Zenimax and Amazon dropped the ball.

a_ram248b14_ESO

Order status changed to Shipped, and my mental status changed to Relieved. :-)
I got the digital edition, but my husband just had to have that statue!

(We ordered on Feb. 22 for reference.)

eta:
DELIVERY ESTIMATE Sunday, April 6, 2014 by 8:00pm

I don't know how they will manage that, but we'll see!

smxzjh

Shipping Now. I think I will give Amazon one more chance. ONE more chance.

Kenthros

I am pretty shocked that you think this is acceptable to give us this half put together response. Some the people here myself included have been looking for a answer since 8:30 am when I got the email from amazon. I then put in a ticket and a call and did not get a response all day, and after the response I just read it seems to me you saw amazon in my title and threw it in the ignore pile. Your ridiculous deadline of Sunday at 8 in the morning est time has put a lot of stress on where or when I will get my game on or before that deadline, or if I will loose the preorder perks since it would be past. No idea were Sunday was a good idea but last i knew you don't get shipments on that day. I purchased 2 digital copies after stopping amazon as it was not clear if i was going to get it from then since they told me they had no more product to give. Now I don't know if I will lose my preorder perks or not, or get the ones I was lacking after release. I have really really been trying to keep it together and give these guys the benefit of the doubt, because I really like this game. But when you are charging 80 to 100 dollars for the full game, you had better expect people want a answer to their problems. Completely unacceptable that people were waiting for a response to this since Friday morning and didn't get one until the next day. /rant, Please lets get this fixed as this is a game i really really enjoy despite coming into it and not wanting change because I was stuck on the older ES series.

Phyrdrin

Gunslinger wrote: »

I was told by Amazon that they did not have a full supply of CE to give to their customers and that they would try to get my copy to me by Tuesday. They also offered me a discount/reimburse against my order which I am thankful for but it does not in any way make up for repeated calls and emails to both Amazon and ZOS. That aggravation is not about money. In essence this has cost me most of today when I could have been playing the game and still it is not resolved. No guarantee that I'll have the game anytime soon from Amazon and no word from Zenimax as to whether the grace period will be extended for their loyal customers who shelled out the big bucks for the CE.

This ^

Only I wasn't offered any kind of reimbursement or discount. The best the agent could do for me was give me a petty $5 credit for a future purchase. Really? $5? Much like Gunslinger, I spent all of today and late last night working through this issue without any success. It was my birthday - a day off that I was supposed to spend enjoying a game that I dished out a lot of money for. Instead, I was either on the phone or trying to get through to some kind of support.

Gunslinger

My status from Amazon changed at 4pm today to preparing order for shipment to be delivered Tuesday but I have no confidence in that at all. Somebody dropped the ball here and no one will stand up and take responsibility for the mistake. At this point the aggravation alone for all the time dealing with this mess is the worse part and I'm not sure it can be made up for. And not having an answer just prolongs it. So instead of spending the time between now and Sunday morn playing I'm here trying to get a proper response from ZOS. I took off from work and this not really the launch day I was hoping for.

Noctirran

I am so extremely frustrated. Haha, i ordered my imperial edition almost immediately. looked at my friends artbook (he ordered through gamestop because hes not an idiot like me) and its amazing. Absolutely top notch and it definitely makes the imperial edition, for me at least.
Amazon said they never billed me because it didnt ship but ummm yeah they billed me. they...they billed me. and i paid extra for same day shipping im pretty sure, so i better get this. Even if it is late. I've been an ES fanboy since Morrowind, and an mmo vet since Warcraft became WoW. This has been my most anticipated game dare i say ever. And now i might not get it at all? I've got a nice little shelf for my Alduin statue, and i was very excited to place my new Molag Bal statue next to it (along with some other game statues, like dat darksouls2 one mmm glad THEY didnt bone me) .
recently got off of amazon customer support. absolutely no help from them, the nice lady i spoke to barely spoke english so that was fun. told me i wasnt billed once more and that if the item becomes available ill be notified, blahblahblah.
I sincerely hope this issue is resolved and all the others who are in my situation receive what they paid for. I am still a fan, but a dump this big dropped on my face will sincerely steer me away from purchasing anything else from the retailer and the company in the future. I'd really rather not go back to WoW, but at least when i preorder a collectors edition enough are made to see that i get what i was charged for.
So.. i normally hate people who say things like: "nurr you didnt cater to me so count me out bai" because they wont be missed.
That being said, i know i wont be missed. My meager 15 a month wont mean *** to them. But not receiving this and getting boned so hard wont just lose them a customer. They're losing a dedicated fan, a supporter, and a diehard enthusiast. People can say "oh blame amazon its not ZOS' fault" but amazons never done this crap to me before, and ive worked for them in the past and ordered through them for years. I feel ZOS is responsible above all others, and it is up to ZOS to see that the people who didnt just buy, but PREORDERED their game (to support everything they are doing and all the hard work they put into such an amazing game) should get what they wanted, they shouldnt be compensated. i dont want my money back. i want my gods damned artbook, my statue, and my imperial case. I want to play my imperial the way i did in every other ES game that came before, and i want to ride my damned white horse whom i've already named and have grown quite attached to. I dont want my gold refunded for what ive spent on upgrading the horse, or a free race change for my imperial. They need to stay the same. and i need to get my physical collectors edition. I know this sounds all complainy and nerdrage and lame and prissy, but i know others have to agree with me. and if they dont so be it, i stand by what i just typed out even if it means im standing alone.
If i receive what i am duly owed, i will surely change this to say that amazon and ZOS cleaned up and deserve every penny. If not, well.. i hope those who got what they wanted thoroughly enjoy ESO for years to come. The early access playtime was immaculate and i truly enjoyed every minute.

If anyone from ZOS reads this, please see to it that we receive what we are owed. DO NOT compensate us, see that what SHOULD be done IS done swiftly. Dont see us as costumers, see us as fans and supporters. See us as people who deserve to get what they payed for and so desperately waited for.
Thanks for reading.

Gunslinger

I understand completely Phyrdrin and you have my sympathies. It would be nice if Zenimax would step up and make this right.

Phyrdrin

A lot of us are right there with you @Gunslinger. I myself need to get up soon to run errands yet here I am, unable to sleep because Amazon and Zenimax took my money and have yet to deliver on any of their promises. Really, how difficult is it to grant the people negatively affected by this situation a few extra days to get their boxes? How difficult is it to give assurance of the integrity and security of our purchase?

Reignskream

if the order says "preparing for shipment" does that mean my card has alrdy been charged, and i will be getting it for sure?

Gunslinger

And we are the ones who spent the xtra cash for the IE and are now doing without because ZOS and Amazon didn't do their do diligence for their customers in insuring there were enough copies for all the orders.

Gunslinger

Not sure Reignskream, the supervisor from Amazon I talked to said there were not enough copies for all the orders to be filled. Her exact words. I would suggest calling and see if it's on the way or not.

Reignskream

Gunslinger wrote: »

Not sure Reignskream, the supervisor from Amazon I talked to said there were not enough copies for all the orders to be filled. Her exact words. I would suggest calling and see if it's on the way or not.

talking to them now. I see people on the 22, 23rd etc getting theres shipped, and i ordered on the 21st. Amazon says its a first come first serve basis, and here i am without my order being shipped.

Phyrdrin

Noctirran wrote: »

...If anyone from ZOS reads this, please see to it that we receive what we are owed. DO NOT compensate us, see that what SHOULD be done IS done swiftly. Dont see us as costumers, see us as fans and supporters. See us as people who deserve to get what they payed for and so desperately waited for.
Thanks for reading.

A brilliant message that rings true with a lot of us, I'm sure (even the lurkers who are just reading this and haven't posted). I'm sorry I didn't quote your full message. @Noctirran is absolutely right. We don't want compensation. Compensation can easily be achieved either by filing a formal complaint to the BB or just disputing a charge on our credit cards. As fans who pre-ordered the CE, we're a different kind of crowd.

We were around for the betas; we were around for the rumors before the betas; we were those people that told our friends how awesome this was going to be despite the negative opinions that many fellow gamers may have had. The way you are treating us makes us feel like we've been slapped in the face and dropped in the mud.

Gunslinger

I ordered Feb 20th and then received an email on March 24th stating I would have release date delivery. That didn't happen obviously.

gw.morrowb14_ESO

I do appreciate TristanK's post. I hope some sort of resolution is forthcoming.

Amazon waved shipping fees (I guess this is them making good). My copy still has not shipped and apparently from the note that they sent me they are not sure when I will get my shipment.

It is almost 3am and I am losing sleep over this issue. Oh I tried to sleep but, found this just too frustrating.

Phyrdrin

gw.morrowb14_ESO wrote: »

I do appreciate TristanK's post. I hope some sort of resolution is forthcoming.

Amazon waved shipping fees (I guess this is them making good). My copy still has not shipped and apparently from the note that they sent me they are not sure when I will get my shipment.

It is almost 3am and I am losing sleep over this issue. Oh I tried to sleep but, found this just too frustrating.

While everyone at Zenimax and Amazon is sleeping soundly I'm sure ^_^

Gunslinger

At this point I wish ZOS would either tell me yes we will cover you or no you can kiss our bum. Any response would at least let me move on. This "we are investigating" just seems like a stall to hold us off till it's too late and then they say"we did all we could".

Kheoss

Yeah, my biggest issue is that my product was already in shipping process so it couldn't be sped up. It's in KY by time I read all these posts, and delivery is expected on Friday the 11th... unless by some divine will Fed Ex sees the package and says THIS DUDE GOING TO BE ... and delivers to me by means of teleportation/portal guns. So since that isn't going to happen, if no way of not locking me out of game on Sunday till Friday

Evulsive

Reignskream wrote: »

Gunslinger wrote: »

Not sure Reignskream, the supervisor from Amazon I talked to said there were not enough copies for all the orders to be filled. Her exact words. I would suggest calling and see if it's on the way or not.

talking to them now. I see people on the 22, 23rd etc getting theres shipped, and i ordered on the 21st. Amazon says its a first come first serve basis, and here i am without my order being shipped.

I ordered on 21st February as well, I'm going to have the game tomorrow (or so FedEx tracking number says)

Gunslinger

Yeah Amazon talked about using Drones for delivery but I would just like them to show up at my door with my order before Sunday at 7am.

zulikab14_ESO

For what it is worth I have a delivery date of Monday 4/7 from Amazon and it has shipped.

The carrier is one of those odd ones, Lasership (a bunch of random people using their own cars). Sometimes I get the items early with Saturday or even Sunday delivery from them and sometimes I do not receive the item until the day after the expected date even though it will be shown as delivered on the tracking info. Whatevs, I live in South Florida I am used to cruddy/shady service.

peechwurmnub18_ESO

I too have a delivery date of Monday 4/7, though I've not been so lucky yet for it to have been shipped . Glad to hear some people are getting theirs though! The last email I received from amazon concerning mine was:

"I can confirm that we still expect to ship your order in time to be delivered to you by Monday, April 7, 2014.

We will send an email when your order is shipped with the details so that you can track your package. : Your order could ship any time between now and right before the delivery date. "

Reignskream

am gonna go to bed. wake up and see whats going on tomorow....hopefully it has changed to shipped by then. I havnt even wanted to play at all today because of this crap..total turn off

Gunslinger

I hate to give up for tonight but I agree Reignskream, and no my hopes are not high for tomorrow but you never know.

Valethar

Gunslinger wrote: »

no word from Zenimax as to whether the grace period will be extended for their loyal customers who shelled out the big bucks for the CE.

Judging by the complete lack of any sort of attention being paid to this particular issue, I'd say they have absolutely no interest in offering a proper grace period.

I could understand the Sunday cutoff if this were a standard Tuesday release. By Sunday even most of the slowest shipping methods would likely have had the product on your doorstep. With a Friday release, a Sunday cutoff is just ludicrous and ridiculously inadequate. A Wednesday cutoff would be far more appropriate, but it appears that they're not at all interested in doing the right thing by their customers, regardless of which edition was ordered.

The Sunday grace period was announced well before this whole fiasco, or even the problems with the Early Access program. People have been asking for clarification on this and trying to get it extended for a couple of weeks now, but to hear ZOS tell it, it's something they just came up with. There's a lot of smoke and mirrors going on here, and it's not all coming from Amazon. ZOS needs to step up and do some damage control. As it stands now, they're just looking more and more like amateurs with absolutely no idea how to handle a product launch properly.

Phyrdrin

Not sure whether to agree, lol, or awesome @Valethar‌ 's post.

Sakiri

Sounds like OnTrac. And I cant even pay extra for FedEx or something.

zulikab14_ESO wrote: »

For what it is worth I have a delivery date of Monday 4/7 from Amazon and it has shipped.

The carrier is one of those odd ones, Lasership (a bunch of random people using their own cars). Sometimes I get the items early with Saturday or even Sunday delivery from them and sometimes I do not receive the item until the day after the expected date even though it will be shown as delivered on the tracking info. Whatevs, I live in South Florida I am used to cruddy/shady service.

MandalorianOrange

After spending an hour or two carefully typing out a long, thought-out note of assent with the majority of what I've read here so far, all I can say is it feels like someone stole my sweet roll. =( ...My beautiful, 224-page book and statue of sweet roll... T_T

Woke up to an 8am (EST) email from Amazon saying we could forget getting our orders Friday, as planned, and had until May 4 to agree to an extended wait for delivery. (May 4?!) The part that gets my goat about that is they waited until the morning of release to say "Sorry, not gonna happen!" These orders were placed Feb. 19, long enough ago that they could have at least emailed something say, a week or even a few days before scheduled delivery, giving us enough time to maybe still get a pre-order in somewhere else, even if it wasn't including the statue/book. But I feel like that's on Amazon, and I'll be posting my rage there accordingly. >.<

What I can't blame on Amazon, however, is the (lack of) response from Zenimax about this. An extension of the grace period to 8am EST Sunday? I'm pretty sure even paying the extra for 2-day shipping I wouldn't have seen my box until Monday, at best. (Last I knew, we don't get Sunday deliveries around here, let alone by 8 am.) The hubby tried all day to get a reply from ZOS about how to get this resolved for both of our accounts before their deadline, but no answer. While we both had good experiences with ZOS customer support in the past, my hopes for this being resolved acceptably are dwindling fast.

Thursday night, we were too excited for the goodies to sleep. (We just want to play a Khajiit and an Argonian in the same alliance. T_T) Tonight, we're too frustrated and angry over the idea of having wasted $200 on products and promises that won't be delivered.

Good luck to everyone in the same/similar boat!! May tomorrow bring better tidings and insightful resolutions.

Valethar

Just as clarification to an earlier comment, this is the text regarding the 'grace period' that ZOS would have you think is a 'new' idea designed to help alleviate the issues with the Early Access outages and the BOHICA Derpazon fiasco.

If I don’t receive my retail edition on launch day, will I be able to play after Early Access?

Updated 03/26/2014 11:55 PM Published 02/15/2014 12:13 PM

Following the Early Access period, players who pre-ordered retail editions of The Elder Scrolls Online will have a 48-hour grace period to enter their retail edition game codes. During this time, they will be able to play ESO as normal. After April 6, any account that has not redeemed a game code will no longer have game access, but the account will be reactivated once a game code is redeemed.

Note the dates. Originally posted on February 15, 2014, updated on March 26, 2014. Both dates in advance of the Early Access downtime issues.

https://help.elderscrollsonline.com/app/answers/detail/a_id/5661

They aren't fooling anyone with this. The grace period needs to be extended to a more realistic time. Even without all of the lunacy over at Derpazon, many people wouldn't have received their copies by Sunday. Don't let them sell you this Sunday nonsense as if they were actually doing you a favor.

Kingslayer

This is down to amazon, For selling you the product Without guarantee of stock, Who knows they may of had it just sold to many amazon do that regularly it sucks i know in truth its why i don't bother with physical editions. Nothing but issues such as breakages etc. Got tired of scratching my discs and losing out so i went digital instead.