Update 24 and the Dragonhold DLC Game Pack are both now available for testing on the PTS! Experience the amazing conclusion to the Season of the Dragon saga. You can read the full patch notes here: https://forums.elderscrollsonline.com/en/discussion/493609/ 

Customer Support?

Sanct16
Sanct16
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Can anyone explain me why it takes the support so long to send an automated response e-mail?

http://prntscr.com/olq92h

Take a look at this... Clearly no human has read my ticket, yet it took ages to get this response.

Is ZOS strategy honestly to discourage players writing tickets this way?

- EU - Raid Leader of Banana Zerg Squad
AD | AR 50 | Sanct Fir'eheal | ex Mana DK @31.10.2015
EP | AR 50 | Sanctosaurus | Mana NB
AD | AR 44 | rekt ya | Mana NB
AD | AR 41 | Sanct Thunderstorm | Mana Sorc
EP | AR 36 | S'na'ct | Mana NB {NA}
AD | AR 29 | Captain Full Fist| Stam DK
AD | AR 29 | Sanct The Dark Phoenix| Stam Sorc
EP | AR 16 | Horny Sanct | Stam Warden
EP | AR 16 | Sánct Bánáná Sláyér | Mana DK
DC | AR 13 | ad worst faction eu | Stam Sorc
DC | AR 13 | Lagendary Sanct | Mana NB

>290.000.000 AP
  • Taleof2Cities
    Taleof2Cities
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    You can’t wait on a ticket after the first canned response. Be sure to follow up ... promptly but politely. That’s just the way it works.

    Another option is to post your ticket number in the General Help forums. (Maybe a forums mod can move this thread to General Help).
    "May you walk on warm sands."
    "First, I would ask that you look to the poor and the suffering around Cyrodiil. Look into their hearts, and then look into your own."
    "May Auri-El's light guide you in your darkest hours."

    North American (NA) PC Megaserver (click to view):
    Vilerihala - Magicka Templar (Altmer ~ Dedicated Healer) ~ Màisalihna - Stamina Dragonknight (Bosmer) ~ Áhliaselia - Stamina Templar (Bosmer) ~ Thraccenia Vendicci - Stamina Sorcerer (Imperial) ~ daa'Vaaliánia - Magicka Warden (Dunmer) ~ Wenayastare - Magicka Dragonknight (Altmer) ~ Aráliavina - Stamina Nightblade (Bosmer) ~ Ysyna Rielle - Magicka Warden (Breton) ~ Dro-r'Aahni Bright-Paws - Magicka Necromancer (Khajiit) ~ Rhusannah - Stamina Nightblade (Redguard) ~ Eirellonye - Magicka Nightblade (Altmer) ~ Lae'Suuriávia - Stamina Warden (Bosmer) ~ Dralora Savani - Magicka Sorcerer (Dunmer) ~ Billows-With-Incense - Magicka Warden (Argonian ~ Dedicated Healer) ~ Anísa'Vardaia - Health Dragonknight (Imperial) ~ Azhnakha gra-Shugarz - Stamina Necromancer (Orc) ~ Vilinalara - Magicka Sorcerer (Altmer ~ Grand Master Crafter)
  • Sanct16
    Sanct16
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    I do know that this is the way it always is. However I would like to know why it is this way.

    There are two options: Either
    - a human read my ticket and decided to send this generic response that clearly doesn't help me or
    - a computer script selected a fitting generic response.

    In the first case I don't get why he would do it as it clearly doesn't help me and I specificly stated in my ticket to not send me a automated response.
    In the second case I don't get why it took so long.

    Which leads me to my starting question: Why?
    - EU - Raid Leader of Banana Zerg Squad
    AD | AR 50 | Sanct Fir'eheal | ex Mana DK @31.10.2015
    EP | AR 50 | Sanctosaurus | Mana NB
    AD | AR 44 | rekt ya | Mana NB
    AD | AR 41 | Sanct Thunderstorm | Mana Sorc
    EP | AR 36 | S'na'ct | Mana NB {NA}
    AD | AR 29 | Captain Full Fist| Stam DK
    AD | AR 29 | Sanct The Dark Phoenix| Stam Sorc
    EP | AR 16 | Horny Sanct | Stam Warden
    EP | AR 16 | Sánct Bánáná Sláyér | Mana DK
    DC | AR 13 | ad worst faction eu | Stam Sorc
    DC | AR 13 | Lagendary Sanct | Mana NB

    >290.000.000 AP
  • Thorntongue
    Thorntongue
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    Sometimes you're lucky if you get a response or if they actually read what your issue is.
  • fetito666
    fetito666
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    Probably they outsourced the tier 1 support, but my cases got all resolved so far. I cannot complain.
  • rpa
    rpa
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    Just take habit of logging out of somewhere else than Cryo until they fix it. Its not a crown store related problem so you can not expect prompt solution.
  • jircris11
    jircris11
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    rpa wrote: »
    Just take habit of logging out of somewhere else than Cryo until they fix it. Its not a crown store related problem so you can not expect prompt solution.

    Actually I got a similar issue responded to within a day. Reply to the first response and you should get an actual person. Its annoying but it's how it is.
    IGN: Ki'rah
    Khajiit/Vampire
    DC/AD faction/NA server.
    RPer
  • Kel
    Kel
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    All my customer service interactions have been both helpful and pleasant.

    I've made many complaints about this company and this game, I'm as far from a white knight as can possibly be, but in this area I have had no complaints.

    It's as simple as responding to the first generic e-mail they send you. It's slightly annoying, sure, but it is what it is.
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