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A very positive Customer Service thread
TwinLamps
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During the event, juggling around with my multiple accounts I made a mistake and bought wrong feather for Indrik mount.
Thanks to Bethesda employees that helped me by undoing my mistake, I am happy to present my new mount on PC NA
Thank You again for helping me!
Thanks to Bethesda employees that helped me by undoing my mistake, I am happy to present my new mount on PC NA
Thank You again for helping me!
Awake, but at what cost
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AcadianPaladin✭✭✭✭✭
✭✭✭✭✭I've only had two encounters with customer service - both were positive.PC NA(no Steam), PvE, mostly solo1 -
BisDasBlutGefriert✭✭✭✭✭AcadianPaladin wrote: »I've only had two encounters with customer service - both were positive.
Same here. All were settled within 48 hours. 😁
Edit to add: Wonderful screenshot by the way!! 👍🏻Edited by BisDasBlutGefriert on January 7, 2021 10:46PM~There’s a positive in every negative. Sometimes the positive is harder to find than other times, but there is ALWAYS one there~1 -
Mindcr0w✭✭✭✭✭
✭✭Yes, let us praise ZOS for the 1% of the time that they come through for their customers.
Give them credit for the few good things they do while thousands of instances of game breaking issues are experienced by the player base on a daily basis. And those game breaking issues get customer service responses of "have you tried resetting your router?"
Bang up job ZOS. Keep it up.2 -
Ariont✭✭✭During the event, juggling around with my multiple accounts I made a mistake and bought wrong feather for Indrik mount.
Thanks to Bethesda employees that helped me by undoing my mistake, I am happy to present my new mount on PC NA
Thank You again for helping me!
I have been playing since beta and over the years I have had several occasions where I needed tech support. I'm happy to say that all were satisfactory and resolved in a timely manner. The one time it took a couple of weeks was because we were trouble shooting a specific issue and by my updating the information they were able to find the cause and fix it and refund me all of the master writ vouchers I had lost for the entire time.
Sometimes being able to explain an issue in detail helps a lot as opposed to this doesn't work! Fix it now.8 -
Sylvermynx✭✭✭✭✭
✭✭✭✭✭I've been very pleased with the support team myself. My issues have never taken more than a couple of days to be resolved.1 -
JKorr✭✭✭✭✭
✭✭✭Yes, let us praise ZOS for the 1% of the time that they come through for their customers.
Give them credit for the few good things they do while thousands of instances of game breaking issues are experienced by the player base on a daily basis. And those game breaking issues get customer service responses of "have you tried resetting your router?"
Bang up job ZOS. Keep it up.
Tech support. Customer support. Sort of but not quite the same thing. One might be just a teeny tiny itsy bit more complicated.
"My computer froze, the screen changed to a loading screen, then it said "Sqwunk" and the ESO has stopped working popup."
:Tech support follows the first scripted suggestion: "Have you tried rebooting it yet?" before going into ports, settings, hardware, and possible isp issues.
As opposed to:
"Help, please. In a moment of confusion I accidentally purchased the wrong feather/berry/mount/motif. Can you change it?"
:Customer support accesses the account, views the transaction, notes past purchases, can clearly see there was an honest mistake: "Yes, I can change that for you. It should be correct the next time you log in."
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Mindcr0w✭✭✭✭✭
✭✭"My computer froze, the screen changed to a loading screen, then it said "Sqwunk" and the ESO has stopped working popup."
:Tech support follows the first scripted suggestion: "Have you tried rebooting it yet?" before going into ports, settings, hardware, and possible isp issues.
Yeah that makes a pretty big assumption about support actually following through with anything actually useful after the "first scripted suggestion", which, in my experience, they do not.0 -
JKorr✭✭✭✭✭
✭✭✭"My computer froze, the screen changed to a loading screen, then it said "Sqwunk" and the ESO has stopped working popup."
:Tech support follows the first scripted suggestion: "Have you tried rebooting it yet?" before going into ports, settings, hardware, and possible isp issues.
Yeah that makes a pretty big assumption about support actually following through with anything actually useful after the "first scripted suggestion", which, in my experience, they do not.
Different experiences then. Fair enough.1 -
Ellimist_Entreri✭✭✭The two times I have had the need to contact Customer Support regarding account/character related issues the experience was pleasant, and my issues were resolved in a timely manner!
The cases are as follows:
1. At one point two of my characters became afflicted with the "stuck in dungeon queue, but not really queued - and can't leave queue; also auto re-queues when you log back in" bug at the same time. After the initial auto-reply to my support ticket and confirming those steps did not help, I received a response from Customer Support with a client replicable solution to the issue that could be performed with the help of another player in-game. That fix worked for me, as well as 2 other users on the forums since after I posted the solution in their threads where they were experiencing the same issue!
2. During the course of normal gameplay my main achievement hunting character accidentally found itself outside of the typical playable bounds of a pve interior
. After some time exploring this area my character became stuck in a falling/disconnection loop that prevented me from teleporting the character to another location. Customer Support was able to adjust my characters location to someplace safe after I explained what had happened in my ticket. There was no auto-reply for this & the initial response received was to inform me that the issue had been taken care of! 1 -
Lumenn✭✭✭✭✭
✭I've only had two experiences that I can recal, and it's more customer support vs customer service. First was when necros were new and I had some kind of weapon swap bug and skills wouldn't fire. After about a week and a half back and forth with several people and emails I finally got a hold of someone who told me to unequip everything and go kill myself. I did it in an epic way and after skinny dipping with daggerfish everything cleared up!
2nd time was actually trying to buy a house that hasn't been up in two years. A friend suggested contacting support as they will let you buy it(bare bones, no rocks trees etc at full price). Well, anyone who reads housing or crown store forums has read multiple people dealing with one individual who handles all requests, has no supervisor, and has recently changed zos policy to no longer help customers who are trying to spend money on LTO they might have missed or are new to the game.
So it's a mixed bag. Glad it went great for OP and my necromancer when I got to play him.Edited by Lumenn on January 9, 2021 12:03AM1 -
Mindcr0w✭✭✭✭✭
✭✭Ok time to give credit where credit is due. I have been quite critical of past experiences with ZOS support, and I stand by those criticisms.
However, I did within the last day run into an issue with something being accidentally bound that was meant for donation. ZOS resolved the issue within 24 hours despite the initial ticket being submitted during "off hours". This particular situation was a 5 star customer service experience.Edited by Mindcr0w on January 21, 2021 1:57AM1 -
LadySinflower✭✭✭✭✭I'm really glad that someone has received great service from ZOS. The last time I had a problem it took them 3 weeks to fix it and they offered no explanation of what had happened. The level of service they give seems to ebb and flow.2
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Hotdog_23✭✭✭✭✭
✭✭During the event, juggling around with my multiple accounts I made a mistake and bought wrong feather for Indrik mount.
Thanks to Bethesda employees that helped me by undoing my mistake, I am happy to present my new mount on PC NA
Thank You again for helping me!
I have been playing since beta and over the years I have had several occasions where I needed tech support. I'm happy to say that all were satisfactory and resolved in a timely manner. The one time it took a couple of weeks was because we were trouble shooting a specific issue and by my updating the information they were able to find the cause and fix it and refund me all of the master writ vouchers I had lost for the entire time.
Sometimes being able to explain an issue in detail helps a lot as opposed to this doesn't work! Fix it now.
Have to say I agree you. It might take a little while but the more information you can give them the better off you are to get it fixed. Just be patient.
Think I have had 3 experiences with costumer service in the since I started playing when if come out on console and each time was a positive experience for me.
Stay safe and have fun1
