Explorer Pack rewards missing...?

Ravasz

I agree with you, so what should I / We do? Retailer will not give it to us, eso support will not give it to us, what should be the next reasonable step?

elderscrollsb16_ESO109

I believe you purchase the game on g2a.com ?

What I would do first is to review on this site under you profile / account page if there's any info. The code may be there (don't know how they works, I do not use this site).
If the code is not on this page nor in any email you received from them, open a case (or insist on the one you already open) with g2a customer support.


Sorry cannot help you more than that, and I'm afraid Zenimax cannot do much since you purchased the product at a site they are not linked with in any way.

Hope G2A will play it nice...

Audigy

If you paid with Paypal, you can file a claim. As more people do this, as higher the chance is that Paypal will check whats wrong and if G2A is guilty, they will be forced to send the money back or the missing key to us.

As said earlier, Paypal knows about the company - the women didn't seem to be surprised when I spoke to her.

That however still doesn't say if G2A is really guilty, maybe they never had an Explorer Key and really thought that the pre order = explorer due wrong advertisement from ZO...

I don't know who plays wrong here, is it ZO or is it G2A. What I know however is that I wont play with them. If the whole thing isn't fixed by the end of the week, I will demand a refund and say goodbye to TESO.

What started out as a simple issue has become a big disappointment, especially after hearing that others got help, while I am ignored by the customer service since two full days.

stylernaku

Ok the thing is, when I entered the first code on eso's account page, it said clearly something about the explorer pack in a well done message notification for early access etc. It popped up briefly on the screen.

That was the first key from G2. Not sure if this stated I should now have those items, or just telling me that I was now just legible.

Has anyone else notified similar when they input their code? Either way this turns out, think i may be giving G2 a wide birth after this.

Audigy

I got various messages.

1. I entered the pre order key and got confirmation about my explorer Pack. The email said clearly that I will be able to play as any Race in any Alliance now and that I would get the other items on the 4th April when the game is released.

2. When I entered the game code on the 6th of April, I got a message in my account menu that the items are on their way to my mailbox. It was something like, "we are now dispatching your ingame items".

Also, if I check the ESO FAQ here, then it says clearly that digital editions only have two keys and an explorer key is not required. The Explorer key is for the physical editions.

This however still doesn't explain, why we don't get our items and how G2A can sell the explorer keys...

stylernaku

Well I've actually been given a key now from a pal who doesn't want his copy (not bothered about the extras he has imperial edition from retail anyway). This business still left a bad taste in my mouth though. Not sure Eso is to blame here either...

Ravasz

If the faq says digital edition only have 2 keys than why did Zenimax staff say a few posts earlier that both versions have 3? And indeed how can any retailer sell a key as an individual product when it's only valid with a whole pack, and on top of that advertise it as a DLC! I think Zenimax should deny the rights for g2a to sell any of their products.

elderscrollsb16_ESO109

ZOS_AlanG wrote: »

Early Access and Explorer's Pack codes are separate for all editions of the game, digital and physical.

Audigy wrote: »

Also, if I check the ESO FAQ here, then it says clearly that digital editions only have two keys and an explorer key is not required. The Explorer key is for the physical editions.

There's something wrong somewhere.

Audigy, can you check you account in the "Billing History" section ?

I got this:


Do you have the Explorer's pack line ?

Audigy

I only have in my account,

Beta
Early game Access
Digital Standard Edition

The FAQ I am referring to is from the in game menu, when you contact the customer support. There is a line where it says that if you buy the digital edition, no further steps are required to claim your items.

While G2A isn't an official retailer for the game (something I didn't even know before Amelia said so - you would think a shop can only sell the product if its officially allowed from ZO), it proves their point to some degree and explains why others got their items sent to their account.

However, its still all very strange and I am still waiting for my items as so many of us. The internet is full of complaints, someone messed up big time here.

Drakez

Just contact ZOS customer support. It took a few days, but once I got a response they sent me the explorer pack key within minutes.

d.zid.816b16_ESO

If you keep trying with ZO support you will eventually get someone to send you the ingame mails with the items.
Still lesson learnt, only buying from recommended retailers from now on.

Ravasz

d.zid.816b16_ESO wrote: »

If you keep trying with ZO support you will eventually get someone to send you the ingame mails with the items.
Still lesson learnt, only buying from recommended retailers from now on.

This works, yesterday I did the same, opened a new ticket that my explorer's stuff is missing and I got them all in one mail within 2 hours. Sadly this is the only way you will get what you want, if you play nice and tell everything like you got fcked up by g2a and you are missing a key, nobody will care.

Audigy

I wish I had your luck guys

While I was told on Monday that the items are on their way to my account, I have not heard of the support since then - feeling fooled.

Ravasz

@Audigy, open a new ticket and don't refer to a previous problem or to a missing key or anything, just say that you did not received the pre-order stuff, and provide something as a proof that you should have received, like the mail you got when you entered the head start key (explorer's edition activated etc etc). With luck you'll get your items. Sorry to say but this is the best chance you'll get it.
This does not change the fact what g2a did and what Zenimax did not do however.

Kilimanjaro

Got this email

" Dear G2a.com customer,

Thanks for your recent purchase from G2a.com!

Here is your survey to rate your experience with G2a.com. We'd appreciate hearing about and sharing your experience, please take a moment to tell us about it by rating G2a.com below. Your review will help millions of customers like you make informed decisions.

Your complete review of this store/service earns you an entry into our monthly giveaway to win a Apple iPad .

How was your overall experience with G2a.com? Click a rating to continue.

Five Stars: Very Satisfied
Four Stars: Somewhat Satisfied
Three Stars: Neither Satisfied or Dissatisfied
Two Stars: Somewhat Dissatisfied
One Star: Very Dissatisfied"

Maybe I will win an ipad. Worth it.

Keldath

Problem solved! Finally got a reply from Zenimax and a GM sent me the missing items from Explorer's Pack.

Repix

I have the same problem as you.
G2A bought in and they sent me two codes, one of early access and the other the explorer pack. When scoring the second TESO sent me the email saying that it was the explorer and would pack the items in my mailbox. It turns out that was the standard pack and I must claim G2a. G2a tells me it's a problem of TESO.
I canceled the account and I will TESO claim back money G2a.
I requested a refund on paypal and I've returned to my bank receipt.
Do not buy into G2a ever. I am very angry.

Moobs

Well I got my explorers pack rewards sent to me in the mail yesterday. About a week after submitting a ticket. They'll get around to everyone eventually.

Żubr

I got 2 keys from G2A. After adding one to my account, which in billing history is called "3 days early access" I have recieved and email from elderscrollsonline.com titled " Elder Scrolls Online - Code Redemption".
-
"Thank you for redeeming your pre-order code for The Elder Scrolls® Online. You're now registered for The Explorer's Pack, which includes the following digital rewards:
•The ability to play as any race in any alliance
•The Scuttler vanity pet
•Exclusive treasure maps
•3 Days Early Access

You'll receive these digital rewards when you first log-in to The Elder Scrolls Online game at official launch."

No items so far
So it may not be retailer`s fault after all.

Audigy

Still no items in my mailbox

I was told by a GM yesterday that I would get them, but then the mail system was down once again like on the 6th when I redeemed the codes... its just not fun anymore ZO.

Joep

I've got the same problem, the chat told me to fill in the complaint form. I told them they should send me one of those explorer pack keys that they are selling for free. Now i'll have wait another 72 hours.

Ravasz

Quick facts about this issue:
1. - Those who bought pre-order (standard) from g2a should get 3 keys, and got only 2 (Explorer's Pack key missing).
2. - g2a will deny the fact that they received a 3rd key and will not give it to you.
3. - g2a sells these keys as individual DLC's, you can't do much about it.
4. - Zenimax has nothing to do with g2a, it is not their fault you picked to buy from them because it was cheaper.
5. - Zenimax will not give you the 3rd key, they will not help you to get your items in any way if you tell them the whole story about Your problems with the Retailer you bought the game from
6. - Zenimax however Will send you the in game mails with the pre-order bonus pet and treasure maps if you only tell them that you should've received it but the mail never came - of course you have to provide some proof like the mail you received when you activated the head-start bonus.
7. - If you don't succeed at first open another case, until you get to someone who will send you the mail with your stuff.

Justification why Zenimax should still send you the mail:
- There is no cash involved, the only requirement was to buy the game before it launches, and you did that. So without any remorse, keep sending those tickets to ESO Support.

This is the sad truth, you got F*cked by g2a, and you have to lie to Zenimax about it to get what you want.

Antilles

So, 7 days since I filled a complaint with ZM, although I get it might be not as easy as I wish or they are extremely busy atm. I start to think its a lost cause and I have wasted money on early access, Cause not only didn't I get the items, 60% of the early access period the game was down for maintenance or some features were disabled and I think there is a BIG difference between beta and early access. But oh well..let the waiting game commence!

fyi, I know there was a grace period of two days, but I had to work, so, unlucky me.

Ravasz

Antilles wrote: »

So, 7 days since I filled a complaint with ZM, although I get it might be not as easy as I wish or they are extremely busy atm.

They have a lot going on ever since the game started: Gold sellers, bot farmers, thousands of account problems, bug fixing, and recently we had an update that set back the bank space to the default 60 for nearly everyone, lost some items and so on... They are quite busy I believe.

Antilles wrote: »

I start to think its a lost cause and I have wasted money on early access, Cause not only didn't I get the items, 60% of the early access period the game was down for maintenance or some features were disabled and I think there is a BIG difference between beta and early access. But oh well..let the waiting game commence!
fyi, I know there was a grace period of two days, but I had to work, so, unlucky me.

You bought the game for the same price you would normally, if you enjoy it than it is not wasted money. I had early access and I could play just fine, yea they had some downtime but servers were up most of the time - besides I'd rather see less bugs than having servers available 24/7 - and I am impressed how fast Zenimax fixes the bugs in this game (if you have played beta you should know what was that like).
Don't forget you're pissed on g2a and not on ESO, and as I wrote, open another case with them until you get someone who helps you

Dunhilda

Greetings (Youname) ,
Thank you for redeeming your pre-order code for The Elder Scrolls® Online. You're now registered for The Explorer's Pack, which includes the following digital rewards:
The ability to play as any race in any alliance
The Scuttler vanity pet
Exclusive treasure maps
3 Days Early Access
You'll receive these digital rewards when you first log-in to The Elder Scrolls Online game at official launch. We'll also contact you at your account's registered email address with information about early game access as we get closer to game release in April 2014.



ZoS says I used my Explorer pack to get early access did I get my items no, G2A sent two codes and they were only meant to send the two codes

Here we see that ZoS CLEARLY confirmed I'm a explorer account, so why are you attacking G2A? Check your email and look for Elder Scrolls Online - Code Redemption


This is a fault on ZoS, not G2A are you really shocked at this point?



The codes they sell now are the early access code that are left overs I.E that didn't sell, they are after all Pre-order codes.