Can we get an official statement with regards to compensation/reimbursement to ESO+ members?

esotoon

Please can we have an official statement regarding the changes to the release of DLCs and those who have been subscribed to ESO+ over the past 6 months?

We have been repeatedly and consistently told that you planned to release 4 DLCs a year and that as ESO+ members, subscribers would receive access to this DLC for free. As a result there are many subscribers who factor this pledge into their decision as to whether ESO+ is worth its asking price.

With todays announcement, this system is changing, and by the time the next DLC comes out in Q3 2017 it will be a full year without any DLC.

Whilst many subscribers may be perfectly happy with this and feel that ESO+ still offers good value, many are not. Those unhappy with the new changes are of course now free to cancel their subscription should they wish to. However, we have now gone a full six months without DLC *BEFORE* this new policy was announced to us. Some people have continued paying their subscriptions fully under the impression that DLC was to be delivered as stated, and that they would be receiving access to it as part of this price, and you have failed to inform them otherwise until today. Please can we therefor get an official statement regarding whether you intend to do anything to compensate or reimburse these members in some way?

To be clear, this is *not* about whether the changes to DLC delivery/schedule are good/bad, fair/unfair, it is about the fact that ZOS has failed to inform subscribers about these changes to their stated DLC targets for 2 full quarters yet has continued to take their money.

kyle.wilson

The problem though is, that when someone cancels their eso+ they lose access to the dlc they were renting.
So, for long term subs like myself; this would be the end of my time with ESO.

But, then again maybe it's time to look for another game. The server issues haven't gotten better, and probably never will.

gard

kyle.wilson wrote: »

The problem though is, that when someone cancels their eso+ they lose access to the dlc they were renting.
So, for long term subs like myself; this would be the end of my time with ESO.

But, then again maybe it's time to look for another game. The server issues haven't gotten better, and probably never will.

This illustrates why subbing is a bad idea, unless you use the crowns to buy the dlc as its released.

The way I always viewed it I was going to buy the dlc anyway. The sub just let me do it $15 at a time and provided nifty bennies.

I will never rent content unless at some point I'm assured permanent access to it.

Darkstorne

This, along with the devaluation of Crowns (mounts used to cost 700-2500, but are now reaching as high as 4500 when they're not bundled into disgustingly high priced Crown Crates - some paying $100 to get the mount they wanted), is why I think the subscription model needs some more attention. It's just not a very good deal anymore, especially for new players who are buying the Gold Edition of the game and so already have free access to all the DLC.

SGT_Wolfe101st

esotoon wrote: »

Please can we have an official statement regarding the changes to the release of DLCs and those who have been subscribed to ESO+ over the past 6 months?

We have been repeatedly and consistently told that you planned to release 4 DLCs a year and that as ESO+ members, subscribers would receive access to this DLC for free. As a result there are many subscribers who factor this pledge into their decision as to whether ESO+ is worth its asking price.

With todays announcement, this system is changing, and by the time the next DLC comes out in Q3 2017 it will be a full year without any DLC.

Whilst many subscribers may be perfectly happy with this and feel that ESO+ still offers good value, many are not. Those unhappy with the new changes are of course now free to cancel their subscription should they wish to. However, we have now gone a full six months without DLC *BEFORE* this new policy was announced to us. Some people have continued paying their subscriptions fully under the impression that DLC was to be delivered as stated, and that they would be receiving access to it as part of this price, and you have failed to inform them otherwise until today. Please can we therefor get an official statement regarding whether you intend to do anything to compensate or reimburse these members in some way?

To be clear, this is *not* about whether the changes to DLC delivery/schedule are good/bad, fair/unfair, it is about the fact that ZOS has failed to inform subscribers about these changes to their stated DLC targets for 2 full quarters yet has continued to take their money.

I have made this point in several other posts and on other forums and no one seems to get it. Love, hate, or indifferent to the new model, subs have left money on the table. Money has changed hands, services have not been rendered. That is not okay.

Katahdin

You're not going to get an official statement and you're not going to get a reimbursement.

They wanted to do 4 DLCS but stated they couldn't keep that pace. The expac is not a DLC in their definition, which is the only definition that matters, so does not qualify under the free dlc to ESO+.

Danikat

I agree that it would be helpful for them to at least release a statement explaining that they do not consider any form of compensation necessary.

It does seem somewhat misleading that it was advertised as providing access to 4 DLCs per year, which was never quite met because there was a 5 month period between the switch to Buy-to-Play and the introduction of the concept of DLC packs and the first one being released. After that there was 1 per quarter for a year, and then no DLC for 5 months (and only 1 release - One Tamriel - which was free to everyone). It wasn't until this week that we found out this was intentional and there will no longer be 4 DLCs per year.

But I don't know what would be appropriate compensation in that situation. It's highly unlikely they would actually refund a portion of the money (I'm not sure they could, the logistics would be a nightmare), extra crowns are more likely but I'm not sure that would be considered fair compensation as most subscribers seem to feel they have more than enough crowns already.

What do you (subscribers) propose? What do you think, realistically, ZOS could do?

Sigtric

Between this:

ZOS_GinaBruno wrote: »

An ESO Plus membership will not grant you access to The Elder Scroll Online: Morrowind content. As this is an entirely new Chapter of ESO, you'll need to purchase one of the five editions. If you already own ESO, though, you can purchase the Morrowind Upgrade or the Morrowind Collector's Edition Upgrade directly from online stores (The Elder Scrolls Online Store, Steam Store, Xbox Store, or PlayStation Store).

and the road ahead article, what more do you need?

For a small fee I can hire someone to come sing it for you.

Sigtric

Danikat wrote: »

I agree that it would be helpful for them to at least release a statement explaining that they do not consider any form of compensation necessary.

It does seem somewhat misleading that it was advertised as providing access to 4 DLCs per year, which was never quite met because there was a 5 month period between the switch to Buy-to-Play and the introduction of the concept of DLC packs and the first one being released. After that there was 1 per quarter for a year, and then no DLC for 5 months (and only 1 release - One Tamriel - which was free to everyone). It wasn't until this week that we found out this was intentional and there will no longer be 4 DLCs per year.

But I don't know what would be appropriate compensation in that situation. It's highly unlikely they would actually refund a portion of the money (I'm not sure they could, the logistics would be a nightmare), extra crowns are more likely but I'm not sure that would be considered fair compensation as most subscribers seem to feel they have more than enough crowns already.

What do you (subscribers) propose? What do you think, realistically, ZOS could do?

As a long time subscriber

I propose they ignore any calls for compensation
TOS we agreed to when we signed up says they owe us nothing
The subscription still gets us access to current DLCs and future DLCs plus perks


As per people insisting DLC means any download content and are entitled to Morrowind, then one can apply the same logic to 1 Tamriel and Homestead which indeed then make a dlc every quarter as those are downloaded

Ourorboros

Katahdin wrote: »

You're not going to get an official statement and you're not going to get a reimbursement.

They wanted to do 4 DLCS but stated they couldn't keep that pace. The expac is not a DLC in their definition, which is the only definition that matters, so does not qualify under the free dlc to ESO+.

^^^This. zos is notorious for NOT addressing the elephant in the room. This is not the first time zos has cut some segment of player base off at the knees. Won't be the last either. Integrity is not in their dictionary. And yes, corporations can have integrity, though most don't.

As to zos relabeling Morrowind a 'chapter', that's an obvious cash grab ploy. I can call my crap a chocolate bar, but I ain't gonna eat it, not even the extra big ones. A new label doesn't change what it is. Oops, I just stepped in a 'chapter', I need to scrap it off my shoe.

esotoon

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Sigtric wrote: »

Between this:

ZOS_GinaBruno wrote: »

An ESO Plus membership will not grant you access to The Elder Scroll Online: Morrowind content. As this is an entirely new Chapter of ESO, you'll need to purchase one of the five editions. If you already own ESO, though, you can purchase the Morrowind Upgrade or the Morrowind Collector's Edition Upgrade directly from online stores (The Elder Scrolls Online Store, Steam Store, Xbox Store, or PlayStation Store).

and the road ahead article, what more do you need?

Just an answer to the concerns raised in my OP, thanks.

It doesn't matter to me what that answer is. What matters to me is that the issue hasn't been addressed. That at this point in time I and other subscribers feel mislead. That as a customer, whether I can trust ZOS to deliver on their commitments. And before deciding what to do next, I would simply like to hear/see ZOS's response so I can better judge going forward how much I should trust ZOS, and how much to continue to support them financially in the future.

If you are happy with what has transpired and you still feel you can trust ZOS to deliver the content you have paid for, that is fantastic. I am glad you are.

JasonSilverSpring

Even if ZOS had not introduced chapters you still did not get new DLC content for the last six months yet you subbed. So you got what you were told you would get which was access to all DLC available at that time. It is not like you have to subscribe for 6 months to get content.

They have changed the business model with plenty notice. It is your choice to continue to sub or not. ZOS owes you nothing since you got what you paid for.

esotoon

JasonSilverSpring wrote: »

Even if ZOS had not introduced chapters you still did not get new DLC content for the last six months yet you subbed. So you got what you were told you would get which was access to all DLC available at that time. It is not like you have to subscribe for 6 months to get content.

You can subscribe for 6 months at a time. Should you cancel that subscription, according to the t&c's you are not entitled to a refund. i.e. Should anything change during that 6 months, you are still locked into that subscription.

As to whether we "got what you were told you were get", that is probably better debated over in the threads on the general forum where they have already debated it to death and beyond.