Zos customer support

Sergykid · August 2023

what is going on with the Zenimax customer support team? or is something wrong with me or their interaction with me.

i have a problem ingame that for me it seems like they just refuse to solve or answer to. It's chronologically these tickets:
230711-001610
230715-001051
230717-003491
230720-005463
230721-004765
230724-001392
230724-002447
230726-001504
230730-001681
230731-006002

As you know the first 6 digits are the date yymmdd. Theres 10 tickets across 20 days. Meaning i had to make another ticket the next day after they closed the previous one, because the issue was not solved.
Between those are some more but they were closed as duplicate, wrongly because none of them were duplicates, they were an entirely separate occurrence each with its own different video.
I followed their instructions and all of them got closed as solved, but the issue is still happening.

So my question is, where can i get an answer about what is happening? How can i know if i do something wrong if i just keep getting ignored everywhere.
I also tried some emails from the website like "info@ ..", and forum private message, and nowhere i got an answer.
If this is the wrong place to ask, i would like to be pointed onto the right direction.

wilykcat · August 2023

What I've learned from Blizzard Entertainment customer support is that spamming their customer support by submitting lots and lots of tickets didn't make the problem get solved faster but instead it made the process slower.

Customer support is a very busy department for many online game companies and it takes time for them to read through and respond to the tons of tickets they receive.

That also gives some indicators that they don't have bots or AI as customer support agents (instead they got real human beings) and it may be a smaller department 😉. They are working as fast as they can and are helping many players out.

Be patient with them and they will get to your tickets. Both on forums and customer support website.

Sergykid · August 2023

wilykcat wrote: »

What I've learned from Blizzard Entertainment customer support is that spamming their customer support by submitting lots and lots of tickets didn't make the problem get solved faster but instead it made the process slower.

Customer support is a very busy department for many online game companies and it takes time for them to read through and respond to the tons of tickets they receive. Even up to at least one month before a response.

That also gives some indicators that they don't have bots or AI as customer support agents (instead they got real human beings) and it may be a smaller department 😉. They are working as fast as they can and are helping many players out.

Be patient with them and they will get to your tickets. Both on forums and customer support website.

i didnt spam them. Once i made a ticket for the problem, i waited for them. The ticket got closed as solved. Then i went ingame, and the problem persisted. So i made another, asking what happened with the previous one. Repeat x10

i do understand theyre busy especially now with login queues and gifting temporary problem, but wouldnt have been much easier to solve the problem? or tell me whats wrong for why they dont or cant solve it?

Katheriah wrote: »

Did you really just defend taking up to one month to respond to a ticket?

i dont understand what you say. It didnt take up to one month to respond. Every ticket was responded to, and closed as solved. But the problem wasnt solved, so i had to make a new one at the next ingame occurrence of the problem.

fizl101 · August 2023

Did you respond to the automated response when you put in your ticket? i believe they are marked as resolved if there is no response to the first email

Sergykid · August 2023

fizl101 wrote: »

Did you respond to the automated response when you put in your ticket? i believe they are marked as resolved if there is no response to the first email

yes, once i made the ticket ingame i got the automated response, and i got instructions to follow afterwards in another reply at the same ticket, and i responded to those instructions. If i didnt get the reply, i just replied myself with the instructions, knowing them from other mails. Either way it happened, ticket closes afterwards, rarely they reply before closing it but even then issue was not solved.

ZOS_GinaBruno · August 2023

Sergykid wrote: »

what is going on with the Zenimax customer support team? or is something wrong with me or their interaction with me.

i have a problem ingame that for me it seems like they just refuse to solve or answer to. It's chronologically these tickets:
230711-001610
230715-001051
230717-003491
230720-005463
230721-004765
230724-001392
230724-002447
230726-001504
230730-001681
230731-006002

As you know the first 6 digits are the date yymmdd. Theres 10 tickets across 20 days. Meaning i had to make another ticket the next day after they closed the previous one, because the issue was not solved.
Between those are some more but they were closed as duplicate, wrongly because none of them were duplicates, they were an entirely separate occurrence each with its own different video.
I followed their instructions and all of them got closed as solved, but the issue is still happening.

So my question is, where can i get an answer about what is happening? How can i know if i do something wrong if i just keep getting ignored everywhere.
I also tried some emails from the website like "info@ ..", and forum private message, and nowhere i got an answer.
If this is the wrong place to ask, i would like to be pointed onto the right direction.

In general, we recommend replying to an existing ticket rather than creating a new one if it's in regards to the same issue, otherwise you're essentially starting the process over each time.

thejadefalcon · August 2023

ZOS_GinaBruno wrote: »

In general, we recommend replying to an existing ticket rather than creating a new one if it's in regards to the same issue, otherwise you're essentially starting the process over each time.

Okay, but what do we do when customer support continues to repeatedly close your ticket as answered, despite not doing so? I'd love to make a complaint about customer support and their lack of response to overt bigotry, but that requires going through customer support... Or you, but I tried that too and got nothing there either...

Sergykid · August 2023

ZOS_GinaBruno wrote: »

Sergykid wrote: »

what is going on with the Zenimax customer support team? or is something wrong with me or their interaction with me.

i have a problem ingame that for me it seems like they just refuse to solve or answer to. It's chronologically these tickets:
230711-001610
230715-001051
230717-003491
230720-005463
230721-004765
230724-001392
230724-002447
230726-001504
230730-001681
230731-006002

As you know the first 6 digits are the date yymmdd. Theres 10 tickets across 20 days. Meaning i had to make another ticket the next day after they closed the previous one, because the issue was not solved.
Between those are some more but they were closed as duplicate, wrongly because none of them were duplicates, they were an entirely separate occurrence each with its own different video.
I followed their instructions and all of them got closed as solved, but the issue is still happening.

So my question is, where can i get an answer about what is happening? How can i know if i do something wrong if i just keep getting ignored everywhere.
I also tried some emails from the website like "info@ ..", and forum private message, and nowhere i got an answer.
If this is the wrong place to ask, i would like to be pointed onto the right direction.

In general, we recommend replying to an existing ticket rather than creating a new one if it's in regards to the same issue, otherwise you're essentially starting the process over each time.

Hi, i understand.

Sometimes the reply is "As we do not require any further information from you to proceed with this matter, we will now be closing your support ticket and thank you once again for your assistance.". (like for ex 230726-001504)
So i considered the ticket over. Other times my reply to the instructions is the last message in the solved ticket, and i didnt consider proper to answer twice. (like for ex 230730-001681)

Thats why i was thinking that a new occurrence deserves a new ticket because the last ticket was marked as done. But i will just reply again and again to the same ticket concerning the same specific issue if it's just a new occurrence.

Thanks for the insight.

Wuduwasa13 · August 2023

ZOS_GinaBruno wrote: »

In general, we recommend replying to an existing ticket rather than creating a new one if it's in regards to the same issue, otherwise you're essentially starting the process over each time.

Does re-opening a ticket count towards your overall metrics as a new ticket submission would or does it still only count as the 1 ticket?

If the latter, then by not submitting new tickets each time you are skewing data on how particular issues are impacting customers playing the game & which may result in them appearing less widespread and reported than in fact they are & by extension, less urgent to address / rectify.

Sergykid · August 2023

thejadefalcon wrote: »

ZOS_GinaBruno wrote: »

In general, we recommend replying to an existing ticket rather than creating a new one if it's in regards to the same issue, otherwise you're essentially starting the process over each time.

Okay, but what do we do when customer support continues to repeatedly close your ticket as answered, despite not doing so? I'd love to make a complaint about customer support and their lack of response to overt bigotry, but that requires going through customer support... Or you, but I tried that too and got nothing there either...

yes i had tickets where they just "answer provided" and i replied them that the answer provided is irrelevant to my problem. What happened next .. ticket closed as answer provided, even though the last one was my reply and they didnt bring an answer.
But as Gina pointed, just reply again and again each time that specific issue has a new occurrence after you got the "answer provided".

Lebkuchen · August 2023

[Snip]

@Sergykid it depends on your problem and who you are talking to. Sometimes they can fix easy things. But when they don't know what to do, they won't tell you. They will keep you busy looking for the problem on your side until you lose interest or they just shut you down and mark the issue as solved. I have never had a good experience with customer service in this game. Not once. Most of the time i was talking to a robot or someone who obviously had not clue. I got threatened, ignored, lied to, shut down and asked to do impossible things to my internet connection that would have jeopardized the security of my whole network.

Last time i tried to report something to customer service was in the middle of the PvP event last year (July/August 2022). When a maintenance completely destroyed the performance on the "Gray Host" campaign on Playstation EU. What was left of the PvP community had to play on Blackreach for 6 months because Gray Host was unplayable. Gray Host was empty for 6 months and a lot of EU players started over on NA. It was reported by plenty of players ingame and on the forums, but we did not get one single answer why this was happening. Not even an acknowledgement that it was happening.

Don't get me wrong, i really love this game. And i don't blame single employees for doing what they have been told to do by their bosses. But customer service, the forum and communication in general are not in a good state, and they have not been for years.

[Edited for removed content]

ZOS_Volpe · August 2023

Greetings,

As we've removed a few comments that were baiting and off-topic, this is a friendly reminder that comments need to adhere to our Community Rules to avoid thread derailment.

Thank you for your understanding.

Sergykid · September 2023

ZOS_GinaBruno wrote: »

Sergykid wrote: »

what is going on with the Zenimax customer support team? or is something wrong with me or their interaction with me.

i have a problem ingame that for me it seems like they just refuse to solve or answer to. It's chronologically these tickets:
230711-001610
230715-001051
230717-003491
230720-005463
230721-004765
230724-001392
230724-002447
230726-001504
230730-001681
230731-006002

As you know the first 6 digits are the date yymmdd. Theres 10 tickets across 20 days. Meaning i had to make another ticket the next day after they closed the previous one, because the issue was not solved.
Between those are some more but they were closed as duplicate, wrongly because none of them were duplicates, they were an entirely separate occurrence each with its own different video.
I followed their instructions and all of them got closed as solved, but the issue is still happening.

So my question is, where can i get an answer about what is happening? How can i know if i do something wrong if i just keep getting ignored everywhere.
I also tried some emails from the website like "info@ ..", and forum private message, and nowhere i got an answer.
If this is the wrong place to ask, i would like to be pointed onto the right direction.

In general, we recommend replying to an existing ticket rather than creating a new one if it's in regards to the same issue, otherwise you're essentially starting the process over each time.

Hi, @ZOS_GinaBruno
coming back almost two months later, the issue kept repeating, and ticket kept being closed as solved.
i followed your recommendation of replying to the same ticket over and over whenever issue repeated after ticket closed, and this is not working either. Right now as i type this, i just made my 5th reply to the same ticket regarding the one single issue.

Because it's not solved. They dont tell me if i do something wrong on my part, or why it's not or cant be solved. It's quite baffling how after more than a dozen reports on the same problem, it keeps on happening after ticket closed as solved. And after replying several times because the issue kept repeating each time ticket was closed.

i have another case in the same condition but the most recent one im talking about is 230920-000994

ZOS_Bill · September 2023

@Sergykid

We have contacted you via forum PM regarding your ticket inquiry.

Sergykid · September 2023

ZOS_Bill wrote: »

@Sergykid

We have contacted you via forum PM regarding your ticket inquiry.

Hi, Bill.
the issue repeated yet again right now as i type this, despite the ticket being closed by the support team. I will yet again reply to them at the same ticket saying it continues, but it's the 6th time i do it while issue not being solved despite ticket being closed.

Freilauftomate · September 2023

Is it an issue we are allowed to talk about here? Maybe players can give you better information than the "customer support".

ZOS_Bill · September 2023

@Sergykid

I've sent you another update via forum PM on this issue.

Sergykid · September 2023

ZOS_Bill wrote: »

@Sergykid

I've sent you another update via forum PM on this issue.

Hi, Bill.

Yet again, this evening, the ticket was closed after i replied to them. Shortly after the ticket was closed, the issue kept repeating again. I am now at the 7th reply on the 16th ticket regarding the same single issue.

Soraka · September 2023

Freilauftomate wrote: »

Is it an issue we are allowed to talk about here? Maybe players can give you better information than the "customer support".

Yeah I'm pretty curious now about the content of the ticket 😂

wilykcat · September 2023

I know for sure submitting over 16 tickets about the same exact issue is considered spamming customer support. That's probably why they keep on closing the tickets. 😉

Sergykid · September 2023

wilykcat wrote: »

I know for sure submitting over 16 tickets about the same exact issue is considered spamming customer support. That's probably why they keep on closing the tickets. 😉

but i dont spam them. They closed them and afterwards the issue repeated.

What was i supposed to do if the problem persisted ingame? As Gina said, i replied on the same ticket but it kept repeating anyway. I only replied to them after they closed the ticket, when it kept happening after it was closed.

And it's not normal to "keep on closing", they should either tell me why it's not or cant be solved, or just actually solve it.

Sergykid · September 2023

another case @ZOS_GinaBruno

you recommended to reply to same ticket if issue repeats after ticket is closed. But my latest experience has been "ticket permanently closed". Now the next day issue repeated again as usual, i have no choice but to make yet another new report. Since at the previous ticket, even though they closed it, it was not solved.

230912-003311 - in this one they did reply often until eventually i couldnt reply anymore.
230928-005561 - the one that was "permanently closed" however it's not solved either.
230930-007181 - the newest i had to make because previous one was closed in a way that im unable to reply.

All these are for the same one issue, there were other tickets even before those.
They are not telling me why, if i do something wrong, if the ticket is wrongly made, or whatever other problem could be, even though i asked them and told them all they asked me.

Sergykid · October 2023

also @ZOS_Bill

this ticket 230920-000994 that was mentioned above just got its 8th reply because the problem just occurred again right now.

ZOS_Bill · October 2023

@Sergykid

Support has made a final determination in this case which is why your tickets continue to be closed.

Sergykid · October 2023

ZOS_Bill wrote: »

@Sergykid

Support has made a final determination in this case which is why your tickets continue to be closed.

thanks for finally an answer but .. their final determination is that i should be ignored forever? they didnt tell me their "final determination".

what am i supposed to do if the issue persists? since they cant or wont tell me how to make it solvable.
if the problem is not solved, am i just supposed to continue replying and be closed forever?

Sergykid · October 2023

hey @ZOS_GinaBruno

in this case do you have a recommendation ? when support makes a final determination (which they didnt tell me what it is or why) so no matter how much i reply to the same ticket they will just keep closing it. The issue from this ticket 230920-000994 just occurred again right now but apparently replying to same ticket will have no effect further on. So what am i supposed to do now since the problem persists?
.

M0ntie · October 2023

I've logged 2 tickets in the last month or so, and nothing, no response at all.

ZOS_Bill · October 2023

@M0ntie

Do you have your ticket numbers?

Freilauftomate · October 2023

@Sergykid so can we know what's going on, or is it a secret? Before they shut this down because it's "answered"...

(Edited for posting in the wrong discussion)

Sergykid · October 2023

Freilauftomate wrote: »

@Sergykid so can we know what's going on, or is it a secret? Before they shut this down because it's "answered"...

(Edited for posting in the wrong discussion)

i saw your previous post when you asked and i didnt answer because im pretty sure im not allowed to tell the specific problem. And no it's still not "answered", the questions where i tagged the admins above are not answered and the problems are not solved either. The topic is about how customer support not only doesnt solve my problems, but also dont tell me why.

Thanks to Bill i get those answers of "made a final determination" but that means they are deliberately ignoring me? Not sure if thats even allowed but how can i know?
.

Sergykid · October 2023

sorry @ZOS_Kevin but would you happen to have an answer or a solution about 230920-000994 ? what am i supposed to do since the same problem keeps occurring and support is intentionally not solving or answering it? is that even allowed?