ESO Plus - not getting monthly crowns (ongoing issue)

Avalon

Since no one at ZOS seems to pay attention to the NUMEROUS threads in the proper area about not getting crowns...

I've had ESO Plus ever since game release on Xbox One. I've only ever received crowns on the first renewal without having to fight to get them. Two months in a row now, I've had to contact them through in-game help, wait to get an e-mail back, prove that I bought the game AND that I have ESO Plus (which should be in their records, and says BAD things that it isn't), contact Xbox support, get back with ZOS, etc etc... Took me almost 3 weeks to get my 1500 crowns, and now happening again, and guess what? They want me to prove I bought the game yet again!

Someone at ZOS needs to get this fixed and give us more for having to work so hard to do THEIR job. We don't have tons of time to just call all over, send/receive e-mail, look stuff up, etc... That's YOUR job ZOS, we pay you monthly, you take care of it, not US!

To all users, if you have had this issue, please post in this thread, make it noticed, let ZOS know, there is an ongoing issue that affects a LOT of players. Even if all you post is a 'me too' post.

ADarklore

This is the part where consoles really are a PAIN. You have to deal with TWO entities- the console manufacturer AND the game developer. I had the same issue with DCUO... if I didn't receive something through the Playstation marketplace, I had to contact SOE, and since SOE didn't have access to DCUO's records supposedly, SOE's customer service was always unhelpful and time consuming. You also see this when console games need to be patched... game developers have to jump through the 'approval process' hoops designated by the console manufacturer, whereas with PC, everything is more streamlined since there isn't an additional party to deal with.

Avalon

Yes, but seeing how many threads exist for this, it means this is an ongoing issue with several players: ZOS needs to get control on it.

Second, I can buy crowns on the Xbox store, and without fail, I get the crowns, no issues. This goes through the exact same process as ESO Plus, so, no excuse. This ends up looking like, 'we already have your money, so we can take our time; but make certain that the one-timers get what they want'... It reeks bad the way this is working.

And, how come I put in a ticket THROUGH THE GAME, then they check their records and e-mail me at the one on my ESO account, but they need proof that I own the game??

Prof_Bawbag

Well, the fact both systems can communicate with one another i.e. you get the ESO+ buff and your character progression is saved, I don't buy into "it's because you have 2 entities". Some other people have been told to provide proof of purchase. WTF? That's up to ZoS to have something in place between themselves and MS. If the game recognises you have ESO+, then it should recognise if you have or haven't received crowns. So like i said, both systems can communicate with the other. Paying for eso+ isn't a charitable act. If I pay for something, I expect to receive everything that's been advertised within the membership.

There's obviously an issue between LIVE and ESO+ because doing a google search throws up umpteen pages of people complaining about the same issue. Mostly ALL on LIVE. So it's not as if we're just one or two people creating a fuss out of nothing.

Take EA and Bioware or example, the servers know exactly which dlc you have purchased and those you haven't. So it's not too much to assume the servers that ZoS are using should be doing the same.

Avalon

And normally, I'd just call support, or post in the proper place, but seeing so many threads, and NONE have been posted on by ZOS, I'm left thinking they ignore them, or read them and leave it alone (which one is worse?)...

So, posting here where more people see it, maybe ZOS will take notice when more player-base is exposed to seeing how it's being 'taken care of'...

Prof_Bawbag

ADarklore wrote: »

This is the part where consoles really are a PAIN. You have to deal with TWO entities- the console manufacturer AND the game developer. I had the same issue with DCUO... if I didn't receive something through the Playstation marketplace, I had to contact SOE, and since SOE didn't have access to DCUO's records supposedly, SOE's customer service was always unhelpful and time consuming. You also see this when console games need to be patched... game developers have to jump through the 'approval process' hoops designated by the console manufacturer, whereas with PC, everything is more streamlined since there isn't an additional party to deal with.

I've loved my Playstations throughout the years, however, if I've learnt one thing it's Sony have one of the worst customer care services in gaming. They aren't helpful in the slightest more often than not. That is one thing I'll say about MS, the difference between them and Sony when it comes to customer service is night and day.

Prof_Bawbag

Avalon wrote: »

And normally, I'd just call support, or post in the proper place, but seeing so many threads, and NONE have been posted on by ZOS, I'm left thinking they ignore them, or read them and leave it alone (which one is worse?)...

So, posting here where more people see it, maybe ZOS will take notice when more player-base is exposed to seeing how it's being 'taken care of'...

Like i said in another thread, if you reside in the UK there are actually new consumer right laws just been put in place to protect consumers buying and receiving digital content . It covers incomplete content, broken content, content not as advertised and so on. Too many companies were applying the "No refunds or no come back" nonsense to their products.

Some people have stated they've been onto ZoS for months on end with no resolution on the issue, so people are now able to go to trading standards if they feel they're getting nowhere. Take evidence of your purchase and take screen print outs from elsewhere on the net highlighting the issue isn't an isolated case and take them to trading standards. It's not really about the paltry amount of £8.99, it's the principle.

Whenever we complain about crown prices enough people are quick to tell us ZoS aren't a charity, well, that principle works both ways.

Avalon

Exactly, it's not the money, it's that if someone pays you for something, then they're supposed to get it. The way this is working is like if I paid my electric bill, then my lights go off, I contact the electric company, they tell me I need proof that my house has wiring and that it is up to standards as well as showing that I have them as my electricity provider, before they'll do anything else...

Avalon

Prof_Bawbag wrote: »

ADarklore wrote: »

This is the part where consoles really are a PAIN. You have to deal with TWO entities- the console manufacturer AND the game developer. I had the same issue with DCUO... if I didn't receive something through the Playstation marketplace, I had to contact SOE, and since SOE didn't have access to DCUO's records supposedly, SOE's customer service was always unhelpful and time consuming. You also see this when console games need to be patched... game developers have to jump through the 'approval process' hoops designated by the console manufacturer, whereas with PC, everything is more streamlined since there isn't an additional party to deal with.

I've loved my Playstations throughout the years, however, if I've learnt one thing it's Sony have one of the worst customer care services in gaming. They aren't helpful in the slightest more often than not. That is one thing I'll say about MS, the difference between them and Sony when it comes to customer service is night and day.

And from what I've heard, ZOS got rid of a lot of CSR's? Doesn't help the situation...

miked83b14_ESO

I haven't received my crowns for last month too. I don't know if the customer reps are pretending like its some unique issue or that they're really this oblivious to common issues concerning their game. It's truly baffling.

Prof_Bawbag

I contacted UK trading standards today and was advised to give them [ZoS] 12 days in which to reply to my request and to keep a record of all my correspondence. Whether that be phone calls or emails. Failing any sort of satisfactory response from ZoS, I have to then contact MS to get verification of the sale and to get a copy of their terms and conditions regarding digital sales - to see where the liability lies.

I've screen grabbed a few posts on here to show them it isn't an isolated case and that ZoS should be aware there is an issue. Whilst it's not hard evidence, it should show them there is an issue somewhere in the system between LIVE and ZoS.

Too many people being made to jump through unnecessary hoops to get something they bought in good faith.

Like i said further up, £8.99 is nothing to me, however, whether it be £8.99 or £899, the fact remains, a number of xbox players aren't getting what they paid for due to an obvious breakdown of communication between the ZoS servers and LIVE.

I also suggest the OP edits his title to make the subject matter more clear and suggest people use one unified thread to highlight this issue rather than creating threads here and there all over the forums. Most of which will simply disappear from sight.

Avalon

Title changed, and subject changed to ask people to consolidate posts.

Personofsecrets

Are you still having this issue @Avalon ?

EZgoin76

I've had the exact same problem. Received my crowns the first month but nothing since then. Been sending a ticket every other week just to get the same automated response.

Avalon

Personofsecrets wrote: »

Are you still having this issue @Avalon ?

Yes, had the problem last month, where I jumped through all the hoops. Then again this month.

I didn't mind SO much last month, because, hey, their CSR group, for whatever reason, might not have the same records as ZOS has... But, having to jump through all the hoops again? That tells me that the CSR group doesn't keep records of ANYTHING. They don't know if you bought the game, don't know if you subscribe to ESO Plus, don't know if any payments have gone through, etc. Somehow, they don't know any of that, but know exactly which e-mail address to respond to when a ticket is put in IN-GAME. No idea how they can do that, but are clueless about everything and need the customer to prove things.

And then, for it to happen the very next month, and they STILL don't know if you bought the game or subscribe? That means that on top of not having proper records to handle customer support, they don't even keep records of their OWN stuff... It's ridiculous.

jackiemanuel

I've had eso+ since launch day and every day the eso+ buffs show in my character screen and i've had access to IC every day since launch. But i'm not getting my crowns. It's ridiculous. My incessant support emails are getting me nowhere. They need to fix this crap.

Avalon

Exactly. Someone from ZOS really should reply to this, make it a sticky, or something, because this is a major issue that REALLY needs taken care of.

Rex-Umbra

This needs to be fixed its happened twice to me and will find out in 4 days if it happens again.

Asherons_Call

ZOS has addressed this in one of their recent live episodes and are working on this. For now just submit an ingame ticket. I had my crowns pretty quick

NovaShadow

Thought I'd mention I'm on PC and mine are delivered fine. So it's definitely just a console issue.

Teginjaninja

Im on Xbox and havent had my crowns for atleast 4 month's

Brrrofski

Some months I get the on time, other months I get them almost when I should get my next ones. I don't see what the ptlroblem is.

Of course, when you buy crowns you get them within 24 hours. Sometimes straight away. Funny that...

Tommy1979AtWar

Avalon wrote: »

Personofsecrets wrote: »

Are you still having this issue @Avalon ?

Yes, had the problem last month, where I jumped through all the hoops. Then again this month.

I didn't mind SO much last month, because, hey, their CSR group, for whatever reason, might not have the same records as ZOS has... But, having to jump through all the hoops again? That tells me that the CSR group doesn't keep records of ANYTHING. They don't know if you bought the game, don't know if you subscribe to ESO Plus, don't know if any payments have gone through, etc. Somehow, they don't know any of that, but know exactly which e-mail address to respond to when a ticket is put in IN-GAME. No idea how they can do that, but are clueless about everything and need the customer to prove things.

And then, for it to happen the very next month, and they STILL don't know if you bought the game or subscribe? That means that on top of not having proper records to handle customer support, they don't even keep records of their OWN stuff... It's ridiculous.

Really sucks that you're having these issues, I worked briefly as a CSR contracted to 3 major UK companies so hopefully this helps... ZOS have most likely outsourced their customer service needs to a company who deal with many other different companies for many different titles, usually CSRs are contracted by the outsourced company on a self employed basis working from home using a VPN and have no access to customer details other than contact details such as e-mail and telephone, they're there to act as a buffer to listen to rants, take details, determine the specific nature of the call and pass on information, it's a slow laborious and thankless job in which they're paid minimum wage, have to stick to an AHT (average handle time), no contract so no employment rights, no guaranteed hours and no holiday leave, it sucks for the customer, it sucks for the CSR but it is cheaper for ZOS.

Most CSRs emphathise completely but have no power on how the matter is dealt with once they pass on your ticket, they might in some cases if you're nice and they have spare AHT (which is rare if they've dealt with lots of complaints that week) take a personal interest and see if they can bump you further up the line, so top tips when dealing with outsourced CSR's is be respectful, be quick to help their AHT, be precise with details and let them know you're having constant issues so would like to escalate the ticket to the complaints dept.

Hope this helps someone, good luck

Avalon

Yes, but the fact that I have to put in the ticket IN-GAME and then get an e-mail back, says that I own the game and that I am in their records, otherwise I couldn't have submitted a ticket in-game and they wouldn't know where to contact me. In any case, the customer should not be the one that pays AND has to do all the work. Last time, I was told that I would need to contact Microsoft (not them) about the broken line of communication between ZOS and MS... Wth? I pay them, not the other way around, not my job to track down the problem, not my job to unravel the puzzle and discover why I'm not getting my crowns...

Tommy1979AtWar

Avalon wrote: »

Yes, but the fact that I have to put in the ticket IN-GAME and then get an e-mail back, says that I own the game and that I am in their records, otherwise I couldn't have submitted a ticket in-game and they wouldn't know where to contact me. In any case, the customer should not be the one that pays AND has to do all the work. Last time, I was told that I would need to contact Microsoft (not them) about the broken line of communication between ZOS and MS... Wth? I pay them, not the other way around, not my job to track down the problem, not my job to unravel the puzzle and discover why I'm not getting my crowns...

It is ridiculous I agree, hopefully they'll get this sorted quickly and managed more professionally in future.

Levo18

Yep same issue i had last month. Money gone still have my buff but no crowns.
Last month i got them after a couple of weeks and contacting zos. Ofcourse i had to submit some screenshots in case im a thief and got the buff for free... yesterday i contacted them again and they told me to wait they will submit my request to a special team.... Sigh..

BigM

Sad part about all this is ZoS has always had problems fixing bugs and they are everywhere from the launcher to in game issues. They seem to think they can put stuff like this off forever. It has really given them a bad reputation that after this long will never change to a positive for them.

Which is why when watching ESO Live I get so upset with their laughing at every little thing. I know they aren't really laughing at us (well I hope not) but it does hit me like they are.

13igTyme

ADarklore wrote: »

This is the part where consoles really are a PAIN. You have to deal with TWO entities- the console manufacturer AND the game developer. I had the same issue with DCUO... if I didn't receive something through the Playstation marketplace, I had to contact SOE, and since SOE didn't have access to DCUO's records supposedly, SOE's customer service was always unhelpful and time consuming. You also see this when console games need to be patched... game developers have to jump through the 'approval process' hoops designated by the console manufacturer, whereas with PC, everything is more streamlined since there isn't an additional party to deal with.

I never had an issue with DCUO or any other game. I don't have a sub for ESO as there is no point, but if the only incentive for having a membership isn't being given then why are people still pay for ESO plus?

Prof_Bawbag

Thanks for the title change. Not all of us watch their live episodes. The fact is, on every single thread I've seen on here regarding the issue, ZoS don't respond.

@NovaShadow It seems like the issue is mainly restricted to LIVE. I won't stick my neck out and say "only", because I have no clue whether it is or ever been an issue on other platforms. All the threads that pop up that I've seen have all been xbox users. We're then forced to do all the leg work. That's not right whatever way you look at it. Purchasing from live is completely different from buying from a physical brick and mortar retailer. Everything is done electronically and as such the purchase records will be somewhere for either ZoS or MS to access. ZoS need to start communicating with MS if there's a glitch in their communication servers.

@ZOS_GinaBruno @ZOS_Alex For those of us that don't follow your live feeds, would someone from ZoS please have the courtesy to acknowledge that this is indeed being looked into? Because most of our support queries/tickets go unanswered.

Avalon

Judging from the number of 'crowns/ESO plus' issues under the support area, pretty sure there are more out there, if you are having these problems, please add to this post!

cerrudo33

As one that used to work for a bank, after giving "reasonable" effort to give a company in question the time to fix an issue, if their response is not satisfactory, you have 60 days from your statement date to file a "fraud" claim with your bank or credit card provider...

3-5+ hours of negotiating is personally not worth my time so let your big negotiating power bank and their employees deal with it.

Only information that should be required, payments from statement and or live payment history + current amount of crowns. Gather that and again let the big dogs duke it out

Tldr: get your billing straight ZOS...