300 Word Ticket - Automated Responses - A Word to Zenimax

sfxpaladin · April 2014

I actually just spent the last half hour or so writing an Email to ZeniMax head office, a little bit annoyed that Matt Firor (President of ZeniMax Online Studios) withheld his email address, but I digress. I basically outlined the above problems with their customer support, and asked why they removed tools like "Live Chat" support, and why it never worked in the first place, and also, why they haven't bothered to pay one or two guys, or even just found volunteers! To just sit and be a public liaison on the forums. Defiance was one of the greatest let downs ever, but at least they had an employee of sorts, on the forum, every day, just to talk to us and listen to us complain, he couldn't do anything, except acknowledge the problem and say he doesn't have an ETA for it yet, but at least he was there, and it kept ALOT of people in the game. To summarise the feeling, nobody felt ignored.

Gibber · April 2014

It's standard for all the CSR staff to have a 'known issue' list. If anything you're submitting bug/feedback is on that list then it's canned response for you. Most likely gets tagged and automated as the devs have already declared they will taking a look at the quest and/or functionality so there's no need to clog up the CSR's time with stuff already earmarked to get fixed.

Is this ideal? Nope, but time is finite when dealing with massive loads of tickets.

Should ZOS include more advanced proposed fixes in thier canned responses? Yup, but it should be prefaced with 'This one apologizes if you have tried this already' so as to not upset those who need to harden up.

KarsenH · April 2014

LOL I just had ZOS staff memeber edit my post, however, made NO comment regarding anything else. Simply pointing out my misconduct in name calling. Am I in build a bear workshop?

sfxpaladin · April 2014

I received 4 emails from ZOS on this, the day of my Birthday.
1st : Telling me to abandon the quest and retake it (already told them I did)
2nd: Telling me to abandon the quest and retake it (wait, didn't you tell me to do that already?
3rd: Telling me he has heard the quest is bugged, try abandon/retake (wait, again?) and if that doesn't work, abandon it and go somewhere else (interesting)
And the last email was a reply to my long email I sent to their head office to discuss the level of their customer service. During this email I asked why they don't have members of staff that regularly sit in the forum and liaise with customers. I got "Indeed, we do deploy helpful members of our team on the forums. But as you imagine, due to the high volume of members, not everyone can be attended to everytime." Interesting, I have never seen a member of staff "deployed" anywhere yet, but sure!