Not receiving content from Imperial Edition or Explorer's Pack

Autonamus

I received this completely pointless reply to my support ticket a few hours ago.

Greetings,
Thank you for your patience while we investigated this issue. PlayStation 4 and Xbox One players who purchase the Imperial Edition of The Elder Scrolls Online: Tamriel Unlimited from the PlayStation Store or Xbox Games Store automatically have the Imperial Edition perks applied to their PlayStation Network or Xbox Live Gold accounts. Players who pre-ordered a digital copy of the game and were entitled to the Explorer's Pack automatically received its perks once they registered their accounts and created a character.
Console players who purchase a physical Imperial Edition of ESOTU receive a code in the box that grants them access to the bonuses for that edition. Players can register these codes on their accounts. Players who pre-ordered a physical copy of the game and were entitled to the Explorer's Pack bonuses received codes for the Explorer's Pack from their retailers.
The Imperial Edition perks include the following:
Play as an Imperial: Become an Imperial and play in any Alliance. Gain unique bonuses, crafting styles, gear, and more.
White Imperial horse
Pledge of Mara: complete the Ritual of Mara with a friend and receive an experience bonus when players play together.
Mudcrab Vanity Pet
The Explorer's pack includes the following bonuses:
The ability to play any race in any alliance
A Scuttler vanity pet
Bonus treasure maps that will lead the player to loot
Players can select which vanity pet and mount you wish to use through the Collections menu.
On PS4: To access the Collection Menu, press [Options] and go to the Collections sub-menu.
On Xbox One: To access the Collection Menu, press [Menu] and go to the Collections sub-menu.
To toggle your mount, hold the button that normally brings up the in-game map
On PlayStation 4: Press and hold the touch pad to mount or dismount
On Xbox One: Press and hold the View (Back or Map) button to mount or dismount
The Pledge of Mara and treasure maps are delivered to the first character via mail. Players should access their mail through the Mail menu located under the Social Menu. Players can move these items between characters using their bank. They'll need to open the map containers to place the maps into their bank.

Warm Regards,
The Elder Scrolls Online: Tamriel Unlimited Team

dragonjeff69

I am still having issues. I looked in the mail and still nothing. I am not sure if it when my game froze.

AbioticViper

I got the same BS email as mentioned above.

Nearly made me angry to be honest.

ESO and Zenimax have ALOT of making up to do to earn back my trust. So far I've been very let down not only by the game but customer service team aswell.

Please fix this, its already gone on for too long

Dmbcrimson

Same ridiculous email response to both of my tickets. No, my problem has not been solved. Explorer DLC not functioning. I am now trying to make it through their insane telephone hold time. First try was 2 hours and nothing. This time I'm up to 1.5 hours hold time. Convinced there is no one actually answering these phones.

TMGnrocinu64

a321alec_ESO wrote: »

I pre-ordered TESOTU Imperial Edition a few weeks ago, which also included the Explorer's Pack because it was pre-ordered. Though, upon logging into the game and getting to the character creation screen, I realized that I was not able to make an imperial or play as any race in any alliance. Luckily, my plan was already to play as a Dark Elf in the Ebonheart Pact. I was thinking that maybe it was a small bug, so I didn't mind it. But then when I got into the game, I checked my mail and I had not received the pets, treasure maps, or mount from the two add-ons. I have both installed on my Xbox One, and I also tried deleting and reinstalling them, though I'm still having this issue. Any ideas on how to fix this?

Thank god I thought I was the only one! I sent an email and was told to go to Xbox support... I was on the chat for 50 minutes, and got no help whatsoever

Juriyah

Terrible. 2+ hours per login! Have not received what ExP buffs.

A_Lama_Snackbar

I am on ps4 and have the same issue and got the exact same generic email with no solutions just presuming i havent checked the mail in game ?? really cmon and solve this issue its across platforms and not just with digital copies either. 2 of my friends also have not got their stuff and i have not even received my crowns i bought in game either seriously this is gamebreaking here

coolfish522

HallowNoir wrote: »

I've gotten a reply to my ticket that I wrote at launch. They said SOLVED. I'll quote it here with my reply. By the way, It wasn't solved.

THE RESPONSE
Greetings,
Thank you for your patience while we investigated this issue. PlayStation 4 and Xbox One players who purchase the Imperial Edition of The Elder Scrolls Online: Tamriel Unlimited from the PlayStation Store or Xbox Games Store automatically have the Imperial Edition perks applied to their PlayStation Network or Xbox Live Gold accounts. Players who pre-ordered a digital copy of the game and were entitled to the Explorer's Pack automatically received its perks once they registered their accounts and created a character.
Console players who purchase a physical Imperial Edition of ESOTU receive a code in the box that grants them access to the bonuses for that edition. Players can register these codes on their accounts. Players who pre-ordered a physical copy of the game and were entitled to the Explorer's Pack bonuses received codes for the Explorer's Pack from their retailers.
The Imperial Edition perks include the following:
Play as an Imperial: Become an Imperial and play in any Alliance. Gain unique bonuses, crafting styles, gear, and more.
White Imperial horse
Pledge of Mara: complete the Ritual of Mara with a friend and receive an experience bonus when players play together.
Mudcrab Vanity Pet
The Explorer's pack includes the following bonuses:
The ability to play any race in any alliance
A Scuttler vanity pet
Bonus treasure maps that will lead the player to loot
Players can select which vanity pet and mount you wish to use through the Collections menu.
On PS4: To access the Collection Menu, press [Options] and go to the Collections sub-menu.
On Xbox One: To access the Collection Menu, press [Menu] and go to the Collections sub-menu.
To toggle your mount, hold the button that normally brings up the in-game map
On PlayStation 4: Press and hold the touch pad to mount or dismount
On Xbox One: Press and hold the View (Back or Map) button to mount or dismount
The Pledge of Mara and treasure maps are delivered to the first character via mail. Players should access their mail through the Mail menu located under the Social Menu. Players can move these items between characters using their bank. They'll need to open the map containers to place the maps into their bank.

Warm Regards,
The Elder Scrolls Online: Tamriel Unlimited Team



MY REPLY
No, this issue has NOT been solved.I HAVE ordered a physical copy of ESOTU for XBOX ONE, I HAVE entered the Explorer's Pack code that game with the game and I DO see it attached to my game. I DO NOT have access to any of the items or perks in game or in character creation. This is the FIRST AND ONLY character I have made, I know what to look for and where to look and I DO NOT have it. I would like this problem to be actually solved so I can play the game with the extras that were promised.

Thats the exact email i got from them,completely useless to my problem

kendotheninja

yeah i have the same issue on ps4 ... checked my download library and nothing ... check my in game mail and nothing ... its like i bought a complete over priced bog standard version of the game and this is so fecking annoying!!! please please please bring us an update on this matter im a big elder scrolls fan dont hurt yours or zenimax rep with something as silly as this

TorKnor

Hallownoir I got the same email and was not happy about them sending it as soon as I got the email I came on the game to find it was still not working but yet the company sends me a email saying it fixed how unprofessional. They should know this going make people more upset with this issue we are on day 4 now and just been told lies

Neolink7

I didnt get the same email....maybe they forgot about me

Sslay678

Same mail..

ZeagaX13

TwinStripeUK wrote: »

ZeagaX13 wrote: »

TwinStripeUK wrote: »

Okay, silly question regarding the Explorer pack - you DID check your in-game mail, didn't you? The only reason I ask is that I ended up stumbling across it while running through the menus. The same with my 'racial motifs' pack (which I was convinced I didn't have until I found they'd been added to my inventory).

Forgot to mention, I did get mail for the Imperial, not the explorer's pack. Explorer's pack should have been with the game right from the download since it is needed to make any race in any alliance so it wouldn't make sense why you would have to make a character and have to go into your mail just so you can make another character the way you want them to be. I could just buy the adventurer's pack with my crowns, but why would I pay for something that I should already have? As you can see, I'm quite annoyed.

That's strange - my pack was included as a mail (or at least the additional maps were, the rest was of course included from the beginning). Was yours a physical copy or digital?

My game was a digital download, for some reason the explorer's pack didn't get into my account on ESO. After I bought and finished installing everything, I went to make my character and I could make an Imperial in any race/alliance, but I couldn't make any race in any alliance, which should have already came with my game and not in the mail considering it's needed to make your character. Now you see my point is mainly that it would be like going into WoW with a human to access your mail just so you can make a Worgen, it's a waste of time, a very meaningless waste of time to be exact. By the way, I did receive mail for the Imperial Bonus DLC, but not for the Explorer's pack.

I know everything installed because after I bought the 100$ digital download, in my downloads queue for Xbox One, I had three items, the game itself, the Imperial bonus pack, and the Explorer's pack. Then, I watched right after the game finished installing as everything else installed and said "Ready to launch" as with all things you download on Xbox One. I don't know why it glitched on me, my friends pre-ordered practically the same thing, the only difference is the one I got was a little higher and came with 5,500 crowns... Still irritates me how they still haven't fixed this issue yet... At least now the servers aren't as bad as they were the first few days on launch right?

ZeagaX13

TwinStripeUK wrote: »

Thundermind777 wrote: »

Thundermind777 wrote: »

My preorder XB1 had a scan/code card for the Imperial content, but nothing for the ExP. Gamestop rep gave me Bethesda's # 301-926-8300, telling me they (Bethesda) are aware of preorders missing ExP codes and would respond. Not that it helps me, being as I'm one of the many who can't see/hear a quest giving NPC.

I did however get the maps (I believe it was though the ES mail) I was pretty drunk by the time (8hrs+) it was done updating where I could create my character.

I fixed the 'silent/invisible NPC' bug with a cold boot of my system. Not sure if that helps at least one part of your problems?

I had this issue doing a quest the other day. If you hard-quit the game and restart it, it respawns them as well. I didn't have to restart my console.

ZeagaX13

Neolink7 wrote: »

I like how when you email customer support they remind you that there are actual human beings with hopes and dreams on the other end yet the only response I got was to contact Microsoft.

Which makes zero sense. The explorer pack shows as an installed add-on.

I received everything in the pack except for the treasure maps (they were not attached to the in-game email).

How is Microsoft going to fix that? Mail me the maps they don't have access to?

Part of me just wants to buy them in the crown store and say screw it but I've already dumped enough on this game (Imperial pay wall and Explorer).

Don't do that, you'll just be enforcing their **** up. If they ever do get it fixed and you are given the content, then you'll have just ended up wasting money because who knows if they'll refund it. Honestly, I wanted to as well, but then I thought, "Why feed a puppy a treat when he makes a mess on the floor?"

ZeagaX13

This is so incredibly infuriating how many people are having this issue yet all you guys are doing is saying "We're working on it." along with sending out these robot generated emails! So, not only did you absolutely **** up your launch, you don't even have the common courtesy to talk to the people having these issues? The people who paid for something you should have had in way better condition than it launched in? When you sell ANYTHING, it should be in tip top shape and WORKING. Now games have trouble with servers on launch sometimes, but this was just terrible. Don't even get me started on the DLC issues! Never have I EVER, seen a game where the DLC DOESN'T WORK. Pretty much you sold us the equivalent to a placebo. A medication that does absolutely nothing. However, then again Placebo's are used for Psychological Benefit/Treatment meaning they actually do do something meaning placebos do more than your DLC does! Good job!

Instead you tell us what we're supposed to get and then that supposedly solves the issue? Absolutely great game, really!!! Way to flippin' go guys you did an amazing job! Excellent servers, Excellent DLC access, Excellent customer support... Oh wait... we must be stuck in an opposite universe because the servers, DLC access, and the customer support is no where even near acceptable.



If this isn't fixed by next Tuesday, a whole WEEK after launch...


You don't even need me or anyone to tell you what that says.

chrisjames94

Lmfao wow I got that same stupid ass email lmao I stated clearly the dlcs aren't working and than they send me that same stupid email lmao wtf is that about

BadMeetEvlShady

got my refund without no problem. I plan on getting this game maybe after they fix this issue. I don't blame them for the lag or the long line to get in a server somewhat used to this type of stuff at launch but when you don't get what you paid for is unacceptable and moraly wrong to not fix or even give us decent updates on the issue. good luck everyone this was my last pre order of a game after all the bad launches on new consoles.

TorKnor

Hope they give us a update today

AbioticViper

Wheres our update on the issue ?

We payed good money for this game at least have the decency to keep us informed.

Or better again fix the issue.

DookieInYourHat

still no update? wtf. all my friends are level 10+ already.... un effing real.

Daviid1010

I have the same problem. A few of my friends have this issue too. I also bought an eso plus subscription which I haven't received yet. I hope they fix it soon

LLD356

a321alec_ESO wrote: »

I pre-ordered TESOTU Imperial Edition a few weeks ago, which also included the Explorer's Pack because it was pre-ordered. Though, upon logging into the game and getting to the character creation screen, I realized that I was not able to make an imperial or play as any race in any alliance. Luckily, my plan was already to play as a Dark Elf in the Ebonheart Pact. I was thinking that maybe it was a small bug, so I didn't mind it. But then when I got into the game, I checked my mail and I had not received the pets, treasure maps, or mount from the two add-ons. I have both installed on my Xbox One, and I also tried deleting and reinstalling them, though I'm still having this issue. Any ideas on how to fix this?

I have the same problema , I'm hoping that it fixed...

Beautifulx11

I'm also having the same problem I have both installed but I have no access to my imperial or explorers content

dalooney

Same here. Can't see any explorer stuff or my ESO plus monay. I spent a lot of money for this intangible stuff guys...

DueceDropper22

So was my Explorers pack suppose to automatically download with my pre order of eso? Also how will I know if it did infact install?

cab0218

Support sucks right now with the canned e-mails. I expected real support.

LLD356

They did not have contemplated that there was a big demand for playing the game,?

kendotheninja

BadMeetEvlShady wrote: »

got my refund without no problem. I plan on getting this game maybe after they fix this issue. I don't blame them for the lag or the long line to get in a server somewhat used to this type of stuff at launch but when you don't get what you paid for is unacceptable and moraly wrong to not fix or even give us decent updates on the issue. good luck everyone this was my last pre order of a game after all the bad launches on new consoles.

what did you do to get a refund? is there a number we can call to speak to a real person instead of a crappy generic email?

coolfish522

Dunno how he got one, i spoke to 3 different people on playstation support and they all said i need to speak with bethseda support and get a reference number before they can give me one