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• PC/Mac: NA and EU megaservers for maintenance – December 15, 4:00AM EST (9:00 UTC) - 12:00PM EST (17:00 UTC)
• Xbox: NA and EU megaservers for maintenance – December 15, 4:00AM EST (9:00 UTC) - 12:00PM EST (17:00 UTC)
• PlayStation®: NA and EU megaservers for maintenance – December 15, 4:00AM EST (9:00 UTC) - 12:00PM EST (17:00 UTC)
Why is customer support so poor and what is the point of this "secret question"??
kitsinni
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I put in a support ticket because I'm getting unkown errors after the character screen so I get an email saying you need 2 pieces of information including the answer to my "secret question" to even look at the error? Are you guys serious? I am not asking for any account information to be changed in any way just to look in to the error. This has to be the bottom of the barrel as far as customer support goes policies like this are in place for one reason, to get people to stop asking for support.
What on Earth is the point of a "secret question" if you refuse to ask the question? That is not a secret question and goes against the entire idea of one. This is a secret phrase or password to memorize. Again it seems like an attempt to annoy us out of asking for support.
Even though I enjoy the game I know see why so many have left. I keep having to join new guilds to have the completely dissapeare one after the other. With this level of support I can see why people would just as soon find a new company to deal with.
What on Earth is the point of a "secret question" if you refuse to ask the question? That is not a secret question and goes against the entire idea of one. This is a secret phrase or password to memorize. Again it seems like an attempt to annoy us out of asking for support.
Even though I enjoy the game I know see why so many have left. I keep having to join new guilds to have the completely dissapeare one after the other. With this level of support I can see why people would just as soon find a new company to deal with.
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Fairydragon3✭✭✭✭Because you should remember your own secret question or at least should be able to look it up on you account. Security in an MMO is serious business, including the information pretaning to the account. I would prefer my information be safe thank you very much. Honestly I'm surprise it's only 2 pieces of info, when every time I call my bank I have to tell them not only through the robot phone woman, but to the agent i get too about 5 different pieces of info. Bottom line the hackers are smart, much much much smarter than you. lets not give them stuff they can use, that easyEdited by Fairydragon3 on June 6, 2014 7:13PM3
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kitsinni✭✭✭✭✭Fairydragon3 wrote: »Because you should remember your own secret question or at least should be able to look it up on you account. Security in an MMO is serious business, including the information pretaning to the account. I would prefer my information be safe thank you very much. Honestly I'm surprise it's only 2 pieces of info, when every time I call my bank I have to tell them not only through the robot phone woman, but to the agent i get too about 5 different pieces of info. Bottom line the hackers are smart, much much much smarter than you. lets not give them stuff they can use, that easy
If I was trying to acces or make any changes to my account in anyway I could maybe understand. Asking customer service to look in to an error on their end .. how would that possibly get my account hacked?
As far as hackers being super geniuses providing this information in an email is actually a much easier way for hackers to get that info in all honesty. They could have just looked in to the error on their end, now there is an email with those pieces of information in it. How is it more secure that an email is out there with the exact "secret question" answer and the other info they wanted? Now if a hacker was to see that email they would have all the access they need to really hack my account .. all to look in to an error on their end?0 -
Fairydragon3✭✭✭✭Fairydragon3 wrote: »Because you should remember your own secret question or at least should be able to look it up on you account. Security in an MMO is serious business, including the information pretaning to the account. I would prefer my information be safe thank you very much. Honestly I'm surprise it's only 2 pieces of info, when every time I call my bank I have to tell them not only through the robot phone woman, but to the agent i get too about 5 different pieces of info. Bottom line the hackers are smart, much much much smarter than you. lets not give them stuff they can use, that easy
If I was trying to acces or make any changes to my account in anyway I could maybe understand. Asking customer service to look in to an error on their end .. how would that possibly get my account hacked?
As far as hackers being super geniuses providing this information in an email is actually a much easier way for hackers to get that info in all honesty. They could have just looked in to the error on their end, now there is an email with those pieces of information in it. How is it more secure that an email is out there with the exact "secret question" answer and the other info they wanted? Now if a hacker was to see that email they would have all the access they need to really hack my account .. all to look in to an error on their end?
ok use your head
if you don't want this information on an email ,which I totally understand since again, hackers are smart. then you know you could have requested a callback or..call yourself. honestly. I don't see what is the problem here other than, you want to be difficult with a process that is totatly normal, for them to give out information about their clients, they NEED to make sure you are who you say you are. Example : personl calls wants to know his userID becasue he forgot it. cs tell him with out veifying his identity. Surprise tHe customer is acctuall a hacker who already had your email. he now has your other information and will open another ticket to change this.......
yes that a good head, your so smart and fuzzy who'sa good head WHO'S A GOOD HEAD0 -
kitsinni✭✭✭✭✭Fairydragon3 wrote: »Fairydragon3 wrote: »Because you should remember your own secret question or at least should be able to look it up on you account. Security in an MMO is serious business, including the information pretaning to the account. I would prefer my information be safe thank you very much. Honestly I'm surprise it's only 2 pieces of info, when every time I call my bank I have to tell them not only through the robot phone woman, but to the agent i get too about 5 different pieces of info. Bottom line the hackers are smart, much much much smarter than you. lets not give them stuff they can use, that easy
If I was trying to acces or make any changes to my account in anyway I could maybe understand. Asking customer service to look in to an error on their end .. how would that possibly get my account hacked?
As far as hackers being super geniuses providing this information in an email is actually a much easier way for hackers to get that info in all honesty. They could have just looked in to the error on their end, now there is an email with those pieces of information in it. How is it more secure that an email is out there with the exact "secret question" answer and the other info they wanted? Now if a hacker was to see that email they would have all the access they need to really hack my account .. all to look in to an error on their end?
ok use your head
if you don't want this information on an email ,which I totally understand since again, hackers are smart. then you know you could have requested a callback or..call yourself. honestly. I don't see what is the problem here other than, you want to be difficult with a process that is totatly normal, for them to give out information about their clients, they NEED to make sure you are who you say you are. Example : personl calls wants to know his userID becasue he forgot it. cs tell him with out veifying his identity. Surprise tHe customer is acctuall a hacker who already had your email. he now has your other information and will open another ticket to change this.......
yes that a good head, your so smart and fuzzy who'sa good head WHO'S A GOOD HEAD
I'm not really sure what you are rambling about but this is ZOS' system and they requested this info through email for an issue that doesn't need account verification in the first place. When I asked the person why they needed it they said so they can save time in the future by askign for it now in case they needed it later, how is that more secure? They didn't give me an option to call it in they just requested it in email saying the ticket would be closed as resolved if I don't respond.
You seem to think this is some sacred info, in that case why would it be requested when there is no account changes or verification needed?0 -
ZOS_HugoP✭✭✭Greetings @kitsinni ,
Have you check this post regarding the "unknown error" issue?
Could you also please provide us your ticket number so we can assist you further.
Thanks!0 -
ShedsHisTail✭✭✭✭✭
✭The question is the secret.
Honestly, last time I had a CS issue they asked for the answer to the "Secret Question" I told them I couldn't remember what the secret question was but I had the other info they asked for (email, payment method, etc) and they went ahead with my request anyway."As an online discussion of Tamrielic Lore grows longer, the probability of someone blaming a Dragon Break approaches 1." -- Sheds' Law
Have you seen the Twin Lamps?0 -
Fairydragon3✭✭✭✭BAD HEAD NO!
" They didn't give me an option to call it in they just requested it in email saying the ticket would be closed as resolved if I don't respond."
give them your number, they will call, why there is a callback option right next to the email one on the website
"When I asked the person why they needed it they said so they can save time in the future by asking for it now in case they needed it later"
sounds like they new that your issue would need to be bought up to the next level and would most likely need to confirm then. They did that for your advantage to not slow down the issue, which I still don't know what that is
Bottom line is they have all that information right in front of them, and i'm sure they know their processes better than you do. Which is one reason you are so frustrated. but really man calm down, I mean I don't think you are mad about this at all. you just seem frustrated at the fact you don't know how to work CS very well, but it is a skill worth learning (and one that you will have to adjust to often when dealing with new CS companies) and will save you much raging later on in the future. Obviously this is about your issue, not the security question
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kitsinni✭✭✭✭✭What is your deal with the "head" thing are you from some country where that is a saying or something?0