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ESO Plus - not getting monthly crowns (ongoing issue)
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Prof_Bawbag✭✭✭✭✭
✭✭✭As one that used to work for a bank, after giving "reasonable" effort to give a company in question the time to fix an issue, if their response is not satisfactory, you have 60 days from your statement date to file a "fraud" claim with your bank or credit card provider...
3-5+ hours of negotiating is personally not worth my time so let your big negotiating power bank and their employees deal with it.
Only information that should be required, payments from statement and or live payment history + current amount of crowns. Gather that and again let the big dogs duke it out
Tldr: get your billing straight ZOS...
I contacted UK trading standards about it and they told me to get back in touch with them in 12 days from when i contacted them [TS] with proof of purchase, proof of communication (on my behalf), MS digital terms and conditions and any other proof that the company are aware of the issue. They may well wait the 60 days, but when you think about the costs involved per subscriber, it's farcical that we're forced to make a mountain out of a molehill. People who are purchasing ESO+ are regularly putting money into the game and it's a kick in the teeth that our loyalty is being rewarded with a stonewall silence and if that's not enough, when they do bother to respond to our concerns, we're made to do all the leg work.
Would I buy ESO+ again? No, not an f'n chance. Been completely and utterly down-trodden by the whole experience. I'll continue to play the game because I have very little issue with the game itself, but i will not give ZoS a monthly income. I know my £8.99 isn't really relevant in the grand scheme of things, but it makes me feel better knowing that I'm not supporting them.
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Prof_Bawbag✭✭✭✭✭
✭✭✭Sent yet another ticket. Last 2 have went unanswered. I will keep bumping this until I either get A) a response from the support staff or B an official response from someone on here.
Unless their method of dealing with this is to ban me or my account, this isn't going to disappear.Edited by Prof_Bawbag on October 7, 2015 10:36AM0 -
Avalon✭✭✭✭✭Oh, I get answers from the support team, however, they are answers that ask me to prove what they should already know, and then I get to do all the legwork that I shouldn't have to do. Like I said, I pay THEM. Not the other way around. If I hire a plumber to fix a leak or stopped up drain, I would be very upset if they asked me to go get their tools, or to climb under the sink while they tell me how to fix it, or if they said I needed to show proof that I get water from the county... It's ridiculous, and ZOS needs to step up their game and handle this.1 -
OGLezard✭✭✭✭✭
✭I am on PC and lacking some of my crowns from eso+ sooooo who wants to explain this one? I should of had enough to buy orsinium bundle but I only have 1800 crowns......... @ZOS_GinaBruno please pass this on0 -
Resipsa131✭✭✭Microsoft Customer Representative: "I know how you feel bro, I'm a gamer too but its a developer issue you need to contact ZOS."2 -
Prof_Bawbag✭✭✭✭✭
✭✭✭Oh, I get answers from the support team, however, they are answers that ask me to prove what they should already know, and then I get to do all the legwork that I shouldn't have to do. Like I said, I pay THEM. Not the other way around. If I hire a plumber to fix a leak or stopped up drain, I would be very upset if they asked me to go get their tools, or to climb under the sink while they tell me how to fix it, or if they said I needed to show proof that I get water from the county... It's ridiculous, and ZOS needs to step up their game and handle this.
@Avalon Just so I'm clear with this, you send a request using the support section that's located next to the forum option (at the top of the forums), then fill out the appropriate form, with all the details they ask you for underneath the small text box? I just want to be sure as I haven't had any response from anyone since i first sent them something on the 26th September. How long did they take to get back to you? I'm on my 3rd ticket now (3rd one sent today)
Edited by Prof_Bawbag on October 7, 2015 3:26PM0 -
Prof_Bawbag✭✭✭✭✭
✭✭✭Resipsa131 wrote: »Microsoft Customer Representative: "I know how you feel bro, I'm a gamer too but its a developer issue you need to contact ZOS."
It is a ZoS issue. You actually receive the product (the ESO+ buff), it's just most of the content is missing from the actual product. If enough people complained MS would probably remove the option from buying it on their site. I've spoken to ESO+ members in-game and some are missing crowns too. But they've never actually contacted ZoS. They just wait to see if they'll magically appear one day.
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MikeB✭✭✭✭✭Had the same issue, first month on Xbox I got my crowns but the next 2 months I didnt, complained and got no where, still havent got my crowns. The same happened to a friend of mine and we have both, after only 3 months of the game being on console, canceled our ESO+.0
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DaveMoeDee✭✭✭✭✭
✭✭✭I would think that this is a ZOS issue as they write the code that gives you your ESO+ buff and the code that adds crowns when subs are renewed. They must have access to the needed information if people are getting their buffs.0 -
DenMoria✭✭✭✭✭
✭It's not ZoS.
It's MS & PSN.
Many have had the issue.
If you don't have a + membership for either of those networks, good luck 'cause they only listen or care about their plus members and, according to my friends, I'm one of the few who gets action from PS because I've been with them for many years and they know me.
I don't know how MS works since I never bothered with a membership for my xBoxes. I prefer PS.0 -
Avalon✭✭✭✭✭Prof_Bawbag wrote: »Oh, I get answers from the support team, however, they are answers that ask me to prove what they should already know, and then I get to do all the legwork that I shouldn't have to do. Like I said, I pay THEM. Not the other way around. If I hire a plumber to fix a leak or stopped up drain, I would be very upset if they asked me to go get their tools, or to climb under the sink while they tell me how to fix it, or if they said I needed to show proof that I get water from the county... It's ridiculous, and ZOS needs to step up their game and handle this.
@Avalon Just so I'm clear with this, you send a request using the support section that's located next to the forum option (at the top of the forums), then fill out the appropriate form, with all the details they ask you for underneath the small text box? I just want to be sure as I haven't had any response from anyone since i first sent them something on the 26th September. How long did they take to get back to you? I'm on my 3rd ticket now (3rd one sent today)
I use the in-game help/support function... Which is why it boggles me that they ask me to prove I own the game, when I submit the ticket from inside the game.
And no, I've had no problems getting anything and everything through MS before with other games... This is ZOS, and to further prove it, notice it happens not just on MS and PS (which makes it HIGHLY unlikely to be their issue, being unrelated in OS, and everything else)... But it also happens on PC with some regularity... How can it be anyone else's responsibility?? Further, they have to be getting word that the bill is paid, else the ESO Plus buff would lapse, but it stays strong and true, which means they KNOW you paid the bill, but their system isn't awarding crowns.
This needs fixed!0 -
Asherons_Call✭✭✭✭✭
✭Once again guys, zos acknowledged this exact issue in one of their recent live episodes so they're definitely getting this fixed for us. Now if they would acknowledge the console text chat issue the same way I'd be happy. Just want to hear them say yes or no then I'll drop it and stop fussing
for those of you that said they did acknowledge it - send a link and prove it 0 -
Avalon✭✭✭✭✭Yes, but are they going to give anything extra to people who have had to take days and weeks out of their lives just to get what they were supposed to be getting?0
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simdez✭Same problem for me on Xbox. Have been subbed since release and I think have only received 1500 crowns.
Not really good enough.0 -
DenMoria✭✭✭✭✭
✭Funny. I've been a sub since it came out on consoles with 3 separate accounts and never had even one issue getting my crowns.
PSN+ and auto pay and the crowns are there like clockwork every 14th.0 -
Prof_Bawbag✭✭✭✭✭
✭✭✭Same problem for me on Xbox. Have been subbed since release and I think have only received 1500 crowns.
Not really good enough.
When it's (or if it ever gets) fixed they'll have to back date everyone who's not received their crowns. After all, there's some people who have not received what they've been paying for, for many months now. I'm gonna call MS up later or tomorrow and go through this with them. I will get a refund from MS (because they're the retailer in this instance) at least the UK sales of goods act is clear on that part of it. Then the onus is on MS to prove there wasn't an issue, not me or you proving there is. Let them do the running around because I can almost guarantee you, if enough people badger MS about it they'll have no choice but to sort this out whether ZoS drag their heels or not. We're just pieces of *** to ZoS and most very large businesses, wee voices that mean nothing.
Edited by Prof_Bawbag on October 7, 2015 4:51PM0 -
simdez✭I just think this would be a perfect opportunity for someone at ZOS to say look guys we are aware of the issue and we are doing this this and this to resolve it. Is that asking for much. Whichever way you look at it we are paying money every month and not receiving a large part of what was promised.0
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Defilted✭✭✭✭✭
✭Being that I have gone through this myself. Though not convenient the issue is easily resolved.
1. Got to Microsoft or whatever PSN has and screen shot the fact you are billed in the month you are missing crowns.
2. Make sure to include user name
3. Open ticket and send screen shot as an attachment
4. Email once per day for a update. I got a turnaround in 3 days after they had the correct info.
Yes it is annoying, but it is handled well by ESO once the ticket is opened. They will get the overall issue resolved at some point.Edited by Defilted on October 7, 2015 4:53PMXBOX NA
XBOX Series X
#NightmareBear0 -
Defilted✭✭✭✭✭
✭I would also say that there are a lot of situations in life that are less than perfect and requires extra effort on your part to get the desired result. Software is no different and sometimes requires a little extra effort.XBOX NA
XBOX Series X
#NightmareBear1 -
phbell✭✭✭✭Prof_Bawbag wrote: »As one that used to work for a bank, after giving "reasonable" effort to give a company in question the time to fix an issue, if their response is not satisfactory, you have 60 days from your statement date to file a "fraud" claim with your bank or credit card provider...
3-5+ hours of negotiating is personally not worth my time so let your big negotiating power bank and their employees deal with it.
Only information that should be required, payments from statement and or live payment history + current amount of crowns. Gather that and again let the big dogs duke it out
Tldr: get your billing straight ZOS...
I contacted UK trading standards about it and they told me to get back in touch with them in 12 days from when i contacted them [TS] with proof of purchase, proof of communication (on my behalf), MS digital terms and conditions and any other proof that the company are aware of the issue. They may well wait the 60 days, but when you think about the costs involved per subscriber, it's farcical that we're forced to make a mountain out of a molehill. People who are purchasing ESO+ are regularly putting money into the game and it's a kick in the teeth that our loyalty is being rewarded with a stonewall silence and if that's not enough, when they do bother to respond to our concerns, we're made to do all the leg work.
Would I buy ESO+ again? No, not an f'n chance. Been completely and utterly down-trodden by the whole experience. I'll continue to play the game because I have very little issue with the game itself, but i will not give ZoS a monthly income. I know my £8.99 isn't really relevant in the grand scheme of things, but it makes me feel better knowing that I'm not supporting them.
Well, I agree in principle although I do not attribute these failings to anything other than broken business processes. In other words Ineptitude. I recently purchased crowns and it took a full 7 days and a dozen email messages back and forth to actually receive them.
<rant>
The game content is pretty good, but if one adds your (mine and others ) experiences in obtaining Crowns and the fact that ESO+ is delivering less value/$, to all the performance issues that seem to be getting worse and I see an effective Customer Reduction Program. I read a lot of posts lately in these forums where everyone is hyperventilating over CP caps and nerfing this or that skill. These are minor distractions to the real issues for me. Last night I was online for 2 hours and was booted out of the game on 4 separate occasions and had ping rate of 5K-7Kms at times. Many others I know are having identical problems (PC NA). Mind you that my internet is fiber-optic with a rate-shaped BW of 25Mbps (symmetric) so my connection is not at fault.
IMO this is an indicator of the real problem which is either lack of - or misdirected - hardware and software resources. No point in spending money on a game that has become nearly unplayable. Any new content is a waste of money if one spends a high percentage of their time relogging into a broken system.
</rant>
These are the type of mistakes that bury companies.
(Apologies if I hijacked your thread.)0 -
Avalon✭✭✭✭✭Asherons_Call wrote: »
Wish you could see my e-mail log, I'm not being overly dramatic, this is very literal. Last month, it took 3 weeks of talking back and forth with ZOS customer support and MS to get my 1500 crowns, which is why I'm not doing it again. I e-mailed them no less than 3 times a week, sometimes 5 or 6 times, and spent about 2 hours on phone with MS at one point... No, not kidding, if all my time to jump through the hoops was added up in a condensed form, it probably would be close to a full 24 hours...
Now, should anyone paying THEM money have to deal with that? And then being asked to go right back through it again the very next month? No, screw that, ZOS has my info, they know to keep my buff going, which means they know the bill was paid, but still aren't giving me my crowns, instead making it my responsibility to get them by calling, e-mailing, etc?
And I'm not the only one! Maybe we need a class action suit to finally strike them in the head and make them take it seriously? I don't want to go that far, but continually getting the run around? Not working.0 -
I've had the exact same problem. Received my crowns the first month but nothing since then. Been sending a ticket every other week just to get the same automated response.
Same here. No monthly crown allotment for as long as I can remember.
North American Server, been ESO Plus member since they started it.Edited by thesilverball_ESO on October 7, 2015 11:41PM0 -
DenMoria✭✭✭✭✭
✭Do all of you not receiving your crowns have anything in common (other than ZOS not receiving your payment from MS or PSN, of course). Are you all on the same server? Same geographic region? Same console? Are you premium members of your respective networks or standard? Is the PSN/MS account and email the same as the ESO Account? Is everybody on auto-pay on their respective networks?
Sorry, trying to help. There has to be a reason why some folks are having so many issues while others of us (myself included with 3 PSN+ accounts) have never had any sort of issue. Having worked in electronic payment audit and reconciliation, I'm just thinking like an accounting department trying to determine commonalities.
I thought that, if everybody pooled their experiences and compared specifics, maybe there might be a common denominator that could help ZoS narrow down why they're not receiving the payments on certain accounts.0 -
phbell✭✭✭✭Do all of you not receiving your crowns have anything in common (other than ZOS not receiving your payment from MS or PSN, of course). Are you all on the same server? Same geographic region? Same console? Are you premium members of your respective networks or standard? Is the PSN/MS account and email the same as the ESO Account? Is everybody on auto-pay on their respective networks?
Sorry, trying to help. There has to be a reason why some folks are having so many issues while others of us (myself included with 3 PSN+ accounts) have never had any sort of issue. Having worked in electronic payment audit and reconciliation, I'm just thinking like an accounting department trying to determine commonalities.
I thought that, if everybody pooled their experiences and compared specifics, maybe there might be a common denominator that could help ZoS narrow down why they're not receiving the payments on certain accounts.
I am on PC.0 -
DenMoria✭✭✭✭✭
✭
Then that adds another layer. If it doesn't have anything to do with the network that it's coming in from, that one can be taken off the table as well as the level.Do all of you not receiving your crowns have anything in common (other than ZOS not receiving your payment from MS or PSN, of course). Are you all on the same server? Same geographic region? Same console? Are you premium members of your respective networks or standard? Is the PSN/MS account and email the same as the ESO Account? Is everybody on auto-pay on their respective networks?
Sorry, trying to help. There has to be a reason why some folks are having so many issues while others of us (myself included with 3 PSN+ accounts) have never had any sort of issue. Having worked in electronic payment audit and reconciliation, I'm just thinking like an accounting department trying to determine commonalities.
I thought that, if everybody pooled their experiences and compared specifics, maybe there might be a common denominator that could help ZoS narrow down why they're not receiving the payments on certain accounts.
I am on PC.
There has to be a common denominator. I would hate to think that ESO is simply inept for some folks and for others it's just fine.
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DenMoria✭✭✭✭✭
✭Notice that this seems to be on both Megaservers since some of the posters are posting from the UK? Unless they're using the NA server, of course.0 -
nimander99✭✭✭✭✭
✭✭Xbox One
NA Mega server
PC transfer if that helps, but issues are on console.
Are any other PC transfers to console having this issue?I AM UPDATING MY PRIVACY POLICY
PAWS (Positively Against Wrip-off Stuff) - Say No to Crown Crates!
∽∽∽ 2 years of Elder Scrolls Online ∼∼∼
"Give us money" = Box sales & monthly sub fees,
"moar!" = £10 palomino horse,
"MOAR!" = Switch to B2P, launch cash shop,
"MOAR!!" = Charge for DLC that subs had already paid for,
"MOAR!!!" = Experience scrolls and riding lessons,
"MOARR!!!" = Vampire/werewolf bites,
"MOAARRR!!!" = CS exclusive motifs,
"MOOAARRR!!!" = Crown crates,
"MOOOAAARRR!!!" = 'Chapter's' bought separately from ESO+,
"MOOOOAAAARRRR!!!!" = ???
Male, Dunmer, VR16, Templar, Aldmeri Dominion, Master Crafter & all Traits, CP4500