I don't know how to escalate and have any effect so I'm doing the only accessible option - ranting in public and hoping its seen. Like any non-customer friendly business in today's world, that' really all you have anyway.
I put in a ticket today asking for clarification on the minimum requirements listed for a ESO on Mac. I'd like to buy a new Mac and would like to buy one that will address the god awful performance problems I've seen since you moved off OpenGL. I gave the specs of two options on the market today and asked to understanding if either would work.
The first response, from "Oscar" was good. The agent clearly did some research, coming back and saying the graphics card for one is just short and the other is fine. He then asked for more specific info on the CPU which required some research and I updated the ticket with the info as soon as I found it.
The response back is a really winner. "Molly" goes on to regurgitate the posted minimum requirements of the game, including the exact details I was asking for clarification on. Then, "Molly" goes to say and I quote, "I would also recommend not getting a MAC as Windows runs the game better and has less issues running the game."
WTF Bethesda? So now you are really are giving up on Mac users? You are advocating not playing the game on a Mac anymore. Just a few weeks ago we say you say you were committed to the Mac platform. So what is it?
And, by the way, whoever has developed your ticket triage and management process should be fired. One of the two agents went rogue or is BS'ing me and clearly the second wasn't paying any attention to the original question. You invest in these systems to improve customer service and you just make it worse. Awful.