Punishment of physical edition purchasers

Sablefogg

My husband and I love Morrowind. We are appreciative of having been included in this experience, however, we've come across a "too-bad, so sad" problem. My husband purchased the expensive physical edition and I purchased the digital cheapie. We can both play the early release thanks to your little process which gives physical edition users a code to play through the 8th of June. We are excited to do so! But. Amazon will not ship the physical version until the 6th of June. Since he is overseas his expected date of arrival is June 20. Your public announcements all say that physical edition users must put in their code (from the actual game package) by June 8th in order to continue playing. This little details was not revealed until recently and would have impacted his purchasing decision. As it stands, your customer service has been quite firm about insisting that he will simply not be able to play Morrowwind from June 8th until he receives his package June 20. Since he has proof of purchase this seems to be unfair treatment. Your customer service told us to come here into the forums if we had anything further to say. So here we are.

Maybe you ought to take a look at that. If we don't get satisfaction here in this forum it seems that our only recourse will be to cancel his purchase and purchase a cheapie copy for him. Your loss! Our gain - though the trinkets would have been nice. We'll give this a couple of days and see if you can help.

Mudcrabjedi

@ZOS_GinaBruno

Sablefogg

Gina Bruno, can I get on your radar somehow?

malchior

Wow, I can't believe support asked you to post in the forums to 'get attention'. They should be the ones dealing with this debacle.

Edit: It is ZOS' responsibility to ensure that their suppliers send the game on time for release. Such bad marketing.

vrine

Wow, that's pretty unfair. I hope they can work something out for you, like proof via receipt etc.

Cpt_Teemo

@ZOS_GinaBruno

^ Op Post Please Help !

Gorthax

@ZOS_RichLambert summon the man in here.

Kiralyn2000

I kind of feel sorry for ZOS. They just had this simple thought "hey, we can release Morrowind early for some of the PC playerbase! A nice little thing we can do!"

And then it just falls apart in a flurry of "Yeah, but what about _____________" situations.

(Sort of a combination of 'no good deed goes unpunished' and 'nothing is ever as simple as it seems')

oibam

All you can do wrong, be sure ZOS will do so.

Acrolas

The June 8 restriction is in place because Amazon will not charge anyone until the box sets ship. It's ZOS's way of stopping the most typical instances of fraud.

Wait until payment and shipping confirmation on June 6, then contact customer support again with proof of cleared payment and tracking. And remember it might take a few days past that for any sort of exception grant, because they'll also be dealing with the people who had their orders declined due to incorrect payment information or insufficient balance.

Also remember that ordering from sites outside your own country is considered atypical consumer behavior due to the various additional fees that come with it. Amazon still has the box listed as 4.8 ounces. I'd be more concerned about customs duties.

Honestly, the best course of action would be to ship the box set to you instead and then email him the game code. As you're married, wouldn't the book and statue eventually be at that address anyway?

notimetocare

Ship physical to yourself.
Text him the code.

Easy peezy

TrepChains

Odd thread, he would never have been able to play at launch using a physical edition without the key from the physical box. Early access doesn't change that at all.

If he's so worried about continuing to play while away, the solution has been posted:

notimetocare wrote: »

Ship physical to yourself.
Text him the code.

Easy peezy

dovakiin5574

@ZOS_GinaBruno

LordGavus

Acrolas wrote: »

Honestly, the best course of action would be to ship the box set to you instead and then email him the game code. As you're married, wouldn't the book and statue eventually be at that address anyway?

This is what i was going to say. Seems a bit of a non-issue to me.

Sablefogg

The main issue here is that a person (any person) has ordered the most expensive version of Morrowwind and has been told by Zos that the shipping time from Amazon to his destination is not ZOS's problem and that they will lose access to Morrowwind from June 8th to June 20. At the same time, purchasers of the cheap copy get full access. This is problem.

If purchasers of the cheap version get full uninterrupted access then there ought to be a workaround for the physical edition purchasers. We have already submitted proof of purchase. There should be no break in access.

As for some of the user commentary about Amazon shipping his purchases to me, thank you for the thought but it does not work for us. Further, he has purchased his own copy - he should be able to do this seamlessly without relying on a third party outside ZOS to deliver his code.

Dareena

@ZOS_GinaBruno
I'm totally agree with the topicstarter. It's disaster.
I pre-ordered physical Collector’s Edition on 12th Feb. I had to pre-order German version because on Amazon US all copies were sold out and Amazon UK doesn't ship outside the country. My artbook and map will be in German (I don't even speak German!) but okay, I accepted it.
There were no sellers in Russia (as always!), I had to pay 18 euro for delivery. But okay, I accepted it.
Now the main problem: Amazon shows delivery date as 16-24 June for me. Basing on my experience with such kind of deliveries it's actually means early July or even mid-July ><
And now I have to wait a month before I will be able to play?! Or even more, depends on a delivery speed?
I signed up for an early access, but since the 8th June I will have no access to Morrowind.
I contacted ZOS support many times, but all they say is "please wait for your copy of game to arrive".
Here, on forum, ZOS simply ignores owners of physical editions with the same problem.

What I've spent on Physical CE box is a one third of an average monthly salary in Russia.
Now they want me to spend even more to get a digital CE and have an ability to play (tho I already have a physical CE preordered and I don't need two games).

I'm playing from the very 2014 Beta and I always was a loyal player, but what happens now is really made me thinking about quitting the game.

Keep_Door

We are living in a digital age.

Its 2017 get with the times.

Dareena

Keep_Door wrote: »

We are living in a digital age.

Its 2017 get with the times.

The most valuable comment of the thread, for sure.

Keep_Door

Dareena wrote: »

Keep_Door wrote: »

We are living in a digital age.

Its 2017 get with the times.

The most valuable comment of the thread, for sure.

Thanks i thought so too

NewBlacksmurf

You're not being punished....

Your choice just causes an effect that you don't like. Perhaps communicate with the supplier and upgrade your shipping method to overnight are more realistic choices

Pre Order doesn't allow the supplier to ship ahead of whatever street dates the supplier has. May not even be as simple as ZOS changing something in their system. But a lot of this is where the delivery is going and how it was ordered and from where it was ordered.

Pre order just reserves you a copy so that any limited supplies are more likely to be supplied to those who paid up front.

That's all a physical pre order is.

Now a digital pre order is completely different and it reads that your preferences are that physical pre orders be treated as digital but that's not possible so it's going to be up to each customer to choose what's best for them.

Dareena

NewBlacksmurf wrote: »

Pre Order doesn't allow the supplier to ship ahead of whatever street dates the supplier has. May not even be as simple as ZOS changing something in their system. But a lot of this is where the delivery is going and how it was ordered and from where it was ordered.

I'm not asking Amazon to ship me my box before the official shipping date.
I'm asking ZOS why AGAIN we don't have sellers of physical edition in Russia (we hadn't physical Imperial Edition too), so we have to order stuff from somewhere else with the delivery taking a month or two.
I'm also very amused with the support team giving different answers on the same questions (big thanks to Julie who finally managed to answer all my questions in the clearest way!).
I kinda very like the silence on the forum too, with ZOS ignoring all the questions from owners of physical CE.

And, after all, couldn't they just give us a code via e-mail RIGHT AFTER the box is shipped instead of putting it in the box? It could solve so many problems. We are living in a digital age after all.

Tornaad

That sounds more like problems relating to the logistical difficulties of where it is coming from versus where it is going to and how much time and energy it takes to go from one point to another and until transporters become a reality digital purchases will always get there first.

ZOS_GinaBruno

@Sablefogg Post or send me your ticket number from Support, and we'll see what we can do.

DMuehlhausen

I mean it sucks, but you can't make everyone happy.

I will say this same type of thing did happen at launch. Almost all the CE editions didn't ship on time. I was able to show proof of purchase after the Early Access ended and was able to keep playing. I'm sure they will do something.

Balamoor

Sablefogg wrote: »

My husband and I love Morrowind. We are appreciative of having been included in this experience, however, we've come across a "too-bad, so sad" problem. My husband purchased the expensive physical edition and I purchased the digital cheapie. We can both play the early release thanks to your little process which gives physical edition users a code to play through the 8th of June. We are excited to do so! But. Amazon will not ship the physical version until the 6th of June. Since he is overseas his expected date of arrival is June 20. Your public announcements all say that physical edition users must put in their code (from the actual game package) by June 8th in order to continue playing. This little details was not revealed until recently and would have impacted his purchasing decision. As it stands, your customer service has been quite firm about insisting that he will simply not be able to play Morrowwind from June 8th until he receives his package June 20. Since he has proof of purchase this seems to be unfair treatment. Your customer service told us to come here into the forums if we had anything further to say. So here we are.

Maybe you ought to take a look at that. If we don't get satisfaction here in this forum it seems that our only recourse will be to cancel his purchase and purchase a cheapie copy for him. Your loss! Our gain - though the trinkets would have been nice. We'll give this a couple of days and see if you can help.

I printed out my pre order receipt from amazon submitted it and am set to start on the 22nd...really wasn't that hard, but I was sure it said somewhere in the explanation that the expansion would remained unlocked until the end of June.

NewBlacksmurf

Dareena wrote: »

NewBlacksmurf wrote: »

Pre Order doesn't allow the supplier to ship ahead of whatever street dates the supplier has. May not even be as simple as ZOS changing something in their system. But a lot of this is where the delivery is going and how it was ordered and from where it was ordered.

I'm not asking Amazon to ship me my box before the official shipping date.
I'm asking ZOS why AGAIN we don't have sellers of physical edition in Russia (we hadn't physical Imperial Edition too), so we have to order stuff from somewhere else with the delivery taking a month or two.
I'm also very amused with the support team giving different answers on the same questions (big thanks to Julie who finally managed to answer all my questions in the clearest way!).
I kinda very like the silence on the forum too, with ZOS ignoring all the questions from owners of physical CE.

And, after all, couldn't they just give us a code via e-mail RIGHT AFTER the box is shipped instead of putting it in the box? It could solve so many problems. We are living in a digital age after all.

@Dareena

I understand and completely comprehend the OP so if what you're asking or commenting about is the same context, then it's a result to where you chose to order from and where the items needs to arrive, it requires time to travel so my first comment is addressing time, choice and place which is the actual issue that impacts the undesired result the OP is facing.

Why even post this to ZeniMax as clearly it's not up to them where retailers decide to conduct business?

If someone didn't order it from ZeniMax, then no they shouldn't give you a code cause they already placed it in the packaging of your desire.

The actual issue comes in understanding where you are, what retail options exist and taking time to comprehend how that impacts your desires if you order.


It's just a matter of choice and your location and not a matter of ZOS doing anything out of the ordinary.

Kodrac

Balamoor wrote: »

Sablefogg wrote: »

My husband and I love Morrowind. We are appreciative of having been included in this experience, however, we've come across a "too-bad, so sad" problem. My husband purchased the expensive physical edition and I purchased the digital cheapie. We can both play the early release thanks to your little process which gives physical edition users a code to play through the 8th of June. We are excited to do so! But. Amazon will not ship the physical version until the 6th of June. Since he is overseas his expected date of arrival is June 20. Your public announcements all say that physical edition users must put in their code (from the actual game package) by June 8th in order to continue playing. This little details was not revealed until recently and would have impacted his purchasing decision. As it stands, your customer service has been quite firm about insisting that he will simply not be able to play Morrowwind from June 8th until he receives his package June 20. Since he has proof of purchase this seems to be unfair treatment. Your customer service told us to come here into the forums if we had anything further to say. So here we are.

Maybe you ought to take a look at that. If we don't get satisfaction here in this forum it seems that our only recourse will be to cancel his purchase and purchase a cheapie copy for him. Your loss! Our gain - though the trinkets would have been nice. We'll give this a couple of days and see if you can help.

I printed out my pre order receipt from amazon submitted it and am set to start on the 22nd...really wasn't that hard.

Read the entire post.

Dareena

ZOS_GinaBruno wrote: »

@Sablefogg Post or send me your ticket number from Support, and we'll see what we can do.

@ZOS_GinaBruno please take a look at my ticket too, it's the same problem: 170510-005364
Thank you for trying to help us!

Nestor

Acrolas wrote: »

Honestly, the best course of action would be to ship the box set to you instead and then email him the game code. As you're married, wouldn't the book and statue eventually be at that address anyway?

This is really the best solution to this problem. It's actually quite elegant to be honest.

Merlin13KAGL

Sablefogg wrote: »

The main issue here is that a person (any person) has ordered the most expensive version of Morrowwind and has been told by Zos that the shipping time from Amazon to his destination is not ZOS's problem and that they will lose access to Morrowwind from June 8th to June 20. At the same time, purchasers of the cheap copy get full access. This is problem.

If purchasers of the cheap version get full uninterrupted access then there ought to be a workaround for the physical edition purchasers. We have already submitted proof of purchase. There should be no break in access.

As for some of the user commentary about Amazon shipping his purchases to me, thank you for the thought but it does not work for us. Further, he has purchased his own copy - he should be able to do this seamlessly without relying on a third party outside ZOS to deliver his code.

Not to be callous, but yours is the exception on many levels. When the order was placed, the expected ship/arrival date is provided. Assuming your husband has been overseas for a while (military?), I suspect the shipping delays are also well understood.

I'm not sure why it wouldn't work for you? Worst case scenario, you each use your codes and you then repackage, ship the PE to him and it gets there when it gets there.

I suspect somewhere along the line customer service may be able to make an exception when provided with proof of shipment, but I suspect this is also in place to prevent people from having free access to the content and then returning the purchased physical edition intact if they decide it's no longer worth it. Perhaps they can provide a temporary digital code with the understanding the in-box variety will replace (and invalidate) the temporary code, or his account would be charged for the digital upgrade should the PE code not be provided.

Dareena

Nestor wrote: »

Acrolas wrote: »

Honestly, the best course of action would be to ship the box set to you instead and then email him the game code. As you're married, wouldn't the book and statue eventually be at that address anyway?

This is really the best solution to this problem. It's actually quite elegant to be honest.

Now who I need to marry to get my code in time? ^_^
Just you realize that we're not the only one with the late delivery, I know at least 3 players with the same problem, all from different countries.