Is it usual to just go ignored by support for 10+ days?

Leteney · April 2023

On March 23rd I created a ticket with support and over the next 24h exchanged few mails to clarify/resolve my issue (with an actual human, not the automated responses).
Then the next day (24th) I was told that "my ticket was escalated to a specialized team to ensure I receive the best possible resolution for my issue" and nothing else since.
Over the last 12 days I updated the ticket twice, each time asking for an update and asking some related questions but received no answer whatsoever.

Now to be more detailed because I think that I was misinformed/lied to during the process about there being a max limit on a currency that I don't think has one.
I wrote asking about a refund of seals of endeavor (3600) that I spent on a Dwarven Miniature Sun, Portable furnishing. Turns out it was much too bright for the purpose I had in mind for it and I had no use of it.
Few hours later I had my answer - I was asked to destroy the item myself and then the support will proceed with restoring the seals I spent on it. I did so and wrote back reporting it. Now I was told that they can confirm the item was destroyed as instructed but they are unable to refund my seals at this time "due to my seals being above the max limit". They told me that once I spent more seals I should contact them again referencing the number of the ticket and they will restore the missing seals at any point in the future. I've thought - annoying but alright.

I wrote back asking what is the max limit on the seals of endeavor so that I may know when I am below it and should contact the support in order to get my missing seals back.
That's when I was told that "my ticket was escalated to a specialized team to ensure I receive the best possible resolution for my issue" and it's been radio silence ever since despite me updating the ticket twice with more questions.

Is there even such a thing as max limit on seals of endeavor? I have some 25k currently and had close to 29k before buying the item I wanted to refund. In any case that's all below 30k. Meanwhile some of the players I know have over 50k seals of endeavor and haven't hit any max limit yet.

iPlayOnlyESO · April 2023

Do you have 12 event tickets? Maybe they confused seals with tickets.

Leteney · April 2023

Nope, not currently and not at the time of creating the ticket. (It was before Jester's Festival even began.)

And really I asked myself that too since event tickets are the only currency I know of that have a max limit but like... how do you even confuse seals of endeavor (and 3600 of them too) with tickets that have limit of 12 ?

Anyway, that could have been resolved if they just replied to my ticket, as it currently stands there is no communication to speak of.

rpa · April 2023

I understand that updating a ticket re-queues it which means it goes to last place in queue. So updating just to ask why it takes so long is not very productive.
Of refunding seals, I would not expect a refund. But of course it's not my business.

Leteney · April 2023

It's not like I updated it after few hours. It was 5-6 days before I felt such a need.

Also it wasn't just to ask why it takes so long, like I said I had questions about the seals and this supposed max limit.

Besides I could see that it was being looked at/passed on because the "last updated" tag was reset every other day, it's just that I received no update in the last 12 days after being told "my ticket was escalated to a specialized team to ensure I receive the best possible resolution for my issue". Like, why ? what even ? It felt like "please, just go away" after certain amount of time passed.

MerguezMan · April 2023

Only 10 days of silence ? At least you had some answer ...
https://forums.elderscrollsonline.com/en/discussion/621997/bug-character-can-only-walk-no-interaction-possible

rpa · April 2023

Maybe support does not have a policy about seal refunds, perhaps not even tools to give a refund. So giving an answer, even a "Unfortunately, we are not able to refund seals of endeavor at this time." needs to wait someone who decides that kind of thing.

spartaxoxo · April 2023

If you want information from @ZOS_Kevin
You'll need to leave your ticket number

Leteney · April 2023

All I can say to the linked thread is that there is a difference between a bug report and a refund request. The latter just needs a decision, the former requires finding a solution and implementing it.

As to the support not doing refunds when seals are involved - I've thought that for whatever reason that may be the case but no, the first communications were being very clear that they do refund seals and they will do so for me after I destroy the item. They even used the whole name Seals of Endeavors, all capitalized and everything.

Really I was patiently waiting for this to be resolved, it was even a week with no response before I updated the ticket for the first time. I only took this to forums because I lost hope for an answer to my ticket.

rpa · April 2023

Anyway, you should post your ticket number if you want some admin take notice your woes and give your ticket a nudge to right direction.

Leteney · April 2023

Okay, there haven't been any ZOS employe asking about the ticket number so far but since you say they likely will here it is: 230323-002941

Also on the topic of seals max limit - have you noticed such a thing or even think it can exist ?
Like I said earlier the most of them I had myself was just below 30k seals. How about you all ?

DragonRacer · April 2023

If there is a limit on maximum Seals of Endeavor an account can have, that would be prudent for us all to know. @ZOS_Kevin

And I can 100% confirm Seals of Endeavor CAN be refunded to you. Back when the green Recall of the Galen Wilds customized action was new and bugged to have no cooldown time on gold cost to travel even if you had just recently traveled, Friend A thought this was a feature and told me and Friend B. We got excited and both purchased that action with 3,600 Seals of Endeavor - which, we had about 5,000 Seals at the time, so that was a big purchase.

When ZOS confirmed in the Bug Reports section that the gold cost not having a cooldown was a bug and not a feature - which was entirely the point of me and Friend B buying it - we both submitted support tickets explaining that the sole purpose we had bought the action had just been announced as a bug that would be fixed, so we had wasted our seals. Support offered to remove the customized action from our collectibles and to refund us our 3,600 Seals of Endeavor.

After confirming that is what we wanted to do, both of us got the action removed and Seals refunded with zero fuss. Whole process took less than 24 real time hours. I was honestly shocked at how quickly and efficiently it was handled.

So, something smells like rotten eggs in here.

virtus753 · April 2023

I only have about 31k Seals (just above 31,000). So 30k is definitely not the cap if there is one.

FeedbackOnly · April 2023

@ZOS_JessicaFolsom @ZOS_KaiSchober

Gnesnig · April 2023

There could be a cap on what support line 1 is allowed to refund. Or is the language very clear and unambigious?

SpiritKitten · April 2023

I am still waiting on a response to a support ticket so long ago I forget exactly when, maybe two months? Longer?

I looked it up, was the end of January or early February.

Shagreth · April 2023

Sometimes it feels like tickets fall through the cracks. I can say it's been like this for the last four years or so. Support used to be much better.

DragonRacer · April 2023

Gnesnig wrote: »

There could be a cap on what support line 1 is allowed to refund. Or is the language very clear and unambigious?

Nope. OP requested 3,600 seals back. That’s the exact amount I got refunded in my earlier post on this thread.

Leteney · April 2023

My ticked got updated some 12 hours after I first created this topic.
I'm not sure if someone got a nudge or if it's just a coincidence but either way I got my answers.

There is no in-game cap on the seals of endeavors you may earn but it turns out that they are unable to add seals to accounts over the cap of 20k due to tools limitation.
In my case I was asked to contact the support again once I spend enough seals to be below 16.400 and then they will add the 3.600 seals in question.

Gadamlub14_ESO · April 2023

That’s complete [snip] tbh. They told you to delete the item and they’d refund the seals and now they cannot till you spend more? Lmao, keep pushing and escalating that ticket

[edited for profanity bypass]

SimonThesis · April 2023

Glad you finally got a response!
In my experience, it is 100% normal for them to take 10+ days to respond and then they often don't understand the problem. In the past, they didn't understand that there's a difference between the dungeon queue and the cyrodiil queue. There's a reason they don't often ask for feedback or give customers surveys to fill out...

Tyralbin · April 2023

In regards to an ongoing ticket never re-ticket the same problem.

Just communicate through the original mail that is returned to you.

ZOS_Hadeostry · April 2023

Greetings,

After further review we have decided to move this thread to a category we think is more appropriate for this topic.

Thank you for your understanding

ZOS_Bill · April 2023

@Leteney

We have sent you a forum PM regarding your current ticket.