Imperial Upgrade, not very happy

roltus

I haven't played the game for a long time, not since it changed from a compulsory sub. I thought I'd get back into it. I'd spent my Crowns to upgrade to the Imperial edition; I installed the client, then found that I didn't have access to it. Support has told me that because I paid for it on the US megaserver, I can't have access to it on the EU server.

This seems pretty ridiculous at best. It's an account upgrade, I have one account. Nowhere did it say that this account upgrade only works on half my account. Why am I expected to buy an upgrade twice? If it's separated like this, then Crowns should be duplicated on both servers. Instead Crowns are shared between the two servers, but stuff you buy is not. This is very unfair.

roltus

I asked them why an account upgrade didn't actually upgrade my account, just one megaserver, and why if I had upgraded before crowns came in, I wouldn't have been expected to pay for it twice, and I just got a generic "Sorry, we can't help you with your problem" response back.

If this is the level of service the game has dropped to, I'm not sure I will come back after all. Really not impressed.

ItsGlaive

I always thought the Imperial upgrade was account wide. I bought the physical imperial at launch, and that is account wide.

Totally understand mounts, costumes and other fluff not transferring to the other server, but I've got to say, I'm gobsmacked that they're expecting you to purchase and imperial upgrade for each server mate.

Niaver

You should get refund.

roltus

Xabien wrote: »

I always thought the Imperial upgrade was account wide. I bought the physical imperial at launch, and that is account wide.

Totally understand mounts, costumes and other fluff not transferring to the other server, but I've got to say, I'm gobsmacked that they're expecting you to purchase and imperial upgrade for each server mate.

Yeah, it was a real account upgrade when the game was sub-only, same with the explorer's pack. They still list it as an account upgrade, but it's only a "megaserver upgrade".

edit: Here is the full response to my question about why the upgrade hasn't in fact upgraded my account:

"Unfortunately we will not be able to help you in your request. If you have any additional questions please do not hesitate to contact us."

roltus

Niaver wrote: »

You should get refund.

I replied to them, saying the basic situation: they sell two editions of the game, standard and imperial, neither of which is related to the megaserver you use. They also sell a digital upgrade to the imperial edition which they say upgrades your account, but it does not.

I asked for the upgrade to be applied to my account properly (both servers) or a refund.

They said no.

ItsGlaive

That's actually pretty disgusting I've got to say. It's meant to be an account upgrade. That's low, really low.

Mait3rz

If you paid by card, and the digital version does state ACCOUNT UPGRADE do a not as described chargeback through your bank and take some screenshots of the item. You'd need to have a quick look through t&cs too.

Edit: although they could very well have your pants down here as you purchased crowns that they provided. You then used the crowns to purchase the upgrade.

zornyan

Pretty sure T&C state that all purchases are for that specific megaserver

Danikat

I'm really surprised by this because I purchased a boxed normal version of the game back in February 2015 and upgraded to the Imperial Edition via the website (the account link at the top of this page) shortly before they introduced the crown store and that does apply to both servers.

It seems extremely confusing that whether it's tied to one server or works on both depends on how you buy it. It really should be consistent since in all other ways it's the same product.

If I was you I'd definitely ask for your crowns back, and if you purchased crowns only to get the Imperial Edition I'd ask if you can have the money back as well, but as someone else mentioned that may not be possible.

Rosveen

It's because all crown store content is accessible only on the server it was bought on. If the Imperial upgrade was still sold directly through their website, we wouldn't have this problem. They really should separate account upgrades from fluff (and include DLC in the first category).

That said, I believe customer support can move your IE upgrade from one server to another if you explain you logged in on the wrong one. They've done so in a similar case before. However, I understand why they refused your refund request: you gave them two options, but the first is 100% impossible and the second has them pay for your mistake (you should have read the crown store rules before purchase). Or if you wanted a monetary refund instead of crowns, then it's another thing they simply cannot do.

The rules suck, but they're still the rules.

Alucardo

Xabien wrote: »

Totally understand mounts, costumes and other fluff not transferring to the other server, but I've got to say, I'm gobsmacked that they're expecting you to purchase and imperial upgrade for each server mate.

I fully agree with this.

roltus

zornyan wrote: »

Pretty sure T&C state that all purchases are for that specific megaserver

It's irrelevant if it does or not. The marketing is very clear, it says the account upgrade gives you all the perks you get from the digital imperial edition. This is both in game, and on the website advertising. The imperial edition has no restrictions on megaservers, it provides a single account with access to both, and this does not. You cannot legally sell something that doesn't match its description and then rely on T&Cs to create loop holes, because T&Cs can only act within the law.

For anyone interested, here are the UK details. Legalese, but easily readable.

"Every contract to supply digital content is to be treated as including a term that the quality of the digital content is satisfactory ... The quality of digital content is satisfactory if it meets the standard that a reasonable person would consider satisfactory, taking account of (a) any description of the digital content, ...

Relevant circumstances include any public statement about the specific characteristics of the digital content made by the trader, the producer or any representative of the trader or the producer. That includes, in particular, any public statement made in advertising or labelling. ...

If the digital content does not conform to the contract, the consumer’s rights (and the provisions about them and when they are available) are— (a)the right to repair or replacement, (b)the right to a price reduction ...

A term of a contract to supply digital content is not binding on the consumer to the extent that it would exclude or restrict the trader’s liability arising under any of these provisions— "digital content to be as described" ...

i.e. the law does not allow T&Cs to 'override' basic consumer rights, such as a product matching its advertising.

Artjuh90

ZOS only cares about $ the longer you play the more obvious it becomes

Shogunami

ZOS screw over their customers and fans time and time again.

ZOS has stolen money from you, they have tricked you and they get away with it. This is proof that ZOS is a worthless company that lie and abuses their customers.

roltus, it sucks to hear that you got tricked by ZOS. But trust me when I say that there is nothing in this game that is even remotely worth the time compared to other MMOs. It's the same as it was over half a year ago, only worse - in mostly all ways.
It saddens me that I even write this, but it's the blatant truth..

Enodoc

Rosveen wrote: »

It's because all crown store content is accessible only on the server it was bought on. If the Imperial upgrade was still sold directly through their website, we wouldn't have this problem. They really should separate account upgrades from fluff (and include DLC in the first category).

I completely agree with this. The best way to do that would be to move them out of the Crown Store and back into the Online Store (where the Upgrade used to be).

ItsGlaive

Enodoc wrote: »

Rosveen wrote: »

It's because all crown store content is accessible only on the server it was bought on. If the Imperial upgrade was still sold directly through their website, we wouldn't have this problem. They really should separate account upgrades from fluff (and include DLC in the first category).

I completely agree with this. The best way to do that would be to move them out of the Crown Store and back into the Online Store (where the Upgrade used to be).

This didn't even occur to me but yep, seems like the root cause of the issue. Guess this means that DLC is also server specific rather than account wide? I'm subbed atm but when that expires, guess I won't ever be buying any DLC :P

MrDerrikk

I bought the Imperial Edition off Steam and it's account-wide, so I guess it's just everything bought on the Crown store is not account-wide. Yet another reason for me to never go to the NA side...

Enodoc

Xabien wrote: »

Enodoc wrote: »

Rosveen wrote: »

It's because all crown store content is accessible only on the server it was bought on. If the Imperial upgrade was still sold directly through their website, we wouldn't have this problem. They really should separate account upgrades from fluff (and include DLC in the first category).

I completely agree with this. The best way to do that would be to move them out of the Crown Store and back into the Online Store (where the Upgrade used to be).

This didn't even occur to me but yep, seems like the root cause of the issue. Guess this means that DLC is also server specific rather than account wide? I'm subbed atm but when that expires, guess I won't ever be buying any DLC :P

Yep, DLC is server-bound too.

Zerok

If you paid by credit card, ask your financial institution for a chargeback.

You paid for a service you did not receive.

I don't know in what country you live, but I'm pretty sure ZOS refund policy can't surrogate your consumer protection laws.

Merry

wow, are you sure the dlc is server bound?

M

roltus

Zerok wrote: »

If you paid by credit card, ask your financial institution for a chargeback.

You paid for a service you did not receive.

I don't know in what country you live, but I'm pretty sure ZOS refund policy can't surrogate your consumer protection laws.

They can't - it's written out explicitly in UK law (which Zenimax must abide by in the UK).

I don't want to go the route of chargebacks, threatening or quoting the law at them, but they are being completely unreasonable and are unquestionably in the wrong here.

I think they should escalate this, because I am quite willing to make formal complaints if necessary.

icontested

Rosveen wrote: »

It's because all crown store content is accessible only on the server it was bought on. If the Imperial upgrade was still sold directly through their website, we wouldn't have this problem. They really should separate account upgrades from fluff (and include DLC in the first category).

That said, I believe customer support can move your IE upgrade from one server to another if you explain you logged in on the wrong one. They've done so in a similar case before. However, I understand why they refused your refund request: you gave them two options, but the first is 100% impossible and the second has them pay for your mistake (you should have read the crown store rules before purchase). Or if you wanted a monetary refund instead of crowns, then it's another thing they simply cannot do.

The rules suck, but they're still the rules.

Ok mom

LMar

Merry wrote: »

wow, are you sure the dlc is server bound?

M

Yes, if you buy Orsinium in EU server you will not have it on the NA server.

roltus

icontested wrote: »

Rosveen wrote: »

It's because all crown store content is accessible only on the server it was bought on. If the Imperial upgrade was still sold directly through their website, we wouldn't have this problem. They really should separate account upgrades from fluff (and include DLC in the first category).

That said, I believe customer support can move your IE upgrade from one server to another if you explain you logged in on the wrong one. They've done so in a similar case before. However, I understand why they refused your refund request: you gave them two options, but the first is 100% impossible and the second has them pay for your mistake (you should have read the crown store rules before purchase). Or if you wanted a monetary refund instead of crowns, then it's another thing they simply cannot do.

The rules suck, but they're still the rules.

Ok mom

Thankfully, Consumer Rights Act 2015 > mom

roltus

Well, I asked for them to escalate it and I got another generic response ignoring what I actually said and just repeating that I need to purchase the upgrade twice if I want to play it on both servers.

@ZOS_GinaBruno - I have asked via my ticket for this to be escalated, and it is clearly going nowhere, since my comments are not being addressed at all. This is the final attempt to get some kind of sensible solution to this before making formal complaints to Zenimax and trading authorities, as nobody likes to waste their time.

nine9six

BULLSH**!

dimensional

Wow that is pretty scummy. I really hope you get proper compensation... I can't believe they'd restrict access to their upgrades in such a way.

Enodoc

roltus wrote: »

Well, I asked for them to escalate it and I got another generic response ignoring what I actually said and just repeating that I need to purchase the upgrade twice if I want to play it on both servers.

ZOS_GinaBruno - I have asked via my ticket for this to be escalated, and it is clearly going nowhere, since my comments are not being addressed at all. This is the final attempt to get some kind of sensible solution to this before making formal complaints to Zenimax and trading authorities, as nobody likes to waste their time.

Just so I can be clear - what do you actually want them to do? They've already stated that they cannot apply the upgrade to both servers. So is a refund the next thing you want to push for? If so, you need to skip past the ZOS ToS (which says they won't provide refunds except as required by local law) and find that local law which explains the legal standing for refunds in your region. I'm assuming "product not as advertised" is the angle you're going for, so you need to specifically find the references to the product which are misleading; ie, all references which mention the upgrade being account wide. You should also be aware of certain things which will not help your case, since ZOS will likely try to bring any of them up against you. For example, this one: https://help.elderscrollsonline.com/app/answers/detail/a_id/31139/
Crown Store purchases are server specific. As such, upgrades like the Imperial upgrade or the DLC game packs are server specific as well. In order to play the content on both servers, you must purchase the content on both servers.
That's a very clear-cut statement, so you'd need to find something which directly counters it in your evidence of misleading advertising.

roltus

Enodoc wrote: »

roltus wrote: »

Well, I asked for them to escalate it and I got another generic response ignoring what I actually said and just repeating that I need to purchase the upgrade twice if I want to play it on both servers.

ZOS_GinaBruno - I have asked via my ticket for this to be escalated, and it is clearly going nowhere, since my comments are not being addressed at all. This is the final attempt to get some kind of sensible solution to this before making formal complaints to Zenimax and trading authorities, as nobody likes to waste their time.

Just so I can be clear - what do you actually want them to do? They've already stated that they cannot apply the upgrade to both servers. So is a refund the next thing you want to push for? If so, you need to skip past the ZOS ToS (which says they won't provide refunds except as required by local law) and find that local law which explains the legal standing for refunds in your region. I'm assuming "product not as advertised" is the angle you're going for, so you need to specifically find the references to the product which are misleading; ie, all references which mention the upgrade being account wide. You should also be aware of certain things which will not help your case, since ZOS will likely try to bring any of them up against you. For example, this one: https://help.elderscrollsonline.com/app/answers/detail/a_id/31139/
Crown Store purchases are server specific. As such, upgrades like the Imperial upgrade or the DLC game packs are server specific as well. In order to play the content on both servers, you must purchase the content on both servers.
That's a very clear-cut statement, so you'd need to find something which directly counters it in your evidence of misleading advertising.

I think I've made things more than clear in various posts on this thread, regarding what the problem is, what the solutions are, and how local law relates to it (post 13). I could repeat it all, but there's little point when it's all right here.

Enodoc

roltus wrote: »

Enodoc wrote: »

roltus wrote: »

Well, I asked for them to escalate it and I got another generic response ignoring what I actually said and just repeating that I need to purchase the upgrade twice if I want to play it on both servers.

ZOS_GinaBruno - I have asked via my ticket for this to be escalated, and it is clearly going nowhere, since my comments are not being addressed at all. This is the final attempt to get some kind of sensible solution to this before making formal complaints to Zenimax and trading authorities, as nobody likes to waste their time.

Just so I can be clear - what do you actually want them to do? They've already stated that they cannot apply the upgrade to both servers. So is a refund the next thing you want to push for? If so, you need to skip past the ZOS ToS (which says they won't provide refunds except as required by local law) and find that local law which explains the legal standing for refunds in your region. I'm assuming "product not as advertised" is the angle you're going for, so you need to specifically find the references to the product which are misleading; ie, all references which mention the upgrade being account wide. You should also be aware of certain things which will not help your case, since ZOS will likely try to bring any of them up against you. For example, this one: https://help.elderscrollsonline.com/app/answers/detail/a_id/31139/
Crown Store purchases are server specific. As such, upgrades like the Imperial upgrade or the DLC game packs are server specific as well. In order to play the content on both servers, you must purchase the content on both servers.
That's a very clear-cut statement, so you'd need to find something which directly counters it in your evidence of misleading advertising.

I think I've made things more than clear in various posts on this thread, regarding what the problem is, what the solutions are, and how local law relates to it. I could repeat it all, but there's little point when it's all right here.

OK fair enough, but you still need a direct example of their misleading advertising that goes against what I quoted from the support site, otherwise you're unlikely to get anywhere.