Whats the official word on the physical copy debacle?

felixgamingx1

hahah imagine they just take or money and run! wait are they in China?

Deadeyemouse14_ESO

For everyone saying that we should have purchased the digital copy because blah, blah, screw you. I wanted the top tier edition of this game because I loved what I played and have anticipated it for a long time now. I played the betas, defended it at every damn turn, and wanted to celebrate the purchase and launch by getting all the awesome items their top edition offered. The statue and the lore book look incredible.

Because of that, I don't get the game time I was hoping for. I have no issue paying the subscription, giving them whatever payment information they want. I can't, and the retailers wont do anything, Zenimax wont do anything. This sucks, and it could have all been prevented by setting up the ability to send out whatever access codes are needed to retailers when orders ship.

I love this game, I'm going to wait, I'm going to pay my sub when it comes time and deal with whatever I have to. I haven't had a gaming experience when playing this in a very long time. I can't help but feel shafted though. There was no other way for me to get the awesome box set they offered other than going with a retail copy. Digital copy wasn't a decision, not if I wanted the great items being offered and promoted. Just *** guys, this sucks.

Innamoramento

Knightryderss wrote: »

I dont get the whole "you shouldn't use third party retailers to buy products when you could buy from our store" thing...They did not offer the Boxed CE on the Zenimax store

Excellent point! I would have bought directly from Zenimax.

Haios

Sharee wrote: »

Read his post again. He explained how it is possible to have an early access code without actually paying anything. For people like that, "extending grace period" does equal "free".

While it would be "free" to those in the 'pre-order then cancel' group. This approach is akin to throwing out the baby with the bathwater.

When company policies interfere with the normal customer base, like what you've seen in EA, Bliz, Ubi, etc. you lose respect and customers. If this list adds another notch to it, I'll have to do without Fallout4 as well.

JarronKai

FWIW, as a last ditch effort, I sent a support ticket last night stating "YOUR SUPPORT RESPONSES ARE NONSENSE." I hoped that the unusual title might get me more than 20 seconds of attention, and shockingly, it worked.

A support rep claims they have forwarded my ticket to the "team working on processing digital orders for people with late or cancelled physical pre-orders" and that this will likely result in me getting to order digitally and get the Explorer Pack benefits.

At this point, I don't know if I'll take them up on the offer I've been trying to get them to understand since early Saturday, but if it sounds appealing to you, I would say keep trying - I think some better paid support people are in the office this morning.

Shanna

"Sadly we do not have access to the game codes from third party retailers and we have no information on any issues with Gamestop at this time. If you would like a call back, please let us know. At that time we may have more information or a workaround to get you up and running."

My response in the CS survey after receiving this email saying that Zeni has no options in regard to non-Zeni purchases:

Many, many people are now booted from the game for several days due to several retail purchases of the CE not arriving until mid-week. The phone and email responses I've received from Zenimax have been unhelpful. I have been told that I would only able to receive their help if I had purchased directly from the site. The physical CE version was not available from the Zenimax site when I preordered back in January, and Gamestop was an "authorized" retailer. You are punishing your potentially most-devoted fans (those who wanted the CE) with this decision regarding no overlap of product code and early access.

Saint_JiubB14_ESO

Support is a little random, since the betas I have had dozens of tickets and until recently they had all been helpful, I even had a long back and forth about the nature of the early access codes being distributed by Gamestop. Although recently I got a response that was totally unrelated in anyway to the issue I had brought up. I also have had good support on the forums.

So if I had to guess, the volume of the tickets are probably making things much worse now. I expect after a few weeks ZOS support will be more efficient.

Mopar63

PlagueMonk wrote: »

And I really don't think you understand the situation or position we are in.

We have already stated numerous times that we do not WANT free time. There was a reason why i used the wording, "extending the grace period" that does not equal "free"

All Zenimax has to do is, extend the grace period for entering the code by a week and then begin our 30 days on next log in. This will resolve 99% of the problem people are having with getting their physical copies.

So (if Zenimax theoretically gives and extension) I would say start playing tomorrow and then enter the key on Friday, I will STILL have used up 5 of my 30 days.

I think you are missing my point, let me try again. Lets say I go to best Buy and pre-order the Imperial pack, that costs me $5 BTW to do with the balance paid at pickup.

Now the system at Best Buy I setup that I can cancel that pre-order on the day of pickup if I so choose. However I have already had my early start. So if the system you suggest is used then that same person could claim they have not yet gotten their physical copy due to whatever reasons and that they need their game started now.

This can be done still with the refund being issued since they are showing on the Zenimax database as having an early access code. This means they could see up to a two weeks of totally free play based on the scenario you have described.

Personally I think this was handled wrong from the start but the issues are actually normal if you go back to the early days of MMOs with physical copies and subscription fees. To many MMO players today either have not gotten that much experience with MMOs or have chosen to forget those days. We are in a world of F2P and so this approach does not seem right when so many can just go play a free game within an hour of signing up.

Now let me be clear I sympathies with the people that are legitimately stuck due to the shipping issues. This sucks to no end I and understand the frustration. However blaming Zenimax for a shipping issue from Amazon makes no sense. Amazon got the game with plenty of time to ship, if they held off to long or if the person buying the game took the cheapest shipping approach that is NOT the fault of Zenimax, that is the nature of buying a physical copy off the internet.

Rule of thumb, if you need a Physical copy, buy it at a store that is local. Otherwise digital direct from the company is the best way to go.

Shanna

Mopar63 wrote: »

However blaming Zenimax for a shipping issue from Amazon makes no sense. Amazon got the game with plenty of time to ship, if they held off to long or if the person buying the game took the cheapest shipping approach that is NOT the fault of Zenimax, that is the nature of buying a physical copy off the internet.

Rule of thumb, if you need a Physical copy, buy it at a store that is local. Otherwise digital direct from the company is the best way to go.

Someone else has posted that Amazon CS informed them that Amazon didn't even receive the copies to ship until the 4th, which turns the focus back to Zenimax.

Minnus

Mopar63 wrote: »

I think you are missing my point, let me try again. Lets say I go to best Buy and pre-order the Imperial pack, that costs me $5 BTW to do with the balance paid at pickup.

Now the system at Best Buy I setup that I can cancel that pre-order on the day of pickup if I so choose. However I have already had my early start. So if the system you suggest is used then that same person could claim they have not yet gotten their physical copy due to whatever reasons and that they need their game started now.

This can be done still with the refund being issued since they are showing on the Zenimax database as having an early access code. This means they could see up to a two weeks of totally free play based on the scenario you have described.

If that is how Zenimax is rationalizing alienating their most devote fans, this speaks volumes.

Who cares if a few people get to play the game for free for a few additional days? The Early Access did not prevent them from playing. It works in their favor to give them MORE access because it will make it much more likely for them to actually purchase the game.

In fact, this is now putting those who are receiving the game to immediately return it.

Saint_JiubB14_ESO

I just thought I should mention that Amazon has a history of overselling high demand items, years back I pre-ordered a game from them and was told I wouldn't receive it for several months after the release date, so I canceled it because they hadn't charged me and bought a physical one.

and they are in the news every Black Friday for the same stuff.

I don't really know who is to blame for the Amazon mess. I won't buy form them for the aforementioned reason.

and important issue to note that seems to get lost in these threads is that ZOS does have responsibility for issues with retailers (other than Amazon, possibly) they selected 4/4/14 as the release date they also forced them to hold until 4/3/14. That is normal for console games because with so many retailers, somebody somewhere starts sending out copies ahead of time. but with an MMO even if everybody had received their pre-orders ahead of time, nothing would have happened since the site locked everybody out of registering the products and we already had early access. No real harm. Sadly I have to wait until Tuesday to find out how much of a headache I'll have.

But what I would like to see since the ship has sailed on extending the grace period would be some for of compensation, frankly I don't need it but I think it would be better for the company and the game.

Just my two cents.

Phyrdrin

Four pages later and still no sensible response from anyone with authority.

Whose fault it is - Amazon, ZOS, Best Buy, Waldo, Dr. Who - really doesn't matter at this point. I think a lot would be resolved already if someone with some kind of authority made an official statement that filled us in so we can all be on the same page. And no, I'm not talking about a:

"We're working on it."

For the $100 - 130 each of us spent, we deserve much more than that.

By the way, I did indeed pay to have my game on time. I paid for 1 day shipping which was guaranteed but not delivered. Despite many hours on the phone with Amazon I was refused any kind of compensation for this failure.

Regarding those with digital editions - It would be somewhat understandable for you to feel the situation is unfair if we got "free days" as you put it. But, what most of us are asking for and are willing to accept as an alternative is the ability to either pay now for a sub while we are forced to wait for the promised product or start our 30 days now. Put yourselves in our shoes - we paid (that we paid more than anyone else is moot at this point) and are now sitting empty handed. There is no justice in this.

Saint_JiubB14_ESO

well nobody tagged @ZOS_JessicaFolsom so you won't get much attention.

I think there are certain legal reasons why nobody can explain the issues. Also why I don't deal with amazon unless I must.

Phyrdrin

Saint_JiubB14_ESO wrote: »

well nobody tagged @ZOS_JessicaFolsom so you won't get much attention.

I think there are certain legal reasons why nobody can explain the issues. Also why I don't deal with amazon unless I must.

Most of us dealt with Amazon because we trusted them over other sellers listed on the website as the only available sources for the physical collectors edition. I would have purchased from ZOS had I been given that option. Now I am being told "too bad, so sad" because I didn't purchase something that didn't exist (a CE from ZOS directly).

Innamoramento

Phyrdrin wrote: »

Saint_JiubB14_ESO wrote: »

well nobody tagged @ZOS_JessicaFolsom so you won't get much attention.

I think there are certain legal reasons why nobody can explain the issues. Also why I don't deal with amazon unless I must.

Most of us dealt with Amazon because we trusted them over other sellers listed on the website as the only available sources for the physical collectors edition. I would have purchased from ZOS had I been given that option. Now I am being told "too bad, so sad" because I didn't purchase something that didn't exist (a CE from ZOS directly).

Exactly! And why are there self-righteous idiots trying to make us appear as the fools when we went with the only options we had? We should feel ashamed for wanting the product the most devoted fans would?

RichterVonStrid

Mopar63 wrote: »

PlagueMonk wrote: »

And I really don't think you understand the situation or position we are in.

We have already stated numerous times that we do not WANT free time. There was a reason why i used the wording, "extending the grace period" that does not equal "free"

All Zenimax has to do is, extend the grace period for entering the code by a week and then begin our 30 days on next log in. This will resolve 99% of the problem people are having with getting their physical copies.

So (if Zenimax theoretically gives and extension) I would say start playing tomorrow and then enter the key on Friday, I will STILL have used up 5 of my 30 days.

I think you are missing my point, let me try again. Lets say I go to best Buy and pre-order the Imperial pack, that costs me $5 BTW to do with the balance paid at pickup.

Now the system at Best Buy I setup that I can cancel that pre-order on the day of pickup if I so choose. However I have already had my early start. So if the system you suggest is used then that same person could claim they have not yet gotten their physical copy due to whatever reasons and that they need their game started now.

This can be done still with the refund being issued since they are showing on the Zenimax database as having an early access code. This means they could see up to a two weeks of totally free play based on the scenario you have described.

Personally I think this was handled wrong from the start but the issues are actually normal if you go back to the early days of MMOs with physical copies and subscription fees. To many MMO players today either have not gotten that much experience with MMOs or have chosen to forget those days. We are in a world of F2P and so this approach does not seem right when so many can just go play a free game within an hour of signing up.

Now let me be clear I sympathies with the people that are legitimately stuck due to the shipping issues. This sucks to no end I and understand the frustration. However blaming Zenimax for a shipping issue from Amazon makes no sense. Amazon got the game with plenty of time to ship, if they held off to long or if the person buying the game took the cheapest shipping approach that is NOT the fault of Zenimax, that is the nature of buying a physical copy off the internet.

Rule of thumb, if you need a Physical copy, buy it at a store that is local. Otherwise digital direct from the company is the best way to go.

No, i think YOU are still missing OUR point. ZOS should have saw this coming and taken simple steps to avert it. They could have sold the CE on their site, but didn't. They could have required retailers to ship CE orders ahead of time to ensure we got access to the game. Or they could have required retailers to email our codes (like they did with the early access) to us the day the item shipped. They could apologize and save face and avoid the bad press by extending grace. So many things they could have done or could do other than than sticking their fingers in their ears and yelling; "LA LA LA LA LA! I CANT HEAR YOU SO YOU AREN'T REAL! LA LA LA LA. NOT OUR PROBLEM!"

sylviermoone

We also purchased a CE, as well as a digital IE (we have two players, so you need two games!)

We wanted to purchase directly from Zenimax. We bought the CE because we wanted the cool extras! We wanted to purchase direct so that Zenimax wouldn't have to share profits with another retailer. We wanted as many of our dollars to go to the company making this game as possible!

Purchasing this direct wasn't an option, as many have already stated. We were further more told that we would receive it on the 4th. Our delivery status, checked on Thursday night was "delivery on April 4".

It wasn't until the morning of the 4th that we were informed that we wouldn't be receiving it. For the entirety of the weekend our order status bouncedbetween " unavailable" and "preparing to ship". At one point the shipping status was " in a container said to contain the item".

All we wanted was the ability to enter our subscription information. We offered to pay up front for our first thirty days, and apply the included 30 days after that. That is the solution that most of the people dealing with this issue want.

As of this morning, we were given a ONE DAY TEMPORARY CODE that will allow us to at least enter subscription information, pay for the first month, and our included time will be accessed AFTER we receive our physical edition and input the "real" code. So, I guess we won the CS lottery, but I still feel badly that this solution hasn't been extended to all.

TL;DR:
No one is asking for "free" time. Only Zenimax has the power to solve the issue of being locked out of the game. They can, they did for us. They should do it for everyone.

thegamekittenub17_ESO

I have to say Amazon picked up the ball and gave a free copy of the Imperial Digital to my fiancé for the botched up delivery. From my understanding it was Zenimax that botched up the supplies delivered.

Doesn't matter Amazon earned my respect when they said sorry we had to delay the delivery, it was not our fault (they were nice enough not to directly point a finger this time) but for your headaches we will give you the Imperial Digital and confirm you should receive the box sometime tomorrow that you pre-ordered.

Even though we were mad and not nice at some point, Amazon did stay in contact with us and answer EVERY TICKET and RETURNED EVERY PHONE CALL.

And that is what is important, who picked up the ball in this mess. And it was Zenimax's product, so they should of have least had a better attitude than well seems like it is YOUR problem and your are out luck.

takai.kurosawab14_ESO

thegamekittenub17_ESO wrote: »

Even though we were mad and not nice at some point, Amazon did stay in contact with us and answer EVERY TICKET and RETURNED EVERY PHONE CALL.

I wish we BestBuy customers had such support. None of the 3 tickets with BestBuy and 5 tickets with Zenimax over the course of a 72 hour period have been responded to with any actual help, and it's slowly eating away at my patience.

Additionally, some BestBuy in-store customers (a friend of mine included) arrived at a BestBuy store on launch day for in-store pickup only to find that the idiots at the cash register handed the copy away to someone else who claimed to be the same person (despite a differing address, phone number, and lack of deposit receipt for pre-order).

lyricalbedlam

I emailed Zenimax on Sunday morning with the same issue the rest of you have, and received a response Sunday evening asking me to call Gamestop in an attempt to get my game code, but also granting me 7 additional days of playing time that started immediately. This is a reasonable timeframe and response for the problem everyone is having, I am just sorry not everyone is having the same luck I did.

waynesrcb14_ESO

"Too Bad". That is the official word I got.

I called and talked to Zenimax and they said they could not help me that it was amazon's fault.

I called and talked to amazon and they were concerned but could not figure out a way to get me the code from a box that was already in transit.

I can tell you this much for sure. Amazon is not the one that blocked my account until my PREORDER arrives on the 10th.

I was already on the fence about this game anyway and I bought 5 imperial editions. 3 digital and 2 retail for my family. That is nearly $500 and will be a smooth $75 a month that Zenimax could be making from me for years. But I have a feeling they shoved me off the post.

Shanna

I'm sitting on hold again, with the plan to ask them for the extension (two days would do me) that I'm reading other's have received. Crossing fingers!!

Shanna

waynesrcb14_ESO wrote: »

I was already on the fence about this game anyway and I bought 5 imperial editions. 3 digital and 2 retail for my family. That is nearly $500 and will be a smooth $75 a month that Zenimax could be making from me for years. But I have a feeling they shoved me off the post.

Similar situation here. I bought two physical CE's, and one digital Imperial version for three of us to sub. The one with the digital version is the only one who is able to play right now, and he doesn't even want to! (hence why I didn't order him the physical CE. he's just not dedicated enough.)

SparkTooth

EBGames couldn't help me with the game code either, but they told me I could just refuse shipment and get refunded. Frankly, the game was fun at first but quickly got bogged down with an overstuffed bank, endless trade and gold selling spam, and it really doesn't feel like an Elder Scrolls game anyway. The weapon swap and limited number of abilities are obviously because it was designed with PS4/Xbox controllers in mind.

Jerreth

lyricalbedlam wrote: »

I emailed Zenimax on Sunday morning with the same issue the rest of you have, and received a response Sunday evening asking me to call Gamestop in an attempt to get my game code, but also granting me 7 additional days of playing time that started immediately. This is a reasonable timeframe and response for the problem everyone is having, I am just sorry not everyone is having the same luck I did.

Are they handing out game codes now? I will take one until mine arrives.

OFC_it

I have an idea. To be "FAIR" to the digital buyers. Lock their butts out of the game till we can get on. How is that!

gustasonmichaelub17_ESO

Saint_JiubB14_ESO wrote: »

I expect after a few weeks ZOS support will be more efficient.

Here, too, is a point that doesn't matter right now.

Anyone who's ever been part of an mmo launch knows that the first days/weeks are the most important.

Should devs and their associated support teams drop the ball during this phase, the biggest, baddest game can and will fall the hell apart.
Anyone remember the first month of SWTOR?
Biggest turnout for an mmo ever-- they were rolling in the cash from preorders alone. Those of us who beta tested it said there were issues; everyone knew it. But they went ahead and launched when they wanted to (holiday 2011/12) knowing full-well that it wasn't ready.
The result? No one resubbed when their intro time was up.
The TOR devs publicly stated that Version 2.0 (patched in February 2012-- almost two months after early access) was what the launch version of that game was "supposed to be."

But it was too late by then. Despite version 2.0 fixing DAYS of problems that were around at launch, they had already lost the player base; people left in droves before they could even patch it.

If Zeni doesn't take these and similar lessons to heart and work some PR miracles right quick and in a hurry, they are doomed to the same fate.

This isn't [necessarily] a bunch of nerds raging because they want to be playing this minute.
But, as several people here and elsewhere have stated, their families and friends that [in some cases] they spent a lot of time convincing to play in the first place, are already leaving.

Think about this--- there are thousands of people who were on the fence to begin with who are now convinced they should never have gotten their hopes up to begin with. Let alone those ES diehards who are second-guessing their loyalties.


I could go on about how important these first few weeks are in game, for getting ahead of the curve in pvp, crafting, gaming forums and blogs, tutorials, etc, but I'm pretty sure this post has gone on long enough.



tl;dr It's NOT just a few days of not playing that's the problem, it's the fact that if they don't fix it NOW and start making it up to their fan/customer base NOW-- this game is dead already.

aura_36ub17_ESO

Dont get your hopes up for the 7 day extended play while your package ships, its not going to happen

Shanna

The nicest response I've received was from the local gamestop manager...who, though he couldn't do anything for me, wisely suggested that I preorder directly to the store next time. He's had at least 3 people pick up their copy today

Axiom187

I am also stuck in limbo because I wanted the physical extras. So, I paid a premium VIP price and instead of VIP backstage all access I get to lurk on my guild's voice chat and listen to them play. I, also, get to fall behind them progress wise and will most likely have to do the dungeons with a bunch of strangers instead of my friends. LAMO. Zenimax, please, reconsider doing business with Gamestop and Amazon in the future. Just because they are giant companies, doesn't ensure that they will be your best option to provide a service for your customers. If anything, it shows how little they care about your business and its success. I dearly hope your liaison with them, at bare minimum, gives their representatives a good yelling at and a threat of discontinued business in the future. This makes you look bad and your game look bad. Loss of trust and definitely a potential for lost subscribers