Maintenance for the week of April 6:
• PC/Mac: No maintenance – April 6
• PC/Mac: No maintenance – April 6
Customer Service - ETAs
Kiljaz
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The problem I have with ZoS' maintenance is it seems like there's a complete lack of consideration on ZoS' part. Flame me if you want, I really don't mind.
Some sort of ETA should be provided. It's called customer service. Yes people may get angry if it is longer than expected, but tough... It's an estimate.
Real customer service involves keeping people informed. You provide an estimate, and if your estimate is not going to be met, you update your customers.
Here is an example of how this would work:
Servers are coming down at 6am EST. We expect services to be online at 8am EST.
At 7:30 EST they realize things are not going as fast as they planned and they post something like the following:
Unfortunately things aren't going exactly as we planned. We're encountering unforeseen problems and we expect the return of services to be delayed an additional hour. The new ETA for the return of services is now 9am EST.
Now seriously, how can anyone complain about that legitimately? That is very considerate and exceptional customer service.
Some sort of ETA should be provided. It's called customer service. Yes people may get angry if it is longer than expected, but tough... It's an estimate.
Real customer service involves keeping people informed. You provide an estimate, and if your estimate is not going to be met, you update your customers.
Here is an example of how this would work:
Servers are coming down at 6am EST. We expect services to be online at 8am EST.
At 7:30 EST they realize things are not going as fast as they planned and they post something like the following:
Unfortunately things aren't going exactly as we planned. We're encountering unforeseen problems and we expect the return of services to be delayed an additional hour. The new ETA for the return of services is now 9am EST.
Now seriously, how can anyone complain about that legitimately? That is very considerate and exceptional customer service.
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Fairydragon3✭✭✭✭customer service are not the ones who took the server down. You may want an ETA, but they don't have one even for them. the fact that the patch notes are up now, means that they should be done soon.0
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S1L3NTKiLLaH✭✭✭My motto is that it is always better to be upfront rather than beat around the bush. They take so much flame for not speaking, they would take way less if they were more vocal. I love Bethesda and Zenimax but for real but cmon man its my day off tell me something. Trying to get this horse....1
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Kiljaz✭✭✭Customer service involves their whole organization. If they can't communicate something that simple, they have some very real problems.
I'm not talking about the customer service department. I'm talking about their developers or whomever is taking care of their maintenance and patching. It should not be difficult to log on and post something on the forums. Or even include the original ETA in the servers coming down message broadcast in game.0 -
Kiljaz✭✭✭S1L3NTKiLLaH wrote: »My motto is that it is always better to be upfront rather than beat around the bush. They take so much flame for not speaking, they would take way less if they were more vocal. I love Bethesda and Zenimax but for real but cmon man its my day off tell me something. Trying to get this horse....
Exactly. Just inform us. It's just consideration for your clients.0 -
Dagus✭✭✭check them on twitter or facebook, sometimes they mention a length.
They average 2-3 hours. and are on mondays and thursdaysRAWR!!!0