WHEN DEALING WITH AN SUPPORT TICKET WHY STOP MID-CONVERSATION ??????

heimdall14_9 · August 6

( I WANT TO 1ST OFF STATE THIS IS NOT ME TRYING TO ARGUE TICKETS OUTCOME OR WHAT HAPPENED IN ANYWAY BUT THE LACK OF COMMUNICATION )

On JAN 20th i received ticket ( 250618-003141) after getting it i responded on JAN 20th
on JAN 26th i got an response , i then responded on the 26th
on JAN27 i got a response, i then respond on the 27th
on JAN 30th i got an response, i then respond on JAN 30th
on JULY 2nd i got an response, i then respond on JULY 2nd
on JULY 5th i got an response , i then responded on JULY 5th
with no response , i responded on JULY 9th to keep tick active
with no response , i responded on JULY 12th to keep ticket active and hops for an response
with no response, on JULY 14th , 17th ,20th, 22nd, 26th, 28th, 31st , AUG 3 and again today ive responded that im waiting for an response

THIS INTERACTION WAS GOING GREAT, INFORMATION WAS BEING SHARED BACK AN FORTH , BUT FAR FROM OVER!!!!!!!!! WHY THE DISCONNECT ???????

ZOS_CouchTato · August 6

@heimdall14_9

I have sent you a message regarding your ticket.

Navaac223 · August 6

Gee, I wonder why they wouldn't want to respond to such polite manners

Wait, sorry, I meant : STOP SHOUTING IN ALL CAPS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Mathius_Mordred · August 6

I have been waiting nearly a week for an answer to my support question too, but after months I can't see them taking an interest with the volume of tickets they have to deal with and with all the problems at the company after MS's restructuring. I, and maybe you should just give up.

Tandor · August 6

It rather depends on what the issue was, how their final response left it, and how you then replied to their last response. Without knowing any of that, this thread is meaningless.

heimdall14_9 · August 6

Tandor wrote: »

It rather depends on what the issue was, how their final response left it, and how you then replied to their last response. Without knowing any of that, this thread is meaningless.

to give out any real context as to what the issue was would be against TOS , as well to say what information would be too . but i think it would be safe to say the ticket was FAR form being dealt with as its an multi-layered issue with lots of moving parts

heimdall14_9 · August 6

Mathius_Mordred wrote: »

I have been waiting nearly a week for an answer to my support question too, but after months I can't see them taking an interest with the volume of tickets they have to deal with and with all the problems at the company after MS's restructuring. I, and maybe you should just give up.

ive had tickets that never gotten an response but sometimes the issues big enough you got to keep trying to get traction as in this case . i hope you get your response or that the issues wasnt to great that you miss out on anything, being left without an response from an company is something paying customers shouldnt have to deal with , but .

heimdall14_9 · August 6

Quoted post has been removed

you mean after 11 years and 16 accounts ????? look at signature

so you would find it as GOOD business for a company to stop replying to their customers because they become tired of dealing with them ?????

spartaxoxo · August 6

heimdall14_9 wrote: »

Quoted post has been removed

you mean after 11 years and 16 accounts ????? look at signature

so you would find it as GOOD business for a company to stop replying to their customers because they become tired of dealing with them ?????

It would depend on the nature of the ticket. It's not against TOS to share anything but details on bans. And if it is a ban ticket, then once the matter was fully and properly investigated by a staff, then at some point it is appropriate to let the customer know the decision is final and stop responding.

IDK why any issue would need months to resolve. But whatever it is, I hope you get some communication and resolution.

virtus753 · August 6

heimdall14_9 wrote: »

Quoted post has been removed

you mean after 11 years and 16 accounts ????? look at signature

Just an fyi signatures don’t display for everyone. There’s no option to show them on mobile, last I knew, so not all of us can see that even if we want to.

Best of luck with getting the issue resolved.

GMdoghunter · August 6

No matter what the issue was,whatever it may have been ther is No way on earth it should be going on for a period of 8months,that is simple lack of care,respect and interest.

Tickets should be dealt with in a quick and efficient manner in any company,not just here.

Hopefully you will eventually get your issue resolved.Best of luck

ToddIngram · August 6

My experience with customer service was not a good one at all. The issue ended up being something ZOS left up to me to resolve, and that was after days and days of canned responses that often didn't even relate to my issue before I got to deal with a live CS agent. Then the live CS agent had nothing to offer to fix the problem. (this was/is the fps drop out issue) I left the experience with the clear impression there was doing as little as possible when it comes to customer service.

LadyGP · August 6

ToddIngram wrote: »

My experience with customer service was not a good one at all. The issue ended up being something ZOS left up to me to resolve, and that was after days and days of canned responses that often didn't even relate to my issue before I got to deal with a live CS agent. Then the live CS agent had nothing to offer to fix the problem. (this was/is the fps drop out issue) I left the experience with the clear impression there was doing as little as possible when it comes to customer service.

To be fair, I wouldn't expect customer service to be able to assist with troubleshooting FPS issues. And yes, before I get flamed, I'm aware of how widespread the issue is - I too have it.

TheDutchChef · August 6

Ah its not only on the support where they suddenly decide to stop communicating....
I am still waiting for a follow up on a thread i created 10th july, and even after sending messages to the moderator i still get 0 response.....

Raanbury · August 7

ToddIngram wrote: »

My experience with customer service was not a good one at all. The issue ended up being something ZOS left up to me to resolve, and that was after days and days of canned responses that often didn't even relate to my issue before I got to deal with a live CS agent. Then the live CS agent had nothing to offer to fix the problem. (this was/is the fps drop out issue) I left the experience with the clear impression there was doing as little as possible when it comes to customer service.

I agree, my experience has been extremely poor when engaging with customer service. I will always appreciate demand being high, but tickets are largely ignored, and when you do get a response, you can tell when it's a scripted AI response. Completely poor experience and in all honesty, I wouldn't be able to recommend to anyone to try and engage. The lack of response and the archaic process whereby if you respond, you go to the bottom of the queue.

heimdall14_9 · August 7

Raanbury wrote: »

ToddIngram wrote: »

My experience with customer service was not a good one at all. The issue ended up being something ZOS left up to me to resolve, and that was after days and days of canned responses that often didn't even relate to my issue before I got to deal with a live CS agent. Then the live CS agent had nothing to offer to fix the problem. (this was/is the fps drop out issue) I left the experience with the clear impression there was doing as little as possible when it comes to customer service.

I agree, my experience has been extremely poor when engaging with customer service. I will always appreciate demand being high, but tickets are largely ignored, and when you do get a response, you can tell when it's a scripted AI response. Completely poor experience and in all honesty, I wouldn't be able to recommend to anyone to try and engage. The lack of response and the archaic process whereby if you respond, you go to the bottom of the queue.

right thats the big issue you only having a 4 day window where as the ticket gets closed so its go back to end of que or let ticket go

Kappachi · August 7

.....is that 96 hour window just for you to respond? once you respond then it's up to the ticket to be looked at and responded to but responding to it again sends it back to end of queue does it not? just send your message and wait for the response.

ZOS_CouchTato · August 7

@Kappachi This is correct.

For clarity and anyone wondering, the four day window is indeed only applicable if the agent is waiting on a response from you. Multiple messages will update the ticket, sending it to the back of the queue. If you have waited a long period of time and are worried that the ticket may have been closed, we are always happy to check on the status for you, just reach out to one of us.

belial5221_ESO · August 7

Make sure to check your email,and the website for responses.Sometimes the emails never come,and only responses are on the site for some reason.Happened to me,after a day or 2 no response,and saw it was on site,but never got email notification,and glad I checked and got it fixed.

heimdall14_9 · August 8

belial5221_ESO wrote: »

Make sure to check your email,and the website for responses.Sometimes the emails never come,and only responses are on the site for some reason.Happened to me,after a day or 2 no response,and saw it was on site,but never got email notification,and glad I checked and got it fixed.

what website are you talking about here ive only known to contact by email , never heard of an website that shows support resopnses to tickets

Grizzbeorn · August 8

heimdall14_9 wrote: »

belial5221_ESO wrote: »

Make sure to check your email,and the website for responses.Sometimes the emails never come,and only responses are on the site for some reason.Happened to me,after a day or 2 no response,and saw it was on site,but never got email notification,and glad I checked and got it fixed.

what website are you talking about here ive only known to contact by email , never heard of an website that shows support resopnses to tickets

The "Support" link at the top-left of every page of elderscrollsonline.com

https://help.elderscrollsonline.com/#en/home

You have to sign in with your in-game account info, then click on "My Support" at the top of the page.

https://help.elderscrollsonline.com/#en/my-support

heimdall14_9 · August 8

Grizzbeorn wrote: »

heimdall14_9 wrote: »

belial5221_ESO wrote: »

Make sure to check your email,and the website for responses.Sometimes the emails never come,and only responses are on the site for some reason.Happened to me,after a day or 2 no response,and saw it was on site,but never got email notification,and glad I checked and got it fixed.

what website are you talking about here ive only known to contact by email , never heard of an website that shows support resopnses to tickets

The "Support" link at the top-left of every page of elderscrollsonline.com

https://help.elderscrollsonline.com/#en/home

You have to sign in with your in-game account info, then click on "My Support" at the top of the page.

https://help.elderscrollsonline.com/#en/my-support

thanks as an PSN main i have always used email

Pixiepumpkin · August 8

Navaac223 wrote: »

Gee, I wonder why they wouldn't want to respond to such polite manners

Wait, sorry, I meant : STOP SHOUTING IN ALL CAPS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

1. Patience has it's limits.

2. Caps does not always mean "shouting". In fact often its simply a method to highlight the crux of a post/conversation.

heimdall14_9 · August 13

ZOS_CouchTato wrote: »

@Kappachi This is correct.

For clarity and anyone wondering, the four day window is indeed only applicable if the agent is waiting on a response from you. Multiple messages will update the ticket, sending it to the back of the queue. If you have waiting a long period of time and are worried that the ticket may have been closed, we are always happy to check on the status for you, just reach out to one of us.

what is an reasonable wait time ??????

MJallday · August 13

I think the question for me is - why on earth would you have a system that sends a support ticket to the back of the queue when new information is received?

that doesnt mean the ticket is "brand new" - it just means you're getting more information

surely you should be sorting by SLA, KPI or "raised date" (and indeed priority)

just an observation

Tyralbin · August 13

What some don't realise is that if you re-ticket something it sets the whole process off from scratch.

Once you have your original reply from the ticket always communicate through that email by responding.

Raanbury · August 13

MJallday wrote: »

I think the question for me is - why on earth would you have a system that sends a support ticket to the back of the queue when new information is received?

that doesnt mean the ticket is "brand new" - it just means you're getting more information

surely you should be sorting by SLA, KPI or "raised date" (and indeed priority)

just an observation

It's something that frustrates me also. I cannot in my mind fathom who thought of that model to operate on. Tickets should be prioritised in terms of severity and the date in which they were opened. I can understand if someone has received a response and the ticket is awaiting the customer, but when it hasn't even been looked at, writing a note on it should not send that to the back of the queue. Quite frankly, unless I have something game breaking, I've had a very poor experience on the customer support side of things and don't plan on raising a ticket in the future. Engaging with them seems like a punishment.

The Elder Scrolls Online

WHEN DEALING WITH AN SUPPORT TICKET WHY STOP MID-CONVERSATION ??????

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