Have been waiting for more than 55 hours for serious response from customer support

almsi · April 2014

Hello. This is my last attempt:
incident id number: 140407-007781 - myself
incident id number: 140407-008285 - my wife's
We aren't able to play since Sunday evening. The 14 days of refund for the pre-orders expire soon, and we'll ask for the refund if no solution is found fast.

the answer i got on Monday evening is this:

"Hail and well met, adventurer!

Thank you for contacting The Elder Scrolls Online Team.

Molag Bal has corrupted the pre-authorization trying to stagnate his destined doom; so for credit cards, debit cards, and PayPal there is no charge made until after your included 30 days of game time has expired. For these payment methods, there is an authorization check performed to ensure the payment method is valid. You may see a temporary account authorization hold put on funds in your account while the verification completes. If there are not the needed funds in the account to validate the account may be why you received this error. Usually, this authorization hold lasts a short period of time before being removed. The duration of this hold can vary from bank to bank.

Please contact us back if this does not resolve your issue."

I am sad that i contact customer support for help, and that i only get out of it a joke. It's funny, i appreciate it and all that, i laughed, but since then i was still unable to play. It did not fix my issue. I never got another reply or message.

So devs, admins, or if someone from ZOS is interested in the defeat of Molag Bal, if we cannot log in, he wins. If we cannot log in, we will refund while we still legally can (will request it latest tomorrow morning).
And if nobody logs in to feed Molag Bal, he will just become a great story with no future. Just my personal thoughts, you don't have to share them.
Have a nice day.

otomodachi · April 2014

Where did you get word about a official cut-off on refunds?

almsi · April 2014

I am in the EEA and it is also written in the transaction receipt for our pre-orders.

otomodachi · April 2014

almsi wrote: »

Hello. This is my last attempt:
incident id number: 140407-007781 - myself
incident id number: 140407-008285 - my wife's
We aren't able to play since Sunday evening. The 14 days of refund for the pre-orders expire soon, and we'll ask for the refund if no solution is found fast.

otomodachi wrote: »

Where did you get word about a official cut-off on refunds?

almsi wrote: »

I am in the EEA and it is also written in the transaction receipt for our pre-orders.

Any comments?

MysticAura · April 2014

Call them. You have any idea how many support emails they probably have to wade through in a day before they even get a chance to see yours? For the record.. that wasn't them making it a joke, it's them trying to stay in character to an extent. I'm really starting to wonder at peoples aversion to telephones.

Auric_ESO · April 2014

If tgis is another I don't think we should have to authorize using a credit card to use my 30days free then I'm not sure what you are expecting. If it's comments from the public it's already been discussed ad nauseum. If you want a moderators comment/help then I hope you get a reply but considering the current workload and noise in this forum it's currently hard to expect your particular thread getting attention with all the others wanting the same thing

Good luck though whatever your issue is

almsi · April 2014

Yes, i was hoping a bump from an admin or something, i have seen it happen for others.
In the meantime my wife got a mail setting her issue to solved again, where they said they know there were a lot of issues for a lot of people and they did some fixes and maybe the problem was fixed. If not, she should reply, again. Nothing was changed, same problem. I didn't get anything.
Thing with phone is, you need to be able to wait and wait for hours, on the phone, till someone answers. First thing they say when you check the phone number is that they're getting more calls than expected and estimate the way time to over 1h.
I would probably wait longer with the refund, i understand the pressure CS is under, but i did not plan the launch for them. And i need to make a decision on refund or not before my time runs out, i'm not willing to gamble on the return of my money if they decide they can't fix something next week. During the early access there were times when i couldn't log also.
I also AM SURE there was no ill intent with the joke, and as i said, i don't condemn that, just the lack of a proper solution. Copy pasting the info found in launcher, forums, game etc, is not a fix.

SavageHenry · April 2014

judging by the lack of response to most if not all thread on this forum, I have the feeling the customer support is next to non existent. I have seen far less expensive game with no where near the hype give far better support.

scruffycavetroll · April 2014

what's even more annoying is when they get 'cute' with the description...molag bal corrupted it...no he didn't.

GossiTheDog · April 2014

You should reply to the ticket email asking for an escalation.

almsi · April 2014

Did that on Monday. For both tickets. Probably they weren't escalated, considering what was said in my wife's ticket reply from today. All i can do now is wait till tomorrow, when i won't be able to delay it anymore.

GossiTheDog · April 2014

Yeah. They're having customer service issues around communication and the volume of tickets vs the number of support people, very clearly. But it's their first game and it's launch week, so not totally surprising.

otomodachi · April 2014

GossiTheDog wrote: »

Yeah. They're having customer service issues around communication and the volume of tickets vs the number of support people, very clearly. But it's their first game and it's launch week, so not totally surprising.

Personally, I DO find it surprising they wouldn't overstaff for launch week. Working in the motel industry, managing front desk, we open May 2nd and will have fours staff members on minimum throughout the day/night, for a total of 6 rooms rented. It's opening night.

EDIT: And yes, I DO mean MOtel, although we don't do hourly rates or anything like that. But, that's the kind of CS we provide at a MOTEL.

SavageHenry · April 2014

GossiTheDog wrote: »

Yeah. They're having customer service issues around communication and the volume of tickets vs the number of support people, very clearly. But it's their first game and it's launch week, so not totally surprising.

In fairness given that everyone and their mother knows what launch week is like for an mmo there is no excuse for not having the support staff to handle the issues and problems people are having.

Also isn't one of the perks of having a sub fee is a quality customer service experience, which alot of people are not gettin.

pinkempyreal · April 2014

SavageHenry wrote: »

judging by the lack of response to most if not all threada on this forum, I have the feeling the customer support is next to non existent. I have seen far less expensive game with no where near the hype give far better support.

Can you even see why that makes no sense as an argument? A less expensive game with less hype and less people playing = better support? Naaahh, really? Maybe if you said something along the lines of EA having better support structure but... LMAO.
And honestly if I were ZOS I'd rather pay the manpower for people to respond to Support tickets and answer phone calls than for them to have to scroll through the forums looking for people whining about their problems. Seriously people.
I'm sorry you're having such problems but you need to be proactive about it. I'd say an hours worth of hold time is worth it if you really wanted to play this game. Sure, in a perfect world you shouldn't have to deal with this but hate to tell you....
In any case best of luck.

SavageHenry · April 2014

pinkempyreal wrote: »

SavageHenry wrote: »

judging by the lack of response to most if not all threada on this forum, I have the feeling the customer support is next to non existent. I have seen far less expensive game with no where near the hype give far better support.

Can you even see why that makes no sense as an argument? A less expensive game with less hype and less people playing = better support? Naaahh, really? Maybe if you said something along the lines of EA having better support structure but... LMAO.
And honestly if I were ZOS I'd rather pay the manpower for people to respond to Support tickets and answer phone calls than for them to have to scroll through the forums looking for people whining about their problems. Seriously people.
I'm sorry you're having such problems but you need to be proactive about it. I'd say an hours worth of hold time is worth it if you really wanted to play this game. Sure, in a perfect world you shouldn't have to deal with this but hate to tell you....
In any case best of luck.

So you should pay more for less right got ya

LostScot · April 2014

I finally got a reply to my ticket after 2 days. I've had shipping/billing probs like a lot of others and when I finally got a reply from ESO support it was to tell me that patch 1.0.2 has solved a number of issues for players...

You'd think they don't read the content of tickets or something!

pinkempyreal · April 2014

SavageHenry wrote: »

So you should pay more for less right got ya

No that's not what I'm saying. But it's to be expected. Just as I'd expect a considerable wait time for calling Xbox support. Should I complain that a multimillion (billion?) dollar company doesn't have enough CSR reps?
It almost seems like because I'm a gamer I should complain about any and everything! It's what we are good at! /sarcasm
I'm sure there are plenty of instances where ZOS has done exactly what was needed of them, but we don't see posts about that do we?
Oh well, hope you get it straightened out OP.

Vladish · April 2014

GossiTheDog wrote: »

Yeah. They're having customer service issues around communication and the volume of tickets vs the number of support people, very clearly. But it's their first game and it's launch week, so not totally surprising.

This being their first MMO is not an excuse looking at the sort of mistakes they made right at launch as well their unresponsiveness towards their customers. How long have MMOs been around? Some of the decisions/stands/mistakes they made cannot be excused by "it's their first MMO" considering the vast library of reference they had to learn from.

LostScot · April 2014

LostScot wrote: »

I finally got a reply to my ticket after 2 days. I've had shipping/billing probs like a lot of others and when I finally got a reply from ESO support it was to tell me that patch 1.0.2 has solved a number of issues for players...

You'd think they don't read the content of tickets or something!

So... Latest reply from ESO support in response to my suggestion that they hadn't read my previous ticket about the late shipping and billing problems:

"Please excuse me for the late response, we were besieged by the forces of Molag Bal. I have only recently broken their lines and fought my way clear. I was tasked with delivering this message which was of dire importance.

When you were attempting your log in our servers were unfortunately down. I am deeply sorry for any trouble this may have caused ! Should you for any reason continue to experience trouble please do not hesitate to contact us !!!"

Yeah, they're not reading the tickets.