For all the terrible things spouted on these forums about Zenimax, it's good to see a story like this. Myself and others have had customer service experiences with them that have blown me away (in a good way).

That is an amazing turn of events, congrats!

Holy crap!
Grats, man!

You won the ZOS CSR lottery!
Keep that guy John's contact info; he's gotta be your go-to guy from here on out.

Little late for April fools

Hey right on thats good to hear man!

I hope you all get sorted and get back to your game
any im going back to leveling

growlar wrote: »

well i was banned for reasons unknown, i guess it was i sent my own gold to another charter of my own via bank. ive just had an email 2 mins ago
Hi Mark!

Thank you for contacting The Elder Scrolls Online Team! Your email was escalated to me.

I have done an investigation here and it appears your account was banned incorrectly. Firstly we would like to apologize for this, I can understand why you are disappointed with having been banned and the fact you've been unable to log into the game since.

I have just unbanned your account and you should be able to log into the game now. Again we know this was not a fun experience for you and because of this I have given you 7 days of free gametime. We really hope you will bear with us here!

If you have any questions or need assistance with anything else ESO related please reply back here. From now on I will be your point of contact in Zenimax and if you reply back in this mail, it will go directly to me!

Warm Regards

John
The Elder Scrolls Online Team

even though this took long than i thought it its good they have apologised and gave me compensation

Now THAT is customer service. I'm glad they got back to you!

tipper709ub17_ESO wrote: »

Very cool, refreshing to be sure. Nice to see that CS is plugging away at what must be an insane amount of tickets. Pizza parties for the over worked CS department.

I work on a help desk myself (internal/technical for a non-gaming company)...when we work overtime (which is almost always voluntary for us) they ALWAYS get us pizza. How about some variety?!?

But in all seriousness, I agree. Keep in mind, the CS team JUST started about a week and a half ago. And they went to nothing (since the game wasn't launched) to an INSANE amount of tickets practically overnight. No matter HOW large the team is, this is going to create ungodly queue times. I feel for them, I'm sure these people are about pulling their hair out by now.

For everyone else complaining about wait times...settle down. They are doing the best they can. Things will calm down, this is a HUGE rush of initial tickets since everyone started playing the game all at once.

There is this huge tendency in the computer world, for people to get mad and call support the instant something doesn't work *exactly* as they suspect, and they feel they shouldn't ever have to do any troubleshooting on their end because "they paid for this". This is frankly ridiculous, and the majority of the issues that you encounter while playing CAN be resolved on your own. Yes, if you encounter an issue, you should definitely /bug it for future investigation. But also keep in mind that a lot of issues are caused by something on your end. Fun fact: Did you know that "falling through the world" tends to be caused by running on hardware that can't handle the game, or trying to run on settings too high for your machine to handle? Entering buildings and such before they've loaded can cause this.

tchen12.swat_ESO wrote: »

Saerydoth wrote: »

You're seriously disillusioned. They BANNED the OP and other honest customers on their own. They created the problem. OP never would have had a reason to bother your heroic CS staff.

You don't see any other companies banning people who don't deserve it in such widespread fashion, not to mention the game has been out a week.

Actually I don't see other companies banning people who deserve it.

The first day I was in the game, I reported 5 gold sellers, one idiot roaming around spamming a lemonparty *** link, and someone who thought communicating with other players required the four letter word that starts with f and ends with k broadcast zone-wide. I'm actually rather relieved that they are banning people who appear to be breaking the ToS. The ones who actually are breaking the ToS aren't going to appeal, the ones who aren't will.

Hopefully they will get the "I deleted my character and all my preorder stuff" and the "I can't log in; no I didn't set up my sub plan yet" tickets sorted so they can deal with bugs and game issues.

[/quote]
Actually I don't see other companies banning people who deserve it.

The first day I was in the game, I reported 5 gold sellers, one idiot roaming around spamming a lemonparty *** link, and someone who thought communicating with other players required the four letter word that starts with f and ends with k broadcast zone-wide. I'm actually rather relieved that they are banning people who appear to be breaking the ToS. The ones who actually are breaking the ToS aren't going to appeal, the ones who aren't will.

Hopefully they will get the "I deleted my character and all my preorder stuff" and the "I can't log in; no I didn't set up my sub plan yet" tickets sorted so they can deal with bugs and game issues.
[/quote]

Appear to be breaking the TOS? Where are you getting this information? If you review the OPs email you'll see that no information was provided as to why the "unintentional" ban even occurred.

To make a somewhat questionable analogy, is it okay to put an innocent person in jail if you catch 5 criminals in the process? Easy for you to say when you haven't been banned.

Your argument would at least somewhat apply if they responded to appeals. We see one example here, stated by the OP in miracle-like fashion. I have been waiting since Sunday morning and I'm sure others have been longer. Zenimax explicitly told me there was no recorded reason for the ban and did not say a word more.

tchen12.swat_ESO wrote: »

They're going to destroy it?? Based on what logic? You don't have this many false positives after one week. Sorry

How many false positives have there REALLY been? I've seen...maybe 3 or 4 posts total. Keep in mind, forums are heavily subjected to self-selection bias. They can't be relied upon to get true information on how the community feels about the game.

Most people that are enjoying the game are going to be playing the game, rather than posting here (unless they're bored @ work like I am). While the people who have an issue or are mad about anything are going to head straight for the forums.

You do realize you can only access these forums with an account from the beta, right? Most people didn't play it...

For John, it's 1 down, and 19,999 tickets to go.

Saerydoth wrote: »

tchen12.swat_ESO wrote: »

You make a forums are self-selecting argument while you yourself are an object to that very argument. Not very bright...

How many posts do you see where people are trying to get in touch with CS and sit on hold for hours to no avail. How do you explain banning someone and providing no reason to the customer for said ban?? That's simply unethical. If a bot is going to pick up false positives they could at least supply a reason for you to appeal, no?!

Quite simple. I can't play the game right now, because I'm at work. But I can access the forums. I like to try to be helpful where I can. It makes my work day go a LOT faster for one, and I can keep up with what's going on with the game. I specifically stated in my post that I was an exception. I don't read the forums that much when I'm at home and can play.

It sounds like they are working through the tickets and getting caught up. And the OP proves that false positives ARE getting overturned and the people who were wrongly banned compensated. This game is BRAND NEW. They are still fine tuning the processes that will be used for this stuff.

Your support is reaching a level of senselessness. Acknowledging that you're an object to your own argument doesn't strengthen you argument. I'm at work too or I wouldn't be on this forum giving a negative opinion - big deal?

You are ignoring the point of the issue. Great that a false positive was overturned. As the OP states, he was still not given a reason for his "ban." Banning even one person permanently and without supplying a reason is unethical and will not be found with any other company.

Your argument essentially reads "okay, they banned me from their game 4 days after I paid for it for absolutely no reason, provided me with no reason, and have ignored me for days on end. But it's no big deal, the game is new! Hopefully they repeal my ban in a few weeks - while still refusing to tell me why it was banned in the first place. Ooh is that 7 days free, jackpot!"

Meanwhile the whole selling point of preordering was to be able to play at launch...

Right, exactly. I don't think you understand that I would be satisfied with a generalized nonspecific answer at this point. They have not supplied anything which is extremely unethical and unjust.

I've asked them the same thing. How long did it take them to get back to you, growlar?