Not getting any response from Support?

DanteYoda · April 2014

Hi i'm wondering when i'm going to get any support responses.

I sent a ticket for a call back yesterday and received this response

I'm having real trouble paying my Account for ESO i purchased my Standard Editio...

Response By Email (Bryan) (04/05/2014 11:54 PM)
Greetings,

Thank you for contacting The Elder Scrolls Online Support Team, my name is Bryan and I will be assisting you with this issue today. I am sorry that you are having some problems with entering your billing information today. I know this is an inconvenience, I would certainly be unhappy if I was not allowed to play the game during my 30 days of free gameplay. So I would like to help you out with this issue, first thing we have to do is verify some of the information on your account then I can go ahead and register your game key for you.

Please verify the following information for me,

UserID
email
Full Name
date of birth
answer to your secret question

After I verify this information, I can go ahead and register your game key to your account, just reply with it in your email. Again I am sorry that you do not have game access right now, but we are going to get this working for you!

May Akatosh be with you,
Bryan

Question Reference # 140405-048116

Date Created: 04/05/2014 10:41 PM
Date Last Updated: 04/05/2014 11:54 PM
Status: Waiting

Well i have sent what they've asked me to send twice now once yesterday when i received the email and again today (hours ago).

I have received no reply emails since, i've asked for three call backs over the past two days and never once received a call and my account has not changed in any way shape or form?

Also now i'm locked out of the game, the whole reason i started with support four days ago was to avoid this, what am i suppose to do now, support seems to have completely failed me.

I cannot ring support as i'm in Australia and have no Credit Card, my way of paying my subscription isn't accepted (through Mastercard Giftcard) and i'm still just trying to get some response please.

otomodachi · April 2014

DanteYoda wrote: »

Hi i'm wondering when i'm going to get any support responses.

I sent a ticket for a call back yesterday and received this response
I'm having real trouble paying my Account for ESO i purchased my Standard Editio...

Response By Email (Bryan) (04/05/2014 11:54 PM)
Greetings,

Thank you for contacting The Elder Scrolls Online Support Team, my name is Bryan and I will be assisting you with this issue today. I am sorry that you are having some problems with entering your billing information today. I know this is an inconvenience, I would certainly be unhappy if I was not allowed to play the game during my 30 days of free gameplay. So I would like to help you out with this issue, first thing we have to do is verify some of the information on your account then I can go ahead and register your game key for you.

Please verify the following information for me,

UserID
email
Full Name
date of birth
answer to your secret question

After I verify this information, I can go ahead and register your game key to your account, just reply with it in your email. Again I am sorry that you do not have game access right now, but we are going to get this working for you!

May Akatosh be with you,
Bryan

Question Reference # 140405-048116

Date Created: 04/05/2014 10:41 PM
Date Last Updated: 04/05/2014 11:54 PM
Status: Waiting
Well i have sent what they've asked me to send twice now once yesterday when i received the email and again today (hours ago).

I have received no reply emails since, i've asked for 3 call backs and never once received a call and my account has not changed in any way shape or form?

Also now i'm locked out of the game, the whole reason i started with support was to avoid this, what am i suppose to do now, support seems to have completely failed me.

I cannot ring support as i'm in Australia and have no Credit Card, my way of paying my subscription isn't accepted (through Mastercard Giftcard) and i'm still just trying to get some response please.

@ZOS_GinaBruno‌ @ZOS_HugoP‌ these two mods have been very helpful to people in the past, maybe someone else will see this first, but it is hard for them to spot threads with how quickly things are shuffling around on the forum ATM. Good luck my friend.

DanteYoda · April 2014

otomodachi wrote: »

@ZOS_GinaBruno‌ @ZOS_HugoP‌ these two mods have been very helpful to people in the past, maybe someone else will see this first, but it is hard for them to spot threads with how quickly things are shuffling around on the forum ATM. Good luck my friend.

Thanks hopefully some one will see this.

Oblongship · April 2014

DanteYoda wrote: »

Hi i'm wondering when i'm going to get any support responses.

I sent a ticket for a call back yesterday and received this response
I'm having real trouble paying my Account for ESO i purchased my Standard Editio...

Response By Email (Bryan) (04/05/2014 11:54 PM)
Greetings,

Thank you for contacting The Elder Scrolls Online Support Team, my name is Bryan and I will be assisting you with this issue today. I am sorry that you are having some problems with entering your billing information today. I know this is an inconvenience, I would certainly be unhappy if I was not allowed to play the game during my 30 days of free gameplay. So I would like to help you out with this issue, first thing we have to do is verify some of the information on your account then I can go ahead and register your game key for you.

Please verify the following information for me,

UserID
email
Full Name
date of birth
answer to your secret question

After I verify this information, I can go ahead and register your game key to your account, just reply with it in your email. Again I am sorry that you do not have game access right now, but we are going to get this working for you!

May Akatosh be with you,
Bryan

Question Reference # 140405-048116

Date Created: 04/05/2014 10:41 PM
Date Last Updated: 04/05/2014 11:54 PM
Status: Waiting
Well i have sent what they've asked me to send twice now once yesterday when i received the email and again today (hours ago).

I have received no reply emails since, i've asked for three call backs over the past two days and never once received a call and my account has not changed in any way shape or form?

Also now i'm locked out of the game, the whole reason i started with support four days ago was to avoid this, what am i suppose to do now, support seems to have completely failed me.

I cannot ring support as i'm in Australia and have no Credit Card, my way of paying my subscription isn't accepted (through Mastercard Giftcard) and i'm still just trying to get some response please.

Ever think they may be completely swamped? Every time you email them you also run the risk of it automatically putting your ticket back at the bottom of the pile.

otomodachi · April 2014

Oblongship wrote: »

DanteYoda wrote: »

Hi i'm wondering when i'm going to get any support responses.

I sent a ticket for a call back yesterday and received this response
I'm having real trouble paying my Account for ESO i purchased my Standard Editio...

Response By Email (Bryan) (04/05/2014 11:54 PM)
Greetings,

Thank you for contacting The Elder Scrolls Online Support Team, my name is Bryan and I will be assisting you with this issue today. I am sorry that you are having some problems with entering your billing information today. I know this is an inconvenience, I would certainly be unhappy if I was not allowed to play the game during my 30 days of free gameplay. So I would like to help you out with this issue, first thing we have to do is verify some of the information on your account then I can go ahead and register your game key for you.

Please verify the following information for me,

UserID
email
Full Name
date of birth
answer to your secret question

After I verify this information, I can go ahead and register your game key to your account, just reply with it in your email. Again I am sorry that you do not have game access right now, but we are going to get this working for you!

May Akatosh be with you,
Bryan

Question Reference # 140405-048116

Date Created: 04/05/2014 10:41 PM
Date Last Updated: 04/05/2014 11:54 PM
Status: Waiting
Well i have sent what they've asked me to send twice now once yesterday when i received the email and again today (hours ago).

I have received no reply emails since, i've asked for three call backs over the past two days and never once received a call and my account has not changed in any way shape or form?

Also now i'm locked out of the game, the whole reason i started with support four days ago was to avoid this, what am i suppose to do now, support seems to have completely failed me.

I cannot ring support as i'm in Australia and have no Credit Card, my way of paying my subscription isn't accepted (through Mastercard Giftcard) and i'm still just trying to get some response please.

Ever think they may be completely swamped? Every time you email them you also run the risk of it automatically putting your ticket back at the bottom of the pile.

That would be a bad system. It would discourage people from documenting their ongoing problems. Not saying it's not true, just that it would be a bad system.

DanteYoda · April 2014

Oblongship wrote: »

Ever think they may be completely swamped? Every time you email them you also run the risk of it automatically putting your ticket back at the bottom of the pile.

I have considered this that is why i made this thread in hopes it'll get noticed and get some help, and i started with support four days ago long before this apparent rush started.

Oblongship · April 2014

DanteYoda wrote: »

Oblongship wrote: »

Ever think they may be completely swamped? Every time you email them you also run the risk of it automatically putting your ticket back at the bottom of the pile.

I have considered this that is why i made this thread in hopes it'll get noticed and get some help, and i started with support four days ago long before this apparent rush started.

From what I have been told man they have been swamped longer than 4 days over other issues. They only have so many people on staff and it just isn't easy to go "well hire more" due to additional costs/training time.

Like I said I wouldn't send more emails in or you are most likely putting yourself at the bottom of the pile.

DanteYoda · April 2014

I have not sent anymore, i'm waiting patiently its just seeing all these "Support just helped me instantly" is very off putting tbh

Oblongship · April 2014

DanteYoda wrote: »

I have not sent anymore, i'm waiting patiently its just seeing all these "Support just helped me instantly" is very off putting tbh

Most likely different departments. A character being stuck is handled by diff people than account issues, so naturally the work load will differ.

otomodachi · April 2014

Oblongship wrote: »

DanteYoda wrote: »

I have not sent anymore, i'm waiting patiently its just seeing all these "Support just helped me instantly" is very off putting tbh

Most likely different departments. A character being stuck is handled by diff people than account issues, so naturally the work load will differ.

My experiences have led me to believe that the tech staff is in-house, whereas the people dealing with billing and account issues are outsourced. Anecdotal.

DanteYoda · April 2014

Oblongship wrote: »

DanteYoda wrote: »

I have not sent anymore, i'm waiting patiently its just seeing all these "Support just helped me instantly" is very off putting tbh

Most likely different departments. A character being stuck is handled by diff people than account issues, so naturally the work load will differ.

The people getting results are for the same or similar issues i've been having, they are not separate issues like characters and such.

DanteYoda · April 2014

http://forums.elderscrollsonline.com/discussion/71198/pre-paid-game-card-how-to-get-the-30-days-free-i-dont-have-a-credit-debit-card#latest
this is exactly my point, one post and they get looked at, this is very anger inducing.

begothprincessb14_ESO · April 2014

Bump. I think doing the "Contact Customer Support" way is stupid, it floods your call centers, and floods your emails. Why don't you just remove the required sub, or at least give the option like Blizzard does, where you can choose "I want to pay with Prepaid game cards" and it go through that way? If this charge really can be removed later, and if we can just get a CSR to remove the sub requirement then why even have the requirement in the first place. @DanteYoda I wish you luck!

DanteYoda · April 2014

Thank you for the bump begothprincessb14_ESO i hope they sort your issue out, i'm in the same boat as you but i feel they just will not help me.

DanteYoda · April 2014

Well another day and zero emails, great support..

RitualSmoke · April 2014

im thinking monday is part of the off day since they worked sunday sort of?

Samadhi · April 2014

http://forums.elderscrollsonline.com/discussion/71681/where-to-enter-paysafecard-code-for-subscription

Facing similar issues. Been waiting for a call all day.
Unable to pay with the only accepted method of payment available to me.
Stuck waiting to access my game time because of it, even though all I want to do at this point is get my 90 day subscription set up and get in game.

takai.kurosawab14_ESO · April 2014

I wish I even got a properly worded response to any of my support tickets. All of them seem to have never actually read through my support tickets and instead gargled up the same type of garbage copy and paste about subscription activation despite the fact that my issue is with not receiving the game in the first place.

MagmaFerret · April 2014

DanteYoda wrote: »

UserID
email
Full Name
date of birth
answer to your secret question

Here's something else to think about, but it's incredibly unprofessional of them to ask for the above information. I HIGHLY suggest keeping an eye on your credit score and/or ESO account and report anything that doesn't look correct.

The above information should NEVER be asked for by any member of an online business.

Asking for information such as the above is a common sign of a Phishing scam, beyond the fact that most email services are unsecured and can easily be highjacked.

guschops_ESO · April 2014

I'm not angry (anymore) I'm just disappointed.

I have very limited experience to compare this to, just SoE games in fact. I am not saying SoE is better but, they always respond when you book a ticket.

When I started playing I would log very detailed reports of where I was, what I was doing etc in order that they could replicate and fix but honestly now I think whats the point? support may well be swamped but thats not our problem, we are all now paying to play this game, isnt that what our money is meant to be going to pay for?

I work in support also (as I am sure a lot of players do) and the one thing we have drummed into us is to keep the customer updated, even if its "we don't have any update right now, we are SUPER busy" its enough because otherwise the customer thinks no communication = we have your money now suckers.

The game is absolutely beautiful, but honestly do I want to pay my $15 a month if this is the level of support we are going to get? not really.

yesterday I got "suck" inside of a rock, I started to write a bug report and just closed it down because I though "whats the point? they don't care enough to read it why should I waste my time filling this out" - When people get to this stage I think you have failed.

All I see is messages on twitter etc blowing their trumpets, which is cool, I get that the game has to be marketed (and bravo BTW I think marketing have done a superb job) but what about all of us? the ones that you already have our money? why cant you spare the time to update us?

Like I said at the beginning, I am not angry anymore, its worse than that, I'm disappointed.

Devs, Support, I'm begging you to prove me wrong, prove us all wrong. Tell us you actually could care if we take our $15 elsewhere, because right now all you seem to be courting are potential customers rather than the ones you already have, and its..... disappointing.

DanteYoda · April 2014

MagmaFerret wrote: »

DanteYoda wrote: »

UserID
email
Full Name
date of birth
answer to your secret question

Here's something else to think about, but it's incredibly unprofessional of them to ask for the above information. I HIGHLY suggest keeping an eye on your credit score and/or ESO account and report anything that doesn't look correct.

The above information should NEVER be asked for by any member of an online business.

Asking for information such as the above is a common sign of a Phishing scam, beyond the fact that most email services are unsecured and can easily be highjacked.

as i have no credit card is the reason i even started with support in the first case, i think my credit is safe, also i have a copy of the email if my account with is inaccessible at this time gets compromised i'll know why.

dysphorya · April 2014

DanteYoda wrote: »

MagmaFerret wrote: »

DanteYoda wrote: »

UserID
email
Full Name
date of birth
answer to your secret question

Here's something else to think about, but it's incredibly unprofessional of them to ask for the above information. I HIGHLY suggest keeping an eye on your credit score and/or ESO account and report anything that doesn't look correct.

The above information should NEVER be asked for by any member of an online business.

Asking for information such as the above is a common sign of a Phishing scam, beyond the fact that most email services are unsecured and can easily be highjacked.

as i have no credit card is the reason i even started with support in the first case, i think my credit is safe, also i have a copy of the email if my account with is inaccessible at this time gets compromised i'll know why.

Hi, DanteYoda -- we're still concerned for you (and others who have been asked this, in absence of any verification that it's 100% legit) because it actually doesn't matter whether you have a credit card. Your info could be used to open a line of credit, apply for a job, etc. in your name. So someone can still damage your financial reputation, even without hijacking a credit card.

DanteYoda · April 2014

Well sadly i replied to the email as it was a genuine ESO support that asked.

the Question Reference # 140405-048116 is exactly the same number i was given on the ESO site. either they are professional hackers or it was ESO support

as i'm yet to even receive another email from them who knows but i'm planning on getting a refund tomorrow so gold farmers will not get my account.

cheeser123 · April 2014

MagmaFerret wrote: »

DanteYoda wrote: »

UserID
email
Full Name
date of birth
answer to your secret question

Here's something else to think about, but it's incredibly unprofessional of them to ask for the above information. I HIGHLY suggest keeping an eye on your credit score and/or ESO account and report anything that doesn't look correct.

The above information should NEVER be asked for by any member of an online business.

Asking for information such as the above is a common sign of a Phishing scam, beyond the fact that most email services are unsecured and can easily be highjacked.

That is EXACTLY what I said. Ridiculous!

begothprincessb14_ESO · April 2014

Still haven't gotten a response. I finally got my fiance to let me use his bank account and debit card to pay for my game account, and what do ya know, It wouldn't go through. He still hasn't been refunded his 15$ hidden charge yet and I guess until his charge goes through I cant use OUR joint bank account to pay for my game account. Even though we live in the same address, have the same billing information, and everything (the things they charge 15$ to verify) that still isnt enough. They have to charge us both individually AND at completely separate times! I'm going back to World of Warcraft. Screw this nonsense.

Neurotik · April 2014

Early last week I had a support ticket and it couldn't have gone smoother. I received a reply within an hour and everything was fixed up soon after.

Today I send a ticket and it feels like they gave up and turned the email server off. Not getting any response at all.

Shanna · April 2014

I still think the most insulting thing is the way that their twitter page looks all fine and dandy, with the "Hope you are enjoying the game!" message, with no visible responses to the tweets that i KNOW they are receiving regarding this issue.

Catkicker · April 2014

wait, am i missing something? this game has support?

DanteYoda · April 2014

begothprincessb14_ESO wrote: »

Still haven't gotten a response. I finally got my fiance to let me use his bank account and debit card to pay for my game account, and what do ya know, It wouldn't go through. He still hasn't been refunded his 15$ hidden charge yet and I guess until his charge goes through I cant use OUR joint bank account to pay for my game account. Even though we live in the same address, have the same billing information, and everything (the things they charge 15$ to verify) that still isnt enough. They have to charge us both individually AND at completely separate times! I'm going back to World of Warcraft. Screw this nonsense.

I feel your pain completely. Yesterday after saying a few messages in your thread i got this in private...

ZOS_MichelleA April 7

DanteYoda wrote: »
begothprincessb14_ESO gets help in one post i've been trying to get support for four days this is beyond unfair and terrible.

Hi there, DanteYoda. Just wanted to poke you and let you know that we checked on your ticket, and it should be taken care of shortly.
DanteYodaDanteYoda April 7
Thank you very much, any idea how i will be notified of the changes. here or email some other way?

Thanks again for this i was getting very worried.
ZOS_MichelleAZOS_MichelleA April 7
You should receive an email. Please keep in mind that there can be a delay between when we send the response and when your email server will get it, but your ticket definitely will be addressed as soon as possible.
DanteYodaDanteYoda April 7
Ok thank you for this info, i shall wait for the email.

Its been over a day now since i was told that, nothing ever came, not even sure what i was told was the truth now.

guschops_ESO · April 2014

I know the haters won't care, I just hope that a single dev see this and does something before more people quite what is otherwise a fine fine mmo.

hydrodietyjet · April 2014

I guess we are all having our problems with support. I myself bought the imperial edition played the early access. I assumed they would charge the 14.99 at release. I had 30 bucks in the bank entered my card info and it said it failed so i tried 2 more times to enter it failing all 3 times i look at my bank statment they withdrew 14.99 3 times overdrafting my account after 2 days of support tickets and asking for a phone call i got nadda just 1 reply 1 or 2 hrs after the first reply not a very good start to a long awaited game. My self and one other guild mate our having issues with this and being unable to play is making us both fall behind. I hope they do something soon