Helpdesk Support

Helpdesk Support

A modern day example of "HOW NOT" to do Tech Support!

I recently just bought Elder Scrolls Online: Tamriel Unlimited from Steam. In order to play I had to login, when I tried, it said that my account needed to be activated. Simple enough right? I hit the "Send my activation link" button and boom! No wait, no email. So I go back and do it again. Then I figure I am just being impatient, so I waitied a few hours. Still nothing. Checked the junk/spam and all of that typical jazz... still nothing.  So I angrily hit the button a whole bunch of times. 

Days go by, and I see nothing. Haven't been able to play my new game yet either. So I finally break down and hit the technical support site, which to my surprise you need a valid activated account to use... so my only option is to setup a new account. Once I do that, some magic happens, and my ESO game registers to this new account. Soooo, now I have two support issues. I email support telling them I can't activate my original account and that I need my game switched to my old account too. 2 days go by and I FINALLY get an email, but it's an automated one that reads:

Greetings,

Thank you for contacting The Elder Scrolls Online team. Due to high ticket volume, we apologize for how long it has taken us to get back to you, and appreciate your patience.

If your issue has been resolved, please be sure to provide feedback using our Customer Service Survey when it arrives in your inbox. If your issue has not been resolved, please respond back to this email so we can continue to assist you.

Thank you again for your time and patience.

Warm Regards,

The Elder Scrolls Online Team

But if you read just a little further you will see this tidbit of information in the fine print:

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

So I do the first logical thing and reply, which to my surprise got me an email straight back. But upon opening, more disappointment. It was the same automated email. So I reply again WITH ALL CAPS "THIS ISSUE IS NOT RESOLVED"

Afterwards I actually get a human being responding to me, saying that he cannot help me because they are not Steam support and do not handle steam issues. So i reply (again with all caps) that I wasn't very happy that he didn't even read my support issue, that it had nothing to do with steam, I only purchased the game through steam and that is completely independent of their system emailing me an activation code for my account, not to mention the secondary request for my game to get registered to my original account. So I was baffled as to how he would even respond with what he did, and I not so subtly urged him to re-read my original message.

The next day I get a response that says the following:

Greetings, Dave

Thank you for contacting The Elder Scrolls Online support team. Benjamin here again ready to serve you.

We are forwarding your issue to a specialized team to assist you further with your request to have your account linked to a different UserID.

May The Eight Divines Guide You!

Warm Regards,

Benjamin

The Elder Scrolls Online Team

That was 4 days ago... Now I have Cortana remind me every 2 days to send them an email asking for an update so that they don't "automatically resolve" my issue since they have not heard from me... 

One would think, in today's info-centric and instant world, that something as primitive as tech support would be trivial to a company and measures would be put into place to at least give the facade of a caring and supportive tech support team, not the opposite. Just FYI, if I do not hear back within the 7 days mark from their "Online Support Team" then I am requesting my refund of all 3 copies of this game I bought for myself and my family... I know $120 is peanuts to a company like Bethesda and/or Zenimax Media, but hopefully this blog post will cost them much more than that...