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Please adjust your Customer Support policy, This cannot be your intention
Rei604
Soul Shriven
There is something i find incredibly frustrating with your customer support and its not the people its this e-mail and everything it suggests...
Here is a summary of what I'm going through right now...
My main story quest chain at level 45 Messages across Tamriel is bugged, Vanus Galerion wont speak to me. A very helpfull fellow named Tyrone reset the quest for me but when i ported to Skywatch for the next part i lost the quest and it bugged back to Vanus Galerion, who still wouldn't speak to me. At That point, someone named Megan took over and told me to reload my UI, Log out for 15 mins and then do other quests, when i told her none of that worked she told me to make another character.
this was the last e-mail i received in a chain in an attempt to fix my level 45 main story line quest that is bugged.
the suggestion is to CREATE A NEW CHARACTER? so i can run through the game again and experience all these other bugs? I bought the Collectors Imperial Edition of this game and i am paying a monthly subscription fee. and the recommendation when i come across a bug in an important quest chain that's blocking progression is to create a new character? how is this acceptable?! I have never before seen this in any game i have ever played.
I want to progress with this character, i have invested allot of time in it and wish to see it reach the level cap and then V10. I want to see how this Story Ends.
There is allot of bugs involving quests in this game, at first i started reporting them but now i just run across them, check the forums, read that everyone else is frustrated as i am and then move on from the quest and attempt to either complete it later after a patch or at Night when everyone else is usually asleep. this is one of the perks of working Shift work for me, i am able to get on during odd hours and complete most quests that are bugged. I Cant do this on this quest, this quest gives me access to Coldharbour, it also allows me access to other factions zones for questing, allowing me to reach V1-10 ranks without only doing PVP.
when i told my guild about this response, they thought i was playing a joke on them until i quoted the e-mail word for word.
They thought it was a joke, and if i wasn't so angry i would probably laugh at how silly that e-mail is as well.
I just wanna know how the recommendation to make another character was supposed to make me (your customer) happy and playing your game? I have invested hours, money and time grinding various things in order to make my character perfect. and I still have a ton of work to do, and I'm eager and excited to keep playing this game.
but instead of say attempting to Complete this part of the quest so I can move on (because resetting didn't work), your telling me to shelf this character and create a new one? I am so angry at this suggestion and how this bug is being handled I'm seriously considering Shelving this GAME instead of my character.
your customer support people up to this point have been fantastic, and i do not fault anyone i have dealt with, but whoever established that creating a new character to bypass a bug was a good technical support idea needs to reconsider exactly what they are suggesting. If i made a new character every time i ran into a bug on a quest i wanted to complete, i would have all 8 of my character slots filled and i would be playing Diablo 3.
the only reason i should ever quit playing a character is because i am no longer have fun with it.
Greetings <name>,
We do apologize that none of the troubleshooting steps have fixed your issue. This is a known issue and the team is working to resolve this.
What we recommend that you can do is try playing a different character until this quest is fixed. I do apologize for the inconvenience and understand your frustration. Please check our forums for any updates.
We ask that all players be vigilant with the /bug command to quickly report any issues they face ingame so that our bugfixing team can get to them as quickly as possible. If you have already submitted a /bug ticket, please bare with us as we look into the issue.
You can also try playing The Elder Scrolls Online: Arena and The Elder Scrolls Online II: Daggerfall for free. Here are the links:
The Elder Scrolls: Arena - http://www.elderscrolls.com/arena/
The Elder Scrolls II: Daggerfall - http://www.elderscrolls.com/daggerfall/
Thank you for your continued interest and support!
Warm Regards,
The Elder Scrolls Online Team
Here is a summary of what I'm going through right now...
My main story quest chain at level 45 Messages across Tamriel is bugged, Vanus Galerion wont speak to me. A very helpfull fellow named Tyrone reset the quest for me but when i ported to Skywatch for the next part i lost the quest and it bugged back to Vanus Galerion, who still wouldn't speak to me. At That point, someone named Megan took over and told me to reload my UI, Log out for 15 mins and then do other quests, when i told her none of that worked she told me to make another character.
this was the last e-mail i received in a chain in an attempt to fix my level 45 main story line quest that is bugged.
the suggestion is to CREATE A NEW CHARACTER? so i can run through the game again and experience all these other bugs? I bought the Collectors Imperial Edition of this game and i am paying a monthly subscription fee. and the recommendation when i come across a bug in an important quest chain that's blocking progression is to create a new character? how is this acceptable?! I have never before seen this in any game i have ever played.
I want to progress with this character, i have invested allot of time in it and wish to see it reach the level cap and then V10. I want to see how this Story Ends.
There is allot of bugs involving quests in this game, at first i started reporting them but now i just run across them, check the forums, read that everyone else is frustrated as i am and then move on from the quest and attempt to either complete it later after a patch or at Night when everyone else is usually asleep. this is one of the perks of working Shift work for me, i am able to get on during odd hours and complete most quests that are bugged. I Cant do this on this quest, this quest gives me access to Coldharbour, it also allows me access to other factions zones for questing, allowing me to reach V1-10 ranks without only doing PVP.
when i told my guild about this response, they thought i was playing a joke on them until i quoted the e-mail word for word.
They thought it was a joke, and if i wasn't so angry i would probably laugh at how silly that e-mail is as well.
I just wanna know how the recommendation to make another character was supposed to make me (your customer) happy and playing your game? I have invested hours, money and time grinding various things in order to make my character perfect. and I still have a ton of work to do, and I'm eager and excited to keep playing this game.
but instead of say attempting to Complete this part of the quest so I can move on (because resetting didn't work), your telling me to shelf this character and create a new one? I am so angry at this suggestion and how this bug is being handled I'm seriously considering Shelving this GAME instead of my character.
your customer support people up to this point have been fantastic, and i do not fault anyone i have dealt with, but whoever established that creating a new character to bypass a bug was a good technical support idea needs to reconsider exactly what they are suggesting. If i made a new character every time i ran into a bug on a quest i wanted to complete, i would have all 8 of my character slots filled and i would be playing Diablo 3.
the only reason i should ever quit playing a character is because i am no longer have fun with it.
2
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Etchesketch✭✭✭✭It's a bad situation all round with customer support.. they are not doing a very good job, but they have very little to work with. Fugly really.The number one rule of online gaming is now and has always been, Never play on Patch Day.0
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PolskiBunny_ESO✭✭✭Customer support can't just fix the big though.... It seems like to me that they said it's an issue they know about, they told you all they know that might have helped before the bug is patched, and that all you can do is wait until it's patched.
Like... At that point all they can suggest is what they did. It makes sense.0 -
Rei604Soul Shrivenamusingly enough there is a 10 page forum thread about this quest and the bug, and in it there are numerous posts from people who ticketed customer support and had the bug fixed, granted they said they had to put in multiple tickets, but they got past it.
if someone simply initiated conversation and attempted to troubleshoot it with me i would be happy. even if we collectively spent 10 mins resetting the quest until it worked.
at no point should "we recommend you make a new character" make sense. as there is nothing in a new character that prevents bugs from happening to it as well.1 -
PolskiBunny_ESO✭✭✭Then keep trying. I wouldn't be surprised if some of the customer service reps have been told to hold off on that quest, as other people posted reps told them so in response to their ticket to wait for the patch.
If that isn't satisfactory, try until you get a rep that does something. But if some of them are being told one thing and giving the best information they could accordingly, I don't see the problem. Sure, it's frustrating. But I'm also sure it's frustrating to them, too.0 -
Rei604Soul ShrivenI understand that part completely, I hold nothing against the Customer Support people, my Girlfriend used to work for Bell's Customer Support and she still goes on about the horror story's.
which is why the title of this thread and what i am trying to accomplish is the change in Policy.
Because someone wrote up this e-mail template, and I doubt it was Megan who i was dealing with.1