Do you want to lose customers? Because this is how you lose customers

Vlas · April 2014

From this thread forums.elderscrollsonline.com/discussion/73104/game-breaking-bugs#latest

Supposed to be an announcement today on our quest issues. Nothing.

4 days of nothing from ZOS... 4 days.

On Saturday, I sent ZOS a /bug, providing information on what happened. I decided to wait until Sundays morning Maintenance to see if it would reset. Sunday morning came and no maintenance.

Monday morning a brief maintenance occured and I hopped the issue would resolve itself. It did not.

After reading issues on the forums and seeing some peoples issues resolved, I decided to put my /bug and ticket information on the forums in the hopes that someone from ZOS would be kind enough to look at my issue and hopefully fix it.

After a day of play and then coming back to the forums and seeing others fixed/quest reset/etc. and realizing that nothing was happening with my ticket, I started raising a stink, because I noticed on those that got fixed, they raised a stink.

Instead of ZOS assistance, I got fanboi responses and excuses. I had to fend for myself to keep my issue valid and rational. I have done so on many posts, reporting those that were brow beating, harassing, and being unhelpful in my posts.

I finally got a response from a ZOS employee this morning that an announcement on this issue would be forthwith today. Notice that this is the only reply to my issue I have ever received from ZOS, not even my tickets have been responded to.

It is EOB today and no announcement.

This is an account of my game breaking, horrible experience, and stressful to top it off.

No response, no acknowledgement of my specific encounter issue, nothing.

I have tried being patient, I have tried being nice, I have tried being mean, and I have tried to let ZOS know I will not wait any longer and will remove my 180 sub.

So here we are. ZOS has failed in their customer service role by not even replying to me to help me, or save me as a customer.

OP: forums.elderscrollsonline.com/discussion/72218/stuck-on-mainline-story-quest-for-two-days-god-of-schemes-still-broken#latest

Subsequent post: forums.elderscrollsonline.com/discussion/72477/well-i-guess-i-should-cancel-my-180-day-sub-2-days-bugged-issue-still-not-solved-ticket#latest

Tertiary post: forums.elderscrollsonline.com/discussion/73225/banned-accounts-get-16-hour-resolution-my-issue-4-days-still-no-response#latest

At this point, I am at a loss for options and still no communication or resolution has been given. ZOS has left me no alternative but to file a claim with the BBB and has left me with the knowledge of ZOS's business model.

This is my last plea to ZOS for help, after which I will not be returning.

Auric_ESO · April 2014

its a shame you feel this way. I know you dont agree but hopefully they DO fix it sometime soon.

Vlas · April 2014

You dont agree that they should at least respond?

Lets see how you feel when you experience this, until then you have no right to an opinion on the subject.

RunAway · April 2014

The worst thing a business can do is not inform customers. Even if there are 1000 issues, if you keep your customers informed regularly, once, twice an hour, it would be enough to keep them happy, regardless of the issues. And I don't see why they can't keep us updated. I very much doubt the customer service team are doing anything else, they just pick up phones and send emails, no disrespect, but it's the truth.

Rhoric · April 2014

This was posted on a public forum so everyone has a right to post. And posting multiple topics is not going to get you anywhere, if anything it will eventually get you for power posting and or spamming. Keep to one topic.

Shanna · April 2014

I agree with @RunAway. The lack of response contributes to Zenimax characterizing itself as a removed entity, rather than fostering kindred ties. Bad for business, especially with a fledgling company which may-or-may-not be around a few years from now.

Take Gamestop, for example. They are refusing to do what Amazon has done in regard to giving free digital copies to those unable to play while waiting for their physical edition...but the fact that I have a long-term relationship with pleasant, personalized experience (due to shopping in the little stores) - along with the recent knowledge that they are an underdog company financially speaking - keeps me from deciding to not shop there anymore.

Vlas · April 2014

@RunAway Customer services problems are not my problem.

@Rhoric You do not represent ZOS, stop acting like an authority.

CaptainSilverbrow · April 2014

Rhoric wrote: »

This was posted on a public forum so everyone has a right to post. And posting multiple topics is not going to get you anywhere, if anything it will eventually get you for power posting and or spamming. Keep to one topic.

Look out, boys, some random poster just told you to keep to one topic with an authoritative tone. I'm quaking in my office chair at just the thought of what terrible retribution he'll mete out upon you for not abiding by his effete standard of proper forum decorum!

Nordak · April 2014

ZOS doesn't have a functional customer support. Required to bug fix it yourself, yada, yada, yada.

Support has been Zos's achells heel, They never actually look at any of the support tickets. All of mine have been cookie cutter responses, in which many are for a completely different issue. Even reporting spam has resulted in an email telling me to patch my video card drivers.

The companies policy direction has been horrible. Who in the hell leads a program straight to the pitts of hell to never return? All of the Game's woe can be attributed to poor management at ZOS. Poorly managed project... I hope to god his job gets cut for this. Then I hope he can't ever get a management job anywhere.

Shanna · April 2014

I think that if I were "that guy" right now, I would get at least get on this forum and make a blanket statement post, apologizing for all of the frustration stemming from the multiple issues.

Nordak · April 2014

His name is Matt Firor, He needs to step down.

RunAway · April 2014

Nordak wrote: »

His name is Matt Firor, He needs to step down.

Oh snap. Start a hashtag. Lol. inb4 duh bans...

Nordak · April 2014

Ban for that statement, it is tame for all the craziness going around right now... Hell maybe they should put that Guy in charge of the creative dept over the whole game. Why in the hell would Zenimax hire a guy who was over a failed MMO just prior?

Sedalias_Hope · April 2014

RunAway wrote: »

The worst thing a business can do is not inform customers. Even if there are 1000 issues, if you keep your customers informed regularly, once, twice an hour, it would be enough to keep them happy, regardless of the issues. And I don't see why they can't keep us updated. I very much doubt the customer service team are doing anything else, they just pick up phones and send emails, no disrespect, but it's the truth.

Once or twice and HOUR???? OMG I would be thankful for a DAILY update. After my bank reset (I lost 40 slots and all my stuff that was in the 40 slots) and around 2500 gold I asked them if they were going to roll me back to restore w/e broke.... I got a "Continue to enjoy the game" message... So, are they going to roll back 3 days of hair pulling broken questing? And if that is the case, are they going to ROLL BACK MY SUBSCRIPTION TIME TOO?!!!

Shanna · April 2014

They could spend half the time they currently spend on updating their twitter page with wonderful, fun-sounding, game content posts on extending empathy. Or a quarter of the time, even.

Aenima_pt · April 2014

ZOS created a big problem with all the pre autho thing to play the game, then with the temporary codes that some ppl cant make them to work. They are flooded in problems!

In the 3 betas i participated and in the Early Acess everytime i contacted support i had assistance right away or in less then 24h.

I was already predicting that this pre authorize thing for the "free aka 60€" 30 days of gaming would only cause trouble and let some players hanging without the ability to play the game they already played.

ocinito · April 2014

i am having so many problems in this game its rediculous, i am having a very bad experience with this game

Vlas · April 2014

robacooperb16_ESO wrote: »

Damn... your post is astounding, and not for the reasons you think. Are you seriously that self-absorbed and entitled that you are flipping out and filing with the BBB because of a ticket that has been open for 4 days?!?

Entitled and then issuing threats. The way I deal with customers like that is to realize that they always think they should be waited on hand-and-foot and then get threatening when they aren't is to show them the door... just not worth my employees dealing with their toxic personality nor other clients.

This isn't a fanboi response by far but honestly I think the game community would be better off without.

Wow, you must have a *** business then. In my profession I am very courteous and responsive. Generally within an hour will they get a visit or response from me.

In yours.. I guess people can wait around while you judge them.

Saerydoth · April 2014

You do not get a response to /bug tickets. You are not supposed to. If you read the screen that comes up when you type /bug, you will know this. It is a QA reporting tool. It's basically saying "hey guys, I found something that I think is a bug in the game". It's added to QA's list of "possible issues to investigate". It *specifically* says "you should not expect a response to this unless we require more information from you".

I have /bug reported several issues. Usually relatively minor things (like gear now having a lock icon despite having an unreplaceable enchant, and either misspellings, grammatical issues, or wrong information in quest text like referring to west as east).

If you need *assistance* with an issue, you do NOT use /bug, you use /help. Not following the proper procedure, and then complaining when they don't contact you for something that they said they would not contact you for, is what is wrong here.

Vlas · April 2014

Saerydoth wrote: »

You do not get a response to /bug tickets. You are not supposed to. If you read the screen that comes up when you type /bug, you will know this. It is a QA reporting tool. It's basically saying "hey guys, I found something that I think is a bug in the game". It's added to QA's list of "possible issues to investigate". It *specifically* says "you should not expect a response to this unless we require more information from you".

I have /bug reported several issues. Usually relatively minor things (like gear now having a lock icon despite having an unreplaceable enchant, and either misspellings, grammatical issues, or wrong information in quest text like referring to west as east).

If you need *assistance* with an issue, you do NOT use /bug, you use /help. Not following the proper procedure, and then complaining when they don't contact you for something that they said they would not contact you for, is what is wrong here.

Keep reading, I feel like you missed a lot of my post.

Also, NO it does not say that on any part of the /bug screen.

Saerydoth · April 2014

Vlas wrote: »

Saerydoth wrote: »

You do not get a response to /bug tickets. You are not supposed to. If you read the screen that comes up when you type /bug, you will know this. It is a QA reporting tool. It's basically saying "hey guys, I found something that I think is a bug in the game". It's added to QA's list of "possible issues to investigate". It *specifically* says "you should not expect a response to this unless we require more information from you".

I have /bug reported several issues. Usually relatively minor things (like gear now having a lock icon despite having an unreplaceable enchant, and either misspellings, grammatical issues, or wrong information in quest text like referring to west as east).

If you need *assistance* with an issue, you do NOT use /bug, you use /help. Not following the proper procedure, and then complaining when they don't contact you for something that they said they would not contact you for, is what is wrong here.

Keep reading, I feel like you missed a lot of my post.

Also, NO it does not say that on any part of the /bug screen.

Yes it does. I have submitted a total of about 7 /bug reports myself. I can add a screenshot when I get home if you like. :P I just have to discover something to /bug that I haven't yet.

Also, even /help ticket wait times are a bit high right now, because there was a HUGE influx of tickets, which should have been expected because the game just came out, and a huge number of people started playing at once. They are working through these, and wait times will go down as things stabilize.

Vlas · April 2014

Ok, do it.

But again, I dont even care... read my post.

Saerydoth · April 2014

Also, if you're having a quest issue...for the vast majority of these, there isn't anything the GM's can do for you on an individual basis. The developers have to fix the underlying cause. And they are working on this (hence the frequent patches).

Vlas · April 2014

Saerydoth wrote: »

Also, if you're having a quest issue...for the vast majority of these, there isn't anything the GM's can do for you on an individual basis. The developers have to fix the underlying cause. And they are working on this (hence the frequent patches).

Oh you know that for sure? Please show me an official ZOS post relevant to MY specific bug issue.

Because I have never received a response from them telling me that they are working on it.

If you want to continue to talk like you have an inkling of information on the subject I suggest you post it, because I... as a good consumer, have looked through the forums for anything related to my issue and then specific to my issue.

Relational... people are stuck, but no responses from ZOS.

Relevant to my issue.. nothing. No one is stuck specifically where I am.

As for GMs.. yeah, they can reset my quest for me, but they wont.

It is a simple DB variable server side, "start quest", "on quest", "quest complete"

Do not respond to my thread again with your posts, you offer nothing.

robacooperb16_ESO · April 2014

Vlas wrote: »

Wow, you must have a *** business then. In my profession I am very courteous and responsive. Generally within an hour will they get a visit or response from me.

In yours.. I guess people can wait around while you judge them.

Look I'm in a highly competitive service industry up here that sees companies come and go (weekly it seems) and it took me a long time to build what I have - but I built it through the understanding that every party respects each other; be they client or employee. If either breaks that understanding they are gone, particularly when they become threatening or belligerent: employee's contract will not be renewed or they will have it bought out, clients will be directed to find somewhere else to do business or I'll cancel our contract with them (last one we "walked" cost us just shy of a million).

Losing out on a belligerent or threatening client with an attitude of entitlement is a short term loss but a long term gain as they often eat up too much time and resources while burning out employees. I know you may have been raised with the belief that the "customer is always right" but trust me they aren't. The sooner you are more understanding, empathetic and respectful others you may find you get better results.

ZOS_AlexD · April 2014

We understand and respect that sometimes people will leave The Elder Scrolls Online community. @Vlas, we thank you for taking the time to share your feedback with us and we wish you the very best. We're closing this thread now per our Code of Conduct policy on quitting/goodbye threads.