Are you satisfied with ZOS customer support?

Guyle · August 2020

It took them over a month to figure out and solve the simple issue I was having. Longer if you also count the 2 weeks of them telling me they couldn't help me I had to go somewhere else, and me continually telling them they were the only ones who could help me (in the end yes, it was their fault and they were the only ones who could fix it). [snip] Either way, I have gotten better support from free to play games, which isn't really customer support cuz I never paid, who knows.

[Edited to remove Bashing]

p4l4mu7 · August 2020

well they didn't even bother replying my past 3 tickets

etchedpixels · August 2020

The Covid 19 excuse gets a bit old. It's been since March. Amazon have rolled out entire new warehouses to cope in that time. Even our local small businesses have adapted.

ItsJustHashtag · August 2020

etchedpixels wrote: »

The Covid 19 excuse gets a bit old. It's been since March. Amazon have rolled out entire new warehouses to cope in that time. Even our local small businesses have adapted.

Yeah I can see if this was still April/May but is almost September now. They, as a company, should have everything in place to properly do their jobs

Getting a generic auto reply isn’t good customer support either

RefLiberty · August 2020

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?

What the..???

How the heck you can even possibly expect that people in customer care solve desyinc, server lag or performance issue?

Whaaa??

RefLiberty · August 2020

jm42 wrote: »

I send lots of bug reports, never get answers. most of bugs still there - so no, I'm not satisfied

Bug reports are not customer care tickets, they are bug reports.

They go to quality assurance and Dev team, same as op, how customer care can fix bugs?

Elsonso · August 2020

etchedpixels wrote: »

The Covid 19 excuse gets a bit old. It's been since March. Amazon have rolled out entire new warehouses to cope in that time. Even our local small businesses have adapted.

If you go by response time reports in the forum, I guess ESO has been suffering from COVID-19 for the last couple of years.

Anyway, laying blame on the pandemic has been an eyeroll for a while now. They have had plenty of time to adapt to increased contact volumes.

vestahls · August 2020

What customer support? More like customer suppression.

Troodon80 · August 2020

I've had only two real interactions.

One was a minor issue and the response was more than satisfactory (they replaced some columbine that vanished from my inventory after looting a mail; I say it was minor, but to this day I still don't know where they went -- I looted two mails with two different lots of columbine and when I checked my inventory I had no columbine, not even the initial few columbine I had before retrieving them, which was more disconcerting than anything).

Another ticket was less satisfactory; "check your ports" and "restart your router" for a multi-core crash that was reported during the Summerset PTS (which will tell you how long ago it was, and it was an issue that was discussed as far back as 2014). Since the latter happened, I've tried to avoid support as much as possible and just do my own troubleshooting, as I would do anyway even before contacting support. At the end of that ticket, and six support agents later and the issue being escalated, the reply was basically "We have no clue what is causing it, but it is the PTS and, as such, you're on your own. If the issue persists on Live, please submit another report and maybe we'll look into it."

Given that I've only had two and between the two I've had both positive and negative, I'm naturally 50/50 and can't really complain. But it really does feel like people get to play Support Roulette when it comes to technical issues, and whether your issue gets sorted out or not is the luck of the draw in which support agent you get, leaning more towards unresolved when the report is more technical. In both of my cases, support was prompt. From start to finish, it took around five days in total, despite the latter not actually being resolved by support themselves. So I can't say they weren't at least prompt in their replies.

SweepsAllClowns · August 2020

No. Xbox EU account completely stuck for 1 year, 5 months and 17 days today, the so called support I've got so far is the endless spamming of the troubleshoot and required ports list. I play on NA server with the same Xbox account so obviously no problem with the ports there, I've found only one ports list for Xbox so I assumed the ports are different for EU and NA servers since they keep spamming the list, I even asked them to show the NA server ports list so I could see the difference, never got any NA server list even they can find the EU server list easily for some reason. I've tried EU account with one other console and few other connections and it's not working. Some months ago I created a new Xbox account and tried if I could login on EU server, it works fine and at least for me that shows the problem isn't on my console, connection or ports, new account is on the same console and connection. Perhaps certain ports just automatically close when I try to login on my original account and then suddenly open when I change the server or Xbox account. I provided the information of my working test account, but support dodged it completely just like it was totally irrelevant and spammed the basic lists for me to check again. I'm curious what's next after the ports, that's probably the topic of 2021.

Here's few quotes from my last ticket:

me: "My Xbox EU cp 1575 account got completely stuck right after the Wrathstone download on 12. March 2019 so I haven't been able to login even once since, meaning for 17 months after 3 days."

support: "You mentioned you are stuck in Wrathstone, no worries! Please provide us with more information or a more detailed explanation of this specific issue so we may better assist you in the matter."

No worries indeed, one of my characters is still returning some Dark Brotherhood/Thieves guild 2019 event quest at Gold Coast, that still doesn't mean I'd be stuck in Wrathstone as support understood my ticket information. My last ticket was quite long overall and I simply cannot explain the situation more detailed. I've had multiple tickets before and I've explained exactly what happens when I try to login and what I've tried to do, the situation is exactly the same what it was in early 2019. Based on all the messaging with the support in all my tickets, I'm certain some support personnel have never even played the game, it's just so obvious in some discussions. What amazes me is this completely unconcerned attitude toward my serious situation, few days ago I sent a message to a community manager about this situation, there wasn't any sarcastic or other garbage, yet no respond. The sad part here is that I could get very easily some action taken on forum with only few well picked words in some entertaining thread.

My current opinion about the support and communication overall: unprofessional and disrespectful!