Amazon delivery solution

gokou320thub17_ESO

Valethar wrote: »

gokou320thub17_ESO wrote: »

And to add.. if they weren't going to have anybody with any ability to do anything in the office this weekend, why in the heck would they pick a friday release date?!?!

I have a theory, but voicing it would get me a ban.

I've been really good about trying to keep my posts level headed and calm... that one was hard to keep remotely cool-headed.

sylviermoone

We received a one day code from Zenimax this morning. This will at least allow the hubs to get online and enter his sub information, thus unlocking his free time. Hooray!

I don't know if this was because of the threads regarding the issue, or because he put in a support ticket.

I don't see any official response here in the forums, which leads me to believe that there are still folks out there locked out while waiting for delivery of the physical game. I suspect that if this solution was applied to everyone in this boat, Zenimax would have posted and closed the thread(s).

I suggest if you haven't received a solution, that you contact CS right away and hope they are able to help you out like they helped us.

Zenimax: this is precisely the solution we were looking for. Thank you for FINALLY coming through on this, and I sincerely hope you are able to come through for others. Many of the people having this issue aren't asking for anything free, they just want to be able to get their subscription info in so they can keep playing.

See you in Tamriel!

Kainam

sylviermoone wrote: »

I don't see any official response here in the forums, which leads me to believe that there are still folks out there locked out while waiting for delivery of the physical game.

Indeed there is, and I've submitted a ticket on the issue as well.

Phyrdrin

@sylviermoone‌ - glad your situation was resolved! For me there is no resolution in sight. Support finally replied to my emails this morning after 48 hours saying "sorry, nothing we can Do".

moxsapphire_ESO

@sylviermoone congrats on winning the customer support lottery. i'll be calling in at lunch time. I am very upset.

moxsapphire_ESO

oh, but the good news is, I just earned the name dropper badge!

Glynt

I'm in the boat with the people with zero response. I don't believe they really know what customer service is, or this would have been handled much differently.

Kgee

I just can't believe it has come to this. They were doing so good before release. I know there is another thread in the forums titled something like "Thank you for the $100 now get out." That is truly how I feel. It's like as soon as we paid, the kid gloves came off and it was man handling time. Not a smart way to run a business that revolves around making the customer happy.

I think I will see if I can get a temporary code to start my subscription. But at this point I am seriously thinking about getting a refund and just walking away. From the sound of it, I don't think they would care one way or the other either.

Phyrdrin

@Kgee‌ no I don't think they would, seeing as people have reported that any comments on the issue are being deleted from social media, they are shutting down threads about this issue, and there has yet to be an official announcement about what they will do. People are blatantly stating they are leaving, and nobody is responding at all.

Kgee

Phyrdrin wrote: »

@Kgee‌ no I don't think they would, seeing as people have reported that any comments on the issue are being deleted from social media, they are shutting down threads about this issue, and there has yet to be an official announcement about what they will do. People are blatantly stating they are leaving, and nobody is responding at all.

I was hoping this was just a weekend fill in support staff thing and that Monday (today) the regular support guys would come in and get this mess all cleaned up.

We will see. Nothing yet though, as you already know.

TRG_Ebrasu

Phyrdrin wrote: »

@Kgee‌ no I don't think they would, seeing as people have reported that any comments on the issue are being deleted from social media, they are shutting down threads about this issue, and there has yet to be an official announcement about what they will do. People are blatantly stating they are leaving, and nobody is responding at all.

I can only speak for my thread "Zenimax and Amazon dropped the ball", but it was not closed due to ZOS trying to bury it or to censor it, it was closed because some idiots decided to turn it into a pissing match.

Nothing more.

I can not speak on them deleteing posts on social media because I do not follow it.

sylviermoone

Sad face. I feel bad that we got a solution while there are others still with no resolution.

Hoping that it's just Zenimax working through the backlog? I'm sure creating temp codes for all those effected is no easy task. Which is precisely why a statement from Zenimax saying they are working to resolve this by creating these codes for those effected is necessary

Kainam

sylviermoone wrote: »

Sad face. I feel bad that we got a solution while there are others still with no resolution.

Hoping that it's just Zenimax working through the backlog? I'm sure creating temp codes for all those effected is no easy task. Which is precisely why a statement from Zenimax saying they are working to resolve this by creating these codes for those effected is necessary

Nope, they're still trying to pass the buck.....

Response By Email (Marco) (04/07/2014 10:28 AM)
Greetings Adventurer!

We're really sorry that you are not satisfied with us. That is our goal!

Amazon has assured us that it would ship all Imperial Edition orders out for delivery on April 4 so that all customers would be able to enjoy their purchase on launch day. If you have additional questions regarding your Amazon order, please contact Amazon's customer support for further assistance.
We also want you to know that all Early Access customers were granted an extended grace period until Sunday, April 6, 2014 at 8AM EDT/2PM CEST/1PM BST before they were required to transition their account to live.
This was also to cover online retail customers who didn't get their boxes shipped in time and gave digital customers more Early Access time.
Thank you for your patience and understanding. Let me know if I could assist you with anything else.

Warm Regards,
Marco
from The Elder Scrolls Online Team

Kgee

sylviermoone wrote: »

Sad face. I feel bad that we got a solution while there are others still with no resolution.

Hoping that it's just Zenimax working through the backlog? I'm sure creating temp codes for all those effected is no easy task. Which is precisely why a statement from Zenimax saying they are working to resolve this by creating these codes for those effected is necessary

The real sad part, is what is even easier than that, it to just extend the grace period. Since this has not been done, there are three possible reasons, maybe more, that I see that may be the cause:

1. Zenimax is sticking to their guns no matter what happens, pissing off their highest paying customers in the process, which is a terrible business decision.
2. There is some overwhelmingly difficult technical reason they cannot extend the grace period. This might be the case, because I don't think they ever "extended" it to Sunday. I think it was always planned for Sunday. So something technical could be holding them back from doing this, which makes sense why they would issue a code for your husband.
3. The customer support staff from this weekend was outsourced/fill in staff and had no power to do anything and had to just stall/brush people off until the normal staff came in today.

I am just guessing. I don't know.

Talins

Guys, try working through Support. Working through support was how we eventually got EA/Bioware to extend their grace period for physical copies. I know support is overloaded right now - but a nice polite request (with a timestamp on it) stating your concerns can do wonders in getting this issue resolved

Meuh

The problem is that you could only buy the pre-access for approximately 5$. So if they extend the grace period, people who only bought pre-access will have "free days". I guess they dont want to sort out pre-access from IE/CE customers.

TheGrandAlliance

Make sure to vote on whether you will continue to play or not.

Kainam

Talins wrote: »

Guys, try working through Support. Working through support was how we eventually got EA/Bioware to extend their grace period for physical copies. I know support is overloaded right now - but a nice polite request (with a timestamp on it) stating your concerns can do wonders in getting this issue resolved

I am, but I have a feeling they farmed out their support services to a location where "English" is not their primary language.

jkbennettb14a_ESO

Glynt wrote: »

I'm in the boat with the people with zero response.

Sorry this thread needs some humor to ease the tension.
https://www.youtube.com/watch?v=avaSdC0QOUM

wrlifeboil

Reignskream wrote: »

PlagueMonk wrote: »

Just a note......a Zen Rep replied to the OPs linked post saying they are looking into it.

Zenimax should simply accept the early access code as proof of purchase (especially now that it is the 5th and we have all been charged for our copies) and then allow us to GIVE them our money to keep playing. Just means I will be playing for a minimum of 2 months (since I would be already paying for the 2nd month first )

And just an fyi from my end......I got an email saying Amazon had charged me and my physical copy would arrive on 4/8. So for me it isn't too bad regardless, I can handle not logging on for 1 day. Funny thing is, I pre-ordered TESO on 3/29 so why I am getting mine while others, who pre-ordered theirs a months + in advance, I don't quite get. Sorry to all those who are in this position

Amazon told me thats a first come first serve basis, they insisted it wasnt true. and i ordered mine on feb 21st. They clearly are lieing to me. >:(

Amazon was taking pre-orders for the game in 2013.

ShadowOfOblivion

I got a solution after 6 days and 3 tickets (best service, eh?). My game will arive in about 10 days so I went ahead and send a ticket the previous Monday (31.03) and I offered to pay them for another game and then they can either move the money to subscription OR refund them. After 3 tickets (2 online, 1 forgotten ie no answer + 1 for call) I got my solution in option 2 (refund after I get the copy from amazon). They ensured me I will not lose any progress etc (took them a day and a half to confirm...).

PS. The "grace period" of 2 days was planned before (at least!) 2 months. At that time it was not clear when exactly my order will arive so I asked if they can do anything and have e-mail confirming they will add 2 days to the game time for all with early access.

jkbennettb14a_ESO

Kainam wrote: »

I am, but I have a feeling they farmed out their support services to a location where "English" is not their primary language.

Good luck! I waited on the phone for 3 hours and 43 minutes before my call was disconnected without speaking to anyone. Was not a cell signal problem either.


Then I got this response from the ticket I submitted proving that whomever read my ticket lacked the reading comprehension to even understand my problem. I like the part where they tell me Amazon doesn't send code via e-mail. Hummm that's funny, Amazon e-mailed me my early access code. Customer service disaster is what this launch has been.

"We will assume your issue has been resolved if we do not hear from you within 120 hours.

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!
Subject
Ordered the "Imperial Collectors Edition" with the statue and book from Amazon o...

Response By Email (******) (04/06/2014 10:23 PM)
Greetings!

Thank 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.

You can also find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

http://help.elderscrollsonline.com/app/home?region=US/track/AvOuxQrTDv8S~V_7GhIe~yILNfcqLS75Mv9N~zj~PP_E

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team
Customer By CSS Web (**********) (04/06/2014 06:02 PM)
Ordered the "Imperial Collectors Edition" with the statue and book from Amazon on Feb 20th. Amazon failed to ship me my box with game code on time. Whether through fault of theirs or fault of yours, I couldn't possibly care less. I bought your most expensive version of this game and have no option to setup a subscription and therefore cannot play the game.

Why is there no resolution to this?

Signed - A Severely Pissed Off Customer"

jkbennettb14a_ESO

Double posted for some reason. Forums must be getting hammered.

sylviermoone

For the folks still waiting on resolution: has your physical edition shipped, or are you in the limbo of "we don't know if we will have stock for you"?

Our CE is verified as shipped, so I can see why they would extend a temp code so that our sub info can be added.

I can also see why they would not extend this courtesy to folks who are in the limbo of " you might not even get that CE you ordered due to stock issues". Our card was charged back in February when we ordered it, but upon the debacle of shipping issues we checked again to see that the February transaction was gone, and replaced by another charge on April 5 .

I'm definitely not saying that this issue is OK in any way, nor am I defending Zenimax in how they've handled this. Folks that pre ordered the collector's edition and paid the most money in support of the game deserve much better treatment than they are receiving. It is never a good idea for a company to p*** all over their customer base.

I truly hope those still waiting to receive resolution get it soon.

Shockeyb14_ESO

Everyone knows this, but I want to say it again. Why? Why? Why is it so hard to make owners of the CE happy? No matter what we offer.. We want to pay subscription up front, we are willing for the additional access to be taken off of our 30 days etc but the team at Zenimax cares not apperently. I want to play, I want to give you money, I want others to play, I want ESO to succeed. Others also want this.


Please Zenimax help us help you.


All I want is ONE option (besides paying for an entire Imperial digital version and returning the retail CE) to play until the CE is actually at my doorstep.

Phyrdrin

If they are having some sort of technical issue preventing them from extending, that's fine. But be courteous and say so. We would understand. Not only that, but we have been willing to hand them money for our subs up front. No dice.

Outsourced customer service sounds about right. The people I've spoken to recently could barely string together sentences in English, let alone really understand what I was trying to explain. Nice people, but they had no idea where to even start helping me.

Phyrdrin

Well, if one is to look at the current top support threads, we aren't really missing much. From broken codes, to email authorization errors, to patch problems, to getting banned for no reason and broken Molag Balls (pun intended) - it looks like pandemonium is setting in. This game is quickly headed to F2P status, ladies and gents.

takai.kurosawab14_ESO

Phyrdrin wrote: »

This game is quickly headed to F2P status, ladies and gents.

Assuming we even allow it to reach F2P in the first place before it hits ground zero.

Meuh

Sad truth is that Zenimax is pretty happy with that situation. My father works in mondial delivery and tells me that Companies prefer progressive connections than all customers connected at the the same time. Just look forum, they cant handle current number of customers. We are just not a priority for them.

thefinalflight

Unfortunately our numbers don't appear to be of any importance. I ordered my CE in early Feb and my arrival date is slated for the 10th/12th. Aside from learning never to pre order through Amazon, I'm deeply disappointed bt the lack of support. And like most, I'm more than willing to pay for the subscription if need be. I just want access to the game I've paid for.