ZOS/ESO Customer Support compared to others
priforce
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I just had a horrible experience with another MMO that a friend of mine suggested I play. I won't name them explicitly, but the company servicing the MMO's initials are "SE". When I had an issue with the game, I contacted their customer service and they threatened to cancel my account indefinitely if I contacted my bank to reclaim the money they took, a simple $10.
That has not been my experience with Zenimax and the Elder Scrolls Online customer support team. When you are dealing with a company that largely operates in Japan, you are playing by Japan's rules. The "North America" label is really just a frontend, which means no empathy or support. They even threatened (again) to cancel my account again when I mentioned that I would file a complaint with the Better Business Bureau. The customer support chat agent closed the chat after I asked to be forwarded to a manager.
When I finally spoke to someone they admitted that their terms and service agreements are stricter than other companies, especially the US-based ones. I honestly wished I'd known that before I gave this MMO a shot. Hindsight is 20/20 as they say.
Whenever I have had an issue with something that happened in-game with Zenimax, Bethesda, and Elder Scrolls Online, they would not close a ticket unless there was a lack of response from me or the issue is resolved. I did not realize how much more "problem-solving" support team is compared to "SE" and that is what I wanted to highlight.
Kudos to Zenimax, Gina and the Elder Scrolls Online crew.
Edited by priforce on March 26, 2019 11:53PM That has not been my experience with Zenimax and the Elder Scrolls Online customer support team. When you are dealing with a company that largely operates in Japan, you are playing by Japan's rules. The "North America" label is really just a frontend, which means no empathy or support. They even threatened (again) to cancel my account again when I mentioned that I would file a complaint with the Better Business Bureau. The customer support chat agent closed the chat after I asked to be forwarded to a manager.
When I finally spoke to someone they admitted that their terms and service agreements are stricter than other companies, especially the US-based ones. I honestly wished I'd known that before I gave this MMO a shot. Hindsight is 20/20 as they say.
Whenever I have had an issue with something that happened in-game with Zenimax, Bethesda, and Elder Scrolls Online, they would not close a ticket unless there was a lack of response from me or the issue is resolved. I did not realize how much more "problem-solving" support team is compared to "SE" and that is what I wanted to highlight.
Kudos to Zenimax, Gina and the Elder Scrolls Online crew.
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ccmedaddy✭✭✭✭✭
✭✭ZOS devs may be tragically incompetent when it comes to maintaining their own game but I have nothing bad to say about the customer service reps. I don't think I ever waited longer than 2 business days for someone to respond to my ticket. Big thumbs up from me too 👍👏1 -
Tasear✭✭✭✭✭
✭✭✭✭✭Check reviews before going into anything. There's issue here too with customer support but what that other game like a low production game with scumball pratices.1 -
priforce✭✭✭And if I report it in any way even if it doesn't mean a chargeback, they would ban my account.0
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priforce✭✭✭Also just because it is US illegal doesn't mean it is Japan illegal - as I had to learn the hard way.0
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daemonios✭✭✭✭✭
✭✭✭✭✭ZOS devs may be tragically incompetent when it comes to maintaining their own game but I have nothing bad to say about the customer service reps. I don't think I ever waited longer than 2 business days for someone to respond to my ticket. Big thumbs up from me too 👍👏
Same. I'm often quite negative here in the forums, but I've praised customer service before and I'll do it again. I only remember two interactions with them - one about a bugged achievement that required in-game correction by a GM (when those were a thing), and another one recently because I mistakenly bought a duplicate berry from the Impresario. In both cases the response was pretty fast and the problems were solved.1 -
theyancey✭✭✭✭✭
✭Throughout beta and to today I have never had a bad experience with ESO customer service. We have not agreed 100% on every issue but I have always been treated with understanding and respect.0 -
anadandy✭✭✭✭✭
✭✭I agree - I just had an interaction with them today - where I panicked and though I did something totally stupid. They checked my account, got me sorted and were incredibly nice - even though it was 100% my dumbosity.0 -
Tasear✭✭✭✭✭
✭✭✭✭✭ZOS devs may be tragically incompetent when it comes to maintaining their own game but I have nothing bad to say about the customer service reps. I don't think I ever waited longer than 2 business days for someone to respond to my ticket. Big thumbs up from me too 👍👏
Same. I'm often quite negative here in the forums, but I've praised customer service before and I'll do it again. I only remember two interactions with them - one about a bugged achievement that required in-game correction by a GM (when those were a thing), and another one recently because I mistakenly bought a duplicate berry from the Impresario. In both cases the response was pretty fast and the problems were solved.
I think the devs do a good job it's always costumer support I had a beef with. Though they been a lot better this year.0 -
Sylvermynx✭✭✭✭✭
✭✭✭✭✭Far FAR better than RIFT/Trion, about even with WoW/Blizzard. Both those others were years in the past....
Though I do have to enter a caveat: I rarely have things I need to contact support about.0 -
Hanokihs✭✭✭✭✭Whenever I've had to contact customer service, it's almost always a QoL request where I shrug and go "Eh, doesn't hurt to ask, let's see what happens. Maybe I'll get lucky." I once had an issue a long while back when they were having a rough time coordinating with Xbox to get my monthly crowns to my account, where it felt like I was getting jerked about (but it was balanced in the end, so all gucci).
Like, Customer Support here isn't perfect. They do have times where they don't seem to understand what it is that I'm asking for and it takes a couple back-and-forths to explain my problem to someone who gets what I'm saying. But they try so darned hard, bless em; I end up feeling a little bad for making their lives miserable instead of the other way around. That's how likable and supportive they are, no matter how stupid the problem is you give em.
Bethesda and ZeniMax can have some awful policies, but the CS team knocks it out of the park almost every time."I haven't really played much yet, but lemme tell you all about how the game should include X and be a lot more like Y!" - Half the posters on this forum."I've been here for years, and lemme tell you all about how they should never change or evolve Z, because then the game would be ruined forever." - The other half of posters on this forum.1 -
Nerouyn✭✭✭✭✭
✭✭When you are dealing with a company that largely operates in Japan, you are playing by Japan's rules. The "North America" label is really just a frontend, which means no empathy or support.
Not necessarily.
Steam was taken to court in Australia over their refund practices. I think one of the arguments they tried was that being based outside of Australia they weren't bound by Australian consumer law. The courts rejected that. Local - to the consumer - consumer law applies.
Of course actually suing the company yourself over $10 would probably be outrageously expensive, but you can and should report them to the US Federal Trade Commission. Threatening your account in this manner to prevent you from lawfully reclaiming money which they stole is something the FTC would probably love to hear about.Whenever I have had an issue with something that happened in-game with Zenimax, Bethesda, and Elder Scrolls Online, they would not close a ticket unless there was a lack of response from me or the issue is resolved.
My experiences with ESO CS have been mixed. Like many others I've been stuck in one of their ridiculous"reply if your problem hasn't magically solved itself" loops. After replying half a dozen times that it hadn't I had to bring in outside help to get the problem fixed.
I've had better experiences with them since that.1 -
FlyingSwan✭✭✭✭✭When you are dealing with a company that largely operates in Japan, you are playing by Japan's rules. The "North America" label is really just a frontend, which means no empathy or support.
Not necessarily.
Steam was taken to court in Australia over their refund practices. I think one of the arguments they tried was that being based outside of Australia they weren't bound by Australian consumer law. The courts rejected that. Local - to the consumer - consumer law applies.
Of course actually suing the company yourself over $10 would probably be outrageously expensive, but you can and should report them to the US Federal Trade Commission. Threatening your account in this manner to prevent you from lawfully reclaiming money which they stole is something the FTC would probably love to hear about.Whenever I have had an issue with something that happened in-game with Zenimax, Bethesda, and Elder Scrolls Online, they would not close a ticket unless there was a lack of response from me or the issue is resolved.
My experiences with ESO CS have been mixed. Like many others I've been stuck in one of their ridiculous"reply if your problem hasn't magically solved itself" loops. After replying half a dozen times that it hadn't I had to bring in outside help to get the problem fixed.
I've had better experiences with them since that.
yes, same in the EU. If the sale is made to an EU citizen in Euros or member state currency, then EU jurisdiction applies, and it is illegal to cancel an account because someone wins a chargeback or whatever. Such a thing breaks every fair-trading rule in the book.
That said, courts will look at the likelihood of getting the company into a local court to enact their power, and if there's no local office, that may not be possible. Same with Trading Standards in the UK, they are a positive force, but they do need a local office to interact with.0 -
Turelus✭✭✭✭✭
✭✭✭✭✭ZOS customer support isn't the best I've had, but it's up there in the far better ones.
As long as you're actually asking for something they can solve (not just complaining about bugs) and are polite and respectful I don't think you'll get too many issues with them.@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."0 -
Monsieur✭✭✭I just had a horrible experience with another MMO that a friend of mine suggested I play. I won't name them explicitly, but the company servicing the MMO's initials are "SE". When I had an issue with the game, I contacted their customer service and they threatened to cancel my account indefinitely if I contacted my bank to reclaim the money they took, a simple $10.
That has not been my experience with Zenimax and the Elder Scrolls Online customer support team. When you are dealing with a company that largely operates in Japan, you are playing by Japan's rules. The "North America" label is really just a frontend, which means no empathy or support. They even threatened (again) to cancel my account again when I mentioned that I would file a complaint with the Better Business Bureau. The customer support chat agent closed the chat after I asked to be forwarded to a manager.
When I finally spoke to someone they admitted that their terms and service agreements are stricter than other companies, especially the US-based ones. I honestly wished I'd known that before I gave this MMO a shot. Hindsight is 20/20 as they say.
Whenever I have had an issue with something that happened in-game with Zenimax, Bethesda, and Elder Scrolls Online, they would not close a ticket unless there was a lack of response from me or the issue is resolved. I did not realize how much more "problem-solving" support team is compared to "SE" and that is what I wanted to highlight.
Kudos to Zenimax, Gina and the Elder Scrolls Online crew.
Just some perspective on your issue with the “other” company.
That’s been their policy for nearly a decade now, it all stems back to their previous MMO, where Chinese bot farmers would create multiple accounts using the same credit card and then perform a chargeback on the card.
They introduced the policy of simply perma-banning accounts for chargebacks.
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Peekachu99✭✭✭✭✭
✭✭Customer service is impeccable. Also, calling the devs incompetent is pretty disrespecful considering the content roadmap, execution and numerous platforms they distribute on.
Some people need a reality check on what creators actually go through.0 -
Nerouyn✭✭✭✭✭
✭✭Peekachu99 wrote: »Customer service is impeccable.
Who would even try to claim something so bizarre?0 -
Trancestor✭✭✭✭✭Their customer support is great, i once sent a ticket because i didnt get the promised free crown crates for being a subcriber, the response was within a day, and although they didnt say much in it, at the same time a mysterious dwarven crate appeared in my account and when i opened it i got a radiant apex mount. Now idk if that was just me really lucky with that case or zos slipped that mount inside it but im pretty sure its the latter because my luck is usually garbage. So thanks for the cool mount zos but still please fix your game
Edited by Trancestor on March 27, 2019 10:37AM0
