Why does ZOS not ask for my feedback on why I cancelled my subscription?

crush83 · April 2014

I decided to rewrite the OP as some thought it was whiny. Therefore, I will strip it of all colloquial language, and present it as objectively as possible.

Upon cancelling my subscription, I was met with the following response from Zenimax

Oh no! We are sorry to hear that you are cancelling your subscription. Thank you for taking the time to play our game and we hope you come back in the future.

If there is anything we can do to live up to your expectations please let us know. You can contact us directly from our help site at help.elderscrollsonline.com.

Furthermore, I was presented with the following cancellation confirmation email:

Greetings [REDACTED],

This message confirms that you have successfully cancelled your subscription to The Elder Scrolls Online. You will no longer be charged for a subscription on a recurring basis, and your access to the game will expire at the end of your current subscription cycle.

We're sad to see you go now, but we'll be happy to welcome you back at any time! Whenever you're ready to come back, your characters will be waiting for you, just like you left them. You can return anytime by resubscribing on the Manage Subscription page on your Elder Scrolls Online account.

Warm Regards,

The Elder Scrolls® Online Team

There was no pop up, web form, or other link indicating a place to fill out feedback about why I was cancelling my subscription.

I navigated to help.elderscrollsonline.com, as indicated in the website text, only to find that there was no place to submit feedback.

I found a knowledgebase, and an option to email support about

Technical issues.
Billing/Account issues.
Hacked account issues.

I, personally, found it alarming that Zenimax didn't seem to want to know why I was unsubscribing from the game.

I'll leave all other judgments and reservations out of the post. I will also keep my opinions about why I cancelled my subscription to myself, as I feel others can come to their own conclusions.

scruffycavetroll · April 2014

what makes you think they'd read it, consider it if they had? you also realize the sheer amount of those they have right now to pour through?

crush83 · April 2014

scruffycavetroll wrote: »

what makes you think they'd read it, consider it if they had? you also realize the sheer amount of those they have right now to pour through?

I don't really care if they read it. It's mainly about appearance. They shouldn't be allowing players to leave without making them feel like the reason they left is important to them.

They are basically saying, "You want to leave? Don't let the door hit you on the way out."

Mace · April 2014

Oh no! Sorry to see you go...

But yeah, the reasons for leaving are a nice idea. Personally I've never seen it maybe once. I definitely wouldn't feel slapped in the face if they didn't ask me.

Also at this point, they probably already know exactly why you're leaving. Pick an issue.. there are a few.

zshadez_ESO · April 2014

This is like a teen girl getting angry and telling her boyfriend she's leaving and then getting more upset that he doesn't try to stop her.

crush83 · April 2014

I've never played a game that had a subscription that didn't offer an opportunity to provide feedback about why I was cancelling. That includes:

Ultima Online
Everquest
Shadowbane
Everquest 2
Star Wars Galaxies
World of Warcraft
Guild Wars
Lord of the Rings Online
Dungeons & Dragons
Star Wars Knights of the Old Republic

Every single one asked you to leave feedback about why you are leaving.

Shanna · April 2014

zshadez_ESO wrote: »

This is like a teen girl getting angry and telling her boyfriend she's leaving and then getting more upset that he doesn't try to stop her.

I don't see this that way. I see this as an insightful post as to furthering the hypothesis that Zenimax isn't working from a customer satisfaction angle.

felixgamingx1 · April 2014

I would never read a goodbye feedback...

Stormynature · April 2014

crush83 wrote: »

However, I found it a slap in the face that ZOS didn't even ask me why I was leaving when I cancelled my subscription.

There was no link, no button, and no form asking "why are you leaving?"

To me, this shows that ZOS couldn't give a rats ass about why players are leaving.

You seriously found it a slap in the face? I accept that you mean this metaphorically but seriously "Why do they need the option for feedback?"

Moroch · April 2014

Erm... this thread is pointless as they actually do ask for your feedback. Granted there is no link in the email, and yes Matt Firor didn't send you a personal email asking their most valued customer... you, why you've decided to say goodbye.
No, you cancelled your subscription and you didn't bother to read any of the section that asks you to provide feedback and tells you not to worry if you decide to return as your character will be kept safe.

You failed at your hate-mongery due to being utterly incorrect and having a high opinion of your significance in the ZeniMax Online big picture.

Thete · April 2014

crush83 wrote: »

I've never played a game that had a subscription that didn't offer an opportunity to provide feedback about why I was cancelling. That includes:

World of Warcraft

Lord of the Rings Online

Every single one asked you to leave feedback about why you are leaving.

I've not been asked when unsubbing from either of those games. Maybe they were glad to see the back of me.

crush83 · April 2014

Thete wrote: »

crush83 wrote: »

I've never played a game that had a subscription that didn't offer an opportunity to provide feedback about why I was cancelling. That includes:

World of Warcraft

Lord of the Rings Online

Every single one asked you to leave feedback about why you are leaving.

I've not been asked when unsubbing from either of those games. Maybe they were glad to see the back of me.

World of Warcraft always asks. Lord of the Rings Online doesn't ask anymore because they are basically F2P now. It was different when subscriptions were their only source of income.

crush83 · April 2014

Moroch wrote: »

Erm... this thread is pointless as they actually do ask for your feedback. Granted there is no link in the email, and yes Matt Firor didn't send you a personal email asking their most valued customer... you, why you've decided to say goodbye.
No, you cancelled your subscription and you didn't bother to read any of the section that asks you to provide feedback and tells you not to worry if you decide to return as your character will be kept safe.

You failed at your hate-mongery due to being utterly incorrect and having a high opinion of your significance in the ZeniMax Online big picture.

You're obviously a troll, and probably haven't cancelled your account.

No. No where in the cancellation process is there any link or discussion about how to leave feedback about why I cancelled. It's not on the website when you cancel, and it's not in the email you get as confirmation. You're dead wrong, troll.

Agobi · April 2014

I was actually surprised too,when I canceled and there was not one place I could give feedback or reasons why...

But like the OP says...maybe they don't care why players decide not to give them money

Klarick · April 2014

zshadez_ESO wrote: »

This is like a teen girl getting angry and telling her boyfriend she's leaving and then getting more upset that he doesn't try to stop her.

A perfect analogy of the OP.

scruffycavetroll · April 2014

crush83 wrote: »

scruffycavetroll wrote: »

what makes you think they'd read it, consider it if they had? you also realize the sheer amount of those they have right now to pour through?

I don't really care if they read it. It's mainly about appearance. They shouldn't be allowing players to leave without making them feel like the reason they left is important to them.

They are basically saying, "You want to leave? Don't let the door hit you on the way out."

I'm not saying you don't have a point, but it's not really needed.

in the same way retail stores account for theft, they're probably accounting for a certain number of cancellations (i just unsubbed also), but they also know that people come and go...the issue being how many go and for how long.

pronkg · April 2014

Support ticket like i did, they helped me within an hour. Port to cyrodill the back to normal zone. Instance will reset and work fine

Moroch · April 2014

Yeah... sooo... probably have?

I am not dead wrong and part of me is actually willing to resubscribe, only to unsubscribe, only to prove you wrong.

crush83 · April 2014

Klarick wrote: »

zshadez_ESO wrote: »

This is like a teen girl getting angry and telling her boyfriend she's leaving and then getting more upset that he doesn't try to stop her.

A perfect analogy of the OP.

Yeah, because a boyfriend is synonymous with a corporation providing a product to consumers for profit.

Mujuro · April 2014

scruffycavetroll wrote: »

what makes you think they'd read it, consider it if they had? you also realize the sheer amount of those they have right now to pour through?

This.

Agobi · April 2014

Moroch wrote: »

Yeah... sooo... probably have?

I am not dead wrong and part of me is actually willing to resubscribe, only to unsubscribe, only to prove you wrong.

That just means you have cancelled...but still have playtime left on your account

There is no feedbackoption...not one o.O

crush83 · April 2014

Removing off-topic post directed at a troll.

SirMosh · April 2014

This is the message I got. And I can also give my reason - I wanted to play this game, but a bug is stopping me from playing it. I am not getting help in fixing it, so Zenimax are just leaving me no other option.

This message confirms that you have successfully cancelled your subscription to The Elder Scrolls Online. You will no longer be charged for a subscription on a recurring basis, and your access to the game will expire at the end of your current subscription cycle.

We're sad to see you go now, but we'll be happy to welcome you back at any time! Whenever you're ready to come back, your characters will be waiting for you, just like you left them. You can return anytime by resubscribing on the Manage Subscription page on your Elder Scrolls Online account.

Rapscallion74 · April 2014

I noticed this as well, however didnt really care as I was on the way out and LOL at all the moronic fanboi replies.

Yankee · April 2014

ZOS probably should ask for feedback on a sub cancel.

Maybe they glanced at their forums and figured out a lot of the people leaving each seem to be creating an individual thread to announce it anyway.

crush83 · April 2014

Removed pointless post in response to trolls.

Moroch · April 2014

Actually, I do owe you sort of an apology. I did in fact just renew then cancel my subscription and I was referring to the section which says "We are sorry you wish to cancel your subscription. If there is anything we can do blah blah please contact us at help.elder etc...". So I guess you are somewhat correct.
I'm willing to admit I was wrong. But I am not a troll, just made a mistake as there was something similar to asking for feedback.

EDIT: And can I just say LOL to the post above. Very funny

MollocH · April 2014

Why should they do this right at the start of an mmo ? Since there a a lot of 1-2 month player, that come from other MMO's and are bored, quitting the game pretty soon after release.

And even in 6 month ... why would I care ... the guy unsubscribed and he probably had a reason to. It's not like they would change something fundamentaly for 1k people. And reading that some guys left because of bugs or customer Support ... yeah well I guess they know there are issues with that!

ZandrenVexx · April 2014

I guess my question would be..."Why are you still here? To troll the forums, and hate on anyone that thinks you're (more than) a little "whiny"?

Being the Devils Advocate here...you haven't proved that you were NOT asked for feedback. Merely stated in an anonymous thread...

Let it go...Move on. This game/company is definitely NOT for you. Throwing rocks at them as you leave is, well a little childish.

Grimth · April 2014

On the Manage subscription page when you click the Cancel Subscription option the bottom of the page changes to show you:

Oh no! We are sorry to hear that you are cancelling your subscription. Thank you for taking the time to play our game and we hope you come back in the future.

If there is anything we can do to live up to your expectations please let us know. You can contact us directly from our help site at help.elderscrollsonline.com.

Yes where most games when you cancel your sub there is screen or pop that wants your feedback.

Charkat · April 2014

Suggestion to everyone who has an issue they want to address in a civil and productive manner:

Leave the "slap in the face" stuff out of your post. It makes you come off as a drama queen who is getting overly emotional. It seriously detracts from the point of your post.

Take the OP for example. It is a completely valid issue to bring up. Is it a "slap in the face" to customers? No. Is it reflective of the overall low quality of customer service and communication? Likely.

"Slap in the face" and "Shame on you" are two phrases that have exploded recently and are overused to the point of losing all meaning. There is no need for these dramatic catch phrases when your point can stand on its own merits.