Customer service experience...don't know whether to laugh or cry

Sheezabeast · October 2018

My tale begins with my main character working on the Murkmire main story. She completed the "By River and Root" quest and received the Rootmender's Staff as the quest reward. But the staff was level 50, not CP160, like my character. So I decided to see if Zos could re-issue the item in the correct level. Of course the first mail is a default bot response, so I reply to it, and get a response from a Zos member, requesting more information. I replied with the name of the character, that I was not in a party at the time (they asked about that), and the date I got the achievement. The response I got, from a different Zos member, was completely unhelpful...they claimed when they looked into it, they saw I was running addons, and that they were what made the item lvl 50 and not CP160. So naturally, I wrote them a thought-out message, explaining that addons would not alter the game code in which determined an items level...and got a response from another different Zos member, this time apologizing for any confusion, and telling me to deconstruct the staff, so they could send me a correct one.

Well I did that, and got another mail from yet another Zos member, saying they sent it to me, and to message them back if there were any concerns. They were polite, and I got excited that hey, I actually got helped! Well....this did not happen....the staff they sent was ALSO LEVEL 50! So I just replied that they really have a bug with this item, and to please pass it on to the correct department...I'm not expecting this item to be fixed any time soon.

If you have this staff and it is the wrong level...just decon it...right now Zos can't even re-issue it in the right level...

Bhaal5 · October 2018

Yeah would have to agree, got multiple unanswered tickets pending a "real" person response

Soleya · October 2018

Just curious, are you sure an addon isn't causing it to display the wrong info?

I've never seen a level 50 item since you immediately become vet/CP rank.

Can you link a screenshot of the item?

magictucktuck · October 2018

well are you sure its not level 50 CP 160? because technically it is level 50... just wanna verify before we get to far lol

so are you saying its cp50?

EDIT: because it should say LEVEL 50 then CP160

Shawn_PT · October 2018

Perhaps it's the item itself that's bugged and nobody has any level above 50. Have you checked that?

I recall a day about a month or two ago when the pledge was ICP and people got a white lvl 50 Lord Warden helm. I kept mine as a souvenir.

Sheezabeast · October 2018

Soleya wrote: »

Just curious, are you sure an addon isn't causing it to display the wrong info?

I've never seen a level 50 item since you immediately become vet/CP rank.

Can you link a screenshot of the item?

When deconned it gave me level 50 materials, not ruby ash. My addons couldn't do that

magictucktuck · October 2018

Sheezabeast wrote: »

Soleya wrote: »

Just curious, are you sure an addon isn't causing it to display the wrong info?

I've never seen a level 50 item since you immediately become vet/CP rank.

Can you link a screenshot of the item?

When deconned it gave me level 50 materials, not ruby ash. My addons couldn't do that

weird, well right after launch i saw someone max cp in zone chat linking his level 1 item, probably same type of bug

Sheezabeast · October 2018

magictucktuck wrote: »

Sheezabeast wrote: »

Soleya wrote: »

Just curious, are you sure an addon isn't causing it to display the wrong info?

I've never seen a level 50 item since you immediately become vet/CP rank.

Can you link a screenshot of the item?

When deconned it gave me level 50 materials, not ruby ash. My addons couldn't do that

weird, well right after launch i saw someone max cp in zone chat linking his level 1 item, probably same type of bug

yeah I saw people talking about that too. I hope these bugs get worked out soon

BooPerScOOper · October 2018

Just laugh while crying

Wolfkeks · October 2018

I know the feeling

Had the funniest convos with the customer service over the years, best suggestion I always get is, we can't help you, please go to the forums and ask there

Sheezabeast · October 2018

nailed it

Lylith · October 2018

Sheezabeast wrote: »

My tale begins with my main character working on the Murkmire main story. She completed the "By River and Root" quest and received the Rootmender's Staff as the quest reward. But the staff was level 50, not CP160, like my character. So I decided to see if Zos could re-issue the item in the correct level. Of course the first mail is a default bot response, so I reply to it, and get a response from a Zos member, requesting more information. I replied with the name of the character, that I was not in a party at the time (they asked about that), and the date I got the achievement. The response I got, from a different Zos member, was completely unhelpful...they claimed when they looked into it, they saw I was running addons, and that they were what made the item lvl 50 and not CP160. So naturally, I wrote them a thought-out message, explaining that addons would not alter the game code in which determined an items level...and got a response from another different Zos member, this time apologizing for any confusion, and telling me to deconstruct the staff, so they could send me a correct one.

Well I did that, and got another mail from yet another Zos member, saying they sent it to me, and to message them back if there were any concerns. They were polite, and I got excited that hey, I actually got helped! Well....this did not happen....the staff they sent was ALSO LEVEL 50! So I just replied that they really have a bug with this item, and to please pass it on to the correct department...I'm not expecting this item to be fixed any time soon.

If you have this staff and it is the wrong level...just decon it...right now Zos can't even re-issue it in the right level...

the maul of the fallen comrade, from earlier in the same general questline, is also level 50.

smh.

eta: got the same staff, same level, too, fwiw.

Lisutaris · October 2018

Sounds more like the problem is a complete different one than just giving you the staff with the correct lvl.

If Lylith got the same one, also with lvl 50 as max stats... They can recreate it as often as they want... it will still be lvl 50

I don't think the support can change the item values on a whim and just use item codes for the stuff. Maybe the staff can only drop with these values ... sucks, is a bug and not "ok" but still.... write a ticket. hopefully everyone else does the same and they will fix it in near future ...

...just cross your fingers, pray every day and kill 100 skeletons for meridia. I wish you luck!

D0PAMINE · October 2018

Why are you gonna use a Champion of the Hist resto? PvP?

Sheezabeast · October 2018

D0PAMINE wrote: »

Why are you gonna use a Champion of the Hist resto? PvP?

Haha no, it's a dumb item...I just want the ruby ash from deconning it and the Mastic. It's the principle of the matter

MLGProPlayer · October 2018

Tickets like this are a waste of their time. I applaud them for even responding.

D0PAMINE · October 2018

Sheezabeast wrote: »

D0PAMINE wrote: »

Why are you gonna use a Champion of the Hist resto? PvP?

Haha no, it's a dumb item...I just want the ruby ash from deconning it and the Mastic. It's the principle of the matter

Damn it's that simple. Im sitting here like uhhh... lol

OrdoHermetica · October 2018

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

...why? It's a valid bug report. Is that not exactly what the in-game bug reporting feature is for?

Sheezabeast · October 2018

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

Quest rewards from the main quest of a brand new DLC being bugged IS worth their time...sorry to disagree.

Aliyavana · October 2018

If your a collector, it's a unique model and lvl 50 items are a collectors items

Redenator · October 2018

I had the same issue with the same staff from the same quest... just deconstructed it without batting an eyelid lmfao

starkerealm · October 2018

Sheezabeast wrote: »

My tale begins with my main character working on the Murkmire main story. She completed the "By River and Root" quest and received the Rootmender's Staff as the quest reward. But the staff was level 50, not CP160, like my character. So I decided to see if Zos could re-issue the item in the correct level. Of course the first mail is a default bot response, so I reply to it, and get a response from a Zos member, requesting more information. I replied with the name of the character, that I was not in a party at the time (they asked about that), and the date I got the achievement. The response I got, from a different Zos member, was completely unhelpful...they claimed when they looked into it, they saw I was running addons, and that they were what made the item lvl 50 and not CP160. So naturally, I wrote them a thought-out message, explaining that addons would not alter the game code in which determined an items level...and got a response from another different Zos member, this time apologizing for any confusion, and telling me to deconstruct the staff, so they could send me a correct one.

Well I did that, and got another mail from yet another Zos member, saying they sent it to me, and to message them back if there were any concerns. They were polite, and I got excited that hey, I actually got helped! Well....this did not happen....the staff they sent was ALSO LEVEL 50! So I just replied that they really have a bug with this item, and to please pass it on to the correct department...I'm not expecting this item to be fixed any time soon.

If you have this staff and it is the wrong level...just decon it...right now Zos can't even re-issue it in the right level...

This was a bug with reward from The Queen's Decree in Summerset. Hopefully it'll get fixed.

Also, I've run across the issue before where Customer Support will create impossible items. Last time it was a level 60 item to replace a lost vet10 piece. Though that should say how often this happens.

MLGProPlayer · October 2018

OrdoHermetica wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

...why? It's a valid bug report. Is that not exactly what the in-game bug reporting feature is for?

A bug report doesn't require an immediate resolution, especially when it's as trivial as this (a junk quest reward being bugged). This doesn't require a thread bashing customer service, which is pretty damn great in this game.

kadochka · October 2018

MLGProPlayer wrote: »

OrdoHermetica wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

...why? It's a valid bug report. Is that not exactly what the in-game bug reporting feature is for?

A bug report doesn't require an immediate resolution, especially when it's as trivial as this (a junk quest reward being bugged). This doesn't require a thread bashing customer service, which is pretty damn great in this game.

It's still a bug.

Sheezabeast · October 2018

starkerealm wrote: »

Sheezabeast wrote: »

My tale begins with my main character working on the Murkmire main story. She completed the "By River and Root" quest and received the Rootmender's Staff as the quest reward. But the staff was level 50, not CP160, like my character. So I decided to see if Zos could re-issue the item in the correct level. Of course the first mail is a default bot response, so I reply to it, and get a response from a Zos member, requesting more information. I replied with the name of the character, that I was not in a party at the time (they asked about that), and the date I got the achievement. The response I got, from a different Zos member, was completely unhelpful...they claimed when they looked into it, they saw I was running addons, and that they were what made the item lvl 50 and not CP160. So naturally, I wrote them a thought-out message, explaining that addons would not alter the game code in which determined an items level...and got a response from another different Zos member, this time apologizing for any confusion, and telling me to deconstruct the staff, so they could send me a correct one.

Well I did that, and got another mail from yet another Zos member, saying they sent it to me, and to message them back if there were any concerns. They were polite, and I got excited that hey, I actually got helped! Well....this did not happen....the staff they sent was ALSO LEVEL 50! So I just replied that they really have a bug with this item, and to please pass it on to the correct department...I'm not expecting this item to be fixed any time soon.

If you have this staff and it is the wrong level...just decon it...right now Zos can't even re-issue it in the right level...

This was a bug with reward from The Queen's Decree in Summerset. Hopefully it'll get fixed.

Also, I've run across the issue before where Customer Support will create impossible items. Last time it was a level 60 item to replace a lost vet10 piece. Though that should say how often this happens.

Oh dang this bug has been around for a while huh...that sucks...must be a nasty bug to find the fix for. They have my sympathy.

Level 60? Oh my gawd

PS- This is Shello from Kyles stream earlier

ZonasArch · October 2018

Sheezabeast wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

Quest rewards from the main quest of a brand new DLC being bugged IS worth their time...sorry to disagree.

Don't mind this guy, he's just a forum troll that basically disagreesbwith everyone and anything.

Also, I would totally keep the lvl 50 item after the ticket... You don't get lvl 50 anymore. You jump from 49 to cp10. Lvl50 is a really. Lol thing to have if you ask me 😋

ZonasArch · October 2018

MLGProPlayer wrote: »

OrdoHermetica wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

...why? It's a valid bug report. Is that not exactly what the in-game bug reporting feature is for?

A bug report doesn't require an immediate resolution, especially when it's as trivial as this (a junk quest reward being bugged). This doesn't require a thread bashing customer service, which is pretty damn great in this game.

Exactly because the support is so good we should report and reach. It works well for this reason exactly. This may even be a deeper issue, you have no clue at all. Let them look, it's our job to report and laugh when they send a second lvl50 😅

Sheezabeast · October 2018

MLGProPlayer wrote: »

OrdoHermetica wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

...why? It's a valid bug report. Is that not exactly what the in-game bug reporting feature is for?

A bug report doesn't require an immediate resolution, especially when it's as trivial as this (a junk quest reward being bugged). This doesn't require a thread bashing customer service, which is pretty damn great in this game.

I think you missed the point of my board, if you deduced that this was a bash thread, since I explicitly said that if anyone else has this issue, they are likely to encounter the same customer service resolution of yet another bugged item. And why are you being condescending to me, how is it trivial that with a story driven DLC with glitched items, not to mention the current glitched quests, to make reports of the bugs is trivial? We can agree to disagree and we don't have to condescend each other.

Sheezabeast · October 2018

ZonasArch wrote: »

Sheezabeast wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

Quest rewards from the main quest of a brand new DLC being bugged IS worth their time...sorry to disagree.

Don't mind this guy, he's just a forum troll that basically disagreesbwith everyone and anything.

Also, I would totally keep the lvl 50 item after the ticket... You don't get lvl 50 anymore. You jump from 49 to cp10. Lvl50 is a really. Lol thing to have if you ask me 😋

I'm gonna keep the replacement one for the lulz

It really is too funny.

MLGProPlayer · October 2018

Sheezabeast wrote: »

MLGProPlayer wrote: »

OrdoHermetica wrote: »

MLGProPlayer wrote: »

Tickets like this are a waste of their time. I applaud them for even responding.

...why? It's a valid bug report. Is that not exactly what the in-game bug reporting feature is for?

A bug report doesn't require an immediate resolution, especially when it's as trivial as this (a junk quest reward being bugged). This doesn't require a thread bashing customer service, which is pretty damn great in this game.

I think you missed the point of my board, if you deduced that this was a bash thread, since I explicitly said that if anyone else has this issue, they are likely to encounter the same customer service resolution of yet another bugged item. And why are you being condescending to me, how is it trivial that with a story driven DLC with glitched items, not to mention the current glitched quests, to make reports of the bugs is trivial? We can agree to disagree and we don't have to condescend each other.

Your thread title is: "Customer service experience...don't know whether to laugh or cry"

Reporting bugs is fine. But making a thread about something trivial like this not being resolved is silly. Hell, there is a bug report section on the forums specifically for posts like this.

starkerealm · October 2018

Sheezabeast wrote: »

starkerealm wrote: »

Sheezabeast wrote: »

My tale begins with my main character working on the Murkmire main story. She completed the "By River and Root" quest and received the Rootmender's Staff as the quest reward. But the staff was level 50, not CP160, like my character. So I decided to see if Zos could re-issue the item in the correct level. Of course the first mail is a default bot response, so I reply to it, and get a response from a Zos member, requesting more information. I replied with the name of the character, that I was not in a party at the time (they asked about that), and the date I got the achievement. The response I got, from a different Zos member, was completely unhelpful...they claimed when they looked into it, they saw I was running addons, and that they were what made the item lvl 50 and not CP160. So naturally, I wrote them a thought-out message, explaining that addons would not alter the game code in which determined an items level...and got a response from another different Zos member, this time apologizing for any confusion, and telling me to deconstruct the staff, so they could send me a correct one.

Well I did that, and got another mail from yet another Zos member, saying they sent it to me, and to message them back if there were any concerns. They were polite, and I got excited that hey, I actually got helped! Well....this did not happen....the staff they sent was ALSO LEVEL 50! So I just replied that they really have a bug with this item, and to please pass it on to the correct department...I'm not expecting this item to be fixed any time soon.

If you have this staff and it is the wrong level...just decon it...right now Zos can't even re-issue it in the right level...

This was a bug with reward from The Queen's Decree in Summerset. Hopefully it'll get fixed.

Also, I've run across the issue before where Customer Support will create impossible items. Last time it was a level 60 item to replace a lost vet10 piece. Though that should say how often this happens.

Oh dang this bug has been around for a while huh...that sucks...must be a nasty bug to find the fix for. They have my sympathy.

Level 60? Oh my gawd

PS- This is Shello from Kyles stream earlier

Cool.

Yeah, it's been around, but it's fairly rare.

I'm guessing here, but it's probably a typo in the database entry for the quest, so the quest reward can't generate a CP value. I suspect (but don't know), that CS simply generated the item off the quest script. I'm 90% sure the level 60 item was human error.