Hello there,

My wife can't access her account page, she gets "error 500 - page cannot be found". I don't, mine is working like a charm. So we did some testing before submiting a support ticket.

On my computer, my account works fine, she gets error 500.
On her computer, my account works fine, she gets error 500.
On her phone (same service provider as our home ISP), my account works fine, she gets error 500.
On my phone (which uses another service provider), my account works fine, she gets error 500.

On both computers, my account works fine using either Vivaldi, Edge or Opera.
On both computers, using either Vivaldi, Edge or Opera, she gets error 500.

Should be pretty obvious by now that the problem isn't with our hardware, right ? I mean, if it were a problem of antivirus, anti-popup, browser, whatever, it would affect both accounts, not just hers. Still we went through the basics : deleting temporary files, making sure there was no "agressive" addon that would block things... As none of us actually use Edge, it's barebone and uses default settings, so at the very least Edge should have worked if that sort of thing was the issue.

So, she contacted the support, explaining what the problem was, and how I didn't have the problem on either of our computers. Basically, she gave them as many details as she could, which is most of the above.

Support answer was useless. Complete, utter bullshite.

Basically, they advised us to try all of the above, plus "try another ISP". What do I do then, knock on my neighbour's door to see if one of them is not using the optic fiber we all have access to from ONE provider, and ask them to use their stuff ? Seriously ?

Apparently, they didn't even read the message before answering. They also mentinoned that, if the client runs bad, we can use the diagnostic thingie bla bla bla. What the heck ? There was no mention about any game client issue whatsoever, it works properly and was never mentionned in the support request to start with, so how is that even relevant ?

Let me clarify something : I used to work tech support. Sure, it was over a decade ago, so I'm not up to date with modern issues, but if I had done such a lousy job, I would have been fired on the spot. When the customer specifically explains all the testing they have done, which in turn prove that the issue can NOT be related to their hardware, you don't ask them to run the same testing to rule out their hardware. It's done already, deal with it. If support level 1 can't handle it, transfer it to support level 2 and the people who actually can do more than just copy-paste basic procedures. Seriously, such an inadequate answer makes me question whether there was a human involved in the process. Is ZOS using a chatbot that picks the seemingly "best" procedure according to a few keywords ?

Whatever the reason, I'm taking over. Not because my lady isn't skilled enough or anything (although my english is slightly better), but because, due to my past work history, I have a modicum of patience in dealing with dubious support. She would fus-ro-dah the heck out of anyone who would ask her to delete her temp files or use a different browser again.

Also, those are seriously weird business practices. Considering the amount of new cash grabs this company invents, like calling a DLC a "chapter" so that they can market it outside of ESO+, one would think that they would be more interested in making sure people can actually spend their money. Generally speaking, any business that doesn't let their customer spend money on their products is... Peculiar. And yet here I am, trying to get answers for something as basic as "if I can't access my account, I can't purchase Elseweyr, and no, using a different web browser won't fix the issue".

So now, @ZOS_JessicaFolsom , @ZOS_BillE , what do we do ?