Didn't get sanche mount - was I overlooked?

Psychotius

Troneon wrote: »

And as if by magic, I just got three emails saying I just redeemed all my rewards, going to see if they are on my account now.

That support guy must of been clueless or something.

TY for help and info!

That guy must have been a temp, or maybe a janitor that answered the phone on accident. Glad to hear it though, cheers!

Zershar_Vemod

Update: Finally got my mount.

Orihara_Izaya

Same problem. 100% eligible.. No reward. Customer service still doesn't listen...

Xabien

Yep no word from support yet...

CodexMMO

I opened a support ticket as well. I imagine they are flooded.

Arkadius

No mount here, too. Ticket sent.

Amarinth

I didn't receive my Senche Tiger, Mask and Dwemer pet either.

Following @KhajiitiLizard 's suggestion I submitted a phone support ticket and received a callback about 20 minutes later. The CS rep was very helpful and applied the items to my account manually after confirming that my account was indeed eligible.

Given that my last email tickets have taken 3-4 days to be processed, I would definitely recommend the phone ticket option if you don't want to wait several days more.

ZOS_GinaBruno

Just as a heads up, our Support Team is currently very busy and it may take a day or two for them to respond to your ticket. We certainly appreciate your patience, and apologize for any frustration this has caused.

Edit: Also wanted to mention that we're actively investigating why some of you didn't receive your Senche (or other loyalty rewards) when you should have received one!

ArconSeptim

Amarinth wrote: »

I didn't receive my Senche Tiger, Mask and Dwemer pet either.

Following @KhajiitiLizard 's suggestion I submitted a phone support ticket and received a callback about 20 minutes later. The CS rep was very helpful and applied the items to my account manually after confirming that my account was indeed eligible.

Given that my last email tickets have taken 3-4 days to be processed, I would definitely recommend the phone ticket option if you don't want to wait several days more.

Same here, they changed my game time codes after transition to Tamriel Unlimited, few days ago since then I'm asking them about this...didn't even got all crowns yet

Northern_Wolfling

ZOS_GinaBruno wrote: »

Just as a heads up, our Support Team is currently very busy and it may take a day or two for them to respond to your ticket. We certainly appreciate your patience, and apologize for any frustration this has caused.

Thanks Gina, as long it works, I am fine. It would have been great if it worked right away. But doesn't matter a day or two. If I get it I am fine :-)

Edit: At this moment they sent it to me and they called me. Thanks a lot!, Shawn!!! :-) They said it still might take some time to get them all out.

folklore

I'm saddened that I didn't get mine. I was told that I did. Gonna suck having to wait but it is understandable. My account has the days and I still have a lot of days going.

Anxileel

Still haven't received mine yet.

Xabien

ZOS_GinaBruno wrote: »

Just as a heads up, our Support Team is currently very busy and it may take a day or two for them to respond to your ticket. We certainly appreciate your patience, and apologize for any frustration this has caused.

Edit: Also wanted to mention that we're actively investigating why some of you didn't receive your Senche (or other loyalty rewards) when you should have received one!

I'm guessing it's down to game time cards. Thing is the same thing happened with the Mask too Gina. I even asked in that thread a few weeks ago if ZOS would make sure it didn't happen a second time, I really honestly didn't think the same mistake would be made twice

Amarinth

Orihara_Izaya wrote: »

Same problem. 100% eligible.. No reward. Customer service still doesn't listen...

Hmm interesting, your screenshot shows you paid all of your qualifying gametime in February or before. I added my last timecards on February 17th and didn't add any gametime subsequently. The same thing goes for my husband and a friend of mine in Germany, and all three of us didn't automatically receive our loyalty rewards today.

Perhaps the system skipped over our accounts because we didn't have a registered payment within a certain time-period and that caused the system to not even check our accounts for eligibility?
edit: or as someone else mentioned it's related to the use of gametime cards, which is something that all of us made use of it seems.

That aside, I'm disappointed to hear that customer service is so variable and that some of them seem to be misinformed when it comes to the new eligibility requirements for the mount and other loyalty rewards. I suppose the only thing you can do is ask for an escalation of your ticket, since you are definitely in the right here and all of the official statements on the website and these forums support your claim.

Xabien

Call back is definitely the way to go, just had a very helpful and polite guy from ZOS phone me back and apply the code there and then. Thanks ZOS for the quick resolution!

bugmom

It's just sad. Sad to see everyone else having fun with their new mounts and to miss the experience of today. I too experienced a problem getting the mask and was assured it would not happen again. Yeah, had to ask for support for it, felt like begging. And yeah, will get it eventually but it won't be the same. I know because it wasn't the same with the mask. I never even bothered to put it on because it was days too late to join the party.

What worries me is that it's happened more than once. I'm not a 12 year old kid who might not notice bad user experience. I'm an adult and when I pay for an experience or am promised something, I expect it to happen. I spent my career leading quality and user experience teams and this is just poorly done.

pema

did a relog and nothing. so add me to the list of people to investigate \

EDIT: subbed a ticket : 150319-003172.

GreySix

Got my cat.

He's cool.

Anxileel

Sent a ticket now to wait.

fluffycannibalb16_ESO

I've missed it by 3 days. I had no idea that the 30 days I was given for free a few months ago (couldn't log in for a month because of a problem I ended up having to fix myself) wouldn't count. Kind of feeling like I've been kicked in the crotch right now. I mean...yeah, I know, I could/should have read the T&Cs properly, but...really, ZOS? I'm not getting the loyalty reward because you failed to do your jobs properly at one point?

CodexMMO

CodexMMO wrote: »

I opened a support ticket as well. I imagine they are flooded.

They called me back within 60 minutes and the gentleman was super polite and gave me all the pets and the tiger that I was missing

Kragorn

bugmom wrote: »

It's just sad. Sad to see everyone else having fun with their new mounts and to miss the experience of today. I too experienced a problem getting the mask and was assured it would not happen again. Yeah, had to ask for support for it, felt like begging. And yeah, will get it eventually but it won't be the same. I know because it wasn't the same with the mask. I never even bothered to put it on because it was days too late to join the party.

What worries me is that it's happened more than once. I'm not a 12 year old kid who might not notice bad user experience. I'm an adult and when I pay for an experience or am promised something, I expect it to happen. I spent my career leading quality and user experience teams and this is just poorly done.

Actually, the senche is free, you paid no extra for it or the other loyalty rewards.

Yes, it's aggravating but playing the "I paid for it" card is just a 'fail', you didn't pay for it.

Arkadius

Xiana wrote: »

No mount here, too. Ticket sent.

Got my senche just 2 hours after submitting the ticket. Thanks for the fast processing

Knight150

Got a quick call back and my cat, wicked support : )

Psychotius

Mine finally came in too. ESO customer service is top notch, so the responses that some people seem to have received is a little surprising. Glad it looks like everything is getting fixed up though.

dafox187

bugmom wrote: »

Didn't get my sanche mount yet but many others have. Does that mean my account was overlooked again?

if you don't get it by tomorrow i would send support a email they are very helpful and nice

ZOS_JessicaFolsom

Hi folks,

We ran a second deployment script roughly an hour ago that should have gotten Loyalty Rewards and the Striped Senche-Tiger to those of you who are eligible but didn't receive them during the initial run earlier today. To check, please log completely out of the game and back in again. If you have reviewed your account billing history to ensure you are eligible and have still not received certain items, please contact our Support Team.

Thank you.

nimander99

ZOS_JessicaFolsom wrote: »

Hi folks,

We ran a second deployment script roughly an hour ago that should have gotten Loyalty Rewards and the Striped Senche-Tiger to those of you who are eligible but didn't receive them during the initial run earlier today. To check, please log completely out of the game and back in again. If you have reviewed your account billing history to ensure you are eligible and have still not received certain items, please contact our Support Team.

Thank you.

Got tiger and mask second time around, thanks for letting us know what was going on, leaves no room for speculation

Mountain_Dewed

MISSED IT BY ONE MONTH

Orihara_Izaya

ZOS_JessicaFolsom wrote: »

Hi folks,

We ran a second deployment script roughly an hour ago that should have gotten Loyalty Rewards and the Striped Senche-Tiger to those of you who are eligible but didn't receive them during the initial run earlier today. To check, please log completely out of the game and back in again. If you have reviewed your account billing history to ensure you are eligible and have still not received certain items, please contact our Support Team.

Thank you.

That second deployment seems to have worked. Thank you very much.