Gotta love the inconsistency of the in game CS reps...

Finder · February 2019

So I've read the posts here of people giving shout outs and props to the in game CS reps for returning items when they've accidentally destroyed them somehow. So the day came when I joined the ranks of those who accidentally researched and item...my armor cuirass. I realized what I had done almost immediately, so remembering all those positive stories I've seen I filed a ticket explaining what happened and very politely asking to get the item back. I've never filed a ticket like this before (just so you know I don't have a habit of this). The reply...

My name is XXXXXX, and it's my pleasure to assist you today.

I see that you are wanting to know if you can undo the accidental researched on your YYYYYYYYY. I do understand how frustrating that is but as it stands, once it done there is no going back. my apologies, but we do not have that ability to undo what was done.

Have yourself a legendary day,
XXXXXX
Bethesda Customer Support

So this basically taught me the getting help is completely up to the whims of the CS rep you get.

Ratzkifal · February 2019

Seems like it.
I kept my support mail with the replacement item as a memento to remind me that ZOS is not all bad.

Edit: Still, complaining about inconsistency is probably not a good idea, because that just might result in the support never making exceptions at all to keep consistency.

Finder · February 2019

Ratzkifal wrote: »

Seems like it.
I kept my support mail with the replacement item as a memento to remind me that ZOS is not all bad.

Edit: Still, complaining about inconsistency is probably not a good idea, because that just might result in the support never making exceptions at all to keep consistency.

For good or ill CS needs to be consistent. Either help people or don't. If you have a blanket policy of "no refunds" people won't like it, but history has shown they will accept it. If you have a policy of "well we can give a refund if we feel like" then yes you will make some people happy, but you will also create others who are much much more unhappy if they are told "no", it creates the appearance of and feeling of being discriminated against or the CS reps "playing favorites".

Ertosi · February 2019

Finder wrote: »

Ratzkifal wrote: »

Seems like it.
I kept my support mail with the replacement item as a memento to remind me that ZOS is not all bad.

Edit: Still, complaining about inconsistency is probably not a good idea, because that just might result in the support never making exceptions at all to keep consistency.

For good or ill CS needs to be consistent. Either help people or don't. If you have a blanket policy of "no refunds" people won't like it, but history has shown they will accept it. If you have a policy of "well we can give a refund if we feel like" then yes you will make some people happy, but you will also create others who are much much more unhappy if they are told "no", it creates the appearance of and feeling of being discriminated against or the CS reps "playing favorites".

Indeed. Consistency is the only fair way to approach such things.

nafensoriel · February 2019

When a company streamlines support into a program or chart to increase response consistancy= X support sucks because they only give form letter responses.

When a company allows its support to respond how they feel they should respond within a given framework= Support is inconsistent!

The old phrase "Damned if you do and damned if you don't" comes to mind.

idk · February 2019

Finder wrote: »

So this basically taught me the getting help is completely up to the whims of the CS rep you get.

One thing I have learned about CS for MMORPGs is they do not always get it right the first time. If the ticket is still open respond with clarification, etc. Zos has been pretty good on the whole of fixing many of the problems we brought on ourselves.

Consistency is great, but nothing is totally consistent. Look at our own workplaces. Even those with procedures for everything are not totally consistent.

Finder · February 2019

So got a reply to my reply to their response.

Thank you for contacting The Elder Scrolls Online Team. My name is (different CS), and it's my pleasure to assist you today.

We understand that this isn't the answer you wanted to hear. However, we are unable to restore items that have been researched. We're very sorry that we're unable to provide further assistance with this request.

We appreciate your understanding in this matter. Please don't hesitate to contact us again with any future questions or concerns and we will be happy to help however we can.

Warm Regards,
(Different CS)
The Elder Scrolls Online Team

So twice lied to by CS, not a positive gaming or CS experience, not a strong enticement to keep playing for someone already fairly disillusioned with the game. I did give them a piece of my mind (still mostly polite) in the CS satisfaction survey they laughably sent after closing my ticket with the above reply.

NordSwordnBoard · February 2019

I know, its the principle that counts here, but what was the armor piece? Was it especially rare for some reason?

Mudcrabber · February 2019

Always assume that any item you haven't locked is fated for destruction.

I agree they're pretty inconsistent about it. I see posts every month or so about destroyed items being restored, but I think that officially they're not supposed to and most requests are refused.

RANKK7 · February 2019

edit: damn I've read this thread wrong, I blame I'm tired and my bad english. For some reason I thought it was about mail items disappeared like reported these days in other threads and you got a shameful reply talking about deconned gear (totally unrelated and sloppy reply from support), so my comment.

Since that happened to me, to get some very sloppy and unrelated replies, I felt to rant as I always do when there are similar reports from others.

On topic, I never deconned anything by mistake, so I dont know about that. Though I wouldn't be optimistic sending a report for that because it's been my mistake. It's true many have reported they had the items restored after deconning by mistake, I've read quite some here on the forum, even if not recently; if I think about it all those posts were quite old. Perhaps they chaged their rules/guideline on that.

The situations that I truly resent are the ones when the items went away due to a bug and I'm not to blame in the slightest, then I really would like to get replies that makes perfect sense and actual support.

Finder wrote: »

So this basically taught me the getting help is completely up to the whims of the CS rep you get.

Yes, that can be true in any case.

D0PAMINE · February 2019

I've never heard of them replacing items, just gold returned. Idk.

MLGProPlayer · February 2019

D0PAMINE wrote: »

I've never heard of them replacing items, just gold returned. Idk.

I know tons of people who have had items restored. They definitely have the ability to do it. I guess the rarity of the item impacts how helpful they are too. Like for example, if you deconned a vMA staff vs. a craftable staff.

Ankaridan · February 2019

I have requested item restoration after accidentally deconning a gold Caluurion's staff during a bag clearing spree.

It was refused.