What is going on with the customer service?

konstan · December 2020

Having an open login ticket for 36 hours without a resolution -- is this typical, or am I being somehow singled out?
Is this a new meta-game -- sort of a "how long can we go" ?

VaranisArano · December 2020

This year, 36+ hours seems pretty typical. If you want the mods here to check that your ticket is in the correct place and waiting for the team to get to it, I suggest you post your ticket # here so they don't have to ask for it first.

That being said, patience really is the best option. With everything going on, Support has been rather slow this year.

konstan · December 2020

Hey thanks for chiming in, I appreciate it.

Do you know if they compensate us for this by adding extra subscription time?

vestahls · December 2020

36 hours is nothing. The customer "service" here isn't worthy of the name.

And don't expect compensation for anything in this game.

Reverb · December 2020

36 hours is still a new ticket by Zeni SLA standards. Expect to hear nothing for a few more days, then you’ll get an email with a link to an unrelated knowledge base article, advising you that Luke ticket has been closed and that you should respond of your issue isn’t resolved.

When you respond to that email your ticket will be reopened and eventually make its way to tier 2, and you’ll actually get help. This is commonly 10-14 days after you opened your initial ticket.

ZOS_ConnorG · December 2020

Greetings all,

After review this thread has been closed as there is already another thread open about this issue. We checked on your ticket and it is still open, a support agent will respond as soon as possible. Thank you for your patience.