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Compensation for Lost Days
Avalon
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I figure this thread will quickly be taken down, however, I feel the need to state what most players probably already know, but just to give further proof to the feeling and opinion.
After the patch for Morrowind, which I had canceled the pre-order of due to fears of glitches and bugs and more, even though I was excited at first, even envious of the early access for PC (I am on Xbox). So, the patch rolls around, and I find myself unable to even get past the splash screen for Morrowind (the picture of guy, girl, bear in front of Red Mountain). I tried engaging ZOS on multiple forums, on facebook, and everywhere else I could think of, and eventually tracked down how to submit a ticket without being in game (which maybe due to my age, not sure, felt fairly well hidden).
They reply, and suggest several things, fine, I do them diligently, and reply, hoping they can allay my fears that I will need to reinstall the game. But, no luck, I had to spend the better part of 2 days reinstalling. Added to the first day, that makes 3 entire days that I could not play, along with several other headaches and efforts such as trying to actually GET their attention in the first place. Of important note, not a SINGLE member of their team at ZOS has yet to reply to even ONE of my threads begging for help, those posts still remain only answered by other players. I spent hours out of my time, and days of inability to do pretty much anything online because Xbox devotes such a huge amount of download speed to whatever it is downloading. This is fine for most games that are 5-10 GB, but ESO is almost 80 GB. But, yet, I still did it, and it does work NOW.
In reply to asking for any form of compensation for the inconvenience as well as lost days of ESO+ (I am a subscriber), their reply is NO. At the minimum level, I was unable to use 3 days of my ESO+, and they will not even refund THAT by adding 3 days to my subscription (simplest way I would think), let alone any further form of apologetic motions. Just felt other players needed to see how ZOS takes care of loyalty. Ranks right up there with charging money for Morrowind after promising that ESO+ members get to play all content because they pay them money each month. Ranks right up with the big screwing of players that is the Glass Motif (making a challenging way to get it, that is insane enough that only the true crafters would get it, and after a week of working hard and spending tons of resources and time, they throw it on the store? Not sure if anyone remembers how that felt)
So, yeah, apparently, all they care about is money, and they feel they have enough players that they can give horrible customer service and not even live up to their own promises.
After the patch for Morrowind, which I had canceled the pre-order of due to fears of glitches and bugs and more, even though I was excited at first, even envious of the early access for PC (I am on Xbox). So, the patch rolls around, and I find myself unable to even get past the splash screen for Morrowind (the picture of guy, girl, bear in front of Red Mountain). I tried engaging ZOS on multiple forums, on facebook, and everywhere else I could think of, and eventually tracked down how to submit a ticket without being in game (which maybe due to my age, not sure, felt fairly well hidden).
They reply, and suggest several things, fine, I do them diligently, and reply, hoping they can allay my fears that I will need to reinstall the game. But, no luck, I had to spend the better part of 2 days reinstalling. Added to the first day, that makes 3 entire days that I could not play, along with several other headaches and efforts such as trying to actually GET their attention in the first place. Of important note, not a SINGLE member of their team at ZOS has yet to reply to even ONE of my threads begging for help, those posts still remain only answered by other players. I spent hours out of my time, and days of inability to do pretty much anything online because Xbox devotes such a huge amount of download speed to whatever it is downloading. This is fine for most games that are 5-10 GB, but ESO is almost 80 GB. But, yet, I still did it, and it does work NOW.
In reply to asking for any form of compensation for the inconvenience as well as lost days of ESO+ (I am a subscriber), their reply is NO. At the minimum level, I was unable to use 3 days of my ESO+, and they will not even refund THAT by adding 3 days to my subscription (simplest way I would think), let alone any further form of apologetic motions. Just felt other players needed to see how ZOS takes care of loyalty. Ranks right up there with charging money for Morrowind after promising that ESO+ members get to play all content because they pay them money each month. Ranks right up with the big screwing of players that is the Glass Motif (making a challenging way to get it, that is insane enough that only the true crafters would get it, and after a week of working hard and spending tons of resources and time, they throw it on the store? Not sure if anyone remembers how that felt)
So, yeah, apparently, all they care about is money, and they feel they have enough players that they can give horrible customer service and not even live up to their own promises.
8
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Krayzie✭✭✭✭✭Everyone already knows zos is a terrible companyI'm a PVE roleplayer concerned about my vampires stage 4 skin tone and keep getting load screens so I came here to distract people from major issues with a rant thread about my characters cosmetic appearance.15 -
Avalon✭✭✭✭✭And, btw, if they cannot even manage to do the minimum, WTH should I feel it justifiable to spend $40 for Morrowind, and giving THEM even more money? This is added onto several months of having to fight hard with their customer service to get the crowns promised for being a subscriber. So, I feel really shafted by them right now, and they are doing nothing to make up for it.0
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Cêltic421✭✭✭✭Well cancel membership or don't renew for 3 days after it expires. I don't know of any game that compensate for subscription unless it was the company fault and many if not all players were affected. Sound like you had some corrupted file that reinstallation fixed the issue. Just 3 days not big of a deal. If you keeping + for craft bag maybe consider making your one guild so you can have access to a guild bank with 500 slots and use that as storage and when it gets full buy + and put everything in craft bag.2 -
Bkella✭✭✭At least you got a reply and yours works. I posted in here this morning about how I still cannot get further than the Morrowind splash screen where it asks you to "Press A". I have submitted 2 tickets and even called their office and left a message. I got a call back from them and they said "we don't deal with customer technical support over the phone, you need to wait for a response to your ticket". I also did the uninstall and reinstall through the night and it did not work. It's *** that I am going on 4 days without getting my purchase. I deliberately purchased ahead of time for the opportunity to play on release, but that can't happen. Not sure what to do either......2
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Avalon✭✭✭✭✭It's the principle of the matter. Ethics. The company has pushed out several patches, and I never had issues, this one was different. If it such a small thing, then surely the company should have no problems giving it because it would restore SOME faith on the part of a paying customer. If they cannot manage to do even tiny compensations? Then, they don't deserve to have customers. Even the really unfriendly companies do better than that.1
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Belidos✭✭✭✭✭If you message me with your paypal account i'll refund you for your three days out of my pocket, should come to just under a dollar I think
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Avalon✭✭✭✭✭At least you got a reply and yours works. I posted in here this morning about how I still cannot get further than the Morrowind splash screen where it asks you to "Press A". I have submitted 2 tickets and even called their office and left a message. I got a call back from them and they said "we don't deal with customer technical support over the phone, you need to wait for a response to your ticket". I also did the uninstall and reinstall through the night and it did not work. It's *** that I am going on 4 days without getting my purchase. I deliberately purchased ahead of time for the opportunity to play on release, but that can't happen. Not sure what to do either......
Exactly. They cannot manage to do even the minimum amount of customer support.0 -
Avalon✭✭✭✭✭If you message me with your paypal account i'll refund you for your three days out of my pocket, should come to just under a dollar I think
You did read what I said about it being about principles? It isn't that I am worried about the $1.50 worth of subscription. It is that as much as they grab for our wallets even with continually broken crap in the game that we put up with because we love the Elder Scrolls universe and want to play in that universe, they cannot manage to do even the tiniest level of compensation. It isn't like I was asking for a month, or crowns, or anything. But, they cannot even add 3 days? Just points out exactly what they think of their customers. This is such a trivial thing to ask, and they cannot even do that much.1 -
Belidos✭✭✭✭✭If you message me with your paypal account i'll refund you for your three days out of my pocket, should come to just under a dollar I think
You did read what I said about it being about principles? It isn't that I am worried about the $1.50 worth of subscription. It is that as much as they grab for our wallets even with continually broken crap in the game that we put up with because we love the Elder Scrolls universe and want to play in that universe, they cannot manage to do even the tiniest level of compensation. It isn't like I was asking for a month, or crowns, or anything. But, they cannot even add 3 days? Just points out exactly what they think of their customers. This is such a trivial thing to ask, and they cannot even do that much.
Yeah I know, I was just joking around, forgot i was on the internet and tone doesn't show, should have used an emoticon.0 -
geonsocal✭✭✭✭✭
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normally i'm just to lazy to complain - but, you got a good point OP...PVP Campaigns Section: Playstation NA and EU (Gray Host) - This Must be the Place0 -
Loralai_907✭✭✭✭✭
✭So uhh, what exactly was the problem?PC-NA - formerly, mommadani907Guild: Weeping Angels - Co-GMTwitter: @ Loralai_907 several Alt accounts....CP 1700+Active characters:Fauna Rosewood ( Bosmer Stam DK - Master Crafter/AD)///Loralai Darknova (Drunken Zombie Bosmer Stam Sorc - PvP/AD)Lilith Darknova ( Dunmer Mag DK - Master Crafter - PvP/AD)///and roughly 1billion alts1 -
jircris11✭✭✭✭✭
✭people wanting free stuff because they have no clue how difficult it is to run a game. kind of funny tbh.IGN: Ki'rah
Khajiit/Vampire
DC/AD faction/NA server.
RPer4 -
Avalon✭✭✭✭✭people wanting free stuff because they have no clue how difficult it is to run a game. kind of funny tbh.
How is it free? I paid for it. I did not receive it. Order something from Amazon, then, when it never shows up, and they don't give you back your money. Let me laugh at you, because, it's kind of funny tbh. That work? No, because, if you pay for something, and are unable to receive it, it should be refunded.2 -
KingYogi415✭✭✭✭✭
✭✭Imagime how many people would be begging for free days if they helped you.
Would be a nightmare for their sales department.Edited by KingYogi415 on June 9, 2017 9:26PM1 -
Wreuntzylla✭✭✭✭✭
✭✭people wanting free stuff because they have no clue how difficult it is to run a game. kind of funny tbh.
Well enlighten us, how difficult is it?
It's about maximum revenue v. spends, customers with unbelievably low expectations and a forecasted longevity of the game. You don't hire A-team coders and managers to make software for customers that don't understand quality metric standards in the software industry.
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Avran_Sylt✭✭✭✭✭
✭✭I get ya. and unfortunately you'll get the short stick sometimes. But on launch days or near launch days, I wouldn't expect too personal of a support situation. If they did, support would take forever to get through to multiple people, they'd love the service, but then they'd flame for how long it'd take. On the note of subscriber crowns, you referring to how they lump sum the months paid for into one bonus, each time you pay?0 -
Avran_Sylt✭✭✭✭✭
✭✭On the note of unfinished products, yeah. I'm in agreement there. Needs longer test cycles, but then again, not everyone is willing to download the PTS to help stress test the product. So launch days are still gonna be buggy.0 -
Avalon✭✭✭✭✭Wreuntzylla wrote: »people wanting free stuff because they have no clue how difficult it is to run a game. kind of funny tbh.
Well enlighten us, how difficult is it?
It's about maximum revenue v. spends, customers with unbelievably low expectations and a forecasted longevity of the game. You don't hire A-team coders and managers to make software for customers that don't understand quality metric standards in the software industry.
QFT. It is a balance of how much they can expect to make off of me as a player in the game, which I have spent a LOT of money (more than I wish to think about) vs what it would cost them to restore my faith at least enough to keep me playing and considering to spend more money. I had been wrestling with the thought that maybe I made a mistake in canceling my pre-order, and buying Morrowind (even though I would lose the pre-order bonuses). However, being treated this way has all but cemented my decision to NOT get the expansion, and only play long enough to get me through til something else like Path of Exile comes out. So, they have to weigh those costs, and it looks like they value me as a customer that has paid a lot into their pockets (and would presumably pay even more over time) less than a few trivialities. My opinion is that they do not deserve to be in business, and I am very close to doing my personal part in helping that along.0 -
Keep_Door✭✭✭✭✭I don't know of any game that compensate for subscription unless it was the company fault and many if not all players were affected.
First I think it is silly to expect compensation for lost subscription time due to well anything. But blizzard will compensate you a whole month if you just contact them and say somthing like oh i hardly played last month due to real life stuff. I and a friend have done it a few times.
They were just like sure here is a free month we dont even care.
Just sayinEdited by Keep_Door on June 9, 2017 8:32PM0 -
jircris11✭✭✭✭✭
✭Wreuntzylla wrote: »people wanting free stuff because they have no clue how difficult it is to run a game. kind of funny tbh.
Well enlighten us, how difficult is it?
It's about maximum revenue v. spends, customers with unbelievably low expectations and a forecasted longevity of the game. You don't hire A-team coders and managers to make software for customers that don't understand quality metric standards in the software industry.
there is a lot more to running a game especially during large launches. Revenue actually has little to do with it. Ever wonder why things that work in the pts are broke when it hits live? Any minor change to the code, be it a misplaced line or a rouge code will cause the whole thing to break. Same goes with servers, if they can't communicate seamlessly then the effect is felt by the players in game. I have worked on a few high profile launches and have seen things go down the drain in minutes. WoWs launch fue example. So they're you are now educated about the basics of what could be wrong.
Not saying zos is blameless, simply saying tree issues we are getting now are understandable.Edited by jircris11 on June 9, 2017 8:34PMIGN: Ki'rah
Khajiit/Vampire
DC/AD faction/NA server.
RPer1 -
idk✭✭✭✭✭
✭✭✭✭✭Considering the issue you faced was not wide spread it was more likely something happened local to your rig.
Anytime software is installed or updated there is a risk that it will not go correctly. This is due to a wide number of factors.
Unless somehow you can prove the issue was a fault of Zos and probably more that they knew about it answer of time and chose to ignore it then I doubt there is reason for Zos to compensate you. Nothing in the OP suggest anything along these lines was the case.
BTW. Zos has compensated players for time lost when it was significant and widespread due to technical issues on their side. Less than a month after launch a number of players could not log in. The number increased over the course of a week until maintenance was performed. If was an entire week and a large number of players and most significantly it was due to a technical issue on the part of Zos.Edited by idk on June 9, 2017 8:40PM1 -
Avalon✭✭✭✭✭Avran_Sylt wrote: »I get ya. and unfortunately you'll get the short stick sometimes. But on launch days or near launch days, I wouldn't expect too personal of a support situation. If they did, support would take forever to get through to multiple people, they'd love the service, but then they'd flame for how long it'd take. On the note of subscriber crowns, you referring to how they lump sum the months paid for into one bonus, each time you pay?
Yes, the subscriber crowns. For months a bit back, I would see the money disappear from my account to pay them, then an entire month would go by after that, with no crowns. I would send a ticket, then get a message back saying I needed to give them a screenshot of my Xbox subscriptions to prove I was subscribed (all of this being done on the account I have registered with them, btw), then, after doing that, would have to send a SS of other things like my character screen showing ESO Plus, etc... Then, after a week or so more, I would finally get my crowns. I had to do this several times. Customers should never have to prove these things, ZOS should have accounts on file that they can pull up and see exactly what they were asking ME to provide. To me, that only proved that either they have horrible customer service, improperly kept files, or they just want our money and wanted me to give up rather than fulfill their end of the contract. Not really sure how else to interpret that in today's world.magictucktuck wrote: »ill send you $1.50, problem solved
And, yet again, it isn't about the money. It is about the message it sends! The Principle! If THEY cannot manage to do so little a thing, then, why should I pay them anything more? It is almost completely meaningless amount of money for them, it IS owed, and it would help restore at least some faith (had it been given freely by customer support at the time of the resolution of the issue).1 -
DaveMoeDee✭✭✭✭✭
✭✭✭If you message me with your paypal account i'll refund you for your three days out of my pocket, should come to just under a dollar I think
You did read what I said about it being about principles? It isn't that I am worried about the $1.50 worth of subscription. It is that as much as they grab for our wallets even with continually broken crap in the game that we put up with because we love the Elder Scrolls universe and want to play in that universe, they cannot manage to do even the tiniest level of compensation. It isn't like I was asking for a month, or crowns, or anything. But, they cannot even add 3 days? Just points out exactly what they think of their customers. This is such a trivial thing to ask, and they cannot even do that much.
Principle isn't on your side. Gaming systems have issues at times. It is expected. Deal with it.
No, you do not get the 3 days just because you are nagging them. If you think they should always give credits when things like this happen, people will scam them for free days and they will have to hire multiple additional customer service representatives to deal with all the special cases. No need.
Learn to manage disappointment.1 -
DocFrost72✭✭✭✭✭
✭✭✭✭I'd mail you the 1.50$ US, but the postage costs more, likely.
Edit: Yes, you made a post over 1.50$ (US).Edited by DocFrost72 on June 9, 2017 8:41PM0 -
Avalon✭✭✭✭✭Giles.floydub17_ESO wrote: »Considering the issue you faced was not wide spread it was more likely something happened local to your rig.
Anytime software is installed or updated there is a risk that it will not go correctly. This is due to a wide number of factors.
Unless somehow you can prove the issue was a fault of Zos and probably more that they knew about it answer of time and chose to ignore it then I doubt there is reason for Zos to compensate you. Nothing in the OP suggest anything along these lines was the case.
I am glad you do not run any businesses, btw. Yes, it is almost definitely not directly ZOS' fault, I never said it was. BUT, it was not my fault either. The difference between good companies and horrible ones rests on how they handle issues like this. Good ones recognize that even if it wasn't THEIR fault, if it wasn't the customer's fault either, then they should be compensated, at least somewhat compensated. Now, really good companies (Blizzard, for example) might overcompensate, as pointed out above, giving a free month or something. Well, I didn't pay for that, but, I DID pay for those 3 days, though.
So, at the least, now ZOS has those 3 days (yes, trivial, I know) worth of my subscription money, and I did not get the use of those days. Not their fault... but, also, not my fault. Regardless, they have my money, and I did not receive the product I paid for. A company worth anything should refund that somehow... I know, once money is in their hands, they are LOATHE to part with it again... fine, cool, whatever. But, it costs them nothing to hit a few buttons and add 3 days to my subscription. It honestly costs them exceedingly little to give a free month, either...
but, it will cost them a lot more for me to not be a customer anymore, as I pay, on average, about 200-400 per year into their pockets. But, that isn't worth enough to warrant any form of compensation, which, as I said, had it been right after resolution, if they had said, "Oh, and we added 3 days onto your subscription to make it up to you, sorry you had to go through this" I would have been like, "WOW! I need to post this on the forums, ZOS did something cool!" But, instead, they ignored my requests for help then turned a cold shoulder to me, even after I asked for the 3 days to be refunded, it was turned down. I could understand if I was asking for something big: crowns, a free crown crate even... but, no, I was only asking for what I had paid for, and THAT was refused.0 -
DaveMoeDee✭✭✭✭✭
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Come on, this is ridiculous. Sometimes things we don't like happen. That is life. Go complain to your console maker too. They made your hardware. And seek money from your ISP, as they did the last leg of your transfer.Giles.floydub17_ESO wrote: »Considering the issue you faced was not wide spread it was more likely something happened local to your rig.
Anytime software is installed or updated there is a risk that it will not go correctly. This is due to a wide number of factors.
Unless somehow you can prove the issue was a fault of Zos and probably more that they knew about it answer of time and chose to ignore it then I doubt there is reason for Zos to compensate you. Nothing in the OP suggest anything along these lines was the case.
I am glad you do not run any businesses, btw. Yes, it is almost definitely not directly ZOS' fault, I never said it was. BUT, it was not my fault either.
...
Yes, you were disappointed. Your coping mechanism is really annoying. You say they should give you something "on principle" and talk about their ethics, and then you admit is wasn't their fault. Huh?
I don't know if you are a fellow American, but this is why we are so litigious.3 -
Avalon✭✭✭✭✭DaveMoeDee wrote: »
Come on, this is ridiculous. Sometimes things we don't like happen. That is life. Go complain to your console maker too. They made your hardware. And seek money from your ISP, as they did the last leg of your transfer.Giles.floydub17_ESO wrote: »Considering the issue you faced was not wide spread it was more likely something happened local to your rig.
Anytime software is installed or updated there is a risk that it will not go correctly. This is due to a wide number of factors.
Unless somehow you can prove the issue was a fault of Zos and probably more that they knew about it answer of time and chose to ignore it then I doubt there is reason for Zos to compensate you. Nothing in the OP suggest anything along these lines was the case.
I am glad you do not run any businesses, btw. Yes, it is almost definitely not directly ZOS' fault, I never said it was. BUT, it was not my fault either.
...
Yes, you were disappointed. Your coping mechanism is really annoying. You say they should give you something "on principle" and talk about their ethics, and then you admit is wasn't their fault. Huh?
I don't know if you are a fellow American, but this is why we are so litigious.
Well, yeah, because they still have my money! So, one of us got what they asked for, one did not. That isn't even questionable. That isn't a coping issue, that is pure economics, law, etc. We have a contract, I uphold my end, then, no matter why, as long as it is not MY fault, if I do not receive their part of that contract, then they should make good on it. That is ethics. It's like if I am at a bar, and I order a drink, the waitress is bringing it to me, but some guy bumps her and it spills. Not the bar's fault, not my fault... but you can BET the bar will remake that drink fast and without being asked for it.0 -
Stopnaggin✭✭✭✭✭
✭Avran_Sylt wrote: »I get ya. and unfortunately you'll get the short stick sometimes. But on launch days or near launch days, I wouldn't expect too personal of a support situation. If they did, support would take forever to get through to multiple people, they'd love the service, but then they'd flame for how long it'd take. On the note of subscriber crowns, you referring to how they lump sum the months paid for into one bonus, each time you pay?
Yes, the subscriber crowns. For months a bit back, I would see the money disappear from my account to pay them, then an entire month would go by after that, with no crowns. I would send a ticket, then get a message back saying I needed to give them a screenshot of my Xbox subscriptions to prove I was subscribed (all of this being done on the account I have registered with them, btw), then, after doing that, would have to send a SS of other things like my character screen showing ESO Plus, etc... Then, after a week or so more, I would finally get my crowns. I had to do this several times. Customers should never have to prove these things, ZOS should have accounts on file that they can pull up and see exactly what they were asking ME to provide. To me, that only proved that either they have horrible customer service, improperly kept files, or they just want our money and wanted me to give up rather than fulfill their end of the contract. Not really sure how else to interpret that in today's world.magictucktuck wrote: »ill send you $1.50, problem solved
And, yet again, it isn't about the money. It is about the message it sends! The Principle! If THEY cannot manage to do so little a thing, then, why should I pay them anything more? It is almost completely meaningless amount of money for them, it IS owed, and it would help restore at least some faith (had it been given freely by customer support at the time of the resolution of the issue).
When missing crowns were an issue, xbox I believe, one simple ticket took care of it. Some were even compensated further for having to put in a ticket, I know I got an extra 500 crowns when I did.
The about the launch, everyone knows that launch days will be difficult to get logged in. If your install somehow became corrupt and forced you to reinstall, I don't see how that is ZOS'S fault. Now I will say that as of late I haven't been a fan of ZOS, but this doesnt seem like something on their end.
As for the motif available on the crown store, seriously that has you upset? How does that even affect you? Do you not feel special now that someone can buy it for $40? I don't understand why this is an issue, especially one that would be considered getting screwed. I guess those one day research scrolls are enough to make you lose your mind.
It's pretty simple really, if you enjoy the game then enjoy it, if not then play something else. Wold you stay in any other relationship that you feel like you are being treated badly?1
