Not receiving content from Imperial Edition or Explorer's Pack

Mickey_Ox

Is there any further updates for those of us still waiting on the our eso+ perks @ZOS_AmeliaR ?? The support guy kindly credited my account with the crowns upon producing my receipt and confirmation response from sony but he cant help me with the +10% gold/exp etc . Its been 15 days now( half my paid subscription) with no bonuses .

Keith_ESO

ZOS_AmeliaR wrote: »

Hey everyone. We have an update on the Explorer’s Pack and Imperial Edition items some players have reported not receiving. If you’ve already put in a ticket with our Support Team, you should receive an update from them within the next few days regarding this issue.

It’s important to note that the digital items included in the Explorer’s Pack and Imperial Edition are not all delivered to your account in the same way. Before contacting our Support Team, use the helpful information in this knowledge base article to do a thorough check that you are indeed missing these items.

Please also keep in mind that it can take up to 24 hours for the account activation process to complete and your digital items to be delivered. If you recently entered your code for the Imperial or Explorer's benefits and they are missing, please wait 24 hours to ensure the process has been completed. If you do not receive the items after this point, please contact our Support Team and list the specific items you’re missing.

This update applies only to the digital items associated with the Explorer’s Pack and Imperial Edition – specifically, the Imperial White Horse, Pledge of Mara, Mudcrab and Scuttler Vanity Pets, and treasure maps. We are still working to resolve the issue of players not receiving the correct digital perks, including the Explorer’s Pack bonus of playing as any race in any alliance, and the Imperial Edition perks of being able to play as an Imperial and transform items into Imperial styled gear. We’ll provide a further update as more information regarding those perks becomes available. As always, we appreciate your patience and support and assure you we’re working as quickly as possible to get everyone the bonuses to which they’re entitled.

I submitted a ticket about this the day of launch but never replied will I have to submit another ticket or will i still get the update?

coolfish522

ZOS_AmeliaR wrote: »

Hey everyone. We have an update on the Explorer’s Pack and Imperial Edition items some players have reported not receiving. If you’ve already put in a ticket with our Support Team, you should receive an update from them within the next few days regarding this issue.

It’s important to note that the digital items included in the Explorer’s Pack and Imperial Edition are not all delivered to your account in the same way. Before contacting our Support Team, use the helpful information in this knowledge base article to do a thorough check that you are indeed missing these items.

Please also keep in mind that it can take up to 24 hours for the account activation process to complete and your digital items to be delivered. If you recently entered your code for the Imperial or Explorer's benefits and they are missing, please wait 24 hours to ensure the process has been completed. If you do not receive the items after this point, please contact our Support Team and list the specific items you’re missing.

This update applies only to the digital items associated with the Explorer’s Pack and Imperial Edition – specifically, the Imperial White Horse, Pledge of Mara, Mudcrab and Scuttler Vanity Pets, and treasure maps. We are still working to resolve the issue of players not receiving the correct digital perks, including the Explorer’s Pack bonus of playing as any race in any alliance, and the Imperial Edition perks of being able to play as an Imperial and transform items into Imperial styled gear. We’ll provide a further update as more information regarding those perks becomes available. As always, we appreciate your patience and support and assure you we’re working as quickly as possible to get everyone the bonuses to which they’re entitled.

Ye well its been nearly 3 weeks and yet still nothing? And you make us all sit through a massive update so my dog stands straight?? Also where the hell are my 4500 crowns i paid for? Prioritise people! If theres actually people out there moaning about their dog not standing straight im sorry to tell you but you need to get out more!

Vanitytrap

So we get our mounts and pets.... But you still haven't fixed the stuff most people actually got the explorers or imperial packs for, the any race any alliance and imperial perk....

Thanks it's gonna be so comforting to know that I still can't play the game the way I was promised and planned to play it, but hey, who cares! I get a *** mud crab!

And when I get bored of my mud crab I can't even buy another pet, because you decided to just not give me my 30 euro's worth of crowns.

I'd call this a win.

What the *** guys, get your *** together -_-

AceTrainerBean

"We are still working to resolve the issue of players not receiving the correct digital perks, including the Explorer’s Pack bonus of playing as any race in any alliance, and the Imperial Edition perks of being able to play as an Imperial and transform items into Imperial styled gear. We’ll provide a further update as more information regarding those perks becomes available. As always, we appreciate your patience and support and assure you we’re working as quickly as possible to get everyone the bonuses to which they’re entitled."


It is great that you are making progress and actually working on fixing the problem. I hope that you can fix the Race/Alliance problem soon because for a lot of people that is the real issue. We just wanna play the game, our way. Thanks.

AceTrainerBean

I have not received my items (even though I only care about the alliance and race perk) so I sent an email to Support and this is what I got back...

"Greetings!

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited customer support team! We understand you are experiencing an issue with downloading your game.

For best results, please ensure the following:

1. Your PS4 is connected to your router with a network cable instead of WiFi
2. You have setup your DNS appropriately (see below)
a. Go to “Settings”
b. Go to “Network”
c. Select LAN
d. Select “Custom”
e. IP Address Settings = Automatic
f. DHCP Host Name = Do Not Specify
g. DNS Settings = Manual
i. Primary DNS: 8.8.8.8
ii. Secondary DNS: 8.8.4.4
h. MTU Settings = Automatic
i. Proxy Server: Do Not Use

3. You have downloaded all required System Updates for your console

If your issue continues, please refer to Sony customer support for further assistance. Should you have any additional questions please don't hesitate to ask by replying directly to this email for further assistance: https://support.us.playstation.com/app/contact_options/

Best Regards,
The Elder Scrolls Online: Tamriel Unlimited Team"

This does not help and it is not Sonys fault.

AceTrainerBean

At this point I really do feel that people deserve to be compensated for this mess, after it is sorted out of course. The reasons I feel this way are as follows.

- There has been little or no updates on the situation from admins.
- Customer Service has been completely unhelpful and is borderline non existent.
- It is coming up on a month and players have still to receive the items they were sold (which for some players means that they have not yet got to play the game and are past the date to return it)
- Giving us the items we were promised is literally the bare minimum Zenimax could do for their customers and they should prove to their customers that they actually care about them.
- Zenimax sold a service which they have yet to deliver.

It is not enough to ask us to be patient because some of us bought PS Plus and Xbox live just to play YOUR game and we can't because we can't pick our race in the right alliance. I know you might be thinking get over it or just make a character until it is sorted but I don't wanna do that because I will level it up and then have to delete it. You are wasting our money on your game and wasting out internet subscriptions, this alone is a valid reason to compensate the players.

LLD356

Explorer’s Pack or Imperial Edition items not being delivered: We are aware of this issue, and are working on a fix. We do not have any workarounds at this time." I and my brother waiting =_________=

Vanitytrap

AceTrainerBean wrote: »

At this point I really do feel that people deserve to be compensated for this mess, after it is sorted out of course. The reasons I feel this way are as follows.

- There has been little or no updates on the situation from admins.
- Customer Service has been completely unhelpful and is borderline non existent.
- It is coming up on a month and players have still to receive the items they were sold (which for some players means that they have not yet got to play the game and are past the date to return it)
- Giving us the items we were promised is literally the bare minimum Zenimax could do for their customers and they should prove to their customers that they actually care about them.
- Zenimax sold a service which they have yet to deliver.

It is not enough to ask us to be patient because some of us bought PS Plus and Xbox live just to play YOUR game and we can't because we can't pick our race in the right alliance. I know you might be thinking get over it or just make a character until it is sorted but I don't wanna do that because I will level it up and then have to delete it. You are wasting our money on your game and wasting out internet subscriptions, this alone is a valid reason to compensate the players.

Nailed it. My hype for this game is non existent now... Which sucks, because honestly it's a great game.

AceTrainerBean

I agree @Vanitytrap
Sorry if it seems like I am spamming the page but seriously I had to post this. I emailed customer service about not receiving the treasure maps and vanity pet in the way that they specified in the admin post and this is the response I got.

"Greetings,

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited team. In light of the excitement and great demand for ESO TU, we are currently experiencing high contact volume. We encourage you to search our support site at https://help.elderscrollsonline.com for any in-game topics or issues you may have questions about. There are lots of helpful FAQs and links to our social pages.

If you are experiencing any in-game UI issues (including NPC, quest problems and missing crowns/entitlements) can be resolved by logging out for five minutes then back in which will load you into a new game instance.

Additionally, other great resources for in-game mechanics can be found via our forums: http://forums.elderscrollsonline.com/en
There are also many wonderful community wikis:
http://www.uesp.net/wiki/Main_Page
http://elderscrolls.wikia.com/wiki/The_Elder_Scrolls_Wiki
http://elderscrollsonline.wiki.fextralife.com/"

In summary the forums sent me to the email support and the email support is sending me back to the forums... Thanks Zenimax customer support pat yourselves on the back for a job well done...

Vanitytrap

@AceTrainerBean
Don't worry about the spam, someone needs to keep this thread alive. Iv submitted countless tickets since launch day and that's all iv ever got, they just dance around the issue, my two current tickets (one for missing crowns, the other for the missing dlc) have been sitting at the unresolved status for almost two weeks with no answer besides those horrible automated answers, like check your router and ask Sony.

It's super dishearting, all me and a friend wanted was to be in the same alliance as the classes we wanted, in my case imperial, so we payed the extra money, and now coming up on a month later, we both still haven't played.

I'm at the point I'd almost buy the explore pack from the Crown store, but they'd probably not give me my crowns to do that either hah, it's seriously becoming a joke, how badly it's been handled.

AceTrainerBean

@Vanitytrap we are in the exact same situation I have also thought about buying crowns but I doubt we would even get the crowns because I hear people are not even getting those. I think it is amazing that they are continuing to sell stuff in the crown stuff when they still haven't provided people with the content they have already purchased. I have moved onto Batman for the moment I am hoping that when I am finished that my friend and I will be able to play ESO together. Hopefully we both/all get sorted soon enough

SithToKill

I am having the same problem. I purchased ESO: Tamriel Unlimited that included the explorer's pack. I sent customer support a message informing them of the issue and that my race couldn't be in the alliance I wanted that all my friends play in and that I was stuck leveling the race/class I wanted in a different alliance until a fix was implemented. The guy must not have even read the email because he gave me cookie cutter instructions on how to check my network status and to check my port settings. It is that kind of nonsense that infuriates customers. I told him originally that I purchased the game from gamestop and was leveling a character in the alliance I didn't want and he gives me instructions on how to download a digital copy. Excellent customer service! Your job doesn't end when the game gets released.

I uninstalled the game and I am reinstalling it now. It worked for some so we'll see.

coolfish522

Theuy emailed me today asking for loads of details so hopefully ill get my imlerial items and 4000 crowns soon!

Vanitytrap

@AceTrainerBean strangely, there's comfort in knowing someone else shares my suffering! Arkham looks great, iv been killing the time with mkx

@SithToKill iv tried that, no luck for me, hopefully you'll fare better.

@coolfish522 iv had that email, I gave em all the details I could think of, they never replied.

SithToKill

@Vanitytrap update to uninstall/reinstall: did not work haha. Bethesda and Zenimax have fallen greatly on my respectable companies.

coolfish522

@Vanitytrap i got a reply saying my details and problem have been passed up to a higher tier of support basically, im all ready level 50,i dont care much for the imperial edition just want my crowns

Sungam

Same problem here with the explorers pack. It was supposed to open with my preorder. But Didn't !!! I also was charged for coins but haven't received any. !!!!

AceTrainerBean

@vanitytrap I understand it at least we know that their are a few of us which means Zenimax are less likely to sweep this under the rug... I hope... Yeah Batman is amazing. I have yet to play MKX but it looks amazing. Those X-Ray Fatalities

smokemybeef

I still waiting on this fix I have bin sent to speak to Xbox support and they say speak to zenimax this a joke now.


Greetings!

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited customer support team! We understand you are experiencing an issue with downloading your game.

For best results, please ensure the following:

1. Your XBOX One is connected to your router with a network cable instead of WiFi
2. You have forwarded the appropriate ports in your router:
a. 88 (UDP)
b. 3074 (UDP and TCP)
c. 53 (UDP and TCP)
d. 80 (TCP)

3. You have downloaded all required System Updates for your XBOX One

If your issue continues, please refer to your Microsoft support for additional assistance. Should you have any additional questions, please don't hesitate to ask by replying directly to this email for further assistance.

To contact Microsoft support:

http://support.xbox.com/en-US/

Best Regards,
TESOTU Customer Support
07/04/2015 04:58 AM

smokemybeef

Don't think they even read my ticket report

Vanitytrap

@SithToKill totally agree, Bethesda are honestly amazing, I think this is more on zenimax's side, but your right Bethesda could have stepped in.

@coolfish522 I got that reply to, sending it to a specialised group apparently! Iv yet to hear back. I'v played a little bit here and there, but I really wanna get my imperial edition so I van get started with my friends, they're waiting too. Thing I'm annoyed about most is the crowns I didn't receive, I really want that lioness mount before it goes away

@AceTrainerBean I know right! I was freaking out, that I was the only one before I found this thread, still a bit worried tho that Zenimax are stalling, would hate to think they'd just ignore us. Mortal kombat is amazing! So brutal

@smokemybeef most people here all got similar responses unfortunately

coolfish522

@Vanitytrap i hear ye,i was hoping to get the frost horse! And i understand most people want the imperial edition for there character,even if they gave us extra crowns so we could buy it ourselfs

Kingof green

Same, I bought the imperial edition box set, when o entere the code it verified and worked as if it was alright, but it isn't appearing in the game at all
Is there a fix or a solution to this issue, please tell me.

AceTrainerBean

Kingof green wrote: »

Same, I bought the imperial edition box set, when o entere the code it verified and worked as if it was alright, but it isn't appearing in the game at all
Is there a fix or a solution to this issue, please tell me.

Sorry no fix yet and it is very depressing =(

Vanitytrap

AceTrainerBean wrote: »

Kingof green wrote: »

Same, I bought the imperial edition box set, when o entere the code it verified and worked as if it was alright, but it isn't appearing in the game at all
Is there a fix or a solution to this issue, please tell me.

Sorry no fix yet and it is very depressing =(

Very very depressing and straight up ridiculous... Just Scrolled through like a week of Tweets on the official eso twitter, and unfortunately there's very little said about our problem, not sure if people are giving up or just not bothered asking anymore.

@coolfish522 giving out crowns to replace missing content seems like the obvious solution they could have went with for us, I don't know how that side of gaming works but if they gave us enough crowns to purchase our missing items, wouldn't that be quite an easy fix for them?

NeonDragoon

well, depends on what is stoping um been able to just do that mate, o well it all most a month for most people now,

i can only hope people are geting places, atm my ticket is ment to be under evaluation atm, this after load screen capture fro mmy ps4 and proof of purchase screen capture of Digital receipt , not sure if any other have been asked this yet, but o well, can only hope others are lucky on faster Resolves from Zenimax team,

btw, bump

AceTrainerBean

All the guy said to me on the phone was that we would have to wait and that they couldn't give a date for when the issue would be resolved. I just hope that they are actually working on it and that it is a priority.

smokemybeef

It has bin fixed for today I had to give the proof I have the dlc on my Xbox took a pic and poof a few hours later was sorted

smokemybeef

Response By Email (Mark) (07/08/2015 07:55 AM)
Greetings Kirran!

Thank you for contacting me here at The Elder Scrolls Online : Tamriel Unlimited and I am very sorry to hear about the issues that you have run into and please accept my sincerest apologies for my delayed response!

I have had a look into your account and I cant see an explorers pack available on your account. This is not to say that you are not entitled to it but I will need to investigate this further for you. In order to proceed I will need a screen shot of your available entitlements but following the steps below,

Navigate to My Games and Apps
Select Games
Hover over the game you wish to view, then press the Menu button
(this button has three lines on it and is located just under the Xbox button slightly to the right hand side).
Then select Manage Game.
While in manage game you will see all of your entitlements both “Internal” and “Ready to Install” for that game.

As soon as I have this information, I will get straight to work on looking into this for you!

Have a great day!

Warmest regards,
Mark
The Elder Scrolls Online: Tamriel Unlimited
Customer By CSS Email () (07/05/2015 01:33 PM)