Physical Imperial Edition (from GameStop) missing Imperial and explorer codes

Nalerian

For anyone wondering, after a lengthy back and forth with Zenimax Support (The Elder Scrolls Online Support), they told me I had to go back to the retailer to get a key from them. Needless to say, I was extremely disappointed in that official response. So I went back to Gamestop (where I happen to know the store manager, somewhat) and she was able to track down the last unsold copy of the Imperial Edition for me. She cannibalized it for the missing codes for me. Hopefully no one else in Anchorage, AK has this issue as I'm not sure how you will get your issue fixed.

I am still bitter I spent half of my Saturday driving around town to get this issue solved. I also forwarded along my disappointment in their policies back to the support team with the request that they pass this up the ranks to get it changed. Waiting a couple hours for a phone call from support, to spend 30+ minutes on the phone with support who was unable to do anything about my issue, followed by numerous email exchanges with an "escalated" support representative who was also unable to resolve the issue and finally gave me a response to go pester the retailer about an issue clearly on Zenimax's plate? I'm stunned that Zenimax isn't giving their reps the ability to just flag accounts as appropriate (as I did submit to them pictures of both my receipt and the blank pamphlet). This just leaves a very bad taste in my mouth...

Best of luck to every one else having this issue!

If anyone from ZOS would like any details, feel free to PM me.

pfc_cauleypreub18_ESO

Hmm. This has class action law suit written all over it. I'm having the same problem.

raziel07

Sent another email about mine

my message:
I received my imperial edition from amazon the other day and upon opening the box I noticed the slip of paper that is supposed to have the explorers pack and imperial edition code was blank. I talked to amazon but they are unable to do anything about it because they don't have any other copies that they can replace it with. So I spent 100 dollars on the imperial edition, pre ordered back in january for extra exclusives and didn't get the codes for either. The only code I got was for the game itself which registers as a standard edition.

My question is can I get replacement codes for the "Imperial Edition Exclusive Code" and the "Explorer's Pack Code"?

their response:
Greetings!

Than you for contacting The Elder Scrolls Online Team.

Thank you for contacting our Customer Support regarding this issue. We'd like to inform you that Amazon doesn't send codes by e-mail for security reasons. Therefore, in order to obtain your game codes, you need to log into your account on Amazon.com and here find them. In order to do so, please click on Your account>Your games and software library.
Once there, you should be able to find your game codes.
Awaiting for you in Tamriel to help us defeat the evil Molag Bal.

I feel like they are just trying to avoid the issue and wait for us to stop bitching about it. I sent another one explaining that it wasn't a digital purchase, and that it was a manufacturers defect because i didn't get what I paid for.

starkerealm

raziel07 wrote: »

Sent another email about mine

my message:
I received my imperial edition from amazon the other day and upon opening the box I noticed the slip of paper that is supposed to have the explorers pack and imperial edition code was blank. I talked to amazon but they are unable to do anything about it because they don't have any other copies that they can replace it with. So I spent 100 dollars on the imperial edition, pre ordered back in january for extra exclusives and didn't get the codes for either. The only code I got was for the game itself which registers as a standard edition.

My question is can I get replacement codes for the "Imperial Edition Exclusive Code" and the "Explorer's Pack Code"?

their response:
Greetings!

Than you for contacting The Elder Scrolls Online Team.

Thank you for contacting our Customer Support regarding this issue. We'd like to inform you that Amazon doesn't send codes by e-mail for security reasons. Therefore, in order to obtain your game codes, you need to log into your account on Amazon.com and here find them. In order to do so, please click on Your account>Your games and software library.
Once there, you should be able to find your game codes.
Awaiting for you in Tamriel to help us defeat the evil Molag Bal.

I feel like they are just trying to avoid the issue and wait for us to stop bitching about it. I sent another one explaining that it wasn't a digital purchase, and that it was a manufacturers defect because i didn't get what I paid for.

It's not actually incompetence, it's probably just overworked. The guy had 20 seconds to look at your message, and then assumed when you said you were missing the codes from amazon, that it was a digital purchase and you just needed to grab the codes from your account on there.

raziel07

well i actually attached a picture that showed my imperial edition, with the game code present, and next to it was the slip with the codes missing. and i put a picture of my amazon order so they didn't think i was trying to *** a code out of them.

not saying they aren't flooded with questions and support tickets, but this seems like kind of a big deal when paying customers aren't getting what they paid for due to manufacturing problems on their end.

raziel07

@ZOS_JessicaFolsom‌ @ZOS_MichelleA‌

trying to get some attention on this.

ty.everitt_ESO

I had the exact same issue with the Imperial Edition I pre-ordered from Best Buy. My two friends were the only other ones that ordered the Imperial Edition (I know because we all also work at this Best Buy) and wouldn't you know it, I'm the unlucky *** that grabs the one with the missing codes.

So I email Zenimax. Get roughly the exact same response, to deal with the retailer. I know we don't have any in-store to exchange, so I call my support team. They have no idea what I'm talking about, clearly, but tell me they talked to our Back Office team and I'd get the codes emailed to me in 24 hours.

It's been 48 hours, I called back, because still no codes, and now I'm told the Back Office doesn't have the codes and doesn't know when they'll get them, but as soon as they do, they'll send me them. Sure they will. Sorry but I've been down this path before, and those people don't have a damn clue what I'm talking about so they hope I'll just go away.

This is ridiculous. How does the company that made the game NOT have extra codes to supply customers THEY shorted with? I'm ready to cancel my subscription, sell all the Imperial Edition bullcrap on eBay and be done with it. The sad thing is, it's not like the mudcrab and treasure maps are hindering my gameplay, it's knowing that I paid over freaking $115 and didn't get everything I was supposed to in the damn box.

Kainam

veljharigb16_ESO wrote: »

....the issue is entirely a Zenimax issue (the codes are inside the sealed box Zenimax delivered to the retailer).

Blasphemy! All of the launch day issues are entirely the fault of the retailers!

[/sarcasm]

Shanna

The code not being printed on the sealed game registration card sounds like a Zenimax problem, not a Gamestop problem.

Kyosji

DeinosATL wrote: »

My purchase from GameStop has messed up my experience, tho slightly different. I ordered the Imperial Edition and they didn't send my Early Access code; when I called they were out of the 5-day, so they gave me a 3-day because that's "all they had left". Of course, now that 3-day code is on my account, and I have DID get a printed Imperial Edition Code in my box, but the system won't recognize it because it says I need the Imperial Edition game (which I have). GameStop has been a disaster for me with this purchase and I won't be using them again for any game releases, again.

Did you order off the site, or from the store? If you ordered from the store, your code is instantly there for you on your receipt. That's the way it has worked for GameStop for years.

Saint_JiubB14_ESO

Not every game, but I know what you are talking about. Many CE come with inserts with codes. Sadly I won't find out until Tuesday, although I already have an open support ticket waiting.

EvaXenoPhon

EDIT: Turns out I did have a bit of a "knee-jerk" reaction to what Kyosji said in relation to DeinosATL's comment. My apologies for my misinterpretation!
I'm still leaving what I wrote below; I am of the mind of "what is said is said"--even if it is misplaced. If anything, DeinosATL's comment is misplaced: as he is having a separate issue involving how Accounts are flagged as "Imperial Eligible", but actually has a Imperial Edition slip with actual codes on it.

Concerning DeinosATL's issue:
My sincerest sympathies, but I am glad serendipity smiled upon me in that regard. I had misplaced my old receipt when I first pre-ordered the big box. I asked my store to reprint the code, but they said that they ran out of the 5-Day Early Access Codes as well (offered a 3-Day). I declined, but I later found my old receipt and was able to put in the 5-Day Code--so I apparently dodged a bullet there.

That is an odd "check" for their Account System to have. So, hypothetically, if someone ordered an Imperial Edition and DID NOT INPUT his/her 5-Day Early Access Code, would their account also be blocked for Imperial content?

Regardless, this makes me more upset when Zenimax Support doesn't believe I have an Imperial Edition when I have my 5-Day Early Access Code activated on top of all my photographic evidence and account confirmations.

DeinosATL, I don't know if you have made a separate Support Forum Topic/Thread on this issue, but I suggest you do so. Otherwise, it will potentially create a schism in this thread (concerning a separate issue). If that does happen, people might not be able to get the Support that is needed.

Now onto my misplaced/misdirected comment below. What is written is true, but whom it was directed to was regrettably misplaced. Again, my apologies Kyosji.

Kyosji wrote: »

Did you order off the site, or from the store? If you ordered from the store, your code is instantly there for you on your receipt. That's the way it has worked for GameStop for years.

Yes, GameStop Pre-Order Bonuses are on receipts and/or emailed to you. For example; I got the 5 Day Access and other bonuses on the Receipt when I pre-ordered from the physical store.

However, if you look into the details of this thread (and look at the photos graciously provided), you'll see that the issue at hand is not a pre-order issue--it is a factory defect. The codes we need are not, can not, and will never be printed on the retailer's receipt unless Zenimax Online's back office does something.

In addition, the fact that there's repeated stories of [summarizing]:
"My friends/wife/etc and I bought separate Imperial Editions. Some had the Imperial Edition & Explorer's Pack Codes inside. The others had the same slip, but it was blank."

Recently commented on this thread is Everitt's purchase (who bought 1 of 3 Imperial Editions at his store). His was defective (blank like the photos in this thread), but his two friends have the codes properly printed.

Sorry if I sound terse or aggressive at all (I'm admittedly frustrated and broken-hearted over this situation). It is just that your comment is very much like Support right now with this issue (i.e. not Zenimax's problem). It appears that people repeatedly have taken a quick glance at the issue and came up with a quick answer of "not my/their problem". It is a natural response, but--I reiterate--this is not a pre-order issue; it is a factory defect.

raziel07

Here's another response I got on my ticket regarding the issue:

Greetings!

It is very unfortunate that you have don't have access to the Imperial and Explorer's Items and abilities, Since the purchase was done from a third party this issue should be directed to the third party.
However we really would like you to enjoy the game and this is why we will forward your issue to a higher tier and they will get back to you the soonest possible.

Awaiting for you in Tamriel!

Warm Regards,
The Elder Scrolls Online Team


So, again I told them that amazon can't do anything about it, but i'm happy that they are at least taking the situation a little more seriously. Wish everyone the best of luck with their codes.

EvaXenoPhon

Alright, my previous comment/essay/mess aside (does this EvaXenoPhon guy ever shut up?). I would like to update everyone on how I got "my" codes.

I, like Nelerian, must have one of the good GameStops. There's a 48 hour hold on anything pre-ordered (supposedly longer if people pay in full). I didn't want to stomp on someone else's dreams/purchase; so I was very apprehensive of cannibalizing a perfectly fine Imperial Edition Box.

Anyways--in over 72 hours since release--someone didn't pick up their Imperial Edition yet at a store in the district/region. So the manager cannibalized the contents in hopes of finding me a replacement code. As luck would have it--there actually were properly printed codes inside!
So, my "Defective" Imperial Edition is being shipped back to warehouse, and someone is out their Imperial Edition. I honestly hope that the customer never intended on picking it up--I feel like a heel about the whole thing.

So, I am now Imperial Edition in the eyes of ESO and Company. It only took one simple code. Something I am told gets emailed to you if you bought it from the Zenimax store. Something that, in my humble opinion, would be easy to create (given sufficient proof of purchase).

My heart goes out to the ZOS Staff who apparently don't have the ability/power to print/create new codes.
I harbor no ill will to the men and women working Support, but the company as a whole should have planned for such a contingency (as misprinted codes in a factory-sealed retail box are an uncommon occurrence). This is not the first time I have been given blank code slips in a retail box. Thus, I have dealt with other companies that--with ample proof of purchase and photographic evidence--were able to resolve such a matter.

Now, according to DeinosATL's situation, it would appear that if I had put in a 3-Day Early Access Code, this would be an entirely different scenario. Once again, bullet dodged.

I am off to email/call ZOS to tell them to close my ticket: telling them how I was able to resolve the issue by myself, and how the way I went about it will not work for everyone.

Nevertheless, I have several of these threads bookmarked. I know there are those of you out there who aren't as lucky as me right now (e.g. those who have bought from retailers that are out of stock). I will continue keeping an eye on the situation/threads and lend whatever little support I can.

Best of luck during this fiasco. I hope everyone does the right thing and gets what is deserved!

pfc_cauleypreub18_ESO

I crunched some numbers and they were rather surprising. So, according to zenimax, 5 million people signed up for the beta. Lets assume that 10% of those people purchased the collectors edition. That's 50,000 copies of the physical collectors edition. From what I've read, about half were shipped without the keys. So 25,000 customers got ripped off. The price difference between the physical standard and collectors edition is about $40. That being said, Zenimax has ripped off their customers for approximately $10,000,000. Seriously considering that class action law suit... anyone here a lawyer?

slander36

I would actively work against that class action lawsuit even though I'm in the same boat as everyone else with missing codes. We got the game, just without the digital upgrades. Support sent me a canned email response the first time but when I corrected them they apologized and said they would forward it up the ladder (haven't heard back yet). Right now I've lost out on maybe $10 worth of goods, in my mind, and I'm confident they will get it worked out before long once the launch-week rush is done. Doing a class action will cause the game to fail even if it never reaches court just because of bad publicity and the cost of lawyers. I can't stand behind anyone who would prefer to ruin the fun of 1 million+ people just because they are a little butt-hurt about a crab pet. I'd prefer to wait and just hope for some sort of apology from Zenimax.

That is just my opinion and know it won't be popular, so feel free to ignore it. I want this issue fixed, but swinging the "You'll here from my lawyer!" stick is never a good way to get positive results, just ask Scientology.

Audigy

I think it would be wonderful if ZO could somehow just activate the pre order bonus on all accounts who entered the pre order Key.

After my support mail yesterday evening, nothing has happened. I was asked to explain if the items were not in mail or the code just missing, that's what I did but a reply is yet to be received.

I don't know what went wrong with the explorer pack key, but when I entered my pre order key I was told all is fine and on the 4th I get my bonus. Playing as any Race and any Alliance works, but the rest doesn't. A confirmation mail was also sent to me.

Now three days after official release, my items are still not there

Fun is, I also got a confirmation on my account page upon entering my game key on the 6th - the items are sorted out and sent, but nothing ever came

There is no third key coming my way either from my retailer as they claim those keys don't exist..., there are many people who have an issue with that and I currently don't see any other solution than just giving us those items if we redeemed the pre order key.


ZO should talk to the retailers for either giving false information about a third key that doesn't exist (their saying) or question why these companies never received the key or why they are holding those back with false accusations towards ZO.

I really hope that I log on tomorrow and finally have my bonus

pfc_cauleypreub18_ESO

Given that it is digital content missing, it should be a simple matter to generate new codes for people who provide proof of the issue (a picture). Plain and simple it was wrong for them to ship with this many issues, and a terrible way to do business to tell their customers to go to the retailers. It was not a mistake on the retailer's part. It should not take days to resolve this issue once you provide proof that you did in fact purchase the Imperial edition.

Nalerian

pfc_cauleypreub18_ESO wrote: »

Given that it is digital content missing, it should be a simple matter to generate new codes for people who provide proof of the issue (a picture). Plain and simple it was wrong for them to ship with this many issues, and a terrible way to do business to tell their customers to go to the retailers. It was not a mistake on the retailer's part. It should not take days to resolve this issue once you provide proof that you did in fact purchase the Imperial edition.

This is why I shared my extreme disappointment in their current policies for handling the situation. Even though I was able to get my particular case resolved, it was done in what I see as an embarrassing method. I really wish someone actually at ZOS would see and respond to this thread as their poor CS department (is that a 3rd party contract??) is getting trashed by this issue. They need a different answer to give folks who call in!

@ZOS_JessicaFolsom‌ ? @ZOS_GinaBruno‌ ? @ZOS_PaulSage‌ ?

raymo666

Where was your blank Imperial/preorder code sheet located within the box itself? After going through my box entirely, I only had the warranty card that contained the standard edition registration code.

Demonbunny wrote: »

Not scratch off, simply missing.

ty.everitt_ESO

Here's the official response from Best Buy regarding the issue.

I don't even care that much about the pets and maps, this is just such a ridiculous problem to have and so easily fixed by sending us new freaking codes.

raziel07

Like someone above me said, hopefully after the opening week madness has died down I hope we hear more about this. Seems like it has the ability to be an easy fix, still surprised there's no official response to this to at least acknowledge it's existence.

Sakiri

pfc_cauleypreub18_ESO wrote: »

I crunched some numbers and they were rather surprising. So, according to zenimax, 5 million people signed up for the beta. Lets assume that 10% of those people purchased the collectors edition. That's 50,000 copies of the physical collectors edition. From what I've read, about half were shipped without the keys. So 25,000 customers got ripped off. The price difference between the physical standard and collectors edition is about $40. That being said, Zenimax has ripped off their customers for approximately $10,000,000. Seriously considering that class action law suit... anyone here a lawyer?

Cant file one. Terms of service waives it.

And its not a zenimax defect as they didnt print out the sheets.

Grizzly_UK

raymo666 wrote: »

Where was your blank Imperial/preorder code sheet located within the box itself? After going through my box entirely, I only had the warranty card that contained the standard edition registration code.

Demonbunny wrote: »

Not scratch off, simply missing.

The seperate Imperial Edition and Explorer's Pack code sheet *should* be under the game disk case along with the map and another sheet that I forget now (had to return my Imperial Edition due to a broken statue).

ty.everitt_ESO

eq2imora_ESO wrote: »

pfc_cauleypreub18_ESO wrote: »

Cant file one. Terms of service waives it.

And its not a zenimax defect as they didnt print out the sheets.

You must be joking right? Two pages with pictures detailing how these were printed on inserts INSIDE the Imperial Edition Box Set, that were SEALED when they got to the retailers, and your brain somehow thinks it isn't a Zenimax issue?

raziel07

@ZOS_JessicaFolsom‌ @ZOS_MichelleA‌

can we get some acknowledgement

sylviermoone

@raymo666 We are in the same boat as you. We have only the ESO flyer with a Standard Edition game code on it. The only other flyer was an advert for Wolfenstein.(!!).

We had no other codes or flyers in the box.

I ordered the digital imperial version, so everything is cool on my end. My husband ordered the Collectors Edition, so while I was dragging him around during early access to hunt treasure, he was unable to get it. We checked on the forums then, and saw that the response was that the code for the Explorer's Pack would be in the box, so we figured no big deal. He just has a head start when he goes back to find it, as he's already seen where they are.

The thing is....he has other preorder items (like the rings of Mara) already. We participated in Beta, we received the early access code from Amazon when he pre-ordered the game, we have the physical boxin our hands now....iisn'tthat enough proof that we did in fact preorder the game?

sylviermoone

PS sorry for the typos/formatting errors/double letters. Making comments from my mobile is extremely difficult for some reason......

raziel07

sylviermoone wrote: »

@raymo666 We are in the same boat as you. We have only the ESO flyer with a Standard Edition game code on it. The only other flyer was an advert for Wolfenstein.(!!).

We had no other codes or flyers in the box.

I ordered the digital imperial version, so everything is cool on my end. My husband ordered the Collectors Edition, so while I was dragging him around during early access to hunt treasure, he was unable to get it. We checked on the forums then, and saw that the response was that the code for the Explorer's Pack would be in the box, so we figured no big deal. He just has a head start when he goes back to find it, as he's already seen where they are.

The thing is....he has other preorder items (like the rings of Mara) already. We participated in Beta, we received the early access code from Amazon when he pre-ordered the game, we have the physical boxin our hands now....iisn'tthat enough proof that we did in fact preorder the game?

I keep sending pictures and receipts to the customer support with my ticket, and they keep telling me to check my amazon games library for codes....or to contact amazon customer support.

I KNOW they are aware of the issue, they just keep beating around the bush hoping that it'll eventually die out. This is really frustrating, but I hope with enough attention from the community it gets resolved.

moxsapphire_ESO

can't wait till I get home from work to open my copy from amazon and find this problem.