Maintenance for the week of February 9:
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· [COMPLETE] NA megaservers for maintenance – February 9, 4:00AM EST (9:00 UTC) - 12:00PM EST (17:00 UTC)
· [COMPLETE] EU megaservers for maintenance – February 9, 9:00 UTC (4:00AM EST) - 17:00 UTC (12:00PM EST)
Unacceptable ZOS Response to Queries About Not Having Physical Imperial Edition
Katjac
✭
Good Evening,
I Purchased the Imperial physical edition from Future Shop here in Canada back in Jan and there has always been a release date on the package of 4th April. I knew that this would be a challenge to get my copy in time to meet the date by which the code would need to be entered.
I e-mailed customer support and this is the response that they provided to me:
I am very frustrated by this 'generic' response that was provided. I expect that they are getting a significant number of calls/e-mails on this issue and something a little more than 'sucks to be you' would have been appreciated.
With over 50 hrs in game since early access started and laying out $120 for the game I would expect that ZOS would acknowledge that this is an issue and would do something about it.
Releasing on a Friday, authorizing 3rd party retailers to release the game only on launch date and knowing that some/many mail delivery services don't deliver on Sat/Sun demonstrates that there is a lack of understanding about how their product would be distributed. The biggest frustration about this is that this was preventable - by providing 'early access' until Friday 11 April at 0800 gives us a chance to get deliveries sorted out and enter our codes.
Wrt the 'advantage', they have already provided everyone that pre-ordered 7 days access to the game at very little (to no cost) to ZOS anyways. Why not provide the needed support to the paying customers and give the extra 5 days to make sure that we buy the subscription.
You see how frustrated people get when they don't have access to the game (two days in a row this week during pre-access) for maintenance that benefits them. This has the potential to have a significant negative impact on the game's reputation early on in the release. The reason that I'm paying a subscription fee for the game is enhanced content and customer support. This is failure of customer support even before we get out of the launch weekend.
ZOS, please take a good hard look at this and support the players that will be here for the long run rather than worrying about the people that are going to take advantage of the game for 5 days and disappear forever.
Katjac
I Purchased the Imperial physical edition from Future Shop here in Canada back in Jan and there has always been a release date on the package of 4th April. I knew that this would be a challenge to get my copy in time to meet the date by which the code would need to be entered.
I e-mailed customer support and this is the response that they provided to me:
Greetings Traveler!
Thank you for contacting The Elder Scrolls Online Team.
I apologize for any inconvenience,but we have taken into account that some players wont receive the game by the 4th, and have enabled a 48 hour grace period.Unfortunately we cannot make any exceptions, as there are some players that would take advantage of this.
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,
The Elder Scrolls Online Team
I am very frustrated by this 'generic' response that was provided. I expect that they are getting a significant number of calls/e-mails on this issue and something a little more than 'sucks to be you' would have been appreciated.
With over 50 hrs in game since early access started and laying out $120 for the game I would expect that ZOS would acknowledge that this is an issue and would do something about it.
Releasing on a Friday, authorizing 3rd party retailers to release the game only on launch date and knowing that some/many mail delivery services don't deliver on Sat/Sun demonstrates that there is a lack of understanding about how their product would be distributed. The biggest frustration about this is that this was preventable - by providing 'early access' until Friday 11 April at 0800 gives us a chance to get deliveries sorted out and enter our codes.
Wrt the 'advantage', they have already provided everyone that pre-ordered 7 days access to the game at very little (to no cost) to ZOS anyways. Why not provide the needed support to the paying customers and give the extra 5 days to make sure that we buy the subscription.
You see how frustrated people get when they don't have access to the game (two days in a row this week during pre-access) for maintenance that benefits them. This has the potential to have a significant negative impact on the game's reputation early on in the release. The reason that I'm paying a subscription fee for the game is enhanced content and customer support. This is failure of customer support even before we get out of the launch weekend.
ZOS, please take a good hard look at this and support the players that will be here for the long run rather than worrying about the people that are going to take advantage of the game for 5 days and disappear forever.
Katjac
1