What to do when a Support Case is opened but never addressed by ZOS

bearhuntr · June 2018

I've recently found myself stuck in a crevasse in Grahtwood and every time I try to Get Unstuck I get kicked from the system. I reported the issue more than 24 hours ago and the ticket is still sitting in Waiting for Agent. Are there any other methods to get ZOS to respond?

VaranisArano · June 2018

You can try posting the ticket number here.

NTclaymore · June 2018

You have found the truth behind the ticket system. thats all really

bearhuntr · June 2018

At the recommendation of VaranisArano, the ticket number that ZOS can't seem to address is: 180618-005952.

Taleof2Cities · June 2018

“Never addressed” is way different than “not addressed yet” ... especially if only 24 hours have lapsed since the ticket was started.

Jayman1000 · June 2018

bearhuntr wrote: »

I've recently found myself stuck in a crevasse in Grahtwood and every time I try to Get Unstuck I get kicked from the system. I reported the issue more than 24 hours ago and the ticket is still sitting in Waiting for Agent. Are there any other methods to get ZOS to respond?

No. Eventually you will die while waiting for ZOS to fix things or give you a reply. The end.

DuskMarine · June 2018

usually takes them 24-48 hrs

NickStern · June 2018

24 hours waiting on a ticket following maintenance you think that is a long wait?
LOL you are Kidding right?

AlienatedGoat · June 2018

bearhuntr wrote: »

I've recently found myself stuck in a crevasse in Grahtwood and every time I try to Get Unstuck I get kicked from the system. I reported the issue more than 24 hours ago and the ticket is still sitting in Waiting for Agent. Are there any other methods to get ZOS to respond?

Give it another day or two. Tickets have until 96 hours before they're marked auto-resolved, if I remember correctly. They should respond before then.

After they do respond, make sure you respond to every response they give. The support queue only considers tickets with customer responses as active in the queue.

madchuska83 · June 2018

If you have a friend or guild mate who can get close enough, he could initiate a duel and kill you. Then just revive at wayshrine. IF they can reach you. Not sure how deep this crevasse is.

madchuska83 · June 2018

Also, have you tried travelling to a group or guild member? Or are you in a continuous falling animation?

Davor · June 2018

All you can do is what I did. Just transport to a wayshirne or somewhere and pay the gold. You should then transport out of the place you are stuck in. Hopefully you have gold to do this.

Folen · June 2018

Oh! I can adress that for you!
This is the reply you should be getting:

Greetings,
Step 1: Ensure your PC meets minimum requirements.
a. Windows 7 32-bit
b. Intel® i3 or AMD 3870 generation processors or higher
c. 3GB RAM
d. 85GB free HDD space
e. DirectX 11.0 compliant video card with 1GB of RAM (NVIDIA® GeForce GTX 460 / AMD Radeon™ 6850)
*Please note that we support these or equivalent / better graphics cards for desktops only. Most laptop (mobile) systems have cards below minimum requirements and may experience performance issues. However, some players have reported success setting their laptops to High Performance mode. We recommend contacting your graphics card or laptop manufacturer for more information.
Step 2: Uninstall and reinstall your NVIDIA GeForce Experience / AMD Radeon Software Crimson. Sometimes the latest drivers will not install correctly, and a reinstallation of the control software is a great way to fix the problem. We recommend you to not scan for games or setup optimizations for ESO:TU using these products.
Step 3: Temporarily disable your antivirus software. Sometimes this software, although it means well, can block all or part of safe programs such as ESO:TU from launching properly. Temporarily disabling your antivirus software may result in a successful launch.
a. Don’t Forget: Be sure to re-enable your antivirus software.
If you’ve performed these steps and the game is still not functioning correctly, please respond back to this e-mail with a copy of your Game Consultant file. You can find instructions here on how to get your Game Consultant here.
If you’ve already included a copy of your file, please respond back to confirm that it’s attached so I can investigate your problem further.

Kind Regards,
The Elder Scrolls Online Team

Doesn't matter what your message was. Doesn't matter the error is not on your side. Fix your system!
(This was in response to the constant thrown out of the game bug tons of players were experiencing, or the steam errors).

ZOS_Mika · June 2018

Hi! We can confirm that we have received this ticket. However, due to the launch of ESO: Summerset and the Bethesda E3 Showcase, we are currently experiencing higher than usual volume of support requests.
Please be aware that it may take longer than typical to receive a response. Thank you for your patience.

bearhuntr · June 2018

At the recommendation of VaranisArano, the ticket number that ZOS can't see

madchuska83 wrote: »

Also, have you tried travelling to a group or guild member? Or are you in a continuous falling animation?

Nope, just stuck in a hole with 50K+ gold...

Tried traveling to another member - No Luck.
Tried porting to a wayshrine - No Luck.
Tried porting to one of my homes - No Luck.

bearhuntr · June 2018

ZOS_MikaS wrote: »

Hi! We can confirm that we have received this ticket. However, due to the launch of ESO: Summerset and the Bethesda E3 Showcase, we are currently experiencing higher than usual volume of support requests.
Please be aware that it may take longer than typical to receive a response. Thank you for your patience.

Thank you for at least responding. Regardless though, this would seem like a support case that should have some automation around it where a support agent wasn't required. Can you at least tell me what the typical response time is?

Emathides · June 2018

I've been waiting 10 days now for a ticket to be addressed. Can we please have a more definite timeline than 'longer than usual'?

bearhuntr · June 2018

ZOS_MikaS wrote: »

Hi! We can confirm that we have received this ticket. However, due to the launch of ESO: Summerset and the Bethesda E3 Showcase, we are currently experiencing higher than usual volume of support requests.
Please be aware that it may take longer than typical to receive a response. Thank you for your patience.

@ZOS_MikaS I simply gave up waiting for the Support Team to even open my ticket. Fortunately I was able to find someone on the community boards who had the same problem (problem and support nightmare) and they were able to resolve my issue - basically doing ZOS's job. Your Support team needs some serious attention.

Emathides · June 2018

@ZOS_MikaS I'd still like to see an answer to the OP's original question - Are there any other methods to get ZOS to respond? 11 days here and no response on my ticket. I've updated it a number of times asking for someone to action it. What the heck??!!!

AlienatedGoat · June 2018

Emathides wrote: »

@ZOS_MikaS I'd still like to see an answer to the OP's original question - Are there any other methods to get ZOS to respond? 11 days here and no response on my ticket. I've updated it a number of times asking for someone to action it. What the heck??!!!

Don't do that. Every time you respond you are throwing your ticket to the back of the queue. Respond once only if they've responded to you. Otherwise wait. It takes 4 days for the ticket to auto-resolve, and they will nearly always get back to you within 1-3 days.

Emathides · June 2018

Phage wrote: »

Emathides wrote: »

@ZOS_MikaS I'd still like to see an answer to the OP's original question - Are there any other methods to get ZOS to respond? 11 days here and no response on my ticket. I've updated it a number of times asking for someone to action it. What the heck??!!!

Don't do that. Every time you respond you are throwing your ticket to the back of the queue. Respond once only if they've responded to you. Otherwise wait. It takes 4 days for the ticket to auto-resolve, and they will nearly always get back to you within 1-3 days.

Thanks, I did not know it worked like that!

ArcaneBlue · June 2018

happened to one of my characters before (crashing while trying to port to friends, guildies etc)! in my case it was in my primary house... I was stuck inside a piece of furniture. what I did to unstuck myself was to get my partner to kill me in a duel, then rez at a wayshrine. if you can do that, try it, might work. hope you'll get it sorted!

Emathides · June 2018

Bumping this up as my ticket raised 2 weeks ago has not been addressed by support. @ZOS_MikaS please advise the next step to get an issue resolved if tickets are not receiving basic responses.