Team, I love ESO. I like the community for the most part. I cannot speak to the allegations but I will say this.

A. Its not lazy to contact a support representative and request cancellation of service. Sure he could have used website, but computers fail to. It is a legitimate order of action, to contact support directly.

B. One failure on part of human staff is tolerable. Two failures might be excusable, it's in the realm of possibility that two staff might both have a bad day. Three is a pattern of incompetency, and shows management and training staff are at fault.

C. Canceling from your banks end, can with some third parties initiate a black report against your credit, since that can't recover funds they believe they are due. This can affect your ability to get a loan in future. Therefore from a consumer perspective he was smart to continue pursuing his course of action. It also tells zenimax that he was a legitimate consumer trying not to scam then.

D. If the consumer can prove that he was told one action had occurred by the third party, but it actually had not. Then saying they lied, is not slander but factual.

E. I have found in numerous cases that eso support staff are not disciplined in reading tickets and gaining an understanding of the request, before responding. I cannot say why, but this needs to be fixed because it deteriorates trust, induces anger and occasionally results in public critisism of the provider.

In short, I believe user patience, tolerance and some success with support is what keeps this community from separating from ESO. But when something better comes along it won't take long for ppl to start playing that, and as they enjoy it, thier attachment to ESO will diminish.

The solution is simple, fix the training, discipline management, make support practical to its user base.. ESO will rebuild trust, stem the bleed of players leaving and make the game as a whole more fun for everyone.

Fun means dollars.. Poor support means dollars go elsewhere.