No imperial addition stuff !

john.dale.gunningb16_ESO

Hay whats going on with this crap, i have the game a few days now
and not a thing i payed for is there, no extra race no free race choice for the factions and no horse nothing !
yet i see other people running around with it all and here i am after forking out the best part of 100 euro and for
what feck all, cant even get a refund because i got it on the psn store. Im getting fairly frustrated at this stage.

Do some thing or start offering refunds.

dudenamedchris

Call customer support. Complaining on the forum is not the way to handle or resolve your issue.

DirtyDubs

Surely the technical support for PS4 forum is the place to express these issues. Calling an international support number isn't an option for everyone.

@john.dale.gunningb16_ESO - Unfortunatley this is a common issue, one that Zenimax seem to be ignoring. Sony are issue refunds if you can show you've tried to communicate with Zenimax. Not sure how long they'll keep that up.

http://forums.elderscrollsonline.com/en/discussion/178760/ten-days-and-still-not-received-eso-plus-or-imperial#latest

ZOS_TristanK

Hey, folks. We are aware and actively investigating this issue. We certainly understand your frustration, but we encourage you to reach out to our Support Team for now: https://help.elderscrollsonline.com/app/ask

OzJohnD

Interesting to see accusations that Zenimax are ignoring this ... they have reported they know its a problem, they haven't fixed it yet, they have not got a work around yet, they will (when they can) fix it.

As a reminder the game is still playable without the Imperial Edition stuff, its nice to have access to the horse early though and if you regularly play with a friend, the Rings of Mara for an XP boost is also nice. Playing as Imperial is not that critical especially when starting out.

The frustration is understandable, but its not money lost at this stage, its simply access to bonuses not yet available when they should have been.

Hope Zen finds a fix soon, and if they are smart, will offer some compensation such as Crowns (given not eveyone has a subscription that can be extended for free)

DirtyDubs

OzJohnD wrote: »

Interesting to see accusations that Zenimax are ignoring this ... they have reported they know its a problem

Zenimax are ignoring plenty of players. On launch day I sent my initial query regarding the missing features that I paid for. Since then I've received 1 auto response email asking me to contact Sony and 2 completely off topic emails that didn't relate to the actual issue. I have however explained the issue to them on 4 separate occasions. Them saying they are aware of the issue isn't good enough without giving a timeframe as to when they'll fix it. If they're not sure that they can then that needs to be communicated so customers can look at getting refunds. Simple fact is that some people have not be given the product that they paid for.

OzJohnD wrote: »

they haven't fixed it yet, they have not got a work around yet, they will (when they can) fix it.

It's nearly 2 weeks now so whats acceptable? 3 weeks, 6 weeks, 12 weeks? You can't say that any of those timeframes are an exaggeration as Zenimax have not communicated anything substantial regarding the issue. It simply isn't good enough.

OzJohnD

To be honest, any wait time is unacceptable. But the reality is that somewhere the system is broken, and the until cause is found and a fix is created there is not much Zenimax can do. Actually not quite right, they can get a better customer service response organised with apologies and indication of some in game compensation being planned.

The automated email replies via email is poor form. It means no one is reading the content of the emails properly and that also needs to be addressed.

Less than satisfactory customer service is not quite the same as ignore. Terrible delays in responses due to overwhelmed customer service is not quite the same as ignore.

People who purchased Imperial digital who aren't getting the Imperial bonuses have a right to be annoyed, but the game is playable without them while Zenimax finds a fix.

I would be curious to know if every Imperial digital purchase is broken or only for some people. I would be interested to know if store purchased Imperial editions installed from disc are working. I know that in my case, a PC -> console transfer, that my Imperial and Explorer editions combined do work on console.

Again, hopefully Zenimax fixes soon.

Mickey_Ox

OzJohnD wrote: »

I would be interested to know if store purchased Imperial editions installed from disc are working.

There not, i bought the physical collectors edition and got nothing delivered in game, bought eso+ aswell and still recieved nothing. Its the the clear lack of respect by the either no response or the copy and paste response which make it evident they didn't even read our tickets.

You have the help page telling us our tickets wont be dealt with by a computer but rather a person with hopes and dreams blah blah blah and 5 minutes later getting an automated response telling us contact sony?

Bugs and glitchs i get especiAlly with a new game but the complete lack of respect by the staff is whats ****ing me off the most. 5 days waiting for a response to get a copy and paste direct from the help page?? Zos deserve all the grief there getting and then some till we get some answers and treated with a little dignity

AbioticViper

ZOS_TristanK wrote: »

Hey, folks. We are aware and actively investigating this issue. We certainly understand your frustration, but we encourage you to reach out to our Support Team for now: https://help.elderscrollsonline.com/app/ask

I've contacted support numerous times. They have no idea whats going on, why its broken, or when it will be fixed other then it will fixed when its fixed.

Complete joke, I can understand bugs and sever issues. But I payed extra money for product with features that would give a head start and allow me to play as the character I wanted in a chosen fraction I wanted.

I received nothing. So disappointed as this should of never been an issue in the first place.

OzJohnD

Mickey_Ox wrote: »

OzJohnD wrote: »

I would be interested to know if store purchased Imperial editions installed from disc are working.

There not, i bought the physical collectors edition and got nothing delivered in game, bought eso+ aswell and still recieved nothing. Its the the clear lack of respect by the either no response or the copy and paste response which make it evident they didn't even read our tickets.

So purchased disc installations not working indicates a serious problem with their system, and I'm even more confused why my PC transfer ones work but the console purchases don't. This suggests to me a very poor testing process - should not be happening.

And you are right, its time Zenimax interrupt the automated responses and start taking on a real customer service approach to what is clearly a widespread issue.

I know that one of the reasons why the moderators have not responded in detail here will be they are under firm instructions from their managers, who will no doubt be under firm instruction from the business's legal team.

Goodwill is better than keeping closed about this.

It will be fixed ... eventually ... meantime the frustration of those who paid good money for an expanded version to play day one and are stuck with the basic version is evident. The Zenimax bug hunters and programmers must be pulling their hair our trying to work out what went so badly wrong.

derwin0

Ironically, the imperial edition stuff was the only thing that worked for me. The game itself kept crashing within 5-10 mins of play though.

ZOS - call Sony
Sony - call the Publisher
rinse
lather
repeat

john.dale.gunningb16_ESO

i contacted support asking for the issue to be addressed with my purchase but no reply yet, i also contacted psn support the irish one asking about a refund and got stone walled by some arse with a bad attitude, i mean you sell some one a product for 79.99 i dont expect to get the one i could have gotten for cheaper. I would have expected this sort of crap if it was the first time you launched this game but this is actually the 3rd launch if you count the pc launch the buy 2 play launch and now the console launch this should not be happening and an actual update on whats being done about would be preferred to some open ended we are aware of it statement.

gamsir

Just to make sure;
You did go into 'social' -> 'mail' and activate the email to get the items right?
Activation of stuff or guild vendor bought stuff isn't really explained very good.
If you did already just ignore and move on - good luck

mpec82

ZOS_TristanK wrote: »

Hey, folks. We are aware and actively investigating this issue. We certainly understand your frustration, but we encourage you to reach out to our Support Team for now: https://help.elderscrollsonline.com/app/ask

Are you also *** aware of THE PRISONER OF JATHSOGUR quest bug that is preventing AD alliance from going on with the game?

You had more than a year from PC to console launch, how is it *** possible that there are still so many BIG bugs? At least answer "we are aware and working on it".

john.dale.gunningb16_ESO

Last Friday I contacted support via the link supplied above its Monday no response, I made in game support tickets no reply this is taking the ***

john.dale.gunningb16_ESO

So after all this time I Finally get a reply and it's a copy paste mail has absolutely nothing to do with anything I said, this is really startinh to *** me off!

GodlessMimicry

Count yourself lucky you got a reply. I submitted a ticket over two weeks ago and got no reply but have been sent three surveys about how my customer support experience was.

SavageHenry

ZOS_TristanK wrote: »

Hey, folks. We are aware and actively investigating this issue. We certainly understand your frustration, but we encourage you to reach out to our Support Team for now: https://help.elderscrollsonline.com/app/ask

Your support team will either tells us to contact Sony, or direct us here via copy paste email. and what do we find here, you telling us to contact support. so what now? do we just keep running this circle hoping we get what we paid for at some point in the future?

linkin120289

So here i am. Another unhappy costumer. I've bought imperial collector edition of the game (physicial) and got nothing in game. as mentioned above. I wrote to customer support, both of ESO and PSN. PSN said that i have to contact game publisher support.


Also. I bought my copy of game in gamestop Ireland like few more here. Worst thing that i wont start playing, because i want to be imperial race ...


130 euros went for nothing so far

prodigyofomega

People who complain about the devs fixxing stuff think u cpuld do a better job then the people qho are currently working to get the problem resolved go make a game urself if ur so perfect have some respect and wait they are obviously going to compinsate for lost time

linkin120289

prodigyofomega wrote: »

People who complain about the devs fixxing stuff think u cpuld do a better job then the people qho are currently working to get the problem resolved go make a game urself if ur so perfect have some respect and wait they are obviously going to compinsate for lost time

Yea its easy to say "go make ur own game" lol. I paid for a product and it is not working they way at is should work.

also 130euros is a bit of money for a single game isn't it ?

GodlessMimicry

prodigyofomega wrote: »

People who complain about the devs fixxing stuff think u cpuld do a better job then the people qho are currently working to get the problem resolved go make a game urself if ur so perfect have some respect and wait they are obviously going to compinsate for lost time

You don't have to be better at something than someone to acknowledge that they are doing a poor job at it. Also, the fixing of the game isn't the heated issue really, its the incompentense and disrespect from support.

linkin120289

still not having the asnwer from support since 22/jun/2015.


are support stuff having holiday now ? or weekend start earlier this week ?