The Elder Scrolls

My experience with customer support

TheElderScrolls13 - My experience with customer support
Loading...

This will be a long-ish post that I'm sure most people will not care about, so please feel free to disregard; I just wanted to vent a little and inform others of what they may be in store for if they encounter the same issue.

I got this game to play with friends during the recent Steam sale and have been enjoying it immensely, so I decided to purchase some Crowns. I purchased the Newcomer Pack (just for the better price on Crowns) as well as an additional Crown pack. I received the Crowns/pet from the Newcomer Pack immediately, but not the additional Crown pack that I purchased. Upon searching the ESO support page, I stumbled upon the FAQ that advises one to wait 24-72 hours after purchase to receive these Crowns before opening a ticket. Naturally I found this quite annoying, but nonetheless waited patiently.

After this time passed and I still hadn't received my Crowns, I opened a ticket detailing my issue as I did above and provided all relevant details including Steam ID, transaction ID, date/time, and a screenshot of my Steam receipt:

"More than 72 hours ago, I purchased the Newcomer Pack and a 1500 Crown Pack through Steam. I received the pet and Crowns from the Newcomer Pack immediately, but am yet to receive the additional 1500 Crown Pack. A screenshot of my receipt is attached. My Steam and ESO accounts are linked, and I have logged in and out several times each day since the purchase.

Steam Userid: xxxx Transaction ID: xxxx 1500 Crowns purchased Jul 6 @ 7:27pm

date_time_incident = July 6, 2019, 7:27pm"

The first reply I received:

"Greetings!

Thank you for contacting the Elder Scrolls Online Team.

If you purchased the Newcomer's Pack and received the Crowns, but not the pet or scroll, please be sure to check your in-game mailbox. The items will be received in the mail. Once received, the pet will be added to your Collections. For help on how to navigate to your Collections menu, click here if you play on PC or here if you play on a console. If you are still unable to locate any of the items from your Newcomer's Pack, please let us know by replying to this email so that we may investigate.

Thank you for your continued interest and support!

Warm Regards, The Elder Scrolls Online Team"

I assume that this was an automated response triggered by my inclusion of the phrase "Newcomer Pack" in my message. I was annoyed, but remained patient because I'm not one to be rude or aggressive with customer support so I updated my ticket:

Read:  The Elder Scrolls: Blades Closed Beta, Early Access, & FAQ

"Please read my original message. I received the pet and Crowns from the Newcomer Pack immediately, but am yet to receive the additional 1500 Crown Pack that I purchased over 72 hours ago. Thanks!"

I continued to wait. I was annoyed that my original ticket didn't appear to have been read by an actual person, but kept in mind that this is a big game with lots of players, and I'm sure customer support can get pretty busy at any given time. I finally got another response:

Загрузка...

"Greetings!

Thank you for contacting The Elder Scrolls Online Team. My name is Kim and I'll be more than happy to assist you today!

I understand you are missing your purchase of 1500 Crowns Pack made on Steam. I'm sorry to hear this happened! I'll gladly look into this for you, thank you for your patience.

I took a look into your account and see the 1500 Crowns were place don your account on 07/06/2019. Your current Crowns balance is 1650, you should all good to go! If you believe you are still missing Crowns, please sent us proof of purchase for the Newcomer Pack and we will be more than happy to further investigate.

For now, we will go ahead and set this ticket to solved – but don't let that alarm you! A simple reply to this email can immediately reopen your ticket so we may resume our conversation. Safe travels out there in Tamriel, and thank you for your continued interest and support!

Warm Regards, Kim The Elder Scrolls Online Team"

Now I am genuinely angry. An actual person "read" my ticket, but very obviously did not READ my ticket. Was I not clear enough in my original support ticket? I am asking that question genuinely because I feel like I explained my issue concisely. Now I had to update my ticket yet again:

"PLEASE read my original message carefully. I KNOW that I have already received the Crowns I bought from the Newcomer Pack. But at the same time that I purchased the Newcomer Pack, I ALSO purchased an ADDITIONAL 1500 Crown pack. I have NOT received these Crowns. I will attach proof of purchase for the Newcome Pack (which again, I know that I have already received) to this message. I will then send another message with proof of purchase for the 1500 Crown pack (which again, I have NOT received)."

Read:  The Elder Scrolls: Blades Closed Beta, Early Access, & FAQ

…my next message…

"And now, attached is the proof of purchase for the 1500 Crown pack which I HAVE NOT received."

After more waiting, I finally got a response from a different person who resolved my issue and got the Crowns into my account. While I guess this was technically a happy ending, I can't help but feel very unhappy with this experience. I am unhappy that I had to wait a full three days after being charged for this digital item before I could even ask why I hadn't received it. I am unhappy that I received an automated response. I am unhappy that upon being acknowledged by an actual person, they clearly didn't read or comprehend my problem and just marked it as "solved." Perhaps I am just cranky, but I feel like I have a legit reason to be because from my end this has been a very frustrating experience and has left a sour taste in my mouth. I certainly won't be purchasing Crowns again.

Source: Original link


Loading...
© Post "My experience with customer support" for game The Elder Scrolls.


Top-10 Best Video Games of 2018 So Far

2018 has been a stellar year for video game fans, and there's still more to come. The list for the Best Games of So Far!

Top-10 Most Anticipated Video Games of 2019

With 2018 bringing such incredible titles to gaming, it's no wonder everyone's already looking forward to 2019's offerings. All the best new games slated for a 2019 release, fans all over the world want to dive into these anticipated games!

You Might Also Like

Leave a Reply

Your email address will not be published. Required fields are marked *