What Customer Support?
Abigail
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On April 10th I reported 30 bank slots had gone missing -- 11 freaking days ago! Frankly, I don't care what was in those slots, I just want them back. How hard can it possibly be?
On April 20th I reported that about 150 raw jute had vanished from my inventory (and, yes, I did recheck the ONLY merchant to whom I sell). Customer support did actually respond, asking for my account nickname and stating the raw jute would be replaced (quote: "I can put it back into your inventory"). A response to my follow on message said: "Your issue is being forwarded to the "appropriate team."
"Appropriate team" = black hole
Thirty bank slots and 150 raw jute don't seem like much in the scheme of things, except my principle reason for playing this game is Crafting. I WAS leveling three alts, covering all the crafting professions. That was BEFORE my bank slots disappeared.
As stated before, I have cancelled my recurring subscription to ESO and will not renew it if these seemingly minor issues are not resolved before May 1st. Based on the lack of customer support to this point, I am NOT holding my breath.
Absolutely amazed that ESO is so willing to *** away customers over easy-to-fix issues.
On April 20th I reported that about 150 raw jute had vanished from my inventory (and, yes, I did recheck the ONLY merchant to whom I sell). Customer support did actually respond, asking for my account nickname and stating the raw jute would be replaced (quote: "I can put it back into your inventory"). A response to my follow on message said: "Your issue is being forwarded to the "appropriate team."
"Appropriate team" = black hole
Thirty bank slots and 150 raw jute don't seem like much in the scheme of things, except my principle reason for playing this game is Crafting. I WAS leveling three alts, covering all the crafting professions. That was BEFORE my bank slots disappeared.
As stated before, I have cancelled my recurring subscription to ESO and will not renew it if these seemingly minor issues are not resolved before May 1st. Based on the lack of customer support to this point, I am NOT holding my breath.
Absolutely amazed that ESO is so willing to *** away customers over easy-to-fix issues.
We have contacted our Customer support team to help you solve your issue.
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Dunhilda✭✭✭They have bigger fish to fry than your minor fish, your fish is so small they could just pick them up and eat them bones and all
They know about the bank slot and working on the solution, your Jute as one of them said will be returned to you, if not ask again about it.
Wait why have three characters working on crafting? you can easily have one Character as a crafter on all of them if you get the skyshards, unless you're a Role player.
Edited by Dunhilda on April 21, 2014 10:25AM0 -
Abigail✭✭✭✭✭It's a matter of perspective. Small fish to ESO have become whales to me.
Yes, I have no doubt whatsoever they will eventually fix these problems. The question is WHEN? Far as the missing bank slots are concerned, we have crossed the reasonable timeframe threshold and have moved into the realm of theft of services (check your state's definition of theft).
Fundamentally, and while I'm utterly cognizant of the multitude of other issues confronting the developers, I have paid for services that are not being provided. And while these services are not grand in the context of overall gameplay, they are significant to crafting -- an enterprise much touted by the game's developers.1 -
Abigail✭✭✭✭✭Wait why have three characters working on crafting? you can easily have one Character as a crafter on all of them if you get the skyshards, unless you're a Role player.
That is one approach, but it's irrelevant to this discussion. With only 60 bank slots it's virtually impossible to cover all the professions reasonably -- something the developers SHOULD have weighed before limiting default bank slots to 60. And, no, I'm not a role-player.
Initially, I tried shuttling crafting materials amongst my alts -- a most inefficient solution -- made worse by the fact half the time upon switching alts my bank appears zeroed out and I receive yet more spammed digital purchase rewards. Care to guess how many Rings of Mara and vanity pets are now cluttering my inbox?0 -
Kenny_McCormick✭✭✭
the Rings of Mara will be good for alts..if thats not classified as exploiting
I receive yet more spammed digital purchase rewards. Care to guess how many Rings of Mara and vanity pets are now cluttering my inbox?Wait why have three characters working on crafting? you can easily have one Character as a crafter on all of them if you get the skyshards, unless you're a Role player.
PLUS you will have pets on your alts xD
Edited by Kenny_McCormick on April 21, 2014 11:22AM0 -
Abigail✭✭✭✭✭Let's not obfuscate the point of the thread; to wit: where are my freaking bank slots, and why does it take an act of God to replace missing materials?
Notwithstanding, I couldn't care less about the rings or pets (never used the first ring and I deleted the slot-taking pets I initially received).3 -
Kenny_McCormick✭✭✭Ring gives a very nice boost to XP tho...if you are in a guild..ask one of your guildies and they would be MORE then happy to have extra XP. plus soloing isnt as fun as killing stuff with a guildie 0
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Pets while beeing a nice cosmetic thing also takes away limited and valuable inventory slotsEdited by helgekhb16_ESO on April 21, 2014 11:33AM2
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Abigail✭✭✭✭✭First, it would be disingenuous of me to exploit multiple digital rewards while simultaneously accusing ESO of failing to provide conscripted services within a reasonable period.
Second, I do not currently belong to a non-crafting guild, nor do I have a desire to do so. I enjoy music, NOT listening to a bunch of men and boys who cannot open a sentence sans a four-letter F-bomb.1 -
Terroni✭Regardless of the other issues the game has to deal with, the customer service is atrocious. At least you got a response. They see keywords in your ticket and press a canned response and bam, it goes into the void.
They don't have enough staff and I'm pretty sure the staff don't understand the issues and just use some knowledge base to respond with canned answers.1 -
Etchesketch✭✭✭✭I enjoy music, NOT listening to a bunch of men and boys who cannot open a sentence sans a four-letter F-bomb.
From OP
"On April 10th I reported 30 bank slots had gone missing -- 11 freaking days ago! "
No offense, seriously. Just tickled me is all.
The number one rule of online gaming is now and has always been, Never play on Patch Day.1 -
Kenny_McCormick✭✭✭First, it would be disingenuous of me to exploit multiple digital rewards while simultaneously accusing ESO of failing to provide conscripted services within a reasonable period.
Second, I do not currently belong to a non-crafting guild, nor do I have a desire to do so. I enjoy music, NOT listening to a bunch of men and boys who cannot open a sentence sans a four-letter F-bomb.
by ring i meant the first one u got.....as i said before i have no idea if it would be considered exploiting if u had a ring on each alt....so i wont touch that subject...the MAIN ring that u got will do.....just need to find a partner and go thru a bonding ritualistic Binding Contract and you will have your XP
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I kinda like how if you report an issue ingame then report another one you get the message : you already have a ticket open... more then one open ticket and lenghten the time before a reply... (or words to that effect) Well... if they'd actualy reply that would be cool ofcourseThe statement "if you put enough monkeys behind enough typewriters... sooner or later one will produce the works of Shakespeare" has sadly been proven utterly wrong by the internet...1 -
Abigail✭✭✭✭✭Ah, more failed expectations -- just received a message from Customer Support in response to my opening this thread:
We sincerely apologize that it has took us so long to contact you and to fix your issue. We want to really help you and solve your issue but in order for us to make any changes to your account we need to verify it. Can you please provide the points of verification used to ensure that we are speaking with the account owner are:
1. Payment Method
a. Last 4 digits of the credit card number
b. Paypal transaction ID
c. Complete Game Time code
2. The Answer to the Secret Question
(If a and b from the first point of verification do not apply to your account, please feel free to skip including those in the reply email. We simply ask for either a, b, or c from point 1, not all of the options.)
I think ESO has created an impasse, for while I can (and did) respond to item #2, I cannot respond to the others because I have cancelled my recurring subscription; and I'm quite unwilling to fork over $15 just to find out if they will return my safe slots. We shall see.1 -
Vehadrah✭✭To rage quit over these minor issues is laughable. They will fix these issues with bank slots soon. As far as the raw jute.... go farm more it is everywhere. I do not mind these minor bugs and issues and most of the ones I have ran into are easily fixable by relog. I am not worried about my bank slots... All shall be returned in time.
For a game that was not supposed to be released until in the fall I must say it is doing quite well... If anyone actually remembers the launch of wow? Then they have indeed had a good launch. They have yet to iron out the wrinkles.Edited by Vehadrah on April 21, 2014 12:08PM0 -
Abigail✭✭✭✭✭To rage quit over these minor issues is laughable. ... All shall be returned in time.
You should not assume I committed a "rage quit." In truth, after waiting for a response from Customer Service for five days, I withdrew my recurring subscription and, what do you know, they responded.
Oh, and "all shall be returned in time." How much time? Tomorrow? Next week? Next month? I've paid for a functioning game and even though loss of bank slots is a miniscule issue for most, It's fundamental to me and features promised by the game's developers.
Frankly, I care little about opinions expressed here. I've taken every reasonable action from my end to remedy this situation. ESO customer support has been almost entirely nonresponsive; so, I've had to become a squeaky wheel. If this doesn't work, then I shall escalate to posting on gaming forums, and I shall not be so kind or focused on just the one issue.
I like ESO a lot, it's a great game, extraordinarily well done in most respects. But it's not what we were promised or what we've paid for. Those of you willing to go along with the flow are only compounding the long-term problem.
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Abigail✭✭✭✭✭A moderator can kindly close this thread please.
I have received a message from Customer Support indicating that I have been compensated with in-game gold, sufficient to restore my bank. That is all I ever wanted. Thank you so much.
True to my word, I shall now reinstate my recurring subscription.1 -
rdfarley89✭✭✭Well I lost a few bank slots and 10k gold in the bug. Today I got an email stating they had refunded the amount fo the slots, missing gold, and items (no items disappeared) in gold. So I logged in and had been granted 40k gold in game. Sent them an email stating I was satisfied and that they were doing a great job lol. 40k was probably much more than I lost altogether.Edited by rdfarley89 on April 21, 2014 6:33PM0 -
WitchAngel✭✭✭Wait why have three characters working on crafting? you can easily have one Character as a crafter on all of them if you get the skyshards, unless you're a Role player.
That is one approach, but it's irrelevant to this discussion. With only 60 bank slots it's virtually impossible to cover all the professions reasonably -- something the developers SHOULD have weighed before limiting default bank slots to 60. And, no, I'm not a role-player.
Initially, I tried shuttling crafting materials amongst my alts -- a most inefficient solution -- made worse by the fact half the time upon switching alts my bank appears zeroed out and I receive yet more spammed digital purchase rewards. Care to guess how many Rings of Mara and vanity pets are now cluttering my inbox?
You are duping those items, without knowing it mate. Better report it. You are only supposed to have one ring of mara on your account, not per character.1 -
borris2Soul ShrivenAs some comments here say, I guess we can all see how this annoys you. Let me just say there are those of us who still haven't even gotten past the first installation. At least you can play the game0
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Locke_ESO✭✭✭I honestly dont understand their CS.
I lost my bank space 18 days ago and have had nothing back although I did give up and told them not to bother changing anything after 15 days in fear it would mess up my current vault before I found out they were actually just refunding the gold. I never received any confirmation of whether they were closing the ticket or whether I would receive anything back.
I'm now waiting since 21:00 on Saturday for them to fix my VR6 character after it got messed up by the roll back caused by the to server maintenance. It has a permanent damage over time effect on it caused by a faulty quest effect meaning all I can do on it is heal myself or die. You would think 49 hours would be long enough to get someone to take a look at something that is completely stopping me having any ability to play my character. I'm currently waiting on someone to call me back from their phone system in the hope that talking to a human may get this resolved.
Edited by Locke_ESO on April 21, 2014 9:13PM0 -
Abigail✭✭✭✭✭As some comments here say, I guess we can all see how this annoys you. Let me just say there are those of us who still haven't even gotten past the first installation. At least you can play the game
My heart goes out to you and others suffering that plight. I'm lucky enough to live in a region that furnishes a choice of reasonably competent ISPs. Moreover, a year ago I built out a PC specifically setup for online gaming. I've also done everything within my limited capacity to optimize the PC for ESO -- bare minimum background services, updated drivers, clean registry, and few other applications on the HD except ESO. Indeed, any technical issues I've experienced have resulted from over-tweaking my PC and operating system. Still, I do feel your pain and hope you find relief soon.
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<edited by self>
Just noticed you reported that your situation has been resolved. Crisis averted
Btw, if you receiving duplicate pre-order items, the customer service people have said it's ok to use them or delete them. It isn't a bannable offence if you use them for yourself:
http://forums.elderscrollsonline.com/discussion/comment/682905ZOS_GinaBruno wrote: »You don't have to delete them, but you can if they're taking up space. We can confirm that you won't get banned if you don't delete them and use them instead.Edited by rioinsigniab16_ESO on April 21, 2014 9:26PMHow can you soar with eagles.....when you work with turkeys?0 -
Abigail✭✭✭✭✭Wildstar GM responded in 45 seconds to an issue.
Get with a real game with real support.
All anecdotal evidence to the contrary, comparing aspects from other games is not very productive. For one, we have no idea what the issue was or how complex a solution was required. I think if you like that game you should go play it and not soil this forum with borderline irrelevant comments.
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