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General Discussion  » Appeal suspension/ban response from ZOS

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99 posts found
  greatskys

Elite Member

Joined: 4/02/14
Posts: 320

4/18/14 8:54:49 PM#21

There seems to be a lot of suspensions going around at the moment . A friend of mine got one got a falling through the game world . I started up a thread in these forums about the matter but Mike Bitton closed it because he felt it wasn't an appropriate topic for these forums and directed me to the TESO forums . The reason I came here is that I thought it was an open gaming forum but it appears not . The problem is by closing that thread I wasn't able to follow up with a recent update that the problem had been resolved .

I wasn't able to tell people that Zenimax customer support had realized it had made a mistake and made an apology which will have left the people reading my thread with a poor impression of the game . Maybe it would be for the best to remove the forums here altogether and just allow people to comment on your news stories ? Its pointless having an open forum if threads are locked in such an aribitary manner . 

The problem was resolved within 24 hours . Zenimax admitted they thought her account was linked to scammers but on further examination they realized it was not . I'm glad you started this thread because I didn't want to start another one up on the issue . I don't think Zenimax handled the matter as well as might be expected an email should have been sent explaining the reasons for the suspension and my friend should have been reimbursed for the time she was unable to play even if it was 24 hours . 

The game itself is a lot of fun and one of the better mmos I have played they are having a few teething troubles but thats to be expected . The gold sellers have been a pain . I keep getting asked to groups by them which is annoying and Zenimax probably are desperate to resolve the issue but in doing so they are being a bit overzealous . 

  d_20

Hard Core Member

Joined: 1/14/14
Posts: 299

 
OP  4/18/14 8:59:04 PM#22
Originally posted by udon
Originally posted by Knotwood
Originally posted by Majic12

Settling Accounts

My account was suspended today as part of this, and it's the first time in 11 years of gaming on six MMOs that I've ever had something like that happen. In classic Kafka form, ZOS has given me no idea of why my account was suspended, it just is and that's that.

After several hours, I'm still waiting for a voice callback and also submitted an appeal as instructed in the official customer support forum, but given that this comes after not playing since last Sunday due to the bank bug, I can't help but see this a clear signal that it's time to part ways for good.

I think I've been reasonably patient with ZOS and ESO, but past a certain point what starts off as reasonable patience becomes unreasonable patience and ultimately leads to dysfunction and grief.

It's unfortunate, because aside from the bugs, spammers, gold sellers, bots and this latest unpleasantness, I really love the game itself. But now that I've been given the boot (for the first time anywhere, still shocked), my main concern is securing a refund with a minimum of hassle -- although with still no word whatsoever back from ZOS, that is looking less likely.

Here's hoping settling accounts won't be as frustrating as staying with the game had been, that I won't have to invoke the Fair Credit Act, and that other former players will see a prompt and fair resolution to this regrettable state of affairs as soon as possible.

Hang in there if you can,  I'm sure we should expect to hear an official statement on this by Zenimax in the next 24 hours.  Or this could end like in age of conan, nobody wants that.

The thing is there are lots of video games just lining up for a chance at my gaming dollars that I could play right now instead so why is Zenimax making it hard for me to continue giving them my money?  I like ESO as a game but the problems since launch are really starting to get annoying even more so than average launch blues to me.  There is nothing wrong with anti cheating systems and they can be a valuable part of a game but you better make damn sure you implement them right which seems to be a recurring problem for Zenimax.  They have lots of good ideas but very piss pour execution. 

Yes. I feel really sad about this because I have been really enjoying this game, in spite of the numerous bugs. I thought the bugs could be fixed in time, since it's so soon after launch. But this mass banning is just too much on top of the unresolved bank/missing items issues I have. It is like rubbing salt in the wound then kicking their paying customers in the teeth.

 

If my account is not reinstated within a reasonable period (I'm thinking 24 hours), I will do a chargeback and seek a full refund on the Imperial CE, since I'm not getting what I paid for. I can't even access my account page to cancel my account because of the suspension. I can't sign into the official forums either, though I noticed that others who have been banned can.  I could only submit a ticket via the connection with my email address. So I will have to handle it through paypal. That will be unfortunate.

 

Anyway, I'm still hoping for the best and looking for any responses you guys might get in the meantime.

  d_20

Hard Core Member

Joined: 1/14/14
Posts: 299

 
OP  4/18/14 9:01:19 PM#23
Originally posted by greatskys

There seems to be a lot of suspensions going around at the moment . A friend of mine got one got a falling through the game world . I started up a thread in these forums about the matter but Mike Bitton closed it because he felt it wasn't an appropriate topic for these forums and directed me to the TESO forums . The reason I came here is that I thought it was an open gaming forum but it appears not . The problem is by closing that thread I wasn't able to follow up with a recent update that the problem had been resolved .

I wasn't able to tell people that Zenimax customer support had realized it had made a mistake and made an apology which will have left the people reading my thread with a poor impression of the game . Maybe it would be for the best to remove the forums here altogether and just allow people to comment on your news stories ? Its pointless having an open forum if threads are locked in such an aribitary manner . 

The problem was resolved within 24 hours . Zenimax admitted they thought her account was linked to scammers but on further examination they realized it was not . I'm glad you started this thread because I didn't want to start another one up on the issue . I don't think Zenimax handled the matter as well as might be expected an email should have been sent explaining the reasons for the suspension and my friend should have been reimbursed for the time she was unable to play even if it was 24 hours . 

The game itself is a lot of fun and one of the better mmos I have played they are having a few teething troubles but thats to be expected . The gold sellers have been a pain . I keep getting asked to groups by them which is annoying and Zenimax probably are desperate to resolve the issue but in doing so they are being a bit overzealous . 

I'm glad to hear the good news about your friend. And I agree that they are being overzealous (or heavy handed) with the guilty until proven innocent approach. That is very off putting.

  greatskys

Elite Member

Joined: 4/02/14
Posts: 320

4/18/14 9:12:19 PM#24
Originally posted by d_20
Originally posted by greatskys

There seems to be a lot of suspensions going around at the moment . A friend of mine got one got a falling through the game world . I started up a thread in these forums about the matter but Mike Bitton closed it because he felt it wasn't an appropriate topic for these forums and directed me to the TESO forums . The reason I came here is that I thought it was an open gaming forum but it appears not . The problem is by closing that thread I wasn't able to follow up with a recent update that the problem had been resolved .

I wasn't able to tell people that Zenimax customer support had realized it had made a mistake and made an apology which will have left the people reading my thread with a poor impression of the game . Maybe it would be for the best to remove the forums here altogether and just allow people to comment on your news stories ? Its pointless having an open forum if threads are locked in such an aribitary manner . 

The problem was resolved within 24 hours . Zenimax admitted they thought her account was linked to scammers but on further examination they realized it was not . I'm glad you started this thread because I didn't want to start another one up on the issue . I don't think Zenimax handled the matter as well as might be expected an email should have been sent explaining the reasons for the suspension and my friend should have been reimbursed for the time she was unable to play even if it was 24 hours . 

The game itself is a lot of fun and one of the better mmos I have played they are having a few teething troubles but thats to be expected . The gold sellers have been a pain . I keep getting asked to groups by them which is annoying and Zenimax probably are desperate to resolve the issue but in doing so they are being a bit overzealous . 

I'm glad to hear the good news about your friend. And I agree that they are being overzealous (or heavy handed) with the guilty until proven innocent approach. That is very off putting.

I was pleased too but why couldn't they just have sent her an email letting her know why she had been suspended ? It seems to me that it should be a standard practice and the fact no such email was sent is very poor customer relations. 

  Reticulata

Novice Member

Joined: 11/23/05
Posts: 82

4/18/14 9:36:17 PM#25
Originally posted by cheyane
According to Reditt the exploits can be accidental. How do they distinguish between accidental and intentional exploits ?

I can see how this would happen. Right after launch I had a full inventory before I went to bed and was power clicking provisioning foods and other mats into my bank and guild bank, not paying attn. I kept seeing the same items that I knew I added to the bank already, and chalked it up to being half asleep and logged out.

 

I wouldn't be surprised if some people duped random trash items, didn't even realize it and got banned.

 

I have also fallen through the world about 4 times.

  d_20

Hard Core Member

Joined: 1/14/14
Posts: 299

 
OP  4/18/14 9:50:59 PM#26
Originally posted by greatskys

I was pleased too but why couldn't they just have sent her an email letting her know why she had been suspended ? It seems to me that it should be a standard practice and the fact no such email was sent is very poor customer relations. 

Absolutely. That's why it came as a very unpleasant surprise to me when I tried to log in this morning. I would have thought that they would send some sort of email (as Blizzard does). 

  Distopia

Drifter

Joined: 11/22/05
Posts: 15598

"what a boring life, HATING everything" -Gorilla Biscuits

4/18/14 9:55:42 PM#27
Originally posted by d_20
Originally posted by udon
Originally posted by Knotwood
Originally posted by Majic12

Settling Accounts

My account was suspended today as part of this, and it's the first time in 11 years of gaming on six MMOs that I've ever had something like that happen. In classic Kafka form, ZOS has given me no idea of why my account was suspended, it just is and that's that.

After several hours, I'm still waiting for a voice callback and also submitted an appeal as instructed in the official customer support forum, but given that this comes after not playing since last Sunday due to the bank bug, I can't help but see this a clear signal that it's time to part ways for good.

I think I've been reasonably patient with ZOS and ESO, but past a certain point what starts off as reasonable patience becomes unreasonable patience and ultimately leads to dysfunction and grief.

It's unfortunate, because aside from the bugs, spammers, gold sellers, bots and this latest unpleasantness, I really love the game itself. But now that I've been given the boot (for the first time anywhere, still shocked), my main concern is securing a refund with a minimum of hassle -- although with still no word whatsoever back from ZOS, that is looking less likely.

Here's hoping settling accounts won't be as frustrating as staying with the game had been, that I won't have to invoke the Fair Credit Act, and that other former players will see a prompt and fair resolution to this regrettable state of affairs as soon as possible.

Hang in there if you can,  I'm sure we should expect to hear an official statement on this by Zenimax in the next 24 hours.  Or this could end like in age of conan, nobody wants that.

The thing is there are lots of video games just lining up for a chance at my gaming dollars that I could play right now instead so why is Zenimax making it hard for me to continue giving them my money?  I like ESO as a game but the problems since launch are really starting to get annoying even more so than average launch blues to me.  There is nothing wrong with anti cheating systems and they can be a valuable part of a game but you better make damn sure you implement them right which seems to be a recurring problem for Zenimax.  They have lots of good ideas but very piss pour execution. 

Yes. I feel really sad about this because I have been really enjoying this game, in spite of the numerous bugs. I thought the bugs could be fixed in time, since it's so soon after launch. But this mass banning is just too much on top of the unresolved bank/missing items issues I have. It is like rubbing salt in the wound then kicking their paying customers in the teeth.

 

If my account is not reinstated within a reasonable period (I'm thinking 24 hours), I will do a chargeback and seek a full refund on the Imperial CE, since I'm not getting what I paid for. I can't even access my account page to cancel my account because of the suspension. I can't sign into the official forums either, though I noticed that others who have been banned can.  I could only submit a ticket via the connection with my email address. So I will have to handle it through paypal. That will be unfortunate.

 

Anyway, I'm still hoping for the best and looking for any responses you guys might get in the meantime.

The standard industry response time is 48hrs, that's on a normal business schedule. WHen there's something this widespread, I'd add an extra day or two to expectations.

For every minute you are angry , you lose 60 seconds of happiness."-Emerson

It is a sign of a defeated man, to attack at ones character in the face of logic and reason- Me

  d_20

Hard Core Member

Joined: 1/14/14
Posts: 299

 
OP  4/18/14 10:44:28 PM#28
Originally posted by Distopia

The standard industry response time is 48hrs, that's on a normal business schedule. WHen there's something this widespread, I'd add an extra day or two to expectations.

Hopefully, they will compensate for the time lost from the included 30 days.

  mbrodie

Hard Core Member

Joined: 5/15/04
Posts: 784

4/18/14 10:59:45 PM#29

just for the record.. ZOS customer support is terrible and basically useless till it gets escalated to somewhere useful... i feel bad for you all and good luck getting this sorted in a timely manner for anyone who was legitimately banned for no real reason.

 

Edit.. it took them like 2 and a half weeks to abandon a quest in my main story that had bugged out and that was after a 45min phonecall with support who couldnt do anything.. about 12 emails back and forth between support and myself and in the time it took them to abandon the quest so i could re aquire my level 20 story quest that had blocked my level 43 nightblade from progressing into coldharbor and veteran zones, i outleveled him with a sorc.

  SonOfValmar

Apprentice Member

Joined: 1/30/14
Posts: 49

4/18/14 11:27:46 PM#30

Zenimax seems to be running an amateur hour with their support team and subsequent handling of these "exploits". Their tactics are heavy handed which is shown by their action towards those who were having high level characters power level themselves through dungeons. Zenimax's "fix" was to nerf dungeon experience to where you get around 2 exp per mob, just a terrible joke. This kind of action should throw up serious red flags as this team seems unable to delicately deal with issues that are popping up inside the game.

 

Zenimax has done themselves no favors with their PR and they are digging their own grave with such nonsense.

  LadyDe

Novice Member

Joined: 3/16/07
Posts: 7

4/18/14 11:58:20 PM#31

Well I have no idea what I have done wrong, I am Sirt's wife he has been typing about. I am wracking my brain and can think of no good reason for the ban...did I get a duplicate hirling email? I don't know and if I did it is still sitting in the mail so is this my fault? Did i join a gold spamming guild? I don't know was given the option to join 5 guilds so when the invitations were sent I said sure...2 of them had no guild store activity so I left them. Did I fall through the world? Not to my knowledge but the game crashed so much who is to say, but if I did is falling through the world a bannable offense when it is not what you wanted to happen to begin with? I am totally confused, I have been playing mmorpg's since EQ1, 14 years, and I have never been banned or hacked a game.

 

So after 120 dollars for both of our accounts, 30 dollars they insisted on having to play the "free" 30 days. I get banned because their game may have sent me a duplicate email...ridiculous. I want our money back.

  Knotwood

Novice Member

Joined: 2/08/14
Posts: 1112

4/19/14 12:10:30 AM#32
Originally posted by LadyDe

Well I have no idea what I have done wrong, I am Sirt's wife he has been typing about. I am wracking my brain and can think of no good reason for the ban...did I get a duplicate hirling email? I don't know and if I did it is still sitting in the mail so is this my fault? Did i join a gold spamming guild? I don't know was given the option to join 5 guilds so when the invitations were sent I said sure...2 of them had no guild store activity so I left them. Did I fall through the world? Not to my knowledge but the game crashed so much who is to say, but if I did is falling through the world a bannable offense when it is not what you wanted to happen to begin with? I am totally confused, I have been playing mmorpg's since EQ1, 14 years, and I have never been banned or hacked a game.

 

So after 120 dollars for both of our accounts, 30 dollars they insisted on having to play the "free" 30 days. I get banned because their game may have sent me a duplicate email...ridiculous. I want our money back.

Put in another appeal mail to the game, and keep doing it until you get someone who can investigate your account for you.   They might also have had a default response to all the emails they receive.  If you cant get any way on emails, call them!   Your eventually bound to get someone who will look into your account.   Someone said they are investigating all the accounts right now that have had dup items in their inventory.   If your like me and had mules with gear that you are storing up for trait research and bought it though guild stores, odds are you have gotten a piece of dup'd gear or items on your character.    That's all I can say, right now I'm waiting to see what happens also, I sent in three tickets today, two to support and one to the account/billing to appeal.

  LadyDe

Novice Member

Joined: 3/16/07
Posts: 7

4/19/14 12:14:02 AM#33
I got a email after going to support they told me to send another to account/billing. and said it could take 7 days. by tomorrow morning if it is not figured out I am done. You said call them...you have a phone number? I could not find one, cause honestly I thought my account was hacked at first.
  SonOfValmar

Apprentice Member

Joined: 1/30/14
Posts: 49

4/19/14 12:17:03 AM#34
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  Creatorzim

Novice Member

Joined: 11/15/11
Posts: 281

4/19/14 12:18:19 AM#35
Everyday they are losing thousands of subs because of this bullshit. The average TES player is a console player who wants content now. They dont like waiting. Banning them for playing is turning them off of ever getting into an MMO ever again.

  LadyDe

Novice Member

Joined: 3/16/07
Posts: 7

4/19/14 12:23:18 AM#36
Well I cannot tell you why i was banned, my husband joined the same guilds I did, so we can cross that off, was a duplicate email sent to  me? I have no idea if it was I did not ask for it. You really believe that everyone was banned deserved it? I think not. they did a big rash of bannings for no reason and the game will suffer for it. Yes I am totally innocent, If I wasn't do you think after 7 years of being a member here I would be so pissed off after spending 150 dollars that I came here to vent and post? They have 24 hours , after that I want our money back.
  Allacore69

Advanced Member

Joined: 10/25/12
Posts: 878

4/19/14 12:25:20 AM#37


Originally posted by LadyDe
Well I cannot tell you why i was banned, my husband joined the same guilds I did, so we can cross that off, was a duplicate email sent to  me? I have no idea if it was I did not ask for it. You really believe that everyone was banned deserved it? I think not. they did a big rash of bannings for no reason and the game will suffer for it. Yes I am totally innocent, If I wasn't do you think after 7 years of being a member here I would be so pissed off after spending 150 dollars that I came here to vent and post? They have 24 hours , after that I want our money back.

I hope you get it all worked out.

  SonOfValmar

Apprentice Member

Joined: 1/30/14
Posts: 49

4/19/14 12:27:38 AM#38
[mod edit]

"Only explanations" huh? Ah, I see now. You are the type to call people liars simply because you have not had the exact same experiences as others. It was very easy to get the mail duplication glitch because once your bank reset itself you would receive the CE stuff in the mail even if you had already redeemed them. So there is one of your silly issues solved.

For your guild invites issue, the prompt to join a guild can be accidentally pressed. Good on you if you have never pressed a button on accident, but it does happen.

People that having issues falling through the ground can be flagged as exploiters even if they are not, especially if they have had many instances of falling through the world. This problem has come up in other online games before.

[mod edit]

  SirT

Advanced Member

Joined: 2/03/07
Posts: 15

4/19/14 12:28:27 AM#39
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[mod edit]

  Teala

Spotlight Poster

Joined: 6/16/04
Posts: 7433

"Really officer, they're herbs."

4/19/14 12:29:50 AM#40
Originally posted by LadyDe
Well I cannot tell you why i was banned, my husband joined the same guilds I did, so we can cross that off, was a duplicate email sent to  me? I have no idea if it was I did not ask for it. You really believe that everyone was banned deserved it? I think not. they did a big rash of bannings for no reason and the game will suffer for it. Yes I am totally innocent, If I wasn't do you think after 7 years of being a member here I would be so pissed off after spending 150 dollars that I came here to vent and post? They have 24 hours , after that I want our money back.

This is not cool.   I really hope they resolve your issue so you can go back to playing.  It sucks to have something like this happen when it is not fault of your own - especially when you find a game you like.    Even if they don't sort it out in 24hrs, give them a couple of days...I am sure they are swamped with appeals.   It sucks, I know, but have patience and they'll get it fixed I am sure of it.  

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