3 1/2 days without being able to play

threesnap · April 2014

I've tried contacting customer support but still haven't gotten back to me after a initial generic response. From looking around on google it seams I'm not the only one to be affected by what seams to be the purge ESO is using to clean up bot's. I have at no time exploited in any shape or form. But it's frustrating to not be able to play or even access my account.

[which needs to be changed tbh, even if someone is suspended/banned I should still be able to log into my account via internet browser and have access to my personal information, since it contains billing information.]

Here is a reddit post with people have described exactly what happened to me to the tee. http://www.reddit.com/r/elderscrollsonline/comments/23dts0/incorrect_login_information_you_have_been/

Hope someone sees this that might be able to help me with my problem.

Ticket # [140425-064863]

lstongeb16_ESO · April 2014

I feel your pain, i'm still waiting after more that 48H, 6 tickets (yes, had 0 replies/notices, so I filled some in different languages).

I found a working phone number, called and was told it might take many days before they just start reviewing my case, probably because the pile of complaints is HUGE.

Similar for me, pretty regular play. I was going to that Daedroth world boss in Coldharbor, got booted in the air while on horse, was logged off with reason being "text message queue full, excessive spamming", relogged, /stuck, respawned then kicked out again without possibility to log back in.

Now, will they perma ban me for ticket spamming??

140427-005485
140427-069770
140427-091974
140428-044258
140428-045307
140429-001412

Btw, I didn't mean to hijack your thread. I mostly want to add to it. I understand (and agree 100%) they need to take actions against the bots and cheaters, but it can't be at detriment of legit people. What I mean by that is that I don't really care to be a false positive, if they fix it quickly. It can happen. But having to wait 5-10 days? Really?

GossiTheDog · April 2014

I wouldn't ticket spam them, as that is the cause of some of the support issues.

That said they need to start dealing with account suspensions quicker.

Syzmicke · April 2014

Sorry to hear your having problems hope you get back soon and you get some sort of game time compensation for the time you lost.

lstongeb16_ESO · April 2014

Well, you are right GossiTheDog. But I had a support answer this morning

Coincidence?

It will probably get fixed, but the delay is still unacceptable. as I said, I have no problem being caught by mistake by the "bad-for-now" cheat detection system, even multiple times if they act promptly to fix the issue...

Syzmicke, I don't really care about game time loss by itself. Just the fact that I got kicked out the same way as if I did something wrong without having the possibility to have feedback or explanations on the issue. Well, probably like everyone who faced that problem

threesnap · April 2014

Yea it's the wait without communication that's half the issue. I'd almost be happy if it was some generic computer generated auto response just letting me know that they were swamped but assuring that I was still in que. But now it's been 4 1/2 days and still no word.

lstongeb16_ESO wrote: »

Well, you are right GossiTheDog. But I had a support answer this morning

Coincidence?

It will probably get fixed, but the delay is still unacceptable. as I said, I have no problem being caught by mistake by the "bad-for-now" cheat detection system, even multiple times if they act promptly to fix the issue...

Syzmicke, I don't really care about game time loss by itself. Just the fact that I got kicked out the same way as if I did something wrong without having the possibility to have feedback or explanations on the issue. Well, probably like everyone who faced that problem

Like U iistongeb I don't mind being accidentally caught by the system, it's the wait times and lack of communication that's the killer.

lstongeb16_ESO · April 2014

Well, as I wrote earlier I had someone who contacted me this morning, around 7am EST but for absolutely nothing or maybe just to say hello. She asked the secret answer which I sent quickly (after checking it wasn't a phishing message, of course) but it's now 9pm and radio silence all day long, once again. Nothing is fixed.

If a mod would kindly check if they received my secret answer correctly it would be appreciated. It could have been caught in antispam, who knows since I am now suspended?

Support representative was Juliette (french support)
Case ID: 140428-045307

yeathatguy · April 2014

Well on the bright side your not missing much, its a lot like being on the sideline of the Broncos in the Superbowl @.@ R U sure you want back in ?

threesnap · April 2014

Still no word, going on 5 1/2 days, has anyone in this thread managed to hear back from customer support?

nhisso · April 2014

yeathatguy wrote: »

Well on the bright side your not missing much, its a lot like being on the sideline of the Broncos in the Superbowl @.@ R U sure you want back in ?

So you dont like the game, but you're still here? LOL ok.

AryaWythers · April 2014

Make sure anytime you contact through a ticket, that you make sure to put that you want the issue escalated....pretty much only way to avoid waiting so long and hopefully you will get an quick response

Daverios · April 2014

Call this number.

1 855 296 3170. That will connect you to zos support. Wait on hold and ask to speak with a supervisor if needed as first tier has limited access. Not going to lie if it middle of the day or evening you will be waiting awile.

This is your best method to find out whats up. Forum mods have no access to the same system it is completly seperate.

Best of luck. Let us know if it works out for you.

Ps. this number is on reddit too not sure how you missed it.

threesnap · April 2014

well I've submitted another ticket, this time asking to be escalated
Ticket #[140430-039340]. I know a couple of guys here said no support looks at these forums, but I have seen other people have their tickets escalated from here. So if any support see's this please help me out and escalate my tickets for me.

Will let you guys know if anything changes.

hope to be back in-game soon.

Veenified · May 2014

SERIOUSLY, ZOS?! You make a broken game and you insist on pissing off your player-base further?

AryaWythers · May 2014

Did you try the call back response, that has always worked for me....hope you get a response soon good luck

threesnap · May 2014

AryaWythers wrote: »

Did you try the call back response, that has always worked for me....hope you get a response soon good luck

The first ticket I made, I requested by phone and game them my number asking for a call anytime. All i got was a email saying they would get around to looking at it, and it's now been 5days. This time I chose email, i dunno starting to lose hope to be honest.

AryaWythers · May 2014

I would also put another call in asking to escalate original ticket number because you haven't received a response. You can try getting a response from FB also if this doesn't work...that's how I got my first CS ticket responded to, and when they told me to escalate in future.

AryaWythers · May 2014

Usually a bunch of Trolls would jump in saying it's your fault...then we all argue and the mods notice, unfortunately I think it may be past their bedtime here on East Cost it is almost 9pm and their parents most likely sent them to bed already!

hiyde · May 2014

I am hearing more and more of these stories on the forums and even from my own guild. I feel like a noob - I'm only heading into day 2 of having my toon booted -> banned -> account deleted -> purchase refunded.

Mine got escalated and I did indeed get a callback, but the person on the other end of the line read me a script (similar to the e-mail scripts) about how sorry they were and that they were continuing to 'investigate' the issue. This person could not tell me why any of the actions above happened.

Customer service can greatly hurt or help a product - and it's currently a hot mess with Zenimax.

threesnap · May 2014

Ok seriously WTF, my wife just checked the bank and saw that I have been refunded. No contact from customer support, just a random suspension for nothing and instead of reviewing it and getting this fixed they have refunded and I [assume] closed the account. Because now when I go to my account to try and log in get incorrect user ID, please try again later. Not that i'm ungrateful for at the very least getting my money back, I have done absolutely nothing wrong. I'm probably not even going to bother anymore if I hear something else back then ok but otherwise whatever. I'd suggest to the other people that posted in here to look at their banks. This is the weirdest most uncoordinated messed up customer support I have ever used.

I can only guess that the anti bot program they have used is so messed up that they know their banning innocent players but have no way to tell who is or not.

This is ***.

AryaWythers · May 2014

Sorry Edited due to new facts that came to light...moved down in thread.

hiyde · May 2014

It's just unbelievable. "Here's your money back and your account is deleted kthxbye" and they can't even tell you why it happened.

Elsonso · May 2014

hiyde wrote: »

It's just unbelievable. "Here's your money back and your account is deleted kthxbye" and they can't even tell you why it happened.

@hiyde‌ : Well, if it makes you feel any better, the game currently knows about both your @username and your character's name.

hiyde · May 2014

Thanks, a few members of my guild have mentioned the same thing in the past hour..and that's a definite change. Earlier today they were getting an 'account not found' message when trying to email me to test.

Perhaps someone really liked the name and created a new account with it lol.

Or maybe something is happening. But I've not been contacted.

lordrichter wrote: »

hiyde wrote: »

It's just unbelievable. "Here's your money back and your account is deleted kthxbye" and they can't even tell you why it happened.

@hiyde‌ : Well, if it makes you feel any better, the game currently knows about both your @username and your character's name.

AryaWythers · May 2014

Wait are you still not able to play yet? I thought someone said you were fine in other thread

hiyde · May 2014

Nope! My latest status is that it's been 'escalated' and that I should hear something back 'within 24 hours'.

AryaWythers · May 2014

hiyde wrote: »

Nope! My latest status is that it's been 'escalated' and that I should hear something back 'within 24 hours'.

Got to edit my other post...sorry for mix up

BlitzkriegAngel · May 2014

I feel your pain. I got an email back that said this problem would be escalated to the higher courts. That was after 3 hours of back and forth bull**** with what can only be called a drone .. or maybe Zenimax's version of a chatbot. My plan is to call them tomorrow morning and if I can't get through with the Reddit number I looked up the physical address of Zenimax's headquarters and found several numbers to call directly. This will be resolved one way or another, it's just a question of how many people they will *** off and screw over.

Ticket #: 140430-026900.

AryaWythers · May 2014

Yeah they shut down last major post about this as usual Customer Support here, but threads are still popping up even though ZoS says it's against ToS to talk about being falsely accused and punished without just cause.

Here it is, thank god he finally got vindicated and ZoS failed at trying to silence another one of their mistakes...http://forums.elderscrollsonline.com/discussion/90777/speechless-thrown-out-of-the-game/p1

EDIT: Sorry I was wrong they just closed thread and he hasn't been vindicated yet...but hopefully soon

Here is another with the response of just wait until some unknown time for an appeal from Zeni ...and since tickets have a awful response time I just dread how long an appeal would take Zeni to respond to these innocent paying customers, Please merge these threads and don't close until you can provide your customers with a reasonable explanation on what they did wrong...or is that too much to ask?
http://forums.elderscrollsonline.com/discussion/90878/i-can-t-log-in#latest

And another...do you need me to merge them for you?
http://forums.elderscrollsonline.com/discussion/90871/server-up-or-down#latest

Most likely another that doesn't realize the terrible CS practices where you falsely punish without telling people
http://forums.elderscrollsonline.com/discussion/90682/keep-getting-error-200-201#latest

This was mine from a while ago without a single response from CS here or in game...so stop telling people it's them already and CLOSING threads about this ongoing problem, that was only a month ago and could find tons more if I really tried but you will most likely just close this one also...as usual while making paying customers suffer needlessly

http://forums.elderscrollsonline.com/discussion/90682/keep-getting-error-200-201#latest

Or you can just realize why I am so bitter with this company and help these poor people out...do what you want with me because I am sick of this petty behavior from a supposed professional company.

BlitzkriegAngel · May 2014

Arya you actually think any of the people responding to these threads/tickets works for Zenimax? Be realistic, they're all Indian and I mean that as in the country, cab drivers working for a 3rd party firm most likely based somewhere like the republic of sealand with cheap headsets. 22 hours and 4 minutes now and I still haven't been able to login nor have I got any response from Zenimax aside from scripted platitudes and inane information. "Have you tried booting in safe mode?" Why yes, yes I did and in fact I included that in the original ticket. Would you be able to offer any evidence your not working off of a generic script and likely don't even know what safe mode is?

BlitzkriegAngel · May 2014

If they're gonna keep screwing us customers so badly couldn't they at least provide some lubricant? The sandpaper is starting to hurt.