Issue with account and early access keys

Meryl_Scarlett

Update: 21 hours and counting since I've heard from support

Hey, I've been trying to get ahold of someone in support since last night, because I'm missing precious gameplay time, but here's a summary of my current issue.

I submitted a question to support last night around nearly 9pm stating that my account has a 3-day early access code associated with it and that a friend had given me a 5-day early access code and the support personnel had said that they could switch the keys around and asked for the information they needed in order to do so.

After sending the required information, it is now 1:15pm the next day and I still have yet to hear anything

For reference, my question number is 140329-003943

gabriel.luchsb14_ESO

I was not given an early access code form the store that I preorder my game from because I preordered it before the keys were given out. I did not know this until. Thursday night I to went to the store to get the code and they were not able to give me any answers, but directed me to call there corporate office which I promptly did. They told me that they were not given enough 5 day codes to give out and had therefor run out of the codes and asked that I contact Zeimax to possibly get what I had paid for. So I requested a phone call and received an email instead stating:

Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 120 hours.

We look forward to working with you again should you need us!
Subject
I purchased the Imperial edition from my local Game Stop. This was before the co...

Response By Email (Alfonza) (03/28/2014 09:43 PM)
Hello

I know its frustrating, getting bounced around like this, it seems to be an emerging issue with game codes a few customer have recently received their codes.

Thank you for your continued interest and support!

Warm Regards,
Alfonza- Account specialist for the The Elder Scrolls Online
Customer By CSS Web (Gabriel Luchs) (03/28/2014 06:15 PM)
I purchased the Imperial edition from my local Game Stop. This was before the codes were given for the 5 day prepay. So I stopped by the store to find out how I could get the code. The manager there could not find out how I could get it and he referred me to there corporate office to see if I could get the 5 day code from them. I did that and they said that they were not given enough codes for the 5 day. I paid for the 5 day code, so I would like what I paid for.
Question Reference # 140328-003237
Date Created: 03/28/2014 06:15 PM
Date Last Updated: 03/28/2014 09:43 PM
Status: Waiting

I responded to this e-mail in the morning yesterday and still have yet to receive an answer.

1) I did not request an email I requested a phone call.

2) This does not help me as the fact that other people are getting there codes makes me feel worse that I do not have mine.

3) I paid for a product that had a promise of 5 days of early access and yet I do not have it.

I would like my 5 day access code or some other compensation, because this is unfair to me. I paid for something and I am not getting it.

Meryl_Scarlett

I would create another account but I'd lose my beta monkey

Meryl_Scarlett

It has currently been over 17 hours since I've seen a response

pwillard

I'm with you. Same here. Frustrated. If this is a sign of how things will go, I've made a mistake paying for this. 6 hours since support was contacted... all I get are form letter responses even after clearly stating my problem and looking for assistance. no joy.

Laplace

Same here. I paid for five days, I want my access code. This is ridiculous, not providing a product that customers paid for after advertising it as such. Submitted a ticket, no response several hours later.

Zenimax, you get one chance at a first impression. This is really, really bad for day one.

Meryl_Scarlett

Over 18 hours now. I'm wondering if they even have a customer support team today.

Arunei

You guys have to stop and realize that the tech support people are probably getting hundreds of email and phone call requests. This is also the first day of early-access, they have a LOT going on. Have some patience and give the people over at CS some time to work through the mound of things they have to work on.

Meryl_Scarlett

I have had patience now for nearly 19 hours. Their original response to my first inquiry only took 6 minutes for them to respond to.

Meryl_Scarlett

I understand that this is day one but their support service doesn't even send out an acknowledgement of receipt.

ZOS_JordanH

Greetings all! Rest assured that if you've submitted a ticket, we are looking into your issue! We are experiencing a increase in contacts coming in to our Support Team. We appreciate your cooperation. We will be in touch as soon as possible.

Meryl_Scarlett

ZOS_JordanH wrote: »

Greetings all! Rest assured that if you've submitted a ticket, we are looking into your issue! We are experiencing a increase in contacts coming in to our Support Team. We appreciate your cooperation. We will be in touch as soon as possible.

I appreciate the response, Jordan I'm sorry if I seem frustrated, it's just that it's been 20 hours since my last correspondence with support and I've missed 10 hours of gameplay now