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Zenimax - YOUR TECH SUPPORT IS DISHONEST
Whatever group of untrained monkeys you hired to facilitate tech support, they are just awful. They make it so obvious that they are being paid by the ticket, it isn't funny.
100% of the time they respond with a form letter and most of the time, that form letter does not actually address the tech support issue you raised.
For example, my bank got wiped out and reset so I lost all my purchased bank slots, items that were in those slots, and gold that was stored in the bank. I provided a detailed account of what I was doing that was about 10 paragraphs long, step by step, in an effort to help them understand what triggered the bug.
Tech support responds to that detailed account with a canned email telling me they are sorry about my issue, they are aware and working on it, and COULD I PLEASE PROVIDE A DETAILED ACCOUNT OF WHAT HAPPENED in the meantime. LOL
Today I sent in a ticket asking if there was a workaround for the fact that my IGNORE list is full. It appears capped at 100 and will not allow me to ignore any more gold spammers, and the spammers keep on coming.
They responded and said that they were sorry I was having issues with Gold Spammers and suggested that I use the Ignore feature to block them. ROFL
A week ago they outright lied to me and told me they had phoned me multiple times to respond to my issue, when I had been sitting beside the phone the whole time and there was no chance I missed a call. Then they finally did call me after I sent 3 emails telling them I was aware they were lying to me, which proved they actually had the correct number for me and were just trying to process through the tickets as fast as they could, by forwarding a "We tried to call you but you didn't answer" canned email.
ZENIMAX your tech support contractor is INEPT, UNSKILLED, DISHONEST, and so far are NOT EMPOWERED to actually solve a single request I have submitted.
100% of the time they respond with a form letter and most of the time, that form letter does not actually address the tech support issue you raised.
For example, my bank got wiped out and reset so I lost all my purchased bank slots, items that were in those slots, and gold that was stored in the bank. I provided a detailed account of what I was doing that was about 10 paragraphs long, step by step, in an effort to help them understand what triggered the bug.
Tech support responds to that detailed account with a canned email telling me they are sorry about my issue, they are aware and working on it, and COULD I PLEASE PROVIDE A DETAILED ACCOUNT OF WHAT HAPPENED in the meantime. LOL
Today I sent in a ticket asking if there was a workaround for the fact that my IGNORE list is full. It appears capped at 100 and will not allow me to ignore any more gold spammers, and the spammers keep on coming.
They responded and said that they were sorry I was having issues with Gold Spammers and suggested that I use the Ignore feature to block them. ROFL
A week ago they outright lied to me and told me they had phoned me multiple times to respond to my issue, when I had been sitting beside the phone the whole time and there was no chance I missed a call. Then they finally did call me after I sent 3 emails telling them I was aware they were lying to me, which proved they actually had the correct number for me and were just trying to process through the tickets as fast as they could, by forwarding a "We tried to call you but you didn't answer" canned email.
ZENIMAX your tech support contractor is INEPT, UNSKILLED, DISHONEST, and so far are NOT EMPOWERED to actually solve a single request I have submitted.
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PS I should add that in each case the response was a form letter, and in each case the issue has not been resolved and I doubt ever will be resolved. I've been waiting 4 days now since the game wiped my bank account, items and all my gold, and they have done NOTHING to resolve it.1
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jarrellj✭✭✭This is disgusting. I really hope something is done about this outrage. I've actually had no real problems in the game but I'm still thinking I may not extend my time because of the horrendous problems -with NO solutions - others have had with the game, AND with people who are supposed to help and are doing nothing but giving lip service. This just stinks.
JJ2 -
Appreciate the support, and I want to be clear that I understand they are getting a ton of service requests, but there is a difference between being backlogged and legitimately trying to resolve customer issues, and what is currently happening.
Currently, they are not even reading the email tickets most of the time before they submit their form letter response in the hopes the ticket goes away.
It's some of the worst support I have ever experienced.2 -
otomodachi✭✭✭george.smithb16_ESO wrote: »PS I should add that in each case the response was a form letter, and in each case the issue has not been resolved and I doubt ever will be resolved. I've been waiting 4 days now since the game wiped my bank account, items and all my gold, and they have done NOTHING to resolve it.
FWIW, personally I think it's the "not empowered" part that is shooting the CSRs in the foot. When i managed to get to a person in tier3 or tier4 possibly, they were actually helpful.
Having to get through inaccurate replies and false ticket closures to get someone to help you, though, feels like triage intended to get people to give up and just accept broken stuff.
Sorry.
What do you gain by criticizing a CSR complaint?1 -
Terminus✭✭✭✭✭Sorry to hear about your problems man,
Could you post screenshots or copies of the responses,
The name of the person who responded to you,
and other information that could help out Zenimax?
It's obvious they're outsourcing their report service,
they only have 150 employees in Maryland.1 -
otomodachi wrote: »george.smithb16_ESO wrote: »PS I should add that in each case the response was a form letter, and in each case the issue has not been resolved and I doubt ever will be resolved. I've been waiting 4 days now since the game wiped my bank account, items and all my gold, and they have done NOTHING to resolve it.
FWIW, personally I think it's the "not empowered" part that is shooting the CSRs in the foot. When i managed to get to a person in tier3 or tier4 possibly, they were actually helpful.
Having to get through inaccurate replies and false ticket closures to get someone to help you, though, feels like triage intended to get people to give up and just accept broken stuff.
Sorry.
Yes 100% Yes! The Tier 1 and even Tier 2 people know absolutely nothing about the game, or the issues, and their presence effectively creates an environment where only the people who have the stamina to fight, demand elevation to a higher tier, etc... have any hope of eventually getting a resolution... although I can only speculate that ANYONE is getting a resolution, since I haven't seen it.
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otomodachi✭✭✭george.smithb16_ESO wrote: »otomodachi wrote: »george.smithb16_ESO wrote: »PS I should add that in each case the response was a form letter, and in each case the issue has not been resolved and I doubt ever will be resolved. I've been waiting 4 days now since the game wiped my bank account, items and all my gold, and they have done NOTHING to resolve it.
FWIW, personally I think it's the "not empowered" part that is shooting the CSRs in the foot. When i managed to get to a person in tier3 or tier4 possibly, they were actually helpful.
Having to get through inaccurate replies and false ticket closures to get someone to help you, though, feels like triage intended to get people to give up and just accept broken stuff.
Sorry.
Yes 100% Yes! The Tier 1 and even Tier 2 people know absolutely nothing about the game, or the issues, and their presence effectively creates an environment where only the people who have the stamina to fight, demand elevation to a higher tier, etc... have any hope of eventually getting a resolution... although I can only speculate that ANYONE is getting a resolution, since I haven't seen it.
Yes. This was the final reason for my going from seeking any kind of info that'd convince me to keep the game (I just wanted some idea of when I could expect it to look like I thought it'd look) and instead just getting my money back. Customer Service is there to service the customer. You exceed expectations and work on their time frame. The CS department was ZO's last chance to retain a specific subset of customers, and I can say from experience that THAT SPECIFIC BRANCH of the CS department has not lived up to my expectations, and did not work on my time frame.
But once again, Scott the tier 3 or 4 CSR did a great job taking care of me once it was too late to keep me as a customer.What do you gain by criticizing a CSR complaint?0 -
cheeser123✭✭✭What's sad to me is that people are clamoring for better communication or some kind of public announcement from Zenimax that they are aware of these issues and will sincerely work to fix them. The one place we don't want to get that message is in a response that summarily dismisses our concerns as having been resolved when they haven't been!0 -
MysticAura✭✭✭They're not lying, they're just failing to read the emails properly. Seems as if they skim over them, which I've found is common for many companies, and really frustrating. Which is why I tend to call instead when I really need some faster help.0
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Could you post screenshots or copies of the responses, The name of the person who responded to you,
and other information that could help out Zenimax?
It's obvious they're outsourcing their report service,
they only have 150 employees in Maryland.
Sure, and I have no issue with outsourced tech support, it's just the guys they are using are dishonest and/or inept, and as I speculated earlier, I suspect they are paid by the ticket as their primary goal seems to be to get that ticket processed as quickly as possible, rather than read and understand it.
Here is an example of my request and their response, which proves they did not even read the request.1 -
otomodachi✭✭✭george.smithb16_ESO wrote: »Could you post screenshots or copies of the responses, The name of the person who responded to you,
and other information that could help out Zenimax?
It's obvious they're outsourcing their report service,
they only have 150 employees in Maryland.
Sure, and I have no issue with outsourced tech support, it's just the guys they are using are dishonest and/or inept, and as I speculated earlier, I suspect they are paid by the ticket as their primary goal seems to be to get that ticket processed as quickly as possible, rather than read and understand it.
Here is an example of my request and their response, which proves they did not even read the request.
Again, from my experience, I think that what is happening is that until your ticket is escalated to a certain point THE ONLY TOOLS AVAILABLE to the CSRs are to fire off a pre-canned email. Again, grain of salt, what do i know? But for about 10 days now I've been placing the blame on whoever set up the customer service contracts, whoever set the policy for customer service reps, and whoever set up policy and organization for the forums. I am sorry but I feel the whole thing is a huge mess, and to make that big a mess you need a high vantage point. :PWhat do you gain by criticizing a CSR complaint?0 -
I was lied to as well when I asked about options regarding service extensions between the end of Early Access and when I would receive my physical copy of the Imperial Edition through the mail.
In spite of them saying that a service extension would break policy, there have been many users on the forums who have confirmed that they received service extension codes to continue service while they wait to receive their physical copies through the mail!
Following this message, support and responses to my tickets dropped entirely! The few and little responses I've received since receiving this message were either automated or written by people who spent little to no time reading any of my tickets. The lack of support for any one of my five-six support tickets infuriates me and I'm frustrated beyond belief. I've tried to keep a cool head in this but I'm baffled at the sheer lack of response and help I'm receiving.0 -
This is the person who lied to me by telling me she phoned me multiple times. She also asks me to submit a ticket in game, which I did prior to actually requesting the phone call, so she cannot see that ticket or did not bother to check.
This person phone me back finally when I called her on her BS in a response telling them I knew they were lying about phoning me, and then told me on the phone that there was nothing they could do to help me, and that "they" were working on a fix in the background.
Heard nothing since for four days.1 -
This is the series where my bank reset from 90 slots (I had purchased through upgrades) to 60 slots (the starting default). I lost all items in those 30 slots, money in the bank, and the cost of upgrading the bank slots. (I estimate around 20,000g)
The worst part of this one is I am scared to upgrade my bank slots again, lest it happen again, so I am suffering with a really small 60 slot bank for the time being.
Anyway, this is the one that started out with them lying about phoning me, above, but if you follow this series you see them at the end asking me, after 4 days, to provide information I already provided (a detailed account of what happened and what I lost)
This is [Incident: 140406-079779]0