Zenimax and Amazon dropped the ball.

TheGrandAlliance

@TRG_Ebrasu‌

Hey update the top post with a summary of official word from ZeniMax.

peechwurmnub18_ESO

My status has finally changed to preparing to ship and my card has now been charged the amount of the product (shipping was made free). Here's hoping... >_<

Rylanor

Remorseless wrote: »

You should of contacted both a lot to ensure it. It does fall on you as the consumer.

I don't believe it does. Also, please, if you're going to be unkind to people, it's should have, not should of.

Kheoss

I woke up to this....

"Greetings!



Thank you for contacting The Elder Scrolls Online Team.



We are sorry to Inform you that since you ordered it through Amazon and not through us there is nothing that we can do about the situation.



You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).



Thank you for your continued interest and support!



Warm Regards,



Luke

The Elder Scrolls Online Team"

Zirq

I'd like to know how they expected you to order the physical edition directly through them.
My god, I'd see red at that response.

Kheoss

So Zenimax, since YOU didn't offer to SALE the BOXED PHYSICAL VERSION on YOUR WEBSITE TO ORDER DIRECTLY THROUGH YOU. That YOU And YOUR COMPANY gave us the options of RETAILERS that we were able to pre-order the Imperial Edition Boxed Physical Copy that it is OUR FAULT FOR PURCHASING a limited edition of this game only to be handed a LOCKOUT FOR YOU and AMAZON'S LACK OF COMMUNICATION AND NO EFFORT IS FURTHER GOING TOWARDS A PRODUCT YOU WOULDN'T SALE DIRECTLY THROUGH YOUR SITE. WHICH IS EVEN NETTING YOU MORE MONEY.

Arthur_Spoonfondle

No-one seems to have the sense to consider the likelihood that Zenimax have not supplied sufficient copies to Amazon, leaving them unable to deliver or give a revised date.

Cously

I'm a die hard fanboy of anything related to ES including their developers. But to sell what you don't have is wrong in all possible levels. How hard is to keep track of the merchandise amount with all technology we have. They should give digital codes with pre-order for everyone that can presente a invoice.

Kheoss

Thing is I have been charged and item is in shipping process but will not be here on the 6th....but the 11th so I will be locked out of game sun-Friday because of this company lack of any sort of customer support. We bought the most expensive version of game and getting the crappiest kind of support. I'm going to forward these responses to lawyer and other gaming companies

Rylanor

Maybe they can't help that Amazon has been slow, but they can assist now. I'd consider writing to the CEO of Zenimax so they know how lame this is. Also write to Amazon higher up if you can if their normal support is being so slow that nothing's happening.

Doublespoiler

CaptainCoconut wrote: »

I called Amazon support, they're out of Imperial Editions. As we all know, since there's only a limited number of copies of the Physical Imperial Edition, we won't be receiving ours. Please don't fault ZeniMax here, Amazon oversold their stock.

Finally, a sane soul around here.

Ever since I missed out on L4D launch day, I don't preorder physical games online. Shipping is to finicky to guarantee you get your item on time.

Nicor

Someone is going to have to take blame here. The longer this is drawn out without giving anyone any information the worse it looks. There is no way that one side or the other doesn't know what happened, but nobody wants to own up to who was in the wrong. Now someone needs to accept the blame and make it right. Please put on the big boy pants and do just that.
Terribly bad publicity on a launch day, which is why I assume comments on the elder scrolls online facebook page are being deleted...

Noctirran

really quick to everyone still unsure of whether or not amazon is fulfilling their order, i checked gamestop and they still have the imperial edition available for order. Just ordered mine, should be here monday. I got my confirmation email from them but I'm going to wait until tommorow to cancel my amazon order. just to make sure theres no fudgery to be had with gamestop as well.
(also, i used the code amazon sent me for early access, can i still put in the disk codes of this one i bought at gamestop, or are the early access codes tied to the disk, and i'll have to make a new account or something? xD i hope not. But hey, at least i'll get my friggin artbook. )
So yeah if you're still after an imperial edition and dont want to wait for amazon to get their thumb out of their butts, try gamestop. Hopefully they havent dropped the ball as well.
Happy questing.

Laura

amazon gave me 5 dollars store credit upgraded my shipping to same day and waived all shipping charges. my game will be here tonight. ZoS and amzon pulled through on this one imo

Noctirran

Laura wrote: »

amazon gave me 5 dollars store credit upgraded my shipping to same day and waived all shipping charges. my game will be here tonight. ZoS and amzon pulled through on this one imo

they pulled through for you and im happy to hear that
..but theres a lot of people still in the dark, and im glad gamestop still somehow has some available for ordering. But if amazon does decide to pull through for me as well i will cancel my gamestop order and await my original order.

Kheoss

Yeah like mine which is at the facility in Hebroun KY.... they can't promise an upgrade to same day delivery and unlikely going to happen.

Laura

I take it as things to come. i am sure they are doing it in waives. My husband just got the emails too and so did my best friend. We all ordered from amazon on the same day.

carazvaneb17_ESO

just an update: after I confirmed that I still wanted the physical CE edition earlier today without any calls or direct contact to amazon I got a shipping estimate of Saturday 4/5 by 12:00pm with UPS Next day Air (which is a bit optimistic I'd say) but UPS has it as "on time" so who knows.

Louisville, KY, United States 04/05/2014 4:48 A.M. Departure Scan
04/05/2014 1:33 A.M. Origin Scan
United States 04/04/2014 9:35 P.M. Order Processed: Ready for UPS

Frankly if it arrives by Monday that isn't a problem as I can live with the 1 day break from ESO but it's nice to get some confirmation an actual package is making its way to me.

Phyrdrin

I woke to this:

Hello Weary Customer, (("Weary" customer? Gotta love the note of sarcasm. Not only is this rude, but it's like someone spat in my face.))

Amazon has acknowledged this issue, and the company has said that if customers do not receive their Imperial Edition on Launch day (4/4), Amazon will contact them with a "make good" offer.
Players who were eligible for Early Access can still play without a game activation code from a physical box edition until Sunday morning at 8 a.m. EDT (4/6).

We understand this would be frustrating considering the time constraints on joining the game and would like to better assist you, but are limited in our advisory when purchases are made through third party companies.
Still, we hope you would join us and roam the realm as the great adventurer that is inside of you.

Best Regards,
The Elder Scrolls Online Team

This is the same bullsh-- that they have been feeding me since Thursday night but slightly rephrased. I don't need a "make good" offer from Amazon. They can't do anything for me. What I need is a few days of game time added to my account to cover me until YOU fulfill your promise.

When I ordered this (excuse me, "pre-ordered"), there was still no option to order from an official ZOS store. If there was going to be a risk with ordering third party, you should of had me sign a liability waver saying that that third parties sometimes end up screwing over your customers and that you won't have the decency to do anything about it. This callous reply left me seeing red.

I've tried everything I can, documented every step of the way, and now have no choice but to file a formal complain to the better business bureau. I don't really care who is really at fault here. Stock issues can occur. What ZOS needs to do is actually find a manager who can do something about this and give us a few extra game days so we aren't locked out. Unfortunately, it looks like common sense is lacking here. There has been no word from ZOS since that half assed comment was posted yesterday, making me wonder if they think they can just ride out this storm without being punished.

xhunter

ZOS_TristanK wrote: »

xhunter wrote: »

What about those of us with damaged Imperial Editions? There is no way to get them replaced, so what are y'all going to do about that? There has been absolutely no information from ZOS about that.

If your Molag Bal statue is broken or if you're having any additional issues with him, please email customerservice@gamingheads.com. They will be happy to help you out.

Again, with the canned response. IT ISN'T JUST THE STATUE THAT IS DAMAGED. This is completely unacceptable.

Gunslinger

Phyrdrin I got the exact same email today. I love at the top where they state that they are"passionate about customer service" :P and no acknowledgement of responsibility and blame Amazon for all problems. They also said "no more freebie time" for the schmucks who doled out extra cash for the CE. I fail to see why they couldn't allow the pre-orders to continue playing with the 30 day sub retroactive to starting on Sunday or even Friday? I hardly see that as free time as our subs would start when everyone else's did.

Phyrdrin

@Gunslinger - I just replied to their email with this. Thought I should try to document it in case they denied that I ever replied or wrote it:

Hello Apparently Equally Weary “Customer Support”,

If helping me isn’t your passion, then you shouldn’t cut and paste that phrase into every single one of your emails. Now to business –

As I mentioned in a previous reply, I’ve already spoken with Amazon about this and there is nothing they can do. Did you actually read my reply? Or did you simply cut and paste the same reply to a previous ticket without actually looking at what I wrote? You understanding that this is frustrating isn’t going to get anybody anywhere. Nor will you parroting the same reply about some vague “make good” offer from Amazon. I signed no liability waver when I pre-ordered that warned me about a possible failure of delivery if I ordered from a third party. At the time that I ordered, there was no option to purchase the collector’s edition from your store – ONLY a THIRD PARTY RETAILER. You make it sound as though it’s my fault for ordering from someone else when the link to this third party was posted on your OFFICIAL WEBSITE. This means that you ENDORSED this seller, meaning that YOU hold responsibility for their mess-ups in ordering your product.

Here is what I need from you and what I believe myself and many other customers in my situation deserve: 2 days of game time added to our accounts to cover for the time it will take Amazon to ship the physical box with the code to our homes. As I already said, I can provide documentation that the game will arrive late Monday. I am not doing this to swindle game time out of you. This is a basic courtesy that should be and CAN be given to us for supporting you. How do I know that it can be given? Because people already posted that they have had success in asking you over the phone for this grace period. So why don’t I call you? Well, that’s a funny question – funny because I have submitted at least 2 requests for a call back and did not receive a single reply. Either they got lucky or you are conveniently forgetting to answer the phone. These 2 days of game time added to our accounts will likely solve the issue of many enraged customers, especially ones who (like myself) are on the verge of taking drastic measures such as contacting the better business bureau about this situation.

This is not meant as a hostile threat. If I thought threatening you would get me anywhere, I would do so. However, I know a lot about how customer service works. You who are reading this are probably not the same person who cut and paste answers to my previous tickets. You might be just another operator or moderator who has the tedious task of reading these complaints without knowing the full situation or having any kind of authority to fix anything. This is where I ask you to be bigger than the previous people who have callously “written me off”. This is where I appeal to your humanity. Find someone who has authority. Find someone who can help me. If you think you have a tedious job, try mine. Money doesn’t come easy and when I choose to spend it, I expect to receive everything that I paid for. Wouldn’t you make a fuss if you went to a restaurant and ordered a meal only to be brought half the dish?

If I believed I was asking you to do something impossible, I wouldn’t have bothered writing this message. As we speak, I am running late to another prior commitment. But, I stay here typing because I know that this isn’t an impossible request. ZOS has accommodated people with this grace period already and I don’t want to be left out of the loop. So, please don’t be like your predecessors and just paste the same useless response to me. Please find someone who can help me if you can’t and let’s resolve this issue!

Regards.

xhunter

@Phyrdrin, now that is one heck of an email to send to customer support! I applaud you!

Now, if only ZOS customer support would call me back or email me back. They seem to refuse all forms of communication from me except for providing canned responses on this forum.

KingSloth

So. Since I didn't get my copy on 4/4 and haven't been contacted by amazon for a make good offer (I refuse to consider a 5$ game credit on a future purchase a make good deal) I want to ask if ANYONE has been contacted by amazon with any form of an offer.

Elessor

I ordered back in October from Amazon, before the presale extras were announced. I was worried about early access, because I never got the code emailed to me. I sent an email to Amazon about a week before early access, explaining the situation and they replied with an automated response saying it would be emailed in time. So 3 days access arrives and still no code. I go on live chat with Amazon, switch over to phone, and after spending some time I get the code emailed to me. A small pain in the butt, but it worked out.
My physical copy was suppose to be here yesterday and it says it was delivered, but UPS dropped it off at USPS and they hadn't processed it to my po box, so I guess I'll get it today instead. Two strikes, let's hope I don't get a turkey.

Zershar_Vemod

EDIT: finally got my code / sub issue fixed....BUT now I still don't have all my pre-order items ....!

Gunslinger

sandeky1989b14_ESO I've gone thru the posts here and no one mentions being contacted by Amazon before they called to inquire on their order. I suspect it's the 'squeaky wheel' scenario where in order to mitigate loss of money for their screw up they will offer as much as you complain. More gripping= more money back. What scares me is that the supervisor at Amazon I talked to yesterday said that they didn't have enough copies to fill all orders so it's possible some of us will be waiting a long time to get our order.

Kheoss

So basically if we don't get the dang package today only way to get to play without lockout os buy a second copy.....Zenimax

TeiVII

Relieved, but a little disappointed that I'm not the only one dealing with this issue. @ZOS_AlanG, we appreciate the quick response, and thanks to everyone for bringing this to light.

Silntdrgn7

I went through the business of the delay with Amazon, but I've always had a good relationship with them so I waited to see what would happen. They ended up sending it out yesterday, sending it UPS overnight to make up for the delay, and I received it this morning. I didn't pay extra shipping, or call them up to check my status.