A Big Shout-out to ZOS Customer Service For Keeping Ignoring My Incident Report
ShowMeYourMoney
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Thought this really deserves some public attention. At least players can be aware of what kind of customer service you can get from ZOS.
This is the THIRD time I am contacting ZOS for not having the skill point spent on Devour back. After receiving some automated nonsense, I was finally able to get one agent to read my comments before replying, and this is what he replied:
"I see you are still having trouble with your character missing a skill point for Devour. As it turns out, we do not have any information about upcoming patches. If any information becomes available on upcoming updates or official patches, we will release it on patch notes, and at our official forums."
Needless to say, I pointed out the information was available on this official forum, and how ridiculous this is that ZOS CS had no clue what was going on. Two patches got released to have this issue fixed, yet none of them succeed. After another series of emails with ample evidences, ZOS CS acknowledged that my character is still having the issue and promised that they will continued investigate and reach out soon. However, the last message sent by ZOS CS was 7 days ago. ZOS CS just simply ignores my ticket, even I am still actively following-up on it.
I do not know what are the standards for ZOS CS to follow, but 0 reply within 7 days just seems way too absurd to me.
Edited by ShowMeYourMoney on September 11, 2018 10:14PM This is the THIRD time I am contacting ZOS for not having the skill point spent on Devour back. After receiving some automated nonsense, I was finally able to get one agent to read my comments before replying, and this is what he replied:
"I see you are still having trouble with your character missing a skill point for Devour. As it turns out, we do not have any information about upcoming patches. If any information becomes available on upcoming updates or official patches, we will release it on patch notes, and at our official forums."
Needless to say, I pointed out the information was available on this official forum, and how ridiculous this is that ZOS CS had no clue what was going on. Two patches got released to have this issue fixed, yet none of them succeed. After another series of emails with ample evidences, ZOS CS acknowledged that my character is still having the issue and promised that they will continued investigate and reach out soon. However, the last message sent by ZOS CS was 7 days ago. ZOS CS just simply ignores my ticket, even I am still actively following-up on it.
I do not know what are the standards for ZOS CS to follow, but 0 reply within 7 days just seems way too absurd to me.
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Tasear✭✭✭✭✭
✭✭✭✭✭ShowMeYourMoney wrote: »
I know it's not ideal but I do have a soultion for you. If you go cure werewolf then get bit again you will get skill point back.3 -
ShowMeYourMoney✭✭✭ShowMeYourMoney wrote: »
I know it's not ideal but I do have a soultion for you. If you go cure werewolf then get bit again you will get skill point back.
Thanks for the suggestion. I have thought about that, just really got pissed off by their incompetence and quality of service. To be honest, i am not entirely sure if this is going to work. And apparently ZOS won't even reimburse a dime even they promised last time (they said they would reimburse the cost the second time I contacted, but never did).4 -
Tasear✭✭✭✭✭
✭✭✭✭✭ShowMeYourMoney wrote: »ShowMeYourMoney wrote: »
I know it's not ideal but I do have a soultion for you. If you go cure werewolf then get bit again you will get skill point back.
Thanks for the suggestion. I have thought about that, just really got pissed off by their incompetence and quality of service. To be honest, i am not entirely sure if this is going to work. And apparently ZOS won't even reimburse a dime even they promised last time (they said they would reimburse the cost the second time I contacted, but never did).
I am willing to snack on you if you are PC NA. On that note according to patch notes vampires and werewolves get skill points back after curing.1 -
ShowMeYourMoney✭✭✭ShowMeYourMoney wrote: »ShowMeYourMoney wrote: »
I know it's not ideal but I do have a soultion for you. If you go cure werewolf then get bit again you will get skill point back.
Thanks for the suggestion. I have thought about that, just really got pissed off by their incompetence and quality of service. To be honest, i am not entirely sure if this is going to work. And apparently ZOS won't even reimburse a dime even they promised last time (they said they would reimburse the cost the second time I contacted, but never did).
I am willing to snack on you if you are PC NA. On that note according to patch notes vampires and werewolves get skill points back after curing.
Appreciate it man. But I am PC EU. Gold and getting bitten again isn't an issue for me. The real problems here:
a) can't get a simple thing fixed properly with 2 patches
b) customer service claiming they have no idea what's going on with the game
c) extremely poor service and follow-up
d) CS delivers nothing but fake promises
Just a little rant.8 -
kargen27✭✭✭✭✭
✭✭✭✭✭Quite a while back on an older computer my game was crashing constantly after an update. Took me a long time to actually get a real response but mostly was just asking when does it happen (all the time) and what I was doing (trying to move). The person I was communicating with was trying to help though and suggested a few things.
After several frustrating days I found out on my own if I switched from DX11 to OpenGL the game would work. It looked ugly compared to before but at least I could play. I passed that information along and the response back was it looks like you are closer to solving the issue than we are.
Worst automated response I got was when I was crashing every time I tried to enter one certain bank. I was given instructions on how to ignore a player.
My computer was on the edge of running the game anyway back then and since I use photoshop a lot and it would take time to render large changes I upgraded my computer using need it for work as an excuse.and then the parrot said, "must be the water mines green too."0 -
geonsocal✭✭✭✭✭
✭✭✭✭✭for some reason, I was sure this was going to be a bot thread...
stolen skill point...very interesting indeed...
that's pretty amazing to even notice that...PVP Campaigns Section: Playstation NA and EU (Gray Host) - This Must be the Place0 -
I lost jewlery traits I had just finished my 9th on rings and had 3 more on necklaces, finished a 9 trait ring writ turned it in bought 2 master recipes.. crafted items for guild leader...
Following week went to do a writ traits gone I bug reported, got a generic response and after a few weeks of fighting, i was told there was nothing showing i even did the research and to go research the traits..
The do not care about us that pay our 15 a month..or the fact we have been here since beta,, but they love the harvesting bots and farmers.4 -
LiquidSchwartz✭✭✭✭✭Everyone gets devour for free you did t spend a skillpoint on it and you got it back if you had it before
It was in the patch notes, shout out to you for reading it.May the Schwartz be with you.EP/XB1/NA1 -
bloodthirstyvampire✭✭✭✭✭
✭Thats funny.. customer support has never let me down, even doing things their not supposed to do like recovering weapons and armour I accidentally deconstructed, even so much as answering trivial questions I really should of brought to the forums.
They always always answer within a week of me requesting their services.
It's perfect.2 -
Turelus✭✭✭✭✭
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That's been my experience as well. I've also had friends come out pretty happy with their interactions.bloodthirstyvampire wrote: »Thats funny.. customer support has never let me down, even doing things their not supposed to do like recovering weapons and armour I accidentally deconstructed, even so much as answering trivial questions I really should of brought to the forums.
They always always answer within a week of me requesting their services.
It's perfect.
Although I heard the German support wasn't helpful in the past, but this was three years ago and the person submitting tickets was very ranty. I wonder sometimes if how you approach them makes any difference to the replies and how situations are handled.
@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."1 -
Gythral✭✭✭✭✭
✭✭✭In the same boat, as a pre this DLC werewolf, I have not got the Devour skill point back, but due to long knowing that ZOS does not have a Customer Service dept. I have reported the issue & given up that skill point!
@ZOS_RobGarrett @ZOS_GinaBruno @ZOS_JessicaFolsom
It needs a total rethink about how the company changes skill lines & how the respec is done!
“Be as a tower, that, firmly set,
Shakes not its top for any blast that blows!”
Dante Alighieri, The Divine Comedy1 -
Gnozo✭✭✭✭✭
✭They have very bad service honestly
This.
Never had this bad costumer Service.
Last time i asked something where i know has been done to other players. I wont get into Detail here.
Simply the answer was: Yes, we helped players in the past with this request and did it to them and yes, your request is possible but we wont do this to you for no particular reason. This decision is final.
Even after i told them that this is a direct hit into the face for a good customer that i dont get what i want where other players got what i was requesting and i will quit my sub and never buy more crowns. They dont care.
Some players are just more important to them then others. Support is a joke and only thing they can do is making costumers quit their sub.3 -
Turelus✭✭✭✭✭
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How were you other emails worded? Because "give me what I want or I'll quit" isn't really how you go about getting someone in support to listen to you.They have very bad service honestly
This.
Never had this bad costumer Service.
Last time i asked something where i know has been done to other players. I wont get into Detail here.
Simply the answer was: Yes, we helped players in the past with this request and did it to them and yes, your request is possible but we wont do this to you for no particular reason. This decision is final.
Even after i told them that this is a direct hit into the face for a good customer that i dont get what i want where other players got what i was requesting and i will quit my sub and never buy more crowns. They dont care.
Some players are just more important to them then others. Support is a joke and only thing they can do is making costumers quit their sub.
@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."3 -
starkerealm✭✭✭✭✭
✭✭✭✭✭I've only ever had one bad experience with Customer Servince in four years. And that was one where I just gave up after the automated response, before realizing that, no, really, you do need to respond to the first response.
All of my other interactions have been positive. Slow, sometimes, but positive.0 -
Gnozo✭✭✭✭✭
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How were you other emails worded? Because "give me what I want or I'll quit" isn't really how you go about getting someone in support to listen to you.They have very bad service honestly
This.
Never had this bad costumer Service.
Last time i asked something where i know has been done to other players. I wont get into Detail here.
Simply the answer was: Yes, we helped players in the past with this request and did it to them and yes, your request is possible but we wont do this to you for no particular reason. This decision is final.
Even after i told them that this is a direct hit into the face for a good customer that i dont get what i want where other players got what i was requesting and i will quit my sub and never buy more crowns. They dont care.
Some players are just more important to them then others. Support is a joke and only thing they can do is making costumers quit their sub.
I was really kind. I know how to write to costumer Support. I work in costumer Support myself.
I told them my request and how a loyal costumer i am. Bringing new players to the game, spending a lot on Crowns, always eso plus and asked them nicely to fullfil my request.
They told me its not possible. I told them that i know it is possible cause it was been done to other players, sometimes 2 times in a row and asked them nicely to reconsider my request. After about 5 mails i said them how i feel about this and i am actually quite sad about this outcome since i know my request is definitly possible but somehow not for me and i take my consiquences from this aka not spending anymore money.
Answer was: I can understand your Frustration but this is final. Bye.1 -
Turelus✭✭✭✭✭
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On the slow front did you get any updates? On my last ticket about an issue (missing pre-order items for Summerset) I was actually sent an update after a couple of days of silence stating it had been escalated to a higher team and not forgotten.starkerealm wrote: »I've only ever had one bad experience with Customer Servince in four years. And that was one where I just gave up after the automated response, before realizing that, no, really, you do need to respond to the first response.
All of my other interactions have been positive. Slow, sometimes, but positive.
Without knowing the issue I am not sure I can say how normal it was. I know some things do tend to depend on who is handling the ticket, but there is normally room to escalate them or politely ask a member of ZOS directly to take a look (forums mods/support or community team).
How were you other emails worded? Because "give me what I want or I'll quit" isn't really how you go about getting someone in support to listen to you.They have very bad service honestly
This.
Never had this bad costumer Service.
Last time i asked something where i know has been done to other players. I wont get into Detail here.
Simply the answer was: Yes, we helped players in the past with this request and did it to them and yes, your request is possible but we wont do this to you for no particular reason. This decision is final.
Even after i told them that this is a direct hit into the face for a good customer that i dont get what i want where other players got what i was requesting and i will quit my sub and never buy more crowns. They dont care.
Some players are just more important to them then others. Support is a joke and only thing they can do is making costumers quit their sub.
I was really kind. I know how to write to costumer Support. I work in costumer Support myself.
I told them my request and how a loyal costumer i am. Bringing new players to the game, spending a lot on Crowns, always eso plus and asked them nicely to fullfil my request.
They told me its not possible. I told them that i know it is possible cause it was been done to other players, sometimes 2 times in a row and asked them nicely to reconsider my request. After about 5 mails i said them how i feel about this and i am actually quite sad about this outcome since i know my request is definitly possible but somehow not for me and i take my consiquences from this aka not spending anymore money.
Answer was: I can understand your Frustration but this is final. Bye.
@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."0 -
Sparr0w✭✭✭✭✭
✭I sold nirn weapons to nuz once, like 1 of each weapon. Also deconstructed a vMA staff and had to do 20 more runs for another. Didn't contact support because of threads like this... rip.
@Sparr0w so I get the notification
Xbox (EU) - l Sparrow x | CP 810+DD: All Mag + StamPC (EU) - Sparrxw | CP 810+
Heal: Templar | Sorc | NB | Warden | Necro
Tank: NB | DK | Warden
Completions: All HM's + TTT + IR + GHDD: All Mag + Stam
Heal: Templar | Sorc
Tank: DK | NB
Completions: All HM's + TTT + IR + GH + GS0 -
Turelus✭✭✭✭✭
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It's always worth trying. The worst case is you get a no, which makes you no worse off than where you were before.I sold nirn weapons to nuz once, like 1 of each weapon. Also deconstructed a vMA staff and had to do 20 more runs for another. Didn't contact support because of threads like this... rip.
Don't let other peoples bad experience tarnish your own views as not everyone has the same experience with support.
@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."1 -
ShowMeYourMoney✭✭✭that's pretty amazing to even notice that...
It's really easy to notice that. Like really.
Also, good know some of you had positive experience with ZOS CS. Unfortunately it's not the case for me recently regarding this skill point thing.
I'm just stating the fact that I have not received a single response in 7 days. Now it's day 8, still 0.1 -
Gnozo✭✭✭✭✭
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On the slow front did you get any updates? On my last ticket about an issue (missing pre-order items for Summerset) I was actually sent an update after a couple of days of silence stating it had been escalated to a higher team and not forgotten.starkerealm wrote: »I've only ever had one bad experience with Customer Servince in four years. And that was one where I just gave up after the automated response, before realizing that, no, really, you do need to respond to the first response.
All of my other interactions have been positive. Slow, sometimes, but positive.
Without knowing the issue I am not sure I can say how normal it was. I know some things do tend to depend on who is handling the ticket, but there is normally room to escalate them or politely ask a member of ZOS directly to take a look (forums mods/support or community team).
How were you other emails worded? Because "give me what I want or I'll quit" isn't really how you go about getting someone in support to listen to you.They have very bad service honestly
This.
Never had this bad costumer Service.
Last time i asked something where i know has been done to other players. I wont get into Detail here.
Simply the answer was: Yes, we helped players in the past with this request and did it to them and yes, your request is possible but we wont do this to you for no particular reason. This decision is final.
Even after i told them that this is a direct hit into the face for a good customer that i dont get what i want where other players got what i was requesting and i will quit my sub and never buy more crowns. They dont care.
Some players are just more important to them then others. Support is a joke and only thing they can do is making costumers quit their sub.
I was really kind. I know how to write to costumer Support. I work in costumer Support myself.
I told them my request and how a loyal costumer i am. Bringing new players to the game, spending a lot on Crowns, always eso plus and asked them nicely to fullfil my request.
They told me its not possible. I told them that i know it is possible cause it was been done to other players, sometimes 2 times in a row and asked them nicely to reconsider my request. After about 5 mails i said them how i feel about this and i am actually quite sad about this outcome since i know my request is definitly possible but somehow not for me and i take my consiquences from this aka not spending anymore money.
Answer was: I can understand your Frustration but this is final. Bye.
I am sure if i tell you details this will get deleted so i will try to censor it a bit.
Some time ago a friend told me he made a deal with support to get a specific mount from crownstore. I wanted this mount too and since it wasnt avaible in crownstore anymore i also wrote to support and asked them for the same deal.
It got denied but they told me it is possible to swap mounts from the same category if i have a mount wich is equal to the one i want. I didnt had one. So i was frustrated, my request got denied but at least some hope was there to swap it.
So 1-2 weeks ago i got a mount with the same value and wrote to them happily announcing that i got equal mount and want to swap them now. This got denied then. I answered them and asked why, cause they told me its possible and then it startet. Told them about my costumer loyalty and how much money i already spend and that they already told me it is possible and other players got same deal or even better deals nur answer was still no.
By this time my friend already got the 2nd mount from them without swapping.......................2 -
starkerealm✭✭✭✭✭
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On the slow front did you get any updates? On my last ticket about an issue (missing pre-order items for Summerset) I was actually sent an update after a couple of days of silence stating it had been escalated to a higher team and not forgotten.starkerealm wrote: »I've only ever had one bad experience with Customer Servince in four years. And that was one where I just gave up after the automated response, before realizing that, no, really, you do need to respond to the first response.
All of my other interactions have been positive. Slow, sometimes, but positive.
It was the same issue for me, with the added wrinkle that I couldn't provide a receipt. I want to say the entire exchange took about a week, maybe ten days.
I've had other ones where it was coming in on the timeframe for me to update the ticket before I got a response. I've also gotten a standardized apology a couple times as a followup when reporting racist or sexually explicit behavior in game. Not sure how widespread those responses are.1
This discussion has been closed.