Maintenance for the week of April 6:
• PC/Mac: No maintenance – April 6
• PC/Mac: No maintenance – April 6
Your CSRs need more training...
Glassweaver
✭✭
So I've had a couple of issues I put in tickets for already. Anyway, the first CSR asked for,
The second one asked for....
Is there no standard procedure for verifying an account? Also, wouldn't it make more sense to have the ticketing system be behind a login, with the option of jumping through these hoops if your account were compromised, and then using a token to pass it through as a validated support request to the CSR? Call me naive, but this is what I setup in the ticketing system at the college I used to work for, because paying people to do a machines job is stupid. Moreover, asking someone to verify their email address, when you're sending the request to their verified email address is about as disorganized and unprofessional as it gets.
Moreover, it seems that some tickets have the text of my original support request cutoff after the first couple hundred characters. I can't tell if this is only happening on my end, or if it cuts off what the CSRs see too (although this would explain the generic form letter responses that fail to address my actual questions).
Dealing with the actual ZOS developers and forum staff during beta was WONDERFUL, but getting a hold of them seems more difficult now, and I don't think the CSRs are being given the adequate tools or guidance to do their jobs on any effective level.
Your first and last name
Your date of birth
The second one asked for....
- First and Last name
- Email Address
- Date of Birth
- UserID
- Security Question Answer
Is there no standard procedure for verifying an account? Also, wouldn't it make more sense to have the ticketing system be behind a login, with the option of jumping through these hoops if your account were compromised, and then using a token to pass it through as a validated support request to the CSR? Call me naive, but this is what I setup in the ticketing system at the college I used to work for, because paying people to do a machines job is stupid. Moreover, asking someone to verify their email address, when you're sending the request to their verified email address is about as disorganized and unprofessional as it gets.
Moreover, it seems that some tickets have the text of my original support request cutoff after the first couple hundred characters. I can't tell if this is only happening on my end, or if it cuts off what the CSRs see too (although this would explain the generic form letter responses that fail to address my actual questions).
Dealing with the actual ZOS developers and forum staff during beta was WONDERFUL, but getting a hold of them seems more difficult now, and I don't think the CSRs are being given the adequate tools or guidance to do their jobs on any effective level.
2
-
Midgardian✭✭✭Agreed. I have also seen CSRs asking for credit card information/home address etc. They are asking for far too much information. I have never received an email from a CSR asking for so many things (or anything usually, since ticketing systems are usually behind logins).
Also, I sent in a ticket and got a response that was completely irrelevant to what I was asking, so their pre-formed prompts need to be better or something.1 -
ESO_Maya✭✭✭Midgardian wrote: »Agreed. I have also seen CSRs asking for credit card information/home address etc. They are asking for far too much information. I have never received an email from a CSR asking for so many things (or anything usually, since ticketing systems are usually behind logins).
Also, I sent in a ticket and got a response that was completely irrelevant to what I was asking, so their pre-formed prompts need to be better or something.
I had an identical experience and the reply was from a human, or should have been. Then I got a response from a supervisor who said my issue would be resolved within minutes, now it's the next day.
the game, customer service does need it's own hotfix 
0 -
Glassweaver✭✭Midgardian wrote: »Agreed. I have also seen CSRs asking for credit card information/home address etc. They are asking for far too much information. I have never received an email from a CSR asking for so many things (or anything usually, since ticketing systems are usually behind logins).
Like, your FULL credit card number? If you don't mind me asking, I'm curious as to why they asked for this. If ZOS' payment processing system is PCI compliant, a normal CSR will NOT have access to any system to verify a FULL card number.
0 -
Midgardian✭✭✭Glassweaver wrote: »Midgardian wrote: »Agreed. I have also seen CSRs asking for credit card information/home address etc. They are asking for far too much information. I have never received an email from a CSR asking for so many things (or anything usually, since ticketing systems are usually behind logins).
Like, your FULL credit card number? If you don't mind me asking, I'm curious as to why they asked for this. If ZOS' payment processing system is PCI compliant, a normal CSR will NOT have access to any system to verify a FULL card number.
No, I should have clarified. They asked for the last four digits of the credit card number, and a pay pal number.
It wasn't me that was asked, it was someone who posted it on these forums yesterday, thinking that the email was a phishing scam (since asking for so much info sounds like it). But a moderator posted, saying it was a real email.0 -
Glassweaver✭✭Oh...thank god. I can understand that. I was thinking they were trying to verify a whole card number and had access to that kind of transaction processing log! O_O0
-
HandofBane✭✭✭✭They also need some reading comprehension before they throw out a copypasted reply email. I used the "report spammer" option on a friends invite (actually a damn good idea implemented) because a gold seller was firing off friend invites with an advertisement message attached. A couple hours later I got an email reply to the ticket created with instructions on how to activate my profanity filter. Wut?0