Tickets closed by support without answer after 1 month of silence

CrazYDunm3r · August 2020

I have contacted multiple forum moderators, of which only 1 person took the time responding that the tickets were indeed in the right place. However, my question was how to actually get support or talk to someone if literally nobody answers: support takes 2+ weeks for an answer, how are you supposed to have a conversation with intervals bigger than 2 weeks? Also, the moderators talked about in my tickets completely ignore any message I wrote and left the conversation without further notice. However, they like to reference the support website a lot when you have a problem for "a discussion". Seriously, what's up? Also, I am still waiting on an answer on another ticket from over 2 years ago...

Tickets:
- 200730-003079
- 200729-008494
- 180203-002568 (02/07/2018 04:20 PM)

Date of tickets (this year): 30/07/2020
Days without an answer: 30 days

CrazYDunm3r · August 2020

TheRealPotoroo wrote: »

[Quoted post was removed]

I'm sorry to hear that, I've read similar things before and now am being handled in a similar manner. I hope people are aware of those things happening.

ZOS_Bill · August 2020

@CrazYDunm3r

Both of your tickets are still open and at this time awaiting an agent response. As mentioned in previous responses, support is currently experiencing high volume for multiple reasons which is leading to delayed responses on tickets.

TheRealPotoroo · August 2020

ZOS_BillE wrote: »

@CrazYDunm3r

Both of your tickets are still open and at this time awaiting an agent response. As mentioned in previous responses, support is currently experiencing high volume for multiple reasons which is leading to delayed responses on tickets.

As far as I am concerned I have four tickets open, two of which go back to June. Your system is broken.

200610-009069 10 Jun Closed with no response
200623-004427 23 Jun Closed with no response
200811-003032 11 Aug Open
200814-004673 14 Aug Open

They are a package. I waited for two months. I've been way more than patient. Now fix your problems. Step one: TALK TO THE CUSTOMER.

@ZOS_BillE
@ZOS_JessicaFolsom
@ZOS_GinaBruno

ZOS_Bill · August 2020

@TheRealPotoroo

Your tickets 200811-003032 and 200814-004673 are in the correct queue and will get a response from a support agent. We can understand wanting a response as soon as possible, however support is experiencing delays due to high ticket volume.

TheRealPotoroo · August 2020

ZOS_BillE wrote: »

@TheRealPotoroo

Your tickets 200811-003032 and 200814-004673 are in the correct queue and will get a response from a support agent. We can understand wanting a response as soon as possible, however support is experiencing delays due to high ticket volume.

This is why dealing with ZOS is insanely infuriating. I've been waiting since June 10. Do NOT tell me I'm being impatient. Your system is BROKEN.

CrazYDunm3r · August 2020

@ZOS_BillE

They "solved" the ticket and it sais "read answer provided". There is literally no answer or text being provided, is this serious? Now do I need to wait another month for them to close the ticket without any response?

Wylde70 · August 2020

@CrazYDunm3r That sounds SO frustrating.

I've 'only' been waiting on my ticket to be resolved for a week, and I already feel like I can gnaw the furniture.

I get these colourless little replies from the Mods, assuming me that my ticket is in the right place, and that it takes 'longer' to resolve, but in the meantime, I can't play or use my main, who also happens to be my main crafter, so I log in for like an hour or two, do a couple of dailies and my writs and then log off again.

I've already cancelled my subscription to ESO+, so when that expires in September I may just give up and go elsewhere.

I just can't believe that a game the size of ESO with the online tenure that it's had, doesn't have a more robust customer service.

CrazYDunm3r · August 2020

@Wylde70 yes: the fact that they referred me to support "for a conversation" multiple times, told me to wait and eventually just close the ticket without responding is actually outrageous

UrbanMonk · August 2020

yeah and takes no time to send a warning ticket to 'Harras' Crown creates...

TheRealPotoroo · August 2020

CrazYDunm3r wrote: »

@Wylde70 yes: the fact that they referred me to support "for a conversation" multiple times, told me to wait and eventually just close the ticket without responding is actually outrageous

Refusing to actively engage with their customers who are telling them that their system is broken by mindlessly repeating that their only option is to use the broken system is emotionally abusive. And that's on top of the fact we can't get a fix for our original complaint.

@ZOS_BillE
@ZOS_GinaBruno
@ZOS_JessicaFolsom

TheRealPotoroo · August 2020

ZOS_BillE wrote: »

@TheRealPotoroo

Your tickets 200811-003032 and 200814-004673 are in the correct queue and will get a response from a support agent. We can understand wanting a response as soon as possible, however support is experiencing delays due to high ticket volume.

Tickets 200811-003032 and 200814-004673 have also been closed without a response. That's four out of four. Your system is BROKEN!

@ZOS_BillE
@ZOS_GinaBruno
@ZOS_JessicaFolsom

LordArconSeptim · August 2020

Start fixing your customer support nooooooooooooooooooooooooow!
@ZOS_GinaBruno
@ZOS_JessicaFolsom
@ZOS_KaiSchober
@ZOS_BillE

CrazYDunm3r · August 2020

ZOS_RachelM wrote:

Greetings!

Our entire job is to keep the threads on topic and as constructive as possible while simply going by the community rules, and that is all we are striving to do, we are not here to single out individuals. If you ever have questions or concerns about a disciplinary action or decision we have made in our ESO forums, or wish to appeal a forum warning or infraction you’ve received, we ask that you please contact help.elderscrollsonline.com to do so (please specify that you are contacting about a forum-related inquiry or appeal). We are happy to discuss and review specific moderation-related actions with you.

Thank you have a great day!

This is exactly what I did and multiple people just get their tickets closed... You aren't happy to discuss anything, you are happy to ignore the disputed problems.

Updates:

23/08/2020: A moderator is looking into it

24/08/2020: No update
25/08/2020: No update
26/08/2020: No update
27/08/2020: A moderator informed me that the issue is being discussed by multiple people
28/08/2020: No update
29/08/2020: No update so far

TheRealPotoroo · August 2020

So what's being done about our complaints? They haven't even been acknowledged, much less fixed. This bullying has got to stop.

@ZOS_GinaBruno
@ZOS_JessicaFolsom
@ZOS_BillE
@ZOS_AntonioP

LordArconSeptim · August 2020

Start employing more customer support staff!

CrazYDunm3r · August 2020

Just to keep you guys informed that no further communication was provided to me after ZOS_BillE contacted me privately. I am trying to stay patient.