My customer service (support) experience

Let me start by saying I love the game and by no means am I one of the unhappy customers or haters in general...BUT...WOW! It started over a week ago when i had leveled two toons to lvl 10 a sorcerer then a templar. By the time I had my templar to lvl 10 Fog had decided on a home campaign for us so I joined it while on  my templar. I noticed that this automatically sets my campaign for ALL toons to Hopesfire even the one DC alliance toon I had. Kewl, I don't have to select it myself for every toon then...But...when I logged in my sorcerer I noticed she wasn't set to any campaign at all and not only that i could not join a campaign via home or guest. Like I said all other toons were connected to the Hopesfire campaign but her so I submitted the bug in game and the only option at that point was to send via email thru the game. 2 hours later I get the automated email from CS saying "we will assume your issue is resolved unless you respond to this email within 120 days". Well obviously it wasn't resolved since I just put the notice in and no one had even spoken to me yet. I responded to the email basically saying that. 2 days later I get the same email...At this point I have given up since the first response to the email bot did nothing. A week later (yesterday) I get 20 emails yes...20 emails in one hour around 9pm with the same automated email from them stating that they will assume my issue is resolved if I do not respond to that email. Then today I get an email for a survey wanting to know how they did! Needless to say my opinions were low on the survey. Not that it matters since no real person even reads them I guess. Still like the game but WOW they actually do have some serious issues lol. I ignore all the negative stuff in general on sites like MMORPG since thats just how haters are on there but this one is from me and I don't bitch lol. I am a restaurant manager and I know customer service and how hard it is to please people hehe. Just sayin!

same experience.

Even when the matter still not resolved they give you out the survey ticket treating it as closed.

yeah i'm over the incident since i just went ahead and deleted my bugged toon and re-rolled.  but wow was i upset last night when my phone went off for 30 mins  due to the 20 emails in 30 mins. i know in my original post i said an hour but it was actually 30 mins since they sent me one every minute over and over occasionally every 2 minutes in between for a total of 20! crazy stuff zenimax!

Don't think CS has resolved one single issue that I have asked them to help me with.  So I just write them a (too me) funny story each time and then just wait for the issue to resolve itself.

I do hope that my main toon gets unstuck from the loading screen into Cyrodiil by tomorrow night, but if not, then one of my alts will get some attention.

I wish that I never have had Trion's CS when the game was p2p, because that was awesome.

My customer service experience was equally poor. I am enjoying the game quite a bit, however. I filled out the survey and in a nice way gave them my concerns about customer service. Maybe if we all do that, we will see some improvement.

yeah don't get me wrong when i say my survey was of a low opinion.  i was not mean or rude hehe but like i said im in the biggest industry of customer service there is probably ( i would imagine the restaurant industry is but no actual numbers on that lol and the largest casual dining brand in the world) but i did select no on the two options on if my problem was resolved yadi yadi and my actual comments on it only reiterated my above experience. completely professional, i promise ;)

I'm afraid I was a tad rude to a CS person regarding my ticket >.<  I'd been directed to email CS if I didn't receive a receipt for my game purchase(s) so I did listing both email accounts and their User ID's.  Then I get a response that the confirmation email and receipt should be sent out as soon as the order was processed and verified. So I responded that they meant on their end, because the money had already been taken from my account a month ago.  Then someone responded a few days later saying they were going to refund the second charge.  I was like Wait! NO!!  I ordered two copies.  I wish ya’ll would read the previous content of the email discussion instead of just “guessing” at what the discussion is about >.< 

Yep a little rude, but they clearly didn't read the rest of the CS conversation and I was worried they were going to bork everything up the day before head start...  And no, I still haven't gotten a purchase confirmation...  They were so much better before launch, on PTS they were awesome with everything I asked.  I think they may have had to outsource their CS for launch and now have a bunch of ... less informed and... less caring CS agents.

Ya think? LMAO

They preface each email with that statement about assuming it's been resolved if they don't hear back, but if you scroll down in the email it gives some thing to try, which I assume are things that are working for them or other people.  I've done a couple email tickets myself, and the suggested fix has been very similar:  type /reloadui, log in and log out, completely close out everything and come back in 10 minutes, etc.  But they are all prefaced the same, I just had to scroll down to read the suggested fixes.  I have had a couple quests that I couldn't advance but after eithe trying the suggestions they mentioned or waiting until the next day, they've all resolved themselves so far. 

I can empathize. I was trying to change my email address and login ID from my beta account. I must have given them all of the relevant info 2 - 3 times, they kept sending that form email that says, 'Respond in X days or..." Finally, someone with a pulse and some electro-chemical activity firing across their gray matter must have read one of the emails and processed my request. But, I'm still getting that form email warning me that they'll close my ticket...at the new email address!!! Please, close the damn ticket already. You actually got what I needed done.

That being said, I'm trying not to give them too much of a hard time because I am having a blast in the game and they must be swamped right now.

You do need to be persistent.   You have to realize they get 100's of these an hour so sending out the form response - even though not the greatest way to handle things might be all they have.  They hope you find a way to work around it or they have fixed your issue since it is also quite possibly 1000 other players same problem also.

If you keep replying to their email so they know your ticket is still open - eventually they will respond.  But they just can't hire all the CS's it would take to respond individually to each and every request.

I have sent in over 40 tickets - for bugs, gold sellers, players using racial slurs (no, I don't tolerate that - racism can't be a part of my real world - hate on me for being a wood elf all you want - but not the color of my real skin, my ethnic background, or my sexual orientation).   I am probably a little above average, but just say that the average player sent in 10 - yep just 10 tickets in the first two weeks. That is 5,000,000 tickets if there are 500,000 players throughout the world and that is probably a really low figure.  Just how would you handle 5 million CS tickets in two weeks?  They just can't hire the 10000 CS reps needed to personally respond. 

Just keep sending in the tickets.  I know it can be hard, but try to have some patience.

Our experience with customer service:  

http://forums.elderscrollsonline.com/discussion/76078/issues-with-account-not-recognizing-purchase#latest

it's a long one.

I know she has spoken with a few people in raid call about this, and has contacted some of you for help as well.  I am more or less fed up with trying to submit tickets which they respond that they cannot fix, as we have had this issue since before launch, with only 2 brief periods that it was resolved (~1-2 days completely resolved, and ~1-2 days of able to play, but without imperial bonuses).  Currently, she cannot even login to the game.  Her account does not recognize purchase, and bill history errors out.  Our bank was charged for the purchase and I can view 2 charges on it currently (2x 79.99 for the imperial edition).  Spent too much of my life on this issue already.  If people could keep an eye on the thread, we'd appreciate it.  

((This is Ashenshugar BTW, posting on My wife's account.))

Ashenshugar or wife

I'm going to suggest you PM Fog with your issue and ticket number.  (He posted in another thread to let him know if there was a serious issue and he would see what he could do.)  This is probably the most serious I have seen.  Sorry for the problem.

Ellolla (Wife this time) 

I actually did message him, Wednesday.  
He said he would ask around and get back to me if he heard anything.  
To be honest I'm super desperate to just play.   I canceled my other mmo account and don't plan on going back-plus my guild leader is now here in this guild.  (Famean)  lol  

Thanks for the suggestion! >.<  I appreciate it, I do! :D 

Phone callback ticket requested:  today at 8:40 AM Central time.  Do not call afterL 11PM central time.  do you think I'll recieve a callback today?

Wow!  So sorry about your problem Ashenshugar.  I live in fear that something will happen that won't allow me in the game and it will take weeks or months to get it corrected.  Weeks?  Months?  I don't know how patient I can be when I'm paying to play and also gave them a hefty chunk for the game itself.

I think many of us are "flinching" because of the many bugs we've experienced and if you've done any reading on the forums - you'll have nightmares.  As soon as something doesn't happen right we assume it's bugged instead of lookiing to see what we might have done wrong. Many are very nervous and don't trust the "game" or feel like the developers will be able to make it right.

We are all trying to adapt to ESO's MMO style and economy - which in itself is challenging. (IMO they are more geared towards the solo console player and don't understand the MMO community)  Now add to that the insecurity we feel about the stability of the game and how they aren't managing individual's problems no matter how serious they are.  (Wonder what their priority system is?)

I am not rude to them; but do feel they need to get control of this fast! My one customer tix was not responded to and I too tried to send another one say - erm . .. this was  NOT resolved.  I got no answer.  3 of my friends are right on the edge of quitting the game.  I think they only stay because of me and the nice circle of questing friends we have.  We all realize that there can be instability at launch; but their issues seem rather over the top to me.  I only experienced one game launch and that was GW2 who had very few problems.  ESO seems like a 3 ring circus next to GW2

We are losing a lot of players who are uninstalling the game in protest to the many issues.  Silence is not golden.  Zenimax or Bethesda needs to come front and center and communicate with their customers about the problems and provide some feedback on some of the more explosive issues.  Even if they said - No, that will no change because . .. . . .   So far, the forums feel like group therapy. Giving players a chance to vent. but we seem to be talking to a brick wall.