ESO Customer Support needs improvement - 6 days with an unplayable main character - [Fixed!]

BaKaNoOB · April 2014

Hi hope your issue will be fixed, in that quest specifically my char got that freeze thing in that quest too ,not as bad as you case, but i have really high HP recovery so i had stayed between fires just to check will i die or not and what will happen , HP has recovering just enough to stay and not die in quite a while so you may try to send some armors to your main char with hp recovery attributes

. then stay in proximity of cooking fire for at least 2 mins
( when i finished the run my freeze thing was continuing where it should not , then i returned and stayed on the last fire for a while after the snowflakes disappeared from my screen, then gone to kill the last boss in the quest, hope it helps.)

Elaithe · April 2014

ZOS_GinaBruno wrote: »

@jp_antillb16_ESO‌, this certainly does look frustrating. We'll get your issue escalated so you can actually start playing again, and will also pass this along to the team so they can see what's going on with this quest.

Thanks for the ping, @jkbennettb14a_ESO‌

Best troll.

Cherryblossom · April 2014

Customer Service at it's best, even when escalated the Customer still receives no help, this does not bode well for anyone who doesn't get an escalation....

Is this a complete failure in support? Or are Zenimax''s systems unable to deal with it's own ticketing system?

@ZOS_GinaBruno‌ while it was great that you have responded, to this customers issue it would seem that your intervention has been in vain and has only highlighted continual failings in Customer Support. If you can highlight this to your Customer Service Manager Rich Barham, he may see that the current processes need to be reviewed and updated to ensure this type of incident does not happen.

jp_antillb16_ESO wrote: »

So tonight's been "fun". I missed a phone call from a CS guy who was supposed to help me ( ) but he followed up with an email saying that he is going to see to my ticket but is off work tomorrow so is there a time on Friday we can meet.

I sent an email to him detailing when I would be available but then I got one back pretty quickly saying:

Greetings *my name*,

I'm helping you with your ticket while *ESO Staff 1 name* is out of office. If you are able to log on in the next 7 hours, , please let me know a time and I can go to you in game and fix your character so you can play it again without ill effects.

If you are not available tonight, give me a time when you will be online and we'll get someone online to help you at whatever time is convenient for you!

Regards,
*ESO Staff 2 name*
The Elder Scrolls Online Team

Amazing I thought. Maybe I can get this sorted now after all (I should of known better):

Hi *ESO Staff 2 name*,

I will log into the game now.

Kind Regards,
*my name*

I then logged in at about 9:15pm and waited until 11:45pm. Somewhat frustrated I then sent:

Hi *ESO Staff 2 name*,

If possible I would like to meet at 01:00 BST as I am going offline for 1 hour 15 minutes now. I will log on at 01:00 and stay on until 01:30 in the hope of meeting with you to get this fixed.

Kind Regards,
*my name*

I figured an hour would be more than enough time for the message to get through to *ESO Staff 2 name*. Unfortunately this was not to be and after waiting from 1am to 1:30am I still hadn't got a reply so I raised a ticket including the name of the staff member and copy of the text to make sure they got the message. Typically when you raise a ticket it's replied to very fast but in this case I got nothing so they probably just closed it immediately.

30 minutes pass and still nothing. Last try... I send an email with a heading of "FAO - ESO Staff 2 name"

Hi ESO Staff 2 name,

Tried to contact you a few times. Not sure what is going on with communications.

This is the last try on my end to get a hold of you... going to be on for another 30 mins then giving up again

Regards,
*my name*

After another 30 minutes I gave up. There is something very wrong when a message is either being ignored or deleted especially when someone specifically emails you and says "I will help just send me a time!".

Frustrating doesn't really cover it. Just going to hope the guy who I missed the call from is as good as his word and actually gets my e-mail and meets me on Friday. I swear if I turn up and no-one contacts me again I am done with this game.

nanaki90 · April 2014

My game is full of quest bugs which is killing my interest in this game, but nothing as bad as this. I think i would have given up at day 3

I hope the scrap these weird auto responses with "mages/mudcraps" ect. They are not funny when you are having issues with some serious bugs. All they do is make you feel like a team of monkeys is handling your case

While the game does have potential i feel like they are doing a extremly poor job at handling the more serious bugs. It has been 3 weeks now since the game came out and just look at how small the patch notes are.
Either they hired a too small team for bugs or they hired people who are not capable of doing their job right

SCSA · April 2014

What the... hell. That really sucks man.

GossiTheDog · April 2014

Hi @‌jp_antillb16_ESO

Can I just check - did you post about this issue last week? I saw another post about it - I just want to make sure there aren't two people with same issue.

Seroczynski · April 2014

This just shows, once again, that they have serious issues on their customer support end. I just hope you will be able to finally play again any time soon.

Reck · April 2014

Can't help but feel that ESO has launched pretending to be a AAA title but in reality has the CS setup and staffing levels of the F2P game it knows it will become.

GossiTheDog · April 2014

For anybody that isn't aware, Zenimax are having major support issues: http://www.eurogamer.net/articles/2014-04-23-elder-scrolls-online-dev-battling-black-market

sinz_xb16_ESO · April 2014

Wow, this is the worst case of "Customer Support" I've seen so far. I hope I will never have to deal with these guys. It seems like they are actually trolling you, what the hell?

melodeath · April 2014

i'm dealing with the same. i cancelled my sub now.
go read dieing,rezzing,dieing.

ive been dealing with the same idiotic costumer support for the same amount of time for the exact same issue

BRAVO872 · April 2014

I have finally had it, I am done..... but I did take the time to visit 4 online retailers of ESO and posted my honest rating for the product.

Goibot · April 2014

The silence is Deafaning

Syntse · April 2014

Had to read this all the way through hoping to see happy ending, but no.

Askadelia · April 2014

Head of Cs must be a realy vicious Deadra

bumbing this up for you

Good Luck

GossiTheDog · April 2014

Okay, I looked through my records and there's other customer examples of this bug. Unfortunately they got nowhere with support and posted saying they cancelled their subscription.

Zindalaash · April 2014

Makes me happy that I got my refund.....
Never going to touch this game again, not even when it's f2p, which will be very very soon, I'm sure..

Valerien · April 2014

It does seem the CS have gone on Holiday. Way back at early access you could wait to speak with a representative, never got through but the option was there. The option is now gone but you used to get a reply to an tickets fairly quickly. Now it seems to be hit and miss if you get a reply.

If its a side quest its annoying, if its a bot farming its annoying. But when it makes the game unplayable or impossible to advance its frustrating and who pays to be frustrated by something that should be fun.

Kyosji · April 2014

@ZOS_GinaBruno‌ @ZOS_JessicaFolsom‌ or any other ZoS person, can someone really look into this? This is making your company look like a joke and it needs to be fixed. Zeni can't have their support constantly tell their players one thing and not deliver, especially with an issue like this.

xramirez535b14_ESO · April 2014

*bump* This is really scary stuff. I haven't needed CS yet and now I REALLY hope I never will if they are seriously THIS unreliable.

I remember in the first or second week of GW2 the devs made a dedicated forum post in which players could post their case numbers if they were having issues with their accounts being accidentally banned or if their tickets weren't being resolved in a timely manner and the devs would CONSTANTLY reply with "(case number) resolved" and across the board everyone was satisfied with the quick response. To think that a subscription game doesn't have AT LEAST this much support is baffling. Don't think there's a smaller team than ANet's in the MMO business today (besides maybe free to play). Zenimax, what's the deal?

bloodwulfe · April 2014

Bumping this for you. CS is horrible in ESO.

Moroch · April 2014

I am also bumping this in support.

Zindalaash · April 2014

helping to keep this on the first page...

Garrett_hardy_ESO · April 2014

Free BUMP. Hope you get this resolved. I hope I never encounter anything like this and I will steer clear of this quest FOR SURE. I havent needed CS yet for an issue. Most of mine I was able to trouble shoot and solve myself. by dropping, relogging and resetting myself. I would not have the patience you have had for sure. I also started some ALTS in case anything like this happens. Guess they didnt realize what they were getting into when they decided to do an MMO. Probably the worst turnover on a game. Next to SIMS recent release that is. Of the 65 friends from MMO's than came to play this game. I think 24 remain. Most said they will come back in 4 months maybe when they get their stuff together. But then again. Everquest NEXT will be out by then and I have been doing closed BETA on that game. and it is absolutely amazing. You want to talk about MMO evolution. That game is it and will be it.

Locke_ESO · April 2014

GossiTheDog wrote: »

Hi @‌jp_antillb16_ESO

Can I just check - did you post about this issue last week? I saw another post about it - I just want to make sure there aren't two people with same issue.

Hi @GossiTheDog. Yes that was my post asking for a quick resolution that I made after the first 6 hours although I didn't really get that CS people weren't involved in this forum as they are for some other games. I was bemused enough at that point that it hadn't been bumped to a GM for fast resolution. As a side note I also placed a call back request maybe 2-3 days ago (the one with the 1 hour wait on the website) that never happened.

I'm mainly just hoping that I do get a call back or online meeting at the time I sent the guy who tried to ring me on Friday (another wasted day of game time). I cant help but think there is something wrong with their email system either in how its getting sorted or on their personnel side. I cant understand making an offer to help "sometime in the next 7 hours" and then not getting any of those messages or at some point during your shift doing a quick check /whisper @myaccount.

I'm seriously considering placing an international phone call to their helpline in the US although I've heard it has a long waiting time.

GossiTheDog · April 2014

The people on the international phone number are first line (tier 1) call center people, they can't do anything in game.

PS: Check your junk email folder, ESO's support email server is on a junk sender list (Spamhaus) so emails inbound have started to bounce, and their outbound mails are getting filtered out sometimes.

Locke_ESO · April 2014

GossiTheDog wrote: »

PS: Check your junk email folder, ESO's support email server is on a junk sender list (Spamhaus) so emails inbound have started to bounce, and their outbound mails are getting filtered out sometimes.

Yeah I have thought of this. ESO emails come through fine as far as I can tell. Unless it's a complete filter that doesn't even reach my inbox/junk section on my generic online email account at all then I doubt I am missing any emails from them. Believe me when you're sat there waiting on a screen with the "dunk,dunk,dunk..." sound of your broken gear going in the back ground you think of everything.

Having worked in CS briefly myself I suspect what is going on is that their first line support is copy and paste updating my ticket which has been flagged for the guy I'm supposed to meet on Friday without actually reading it and understanding the context or the second person found they didn't have time to help me last night after all so ignored the emails/ticket I sent.

Westnovote · April 2014

This thread makes fascinating, and rather depressing, reading. I have to say that the OP seems very calm under what must be truly annoying circumstances. I genuinely hope you manage to get this sorted.

@ZOS customer support- I'm afraid you are not making yourself look very good at all. This thread is being watched by many customers with an increasing sense of dread. If it was an isolated situation then we might have a measure of sympathy (especially considering the load we know you're under right now). However, the experiences in this thread mirror, to some extent, my own experiences to date. I suspect many other customers have similar stories to tell.

melodeath · April 2014

in fact, i have the exact same story to tell.

Hrithmus · April 2014

Just remember a 200 Million Dollar budget.