Greymoor purchasing issue turned into robbery

Scythe_Mercer

Sooooo, a friend o mine pre-ordered Greymoor 2 weeks or so before launch. Upon launch they never got to access the chapter with the game saying they HAD purchased it but could not teleport there. It old them to Upgrade but then it would bring up the purchase page saying it WAS purchased. After submitting multiple tickets with NO response from ZoS whatever they now found out in-game that the game says they NEVER purchased it at all when it is in fact not true. They have screens of purchase from Steam and what the game said. I'm trying to be level headed about this but if they didn't get a refund and DID NOT get their content. ZoS basically took the $70 and ran with it. What is this nonsense about? https://cdn.discordapp.com/attachments/300800103269007383/719338576760012830/Greymoor4_2.PNG

https://cdn.discordapp.com/attachments/300800103269007383/719338522959675493/Greymoor2.png

https://cdn.discordapp.com/attachments/300800103269007383/719338540504449094/Greymoor3.png

https://cdn.discordapp.com/attachments/300800103269007383/719338502197870693/Greymoor1.png

Destai

List your tickets here and maybe @ZOS_BillE can help you.

Scythe_Mercer

200530-011538 and 200607-013314 are the ticket numbers. I am taking it upon myself to post about this since my friend does not have access to post on forums and such.

Sylvermynx

There were definitely issues with this chapter launch. It wasn't "robbery" - it was a total balls-up by staff. They had Greymoor completely unlocked for PTS - and someone forgot to unset that flag before live launch. So a lot of people got access who hadn't paid - and after they tried to repair things, some people who had paid didn't have access.

Thanks for posting the ticket numbers. Tell your friend that reposting to the same ticket before receiving a reply from CS will simply put him/her back to the end of the queue. Your friend needs to respond to whatever reply s/he receives from CS with restating the original problem. It might take more than one cycle of response with the original issue - everyone in CS is working from home right now, and things aren't "normal".

Please ask your friend to be patient. Fury and raging isn't going to help.

@ZOS_GinaBruno @ZOS_BillE @ZOS_JessicaFolsom

fastolfv_ESO

tell em to request a refund by whatever bank they use, it will charge zos for it returning the favor

Sylvermynx

fastolfv_ESO wrote: »

tell em to request a refund by whatever bank they use, it will charge zos for it returning the favor

And that will get the person's account banned. Not good advice AT ALL.

Scythe_Mercer

Thank you everyone for the help. I am a bit upset, but I am so grateful to having the help. I appreciate everyone's hard work and though yes, I am angry and upset, I'll look forward to the help as this has definitely been an experience. I was looking for answers in hopes that I wasn't the only one having this issue. Thank you again for looking into it and I look forward to hearing from you in the future.

Sylvermynx

Scythe_Mercer wrote: »

Thank you everyone for the help. I am a bit upset, but I am so grateful to having the help. I appreciate everyone's hard work and though yes, I am angry and upset, I'll look forward to the help as this has definitely been an experience. I was looking for answers in hopes that I wasn't the only one having this issue. Thank you again for looking into it and I look forward to hearing from you in the future.

I hope you and your friend can hold onto patience and good sense. And I do hope things get sorted out soonest!

Tigerseye

It's funny, isn't it?

People pay a company and then, when something goes wrong, the only person to help them is another customer.

I don't care if they're working from the moon, at the moment, they need to answer tickets.

idk

Scythe_Mercer wrote: »

200530-011538 and 200607-013314 are the ticket numbers. I am taking it upon myself to post about this since my friend does not have access to post on forums and such.

@Scythe_Mercer

Since this is your friends issue there is no point in you posting those ticket numbers as they are not your ticket numbers based on what you have said. Your friend needs to post in the forums and provide the ticket numbers as Zos will rightfully not discuss the issue with you.

We will happily tag BillE to help your friend once your friend asks for it here.

idk

Tigerseye wrote: »

It's funny, isn't it?

People pay a company and then, when something goes wrong, the only person to help them is another customer.

I don't care if they're working from the moon, at the moment, they need to answer tickets.

Zos is answering tickets. Zos has clearly stated that CS responses are much slower than normal due to a much higher ticket volume due to more playing curing COVID. Other major games are having the same issue. Bioware specifically told their players CS response would be slower. Amazon delayed the start of the next Alpha phase of its much-anticipated MMO due to COVID. So yes, they are responding but like the rest of the world, they have been impacted and frankly, that is life.

Scythe_Mercer

idk wrote: »

Scythe_Mercer wrote: »

200530-011538 and 200607-013314 are the ticket numbers. I am taking it upon myself to post about this since my friend does not have access to post on forums and such.

@Scythe_Mercer

Since this is your friends issue there is no point in you posting those ticket numbers as they are not your ticket numbers based on what you have said. Your friend needs to post in the forums and provide the ticket numbers as Zos will rightfully not discuss the issue with you.

We will happily tag BillE to help your friend once your friend asks for it here.

They cannot post on the forums due for the need of an invitation code that doesn't work for them. CS would not likely aid in that matter as well due to COVID scenario and I understand it is hindering ZoS' efforts to resolve issues. Some of these issues have gone on for weeks after the launch. I am simply looking after a friend in need, thank you.

Yamenstein

Okay. Random screenshots cool.

If he bought it through steam just get him to request a refund through steam.
From there he can purchase again or move on.

I don't think ZoS is trying to steal $70 from your friend. It's either a bug on ZoS side or on steam.

Scythe_Mercer

Yamenstein wrote: »

Okay. Random screenshots cool.

If he bought it through steam just get him to request a refund through steam.
From there he can purchase again or move on.

I don't think ZoS is trying to steal $70 from your friend. It's either a bug on ZoS side or on steam.

They were screenshots provided by what my friend was shown in game and Steam. Their name cut out for privacy sake. I'll inform them of trying to request a refund through Steam so ty for that suggestion. Either a bug from Steam or ZoS the whole thing was causing frustration for sure.

Lysette

Sylvermynx wrote: »

fastolfv_ESO wrote: »

tell em to request a refund by whatever bank they use, it will charge zos for it returning the favor

And that will get the person's account banned. Not good advice AT ALL.

exactly that is what most gaming companies do when a payment is forcefully taken from them - account ban or even account termination with no way to ever get it back.

fastolfv_ESO

telling someone who has had 70$ stolen from them to not recover it is even more insane than risking losing your account, why would you even want to play a game where a company took your money and did not give you the purchased product. if zos told them they did not buy it thats literally the only solution

VaranisArano

fastolfv_ESO wrote: »

telling someone who has had 70$ stolen from them to not recover it is even more insane than risking losing your account, why would you even want to play a game where a company took your money and did not give you the purchased product. if zos told them they did not buy it thats literally the only solution

You don't want to do a chargeback until you've exhausted every other option and are willing to lose your account.

I've watched the progress on a couple threads of folks who were trying to reverse the account ban after a chargeback and, well, let's just say that if you think it took too long to deal with the initial refund? Dealing with the chargeback takes even longer and required even more rounds of back-and-forth with Support.

At the moment, I'd counsel patience. There were enough issues at launch with Greymoor getting opened improperly on some accounts and closed improperly on others that it's best to wait on Support.

LuxLunae

Scythe_Mercer wrote: »

Sooooo, a friend o mine pre-ordered Greymoor 2 weeks or so before launch. Upon launch they never got to access the chapter with the game saying they HAD purchased it but could not teleport there. It old them to Upgrade but then it would bring up the purchase page saying it WAS purchased. After submitting multiple tickets with NO response from ZoS whatever they now found out in-game that the game says they NEVER purchased it at all when it is in fact not true. They have screens of purchase from Steam and what the game said. I'm trying to be level headed about this but if they didn't get a refund and DID NOT get their content. ZoS basically took the $70 and ran with it. What is this nonsense about? https://cdn.discordapp.com/attachments/300800103269007383/719338576760012830/Greymoor4_2.PNG

https://cdn.discordapp.com/attachments/300800103269007383/719338522959675493/Greymoor2.png

https://cdn.discordapp.com/attachments/300800103269007383/719338540504449094/Greymoor3.png

https://cdn.discordapp.com/attachments/300800103269007383/719338502197870693/Greymoor1.png

make sure you show them the -charge in your account bank statement (make sure you only show the statements)

If that is to sensitive send a pic of the steams transaction history showing that it was bought.

I just don't see how a pic of a purchase on may 13, before the game was out ...and it's problems...that pic just doesnt seem right to me... sorry for being skeptical.

Steam purchase history shows if the money has been refunded as well. Just gotta know ya know...

idk

Scythe_Mercer wrote: »

idk wrote: »

Scythe_Mercer wrote: »

200530-011538 and 200607-013314 are the ticket numbers. I am taking it upon myself to post about this since my friend does not have access to post on forums and such.

@Scythe_Mercer

Since this is your friends issue there is no point in you posting those ticket numbers as they are not your ticket numbers based on what you have said. Your friend needs to post in the forums and provide the ticket numbers as Zos will rightfully not discuss the issue with you.

We will happily tag BillE to help your friend once your friend asks for it here.

They cannot post on the forums due for the need of an invitation code that doesn't work for them. CS would not likely aid in that matter as well due to COVID scenario and I understand it is hindering ZoS' efforts to resolve issues. Some of these issues have gone on for weeks after the launch. I am simply looking after a friend in need, thank you.

I understand you are looking to help a friend in need. The reality is that Zos will likely not discuss the matter with you. It is probably a privacy issue.

Your friend likely received an invitation code to the forums when they created their game account.

On the off chance they did not get an invitation they need to go through CS which will be a slow response right now. For that, I suggest you send a note to @ZOS_BillE with your friends email address and maybe BillE will be able to communicate with them that way.

Scythe_Mercer

Thank you for all of you getting back to me. I really would just be happier finding out what happened and seeing if they could get access to what they paid for. I'd more like to get answers at this point. I don't want hostility as this is honestly the first time something like this has happened and they just wasn't expecting it. Again, thank you all for your advice!

Mettaricana

Edited* cuz ill get bannned again for something...

Ilsabet

I'll just mention something that I experienced on the off-chance it's relevant to your friend.

I preordered Greymoor through Steam as well. However, at the time I was having issues logging in to the game via the Steam launcher, so I was using the game client directly (which I can do because my account is relatively old). I didn't see the preorder horse in my collections, and so I thought something was wrong with my preorder, but the purchase did show up on Steam. It turned out that I needed to log in via Steam in order for the preorder to be recognized on my account.

So, just in case your friend is bypassing the Steam launcher like I did, have them log in via Steam and then see if Greymoor shows up on the account.

LuxLunae

Ilsabet wrote: »

I'll just mention something that I experienced on the off-chance it's relevant to your friend.

I preordered Greymoor through Steam as well. However, at the time I was having issues logging in to the game via the Steam launcher, so I was using the game client directly (which I can do because my account is relatively old). I didn't see the preorder horse in my collections, and so I thought something was wrong with my preorder, but the purchase did show up on Steam. It turned out that I needed to log in via Steam in order for the preorder to be recognized on my account.

So, just in case your friend is bypassing the Steam launcher like I did, have them log in via Steam and then see if Greymoor shows up on the account.

When I do this with the Bethesda ESO launcher and bypass their launcher it deletes the ESO.exe and then locks the whole folder. I have to restart my computer and open up the launcher to let it redownload that exe... some bs imo...