Bank Issues Status Request

rrcottinb14_ESO · April 2014

I am more than a little peeved about the bank reset issue I and other have experienced. I started having issues on 4/1 and submitted a ticket. I still have not gotten any response from my last request for status on 4/7. Sure, I want this fixed and my gold refunded. But, what really bothers me the most is an almost total lack of attention from customer service. Sure, I get polite canned emails that might or might not have anything to do with my request. But, no real status. Rather that just start another "customer service sucks" thread (tempting as it might be), I would like to offer some advice:

Create a bank issues status update thread here in the customer support forum. Tell us what you think the issue is and what you are trying to do to solve it. Heck, have a developer write the post if need be.
Lock the thread so that we don't have a thousand people screaming "me too" and "you suck". This thread is for ZOS to communicate status to those of us impacted by this bug.
Make the thread sticky until you resolve the issue.
Update the post at least once a day. Even if the progress is just "still trying to find the issue", at least we know you have not forgotten us.

This bug is a real pain for some of us. I would call it game breaking. So, a little extra TLC from Customer Service wouldn't kill you on this one.

Eris · April 2014

I'm sure they think the issue is a coding problem and that they are looking at the code to find it. It is likely high on the list of priorities and until they locate and eliminate the problem there isn't much they can say other than, working on it.

Additionally, even once they believe they have found it, and think they have fixed it, QA will have to test it and sign off on it. Then it goes into the patch phase at which point it gets assembled with other patches... then back to QA to make sure it doesn't do something unexpected.. then they sign off on it again and it goes to network operations for deployment... Total turn around, no less than a week and likely longer.

rrcottinb14_ESO · April 2014

I appreciate the difficulties. I work in IT myself. But, that doesn't change the basics of customer service which revolve around communication. If they don't have time to provide status to the many impacted players, here is one way they could let us all know with a single action. It is just another expected bug until it bites you. Then it becomes a game breaking issue.