Been over a month now, my tickets were closed without an answer. This happened to others as well.

Have had a scrying bug since greymoor on my main character, meaning cant progress with it at all/get achivements. Made a ticket, response was we are aware and no update at this time........like ive paid for this game! really. lol please fix it.

Berchelous wrote: »

There are a lot of posts with desync and performance problems, lag issues. Also there are a lot of demands for rapids change.
I wonder why there is not any official answer or even an acknowledge of these problems?

When I have had to contact them it was quick, within 72 hrs. And always had an answer or suction. [snip]

[Edited to remove Inappropriate Content]

I have had very few interactions with customer service, outside of the forums. The interactions have been pleasant and the matters resolved (even if they didn't end up with the results I wanted). I guess the only time I sorta got heated with customer service with Zo$ was during the Orcland bug on console where your character would just get stuck in the city. An agent walked my character out and then told me in the follow up email that "if it happens again, we will not do this again. Your character will be stuck in the zone until we have a resolution and we do not have a resolution at this time." I mean, I get where they are coming from but I don't think a good customer service department says that. Outside of that, the customer service department has been nothing but given me great experiences, like I said, even if they couldn't do what I wanted to do.

The forums management (does that count as customer service?) is a completely different story but I don't want to flame anyone.

Berchelous wrote: »

I wonder why there is not any official answer or even an acknowledge of these problems?

There is... "we are currently experiencing high contact volumes due to the impact of COVID-19"

I am pretty sure that the bulk of ESO support was moved over to Bethesda a while back, so high contact volumes for any game handled by them will probably impact response time for ESO support.

Response to the tickets? Yes, they are usually fast.
Quality of the respons? That's another story.

The few times I had to go through the support, it's been fine and they've been perfectly helpful.

I feel that a lot of the problems on the forums are from the playerbase not reading what is there, or from expanding 'I want X' into 'all of the players want X.' Also, whether we agree or not, they have given explanations of their controversial changes. Just a lot of people don't read that, complain that there's no warning, and then try to find conspiracies about it. We always end up with at least 5 active threads on every major change - of course they're not going to explain themselves on five separate threads when the explanation already exists on the PTS threads.

I've gotten into the habit of reading the PTS notes, even if I'm not testing on the PTS. It means I'm not surprised by changes since I know what's coming almost 5 weeks out. It amazes me how many people will complain about a bug ("omg zos is never fixing this or even acknowledging it wtf!") that was fixed in the PTS patch notes three weeks earlier and will be applied to live soon after.

I get this is an MMO, so things will change. Doesn't mean we have to like every change, since there are probably a lot of variables we don't know (including the actual number of players in every format, which we only guess at). These forums have been ridiculously negative for a while now and I'm not surprised they're not coming in to repeat themselves. Besides, people have posted ZOS's reasons for changes like the vamp skilline/rapids change/thrassians nerf/AoE tests/proc sets and people just ignore it and keep making up their own reasons for it because they don't like ZOS's answer. Why bother giving the reason if people are just gonna ignore that reason?

Working in customer service myself (phone tech support for law firms on a terminal server environment) nobody is ever really satisfied with service. They always think their issue is the most important and when you can't fix it right away or as fast as they want you aren't doing your job.

It's the world we live where each person feels they are the only that exists

I'm totally satisfied by the customer service..
the only ticket that still isn't solved is the one where I asked when we will have better servers...

Latest ticket over the quake on drops was ignored. Didn't even get a thank you but don't expect anything response.

Very unhappy with it, save for one or two employees here on the actual forums who were able to help me after almost twenty days of a ticket being in. Overall my ticket response times even before covid have been snail slow, and most answers unhelpful.

Yes, the few times I've needed help, I've always received excellent service quickly, no complaints here.

There is a lot wrong currently with the game and support doesn't need to take 3 months to respond before the Covid hit. After I can see a 2 weeks isn't hard to open and respond and send to the proper people and actually respond to theme.