Are we being taken serious as customers?

felixgamingx1 · April 2014

Besides lag problems 80% of the current software issues should've been addressed during beta. Anyone that thinks realistically on this matter is upset they purchased a broken product not only that the subscription plan advertised was rather deceitful but trying to move on from that and looking at the positive side... Is there a positive side? ToS are too strict, In my personal experience I did not get quality service from CS when I had an issue and apparently a lot of people aren't either. I'm not giving you $14,99 a month after I paid $60 for me to log in game (if I can) and have to go through 12 inbox messages of gold sellers and gold seller guilds and suspicious friend requests and having to check my bank and gold making sure nothing misteriously desappeared and having to decide wether or not I should do the main quests because I might be stuck in it until god knows when because there's no patch addressing the issue yet.

If it were free to play I prob wouldn't even care but when I'm paying for something that's broken makes me wonder what's the point?

Tavore1138 · April 2014

Not even a little bit, next question?

Ragnar_Lodbrok · April 2014

You obviously have never played an mmo, let alone any PC game.

felixgamingx1 · April 2014

Ragnar_Lodbrok wrote: »

You obviously have never played an mmo, let alone any PC game.

Oh after all you know me so well. Wait who are you again? How do you know what I did and didn't do? Are you a stalker?

lowerlife · April 2014

I'm upset with response times. I still haven't been contacted about a problem I had atleast 5 days ago that I had to solve myself because after 24 hours I found a different way to make a payment. I shouldn't have to play guessing games as to whether or not I'll get helped

Noth · April 2014

felixgamingx1 wrote: »

Ragnar_Lodbrok wrote: »

You obviously have never played an mmo, let alone any PC game.

Oh after all you know me so well. Wait who are you again? How do you know what I did and didn't do? Are you a stalker?

Because virtually all MMOs have issues the first month of release (and possibly even months after). Gold sellers happen and cannot be completely stopped, only stemmed and banned (the devs recently banned thousands of such accounts)Then there is also the fact that nearly all ToS in games is strict. Essentially you issues are issue that affect nearly all games in this genre, p2p or f2p.

billyu5 · April 2014

Nope. Nearly two weeks later and I can't even log in nor do they respond so I assume their customer service is just a bunch of monkeys jumping up and down while banging a wrench on the servers.

kunquatb16_ESO · April 2014

I don't think we are, support need major improvement, and quickly.
http://forums.elderscrollsonline.com/discussion/79765/more-bugs-than-the-nsa?new=1 shows why i think this.

Noth · April 2014

kunquatb16_ESO wrote: »

I don't think we are, support need major improvement, and quickly.
http://forums.elderscrollsonline.com/discussion/79765/more-bugs-than-the-nsa?new=1 shows why i think this.

In that thread, he complains about issues that support can't do a thing about until a fix comes from the dev side. Many of the issues are solved by simply reloging, or using /stuck. Support is not a fix all or immediate fix for any issue. There are just as many people that are getting good support (honestly probably more) as there are getting bad support.

skarvika · April 2014

This is ridiculous. I see people saying "This game is pretty good for a launch!" all the time, but now they have quite literally broken the game. Not even the launcher works anymore.
Between the numerous quest bugs, graphical glitches, poor collision detection, guild, chat, pvp bugs...just about everything in the game has been broken at some point, this is a terrible launch and it's insulting to me that I paid 80$ and then was told I had to set up a subscription plan before I could play, just to play a game where I encounter several bugs daily, and that is so messed up that they are also taking the servers down on a daily basis. This is absolutely inexcusable and it's unfair to the people who put money into this game to give us a broken product and not even give us updates or support.
Wasn't that one of their selling points by the way, that they would have STUNNING tech support? Well, from all the reports I've filed; bugs, scammers, botters, you get the idea...the only thing I've gotten back in response is the same automated form letter. I never got a response, even when I would use the chat option.
Absolutely awful. I'm seriously considering cancelling my subscription until this game is at least a bit more stable. Every day it seems like we get a problem bigger than the last. This is not the kind of product or service anyone should be spending money on, and this is a trend in the gaming industry that really needs to stop. I'm willing to wait longer for a game that is stable. Quit releasing unfinished games.

kunquatb16_ESO · April 2014

Noth wrote: »

kunquatb16_ESO wrote: »

I don't think we are, support need major improvement, and quickly.
http://forums.elderscrollsonline.com/discussion/79765/more-bugs-than-the-nsa?new=1 shows why i think this.

In that thread, he complains about issues that support can't do a thing about until a fix comes from the dev side. Many of the issues are solved by simply reloging, or using /stuck. Support is not a fix all or immediate fix for any issue. There are just as many people that are getting good support (honestly probably more) as there are getting bad support.

Its the utter lack of reliable information that's the biggest issue. I have no idea if/when they intend to fix, none of their replies indicate this. I don't know if I'm best leaving my first toon unplayed, or just continuing to report all the many bugs. I have asked them, nothing. Also, getting a copy/paste reply that in no way relates to anything in your support ticket is just pain confusing.

Bugs I can live with, unreliable or absent information I can't.

lee.vanderlipub17_ESO · April 2014

Every patch breaks more things, this time it's the damn launcher. I'm shocked that this wasn't tested in house during their 6 hour downtime today. I can't understand why another patch isn't being pushed out or the current one removed and fixed. No, we aren't being taken seriously as customers... I've been one of the biggest supporters of the game but lately It feels as though nothing is being done to address and prevent issues from happening.

Noth · April 2014

kunquatb16_ESO wrote: »

Noth wrote: »

kunquatb16_ESO wrote: »

I don't think we are, support need major improvement, and quickly.
http://forums.elderscrollsonline.com/discussion/79765/more-bugs-than-the-nsa?new=1 shows why i think this.

In that thread, he complains about issues that support can't do a thing about until a fix comes from the dev side. Many of the issues are solved by simply reloging, or using /stuck. Support is not a fix all or immediate fix for any issue. There are just as many people that are getting good support (honestly probably more) as there are getting bad support.

Its the utter lack of reliable information that's the biggest issue. I have no idea if/when they intend to fix, none of their replies indicate this. I don't know if I'm best leaving my first toon unplayed, or just continuing to report all the many bugs. I have asked them, nothing. Also, getting a copy/paste reply that in no way relates to anything in your support ticket is just pain confusing.

Bugs I can live with, unreliable or absent information I can't.

Support cannot tell you when something is going to fixed or what will be fixed in the next patch until the devs tell them. Devs won't say what is going to be fixed or when unless it is a 100% chance of happening, because that would be unreliable information and also *** people off if it actually didn't happen. Basically you want reliable information on something that for the most part cannot be reliably given.

Sollyz · April 2014

Mate, I am sure they are working hard to fix all the issues at hand, you have to understand that no launch is perfect and bugs are bound to arise. You're paying 15$ a month which is next to nothing, if you can't understand that a game gets released on a certain time whether or not it's completely fully developed or in your eyes "perfect" then I really think you should refund the game and go find something else to do in your spare time.

skarvika · April 2014

lee.vanderlipub17_ESO wrote: »

Every patch breaks more things, this time it's the damn launcher. I'm shocked that this wasn't tested in house during their 6 hour downtime today. I can't understand why another patch isn't being pushed out or the current one removed and fixed. No, we aren't being taken seriously as customers... I've been one of the biggest supporters of the game but lately It feels as though nothing is being done to address and prevent issues from happening.

Funnily enough, I was able to log in, but I still think it's utter bs that so many people are having issues with this and then basically having to figure out what to do on their own because nobody at the ESO team will communicate anything to the players. At least post a message that says "There's been some launcher/login issues and we're working on them."
Don't get me wrong, I love the game, I'm having a great time and I'm on almost every minute I can be, but the players really deserve better and half these bugs should have been dealt with by launch, because there is some really basic stuff that you don't need to try to stumble upon. This game just won't survive if things keep going like this. The bad reputation it's garnering lately is enough to kill it early unless they shape up; an mmo survives solely on 2 things:
1. The players
2. Its reputation
And an mmo with a bad reputation will have fewer players and thus, it will die. This is what happened to Kingdom Heroes, another game I used to play back in 2010. I really don't want that for this game.

felixgamingx1 · April 2014

Sollyz wrote: »

Mate, I am sure they are working hard to fix all the issues at hand, you have to understand that no launch is perfect and bugs are bound to arise. You're paying 15$ a month which is next to nothing, if you can't understand that a game gets released on a certain time whether or not it's completely fully developed or in your eyes "perfect" then I really think you should refund the game and go find something else to do in your spare time.

$15 x 100,000+ sounds like money to you now?

droosk · April 2014

Yes, the .01% of people who have troubles, often due to their own mistakes, mean that Zenimax doesn't care.

Get a grip.

felixgamingx1 · April 2014

droosk wrote: »

Yes, the .01% of people who have troubles, often due to their own mistakes, mean that Zenimax doesn't care.

Get a grip.

You have experienced no bugs at all?
You immune to spam?
Your chat and game never lag?

Wow you got it good them you must be 0.1% the game works perfectly.

skarvika · April 2014

droosk wrote: »

Yes, the .01% of people who have troubles, often due to their own mistakes, mean that Zenimax doesn't care.

Get a grip.

Don't know how npcs not spawning would be the player's fault. Can't begin to imagine how forts in pvp not showing up would be the player's fault. I wonder how in the hell would spawning underneath a wayshrine and being unable to move would be the player's fault. This list can go on for a few paragraphs like this...
Please explain your logic here bud.

Moobs · April 2014

They really need to hire a customer relations manager, that's it. I'm fine with bugs and problems at this stage of a new MMO, but they need to communicate.

kunquatb16_ESO · April 2014

Noth wrote: »

kunquatb16_ESO wrote: »

Noth wrote: »

kunquatb16_ESO wrote: »

I don't think we are, support need major improvement, and quickly.
http://forums.elderscrollsonline.com/discussion/79765/more-bugs-than-the-nsa?new=1 shows why i think this.

In that thread, he complains about issues that support can't do a thing about until a fix comes from the dev side. Many of the issues are solved by simply reloging, or using /stuck. Support is not a fix all or immediate fix for any issue. There are just as many people that are getting good support (honestly probably more) as there are getting bad support.

Its the utter lack of reliable information that's the biggest issue. I have no idea if/when they intend to fix, none of their replies indicate this. I don't know if I'm best leaving my first toon unplayed, or just continuing to report all the many bugs. I have asked them, nothing. Also, getting a copy/paste reply that in no way relates to anything in your support ticket is just pain confusing.

Bugs I can live with, unreliable or absent information I can't.

Support cannot tell you when something is going to fixed or what will be fixed in the next patch until the devs tell them. Devs won't say what is going to be fixed or when unless it is a 100% chance of happening, because that would be unreliable information and also *** people off if it actually didn't happen. Basically you want reliable information on something that for the most part cannot be reliably given.

Ordinarily would would be correct. But my bugs are game breaking, I cannot play my first character at all, all quests are bugged. I cannot access banks on any character, I cannot buy more bag space, so continuing to quest is becoming trickier and trickier. There are things support could do, such as give extra bags for the short term. Or allow people affected to mail to themselves so they don't need to use the account bank. This would at least allow me to keep some stuff, instead of having to give it all away (selling would take to long, except to vendors, and I'd rather players had stuff).

Obviously they can't fix everything straight away, but they can do something straight away, currently, they are doing nothing to help people affected now, except thanking me for my patience.

drakuel1ub17_ESO · April 2014

Yes you are being taken care of seriously. You are worth so much per month on their net profit sheet. Each subscription is important, especially if you want bigger support staff.. Takes money to pay these people, and payroll is not cheap on any company. If you think they were going to have some huge call center and huge support staff ready to go on launch, LOL you need a serious reality check.

From what I can tell it is a small to average support staff for this game basically on par with many other MMO launches.

Now the real question and the root of your anger is are you getting support as fast as you want? Well no your not and why would you on the first month of opening a MMO with millions of players and thousands of tickets.

I am unsure what you were expecting the first month after release some sort of magical bullet to fix everyone issues and bugs in a day. Some good advice in the future when you buy games, especially MMO games. The first 6 months are going to be filled with issues and lack of support, they are going to be full of patches and tweaks..

That is the nature of the product, always has been always will be.. Even single player titles that are no way as complicated as a MMO evolving world has several major updates and patches the first 6 months.

Noth · April 2014

felixgamingx1 wrote: »

droosk wrote: »

Yes, the .01% of people who have troubles, often due to their own mistakes, mean that Zenimax doesn't care.

Get a grip.

You have experienced no bugs at all?
You immune to spam?
Your chat and game never lag?

Wow you got it good them you must be 0.1% the game works perfectly.

I've experienced bugs. Support can't a do thing to help you there. You will just get the basic relog, repair, reinstall statement. YOu are wanting something that they literally cannot give.

Spam is also something that cannot be prevented. Again they are active on that or did you not pay attention to the thousands of accounts that they banned because they were gold spammers and cheaters?

Only time I've had lag was over the weekend when they took down the servers to fix the lag. A lot of times lag ends up not being their problem. There are so many places along the line that are out of the control of ZoS and you that could cause lag.

The numbers on the forums are not a good example of how many are having these bugs. Infact most on the forums appear to not be having them (outside of quest bugs that affect everyone).

nhisso · April 2014

LOL 'teh' game is 'teh' brokenz!

gudsy · April 2014

Learn to use the forums correctly, they are actually keeping us informed in a prompt manner.
They can't just fix everything with a single patch or tweak.

And they have to filter this forum, 9/10 posts is just complaining over complaining.
They're just not answering every random rants and childish complains on main Support section.

felixgamingx1 · April 2014

gudsy wrote: »

Learn to use the forums correctly, they are actually keeping us informed in a prompt manner.
They can't just fix everything with a single patch or tweak.

And they have to filter this forum, 9/10 posts is just complaining over complaining.
They're just not answering every random rants and childish complains on main Support section.

When you sell something that doesn't work as advertised there will be complaints

Noth · April 2014

waazup wrote: »

Geez Noth is a real fanboy, sounds like and feels like a Zenimax boy masquerading as a real player. I wonder if he brings his own Vaseline or if its supplied?? You have to wonder.

Not really, there are issues I have with this game and have given feedback. It's one thing to be upset about bugs and things, it's another to have completely unrealistic expectations for something that simply isn't possible. Every single issue brought up here is being dealt with in one way or another, it's just not as fast as the OP wants. It shows that the OP doesn't understand how time consuming software debugging can be, nor how crazy customer support can be in the launch of a game.

felixgamingx1 wrote: »

gudsy wrote: »

Learn to use the forums correctly, they are actually keeping us informed in a prompt manner.
They can't just fix everything with a single patch or tweak.

And they have to filter this forum, 9/10 posts is just complaining over complaining.
They're just not answering every random rants and childish complains on main Support section.

When you sell something that doesn't work as advertised there will be complaints

Yes there will be complaints, and many of those are complaints about things that either are part of the game (see complaints about the skill system, difficulty etc), complaints that have just unrealistic standards, and complaints that are just complaining to complain.

No one here said complaints shouldn't be here. It's more pointing out that you have unrealistic expectations or haven't actually looked for the information that would solve your issue.

skarvika · April 2014

waazup wrote: »

Geez Noth is a real fanboy, sounds like and feels like a Zenimax boy masquerading as a real player. I wonder if he brings his own Vaseline or if its supplied?? You have to wonder.

z3n1mAxx is Teh BawMb!!!!!!!!11 have you played skyrim 4!!!!!!! it sucked!!!! skyrim 5 4ever!!!!!!!!!!11111 the only bad thing about skyrim online is NO SH0UTZ!!!

felixgamingx1 · April 2014

Noth wrote: »

waazup wrote: »

Geez Noth is a real fanboy, sounds like and feels like a Zenimax boy masquerading as a real player. I wonder if he brings his own Vaseline or if its supplied?? You have to wonder.

Not really, there are issues I have with this game and have given feedback. It's one thing to be upset about bugs and things, it's another to have completely unrealistic expectations for something that simply isn't possible. Every single issue brought up here is being dealt with in one way or another, it's just not as fast as the OP wants. It shows that the OP doesn't understand how time consuming software debugging can be, nor how crazy customer support can be in the launch of a game.

Wanting the game to work is unrealistic lmao what has this world come to?

kunquatb16_ESO · April 2014

Moobs wrote: »

They really need to hire a customer relations manager, that's it. I'm fine with bugs and problems at this stage of a new MMO, but they need to communicate.

Exactly, I've asked for info and advice, and none has come from anywhere. All the workaround to various bugs I've found, I've found. It's not a good sign that I can come up with workarounds when zenimax apparently can't, it's not like I'm a genius or anything...

These workarounds aren't as good as a proper fixes, but if they sort the problem in the short term, their better than nothing, Zenimax needs give out more advice.

Maxium · April 2014

My favorite part out of all of this, are the people that respond with "you've never played an mmo before" or "this is a lot smoother than x or y mmo from years back".

Those two responses are not good excuses for how poorly this game has launched. Many of us have played past mmos before. That doesn't make someone logging into my account due to their server error, "ok". That doesn't make launching an in guild store AH in 2014, that has no search option, "ok".

I'm 100% sure they are aware of everything that's going on. And that's fine. The reason they won't get a monthly sub of me, is because they've known this for months. We reported this in beta time and time again on half of these issues and we were ignored.

If they are willing to release their game with no search option in the guild store, what other things are they willing to "scoot" by with on future patches and expansions?

Not interested. The very reason I'm not continuing my sub is because I have played mmo's in the past. And this one is doing the same one the previous ones did. Ignored the consumer and released half completed content.

Next game please.