Digital Upgrade purchased by mistake, did not realise content not the same as Standard edition.

spi

Stuck in lockdown for coronavirus, so decided to play with friends to try the game again. Decided to purchase the new content on Sale to try.

Elyswer Standard Edition contains base game, Summerset Chapter, Morriwind Chapter and Elyswer chapter. On sale for 14.99 euro.
Digital upgrade for players with existing account costs 8.99 euro on sale, but only contains Elswer apparently.
THIS IS NOT CLEARLY highlighted in any of the store pages. Which just states REQUIRES THE ELDER SCROLLS ONLINE, SOLD SEPARATELY. Nothing about the missing chapters.
As I had the base game, paid for full price for the explorer's edition when it came out. I assumed buying the digital upgrade would be the same,
My game account says I now have THE ELDER SCROLLS® ONLINE: ELSWEYR™ DIGITAL STANDARD EDITION
But when I downloaded the game to play. No warden class, no summerset access, no morrowind access. .

I bought the upgrade in good faith. And after downloading the game to try out soon discovered none of the stuff worked. I created a ticket about it, requesting the missing content or a refund.
It seemed reasonable that someone who had purchased the game priviously would save a little bit of money on the update, and not have to purchase the base game again.

Have waited 7 days already and heard nothing back. The sale ends in a day or so, I have been unable to play this whole time waiting for a response.

Ticket 200405-008657

idk

I just looked at both the Elsweyr digital upgrade and the Elsweyr Standard Edition. There is a very clear difference in the description for the two. The Upgrade clearly states it requires the base game and makes no mention of the previous chapters while the standard edition makes mention that it includes the previous chapters.

Your reasoning that players who have bought the base game before are correct. That is why there is the upgrade edition. Zos is not making someone buy the base game again but merely creating a bundle for those who have never purchased the game before. There is an increased cost for the standard edition to account for it including the base game and previous chapters. This is hardly a rip-off.

As for what you say "none of the stuff worked", I do not know what you are saying did not work. I will tag @ZOS_BillE to see if they can help you once you provide the ticket number. If you are expecting to receive the previous chapters from buying the upgrade edition then I think you are out of luck.

I would also suggest being kind with your words when speaking with BillE and anyone from tech support. This is just a suggestion.

spi

I understand what you are saying. It just seems that there is no in between option for those with the base game to upgrade including the other chapters included with the standard edition. It is either not get the missing chapers, or pay again to repurchase the original game again as well. After spending 100=200GBP for early access exploreres pack and subscription fees back in 2014-15 I had assumed that the several euros saved by upgrading seemed reasonable.

And repuchasing the standard edition including the base game, would this have any effect on previously recievedbonus items from the previous base game edition bought?

It does state it you are correct, but you have to read it very carefully to realise that, just clicking buying elsywer goes straight to the standard page saying includes the previous chapters. I just clicked on the digital upgrade and purchased it. I assumed it was the same as the standard one. It was not obviously apparent to me. As usually I would expect an upgrade to have the same content for the base game holder.
If was NOT clear from just reading the digital upgrade sale page that the other chapters were not included, if there was a line saying they were not it would would be much more clear for a casual purchaser. You have to read both the standard edition text and digital upgrade editions carefully and compare them to actually notice the difference you mentioned.

I had purchased the upgrade, realised a few hours later that it did not contain a huge chunk of content I expected was missing when could not create a warden character or travel to the other continents and was referred to the store to purchase them. That is what I mean by did not work, the features I had expected when purchasing. Only after this I realised the difference between the two types of purchase by going online and reading more about the previous editions and chapters and rechecking the text and that I had not got the other chapters with the digital upgrade.

So created the ticket about it, stopped playing and have been waited a week now without any response. I am not nesassarily requesting the previous chapters added for free, and would be willing to consider paying the small difference in the sale prices between them, but of course needed to get in contact with customer service to do this.

Ticket 200405-008657

spi

So, I took at look at the non sale prices in Euro.
49.99 for Elyswer standard edition including base game.

20.99 for digitial upgrade, however 8500 crowns are needed to purchase Morrowind, Summerset and the warden class. (I do not know if anything else is missing)
8500 crowns costs 34.99 and 20.99 for a 5500 and 3000 crown pack. Total cost 76.97

It could not seem to find anyway to to purchase the game content for a comparable price as an Upgrade for existing customers as it would cost to buy everything again from scratch.

That is why I feel that the pricing was unfair towards existing players. You have to open all the pages and compare to find this information out, so somone coming back to the game and just upgrading would be much worse off financially. Where I would expect them to be the same, or possibly save a small amount from preowning the base game.

I am sorry if I am mistaken, please correct me if this information is wrong.

My concern now is that I will still be unable to play the content, that I will not get a reply from customer services in time and will be unable to complete my purchase of the Elywer and other chapters on sale as it seems to end soon.

Ticket #200405-008657

DaveMoeDee

First, of course it isn't going to say "does not include Morrowind." Why would it? That isn't the chapter you are buying. Morrowind is included as a bonus for the other version. You got what you paid for. You got what was advertised. Pay attention next time to what it says is included (and what it doesn't specify.)

Second, I believe ZOS changed the way game keys work. You can buy the standard edition to get all those chapters if you think it is a better deal. If you apply the standard edition key to your current account, you do not lose anything you already had. It is up to you to decide which deal you think is better. [Edit: this is different from how it previously worked, where the non-upgrade version could not be applied to existing accounts, causing long time players to miss out on the better deals.]

Third, it is always the customer's right to talk to customer service if they made a mistake like you made. Let's be clear though -- the mistake was yours. But that doesn't mean that you shouldn't advocate for what you want. Just be careful with your tone, as you are asking them for a favor.

Fourth, I will concede though that the whole chapter, crown store DLC, ESO+ model is confusing when you first check it out. Personally, when I find something confusing, I investigate further. I do not assume the best or the worst. I protect my interests by confirming my understanding before making a commitment.

spi

I admit I made the mistake due to it being confusing. I purchased the game at the invitation to play with a friend and did not read up much about it beforehand. I did not know that parts of the continent and clases were locked behind dlc/chapters at the time.

I am happy to buy the standard edition, and then get a refund for the digital upgrade to Elsywer as being able to was mentioned in the original purchase confirmation.

But I have been seeking confirmation from a support agent to know if this is the correct way to go about it.

Having sent emails to the customer support and had an open ticket for a week I created a forum account to ask about it as seemed the only way to get any information. Plus this route will only be possible for another day due to the April sale.

Ozium

if compare side both tabs it's quite clear, i mean REALLY there has to be a reason they are different prices ...

ZOS_Bill

@spi

We have sent you a private message regarding your ticket.