Zenimax and Amazon dropped the ball.

JarronKai

Hey look, a canned e-mail from Zenimax promising that my order would ship yesterday. You really ought to turn that response off guys, it cannot possibly be true anymore, seeing as how it is now the 5th.

You know how this could have been solved? Send me an e-mail two days ago explaining that the pre-orders were over-sold and I was not going to get one. I would have been bummed, but also would have searched briefly for another copy, and if it I didn't find it, just ordered the Digital Pre-Order and at least kept the digital benefits I had been looking forward to.

The deal was I pre-order and I get certain benefits. I pre-ordered, and now it's just tough luck? If you weren't willing to stand behind delivery of your product by the partners you chose and promoted on your website, you should have stated that up front. You lied to your customers.

astrodon513

After numerous phone calls and e-mails back and forth with Amazon, my Imperial Edition arrived today. I pretty much bugged them enough that they sent me one with over night shipping, and gave me 2 month of Prime. I'm hoping that everybody's copy will arrive soon enough.

Gunslinger

Grats astrodon513 , I tracked mine thru USPS and as of last night it was in Arizona and I'm in Texas so maybe they'll make the Monday delivery they promised.

Reignskream

astrodon513 wrote: »

After numerous phone calls and e-mails back and forth with Amazon, my Imperial Edition arrived today. I pretty much bugged them enough that they sent me one with over night shipping, and gave me 2 month of Prime. I'm hoping that everybody's copy will arrive soon enough.

Ive also spoken with them over 5+ times phone/online chat. They insist on telling me that they're waiting for more to come in stock, and that they will email me as soon as the delivery date is set.

exterminator1

Reignskream wrote: »

exterminator1 wrote: »

my next big worry is when they do decide to ship my CE will the box be damaged and will the statue fit together correctly or hell if i will even get a code on the box or a code that works.

Im still not convinced i will be receiving mine. But who knows at this point.

I understand im still sitting at the "Shipping Now" with no delivery date so who knows at this point. what irritates me is the terrible lack of reply's by Zenimax and the whole "Third Party" bs, this was one of the "trusted" suppliers that they recommended.

Phyrdrin

Are moderators even looking at this chat any more? Are we going to get any sort of answers? This is beyond rude! This is negligence! You have at least 20 people here who openly spoke about their problem and who knows how many else lurking with the same issue. We are all waiting for you to reply!

Edit: If nothing is done about my situation, I will be locked out of the game. I should be trying to enjoy my last day playing, but I have such a sick feeling in my gut and a bitter taste in my mouth that I have absolutely no desire to play the game right now. This doesn't bode well for the moment when I have to renew my subscription.

Gunslinger

Reignskream did you insist on talking to a supervisor? I also made numerous calls and emails but nothing got done until I talked to a sup. If you did, disregard my suggestion. I understand the frustration.

Gunslinger

Right there with ya Phyrdrin . My entire launch day involved dealing with amazon and Zos so I didn't really get in game. That's time we don't get back Zenimax!

Reignskream

Gunslinger wrote: »

Reignskream did you insist on talking to a supervisor? I also made numerous calls and emails but nothing got done until I talked to a sup. If you did, disregard my suggestion. I understand the frustration.

No i did not. Im wondering if i should.

Phyrdrin

Gunslinger wrote: »

Reignskream did you insist on talking to a supervisor?

Absolutely no offense against poor English speakers (being somewhat of a foreigner myself), but all the five or six times I called Amazon I couldn't understand what they were saying too well. Not only that, but they didn't seem to understand me too well, either. Needless to say, I tried explaining the situation but they just kept repeating the same cut and paste answer over and over again: "

"So sorry - nothing can do."

EDIT: Thinking about spearheading a separate thread with a petition for all of us who are in this horrible situation. It feels like this thread is abandoned. Maybe if we start a new one someone will actually look at it.

sylviermoone

I keep checking this thread looking for an official reply from ZOS, as my husband is affected by this issue. He REALLY wanted the physical bonus items associated with the CE.

I don't see why it would be a huge deal for ZOS todo the following to alleviate the issue of not being able to play by:
1)asking those that are affected and have been charged to supply some sort of proof (bank statement showing the charge, etc)
2) setting those accounts up with a longer grace period to enter the code.
3) starting the 30 days included retro active to Sunday once physical copies have been received by those affected.
4) saying "Hey, we're sorry this happened, we're sorry it took so long for us to come up with a solution, we're working hard to improve our communications so folks can get answers when they have issues"

He ordered his physical copy on Feb 21, and as of this morning the status is "preparing for shipment" with no delivery estimation.

Phyrdrin

@sylviermoone - All the times that I've spoken with someone and mentioned those exact solutions, they refused my suggestions. Their cover is: "You purchased from a third party, so there is nothing we can do". It's like they don't compute that they are the ones who sent us to this third party to purchase there!

Also - agreed about the reply. Where are the moderators? What's going on? Someone please say something!

UPDATE: An additional thread has been created here. I would check both this one and this new one for an official reply from ZOS.

redmoonga

Please note I have a reasonable solution for everyone and have started a new thread. http://forums.elderscrollsonline.com/discussion/69335/amazon-delivery-solution#latest

Thank you,

Redmoonga

sylviermoone

@Phyrdrin the reply is the important thing at this point. A canned response such as the ones previously posted by ZOS aren't going to cut it with so many folks about to lose game access. No one affected by this issue wants to hear "We are aware of this issue and are looking into it". That was fine yesterday, but now there needs to be an official " this is how we are going to address this issue for those affected".

Redmoonga's recent thread offering a solution seems reasonable enough. Let's hope that ZOS agrees.....

Kaotikus

@Phyrdrin - I posted what I did pages ago, that seems to have worked well so that I didn't get locked out. I got Amazon to *give* me a Digital Imperial Edition code. After over an hour on the phone with me yesterday, the supervisor I was speaking to was more than happy to do that.

At that point, they were telling me that I'd be receiving my physical version in *JUNE*. In actuality, it arrived at my house today (though I am out of town today, so I haven't been able to open it yet). I entered the code that Amazon gave to me, so I am not being locked out.

Laura

Just got mine and i was in the same boat so there is hope!

Phyrdrin

Kaotikus wrote: »

@Phyrdrin - I posted what I did pages ago, that seems to have worked well so that I didn't get locked out. I got Amazon to *give* me a Digital Imperial Edition code. After over an hour on the phone with me yesterday, the supervisor I was speaking to was more than happy to do that.

At that point, they were telling me that I'd be receiving my physical version in *JUNE*. In actuality, it arrived at my house today (though I am out of town today, so I haven't been able to open it yet). I entered the code that Amazon gave to me, so I am not being locked out.

I'm going to make one more call to them and see if this works, but Iike I mentioned before all times that I physically called them they were barely able to understand what I wanted due to language barrier.

JarronKai

Unfortunately, I think there is two issues here:

1) People who will not get your box in time to keep continuous game access. The fact that this hasn't been addressed by just letting people with valid early access codes start their free 30 days early and apply the code from the box retroactively is ridiculous. It costs Zenimax absolutely nothing and builds goodwill.

2) People who are likely never going to get their box from Amazon. I think I am in this camp. I have no charge on my card, no shipping date, and my order is stuck on "preparing for shipping." People on this thread have had everything from waffling by Amazon (we'll send it when we get more stock, except that well all know that getting in another shipment of a limited edition item is highly unlikely) to just being told the item will likely never show.

Zenimax needs to address both issues.

Chyannia

Well.. there is hope. I DID get mine today, I haven't checked the book for duplicate pages yet. My statue did have to have some filing on the tail in order for it to fit but the rest is fine. Mine came via FedEx from Amazon.

Chyannia

Chyannia

Reignskream

JarronKai wrote: »

Unfortunately, I think there is two issues here:

1) People who will not get your box in time to keep continuous game access. The fact that this hasn't been addressed by just letting people with valid early access codes start their free 30 days early and apply the code from the box retroactively is ridiculous. It costs Zenimax absolutely nothing and builds goodwill.

2) People who are likely never going to get their box from Amazon. I think I am in this camp. I have no charge on my card, no shipping date, and my order is stuck on "preparing for shipping." People on this thread have had everything from waffling by Amazon (we'll send it when we get more stock, except that well all know that getting in another shipment of a limited edition item is highly unlikely) to just being told the item will likely never show.

Zenimax needs to address both issues.

It doesnt show that it will take any charges out at a later date? Just was wondering. My card is showing "preparing for shipping"(same as yours), but it also has it set to charge my card on 4/7. (monday), so your card has no charge of the likes on it yet?

btw what day did you order?

Phyrdrin

*Wipes tears from the corner of her eyes* Beautiful...

JarronKai

Reignskream wrote: »

It doesnt show that it will take any charges out at a later date? Just was wondering. My card is showing "preparing for shipping"(same as yours), but it also has it set to charge my card on 4/7. (monday), so your card has no charge of the likes on it yet?

btw what day did you order?

No authorization or charge on my card, and those charges usually show up quite quickly from Amazon on this card. Looks like February 23rd for my order date.

Phyrdrin

@Kaotikus - to clarify this solution, I have an update. I just got off the phone with Amazon. After explaining that this kind of resolution was offered to another customer, they pretty much flat out rejected me. The supervisor was extremely rude and wanted nothing further to do with me or my situation. I was told that my order was being "shipped" and that there was nothing further they could do for me.

So, if your order status is "shipped" or "being prepared for shipment", this method will absolutely not work. No amount of threatening to report them or requesting to speak to a higher authority will work.

carazvaneb17_ESO

Last update: After I confirmed yesterday by mail around 1pm that I still wanted the Physical Imperial Edition Amazon sent me the box shipping last night around midnight but getting here by noon Saturday via UPS next day.

I suggest that anyone who hasn't already confirm that you still want the box via amazon as you can always cancel the order later or ask for a refund if they don't ship it quickly.

TRG_Ebrasu

I am still waiting on ZOS to step up and at least extend the grace period a couple of days, or find some solution for those of use who WILL be locked out come tomorrow morning. At the very least they need to push to Monday morning.

MandalorianOrange

Little saddened that I gave up on the physical goodies of the CE (they do look absolutely beautiful! T.T) but gotta say, lots of faith in humanity was restored today by team ZOS (a very grateful shout-out to Brian and Colm, specifically!)

I was very surprised to get a wake-up call fixing our (hubby's and my own) accounts this morning, and then a pretty prompt in-game delivery of still-missing items a few hours later, after putting in a second ticket. Those did all they could on the digital side to prevent two customers from rage-quitting, and their fine efforts are much appreciated!

Thank you, ZOS-folk, and good luck to all! Don't give up on 'em!

Kaotikus

Phyrdrin wrote: »

@Kaotikus - to clarify this solution, I have an update. I just got off the phone with Amazon. After explaining that this kind of resolution was offered to another customer, they pretty much flat out rejected me. The supervisor was extremely rude and wanted nothing further to do with me or my situation. I was told that my order was being "shipped" and that there was nothing further they could do for me.

So, if your order status is "shipped" or "being prepared for shipment", this method will absolutely not work. No amount of threatening to report them or requesting to speak to a higher authority will work.

Very strange, sorry to hear that it wouldn't work for you.

Phyrdrin

MandalorianOrange wrote: »

Thank you, ZOS-folk, and good luck to all! Don't give up on 'em!

That's what they are counting on - that people will rant a little bit here, but that at the end of the day we will (as my friend just put it) "bite the bullet" and put up with this treatment.That's why there is no reply STILL from ZOS even after 18 pages here and the creation of another separate thread for this issue.