Just want to say thank you customer support

dazednconfuzed · April 2014

I have the same issue as most on here where I don't have the funds in my account to cover a pre authorisation on my card.

Sent in a couple of requests and support were prompt in their replies for more details which I duly did.

Within 1 hour of my original request my account is now showing 30 days game time remaining and my code has been applied.

So a big thank you to support,

Arunei · April 2014

Wow, a thread commending CS for once. Are you secretly a troll in disguise?

I know at least one thread around here where the person said they were only offered a 3-day extension. Maybe you could post in that thread that the OP should take the three days they were offered and try to get the issue sorted (since it seems entirely possible to do so) instead of turning it down and yet demanding their 30 days are added?

CptData · April 2014

I'd be glad if support is going to help with my issue within the next 2 work days.

I don't want "more free days".
I don't want another 30 days of "fee free play"
All I want is my character back.

Tickets:
140404-006375 - german, telephone support
140404-023006 - german #2, telephone support, second number
140405-007844 - english, mail support

Between first and last ticket, there are more or less exactly 24 hours.

Fenbrae · April 2014

What is this? Someone isn't whining at the support crew for once?
Give this person a medal. I don't care if there are any, just make one.

ZOS_MichelleA · April 2014

CptData wrote: »

I'd be glad if support is going to help with my issue within the next 2 work days.

I don't want "more free days".
I don't want another 30 days of "fee free play"
All I want is my character back.

Tickets:
140404-006375 - german, telephone support
140404-023006 - german #2, telephone support, second number
140405-007844 - english, mail support

Between first and last ticket, there are more or less exactly 24 hours.

Hello, @CptData‌! We looked into your incidents, and see that you did receive a response about your character to the last incident number you posted here. Did you receive this email?

natalia76 · April 2014

hmm intresting, I still dont have an answer on when or if they do it, only an answer that they sent my ticket to the autherigth person to give me more access. hehe

but maby there is some light in the end of the tunnel hehe.

CptData · April 2014

ZOS_MichelleA wrote: »

*snip*

Hello, @CptData‌! We looked into your incidents, and see that you did receive a response about your character to the last incident number you posted here. Did you receive this email?

I just browsed my mail folder. I got the mail - it got moved to spam, but god thanks I don't delete that folder on a daily basis.

Here's the quote:

Hi Michael,

Owen here from Elder Scrolls Online, I have had a look at your account and your character Alea Telvani is still there and I think I know why you cannot see your dark elf. Your character Alea is on the NA server and wont be visible on the EU server, if you login to a NA server your character should be there. If your character is not there please be sure to contact me straight away again. Is there anything else I can help you with today ?

Kind Regards,
Owen,
ESO.

The odd thing is: the client I downloaded is for EU. It even says
"...\The Elder Scrolls Online EU\"

So how did my character end on the NA server? It should have been created on the EU server O.o

Is there any way to transfer it from NA to EU?

Regardless, thank you for the response. Stupid mail system

I'll give it a try and let you know ASAP if it worked. And if there's a way to transfer to EU, I'll be even more happy

histidin · April 2014

i just receiving this email response:

Response By Email (Gregory) (04/06/2014 07:19 AM)
Greetings!

Thank you for contacting The Elder Scrolls Online Team.

All players are required to set up and choose a subscription plan starting on Sunday, April 6th. Those players not eligible for Early Access will be asked to register their game code and set up a payment method or redeem a game-time card on their account starting on Thursday, April 3rd, at 7:00 p.m. EDT.

The 30 days of free game time are granted to all players who fill out their billing information and select a subscription plan.
For credit cards, debit cards and PayPal there is no charge made until after your included 30 days of game time has expired. For these payment methods, there is an authorization check performed to ensure the payment method is valid. You may see a temporary account authorization hold put on funds in your account while the verification completes. Usually this authorization hold lasts a short period of time before being removed. The duration of this hold can vary from bank to bank.

histidin · April 2014

Thank you very much HEDER from support team you are the one sitting in right place and I hope u will get extra money for that..

(if not send me ur credit card number and after payday i will donate u some)

Response By Email (Helder) (04/06/2014 07:37 AM)
Hail and well met, Adventurer!

Thank you for contacting The Elder Scrolls Online Team.

In order for us to properly inspect this matter and resolve it as soon as possible I will need answer to your secret question. Please reply to this email with it and we will handle this matter as soon as possible.

after few minutes

Greetings Vojtěch,

Success! Thank you for your purchase of The Elder Scrolls® Online, your code is being redeemed.

Helder is one who helped me adore him... Alexandre and Gregory from same support team did not!!

THANK YOU HELDER

CptData · April 2014

Okay. I'd like to thank Owen for his help. Yes, Alea Telvani does still exist - on the NA server. I don't know why, but I did create her with an EU-server-installation, so I wonder how she ended on the NA server.

I really wonder how she got transferred to the NA server - did something went wrong with the latest update O.o

Whatever, she's back and I'm happy. Thanks, Owen.

CptData · April 2014

Just to keep track:

I sent another ticket for a character transfer since somehow my character (created on EU server) ended on the NA server. Due lag issues I'd like to transfer her back to EU server, if possible.

Ticket: 140407-052299 Created @4/7/2014 / 9:25pm CET

otomodachi · April 2014

Scott was the magic man for me and Kathy is appreciated for getting my ticket to him.

CTraveler · April 2014

The things Support must be going through is rough for them, that I know! The best thing we can do is be understanding and calm about their situations. We shouldn't live in a world where a CS responder says to me that they're surprised by how many people actually *are* understanding about what's going on.

Saerydoth · April 2014

CTraveler wrote: »

The things Support must be going through is rough for them, that I know! The best thing we can do is be understanding and calm about their situations. We shouldn't live in a world where a CS responder says to me that they're surprised by how many people actually *are* understanding about what's going on.

I think it's quite simple. It's a brand new game, a LOT of people started playing at once. A LOT of people therefore had problems at once (much moreso than during "normal" operation of the game say 6 months to a year from now. They are just overwhelmed with all of the sudden issues. Think about it, if 5 million people start playing on launch day (guessing), and 0.01% of them have issues, that is over 5000 tickets at once. Imagine you work in a call center. You have 28 people, all available, nice slow day. Then suddenly 500 people decide to call at once. Someone is going to be waiting several hours, on a support line that only takes a couple minutes. In ESO's case, a lot of people started at once on April 4th because it was launch day.

I work in IT on an internal helpdesk (not in the gaming industry). And while we haven't ever had 500 calls all at once, we've had a great deal at once on an otherwise slow day that pushed our average hold time from seconds to something like 45 minutes. Granted, it was an outage, but that outage suddenly affecting everyone in the company could be roughly compared to a huge number of people starting to play a brand new game.