Maintenance for the week of December 2:
• PC/Mac: NA and EU megaservers for patch maintenance – December 2, 4:00AM EST (9:00 UTC) - 9:00AM EST (14:00 UTC)
• Xbox: NA and EU megaservers for patch maintenance – December 4, 6:00AM EST (11:00 UTC) - 12:00PM EST (17:00 UTC)
• PlayStation®: NA and EU megaservers for patch maintenance – December 4, 6:00AM EST (11:00 UTC) - 12:00PM EST (17:00 UTC)
• PC/Mac: NA and EU megaservers for patch maintenance – December 2, 4:00AM EST (9:00 UTC) - 9:00AM EST (14:00 UTC)
• Xbox: NA and EU megaservers for patch maintenance – December 4, 6:00AM EST (11:00 UTC) - 12:00PM EST (17:00 UTC)
• PlayStation®: NA and EU megaservers for patch maintenance – December 4, 6:00AM EST (11:00 UTC) - 12:00PM EST (17:00 UTC)
Covid Impact?
Wylde70
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I'm curious - What precisely is the impact of COVID 19 on an industry and service which is quite LITERALLY conducted entirely online? Your customer interactions are done entirely through email, and MAYBE once in a very rare blue moon online? Your payments are all processed online, you NEVER have to encounter the 'general' public? Admittedly, physical server maintenance would require a human being to physically make contact, but masks are your friend?
So please, with all due respect and appreciation for physical distancing and personal safety - what exactly is the impact of COVID 19 on your ability to address emails and service requests?
So please, with all due respect and appreciation for physical distancing and personal safety - what exactly is the impact of COVID 19 on your ability to address emails and service requests?
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Nairinhe✭✭✭✭✭
✭✭✭More people sitting at home => more people playing the game => higher number of support requests?2 -
VaranisArano✭✭✭✭✭
✭✭✭✭✭More people sitting at home => more people playing the game => higher number of support requests?
This. There's also a couple other things I've noticed recently:
Anything financial that requires other institutions to work with ZOS probably takes longer? I know I was trying to work with businesses who were "We're not in the office, don't call us, we'll call you," and it took longer than usual to resolve. This could be impacting the time on chargebacks (and those took a couple weeks to a month to resolve back last Christmas) or refunds.
More investigations? This is pure speculation on my part, but I've been seeing a lot more automatic social bans lately. I might be wrong, but it feels like something's tripping the filter more frequently this last update. Each of those situations means someone has to check over the account to decide if the suspension should be reverse early.1 -
Reverb✭✭✭✭✭
✭✭✭✭✭Planning, status, and troubleshooting meetings are typically done in person. This is true for both project teams implementing upcoming content, and operational teams working through known issues (some small, some are significant work effort).
At Zeni there are people who specialize in one or the other, but there’s a lot of overlap of resources working multiple efforts, all requiring cross coordination. The combat team doesn’t work in a vacuum, nor the art team, nor the itemization team, nor the finance department, etc.
Coordinating all of this remotely can be effective, but less effective than working together in person, especially when that’s what your teams are accustomed to.
Add in that most of them working from home are also dealing with kids at home 24/7, home schooling, partners or roommates home and needing the same space or resources, and a myriad of other complications.
These are things that are mitigated easily enough when you build a team with the intention of it being remote, or when you take a job knowing it will be 100% remote. But navigating it unexpectedly, and with everything else going on, understandably has a negative impact on productivity and performance. Even for jobs done online.Edited by Reverb on August 17, 2020 3:24PMBattle not with monsters, lest ye become a monster, and if you gaze into the abyss, the abyss gazes also into you. ~Friedrich Nietzsche1 -
KaGaOri✭✭✭✭More people sitting at home => more people playing the game => higher number of support requests?
It's this, but I personaly find it baffling that it's STILL this months after the pandemic started. Call me spoiled, but anything not depending on actions of third patry should be solved within 5 bussines days imho. There is no reason for employee performance to go down just because they are working from home. And if they are putting out the usual numbers and the work is still uncontrollably piling up, then that simply isn't enough people to get the job done. Please ZOS, hire more people into your support team. Covid isn't going anywhere any time soon and neither is high volume of support tickets (especially with how ban hammer-happy the automatic system in game is).0 -
Nairinhe✭✭✭✭✭
✭✭✭More people sitting at home => more people playing the game => higher number of support requests?
It's this, but I personaly find it baffling that it's STILL this months after the pandemic started. Call me spoiled, but anything not depending on actions of third patry should be solved within 5 bussines days imho. There is no reason for employee performance to go down just because they are working from home. And if they are putting out the usual numbers and the work is still uncontrollably piling up, then that simply isn't enough people to get the job done. Please ZOS, hire more people into your support team. Covid isn't going anywhere any time soon and neither is high volume of support tickets (especially with how ban hammer-happy the automatic system in game is).
AFAIK there's no dedicated ESO support team. Somebody posted a message they got, that mistakenly mentioned Fallout76 currency instead of crowns. [snip]
[Edited to remove Bashing]Edited by ZOS_ConnorG on August 17, 2020 4:01PM0