I cannot reply to support mail

SirMosh · April 2014

I have an issue in-game but cannot reply to the support messages I receive with the following message:

Final-Recipient: rfc822; teso_help@mailmw.custhelp.com
Original-Recipient: rfc822;ESO_Help@helpmail.elderscrollsonline.com
Action: failed
Status: 5.0.0
Remote-MTA: dns; filtervipmw15.rightnowtech.com
Diagnostic-Code: smtp; 554 Service unavailable; Client host
[mailrelay01.zos.atl.nexxphase.net] blocked by rbl.int.rightnowtech.com;
http://www.spamhaus.org/sbl/query/SBL220xxx

methroixb16_ESO · April 2014

Same here, with the exact same error message.
Tried to reply through GMail, which has worked flawlessly in the past.

Malediktus · April 2014

Same problem here!

This is the mail system at host mailrelay01.zos.atl.nexxphase.net.

I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can
delete your own text from the attached returned message.

The mail system

<teso_hilfe@mailmw.custhelp.com> (expanded from
<ESO_Hilfe@helpmail.elderscrollsonline.com>): host
filtervipmw15.rightnowtech.com[74.117.203.216] said: 554 Service
unavailable; Client host [mailrelay01.zos.atl.nexxphase.net] blocked by
rbl.int.rightnowtech.com; http://www.spamhaus.org/sbl/query/SBL220319 (in
reply to RCPT TO command)

Final-Recipient: rfc822; teso_hilfe@mailmw.custhelp.com
Original-Recipient: rfc822;ESO_Hilfe@helpmail.elderscrollsonline.com
Action: failed
Status: 5.0.0
Remote-MTA: dns; filtervipmw15.rightnowtech.com
Diagnostic-Code: smtp; 554 Service unavailable; Client host
[mailrelay01.zos.atl.nexxphase.net] blocked by rbl.int.rightnowtech.com;
http://www.spamhaus.org/sbl/query/SBL220319

Hopefully this gets attention, because the customer support asked me to write back to them.

GossiTheDog · April 2014

It's broken.

Vyndetta · April 2014

Same here. I've been trying to have an issue resolved for 12 days now. I've in the past had three requests asking for three different security verification responses. They've been sent two, I refuse to send yet a third piece of my security information.

This is now crossing into incompetence and financial security breaches.

GossiTheDog · April 2014

Posted by Zenimax here: http://forums.elderscrollsonline.com/discussion/86107/unable-to-reply-to-support-tickets-please-help-me-customer-services

ZOS_TristanK wrote: »

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

Malediktus · April 2014

classic, thats what you get for using cheap anti spam solutions

SirMosh · April 2014

My patience wears thin. I have encountered a progress halting bug and always get the same, generic response "relog, reloadui, abandon quest..."

This is the Army of Meridia quest in Coldharbour which is the final questline in the area. Nothing else to do.

Stravokov · April 2014

still down? sheesh this is something else... they should of invested more time in a structured Support system. it really is laughable that we are unable to contact them because they were blacklisted...

Sihnfahl · April 2014

Stravokov wrote: »

they should of invested more time in a structured Support system.

They had hoped that Right Now Tech, with the infrastructure and such already in place, would have no issue providing that system.

it really is laughable that we are unable to contact them because they were blacklisted...

Yeah, but from what I'm seeing in the headers pretty much tells me they really weren't thinking on what would happen...

Malediktus · April 2014

still not working, what kind of ******** is this? Real good AAA+++ support here

ZOS_AlexD · April 2014

Greetings everyone. We are currently looking into this issue and hope to have this resolved as quickly as we can. We understand that this can be very frustrating and we thank you for your patience and for bearing with us.

JasonSilverSpring · April 2014

ZOS_AlexD wrote: »

Greetings everyone. We are currently looking into this issue and hope to have this resolved as quickly as we can. We understand that this can be very frustrating and we thank you for your patience and for bearing with us.

@ZOS_AlexD‌, might I suggest you all put one of those notes up that shows up on each forum page announcing this? Or at least a sticky announcement here? This is impacting a lot of people and a simple posting might at least avoid some additional threads about this.

Also, do you all have any plans to have a proper ticket system on your website where we can log in and view, track and respond to our tickets? That would be so much better than asking us to send our secret question and stuff like that via email.

rorkananimal · April 2014

Currently preventing me from getting in touch with support to get my reimbursement for my losses due to the bank bug.

BRAVO872 · April 2014

For me this was the last straw, I am done....... but I did take the time to visit 4 online retailers of ESO and posted my honest rating for the product.

Malediktus · April 2014

Well sending email to the support still does not work, but at least a ZOS employe sent me a private message on the forums and asked for the ticket number.

GossiTheDog · April 2014

Yes - I just retested from Gmail, they're still bouncing incoming email.

Best bet for support right now is to PM forum mods.

Hoylegu · April 2014

Yep, my email was just bounced back...again. Great game, with the worst CS I've ever seen.

Zenimax needs to clean house. Fire everyone involved with CS for this game before you ruin it. It's not too late...yet.

Thrudra_Magia · April 2014

I am having the same issue. It only started this week. In fact, I responded again to the original message this morning, but received another delivery failure message almost immediately.

I'm concerned that because I haven't responded to my incident (140417-057238) my issue will be closed and this is the second ticket I've submitted to support already.

AlexDougherty · April 2014

They use Spamhaus to stop spam, unfortunately Spamhaus thinks the CS Email address produces spam, and thus prevents any incoming mail because it has their email address.

Mabh · April 2014

What's the eta on fixing your email? I'm still trying to get a reply on my loss of bank slots which occurred on April 8/14.
This is not good for ZOS'reputation especially in this 1st month of the game.

GossiTheDog · April 2014

There is no ETA. There isn't even a sticky on the forum or note on support site about it.

Sihnfahl · April 2014

Well, unfortunately, it's a SpamHaus issue and nobody at RightNowTech has whitelisted support emails.

Zeni can ask SH to speed things up and poke at RNT... but ...

GossiTheDog · April 2014

In fairness - ZOS control their email setup and domains. They can fix it. They haven't.

Sihnfahl · April 2014

ZOS controls Right Now Tech's email server?

GossiTheDog · April 2014

Yes. They point their domain at it (MX records).

jirikiwi+tesopreeb18_ESO · April 2014

Hi i also tried responding to a support ticket, but i am getting the same error.

: Diagnostic-Code: smtp; 554 Service unavailable; Client host
[mailrelay01.zos.atl.nexxphase.net] blocked by rbl.int.rightnowtech.com;

BRAVO872 · April 2014

After the support mails started bouncing back.....

" I took the time to visit 4 online retailers of ESO and posted my honest rating for the product."

Wow then it hit me ..... I almost forgot to log back in one last time and cancel my subscription.

ELDER SCROLLS ONLINE
Member Since March 29, 2014

ACCOUNT STATUS
- Cancelled

elderscrollsb16_ESO109 · April 2014

Sihnfahl wrote: »

ZOS controls Right Now Tech's email server?

GossiTheDog wrote: »

Yes. They point their domain at it (MX records).

The fact that they use a service provided by rightnowtech.com doesn't imply they controll this company.

Actually it seems rightnowtech.com is own by Oracle.

Apart from this, it's absolutly abnormal that they can't fix this in a couple of hours, not speaking of 3 days!

GossiTheDog · April 2014

To be clear, the email address which has problems (the support ticket system) is eso_help@helpmail.elderscrollsonline.com. elderscrollsonline.com is owned by Zenimax. They pointed helpmail.elderscrollsonline.com at Oracle's cloud ticketing system. Oracle's cloud ticketing system uses Spamhaus to filter out junk email. Unfortunately ZOS's dedicated Oracle server has been blacklisted by Spamhaus.

elderscrollsb16_ESO109 · April 2014

Right, save maybe "dedicated". (and the singular at "server")

I think the issue it that the mail servers is actually shared (i.e.used for several others company) and that Rightnowtech / Oracle REFUSE to whitelist ZOS servers addresses to protect the other clients and the servers themselves from overload and mail-DOS attack.