A friend Wrongly Muted for "Spam"

Rivenar · December 2023

A friend of mine was muted 2 days ago and recieved no email, no notification or any warning as to what had happened. When they tried to make a ticket, they were informed that it they recieved a social ban for "spam". The spam in question is three lines of

sent to me as whisper over the course of thirty seconds. I never reported it as spam, was never bothered by it, and considering we do it often when we roleplay, I don't understand why this one time was a cause for a ban. Furthermore, when my friend managed to finally get in contact with someone through their ticket, they were told they social banned for spam and that this was an official warning. I'm making this thread because at no point were they ever able to interact with anything other than bots, and their appeal to have the warning lifted was refused without any further details. Considering the time spent playing and the money that was put in this game, would it be possible to get this warning lifted?

fizl101 · December 2023

If they keep replying to the ticket they should eventually get through to a person. May be a little longer than usual over the holidays

Rivenar · December 2023

No, 8 exchanges later still just bots. Customer service is abysmal

Rivenar · December 2023

I just want to get in touch with a mod here

SeaGtGruff · December 2023

I think social bans are just temporary, but I'm not sure-- and if they are, I'm not sure how long they last. Assuming your friend's social ban does eventually expire on its own, they should be careful not to resume whatever behavior led to the social ban.

Reverb · December 2023

Rivenar wrote: »

I just want to get in touch with a mod here

Mods won’t talk to you about it, this isn’t your fight. The zeni offices have been closed since Friday for the holiday which is why there’s only bot responses. Your friend needs to be patient and follow up with support tomorrow during business hours.

Reverb · December 2023

SeaGtGruff wrote: »

I think social bans are just temporary, but I'm not sure-- and if they are, I'm not sure how long they last. Assuming your friend's social ban does eventually expire on its own, they should be careful not to resume whatever behavior led to the social ban.

Most social bans are three days and automatically expire. There have been several posts lately with people saying theirs stuck for weeks until support fixed it so there’s something broken somewhere, but the standard is 3 days.

SeaGtGruff · December 2023

Reverb wrote: »

SeaGtGruff wrote: »

I think social bans are just temporary, but I'm not sure-- and if they are, I'm not sure how long they last. Assuming your friend's social ban does eventually expire on its own, they should be careful not to resume whatever behavior led to the social ban.

Most social bans are three days and automatically expire. There have been several posts lately with people saying theirs stuck for weeks until support fixed it so there’s something broken somewhere, but the standard is 3 days.

In that case, if the friend was "muted" two days ago, their social ban should auto-expire in another day or so.

Rivenar · December 2023

It is my fight because if my friend can't play without fear of being banned for a bug I'm not gonna play and I'm certainly not going to keep paying eso plus for a game that can't even give proper customer service. The official warning they received for three measly lines in whispers means the next time such an event happens they will get banned. Again, if you're not a mod, don't bother replying, I don't want nor care for your input

Reverb · December 2023

Rivenar wrote: »

It is my fight because if my friend can't play without fear of being banned for a bug I'm not gonna play and I'm certainly not going to keep paying eso plus for a game that can't even give proper customer service. The official warning they received for three measly lines in whispers means the next time such an event happens they will get banned. Again, if you're not a mod, don't bother replying, I don't want nor care for your input

A social ban isn’t a ban. A warning isn’t a ban. Many of us who run/ran trade guilds have gotten many social bans for too many guild bank and mail transactions. It’s not that big a deal.

The truth is you don’t know why your friend got a social ban. They are telling you “it was three lines in chat” but frankly that doesn’t trigger the automated process, so there’s something more to it.

Whatever it is, it’s between your friend and zenimax. They will not ever, nor should they, talk about disciplinary actions publicly or with any random 3rd party, which is what you are in this case.

If you really want to leave a game because a friend got social muted for reasons you don’t know about, and the company didn’t force people to come to work on a holiday to deal with it, that’s your choice.

Also these forums exist for the community to talk amongst ourselves. You won’t get to make a post and tell people not to interact with it. If you want a private conversation with zeni open a ticket.

Rivenar · December 2023

My friend didn't just tell me, I saw the automated reply citing back the three lines of whisper in a screenshot. And it directly concerns me because it was while writing to me that this happened and I didn't consider it spam. If Zeni's offices are closed, maybe they shouldn't go issuing social bans for nonsensical reasons. Playing with that friend is my sole reason for logging in, so I absolutely will leave this game if this doesn't get resolved in a satisfactory way. So again, unless you are a mod, I would appreciate if you abstained from replying to this thread

Elsonso · December 2023

Reverb wrote: »

SeaGtGruff wrote: »

I think social bans are just temporary, but I'm not sure-- and if they are, I'm not sure how long they last. Assuming your friend's social ban does eventually expire on its own, they should be careful not to resume whatever behavior led to the social ban.

Most social bans are three days and automatically expire. There have been several posts lately with people saying theirs stuck for weeks until support fixed it so there’s something broken somewhere, but the standard is 3 days.

I have heard the "3 days" several times, anecdotally. If that is the case, then it is likely the problem will resolve itself in the next day, as has been suggested by SeaGtGruff.

Just thinking... I could certainly see where they might put in a clip level that requires someone from customer support to review and take action. Repeat offenders, for example. In those cases, it will be advisable to put in a ticket, and stick with it.

freespirit · December 2023

I know you don't want our help BUT you often need to tag a mod to alert them to a thread!

So even though you have stated you don't need our help, you maybe do.....

Therefore I will tag some mods for you.....

@ZOS_Icy @ZOS_Bill @ZOS_Kraken anyone about to help out?? 💕

ZOS_Kraken · December 2023

@Rivenar I would be happy to check on the ticket that was submitted. but as it was your friend who had the ticket, we cannot share any information with a third party, They would need to contact us for further assistance.

ZOS_Bill · December 2023

For anyone else with a similar issue, please feel free to share your ticket number here so we can help look into this issue.

Rivenar · December 2023

@ZOS_Kraken The ticket number is 231223-004185

ZOS_Bill · December 2023

@Rivenar

Thank you for the ticket number. Please check your forum inbox for an update.

Rivenar · December 2023

@ZOS_Bill The issue isn't resolved at all and my friend's ticket isn't closed, as you claimed in my inbox. It only reads as answered

Amottica · December 2023

fizl101 wrote: »

If they keep replying to the ticket they should eventually get through to a person. May be a little longer than usual over the holidays

If they keep replying to the ticket may get queued again making things take even longer. This was noted during COVID and however it works would not have changed.

As you noted, this is a holiday week. Things will be slower for that clear reason. It is unfortunate but it is what it is.

Good luck to OP's friend.

fizl101 · December 2023

Amottica wrote: »

fizl101 wrote: »

If they keep replying to the ticket they should eventually get through to a person. May be a little longer than usual over the holidays

If they keep replying to the ticket may get queued again making things take even longer. This was noted during COVID and however it works would not have changed.

As you noted, this is a holiday week. Things will be slower for that clear reason. It is unfortunate but it is what it is.

Good luck to OP's friend.

By keep replying I meant reply to the automated response, not leave it. I worded the previous one poorly

ZOS_Bill · January 2

@Rivenar

The ticket number #231223-004185 has been closed as support made a determination regarding the account.

ZOS_Bill · January 3

@Rivenar

Your friend will need to start a new ticket to appeal the action on their account.