Zenimax and Amazon dropped the ball.

Unmatched

BlackQueen wrote: »

Unmatched wrote: »

I just got off the phone with the amazon rep, and because my order was cancelled (not by choice) there is literally nothing they can do. I am literally screwed out of my character because I don't have the explorer's pack code. Would be nice if I could just get the digital imperial edition and have a code sent to me from ZOS. I would lose quite a bit if I had to restart.

One of my friends bought from GMG, GMG canceled his order and refund to him. His account was be frozen (might be closed) by Zos. If you wanna keep this account might be you need talk with Zos asap.

I am trying to contact them. I received the standard e-mail everyone else is getting. I replied and asked them that if I ordered the digital edition can they just credit me the explorer's pack. I know they can do this, they are like...gods of the game and such.

Evulsive

Lucian_Star wrote: »

Evulsive wrote: »

At this point, I just want to cancel my physical copy and purchase a digital one, however, I do want to take advantage of the CE.
ZOS?! Are you there?!

yes i agree

Just to make it clear, I did not cancel my order and I waited and fortunately, I will be able to receive the game tomorrow. I'm glad that everything got fixed up. I will be giving TESO a 5* review on amazon, but I must say I am very dissapointed with what happened, so ZoS and Amazon get a maximum of 2*. Hopefully everyone will be able to get their copies soon! Be patient!

RecoveredAshes

BlackQueen wrote: »

Kheoss wrote: »

or make some temp codes that let those of us who did order the dang thing, give them to amazon to email to the corresponding emails of who's package will not be received until late next week/after sunday

agree. My order is shipped, and shows it should be delivery today. However, normally UPS knock my door around 1:00 pm. Right now it is 6:30 pm, no one comes. I am afraid I cant get it today and UPS never delivery on Saturday and Sunday.

Amazon could put them on a dang Fedex truck and deliver them tomorrow "cause Fedex delivers on Saturdays" but i guess that would F up things even more.

Ziz

@ZOS_AlanG‌ @ZOS_GinaBruno‌ @ZOS_JessicaFolsom‌

Just called Amazon about m Physical Imperial Edition I purchased back on Jan. 30th.

Delivery date April 12th

CAN ANYONE SAY... If I cancel my Amazon preorder and purchase directly from elderscrollsonline.com or other retailers will I keep all of my current bonuses and characters?!?!?

Heads need to roll.

Unmatched

Ziz wrote: »

@ZOS_AlanG‌ @ZOS_GinaBruno‌ @ZOS_JessicaFolsom‌

Just called Amazon about m Physical Imperial Edition I purchased back on Jan. 30th.

Delivery date April 12th

CAN ANYONE SAY... If I cancel my Amazon preorder and purchase directly from elderscrollsonline.com or other retailers will I keep all of my current bonuses and characters?!?!?

Heads need to roll.

That is a yet unanswered question. I need to know the same thing.

mcavey

Amazon now states:
"Preparing for ShipmentDELIVERY ESTIMATE We need a little more time to provide you with a good estimate. We'll notify you via e-mail as soon as we have an estimated delivery date."

I am crossing my fingers. I don't care who's responsible..just disappointed as I pre-ordered the Physical Collector's Edition a few months ago. Now I have to wait in limbo to see whether access and pre-order bonuses will be removed. I was hoping for some type of update from Amazon or Zenimax. Hopefully my package will come tomorrow and all will be resolved.

Myrddinman

I just wanted to add my experience to the pile, to keep this thread going, as I feel it's important that ZoS hears from everyone who has been impacted by this...regardless of who's fault it is.

- I pre-ordered my Imperial CE on February 3rd, paying for game day release (one-day shipping)
- I began to worry last night (3rd) because my order status had not changed
- I awoke this morning and logged into my Prime account and saw that the status had changed to "Prepping for Shipment"
- Decided that I would play a little and wait until the afternoon to check again
- After checking in the early afternoon, the status had not changed. At this point I figured it wasn't arriving today
- I initiated an online chat and was told that my order was sitting at the shipment facility and would be shipping later today, and that I would receive it by tomorrow, 5th, by 8pm
- A few hours later, my status switched over to "Shipped", complete with Fed Ex tracking number

But here's the kicker ZoS:
1. No one will be at my house tomorrow until late at night. Not that we've had any problems with missing packages, but one does worry that something might happen and it goes "missing" (doubtful, but who knows). I made arrangements to be home today to avoid this very issue.
2. There are always issues with Saturday deliveries (even when paid for), not to mention any myriad of other delivery problems that can crop-up.
3. There should have been communication regarding the need to enter a separate code within a very tight time frame, or you'd be locked-out of the game. If this were the case, I would have probably ordered from a brick & mortar to avoid things going pear-shaped at the last moment.

Again, I don't really care who fault it is...things happen that are out of everyone's control. However, what is totally within ZoS's control is how they react to this, as it is obviously a rampant problem; one that does not appear to be isolated to Amazon, according to other gaming forums. It looks like Amazon is doing their best to mitigate and compensate, as should ZoS.

As I see it, ZoS stands more to loose than [insert 3rd party company here], as their response might very well sway customers to subscribe (ongoing money stream), or they'll turn their backs on this game for good (or at least for a while). The best option is to extend the time to enter your physical copy code for another week.

Good luck to everyone out there who are left in limbo do this.

Zirq

After a lengthy chat session, with me emphasizing why $25 credit, and $30 credit offerings were not acceptable, Amazon credited me the purchase of a digital Imperial Edition (I had to purchase it, and they are issuing a "Special Refund" for the amount, so the code doesn't invalidate). I'm still in the same boat on the physical edition "Not Yet Shipped"/unknown date. But at least I can play past Sunday, without spending additional money.

Amazon's order history of the digital edition shows it as a Pre-Order, despite being purchased on 4-4, 45 minutes ago. No explorer's pack key yet, but at least I might have grounds to harass Amazon to get one later?

Hopefully Zenimax will issue Explorer's Packs to people who obviously prepurchased (5 day early access key is on the account!), and I won't have to deal with that.

Unmatched

Zirq wrote: »

After a lengthy chat session, with me emphasizing why $25 credit, and $30 credit offerings were not acceptable, Amazon credited me the purchase of a digital Imperial Edition (I had to purchase it, and they are issuing a "Special Refund" for the amount, so the code doesn't invalidate). I'm still in the same boat on the physical edition "Not Yet Shipped"/unknown date. But at least I can play past Sunday, without spending additional money.

Amazon's order history of the digital edition shows it as a Pre-Order, despite being purchased on 4-4, 45 minutes ago. No explorer's pack key yet, but at least I might have grounds to harass Amazon to get one later?

Hopefully Zenimax will issue Explorer's Packs to people who obviously prepurchased (5 day early access key is on the account!), and I won't have to deal with that.

I don't understand why it wasn't just one code.

Nazmar

After canceling my CE order with Amazon, I bought the CE Digital from the ZOS store. I can confirm that if you already had the Adventures Pack items, you will get to keep them. Just checked my inventory and all items are still there.

Kenthros

I coin flipped and cancelled the orders (wife's and my own) after i saw the email saying they had no more product. I then got the digital copies and added them to my account I still can create any race any faction and i have the in game goodies minus the treasure maps and the scuttler. Although I would like to know if they will go away on sunday or what? I have all the emails sent and saved from amazon, and my proof of purchase as I was in the 5 days access on both accounts. I have a call in que now to see what is going on and see if i will get my stuff since i assumed i was going to get my copy from amazon. It was really nice of them to wait until the last minute to tell everyone.

ThommyGunn

So I am currently waiting Amazon to call me back, my card I was using had some issue with it and was declined. I called my bank and they fixed it. Now Amazon should be able to process it normally, BUT I wonder if my luck ran out and im SOL. hmm. Might as well just get the digital copy and be done with it.

IronbarSinister

IronbarSinister wrote: »

I was in the same boat - Pre-order via Amazon.com, no shipment notification.

When I woke up this morning, I engaged Amazon customer support. They said they had an issue with stock, and they would continue to try to fill the order until May 4th, at which time they would automatically cancel unless I told them I wish them to continue.

So, I opened a ticket with ESO Support:

---

I pre-ordered Physical Imperial Edition via Amazon.com on Feb 20th.
Amazon emailed me my 5-day early access code.
I have been playing in 5 Day Early Access.
I have Imperial character, can craft/convert Imperial style, have Imperial Horse, and Pledge of Mara.
Now we are Live Launch, and I do not have my Imperial Edition box.
Amazon states they are out of stock and are contacting the manufacturer.
See below my signature block for C & P of a conversation I just had with an Amazon CSR.

1. Where are the rest of my Imperial Edition perks? In that box I don't have yet? I'm missing the mudcrab pet...
2. What about Explorer's Back bonus digital items? I don't have those - I pre-purchased on Amazon.com on Feb 20th. Does that not qualify?
3. And here's the big one: To fix this, I am considering cancelling my Amazon.com boxed Imperial Edition, and buying a Digital Imperial Edition direct from you. Will you give me Explorer's Pack if I do so, considering I have proven I pre-ordered, but the terms of that pre-order were not satisfied by the retailer & manufacturer?

---

ESO Support replied that they are escalating my request to their specialized Account Support department.

That is where things sat with me about 10:00 EDT this morning, and I focused on work.

At 14:21 EDT this afternoon, I received a notice from Amazon.com that my Imperial Edition box has shipped! I have a FedEx tracking number, and a guaranteed delivery date of Monday April 7th.

I'm confident I'll be all set Monday evening, but it seems like I will have to find something else to do all day Sunday.

-Ironbar

Update!

I just got done chatting with an Amazon CSR.

I asked Amazon to say, "Hey FedEx, we need you to change this package: instead of Monday the 7th at Ironbar's work, please deliver it Saturday the 5th at Ironbar's home."

They put in the request to FedEx, but said that it's not guaranteed - but they did what I asked - so it's on FedEx now.

If I don't get it tomorrow, I WILL get it Monday.

"The guy who does not ask for a better deal does not get a better deal."

-Ironbar

Maximis_ESO

I cant believe the ZOS hasn't mentioned anything about an extension. I wont be getting mine until April 8th. I had ZOS and Amazon both tell me I will get it the 4th.

Unmatched

Kenthros wrote: »

I coin flipped and cancelled the orders (wife's and my own) after i saw the email saying they had no more product. I then got the digital copies and added them to my account I still can create any race any faction and i have the in game goodies minus the treasure maps and the scuttler. Although I would like to know if they will go away on sunday or what? I have all the emails sent and saved from amazon, and my proof of purchase as I was in the 5 days access on both accounts. I have a call in que now to see what is going on and see if i will get my stuff since i assumed i was going to get my copy from amazon. It was really nice of them to wait until the last minute to tell everyone.

I just went ahead and bought the digital edition as well. I just NOW got my mudcrab pet. The only perk I still have is the any race/any alliance perk. I never actually got my critter or my treasure map things. Is that a separate issue? And will that stuff disappear on sunday anyway because my order was cancelled (again, not by choice)?

BlackQueen

Nazmar wrote: »

After canceling my CE order with Amazon, I bought the CE Digital from the ZOS store. I can confirm that if you already had the Adventures Pack items, you will get to keep them. Just checked my inventory and all items are still there.

How about your explore pack? I didn't find it now.

TRG_Ebrasu

Unmatched wrote: »

Kenthros wrote: »

I coin flipped and cancelled the orders (wife's and my own) after i saw the email saying they had no more product. I then got the digital copies and added them to my account I still can create any race any faction and i have the in game goodies minus the treasure maps and the scuttler. Although I would like to know if they will go away on sunday or what? I have all the emails sent and saved from amazon, and my proof of purchase as I was in the 5 days access on both accounts. I have a call in que now to see what is going on and see if i will get my stuff since i assumed i was going to get my copy from amazon. It was really nice of them to wait until the last minute to tell everyone.

I just went ahead and bought the digital edition as well. I just NOW got my mudcrab pet. The only perk I still have is the any race/any alliance perk. I never actually got my critter or my treasure map things. Is that a separate issue? And will that stuff disappear on sunday anyway because my order was cancelled (again, not by choice)?

I would open a ticket and tactfully explain the situation and see if they will flag your account as being a pre-order with the correct perks.

IronbarSinister

Myrddinman wrote: »

Again, I don't really care who fault it is...things happen that are out of everyone's control. However, what is totally within ZoS's control is how they react to this, as it is obviously a rampant problem; one that does not appear to be isolated to Amazon, according to other gaming forums. It looks like Amazon is doing their best to mitigate and compensate, as should ZoS.

Bingo.

Mistakes happen - that is part of being human.
What really matters is how those mistakes are corrected.

Unmatched

IronbarSinister wrote: »

Myrddinman wrote: »

Again, I don't really care who fault it is...things happen that are out of everyone's control. However, what is totally within ZoS's control is how they react to this, as it is obviously a rampant problem; one that does not appear to be isolated to Amazon, according to other gaming forums. It looks like Amazon is doing their best to mitigate and compensate, as should ZoS.

Bingo.

Mistakes happen - that is part of being human.
What really matters is how those mistakes are corrected.

Agreed

Unmatched

TRG_Ebrasu wrote: »

Unmatched wrote: »

Kenthros wrote: »

I coin flipped and cancelled the orders (wife's and my own) after i saw the email saying they had no more product. I then got the digital copies and added them to my account I still can create any race any faction and i have the in game goodies minus the treasure maps and the scuttler. Although I would like to know if they will go away on sunday or what? I have all the emails sent and saved from amazon, and my proof of purchase as I was in the 5 days access on both accounts. I have a call in que now to see what is going on and see if i will get my stuff since i assumed i was going to get my copy from amazon. It was really nice of them to wait until the last minute to tell everyone.

I just went ahead and bought the digital edition as well. I just NOW got my mudcrab pet. The only perk I still have is the any race/any alliance perk. I never actually got my critter or my treasure map things. Is that a separate issue? And will that stuff disappear on sunday anyway because my order was cancelled (again, not by choice)?

I would open a ticket and tactfully explain the situation and see if they will flag your account as being a pre-order with the correct perks.

I have my ticket open, and a phone call ticket open. Hope I get some answers. They have my money for the pack, so we will see.

fenris4024

Zirq wrote: »

After a lengthy chat session, with me emphasizing why $25 credit, and $30 credit offerings were not acceptable, Amazon credited me the purchase of a digital Imperial Edition (I had to purchase it, and they are issuing a "Special Refund" for the amount, so the code doesn't invalidate). I'm still in the same boat on the physical edition "Not Yet Shipped"/unknown date. But at least I can play past Sunday, without spending additional money.

Amazon's order history of the digital edition shows it as a Pre-Order, despite being purchased on 4-4, 45 minutes ago. No explorer's pack key yet, but at least I might have grounds to harass Amazon to get one later?

Hopefully Zenimax will issue Explorer's Packs to people who obviously prepurchased (5 day early access key is on the account!), and I won't have to deal with that.

I'm going to have to call Derpazon and rip out some spines then.... I'm just keep wishing that someone @ZOS here would reply about the idea of IF we cancel our Amazon shipments (cause at this point, I don't NEED the statue or the art book or the map, as much as I would very much like them) AND order DIRECTLY from ZOS, can we keep our explorer's pack stuff? That's all I need to hear about, since Amazon is in a mess, and I think ZOS is right now as well. (Love you guys, but man, we need some communication other than "we're looking into it")

I'll try the @Zirq 's method I guess. I've got all next week off, and I hate to lose it because someone somewhere got their wires crossed. I don't particularly care WHo the issue is with, just that it can be resolved. I Seriously DON"T want to see this game fall flat on its face because of mishandlings like this..... Heck, RIFT had an AMAZING launch, and we all know where it is now...... C'mon guys, speak to us, resolve what you can, and lets save this disaster!

PumpkinKing14

Best Buy near me had a few CE's in stock, I was able to snag one. Got home and cancelled my amazon order.

ThommyGunn

So I just got off the phone and finally got an answer and they are able to get it to me by Monday at the latest. So here is hoping. I had the whole weekend to myself, no GF agro so I could play this with no issues, she won't be home til late sunday night, but guess ill use that day to clean up the house Good luck all!

Nicor

REALLY?!?! Can an admin shed some light on exactly what is going on with amazon and the grace period? Amazon says I should get an email and they are working with zenimax. Zenimax says nothing. Cmon you all know something spill the beans already....

Lucian_Star

Evulsive wrote: »

Lucian_Star wrote: »

Evulsive wrote: »

At this point, I just want to cancel my physical copy and purchase a digital one, however, I do want to take advantage of the CE.
ZOS?! Are you there?!

yes i agree

Just to make it clear, I did not cancel my order and I waited and fortunately, I will be able to receive the game tomorrow. I'm glad that everything got fixed up. I will be giving TESO a 5* review on amazon, but I must say I am very dissapointed with what happened, so ZoS and Amazon get a maximum of 2*. Hopefully everyone will be able to get their copies soon! Be patient!

i didnt yet either they just charged me and said its preparing. hope it means im getting it

elfiwolfeub17_ESO

Right now I seem to have no options. Amazon has no idea if I will ever get any shipment. and if I cancel and order from anywhere else I lose the pre-order which may invalidate characters made.

altec812

So...I cancelled it on the webpage...and not it says it has shipped via USPS and will be here on Sunday..I think some wires are crossed. Sell it on Ebay I guess.

Etchesketch

elfiwolfeub17_ESO wrote: »

Right now I seem to have no options. Amazon has no idea if I will ever get any shipment. and if I cancel and order from anywhere else I lose the pre-order which may invalidate characters made.

that won't happen, all you risk is losing the explorer pack and that's only if you haven't already used the code to get it and have the items. This is what people are waiting for, zos to tell people they will give them a code for the pack if they do swap, as long as they were in early access.

fenris4024

Update: Mine now is at least at the "preparing for shipment" phase on Derpazon..... of course, they don't have any estimate of WHEN posted, but hopefully, it means that at least it WILL ship before May or something *** like that.

I REALLY hope everyone else that's in this situation that's "sticking it out" gets theirs as well. We're a community after all in a sense, and should be pulling for one another, and supporting each other. I'll say some prayers to the Divines for all of our sakes, and especially for the poor folks here @ZOS

Nicor

Its now 8pm. EST. There goes same day shipping officially. The Customer support just keeps looking worse. Still waiting on some word from Zenimax. While I still want my physical edition, the not knowing if I will lose all my preorder bonuses is whats really killing me.