Is the Greymoor Physical CE even going to ship?

UrQuan

Greymoor launch is only a week away now, and out of everyone I've talked to who pre-purchased the physical CE, not a single person has an anticipated shipping or delivery date. Given the difficulties and delays that are going on right now with all kinds of manufacturing and shipping around the world, it's seeming less and less likely that there's any chance of us receiving our copies in time for launch. Even at the best of times, ZOS hasn't been able to reliably get the physical CEs to the people who pre-purchased them in time for launch, and this is far from the best of times.

I'm really hoping someone from ZOS can address these questions:

• Have there been delays to producing the Greymoor physical Collector's Edition?
• When is it expected to ship (or is it going to ship at all)?
• How will people who pre-purchased the physical CE access Greymoor on launch when their purchases haven't arrived?

@ZOS_GinaBruno @ZOS_JessicaFolsom or anyone else, can you shed any light on this?

To be honest, I really don't understand why the default plan isn't always to ship pre-purchases for physical CEs well in advance of the launch date. It's not like anyone would get to play it before launch anyway, except on the PTS like anyone playing on PC can do.

idk

The physical portion that will be delivered likely has absolutely nothing to do with accessing Greymoor. The game itself is digital.

While I have never purchased anything for ESO from a third party I understand either a code comes via email which you would redeem in your ESO account (website) or the vendor supplies that info to Zos. It does not come in a physical delivery as that can be subject to earthly delays and human error.

I would check your online account to see if the purchase has been applied to your account. If not then start looking through the emails from your vendor of choice. They should be your source for the code to access Greymoor when it launches.

UrQuan

No, a code does not come via email. It hasn't for any of the physical CEs, from the original Imperial Collector's Edition, to the most recent Summerset CE. The code comes on a little piece of paper inside the physical CE.

idk

Wow. That is so antiquated.

Did the previous CEs come from the vendor or did Zos ship them? If the vendor I suggest contacting them also.

Deloth_Vyrr

I received an email from Amazon stating my order was "delayed" and I would receive an updated delivery date once they knew when it was.

UrQuan

Deloth_Vyrr wrote: »

I received an email from Amazon stating my order was "delayed" and I would receive an updated delivery date once they knew when it was.

Me too, and same with everyone else I've talked to who pre-purchased it. That's why I'm asking these questions here.

SeaGtGruff

Just a thought, but is it possible that when Amazon says it will be "delayed," they're talking about in relation to the original release date rather than the new release date?

bearbelly

SeaGtGruff wrote: »

Just a thought, but is it possible that when Amazon says it will be "delayed," they're talking about in relation to the original release date rather than the new release date?

Difficult to say.
EVERYTHING you order from Amazon right now is on a delay of at least several days.

idk

bearbelly wrote: »

SeaGtGruff wrote: »

Just a thought, but is it possible that when Amazon says it will be "delayed," they're talking about in relation to the original release date rather than the new release date?

Difficult to say.
EVERYTHING you order from Amazon right now is on a delay of at least several days.

This is true though it is getting close to normal for many things. However, Zos also delayed the release.

ProfessorKittyhawk

Jess and Gina stated on the latest ESO live that if you ordered the physical ce there'd be a way for you to play if it doesn't get there in time by getting touch with customer support. Basically how they did it with previous chapters. Keep a screenshot of your order receipt handy.

Aelorin

On the website of my retailer, the release date of the CE is the 26th of May. So I am not worrying right now.

UrQuan

ProfessorKittyhawk wrote: »

Jess and Gina stated on the latest ESO live that if you ordered the physical ce there'd be a way for you to play if it doesn't get there in time by getting touch with customer support. Basically how they did it with previous chapters. Keep a screenshot of your order receipt handy.

That's actually a bit worrisome, because with previous chapters (particularly Summerset) it was quite badly botched and customer support kept saying that they couldn't do anything if the physical CE didn't arrive in time, despite posts from Jess and Gina saying the opposite. I really hope they've got something better than how they did it with previous chapters, because how they did it with previous chapters was an absolute mess.

rotaugen454

I had a delayed arrival of VVardenfell. Sent a screenshot of my purchase to customer support. They gave me a temporary access to everything until physical copy arrived and I put in code. Don't panic.

UrQuan

rotaugen454 wrote: »

I had a delayed arrival of VVardenfell. Sent a screenshot of my purchase to customer support. They gave me a temporary access to everything until physical copy arrived and I put in code. Don't panic.

I had to go back and forth with CS for several days to get them to agree to do what Jess and Gina said they would do for Summerset, because they kept saying that I was *** out of luck if it didn't arrive on time. In fact, they explicitly told me that there was no way that they could possibly give anyone who bought the Summerset physical CE access if it hadn't arrived yet. Multiple different people from CS told me it was impossible. I only got them to finally agree to do what ZOS had promised by pestering them over and over and actually talking to their manager on the phone.

What I'm looking for here is a post from a ZOS employee spelling out exactly who to contact and with exactly what info, because based on past experience I don't have any confidence that just contacting CS & sending them a screenshot of my purchase will be of any use at all. I'm expecting that there will be something actually set up for it this time instead of just a vague "oh contact CS and good luck, maybe they'll decide to help you and maybe they won't".

I'm also hoping they can answer if they know whether production and shipping of the physical CE has been delayed or not (ie. when do they expect them to actually be shipped). If production or shipping has been delayed, that's understandable, but there needs to be a specific process set up for those who bought the physical CE to get access. Based on how it completely failed to work in the past, just "contact CS" isn't good enough. Not without a specific CS process being set up just for it, with details on exactly what info needs to be included, and a guarantee that the CS staff actually know about the process and will make sure that everyone who bought the physical CE can access Greymoor on day one.

So what's the scoop @ZOS_GinaBruno @ZOS_JessicaFolsom ? What's the process here?

UrQuan

Update: a friend of mine found this:
https://help.elderscrollsonline.com/app/answers/detail/a_id/49384

So it looks like they are expecting that it will ship and at least be in some stores in time for the 26th. More importantly there is a better process for when it doesn't arrive in time for launch this time with a specific form to fill out for Customer Service, as opposed to previously when you just had to pick whatever category you thought was closest and hope for the best (only to get shut down over and over again by CS).

This should be in a sticky on the forums & communicated in other places too!

UrQuan

Hmm, but when you go through that and submit the form you get a notice at the end that says

Thanks for submitting your question. Your ticket number is:

and there's no ticket number... So now I'm not sure if the form actually did anything.

Edit: looks like it did submit, it just didn't display a ticket number for some reason. The ticket does show up though.

TJCSalisbury

UrQuan wrote: »

Update: a friend of mine found this:
https://help.elderscrollsonline.com/app/answers/detail/a_id/49384

So it looks like they are expecting that it will ship and at least be in some stores in time for the 26th. More importantly there is a better process for when it doesn't arrive in time for launch this time with a specific form to fill out for Customer Service, as opposed to previously when you just had to pick whatever category you thought was closest and hope for the best (only to get shut down over and over again by CS).

This should be in a sticky on the forums & communicated in other places too!

Thank you! This was huge!

ZOS_Bill

As there are multiple threads on this topic this specific discussion will be closed.

If you have contacted your retailer and find that you are not able to acquire your PC/Mac Physical Collector's Edition of Greymoor before it launches on May 26th, log into the help website and click here to contact Customer Support for assistance. Please note that you will need to provide your proof of purchase to proceed.