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Zenimax in game support a bit of a joke.
Carafina34
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Ok, so I had a bug where I couldn't inv anyone to my guild and no one could inv me to a party. I tried re logging, patching all the usual. When it still didnt work I posted a support ticket via in game explaining my issue. Lo and behold I get reply, which not only is illegible, also assumes I am a moron. I copy it here.....
Response By Email (Vanessa) (04/12/2014 02:27 PM)
Greetings adventurer!
Thank you for contacting The Elder Scrolls Online Team.
We are sorry to hear about your situation. Black magic has entered in your game, not letting you talk to your friends... Molag Bale has eyes and ears everywhere, careful with the words that gives, try sighing as possible!
To be able to talk to other Knights please you shall try this magic spell:
For sending a friend request to another player, press [O] to open the Contacts panel and then press [E] to add a name. Contacts can be added either by their character name or UserID.
It is also possible to add a custom message to the request. Players should always add "@" in front of the UserID when adding a new one to their friend list.
To request friendship with a player who is standing nearby, hold [F] to interact with them and choose the option to send a friend request from the radial menu. To confirm, release the [F] key.
Thank you for your continued interest and support! Hope to see you in Tamriel!
Kind Regards,
Vanessa
The Elder Scrolls Online Team
Seriously is this support team a joke?????????
Zenimax you really need to do better than this.
Response By Email (Vanessa) (04/12/2014 02:27 PM)
Greetings adventurer!
Thank you for contacting The Elder Scrolls Online Team.
We are sorry to hear about your situation. Black magic has entered in your game, not letting you talk to your friends... Molag Bale has eyes and ears everywhere, careful with the words that gives, try sighing as possible!
To be able to talk to other Knights please you shall try this magic spell:
For sending a friend request to another player, press [O] to open the Contacts panel and then press [E] to add a name. Contacts can be added either by their character name or UserID.
It is also possible to add a custom message to the request. Players should always add "@" in front of the UserID when adding a new one to their friend list.
To request friendship with a player who is standing nearby, hold [F] to interact with them and choose the option to send a friend request from the radial menu. To confirm, release the [F] key.
Thank you for your continued interest and support! Hope to see you in Tamriel!
Kind Regards,
Vanessa
The Elder Scrolls Online Team
Seriously is this support team a joke?????????
Zenimax you really need to do better than this.
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Hilandra✭✭so her help is explaining the tutorial in how u add someone.. how great that the support cannot see the difference between someone who's bugged and someone who simply doesn't know how to talk to people. Unbelievable...
I just facepalmed reading this.. sigh. I feel your pain!0 -
nate_mcclellandub17_ESOSoul ShrivenIt's like she has no idea what game shes giving "support" for3 -
Tweek✭✭✭As I said in my threads this game...as of right now...is horribly broken and support isn't helping at all.0 -
I could do without the role played answers. It's rather unprofessional, and kind of comes off like they are having fun with our problems. I know that is not what is intended, but it does. They just need to help people solve their problems.
Sorry you are having troubles. I feel your pain. I've lost: inventory, bank, horse and skill points this morning. I'm having similar frustrations. Hang in there... I trust this will get better soon.
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My character is bugged and Mundus stones no longer work. I submitted a ticket and all I received was a copy/paste response that defined Mundus stones, skyshards, and alchemical ingredients. Uselessly patronizing.
Too much effort went into designing this game, world, and story to have the experience so adversely impacted by management in non-development related areas of the business. It's like when your favorite sports team has all the right players and a terrible coach or coordinators.3 -
Here's one of my joke support stories.
So I see many (another person said they counted over 50) different random named characters (you know the ones... the gold sellers) cycling through a quest that was easy with a 200g+ reward.
All were lvl 5, wearing their starting clothes, and doing this quest in Rivenspire, which is like lvl 25-35.
So I send in several reports on a few of them, and here's one of the support emails I get:
Good day to you ,
Thank you for contacting Elder Scrolls Online Support,
The dwellers of Tamriel thank you for taking time from your quests to report this offence. Maintaining the integrity of the land is a priority; we will investigate this matter and take appropriate action.
To protect individual privacy, we do not disclose the outcome our investigation.
In the meantime if it makes you feel better you can shout "STOP CRIMINAL SCUM" at them.
I find it quite satisfying.
Safe roads and good weather.
Jason
Elder Scrolls Online Support
Another reply told me the steps to ignore a player....
One other said she'd be assisting me today... and didn't do anything at all.5 -
CowNRB✭✭✭Lmao i like the support i have gotten so far and people need to calm down and if you don't like it why do you even come on the forums? to start fights? i really want to know lolEdited by CowNRB on April 13, 2014 8:56PM0 -
Madcow3241 wrote: »Lmao i like the support i have gotten so far and people need to calm down and if you don't like it why do you even come on the forums? to start fights? i really want to know lol
This is just a hunch, but i think people come to the customer support forums for customer support.
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CowNRB✭✭✭Read the thread title. its obviously not helping them so why did they post in customer support?Edited by CowNRB on April 13, 2014 9:02PM0
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Tweek✭✭✭dbennett707cub18_ESO wrote: »Madcow3241 wrote: »Lmao i like the support i have gotten so far and people need to calm down and if you don't like it why do you even come on the forums? to start fights? i really want to know lol
This is just a hunch, but i think people come to the customer support forums for customer support.
This.2 -
Hearts✭✭✭dbennett707cub18_ESO wrote: »Madcow3241 wrote: »Lmao i like the support i have gotten so far and people need to calm down and if you don't like it why do you even come on the forums? to start fights? i really want to know lol
This is just a hunch, but i think people come to the customer support forums for customer support.
This.
This.
Yes, Im triple quoting, thats how great his respond is
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Gibber✭I think the flavor text is fine, but I agree that they should not only offer the basic tutorial solution for new players but also 2 or 3 additional steps for more complicated problems.0 -
Exivus1✭I too appreciate the spirit of the RP answers to support, but when you lose a ton of gold through no fault of your own, it is very frustrating.0
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Ok that is a freaking joke. The RP talk is okay, but can be kinda frustrating when you have a real problem and it's really pissing you off and all you want is an answer.. 2nd off all and most importantly she just explained to you how to add someone in the game. Like ofcourse he understands how to add someone in the game! Why would you talk to him like he's a freaking 6 year old? Why would someone send a ticket to zos about how to add someone in the game instead of asking in the in-game chat or the forums or just easily have googled it? Tickets are for bugs, not tutorials. This girl was obviously not understanding her job which is a very bad sign. If zos is hiering people that doesn't even know what their job is about it's a very very bad sign. I share your frustration man, really doEdited by xshadowclawzz12 on April 13, 2014 10:13PM3 -
dbennett707cub18_ESO wrote: »Madcow3241 wrote: »Lmao i like the support i have gotten so far and people need to calm down and if you don't like it why do you even come on the forums? to start fights? i really want to know lol
This is just a hunch, but i think people come to the customer support forums for customer support.
This.
This.
Yes, Im triple quoting, thats how great his respond is
This
Yes, i'm quadruple quoting, that's how great his respond is.
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Tuchaka✭✭it's a lot of form letter responses which makes me wonder if a actual human even read it, i was asked twice for the same information with the same exact wording. Several days apart....makes me wonder if i have been waiting for my issue to be resolved or just waiting for nothing.......0 -
Silverblade✭✭This does not surprise me. The responses to my own tickets have been just as ridiculously useless. A joke indeed.Unsubbed.
You have 4 days of game time remaining.0 -
Jadeviper1974✭✭✭Just remember these days first lvl customer support is whatever nearly literate high school drop out they could get into the chair for just over minimum wage with some typing skills. So don't expect to much.What is written above are my honest opinions. If you agree then; "Great!" If you disagree; "Great!" I really couldn't care less either way.0
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Thepal✭✭I do think they need to drop the RP for serious issues. For someone that has just lost their bank account or had a bug that has prevented them from doing things in the game it can just escalate the situation.
As I've said in a customer service survey that they have sent me, I don't mind a copy/paste response as long as it actually applies to my situation. Things like this, where it doesn't seem like they actually read the problem and just assumed it was a generic problem, annoy me. I know a few people (myself included) that have sent in a report saying something happened and /stuck didn't work, and we received the copy/paste response to use /stuck. And in this case, it seems like they didn't read the response properly because they were spending too much time coming up with a silly RP response.2 -
Jadeviper1974✭✭✭My favorite responses are the ones that apparently imply that somehow the game is going to fix itself like when they say if we don't hear back form you in x number of days we will conclude that your problem has been resolved. Apparently they really do believe in magic.What is written above are my honest opinions. If you agree then; "Great!" If you disagree; "Great!" I really couldn't care less either way.6
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Yeah I work tech support for AT&T and I am on the phone for up to 2 hours sometime with someone who doesn't know how to use google. I understand what customers can be like, and what it can be like when you know the customer is right but you're not allowed to do anything, but this is just horrible.
For a game that is asking for a subscription fee this customer service an absolute joke.0 -
Carafina34 wrote: »...
Lo and behold I get reply, which not only is illegible, also assumes I am a moron. I copy it here.....
...il·leg·i·ble
adjective
not legible; impossible or hard to read or decipher because of poor handwriting, faded print, etc.: This letter is completely illegible.
...
illegible, unreadable - Illegible refers to bad handwriting, while unreadable refers to poor writing.
I also facepalmed reading this.
Sorry, I couldn't resist. Hope you get your issue sorted out.0 -
CowNRB✭✭✭changing my opinion i now have been waiting almost a day for my issue to be fixed.
at least there polite about it thoughEdited by CowNRB on April 13, 2014 11:35PM0 -
Dolenz✭✭✭I hate automated replies to help tickets but I understand why many companies, not just gaming companies, use them.
If they solve the users problem then great and if it doesn't then that means fewer troubleshooting tips are needed when they do get to a real CS person.
I understand them, but I don't like them0 -
Carafina34✭✭✭chipz88b14_ESO wrote: »Carafina34 wrote: »...
Lo and behold I get reply, which not only is illegible, also assumes I am a moron. I copy it here.....
...il·leg·i·ble
adjective
not legible; impossible or hard to read or decipher because of poor handwriting, faded print, etc.: This letter is completely illegible.
...
illegible, unreadable - Illegible refers to bad handwriting, while unreadable refers to poor writing.
I also facepalmed reading this.
Sorry, I couldn't resist. Hope you get your issue sorted out.
If you read it, the reply actually doesn't make any sense.
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Carafina34✭✭✭
I came on the forum to highlight how woefully inadequate support is. How it actually doesn't address the problem in the first place. where else am I supposed to highlight this. I hate to think what support reply I would get from a ticket about it ;pEdited by Carafina34 on April 14, 2014 6:38AM0 -
Jadeviper1974 wrote: »My favorite responses are the ones that apparently imply that somehow the game is going to fix itself like when they say if we don't hear back form you in x number of days we will conclude that your problem has been resolved. Apparently they really do believe in magic.
That's a standard line for all tickets.
Sometimes people have an issue, and after they submit a ticket, realize "oh! That's why it's breezy down below, I'm not wearing pants!" and never respond to say they no longer need help. This helps prevent having month old open tickets, etc.
And if you do still have an issue, you rarely don't reply to ticket responses.
And for those having issues, did you reply to the reponses saying "Your misunderstanding me" and such?Edited by Rajani Isa on April 14, 2014 7:10AM0