Where is my Nightmare Senche Mount? (Solved)

starkerealm

@BrightOblivion, if I had to guess, getting someone to sign off on passing out keys. That might be something that's kept fairly secure by ZOS, depending.

DoctorESO

This issue must've totally caught them by surprise.

BrightOblivion

DoctorESO wrote: »

This issue must've totally caught them by surprise.

It honestly seems like it has, which, though I'm trying to be understanding and patient, is proving to be relatively baffling to me, particularly given how far into the process we are and all the other issues we've seen with this batch of pre-order codes (like them being sent late to Best Buy and Best Buy still not receiving them). I understand that they're wrestling with a lot of people having this issue all at once, and if you printed out all the tickets they deal with in a day, you may even be able to fill a swimming pool (possibly an exaggeration, but I wouldn't be overly surprised if it was closer to the truth than I might think). And I understand that, given the job listing someone posted, they're probably trying to do all this short-handed and someone's missing pre-order mount isn't exactly high on the pile.

But I'd also like to have the fire cat for which I ordered Summerset before June 5 and which I keep seeing on a giant freaking ad banner every time I log into a character, even if it's the same character I've been on all day and just relogged to respawn some apples. At this point, and someone who knows better can feel free to tell me to shut up and admit I don't know what I'm talking about (because I probably don't), I'd almost suggest a checklist approach like they have when one goes to update the registration on their car every year, at least around here, with screenshots attached to the report. For instance:

- Proof of purchase for Summerset, like an invoice or receipt or something that shows the date you bought it
- A screenshot of the response from the retailer support (because they should be your first stop, I suppose) showing that they're not going to be any help, aren't giving the keys, or don't have them.
- Maybe a picture of the mounts collection window to show that you do indeed not have the senche

And I know that they could go in and see most of that stuff in their system, because they have that capability, but having it all in one place would streamline the process. Then, if they need to have someone higher up the chain sign off on sending out the code, they can take that checklist to the person, have them sign off on it, and apply the code themselves (which they've proven they can do with the Summerset beta keys that nearly gave me a heart attack when I got a random email telling me a code had been redeemed on my account). And maybe they're already doing that, or have perfectly valid reasons for not doing so. (Again, I know nothing, and my customer service experience is extremely limited)

As it stands, though, it definitely seems like they've been caught off-guard and are trying to figure out how to handle this as they go along, or are just absolutely swamped right now.

TL;DR (because certain people have been grumbling lately that I type replies that are too long): Yup. Looks that way. Wish it hadn't, though. I want my cat. Maybe try a checklist?

HjorrMundGandr

Got my reply after 3 days, they processed every detail of my situation and today it was all resolved. I hope it can be for all of you too. I'm riding my senche to the summerset maps as I write this.

Good luck everyone else. Support always comes through in the end. No matter how long it takes.

BrightOblivion

@HjorrMundGandr That's awesome to hear, and I'm super stoked for you!

Right now, though, I'm sitting here over two days after I submitted my ticket (180530-001559), and nearly that long after I added the last attachments that I could think of them needing, and still haven't gotten even the first level copy-paste reply that I've seen so much grumbling about. So I'm feeling more than a little discouraged and frustrated right now.

But I'll try not to give up hope that support's gonna come through. Even if I am alternating between spam-refreshing this and the support page, hoping for a ticket update or a comment from the magnificent green support machine that is @ZOS_BillE

DoctorESO

BrightOblivion wrote: »

DoctorESO wrote: »

This issue must've totally caught them by surprise.

It honestly seems like it has, which, though I'm trying to be understanding and patient, is proving to be relatively baffling to me, particularly given how far into the process we are and all the other issues we've seen with this batch of pre-order codes (like them being sent late to Best Buy and Best Buy still not receiving them). I understand that they're wrestling with a lot of people having this issue all at once, and if you printed out all the tickets they deal with in a day, you may even be able to fill a swimming pool (possibly an exaggeration, but I wouldn't be overly surprised if it was closer to the truth than I might think). And I understand that, given the job listing someone posted, they're probably trying to do all this short-handed and someone's missing pre-order mount isn't exactly high on the pile.

But I'd also like to have the fire cat for which I ordered Summerset before June 5 and which I keep seeing on a giant freaking ad banner every time I log into a character, even if it's the same character I've been on all day and just relogged to respawn some apples. At this point, and someone who knows better can feel free to tell me to shut up and admit I don't know what I'm talking about (because I probably don't), I'd almost suggest a checklist approach like they have when one goes to update the registration on their car every year, at least around here, with screenshots attached to the report. For instance:

- Proof of purchase for Summerset, like an invoice or receipt or something that shows the date you bought it
- A screenshot of the response from the retailer support (because they should be your first stop, I suppose) showing that they're not going to be any help, aren't giving the keys, or don't have them.
- Maybe a picture of the mounts collection window to show that you do indeed not have the senche

And I know that they could go in and see most of that stuff in their system, because they have that capability, but having it all in one place would streamline the process. Then, if they need to have someone higher up the chain sign off on sending out the code, they can take that checklist to the person, have them sign off on it, and apply the code themselves (which they've proven they can do with the Summerset beta keys that nearly gave me a heart attack when I got a random email telling me a code had been redeemed on my account). And maybe they're already doing that, or have perfectly valid reasons for not doing so. (Again, I know nothing, and my customer service experience is extremely limited)

As it stands, though, it definitely seems like they've been caught off-guard and are trying to figure out how to handle this as they go along, or are just absolutely swamped right now.

TL;DR (because certain people have been grumbling lately that I type replies that are too long): Yup. Looks that way. Wish it hadn't, though. I want my cat. Maybe try a checklist?

It's crazy, because they had a system like this in place last year for Morrowind, and they put that system into place well before release date! This year for Summerset, it's like they INTENTIONALLY did not create a system and hoped it all sorted itself out, just like the Bobs did in OfficeSpace when they took an unwanted employee off the payroll but never told him he was fired.

BrightOblivion

UPDATE!: So I've finally gotten a reply from ZOS Support. Unfortunately, it seems as though it's that first line copy-and-paste response that I've heard so much about. The suggestions about repairing the launcher and looking on the receipt for the code, even though I've said, and even linked the response from the retailer's (CDKeys.com) support, showing that I have not received any sort of second code from them and, indeed, will not be receiving one from them.

Something along the lines of "It doesn't come with extra/bonus content unless it mentions it on our site."

ZOS Support also requested the proof of purchase, which I had already attached, so I attached another copy of it, labeled (I hope helpfully) as "Proof of Purchase.jpg", and included a bullet point listing of where the various points they require are located. I was tempted to add another copy with arrows pointing to and labeling the requisite parts, but refrained.

While not a particularly satisfactory response, and one which indicates that there are going to probably be a couple more verses in this particular song and dance that we have to run through, at least it was a response and it indicates that the ball is rolling forward, even slowly.

For now, though, it's back to the waiting game, though hopefully it won't be another 4 days before the next reply, as this limbo state is getting relatively exhausting.

UPDATE #2: Support came through!!!!! Just got an email message maybe 4 hours after I sent what they wanted me to give them, and they've applied the senche to my account! So I quit the game, logged back in, and I've got it! Yay!

HjorrMundGandr

Ahh I'm so happy they are working this out for everyone else as well. Its a shame though that everything is not handled in the same way. I understand that they need to weed out the people that may or may not have legit keys and are telling the truth. but come on. If they can see that the person has purchased Summerset form CDkey or other, clearly has a verified key that has already activated Summerset, please explain why are there parts missing? And Why there was never a sticky thread just for this stating that there is some activation issue on ZOS's part.

I know this has already been resolved for me and others here, but I still have no idea why it happened, which makes me question Cdkey. And it also makes me wonder about the competency of the support team as it seems as though emails back and forth seemed to be to a new person every time?!?!?
Why did the keys in the first place not include the content stipulated by the website, and then ZOS was asking for secondary keys when there were non? To my knowledge there were non, but who knows really.

Anyway I'm glad that things are sorting themselves out and we can put this all behind us...for now.
When is the next DLC/chapter????
And where are you all going to get your copy?
I feel like steam or Directly from site might be the only way to go, to save a headache like this in the future.
See you all after E3.

BrightOblivion

So a few things. First, I'd posit that the reason ZOS needs to have a proof of purchase is to verify that you actually purchased the key, and didn't do something like steal it out of a box or copy it or...something. As to why there were parts missing, that would be due to them using a two code system (one for the game, and one for the pre-order senche), but not shipping both codes at the same time, which feeds into why they were asking for a second code that people don't have. If you read other threads about this issue in this section, you'll see that even Best Buy, who is one of ZOS's partner retailers for this, did not receive their preorder codes with the game codes and, last I heard (which was a few days ago) still hadn't received that shipment.

Now, I have no idea why CDKeys didn't include the codes or try to get hold of them, where they wound up, or why the pre-order bonuses aren't mentioned or included on their website. For all I know, they decided that it wasn't worth the extra hassle or cost to get hold of those, too, and chose not to even try. I'm not entirely sure.

I'm also not entirely fussed with the fact that, in three emails from them, I got three different people responding, for the same reason that I'm not terribly concerned when I call the help line for my bank and don't get the same person every time. Their support staff's primary goal is not to build rapport, but to deal with all requests quickly and adequately, and so you get the first available person who can address your problem. And I'd say that, even if you aren't terribly pleased by some of their responses or policies, they do that. When I first tried to purchase Summerset, there was a technical issue which resulted in the order failing to be placed, but PayPal still registering and issuing the payment. Within 30 minutes (their window between when you order something and when you should contact support about not having received a key in the mail), I had received a message from one of the CDKeys support telling me that a refund had been issued, apologizing for the technical issue that had occurred, and giving me a code for a discount should I still want to purchase the product from them. I hadn't even hit send on my support request yet! And when I sent the request about the preorder code, I got a response perhaps an hour later from them which, while not what I wanted to hear and still fairly frustrating, did answer my question.

As mentioned above, there was a second key (or at least was supposed to be), but retailers didn't receive it with the rest of the stuff or at all, and that's at least partially a ZOS issue that I hope they'll learn from in the future. Too many things to juggle leads to inconsistency.

Regarding the next DLC/Chapter, if it's anything like last year, we'll have a DLC in September or October (a dungeon one, I'd suspect) and then another smaller, Clockwork City-like overland DLC in December. These will only be purchasable through Steam or the official website. Our next chapter will likely come out next June, with the pre-release for PC in late May.

As to where I'll get the next chapter, I'm not sure. Barring a forbidding from ZOS or something that makes it absolutely worth the extra cost, probably where I can most reliably get it at the lowest cost with all features intact. What I absolutely, 100% won't be doing is getting it through Steam, based on some of the policies I've recently heard Steam has that I find particularly distasteful, like tying your account irrevocably to the Steam platform and not even giving you ZOS account credentials.

But we'll have to wait until next year to see how it all works out.