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Processing a refund from this site may be the hardest boss I've ever faced.
(Xbox Series X) Seriously, I feel like I'm stuck in a Kafka novel. After endless failed requests to unlock gifting on my account, I settled on getting a refund for the crowns I purchased with the intention to send someone a gift. I figured if I got a refund I could just go back to the Xbox store and purchase a crown pack as a gift right from Microsoft.
First issue was that they weren't sure how to process a refund on a purchase using Xbox credit. Suggested maybe I needed to involve Microsoft support. But of course, MS support AI bots run on that ridiculous circular logic, spitting out nothing but facts from their website based on my keywords.
So next thing, I'm told by ZOS that they're escalating my request to a "specialized support team", and they'll be reaching out. That was a week ago. I sent a follow up, but since four days has passed without reply on my ticket, I'm not even sure it's still open.
This morning I opened a second refund ticket, and told them the same story all over again. And the wait continues.
Is this kind of runaround normal for things like refunds, or did I just get a run of bad luck?
First issue was that they weren't sure how to process a refund on a purchase using Xbox credit. Suggested maybe I needed to involve Microsoft support. But of course, MS support AI bots run on that ridiculous circular logic, spitting out nothing but facts from their website based on my keywords.
So next thing, I'm told by ZOS that they're escalating my request to a "specialized support team", and they'll be reaching out. That was a week ago. I sent a follow up, but since four days has passed without reply on my ticket, I'm not even sure it's still open.
This morning I opened a second refund ticket, and told them the same story all over again. And the wait continues.
Is this kind of runaround normal for things like refunds, or did I just get a run of bad luck?
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ToddIngram✭✭✭Everyone who doesn't have crown gifting enabled should be asking for refunds for their crown purchases.2
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LootAllTheStuff✭✭✭✭The only two things I can tell you are:
1. It is possible to schedule a chat or call with a real MS agent, but you have to convince the AI to let you do that.
2. Submitting duplicate tickets to ESO support will only increase the time it takes for an agent to respond.
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Calastir✭✭✭✭✭
Chaszmyr Do'Benrae (Dunmer Magsorc Vampire Infinity) ~ Dusk Doublespeak (Breton Magplar Werewolf) ~ Stan of Rimari (Nord Dragonknight Tank) ~ Bunto Kim Alhambra (Redguard Magplar Paladin) ~ Alicyankali (Argonian Magicka Necromancer Draugr Kin) ~ Gruuman Odinfan (Orsimer Magplar) ~ Boymans van Beuningen (Khajiit Stam Warden Bowzerker) ~ Flannelflail (Imperial Stamina Nightblade Brawler PVP) ~ Calastir (Altmer Stamina Dragonknight) ~ Sallystir (Bosmer Stam Warden Frostbite PVP) ~ Zalastir (Altmer Magicka Warden Ice Storm) ~ Capt Peach (Nord Stamcanist Crux Cannon) ~ PC EU ~ Flynt Westwood (Bosmer Magicka Dragonknight) ~ Chandu the Conjurer (Redguard Magcanist Rune Walker) ~ PC NA ~ since May 26th, 2021.2 -
Rohamad_Ali✭✭✭✭✭
✭✭✭✭✭I don't know really after reading the updated ToS I am fairly certain ZoS somehow owns us.2 -
LootAllTheStuff wrote: »The only two things I can tell you are:
1. It is possible to schedule a chat or call with a real MS agent, but you have to convince the AI to let you do that.
2. Submitting duplicate tickets to ESO support will only increase the time it takes for an agent to respond.
Regarding #2, if the ticket has been declared closed by the responding agent, can I then submit another? I figured at that point nobody was working on the case.0 -
Rohamad_Ali wrote: »I don't know really after reading the updated ToS I am fairly certain ZoS somehow owns us.
I won't lie, I'm close to giving up on this game. I may not have as much investment as many veterans, but I like ESO enough to spend money on it and encourage friends to try it with me. But the business model has soured me.2 -
LootAllTheStuff✭✭✭✭Bladedancer506 wrote: »LootAllTheStuff wrote: »The only two things I can tell you are:
1. It is possible to schedule a chat or call with a real MS agent, but you have to convince the AI to let you do that.
2. Submitting duplicate tickets to ESO support will only increase the time it takes for an agent to respond.
Regarding #2, if the ticket has been declared closed by the responding agent, can I then submit another? I figured at that point nobody was working on the case.
Actually set as "Closed", or simply no response from the agent? If the former, I'm not sure but @ZOS_Kevin or one of the other community staff/mods might be able to answer. They'll probably need the ticket number to take a quick look, though.0 -
LootAllTheStuff wrote: »Bladedancer506 wrote: »LootAllTheStuff wrote: »The only two things I can tell you are:
1. It is possible to schedule a chat or call with a real MS agent, but you have to convince the AI to let you do that.
2. Submitting duplicate tickets to ESO support will only increase the time it takes for an agent to respond.
Regarding #2, if the ticket has been declared closed by the responding agent, can I then submit another? I figured at that point nobody was working on the case.
Actually set as "Closed", or simply no response from the agent? If the former, I'm not sure but @ZOS_Kevin or one of the other community staff/mods might be able to answer. They'll probably need the ticket number to take a quick look, though.
On the auto replies I get, it says if no reply is received within 4 days, they assume the issue is resolved. I figured that was the point they close the ticket. But maybe if I reply anyway they reopen it?
I just got a reply to the follow up ticket, and the agent said they just needed my gamertag and would look into it.0 -
LootAllTheStuff✭✭✭✭Bladedancer506 wrote: »LootAllTheStuff wrote: »Bladedancer506 wrote: »LootAllTheStuff wrote: »The only two things I can tell you are:
1. It is possible to schedule a chat or call with a real MS agent, but you have to convince the AI to let you do that.
2. Submitting duplicate tickets to ESO support will only increase the time it takes for an agent to respond.
Regarding #2, if the ticket has been declared closed by the responding agent, can I then submit another? I figured at that point nobody was working on the case.
Actually set as "Closed", or simply no response from the agent? If the former, I'm not sure but @ZOS_Kevin or one of the other community staff/mods might be able to answer. They'll probably need the ticket number to take a quick look, though.
On the auto replies I get, it says if no reply is received within 4 days, they assume the issue is resolved. I figured that was the point they close the ticket. But maybe if I reply anyway they reopen it?
I just got a reply to the follow up ticket, and the agent said they just needed my gamertag and would look into it.
OK, just follow-up with that one, then. The message on the autoreply is if they don't receive a reply from you (presumably to provide additional information) so as long as you've done that within the 4 days, the ticket will still be open.0 -
LootAllTheStuff wrote: »Bladedancer506 wrote: »LootAllTheStuff wrote: »Bladedancer506 wrote: »LootAllTheStuff wrote: »The only two things I can tell you are:
1. It is possible to schedule a chat or call with a real MS agent, but you have to convince the AI to let you do that.
2. Submitting duplicate tickets to ESO support will only increase the time it takes for an agent to respond.
Regarding #2, if the ticket has been declared closed by the responding agent, can I then submit another? I figured at that point nobody was working on the case.
Actually set as "Closed", or simply no response from the agent? If the former, I'm not sure but @ZOS_Kevin or one of the other community staff/mods might be able to answer. They'll probably need the ticket number to take a quick look, though.
On the auto replies I get, it says if no reply is received within 4 days, they assume the issue is resolved. I figured that was the point they close the ticket. But maybe if I reply anyway they reopen it?
I just got a reply to the follow up ticket, and the agent said they just needed my gamertag and would look into it.
OK, just follow-up with that one, then. The message on the autoreply is if they don't receive a reply from you (presumably to provide additional information) so as long as you've done that within the 4 days, the ticket will still be open.
Gotcha. Fewer than 4 days, reply to the message...but more than 4 days, open a new ticket.0