Official Statement on Payment Methods

otomodachi

ekoutalasb16_ESO wrote: »

OK thanks for clarifying this. We all have our opinions but personally I find this very very discouraging. Your solution is ofcourse an option and I thank you for suggesting that but it is just one more step to take and it just leaves me as a customer with "maybe I will maybe I wont".

Not a very good way to grow the player base in my opinion.

I completely agree.

Roibeard

kmlong77 wrote: »

You can a. get the walmart money card (online purchases one its gold) and just put cash on that to pay.
You can b. buy a visa, mc, amex gift card that is usable for online shopping and pay that way.
And you can c. buy the game cards that gamestop etc will be carrying.

The actual situation here in Germany is slightly different.

a) We don't have Walmart. They did an attempt in the early 90's to gain a foothold, but closed down and sold their remaining markets in 2006, and they are no longer doing business in Germany. Even if they were still around, they might not offer that kind of card to the local market as credit cards are still quite uncommon.

b) Visa, Mastercard, and Amex do not offer a "gift card" product in Germany (to the best of my knowledge).

c) Won't help a lot of people right now.

Prepaid cards are available from Visa and Mastercard (btw: Amex is even less common than Visa and Mastercard. A lot of merchants who accept Visa and MC might not accept Amex - maybe you find that information useful when you plan a trip to Germany ), but the process to get one is quite similar to getting a "real" credit card. Prepaid cards that can just be "bought" are available at some places, but they are quite expensive; purchase fees of 10 EUR are not unusual, and reloads can be expensive, too.

A lot of people in Germany don't feel they need to have a credit card, because we have a lot of other options that are more widespread than credit cards (and less expensive for both the customer and the merchant - which is probably one reason for them being uncommon). Practically everyone has a debit card, of course, just without Visa/MC logo (debit and credit cards are usually strictly separate) and we have direct debit options for our accounts that we can use in online stores. Unless you travel abroad or purchase goods from online stores outside Germany, there is hardly any pressing need for credit cards - that's why most people don't have one (and even the travel argument becomes less valid every year as more and more ATMs around the world accept our debit cards).

That doesn't change anything for anyone, but I wanted to share this little piece of background information and give some insight into the situation some players in our country now find themselves in.

MajikMyst

I am not really sure what to say in response to their official statement..

Other than to say that going back to the MMO I was playing before this one is looking mighty good.. They at least try at customer service.. Even if their game has no content.. I guess to me, good customer service is more important to content..

First let me say, that the official statement from Zenimax and Bethesda is an absolute joke.. It is condescending and rude.. Bottom line, if your customers are complaining about something they didn't understand, then they weren't informed.. PERIOD!!! There is no argument on this issue.. The failure is your own..

Rule number 1: Your customer is always right..
Rule number 2: If your customer is wrong, please refer to rule number 1..

Learn it, live it, and embrace it.. Whom ever wrote that official statement should either be fired or given a course on customer service.. This game will be a success or a failure based on how your treat your customers.. We the customer will decide if this game sinks or swims.. Not you..

There is absolutely no reason to demand that your customers create subscription in order to use their free 30 days.. None what so ever.. To do so is not only bad customer service, but a large reason for your customers to leave and go else where.. If the countless number of threads this issue haven't convinced you, I am sure the utter failure of this game will..

To make the issue worse, your game time cards aren't even going to be available in the U.S. until almost a month after release.. So what are the people that want to use game time cards supposed to do?? Wait until they are released to play the game?? You should have never released the game until these game time cards were GLOBALLY available to all and ready to be purchased.. Better still, ditch the stupid idea of demanding that we setup a subscription to use the free game time that came with the game.. That free 30 days would have allowed my wife and I to play while we wait for the game time cards to become available.. I am guessing nobody thought of that??

I spent $200 dollars on two Imperial Editions, that I have yet to play because of the game time card issue.. Because someone at Zenimax and Bethesda doesn't know the first thing about customers service.. If there was ever a reason to change policy, this was it.. Forcing me to wait for almost a month after release to even play the game is unacceptable.. Yes, it is your fault and your fault alone.. You should have had all payment methods working and available before the game was released..

While I have a credit card, I will not use it because of some poor choices that you guys have made.. Like using our login information to identify us in the game.. It is nice to see you all listen to your beta testers.. Simply put, the security on this site has a lot to be desired.. Security in general just seems to be something you all didn't take seriously..

If you all read this and feel this post is any way condescending?? Perhaps then you will have an idea of how your customers feel when we read your posts..

At least we take the time to write them.. Instead of simply pasting what someone else wrote.. Who is in charge of community relations there?? Anyone?? Who can we count on to actually respond to us??

Or is this your way of telling us that you really don't care.. Message received..

Nigredo

Saerydoth wrote: »

silvestru_liviueb17_ESO wrote: »

@Saerydoth you still don't get it...

I get it perfectly. I used to work for a bank, so I know how pending charges and authorization holds work. And people need to educate themselves on the process before they blame a merchant for something they have no control over.

you STILL Fail to see...

Geneticspore

Here's what you need to do...Hire me on to take care of this. Give me 1 week to get a plan (which is clear y'all don't have one), and 4 days to execute the plan. Not only would I be able to more than likely clean up the muck mess y'all made, but also make it so each corresponding month would run smooth, cut back on your labor costs for whatever service it is that's being used right now. And make customers happy...You guys have my phone number on file I'm home all week

waazup

Lina wrote: »

If You have subscribed for an automatic subscription renewal, You agree that ZEL may continue charging You on an automatic recurring basis for Your current subscription preferences unless You cancel Your subscription at least thirty (30) days prior to the expiration of the subscription.

Nothing about this?

Um, so, if I decide to leave all these screw ups and have sub'd for 3 months, then Zen is going to take my sub anyway, as there is no way to cancel the first sub 30 days "prior" to the expiration because you have to sub before you get the 30 days you purchase with the game!
So we are going to be robbed weather we like it or not.
Me, I'm going to change my sub now from 90 days to 30, at least I can minimize the impact of their theft.

epoling

You can cancel your subscription before it is up. No theft. I love the overblown hyperbole of the internet.

LadyMisti

I, as many of us, bought the game and with the game I was supposed to get 30 days game play. However, I am not getting that 30 days unless I give a credit card and sign up for a subscription. Is this not false advertisement? I can't log into the account and play it because I don't know if I like the game well enough to subscribe. I was relying on the 30 days to make that decision.

fatemaker80b16_ESO

it has been 10 days since they held my $14.99 and still havent gotten it back, this is getting kinda stupid

Kharnis

waazup wrote: »

Lina wrote: »

If You have subscribed for an automatic subscription renewal, You agree that ZEL may continue charging You on an automatic recurring basis for Your current subscription preferences unless You cancel Your subscription at least thirty (30) days prior to the expiration of the subscription.

Nothing about this?

Um, so, if I decide to leave all these screw ups and have sub'd for 3 months, then Zen is going to take my sub anyway, as there is no way to cancel the first sub 30 days "prior" to the expiration because you have to sub before you get the 30 days you purchase with the game!
So we are going to be robbed weather we like it or not.
Me, I'm going to change my sub now from 90 days to 30, at least I can minimize the impact of their theft.

Okay, I keep seeing this, but the reality is, no; Zenimax will not take your money anyways if you decide to cancel your sub. This "you must give 30 days' notice prior to cancelling a sub" is a standard clause in every subscription game. There hasn't been a single one who has enforced it, however, and the reason is obvious:

It would be the height of stupidity to do so (from a PR point of view), and it would be unenforceable in any event. All you would have to do is pull the money from any pre-paid option (such as pre-paid credit cards, or Paypal), or you call your bank to tell them not to authorise any transaction from Zenimax.

Sojan

So, how many people actually read the terms of agreement and the billing options when they subscribed; or did many people just click "Agree" to get through the process so they could play the game?

I am only asking because, I understood full well what was going to be happening to my credit card when I selected my subscription method when I registered. Nothing caugt me by surprise and I am still playing on my 30 days free trial as per the agreement.

Too many people do not read the "legal" documents put in front of them to sign. Trust nothing, question everything and for Gods sake, read. I guess if there Zeni had produced a YouTube video you all would have watched it.

This non-sense is just ridiculous.

vinnie911

All you idiots agreeing with the *** ZOS pulled up, and keep bringing up the fact that ESO is subscription based, you got your heads stuck up your asses so deep you fail to see the big picture.
We paid for the game and the 30 free days INCLUDED, in these 30 days we PAID for, i for one get to decide whether i will continue playing the game or not when time runs out.
But no ... they had to put a lock on 1 month worth of sub ....

Fransiscus

Yes i am one of those paysafecard people and yes you let me pay an extra 30 days when i bought the imperial ed online in your store. I paid with an paysafecard because we europeans dont believe in creditcards thats how the whole crisis started in usa. Now me and alot of friends are screwed over if you take out the paysafe option. Im even a bigger fool now ,the last days im doing your work assuring people it will come good. And telling people without creditcards how to(look in my chatlogs on forum) get the game and subscription with an paysafecard and now you are making me look bad by taking those options away and how the hell am i now supposed
to pay for my sub if my playtime is done !!!!!!!!!!!!!!!!!!!!!!!!!!! This is an nightmare please somebody wake me up, isstn there any legal way to get our rights??? this is going out of proportion

turjakeb_17ESO

Lets just make clear, that I dont have problem with them asking for credit card details before the game account activates. The problem is in the "authorization charge" - thing, that got reserved from my debit card. Other problem is that it was the full amount, not some minor 1€ or whatever. I am really happy I did not sign for 3 or 6 months. So far, in plenty of mmorpg's I have played, I have never had any charges before the actual monthly payments start, so only after the free 30 days my account/card gets billed.

If I had known of this before I did add my card, and if I had known that credit cards act a bit differently than debit cards, I would have used my credit card instead.

Sure, its part of the banks fault, that they are using such a long auto-cancel times for debit cards, but on the other hand it is in no way my fault and there is nothing I can do about it. Zenimax should have experts, who can figure out these kinds of problems and tune their system to ensure minimum impact to the potential customer.

Fransiscus

Hahahaha i love it how you say i could mail and the extra 30 days will be refunded hahahaha i paid with paysafe to be sure nobody gets my bankdetails how are you gonna give it back then??????? By me giving you bankdetails and how without an paysafe option would i get new subs ????????? Can you tell us how long paysafe will be gone???????

Fransiscus

I find it also very dissapointing that reactions from eso take ages..... i dont get paid for reading these problems and i have read them all in a very short time so why cant you ?????? Dont we pay you enough?

Fransiscus

So? When is paysafe comming back?? Reaction please????

Fransiscus

And still it remains silent.........

Fransiscus

Je parle francais, ich spreche auch deutsch en nederlands and i speak english is there anybody on your team going to react or do i have to post in german??? Or french ? To finally get an answer????

Fransiscus

Or give me a paid forumjob so that these people finally get answers

Fransiscus

epoling wrote: »

You can cancel your subscription before it is up. No theft. I love the overblown hyperbole of the internet.

And anotherone that didnt read between the lines....... you have to cancel 30 days in front sooooooo no cancelling before its up........ you already played few days before you notice the *** what happens so you cant cancel in time ergo your sub is a gonner

vangelis866eb17_ESO

Sojan wrote: »

So, how many people actually read the terms of agreement and the billing options when they subscribed; or did many people just click "Agree" to get through the process so they could play the game?

I am only asking because, I understood full well what was going to be happening to my credit card when I selected my subscription method when I registered. Nothing caugt me by surprise and I am still playing on my 30 days free trial as per the agreement.

Too many people do not read the "legal" documents put in front of them to sign. Trust nothing, question everything and for Gods sake, read. I guess if there Zeni had produced a YouTube video you all would have watched it.

This non-sense is just ridiculous.

And again, it took only 2 pages for the same argument to emerge. I ve bought the game. Played the first week. After that I went to set up a sub plan as ToS stated. I chose a valid plan with a valid payment method as ToS stated. I couldnt enter the game. Want me to draw a picture? Only thing the ToS said was set up a valid subscription plan and no charge will be made before 30 days. There were no clear info for people that wanted to pay with game cards or with means that would made the funds for the 2nd month not possible to return. If they were clear about it from start they would be under no obligation to return the funds now or give access to people with insufficient funds in their CC.

Fransiscus wrote: »

epoling wrote: »

You can cancel your subscription before it is up. No theft. I love the overblown hyperbole of the internet.

And anotherone that didnt read between the lines....... you have to cancel 30 days in front sooooooo no cancelling before its up........ you already played few days before you notice the *** what happens so you cant cancel in time ergo your sub is a gonner

Yes that was in ToS but as the official statement mentions, you can cancel your sub any time you want before the 30days of game time expires. And as other people said, not everything that is in ToS can be enforced.

BlackguardBob

I was taken by surprise when on (re-scheduled) launch day I could not continue playing TESO until I committed my finances, my time & being forced into a decision making process I thought I had a further 30 days to evaluate before I could resume play.

I had purchased the Imperial Edition on 29 Jan and was billed for this on my credit card about 3 days later. Which means that ZOS got the full benefit of my payment until I could access the game on 30 March. I agreed to this so no complaint. I don't have any adverse comment to make about the cost of sub charges for further game play.

My complaint is that when I pay £70 for a game which lasts 30 (+5 EA time) days of continuous play, I am logged out for 90 minutes in a queue which gave me 20 minutes to make up my mind about whether or not to;

a) continue with this game beyond the time already paid for,

b) commit to a subscription NOW or be permanently logged out on launch day

I planned on using the 30 days already paid for back in January to play TESO until early May and THEN decide;

a) IF I wanted to continue this game and,

b) How much I wanted to pay and for how long.

This decision was taken from me at the point of a gun at my head. I understand the need for projecting marketing policies for future business needs on ZOS part, but to play *** Turpin on launch day and hold me to ransom was an unexpected disappointment and an unnecessarily cruel practice on someone already committed to paying money up front and now being told to decide to pay more or stop playing.

Ok, so I reluctantly agreed to all this, submitted my cc detail, personal info just so I could continue playing that which I had already paid for. I accessed my account and cancelled all this. It was easy to do. But really! 90 minutes locked out of TESO on launch day when I already paid £70 in advance on 29 Jan and now you want me to commit my future plans I thought I had time to dwell on!

IF I decide to continue playing TESO after the initial 30 days, I will happily hand over my cash to you with a smile. As a long time fan of the ES series I want to see TESO succeed and play in a happy environment.

But I will make that decision on the 29th day so that I will have had the best time to maximize my experience with TESO & be better informed from personal enjoyment based on my playtime and not on hate posts in the forums and elsewhere.

You're doing good things ZOS, just maybe going the wrong way about it at times.

xondk

closing in one two weeks, still holding the money despite clearly stating on the receipt that they will not do so and despite having cancelled the subscription shortly after making it.

According to bank, unless they contact them the bank cannot legally release the money, the only thing we really can do is complain to the various organisations your country has that handles this, and start a fraud case with your bank, though they admit its iffy since they aren't 'charging' your case, so process will likely be long...

blackevil86

i contacted customer support to get refunded for the game i bought with PaySafeCard(digital in preorder), since i can not and now even don't want to play it because my only option was PaySafeCard and in 5 *** days, no notice of when it will be available again. i clearly stated that i don't have a CC or paypal and this is part of the reply i got:

If you don't mind, can you please provide the following information, so I may verify your account:
First/Last name
Email
User ID
Secret question
Last four digits of your CC# or Transaction ID (PayPal)
Complete game time code.

my guess is that they took a collective vacation with OUR money, since nothing is being done to keep the situation under control.

george.smithb16_ESO

This "official statement" is actually quite offensive.

We're sorry you were too stupid to understand our terms, so we are going to look at refunds, despite the fact that it's not our fault, and you our customer, are the idiot.

Sigh... guys, seriously... just do what I did and cancel your subscription today. You can still play out your 30 days that came with the game.

Zenimax makes it obvious that the only way they will learn anything about customer service is if enough us leave that it forces them to re-evaluate their practices.

Cogo

Good post by the company. Should settle things with those who "did not know" about paying for a game they paid money for.

If someones plan was to order the game, don't pay for it while they play then quit after 30 days trial is ended......then don't let the door hit you in your *** on your way out!

I think things worked out MUCH MORE then I could imagine from a new released game with new features (read code).

blackevil86

Cogo wrote: »

I think things worked out MUCH MORE then I could imagine from a new released game with new features (read code).

clearly you haven't seen much launches...

vangelis866eb17_ESO

since you read it can you tell us what it said oh great and mature customer?

datbunneh

My Official Statement on Payment Methods

Dear ZoS, I have to inform you very clearly in order to avoid any sort of confusion. It's required for me to consume the whole 30day prepaid period before I can set up the subscription plan. So in order to get any further payments from me you need to activate my account manually or provide me with the button so I could activate it by myself without setting any subscription plans. But please don't do it yet, I want to hold on this game for a couple of months before you fix all the major bugs and make this game playable for me. Thank you for using my services!