Join the Ashes of Creation MMORPG
(Register or log in to remove advertisements - why ads?)

TESO Customer support up untill now is abyssmal (absent).


Started by teh_master
Post #166204
Member

Likes Given: 0
Likes Received: 0
I bought the game using IDEAL, because I wanted to download and play it a.s.a.p.

My payment has been completed. Then the TESO-site kind of bugs out and the purchase never gets added to my account. I submitted 2 different tickets one for phone (which said waiting time greater than an hour) and one for e-mail support (that says takes one business day).
This is totally unaccaptable; after paying 68 euros (instantly) not only do I own the game I am also a 2 month subscriber. This happend hours ago;

I have yet to recieve a single e-mail from them.

This is just bad customer service. I seriously prefer getting an Error 37 to this nonsense (being Ignored totally).

TL;DR:
TESO customer support is non existent. What are your experiences with them?
This post was last modified: April 5th 2014, 11:35 AM by teh_master
Like this post Reply
Post #166259
Member

Likes Given: 62
Likes Received: 232
Faction & Race:
Daggerfall Covenant
Imperial
They usually respond to me, but then they seem to forget about it completely so I don't get my issue solved. I'm still waiting to get my Collectors Edition items, it's been a week and I've sent 3 tickets. Other people have gotten their items in 2-3 days. So yea, I'm getting a bit frustrated with it atm.


Join Eternal Vanguard
Official Daggerfall Covenant guild of TESOF
Like this post Reply
Post #166261
Member

Likes Given: 0
Likes Received: 0
I must admit in the mean time I have had some contact with them. However everyone told me that I would just have to wait etc. Not very proactive support. I just bought the game a second time (which worked perfectly and im downloading as we speak). Now they will just have to refund my first purchase and will be a happy customer again (even though paying 68 euros twice is not really a great solution either). Good luck with your issue.
Like this post Reply
Post #166349
Member

Likes Given: 0
Likes Received: 1
this same thing happend to me. I went to TESO website and bought the game directly from them. well between the "processing payment" page and the "confirmation page" the website timed out (i waited 15 min. before that too!). i knew it was THEIR website because i was using other websites at the time that worked just fine.

i immediately checked my bank account only to discover they had indeed charged me $64. I logged into the account i set up and it said i had "no games" and my billing history had "no purchases". so i tried to call them. it was 10 pm on sat. night (yesterday) and there was "over an hour wait time" so leave your info and we'll get back to you. i left my info and then i also put in an e-mail ticket.

they never called me but e-mailed me about an hour later asking me to verifiy my account security q, which i did. by now it was 12pm, i was out $64 and had no game to show for it so i went to bed.

by 11 am the next day THEY STILL had not responded! so i put in 5 more tickets and sent 6 e-mails and called my bank to confirm the transaction had actually happend and it wasnt an online glitch (it wasnt and they did TAKE MY MONEY) FINALLY 3 hours after THAT, "Colby" from "ESO support" responded by telling me that my e-mail did not match my account.

so i sent him both my e-mail verifications from the TESO website, as well as a screenshot of my TESO account with my e-mail adress on it. he then sent me an auto-respond e-mail (with 2 lines of apology for my wait time) saying that the transaction did not process correctly and that what i had recieved was a "ghost transaction" which basically they put a hold on $64 for the next 3-10 days. But that i should buy a new game and oh here's how!

UNBEILEVABLY ESO SUPPORT ACTUALLY SUGGESTED I SPEND ANOTHER $64 AND HOPEFULLY I'LL BE ABLE TO GET THE GAME THEN.

so i called the bank to put a stop payment on the first $64 and discovered there was nothing i could do until wed. (tuesday at mid-night) when the transaction "posted" to my account. why something did post immediatey on a POS transaction was never explained to me by either party, and has never happened before in the 12 years i've had this same bank account. i would also like to note, that i have plenty of $$ more than enough to cover this transaction and a subscription fee. I could even afford to buy the game AGAIN but what if AGAIN it doesnt work and i'm out ANOTHER $64??? thats $128 for a game i wouldnt even own.

any way sorry for the major vent. i've been looking for somewhere to post my story so that others could see it and not waste 12 hours trying to contact customer service so they can do nothing. ultimately the bank told me i had to wait until wed. then i would either be refunded my money (the hold taken off) or the transaction would go through and then i woud have to dispute the transaction as fraud. JOY. luckily i kept EVERY SINGLE EMAIL and several screen shots.

and the money doesnt even make up for my dissappointment in not being able to play the game right away. i'm hoping gamestop has a hard copy i can buy because steam (my trusted game purchaser) doesnt have it and i am CERTAINLY not going through TESO's crappy website again.
Like this post Reply
Post #166375
Member

Likes Given: 57
Likes Received: 274
Faction & Race:
Aldmeri Dominion
Khajiit
Patience is the best thing. Their support is swamped and it seems that they have grossly overestimated the capabilities of their systems, but flooding them with repeat tickets isn't going to help anything. Put in your ticket and if wait times become too long send them some feedback about it (note: not hate mail).


Master Pie-Man
Anointed Registar of the Headless Chicken

Do'Rakk the Brawler Backstory & Biography
Like this post Reply
The following 1 user likes Do'Rakk's post:
Apoll
Post #166377
Member

Likes Given: 32
Likes Received: 370
Faction & Race:
Ebonheart Pact (Argonian)
To be realistic, they have how many customer service staff?
then how many staff to deal with actual problems?

And how many players are submitting tickets?

You are looking at a single person trying to solve thousands of peoples problems every day.
Its only just past launch day, so the game will isn't perfect.

For in-game issues id recommend waiting until the next patch.
For out of game issues, its probably a lot more difficult to solve, but be patient and they will resolve your issues.
Also remember if you buy it from anybody aside for ZoS themselves any difficulties you have getting your game may not be their fault, in which they have to try and solve a problem causes by somebody else.


Like this post Reply
Post #166427
Member

Likes Given: 17
Likes Received: 11
Faction & Race:
Daggerfall Covenant
Breton
Ummm, yeah, what Avidus said, among other things.

The Obamacare websites evidently had a similar problem with website overflow recently. Too many people waited until the last day to sign up for insurance, and the website software and servers couldn't handle it. It would be nice if the software and servers had effectively infinite bandwidth, but that is impossible even in theory.

So, ZOS has been trying to mitigate the issue of last-minute orders by offering, and extensively hyping, pre-orders. Those who ordered well in advance appeared to have had no problem logging into the game when their access started, and didn't appear to suffer from lost orders (with the exception of a few dealing with sub-par etailers).

Here's a suggested note to selves: If you plan to wait until the last minute to buy something on a global website, don't. Plan instead to execute Plan A, which is to purchase early on an unstressed website, or Plan B, which is to convey oneself to a brick-and-mortar store for the last-minute purchase, or Plan C, which is to wait until the stressed website stabilizes to trust your money it, at the unfortunate expense of (in this case) having to delay recreational gratification.
Like this post Reply
The following 1 user likes Poldano's post:
Apoll
Post #166436
Member

Likes Given: 163
Likes Received: 34
Faction & Race:
Aldmeri Dominion (Khajiit)
I paid for my pre-order back in February through nuuvem.

Got my early access code, worked.
Two days before early access, I send a support request to ZoS is actually the code I had was for Imperial or Standard and was with 3 or 5 days early access. Due to the fast that on my account it had the brown icon still.

They answered to me, 6 hours later by email on Saturday morning (29th March) asking the code I had submitted.
Replied and 2 hours later they confirmed that I had the 5 day access.

When I got my code on FRIDAY 4/4, I put it on, add the explorer's pack and set a payment method. No issue what so ever.
However many I know of, tried to add their codes on the last moment yesterday noon, resulting to a system wide crash and them not being able to play the game.

Which is understandable. Same thing happens here in UK when almost everyone waits a whole 9 months to fill online their tax return, and they do it just before midnight on the Jan 31st. Resulting to failure to submit, tax penalties, and charges because a £3bn system couldn't cope with the traffic and shutdown. And have them on the media after that crying.

Just have some patience, and everything will be sorted. Is down to personal responsibility waiting last moment to do something.
Like this post Reply
Post #166486
Member

Likes Given: 0
Likes Received: 0
TSW (The Secret World) had the absolute best Customer Support at launch. Their reps responded in game within 10-20 minutes. I know this game is much larger but still. It was pretty impressive to see an MMO developer invest the resources in customer support.
Like this post Reply
Post #166639
Member

Likes Given: 0
Likes Received: 0
Faction & Race:
Ebonheart Pact
Argonian
I can understand that they must be overwhelmed and whatnot but it does not just give them a free pass for all the bullshit that they have been doing recently or their shitty customer support. For example, the recent excess of locking characters because of "breaking the TOS" is bullshit, my name was "Sometimes I Touch Myself" and i can somewhat understand that but they need to know the difference between harmless humor like my name and offensive ones like "I Fu*k Bit*hes". I find it really stupid that i am given the same punishment as these people. Since they gave me almost no information when they locked my character i had to contact support, i applied for a phone call and an email. I received an automated email not too long after telling me that my inquiry is "important to them" or some bullsh*t, it's been maybe 3-4 days now and no reply. I got the call yesterday after applying every single day since then, at 9PM they call me. Someone clearly nowhere near the phone probably playing solitaire answers the phone, i can hear the entire office more than i can hear her and when i ask her to repeat herself i still can't hear her, what i got out of the 5 minute conversation, after i told her my problem was "Your character got locked for breaking TOS rules", Thanks b*itch i already knew that, i told her if she could tell me any more information about it, how long was it? She apparently could not help me but she would direct me to someone who could. That was the end, she hung up and i have not been called since then. This is pretty shitty support, i assumed that my character was locked for 72 hours like some other people but im at 80+ hours now and my character is still locked and i have no idea if i ever will become unlocked. I am kind of regretting spending 100$+ on this game now.
Like this post Reply
Post #166646
Member

Likes Given: 37
Likes Received: 54
Faction & Race:
Aldmeri Dominion
Altmer
(April 8th 2014, 04:02 PM)rothyroller Wrote: snip

If your char became unlocked it would once again "violate the rules" as it's name would be the same. So it is only logical to assume it never will get unlocked. IMHO you should start a new char, and delete that one in a month or so. Did you have any irreplaceable items in it's invent, such as ring of mara?


Skyrim conquerer. Morrowind and Oblivion vet. Long-time single-player computer gamer W/custom-made hi-perf OCd PC. Mostly RTS and a few action games.
Noob to MMOs.
Crappy satellite Internet very laggy pings 700-1000 not god for gaming, can't play most online games but ESO works good enough.
Like this post Reply
Post #166647
Member

Likes Given: 57
Likes Received: 274
Faction & Race:
Aldmeri Dominion
Khajiit
(April 8th 2014, 04:02 PM)rothyroller Wrote: snip

I'm confused. You say that you understand that ZOS support might be overwhelmed, and also admit to knowing that you had broken the terms of service which you agreed to follow, but at the same time, you're somehow upset that you have to deal with the consequences and wait times? If you really accepted these views, you would realize that the fault is essentially your own, so if you are upset at ZeniMax instead, it must logically follow that either a) you don't really accept that they might be overwhelmed, directly contradicting yourself, or b) you don't accept that you broke the Terms of Service.

In regards to the latter... i mean it's right there in the Terms of Service, in Section 1 no less.
Quote:You may not select [...] any name that ZeniMax deems in its sole discretion to be vulgar, offensive, or otherwise violates the Terms of Service. ZeniMax reserves the right, in its sole discretion, (a) to delete or alter any user names tied to an Account; and (b) to restrict, suspend or terminate Your access to any Service or license granted to You [...]
Can you really say the name "Sometimes I Touch Myself" wouldn't easily be considered offensive? And can you really be mad that your character was locked when its explained right there in the Terms of Service that you agreed to?
This post was last modified: April 8th 2014, 07:38 PM by Do'Rakk


Master Pie-Man
Anointed Registar of the Headless Chicken

Do'Rakk the Brawler Backstory & Biography
Like this post Reply
Post #166651
Member

Likes Given: 17
Likes Received: 11
Faction & Race:
Daggerfall Covenant
Breton
(April 8th 2014, 04:02 PM)rothyroller Wrote: I can understand that they must be overwhelmed and whatnot but it does not just give them a free pass for all the bullshit that they have been doing recently or their shitty customer support. For example, the recent excess of locking characters because of "breaking the TOS" is bullshit, my name was "Sometimes I Touch Myself" and i can somewhat understand that but they need to know the difference between harmless humor like my name and offensive ones like "I Fu*k Bit*hes". I find it really stupid that i am given the same punishment as these people. Since they gave me almost no information when they locked my character i had to contact support, i applied for a phone call and an email. I received an automated email not too long after telling me that my inquiry is "important to them" or some bullsh*t, it's been maybe 3-4 days now and no reply. I got the call yesterday after applying every single day since then, at 9PM they call me. Someone clearly nowhere near the phone probably playing solitaire answers the phone, i can hear the entire office more than i can hear her and when i ask her to repeat herself i still can't hear her, what i got out of the 5 minute conversation, after i told her my problem was "Your character got locked for breaking TOS rules", Thanks b*itch i already knew that, i told her if she could tell me any more information about it, how long was it? She apparently could not help me but she would direct me to someone who could. That was the end, she hung up and i have not been called since then. This is pretty shitty support, i assumed that my character was locked for 72 hours like some other people but im at 80+ hours now and my character is still locked and i have no idea if i ever will become unlocked. I am kind of regretting spending 100$+ on this game now.

Lol. You ventured into the gray area of the TOS intentionally, and you got nipped for it.

Actually, I enjoy making up obscurely borderline character names. I just don't want to risk it with my main character. If I get dinged for it, I just regard it as part of the game I'm playing with the bluenoses. Your name was too obvious, and insufficiently subtle, for my taste.
Like this post Reply
Post #166653
Administrator

Likes Given: 1,007
Likes Received: 963
Faction & Race:
Daggerfall Covenant
Redguard
rothyroller's character name is not conducive to the outcome of the slow support he is receiving, so let's not venture into that. Many others with just-as-legitimate queries have been treated in the same manner. ZOS is being overloaded at the moment, so instead of turning this topic into either hate against them or defense for them, let's think of ways we can receive faster and more streamlined support.

With that said, we might take a look at similar topics here at TESOF and either merge them or close them to streamline ourselves...


Please use the Help & Feedback section if you need help. This will help others that may have the same questions and you will receive a faster response.
Like this post Reply




Users browsing this thread: 1 Guest(s)
(Register or log in to remove advertisements - why ads?)


This fan site is not affiliated with ZeniMax Media Inc. or any of its subsidiaries. Including, but not limited to, Bethesda Game Studios and ZeniMax Online Studios.
The Elder Scrolls® images © ZeniMax Media Inc. / Forum content © TESOF.com