A little disappointed in Zenimax

Mark0p0l0 · May 2015

I have the PC version and wanted the Xbox one version. I have been a paying subscriber since May last year. Thing is I have had a family tragedy the past few months and have been out of the loop so to speak. My mum was diagnosed with terminal cancer. So I missed on the opportunity to get the Xbox version for the discounted rate of £12:99. As it was only available fir one month. This was available for all who have been active paying subscribers from June last year( I don't even remember receiving an email informing me of the discount ) . I contacted customer support explaining the situation and they said it was now too late to take advantage of the offer and must pay the full price for my xbox one copy.

A bit disappointed there. It was an opportunity to show good customer relations to a loyal paying customer and they blew it.

Amsel_McKay · May 2015

Mark0p0l0 wrote: »

I have the PC version and wanted the Xbox one version. I have been a paying subscriber since May last year. Thing is I have had a family tragedy the past few months and have been out of the loop so to speak. My mum was diagnosed with terminal cancer. So I missed on the opportunity to get the Xbox version for the discounted rate of £12:99. This was available for all active paying subscribers from June last year( I don't even remember receiving an email informing me of the discount ) . I contacted customer support explaining the situation and they said it was now too late to take advantage of the offer and must pay the full price for my xbox one copy.

A bit disappointed there. It was an opportunity to show good customer relations to a loyal paying customer and they blew it.

I love Bethesda... now Zenimax... that is a different story.

AhPook_Is_Here · May 2015

It will go on sale for less than that in a few months, no point in rushing in if you are upset.

Mark0p0l0 · May 2015

Amsel_McKay wrote: »

Mark0p0l0 wrote: »

I have the PC version and wanted the Xbox one version. I have been a paying subscriber since May last year. Thing is I have had a family tragedy the past few months and have been out of the loop so to speak. My mum was diagnosed with terminal cancer. So I missed on the opportunity to get the Xbox version for the discounted rate of £12:99. This was available for all active paying subscribers from June last year( I don't even remember receiving an email informing me of the discount ) . I contacted customer support explaining the situation and they said it was now too late to take advantage of the offer and must pay the full price for my xbox one copy.

A bit disappointed there. It was an opportunity to show good customer relations to a loyal paying customer and they blew it.

I love Bethesda... now Zenimax... that is a different story.

Sorry you are right ... have edited original post to reflect

Paulington · May 2015

Honestly it's a bit of a pain.

I was going to buy ESO at release for PS4, then when I found out it was being delayed I thought well, probably be out in a few months, maybe six at the most, so I will just wait. September rolled around around five months post-launch and I gave up and bought it for PC despite wanting it for console.

Now, BECAUSE of that, I wasn't eligible to transfer to console! Never mind I originally wanted it for console and that I planned to buy it at release but because I didn't go out and instantly buy it for PC instead I am somehow not worthy of a transfer because I didn't create my PC account before some arbitrary date (6th of June, I believe).

It really feels like a kick in the teeth from Zenimax and to top it all off, they let me beta test it! Seems it's fine for me to beta test for them and give them things but when I just want the game I originally wanted with the characters I now have I can't have it because they say I've not been playing the game long enough.

It should have just been a transfer for all people with current active accounts on June 1st (transfer date) who have purchased the transfer. Or at the very least let those of us not special enough to get the discount buy the game at full retail price and include a copy from PC with it.

This is the only reason I am not buying this game on PS4, I do not want to start all over again. If they offer a copy to everyone so that I can use it I would buy it in a heartbeat.

SeñorCinco · May 2015

Condolences are extended for your family. Alas, I'm afraid that missed dates share no relevance to reason.

Personal issues are indeed why one would miss a deadline. Things happen that are beyond our control. Nonetheless, they are still deadlines and are implemented for reasons that may not be known or understood.

On a side note... Bethesda doesn't have much, if anything, to do with these cases, as they are the publishers while ZOS is the developer.

cmetzger93 · May 2015

Mark0p0l0 wrote: »

A bit disappointed there. It was an opportunity to show good customer relations to a loyal paying customer and they blew it.

My sympathies for your family. It is unfortunate that Zenimax has chosen to act this way in light of your circumstances.

Psychobunni · May 2015

It is sad, but if ZOS opens the door for one, they must for all. This particular scenario doesn't make ZOS a bad company, simply a fair one.

IMO, they should offer transfers for a smaller fee than cover price again....6 months or so after console launch to ensure there isn't too much of an imbalance between players. But that's a diff matter.

Mark0p0l0 · May 2015

SeñorCinco wrote: »

Condolences are extended for your family. Alas, I'm afraid that missed dates share no relevance to reason.

Personal issues are indeed a reason why one would miss a deadline date. Things happen that are beyond our control. Nonetheless, they are still deadlines and are implemented for reasons that may not be known or understood.

On a side note... Bethesda doesn't have much, if anything, to do with these cases, as they are the publishers while ZOS is the developer.

I have amended the post to reflect Zenimax not Bethesda.

In regards to deadlines ... I do know about those. I work for a national newspaper company and have to work to deadlines constantly. But we try to work around this when the reason for missed deadlines are good enough or sound. Failing that we try to o offer something else as a compromise or compensation. Zenimax may have had that deadline perhaps to ensure character transfers went smoothly and in a timely fashion for the console release. Fine I missed out on character transfers. Would it have been impossible to offer me a discounted copy or perhaps the character transfer deal...just at a later date when the console launch had died down a little?. But to just come back with "sorry too late" is poor customer relations no matter how you want to justify it.

NewBlacksmurf · May 2015

Maybe they could do something where ppl who missed the deadline who buy the console game still get an account copy?

Seems reasonable...right

cmetzger93 · May 2015

I am in concurrence with the OP that Zenimax customer support should have handled the situation better than they did.

cmetzger93 · May 2015

However I should note that neither myself nor the OP stated that Zenimax was a bad company.

Mark0p0l0 · May 2015

Psychobunni wrote: »

It is sad, but if ZOS opens the door for one, they must for all. This particular scenario doesn't make ZOS a bad company, simply a fair one.

IMO, they should offer transfers for a smaller fee than cover price again....6 months or so after console launch to ensure there isn't too much of an imbalance between players. But that's a diff matter.

Sorry but I simply do not agree with this. Most people who have missed will simply not bother..shrug their shoulders and leave it be. Others like myself who felt they have a valid and justified reason should be judged by circumstances individually. I believe that is a function of customer support. How can making me pay three times the amount and not the amount I was entitled to be considered a fair action? I did not miss the offer because of carelessness, laziness or ineptitude. Apart from missing the offer I met the criteria for the discount.

The attitude of we dare not open the floodgates is an apathetic one that shows a company do not value the individual customer at all.

My department at work plans over three hundred newspaper titles a week, handling tens of thousands of ads. Of c course we cannot go back and plan all the adverts that miss booking deadlines. But nor do we turn everyone down point blank. If the reason is valid we do our best. Failing that provisions are in place to provide alternatives.

I am not saying Zenimax is a bad company. Just that I am disappointed and it was a missed opportunity for a company to go that extra mile for a paying customer who missed an offer through no fault of my own

I should point out that the reply from customer services was not rude. They offered condolences but the rest of the post simply translated as me missing the boat so nothing could be done as it was a limited offer that ran for only one month between the dates stated at the time of the offer.

SeñorCinco · May 2015

Mark0p0l0 wrote: »

But to just come back with "sorry too late" is poor customer relations no matter how you want to justify it.

Don't get me wrong. I completely agree with the lack of resolve towards the customer. It is quite frustrating when a patron feels short handed. However, I have come to the realization that similar scenarios tend to exhaust with little to no compromise.

... it is what it is.

rynth · May 2015

What else are they supposed to say? You missed the dead line, I mean I'm sorry for rl problems and tragidy but.... This is a business and they have to treat everyone the same. If they didn't there in sure they would have a flood of people with rl issues happening not to take away from yours.

Yolokin_Swagonborn · May 2015

I missed the deadline because I got really drunk with my mates at the pub. Challenged a few of them to a race back to my flat where the afterparty was supposed to be held. However, the fastest way back was though the alley, over two fences and in though the car park. They didn't know that but I did. My grand plan was to make it back way before them and sit on my couch passed out pretending I was there the whole time. Sounded like a hilarious and awesome plan to myself at the time so I started off at a breakneck pace in the opposite direction that they were going.

I scaled the first fence with no problem, it was just a plain wooden fence and there was a half height concrete wall/planter thing to the right side of it. Second fence was a bit of an issue, it was metal with those pointy spikey things on top. This took the longest but there was a section by the automatic gate that had less spikey things, and there were cross beams. I had scaled this sober before so I managed it without impaling myself.

I was on the home stretch now, only one unmanned car park entrance with one of those striped white and red guard rails like they have on train tracks. It was then that I heard the heavy footfalls behind me. One of my friends, Jason, had apparently followed me instead of the rest of the crowd. Clever girl. I break into a full on sprint trying to maintain my lead but Jason closes on me easily, zips past me, and starts to work his way around the guard rail. The only wait to beat him was to pretend that guard rail was the finish line. It looked like it was made out of pressboard and tape. Flimsy enough. I ran at it head on and YOLO into it. It wasn't pressboard. The darned thing was encased in fiberglass! It flexed at first then snapped in half with the part that was still attached to the articulating arm jabbing its way into my side between my lower two ribs. I scream like a little girl and roll away from it and stumble back to my place leaving a trail of blood and a piece of fiberglass stuck in my ribs.

Spent the rest of the night in the emergency room with a great story to tell but I completely forgot to buy a console port for my ESO character the next day and it was removed from the online store by the time I got back from the hospital.

I would also like an extension ZOS. Love you guys!

P.S. If you could also remove the cooldown on toppling charge I'd be double stoked.

BigM · May 2015

Hate to say it but no one is special when it comes to deadlines. Sure you feel let down but they can't and shouldn't open it up to you or any one else no matter the circumstances. You say your mom died from cancer and am sorry she did it really isn't a good way to go and I feel sorry for her and you. But people say a lot of things on the internet and am sure ZoS isn't going to ask you for proof of this but they would need to if they even thought of doing it. Which is exactly why they won't. Sad part if they do it for you then the Pandora's box is open and it won't be pretty.

I'm pretty sure they will add something to the crown store where you can pay to have the transfer so be patient and wait to see what happens after release. Heck wouldn't surprise me if they aren't already working on putting something up on crown store.

Epona222 · May 2015

I don't own a console, but I feel anyone who already paid upwards of $70 for the PC version should be able at any time to switch over for an admin fee, and $20 would seem fair for that.

Qyrk · May 2015

Mark0p0l0 wrote: »

A bit disappointed there. It was an opportunity to show good customer relations to a loyal paying customer and they blew it.

Yeah it was an opportunity, but are they required to give you an extension or an exception to the rule? No. It is a fair answer, and as much as it would be nice to accommodate their loyal paying customers, they are not obligated to make an exception just because a personal reason is involved. I work in the customer relations industry, and sometimes from a business point of view, we can't always give concessions to everyone; most of the time, we must be firm, indifferent and fair for everyone.

If you missed a deadline, you missed it. That's what deadlines are for.

Psychobunni · May 2015

Mark0p0l0 wrote: »

Psychobunni wrote: »

It is sad, but if ZOS opens the door for one, they must for all. This particular scenario doesn't make ZOS a bad company, simply a fair one.

IMO, they should offer transfers for a smaller fee than cover price again....6 months or so after console launch to ensure there isn't too much of an imbalance between players. But that's a diff matter.

Sorry but I simply do not agree with this. Most people who have missed will simply not bother..shrug their shoulders and leave it be. Others like myself who felt they have a valid and justified reason should be judged by circumstances individually.

And they do it, and the next 30, 100, however many players that contact them with a sad story? Someone else posted they were stationed away from home in military service and didn't get the opportunity....and ZOS gave them the same answer they gave you.

It's not to take away from your circumstances, but they have to be fair. It sucks, and if your story is true, I am genuinely sorry that real life got in the way, but it can't be helped without having effect elsewhere. Literally any step they took to accomodate would be expected and/or exploited by others.

Exstazik · May 2015

i'm dissapointed because ZOS add this.Want play on console?Go and play from lvl 1.

onemook · May 2015

A little disappointed?... That's an understatement.

I upgraded my PC and bought ESO at release to prep for the console launch. When they announced the delay, their apology was anyone who bought the PC version before June 30th, 2014 will be eligible for the transfer. Period. There was no date range of 4/9/15 to 5/9/15. There was no full moon on a Thursday with rain. And why was there no date range... Let's face it, ZoS didn't even have the slightest clue when the game will be ready.

Now that the launch is finally near... What's their thank you to us for waiting... If you pay attention to social media and news feeds or check your spam and email... You may appreciate their generosity by giving us one month to accept their offer. And if you miss it.. Oh Well.

What a damn insult!

Rook_Master · May 2015

The entitlement in these sort of threads is really baffling.

Zenimax generously offered you a month-long promotion and you let the time lapse. Get over it. This isn't a retail store where you get to throw a tantrum and the manager gives you the item for free.

Milktray · May 2015

cmetzger93 wrote: »

Mark0p0l0 wrote: »

A bit disappointed there. It was an opportunity to show good customer relations to a loyal paying customer and they blew it.

My sympathies for your family. It is unfortunate that Zenimax has chosen to act this way in light of your circumstances.

Why?

At the same time my step dad had cancer, MacMillan were giving out incorrect info and i was looking up things for them, my life was jumbled and I STILL managed to read an email, load up and do the transfer in 30 days.

Condolences but sorry such things aren't any longer reasons that can cover missing a 1 month long window for sparing 10 mins

Raash · May 2015

Sorry for being cynical but I have a hard time believing any company would accept that a customer could come many weeks after a discount drive has ended and asking to buy the product/service for the lower price - and get it.

Would guess the real issue here is greed and bitterness over a missed opportunity.

John_Lassiter · May 2015

@Raash - a lot of the bitterness is from players who have been here since closed Beta may have taken a break from the game for a couple months and never heard a damn think about the console port dates. Despite them regularly sending me emails asking me to come back, they couldn't send one to give us a heads up that the port was Here.

You can tell how poorly they advertised it by how many people had no clue it was happening.

Raash · May 2015

John_Lassiter wrote: »

@Raash - a lot of the bitterness is from players who have been here since closed Beta may have taken a break from the game for a couple months and never heard a damn think about the console port dates. Despite them regularly sending me emails asking me to come back, they couldn't send one to give us a heads up that the port was Here.

You can tell how poorly they advertised it by how many people had no clue it was happening.

No wonder you missed it if you guys did not even play the game...
But your right, they could have phoned you or sent Mat Firor down knocking doors & handing out handwritten memos I guess.

onemook · May 2015

Rook_Master wrote: »

The entitlement in these sort of threads is really baffling.

Zenimax generously offered you a month-long promotion and you let the time lapse. Get over it. This isn't a retail store where you get to throw a tantrum and the manager gives you the item for free.

Nice and mature response on a debate.

NewBlacksmurf · May 2015

John_Lassiter wrote: »

@Raash - a lot of the bitterness is from players who have been here since closed Beta may have taken a break from the game for a couple months and never heard a damn think about the console port dates. Despite them regularly sending me emails asking me to come back, they couldn't send one to give us a heads up that the port was Here.

You can tell how poorly they advertised it by how many people had no clue it was happening.

It wasn't advertised poorly but rather the folks who missed out were not looking for the offer. Ppl made incorrect assumptions is all and assumed wrong. It's the same wrong assumptions PPP made about console BeTa by not signing up last year prior to them closing the offer and communicating it would not be re-opened.

In March the game was made free on PC and there were many posts about it, Zenimax put info out on all major social media sites, sent emails to each person who qualified and talked about it on Twich Live and the forums.

Not to be over the top but there was literally nothing else that could have been done to advertise an offer that ended in 2014 and was only available to a select few.

They didn't cause mass hysteria and no different than any other offer they've had, they used all the same channels of communication.

Ppl yelled when they did ingame adds so it's our own faults if we missed the offer not Zenimax's.

onemook · May 2015

We want what ZoS originally stated and promised as their apology... Anyone who purchased and signed up before June 30th, 2014 will be allowed to transfer the account. Period.

NewBlacksmurf · May 2015

onemook wrote: »

We want what ZoS originally stated and promised as their apology... Anyone who purchased and signed up before June 30th, 2014 will be allowed to transfer the account. Period.

They didn't promise that you would be allowed, they promised you would be "offered a chance"

The email:

You are eligible for The Elder Scrolls® Online: Tamriel Unlimited™ for Console with account copy. You will find it on sale for pre-purchase for $20.00 at account.elderscrollsonline.com/store when logged in using your eligible The Elder Scrolls Online account on April 9, 2015.

This special offer to pre-purchase a digital copy of an Xbox One and/or PlayStation 4 version of the game, will only be available on the store for 30 (thirty) days. After the 30-day period, you will no longer be able to purchase this special digital copy of The Elder Scrolls Online: Tamriel Unlimited for console or copy your PC/Mac account to console in any other way.

Please note that if you take part in this offer, your character and account details will not be copied immediately upon pre-purchasing The Elder Scrolls Online: Tamriel Unlimited for Console with account copy. Keep an eye on your email for more information on the account copy process as well as your digital game code. For more information on eligibility requirements, transfer restrictions, and redemption instructions please visit help.elderscrollsonline.com.

The Elder Scrolls Online: Tamriel Unlimited on the PlayStation 4 and Xbox One will launch worldwide on June 9th, and we can’t wait to see you in Tamriel!

- The Elder Scrolls Online Team