loyalty reward.... wait another month?

kungmoo79ub17_ESO · November 2014

so as the post said if we didnt get our sphere pet by the 18th to submit a ticket... i didnt get mine and i did so.. only to be told to wait another month because i didnt get my last one out of my mail till sept 30th.

so as a thank you for actually sticking with the game through all the bugs, crashes, exploits etc.. i get a nice hearty slap in the face cause i didnt want to waste an inventory slot on the last pet.

thanks

Response By Email (Taryn) (11/18/2014 01:40 PM)
Greetings

Thank you for contacting The Elder Scrolls Online team. I took a look at your account and it seems that you did not get your 3 month Ice Wraith pet until 9/30/14. The 6 month pet will come roughly 3 months after this first pet was delivered. So, you should expect the Dwemer sphere to be delivered sometime in December.

I apologize for the frustration of needing to wait a little bit longer, but your next reward is coming! Thank you so much for your patience and understanding.
Warm Regards,
Taryn
The Elder Scrolls Online Team

11/20/2013 [beta_group_85b_9]
2/11/2014 Digital Imperial Edition $79.99 $79.99
5/2/2014 5 Days Game Time
5/14/2014 30 Day Subscription$14.99 $14.99
6/13/2014 30 Day Subscription$14.99 $14.99
7/13/2014 30 Day Subscription$14.99 $14.99
8/12/2014 30 Day Subscription$14.99 $14.99
9/11/2014 30 Day Subscription$14.99 $14.99
9/30/2014 High Hrothgar Wraith
10/11/2014 30 Day Subscription$14.99 $14.99
11/10/2014 30 Day Subscription$14.99 $14.99

Samadhi · November 2014

Bought Early Access.
Logged on the first day of Early Access, about 10 minutes after servers went live.
Have played continually since then, never been banned or gone inactive.
Received my Ice Wraith on the first day of 3 month loyalty rewards, in the first few send-outs.

Reply from CS says that my account has not yet been active for 180 days.
Gave me no time frame as to when to expect my pet.

Not even all that interested in the pet anymore, just not clear on why my account is not being properly recognized by the loyalty system.

C'est la vie.

Evergnar · November 2014

Wow. That is just silly stupid. I wonder if that is why I haven't gotten mine.

ZOS_GaryA · November 2014

Hey there folks,

Here are the eligibility criteria for the loyalty pets:

You currently have an active subscription (and are not currently banned)
You have been subscribed for 180 days, non-consecutive, as of 11/7 (this does not count the free 30 days or any compensatory time

@kungmoo79ub17_ESO, would you mind posting the incident number for your customer support contact? We'll be happy to look into this a bit further for you.

EDIT: We have also moved this thread to the Customer Support section as it is more fitting to the topic. Thanks for your understanding!

kungmoo79ub17_ESO · November 2014

# 141117-001545

account has been open and paid every single day since the first day of early access, never banned, few periods where i didnt play, but the account WAS open and paid for

not sure why it logged in my old beta account when i came to forums this time... astal360b14_ESO is my active account

kungmoo · November 2014

odd for some reason it logged in my old beta account instead of my live account on the forums, this is kungmoo79ub17_ESO

ZOS_GaryA · November 2014

Taking a look now. We'll get back with you once we have more info!

AaronMB · November 2014

Their answer doesn't make sense. Didn't Zeni send the first loyalty pet in September? If we have to wait three months, then none of us should have them yet, right?

I got my Wraith on September 30 as well and my account has been paying and in good-form since April - no Dwemer Sphere...

KriHavok · November 2014

I also got my High Hrothgar Wraith pet on the 9/30/2014, because that's when it was released...

If ZoS are going by this method of 3 months after getting the High Hrothgar pet then surely no-one should have the dwemer sphere pet until Decemeber?

I am also waiting for my dwemer sphere pet despite having completed a 180 day subscription which is now recurring since launch. So I'm pretty much having the same issue as the original poster. @ZoS_GaryA, can you please sort this out because it's flawed if people who have been here since launch aren't getting their pets?

ZOS_GaryA · November 2014

Hey there!

We're currently sorting this out with the OP's account. The information I posted above contains the only criteria necessary for receiving the loyalty pet (except I forgot to add that you need an open slot in the bank, sorry!). You do not need to loot your previous pet to reset the timer.

If you believe you are eligible for the pet and have not yet received it, we encourage you to contact Customer Support to see what's going on. Thanks for your patience!

eventide03b14a_ESO · November 2014

Is this why I haven't gotten mine either?

Chazrp · November 2014

Support staff, why do you waste your time with stupid issues with pets when there are much bigger issues to be taken care of??

Exitstrategie · November 2014

Probably because sending out a pet as a solution is easier then to respond to other problems whioch dont have a solution

@ZOS_GaryA‌
why does compensatory time make the wait longer?
i got 8 days compensatory time because i simply could not play the game because of the guild bug that plagued a lot of players in summer.

i am a subscriber from release day on, paid every month and now i am being punished because i got compensatory time for not being able to log in and play.

sorry, but this sucks big time!

ZOS_GaryA · November 2014

Hey there folks,

We went ahead and took a further look into this and we have some additional information on the loyalty pets that may explain why some of them are MIA.

There are a few things that could have caused this issue, such as the date you activated your game code, if there was a lapse in your subscription, or if 6 months of subscription time was not completely consumed by November 7th, 2014. Some players may have received the pet earlier due to activating the game during Early Access or prior to the release of the game.

As individual questions related to this issue will require a look into your subscription history, which we're unable to do on the forums, we ask that you submit a ticket to customer support to see what happened. Thank you very much for your patience!

KriHavok · November 2014

"We observe that your first recurring subscription for 180 days indeed started in May 2014 and ended in November 2014 and once that is reached you then become eligible for the Dwemer pet. However it is not given immediately upon reaching the end date. You will not receive this item until the following month in December 2014. We do apologize for any inconvenience however rest assured, your pet will reach you in short order." - Costumer Support

I suppose that most people will be getting it in December then.

kungmoo · November 2014

thank you @ZOS_GaryA for taking the time to look into this for me!

Unknown_poster · November 2014

.

ZOS_GaryA · November 2014

Hey there @Unknown_poster,

Everyone who was subscribed during this time received the 5 days of compensation for the unexpected maintenance period. If you feel that you are eligible for the Dwemer Sphere pet, we ask that you contact Customer Support to receive a more in-depth look at why your pet has not yet arrived.

Unknown_poster · November 2014

.

Gilvoth · November 2014

Unknown_poster wrote: »

Was in Beta, got the monkey to prove it. Pre-ordered in August 2013, had early access, have used game cards to renew. Account has never dropped being active. Have 100 free bank slots currently. And no dwemer sphere. If the free 5 days that you felt you needed to gift me because of previous bad service has caused me to wait a month to reward me for my "loyalty" has caused this, then you really need to start looking again at how messed up account tracking is. Last time your policy of double dipping on credit cards had near a hundred dollars held up on my card for 90 days. Customer services solution. Don't use a credit card, use game cards. Have got to love the one hand doesn't know what the other is doing that you call rewarding constant customers.

oh trust me, they know full well what thier doing.
this is thier game and thier playing it in god mode.

Gilvoth · November 2014

ZOS_GaryA wrote: »

Hey there @Unknown_poster,

Everyone who was subscribed during this time received the 5 days of compensation for the unexpected maintenance period. If you feel that you are eligible for the Dwemer Sphere pet, we ask that you contact Customer Support to receive a more in-depth look at why your pet has not yet arrived.

what is your supervisor's name?
what is the name of your boss? i need to speak with him / her directly so please tell me thier name or email contact.

Eldartar · November 2014

Hello,

As you can see I have been a fully subscribed player since 15/04/14, Early Access since 25/02/14 had many 'compensation' days through NO fault of my own and received/opened my 3 month 'Loyalty Pet' on the 30/09/14 (like EVERYONE else) so as it reads I am eligible for the 6 month 'Loyalty Pet'. the focus being on the phrase '6 MONTH' ..... You have taken £8.99 out of my account on 7 occasions .... 7! not 5 or 6 but 7 so I have kept to the script of subscribing for 6 months!! I STILL DO NOT HAVE MY SPHERE PET can you tell me why Zos?

— 2/25/2014 5 days early access
— 2/25/2014 Beta Access
— 4/4/2014 Standard Edition
— 4/4/2014 Imperial Pack
— 4/4/2014 Explorer's Pack
— 5/2/2014 5 Days Game Time
— 5/10/2014 5 Days Game Time
5/15/2014 30 Day Subscription £8.99GBP
6/14/2014 30 Day Subscription £8.99GBP
7/14/2014 30 Day Subscription £8.99GBP
— 8/7/2014 3 Day Compensatory Time
— 8/7/2014 3 Day Compensatory Time
8/19/2014 30 Day Subscription £8.99GBP
9/18/2014 30 Day Subscription £8.99GBP

— 9/30/2014 High Hrothgar Wraith (Opened the same day)
10/18/2014 30 Day Subscription £8.99GBP
11/17/2014 30 Day Subscription £8.99GBP

Will be interesting to see your reply Zos.

KriHavok · November 2014

After they replied saying that it would be December, I asked if they could be more specific, and they said:

"Hello again!

I believe a wave of pets goes out on the 7th and the 30th of the month, but I'm not 100% on that. We don't have exact information, on the scheduling of the pets, but one of these days there will be a big, rusty, metal ball in your email just waiting to take on the world with you!"

jamesharv2005ub17_ESO · November 2014

If you subscribed may 14th then your time wouldnt have been consumed by nov 7th. So youd get it in december.

Kyuumu · November 2014

Okay, this is becoming ridiculously confusing. One moment I see Dev's saying the initial month that came with the game does not count, then I see it given as a possible justification for people not receiving their loyalty pet....... Which one is it? Did it count or not? I'll tell you what, how about we go by how many times I have paid for my account instead of going by the day it was activated. I personally have paid for my account seven times as of this month, I know this because my chase account activity page says so. However, if you want to count it, then I have been playing since 5 day early access, with NO interruptions or bans period. NOW, can someone explain why I was not in the first batch of people to receive the loyalty reward? Not only did I NOT receive mine but I was told by customer service that I may have to wait till December..... really? No questions asked, no rationale given just, "sorry for the inconvenience". No I'm sorry it doesn't make sense, and as a paying customer I feel I deserve a valid explanation.

Exitstrategie · November 2014

totally agree with Kyuumu
Especially as a player and customer from day one (or Day one minus 5 for early access) we should be the first of all to receive this stuff. Regardless how many extra days one got creditzed due to problems from ZOS (fail to login due to technical issues and so on). these compensatory days have been given for a reason.....
Dammit ZOS, just make it easier for all of us and just count how many days / months of subscription have been paid. when it is paid you have the money, no need to check on extra days or whatever. especially since the subs are paid in advance.

Milanna · November 2014

dwemer_paleologist wrote: »

ZOS_GaryA wrote: »

Hey there @Unknown_poster,

Everyone who was subscribed during this time received the 5 days of compensation for the unexpected maintenance period. If you feel that you are eligible for the Dwemer Sphere pet, we ask that you contact Customer Support to receive a more in-depth look at why your pet has not yet arrived.

what is your supervisor's name?
what is the name of your boss? i need to speak with him / her directly so please tell me thier name or email contact.

I can just picture you badgering poor store clerks, demanding to speak to their managers because you think they overprice things.

Eldartar · November 2014

So, basically what you have told me, and others is that due to YOUR mess-ups in the early stages of release that put our subscription back for days (through NO FAULT of our own) and the addition of 'Free' days on our account (YOUR Idea ZOS) we HAVE been punished for your mistakes, even though we have been signed up since day 1.

I find this whole affair a shamed way to treat your loyal subscribers, those that had no issues at launch get their pet when expected, those that had issues and I say again through NO fault of their own get punished for YOUR mistakes again!!

Great way to win friends and influence people ZOS!!!!! (FYI that was sarcasm)

What will you come up with next in the future to add further insult to injury I wonder?

NOT impressed at all.

Thaumic · November 2014

Just to clarify the dates for people. If you have to have 180 days payed time by Nov 7th to recieve the pet in the 1st wave your 1st payment needed to be taken on or before May 11th. The two people who listed their payment info were both after this, like me.

Unfortunately for me mine was on the 12th despite being there since the 1st day of early access. I assume because the physical copy that I preordered (and therefore the game code within) was delivered several days late.

I personally feel there should be a little more leeway in the timing for the 1st wave to take things beyond our control like this or free game time into account. Or better yet, don't do it in waves and instead auto-mail the rewards on a per account basis as soon as they hit the milestone.

All that being said, it is only a pet so I'm not really bothered having to wait an extra month... but who knows what future rewards might be that could be a greater source of displeasure if delayed.

Eldartar · November 2014

Thaumic wrote: »

Just to clarify the dates for people. If you have to have 180 days payed time by Nov 7th to recieve the pet in the 1st wave your 1st payment needed to be taken on or before May 11th. The two people who listed their payment info were both after this, like me.

Unfortunately for me mine was on the 12th despite being there since the 1st day of early access. I assume because the physical copy that I preordered (and therefore the game code within) was delivered several days late.

I personally feel there should be a little more leeway in the timing for the 1st wave to take things beyond our control like this or free game time into account. Or better yet, don't do it in waves and instead auto-mail the rewards on a per account basis as soon as they hit the milestone.

All that being said, it is only a pet so I'm not really bothered having to wait an extra month... but who knows what future rewards might be that could be a greater source of displeasure if delayed.

For me it is the principle of the thing that is bugging me and the 'Jobs Worth' attitude. The whole execution of the rewards system leaves a lot to be desired in my opinion. It is a farce worthy of the best in Comedy awards at the Oscars!!!

Thaumic · November 2014

Eldartar wrote: »

For me it is the principle of the thing that is bugging me and the 'Jobs Worth' attitude. The whole execution of the rewards system leaves a lot to be desired in my opinion. It is a farce worthy of the best in Comedy awards at the Oscars!!!

I agree, it's very silly that, for example, people who purchased on release day are considered more 'loyal' than those of us who pre-ordered and therefore got 5 free days because of the problems during early access.

Free time needs to be counted (especially those 1st 5 days). If anything people who've recieved it are particularly loyal for remaining subbed despite the issues that resulted in getting the time to begin with.