Customer Support Missing? Phones disconnected?

Shuichi · June 2014

I've called toll free AND long distance to get in contact with Zenimax concerning my subscription cancellation. (page for ref. https://help.elderscrollsonline.com/app/answers/detail/a_id/7654)

First, the toll-free call line is completely unavailable after multiple attempts. Half of my email requests to Zenimax have come back in automated messages with no relevance to my actual concern.

After being on hold for a fairly short time, I was greeted and then immediately lost the call connection. Called back shortly, only to be hung up on after giving my statement. I have only been courteous and respectful to Zenimax through ALL of the problems I have had with my account. (Some problems regarding security, personal information, etc.)

I've decided, after 2 months and 2 arduous days (Early release not included) that I'll be giving ESO time to develop into the game it deserves to be, or watch it crumble into another failed 'AAA' MMO. I am not willing to support a company that will not for the life of them speak out to a desperate crowd. The upheaval of bad news surrounding this game does not come unwarranted.

Players who are here for the story are enjoying the game, slowly and leisurely. My category of players has been painstakingly logging in to defend keeps that hold no value, with little success considering the pvp-breaking bugs that have ravaged this game for weeks. Players in Veteran Ranks know the truth, without certain 'not working properly' abilities, and an understanding of beating game mechanics one will not be viable! Don't even try 'playing the way you want' as you will likely not even be invited to a group.

I understand the desire to fix these bugs is there, my fear is that corporate overhead is limiting the resources these developers need to take action. My problem lies with the lack of regard for players, in content and in clarity, from the higher-ups of Zenimax. This team needs support from the top, and it clearly is not receiving it. As a customer who has invested more than $150 to help support the cause, I feel spurned and turned off from investing in this idea any longer.

Venithar · June 2014

Coming soon to a Zenimax near you, 1-900 support, where we charge you before we help!

$9.99/minute, some restrictions apply

Xancathb16_ESO · June 2014

Don't forget the $15 a month they're asking for the game so you can get "Premium customer support"!

tbc56 · June 2014

this thread depresses me .-. ive had issues with the game since the craglorn patch and customer service has pretty much spat in my face. talked to a guy named nick on Saturday and he told me he would send me an email with a fix to my issue and then call me back in an hour to see if it worked. Its almost Tuesday and I have gotten neither a call nor an email
*** you nick

Razzak · June 2014

There is no customer service dept. There are just some clerks that function (represent themselves) as CS when time permits them.
There is however a PR team that teaches those clerks how to say nothing when they say something.

ZOS_MichelleA · June 2014

Hello, @Shuichi. After looking into this, we have updated the linked article to correctly reflect the toll-free support number for the North America (which is 1-855-296-3170). We apologize for the confusion.

chrho83rwb17_ESO · June 2014

LOL! Hahaha and your hotline guys probably thought the game is running really smooth - no calls all day long

RingobloodtheOld · June 2014

Wow

renaud.moyneb16_ESO · June 2014

Couldn't agree more with OP.

It's really a slap in the face when a game company, that you pay monthly, don't even show a single slice of respect... nowhere... in any matter...

nothing...

I think EA has a better communication toward theire customers... THAT SHOULD TELL A LOT ABOUT ZENIMAX's

DanteYoda · June 2014

I do not understand why people keep throwing money at this company it boggles the mind...

Nazon_Katts · June 2014

DanteYoda wrote: »

I do not understand why people keep throwing money at this company it boggles the mind...

Ya gotta throw it like a boss...

http://youtu.be/BmylCJhL-5Q

Shuichi · June 2014

ZOS_MichelleA wrote: »

Hello, @Shuichi. After looking into this, we have updated the linked article to correctly reflect the toll-free support number for the North America (which is 1-855-296-3170). We apologize for the confusion.

Thank you, @ZOS_MichelleA After the painstaking conversation I had last night with customer service I am not surprised the page did not reflect what was actually in service. I offered this team $90 of my hard earned (as a student) money to support an idea I truly believed in. Players all over the forums have been given refunds for the time they will no longer be playing, and I was shunned away from that crowd for simply logging into to see if my ever-broken spell critical had been put into play with the new patch.

This was the last straw for me, I will not log into this game again and sadly I now regret putting my money into a company that will not even attempt to help out the players who support them. Had I received even a partial refund for the two months I WILL NOT be playing or LOGGING INTO this game, I would have strongly considered returning to this game when things have settled and major fixes have happened.

As a result of last night's conversation I feel no longer willing to go that route, and most certainly will be putting my money towards a company that: speaks to its player-base about major game flaws, understands customer value, respects theirs customers enough to allow them all equal opportunity. I wish the best for this project, but sadly I am no longer interested in hanging around.

Xancathb16_ESO · June 2014

ZOS_MichelleA wrote: »

Hello, @Shuichi. After looking into this, we have updated the linked article to correctly reflect the toll-free support number for the North America (which is 1-855-296-3170). We apologize for the confusion.

Wow... just... wow.

GossiTheDog · June 2014

The EU toll free numbers aren't right either. Example: the UK number is too long (too many digits) - you end up dialling a different company. Same for all of them.

It boggles the mind that so many things around customer service are wrong. Properly embarrassing, @ZOS_MattFiror‌.

Phantax · June 2014

Of course they are missing, its new patch time and they are all hiding...lol

iuki · June 2014

Got forum account made by CS when code I got was apparently expired...that was fast and got done right...

But then I been having major issues with their CS trying to get them to explain why the two times I attempted to renew with the CC I bought the game with was declined yet still charged my card. They said it was ghost fees and would go away but it's 11 days later and nothings changed. So I sent another ticket asking for a refund (again)/escalation of ticket and now I had my account suspended.

And to top it all off, phone numbers for CS are wrong. GG.

I am utterly baffled atm.

Fairydragon3 · June 2014

iuki wrote: »

Got forum account made by CS when code I got was apparently expired...that was fast and got done right...

But then I been having major issues with their CS trying to get them to explain why the two times I attempted to renew with the CC I bought the game with was declined yet still charged my card. They said it was ghost fees and would go away but it's 11 days later and nothings changed. So I sent another ticket asking for a refund (again)/escalation of ticket and now I had my account suspended.

And to top it all off, phone numbers for CS are wrong. GG.

I am utterly baffled atm.

cuz that's an issue that also involves banks, which can make it hard to tell exactly what happend with out information from the banks and CS. Sounds like the Pre-authorization issue, where they had it set that the per-auth charge was the same as the plan you chose, would be placed back in your account by your bank, (money is never sent to ZOS) but this can take time depending on the bank, now they changed the preauth to be a dollar. But the reason you failed could be a number of things, not enough funds to pass both charges, your bank seeing the transaction as a double charge, and halting the transaction. Alot of stuff. I would call your bank to see what exactly was happing to the transactions from their point of view

iuki · June 2014

Pre-paid credit card had 95 bucks on it left over; intial purchase of game had no problems. But when I used it in two attempts to renew, zeni sent me mail; it declined yet money was deducted from the card. I have had that kinda problem recently in FF 14 rrb but in that case only thing that was charged for a failed attempt was the 1.50 service fee. In ESOs case they took the sub fee and the fee but no renewal...declined..

Already sent CS to Visa as well and they told me to ask Zeni for a refund which I did earlier yesterday. I will admit my last email was in slight anger but that was all due to this endless circle I been having with them about this. I simply wanted them to escalate ticket to someone who might have a clue instead of giving me canned response where some where not even related to my issue. Also opened ticket to visa and the process they describe in order to do this through them is extremely complicated and means I have to give them all sorts of info: printed receipts from Zeni, drivers license, sin, birth certificate, receipt from store, pictures of the card, and a whole bunch of other things. Not sure it's worth the effort, probably have cut my losses and move on.

Anyways, account is suspended with no explanation and now I have to go through another fight to find out wth is goin on with that before I can go further with my billing issue. It's giving me a migraine....

Fairydragon3 · June 2014

iuki wrote: »

Pre-paid credit card had 95 bucks on it left over; intial purchase of game had no problems. But when I used it in two attempts to renew, zeni sent me mail; it declined yet money was deducted from the card. I have had that kinda problem recently in FF 14 rrb but in that case only thing that was charged for a failed attempt was the 1.50 service fee. In ESOs case they took the sub fee and the fee but no renewal...declined..

Already sent CS to Visa as well and they told me to ask Zeni for a refund which I did earlier yesterday. I will admit my last email was in slight anger but that was all due to this endless circle I been having with them about this. I simply wanted them to escalate ticket to someone who might have a clue instead of giving me canned response where some where not even related to my issue. Also opened ticket to visa and the process they describe in order to do this through them is extremely complicated and means I have to give them all sorts of info: printed receipts from Zeni, drivers license, sin, birth certificate, receipt from store, pictures of the card, and a whole bunch of other things. Not sure it's worth the effort, probably have cut my losses and move on.

Anyways, account is suspended with no explanation and now I have to go through another fight to find out wth is goin on with that before I can go further with my billing issue. It's giving me a migraine....

Yeah i understand that. you will have the most trouble with a prepaid card compared to a regular card. but yeah that's pretty much what I mean, a very complicated issue. Honestly All i can suggest there is get your ticket number and post it in a new thread, asking for an update. If you put the number in the title it's really easy for the admin to take notice and get you help

Jankstar · June 2014

Their customer service is terrible. They need to change this part of their business to improve their product. I would look at my leadership and start asking for a plan to improve it. Then help them execute it so I could keep as many people buying my product as possible.