@raziel07

I read (perhaps on this very thread?) that folks had been told to check their Amazon library for the codes. We checked there, and there are no codes AT ALL.

My hunch is that IF you ordered a DIGITAL VERSION through Amazon, then yes. That is where the codes would be. But we didn't order a digital version through Amazon. We ordered the Collector's Edition from them. So, the codes should have been in the box we received from UPS/Amazon yesterday...

Personally, since I ordered the digital version, Ihave not had any issues that i haven't been able to solve by looking through the forum. No game breaking bugs, no bank issues, only the "unknown error" boot which I solved by just waiting an hour or two and coming back to the game.

However, my husband having issues with his physical game is affecting my ability to enjoy the game, too. We have been waiting and waiting to play an Elder Scrolls game TOGETHER, instead of just one person watching the other person play.

Although we CAN play together at this point, some of the perks of the Imperial Edition which we both bought are unavailable to him, as the correct codes are not all present in his box.

We are waiting on a response from CS, so I hope when that comes we will be satisfied.

eq2imora_ESO wrote: »

pfc_cauleypreub18_ESO wrote: »

I crunched some numbers and they were rather surprising. So, according to zenimax, 5 million people signed up for the beta. Lets assume that 10% of those people purchased the collectors edition. That's 50,000 copies of the physical collectors edition. From what I've read, about half were shipped without the keys. So 25,000 customers got ripped off. The price difference between the physical standard and collectors edition is about $40. That being said, Zenimax has ripped off their customers for approximately $10,000,000. Seriously considering that class action law suit... anyone here a lawyer?

Cant file one. Terms of service waives it.

And its not a zenimax defect as they didnt print out the sheets.

There are always loopholes in TOS. The fact that we were sold an incomplete product gives us grounds because they violated the agreement, not us. If you pay for a product or service and are not provided with it, no TOS agreement is going to protect the company. I would very much prefer it not to come to that though. All I want is what I payed for.

Just an update here... I'm still waiting on a response to my issue. I was given the same pushback about taking it back to the retailer, but that if the retailer wouldn't do anything about it, they would try to make sure it was resolved. The rep also did say they would send it along to their team investigating missing and lost Imperial Edition codes.

I wrote them a reasonably polite (I hope) 9 paragraph response explaining why it was not possible for my - or any - retailer to resolve the issue with missing physical box codes unless Zenimax makes more physical Imperial Editions available to the retailers. I also told them it was not acceptable as a customer service response because Zenimax should be taking ownership of this issue - it was a manufacturing defect in their product. I also pointed them to this thread again to see the various people from multiple retailers affected.

That was Sunday night... haven't heard from them since.

****

I had also given feedback about an FAQ document concerning redeeming retail codes, saying that they either needed to amend that FAQ document or create a new one about this physical codes issue. This was partially just to get another avenue to address the issue through their web team, as I'm a bit concerned this is all being addressed by a contract support company and no one at Zenimax has really been made aware of the issue yet.

I got the same generic response as raziel07 about Amazon logins and codes (I didn't purchase from Amazon, and made that clear in the initial feedback message), and another about making sure that you had a subscription set up before trying to redeem the additional retail box codes.

I sent them back a response tonight basically asking them to actually read the original message I sent them, and that the issue was missing physical box codes. I understand that their customer service team is probably really busy right now, but I would rather have a generic "we're looking into it" message than a brushoff response that makes it clear they didn't actually look at what you wrote.

****

It's a good thing that this didn't affect the basic game code, so we can at least still play the game while waiting for the response from the team investigating missing and lost Imperial Codes.

If that team also gives us the "go talk to the retailer / not our problem" responses many of us have been getting, I'm wondering if we're going to have to get the manufacturing issue in front of management at Zenimax /Bethsoft to get this resolved. Anyone got Paul Sage's or Pete Hines' email address?

moxsapphire_ESO wrote: »

can't wait till I get home from work to open my copy from amazon and find this problem.

Im scared to see what I get when I finally get to pickup my CE tomorrow....ugh.

If that team also gives us the "go talk to the retailer / not our problem" responses many of us have been getting, I'm wondering if we're going to have to get the manufacturing issue in front of management at Zenimax /Bethsoft to get this resolved. Anyone got Paul Sage's or Pete Hines' email address?

Sadly the retailers are indeed responsible, at least some. Look at the G2A Drama, they for some reason don't give people that third code, but now sell them extra.

What should ZO do about that?

Yes they can probably unlock our accounts, I am still waiting for that, but we also need to contact our retailers and cant expect that ZO does everything for us.

That said, keep trying guys. Don't give up and try to get what you paid for.

Some great news! The customer service rep from ZO just got back with me and applied a digital imperial edition code to my account. I now have access to the content that I purchased.

The guy I talked to was named Lloyd, so ask for him if it isn't working out He rocks.

ty.everitt_ESO wrote: »

Some great news! The customer service rep from ZO just got back with me and applied a digital imperial edition code to my account. I now have access to the content that I purchased.

The guy I talked to was named Lloyd, so ask for him if it isn't working out He rocks.

Lucky! I'm still fighting the good fight, so far it's still generic answers so on my latest reply i included a link to this thread and mentioned Lloyd, hopefully I get something new.

Just so you guys know, I provided a picture with the missing codes, my sales receipt, and the official response I got from the retailer I purchased it from stating that they couldn't help me. I don't know if that combination was what led them to that conclusion for me, but I thought I'd mention it.

raziel07 wrote: »

ty.everitt_ESO wrote: »

Just so you guys know, I provided a picture with the missing codes, my sales receipt, and the official response I got from the retailer
I purchased it from stating that they couldn't help me. I don't know if that combination was what led them to that conclusion for me, but I thought I'd mention it.

Did they do anything about the explorers pack, or just the imperial edition content?

So I got an email saying I had redeemed a code, it appears the code was for a digital imperial edition. It included all the bonuses, explorer's pack included. Since I had already received most of these through the early access period they didn't double up or anything, I don't have 2 sets of Rings of Mara for example, but I did get everything I was missing. IE: the pets and maps.

Good luck guys. Be patient and polite and make sure to fill out the survey positively if they are able to get you taken care of. Got my fingers crossed for you.

I have another update on my ticket with Zenimax support... (with a resolution this time)

I've had better luck over the past week or so than previously. Last Thursday I sent off a follow up message asking for an update... and got another "the retailer is responsible - we just sold the box to them and there's nothing we can do" message. I was also told in that message that the last 4 updates or so that I had provided to them didn't matter because they couldn't follow links to content in their system (I had provided links to pictures of the issue, and to the support forum thread we've all been following). They wanted me to send attachments in the future.

I then sent another long message based on the latest response I had gotten, basically walking through the issue again, providing attachments, asking them to directly address how they expect the retailers to resolve it, and stating that I wanted to talk to someone in management on the customer support team as soon as possible. I also submitted another support ticket asking for a phone call, and referencing my incident number for the details of the request.

This time I got a call back from a lady who wasn't management, but she apparently had actually read the updates in the ticket, and she hand-walked my ticket to what sounds like the tier 2 support desk (or their team for investigating lost/missing codes... wasn't sure which).

She also mentioned one very important detail that I hadn't heard before... she said that Zenimax would actually issue codes for the retail box to correct the issue, but only to your retailer, not directly to a customer. The retailers don't know anything about this, of course, but I then followed up with my retailer asking them to press EB Games headquarters about the issue, and gave them my incident number with Zenimax as a way to follow up. The assistant manager at my store sent an email with those details (and a written confirmation that my codes were indeed missing) to their headquarters while I was in the store.

About a day later, I was contacted by email from a "Greg" at Zenimax, who I presume is in the 2nd-level support team. He almost immediately apologized for the various issues, and applied an Explorer's Pack code directly to my account. He also said that he was waiting on clarification for the Imperial Edition code, and would be willing to give me daily status updates if I wanted. I told him that wasn't necessary, but that I was glad to see the issue was being actively worked on within Zenimax. I also mentioned that if Zenimax was only able to replace the Imperial Code by sending it to the retailer, that would have been good to know earlier, as it had not been communicated to me, or any of the customers in the forum thread, and the retailer responses posted in the thread seemed to indicate that they were unaware of this as well. It doesn't seem to be the easiest solution to me, but if that was what we needed to do...

Yesterday I received an email from Greg saying that an Imperial Edition code had been applied to my account. I've send him a note back thanking him for his work, and wanted to post something in the forum thread to say - don't give up; there are some people who know what they are doing working on the issue at Zenimax.

For those of you still working on resolving this, it might be helpful to start having your retailer pressure Zenimax to send them your missing codes, as I'm not sure if that helped resolve something in terms of confirmation of ownership in my case. It may have been that I just finally ended up talking to reasonable people at Zenimax support, but it could have been that they got some confirmation of my box sale from EB Games, which allowed their support team to then issue the codes to my account.

Good luck to everyone still trying to get their missing codes issue resolved.

--Vel

Yeah I forgot about this post as well I got the explorers code added to my account, and they said that I will get the imperial edition added as well it will just be a few extra days. Looks like it was just the launch traffic that kept us from making any progress, i'm happy everyone is getting it resolved