I've had nothing but pleasant experience with the support.

ESO's customer service has been OK the few times I've needed help.

Pretty much only had good experiences with them too, often above and beyond ^^

chuck-18_ESO wrote: »

Yes, they have unquestioningly gotten worse. Their "new policy" in regards to selling previously available Crown store items is a complete slap in the face, considering I have screenshots of GMs assuring me via email that if I ever needed more of a specific furnishing item, they would be happy to assist me in purchasing it. Part of the reason I've been so comfortable sinking so much money into this game was because of the flexible nature of Customer Support. With this new change, now I'll never get the Hunter's Glade, as they clearly have no intention of ever releasing it again. Can't have people remembering when notable homes could be less than 13,000 Crowns, I guess.

That was one of their most abysmal changes. I fail to understand how that benefits anyone. It surely won't make people more willing to spend, as it has clearly killed my motivation to do so (even during sales).

Khajiitihaswares wrote: »

inb4 lock.


But only issue I see is Lack of communication or time lines on fixes. They seem to not want communicate this at all. Sadly. That is biggest Issue I see. Everything else has been "Okay." Nothing write home about.

yeah, in literally every ticket I was sending to support I was getting only simple answers by someone with jsut single, maybe 2 sentences with and quote regarding to specific case about what was ticket and spam of auto responses....if not auto responses then just copy/paste of same text on 4 out of 5 responds from support and never got a single well written answer for any of my questions, arguments or whatevher I was trying for contacting with support

literally not a single human communication from their side

Khajiitihaswares wrote: »

iksde wrote: »

Khajiitihaswares wrote: »

inb4 lock.


But only issue I see is Lack of communication or time lines on fixes. They seem to not want communicate this at all. Sadly. That is biggest Issue I see. Everything else has been "Okay." Nothing write home about.

yeah, in literally every ticket I was sending to support I was getting only simple answers by someone with jsut single, maybe 2 sentences with and quote regarding to specific case about what was ticket and spam of auto responses....if not auto responses then just copy/paste of same text on 4 out of 5 responds from support and never got a single well written answer for any of my questions, arguments or whatevher I was trying for contacting with support

literally not a single human communication from their side

Spam your ticket that this isnt working I need help and at some point you will get human. Took me 5 replys to get normal human sadly.

I have sent in total around 5-10 messages in last my tickets in important for me case...had nothing special from writing only constructive messages, for next time I will try just spamming then if they will finally notice as they cant notice a constructive, valid messages anyway, thx for advice

Regarding the main topic, I haven't had many problems with Customer Service. Then again, I really haven't had much need to ask them for anything, and when I did, they helped me out.

But there is one point I want to address:

bluebird wrote: »

chuck-18_ESO wrote: »

Yes, they have unquestioningly gotten worse. Their "new policy" in regards to selling previously available Crown store items is a complete slap in the face, considering I have screenshots of GMs assuring me via email that if I ever needed more of a specific furnishing item, they would be happy to assist me in purchasing it. Part of the reason I've been so comfortable sinking so much money into this game was because of the flexible nature of Customer Support. With this new change, now I'll never get the Hunter's Glade, as they clearly have no intention of ever releasing it again. Can't have people remembering when notable homes could be less than 13,000 Crowns, I guess.

Whaaaat? That's true? What the hell?

Get your head out of the clouds, ZOS, not everybody was playing for the past 5 years in a row, people should have reasonable chance to acquire past items so they can feel like they have a complete experience and aren't gimped of 90% of content since you insist on locking 90% of mounts, outfits, and other cosmetics behind Crown Stores and Crown Crates. Now you can't even get those? Almost all other games with such crappy microtransaction systems (e.g. GW2, SWTOR) rotate their Crown Store items regularly (I mean regularly, not bringing back the Azura pack for 1 week after 4 years) to give players a chance to actually get stuff.

Now, even when people are lining up with money to throw at the screen, and specifically contact ZOS with the intention to spend some big bucks, support's job is to turn them away? Lmao, who made this change? And why did they think this was a good idea???

THIS

I'm so disappointed in this. I love cosmetics and everything like that, and I'd happily throw loads of money at the Crown Store if they would ever make things available. I can't understand why they don't pull things back out to rotate through the store - it's not like rereleasing things would take away time from making the next set of apex mounts, but then it'd give people more reasons to buy things at the store. Sometimes it really feels like ZOS doesn't want peoples' money.

I get LTO releases. If I'm on the fence about something and then it comes up with a timer, I'd be likely to jump on it. But that means that things need to get timers when they're leaving (there have been a few things that just disappeared from the store one day, so I didn't end up buying it). But LTO also works in both directions - if I'm a consumer who just got a bonus to spend on something, but then there's nothing I want to spend it on, I'm likely to just keep my money in my pocket. I've heard people say they want specific houses or something, but if they just give up with waiting and then get something else, they're not likely to jump on the one they wanted when it finally comes back around since they already invested the time in what they had to settle for.

I hadn't heard this policy yet, but I guess I would have soon enough - I like the storytelling aspect of this game, but I'm just at the point where I need a specific weapon style pack that I missed out on. I guess I'll have to settle for something else... and that means ZOS is gonna miss a sale.

It's hard to be excited about the store if nothing rotates. I see no need to even open the Crown Store most days in game since it's all the same. We get a handful of things in the showcase, and that's it. There are things that haven't been in the store for over three years at this point - did the extra money they brought in by being 'Limited time only' really offset the money they're not making right now by collecting dust? There are so many new players, as they're pointing out in Matt Firor's letter, and so many didn't have the opportunity to get these cosmetics.

I think if you are a ESO + customer, service is ok. I haven't had any major problems with support in the past and have had fairly quick replies and resolutions to my issues. I must mention when I did this, I would drop a ticket in game and then I come to the forum and tag an admin.

An Indian friend (ESO player) who doesn't have ESO + mentioned it took him a while to get a reply, but his issue was resolved too.

Maulclaw wrote: »

I used to consider ESO's Support to be one of the best in the industry, while the one for Guild Wars 2 as one of the worst (it's no longer an issue nowadays but it used to be pretty, pretty bad). At least for mainstream MMOs. That was the case until things started to look a little bit weird earlier this year. I was having some issues with an official redeemable code, and Support refused to provide me with any aid on this kind of matter for a while. I was left hanging for quite a bit only to be met with no results.

I then recently had some questions in regards to a purchase I intended to do, but apparently there was this "change" in policy. I suppose this explains why Support is more reluctant in opening exceptions and helping out. I've also noticed an increase in "automated" responses and delays (regardless of the whole COVID situation going on). I've been made aware that these sort of complaints have grown in places like Reddit as well (for ESO and MMORPG related threads). I mean, people were trying to find ways around the crashes and other performance issues... only to be constantly blamed by Support for these issues; amongst other disappointing situations.

It's kind of a real bummer to see what was one a brilliant Support team become this unreliable. I do wonder what other "changes" have been made. This really hasn't been a good year for this game, has it?

It's a hit or miss, out of the 6 times I had to contact them I have to say it was good maybe 4 out of the 6. The other 2 could care less about the issue. But I learned working in customer service that you can actually ask for another agent to handle your case/call (goes for any cs) and being polite as well as going in to as much detail of the issue as possible got me the best results. Usually my issues are solved in 1-3 days depending on weekend and or holidays. Remember, those "idiots" as many call them are people too, and severely underpaid. (Worked for apple git minimum wage and constant got belittled) took a massive toll on my mental health after a year to the point I didn't give a flip.

Edut: Also remember, most agents you deal with are considered tier 1. Meaning their hands are tied with a lot of things, I hated this when I was a csr.

Kyatos wrote: »

I had little experience:
1. After "Dragone Bones" i placed all stuff from my characters to new house chests and everything got disappeared. CS refused to return it until i fully describe every single item (about 400-500 items). If it was a joke, it's not funny.
2. About year ago i asked them to return my deleted characters and they did it really fast (in 2-3days)

Happened to me when they messed up the mail system. Lost my clockwork 100k lights from luxury vendor

George Carlin - Customer Service. Enough said.

George Carlin on business world (Customers need service)
[snip]

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