Crowns Sale announced but where is it? PS4 UK

peda · August 2017

@ZOS_JessicaFolsom
Is it psx (pressxtra.net) that we need to talk to about this issue? PlayStation support suggested them, as they handle PlayStation's UK Marketing, and they themselves say they are partners with Bethesda. If PlayStation's UK tech support and online twitter support aren't able to provide any help on store listings, then maybe it's their marketing and digital assets team (pxn) that need to be contacted?

It's crazy how roundabout this whole process it. Working hard to get to the bottom of who to discuss this discount disparity with, to see why PS4 players in the UK are getting the raw deal.

peda · August 2017

Okay, I have sent this email to the marketing team in charge of PlayStation in the UK, explaining our position, and requesting the change, or at least to let us know who it is that can actually help us. For full disclosure, here is the email I sent:

"Hello,
I've been chasing PlayStation and Sony support channels as far as they offer help on PlayStation Store issues in the UK, but they constantly turn back and say they have nothing to do with the store, or with the pricing of items up there, or sales/promotions that they run.
One PS Support tech pointed me to http://www.sceuk-press.net saying that it's something that the Marketing team will be able to help with. Coincidentally your website mentions your partnership with Bethesda, so I'm certain that I am on the right track.

This is all concerning the Crown Sale promotion that The Elder Scrolls Online (ESO) is currently having across multiple platforms around the world. The crown sale is a pretty big deal, because it has always given a fantastic discount to players like me who can't normally afford much of the in-game currency. The sales are few and far-between, but for a while now, the 5500 Crown pack in particular has always been offered at a 40% discount.

The current sale had problems in what I would call PAL territories, the UK, EU, Asia, and even Australia- when the sale hit this week, those regions weren't given discounts on PlayStation. After contacting Zenimax Online Studios (Bethesda) support, they managed to work with their EU team and Sony to get the sale up two days late (extending the sale time accordingly). When the sale was eventually put back up on the PS Store, every region *except* for the UK was given a 39/40% discount, as is usual in the Crown Sale. The UK was only given a 29% discount on the 5500 Crown Pack.

There are many players disgruntled by this unexpected and unexplained change, and there were threads popping up on ZOS's forums to ask for help, and to petition to get the discount fixed to the usual 40% off. The longest thread is here, which is where a ZOS representative offered support and feedback. https://forums.elderscrollsonline.com/en-gb/discussion/367990/crowns-sale-announced-but-where-is-it-ps4-uk/p3 -This is also where a few of the UK PS4 players voiced their anger regarding the issue.

ESO is available on Xbox and PC as well as PS4, and on the Xbox and PC stores, the usual 40% discount is currently in effect for the 5500 Crown Pack. In all other territories, the PS4 discount is also 40% (or the very similar 39%). As far as we have found, it is only the PS4 users in the UK that are being treated differently. We believe that this is unfair and have been working hard to reach out and get our voices heard about how we don't believe it is right that we're dealt the unfair hand for no reason, and it's even worse that nobody through the support channels for ZOS or Sony offer any guidance as to who to ask for help with our concerns.

The price difference may only be "a few pounds per pack", but at the end of the day, it's the principle of the thing. We're being treated as lesser consumers than every other region, and on other platforms. The discount usually makes the pack fall at just over £14. Now it is almost exactly £17. Personally, I was planning on buying two packs totaling 28-29GBP when we saw other territories were getting the expected 40% discount. After the surprise change, as single pack is much closer to £20, so buying two would put the price most of the way to £40 and now myself (and I know many others) are put off the idea. To have set the price up like that is crazy, as we're far happier paying for more units at the higher discount, and it makes more money for the store and publisher when we buy more of those units than fewer at the lesser discounted price.

There have been users (myself included) stating that they will boycott the sale and will not be making their pre-planned purchases. It's a loss all-round, and the way that ZOS and whoever it is that manages promotions/sale prices on the UK PS Store have been managing the situation has only made things worse and upset loyal users.

I'm sorry for such a long email, but we believe that it is important to get our voices heard, and to not just accept unfair treatment. We would like the discount to be adjusted to be in line with the discount percentage offered to every other territory on PS4 and offered to every other system (Xbox and PC) that the game is offering the 40% promotion to. We would be more than happy to take part in the sale if this is done, and most of us plan to buy many more units at the 40% discount.

There are only 5 days of the promotion remaining, and 3 of them include the bank holiday weekend in the UK, so we would appreciate expedient action if you are able to help with our request. As I stated before, it was PlayStation's Tech support that pointed us your way, and if it is not you who can help then please help us find whoever can, or forward this mail to the relevant contacts and keep us in the loop. If you can help or talk directly to the team at SCEE/SCEUK who change store listings/promotions, then we implore you to please support your player base and treat us fairly.

Many thanks,
Peter Kimball-Evans"

AnviOfVai · August 2017

peda wrote: »

Okay, I have sent this email to the marketing team in charge of PlayStation in the UK, explaining our position, and requesting the change, or at least to let us know who it is that can actually help us. For full disclosure, here is the email I sent:

"Hello,
I've been chasing PlayStation and Sony support channels as far as they offer help on PlayStation Store issues in the UK, but they constantly turn back and say they have nothing to do with the store, or with the pricing of items up there, or sales/promotions that they run.
One PS Support tech pointed me to http://www.sceuk-press.net saying that it's something that the Marketing team will be able to help with. Coincidentally your website mentions your partnership with Bethesda, so I'm certain that I am on the right track.

This is all concerning the Crown Sale promotion that The Elder Scrolls Online (ESO) is currently having across multiple platforms around the world. The crown sale is a pretty big deal, because it has always given a fantastic discount to players like me who can't normally afford much of the in-game currency. The sales are few and far-between, but for a while now, the 5500 Crown pack in particular has always been offered at a 40% discount.

The current sale had problems in what I would call PAL territories, the UK, EU, Asia, and even Australia- when the sale hit this week, those regions weren't given discounts on PlayStation. After contacting Zenimax Online Studios (Bethesda) support, they managed to work with their EU team and Sony to get the sale up two days late (extending the sale time accordingly). When the sale was eventually put back up on the PS Store, every region *except* for the UK was given a 39/40% discount, as is usual in the Crown Sale. The UK was only given a 29% discount on the 5500 Crown Pack.

There are many players disgruntled by this unexpected and unexplained change, and there were threads popping up on ZOS's forums to ask for help, and to petition to get the discount fixed to the usual 40% off. The longest thread is here, which is where a ZOS representative offered support and feedback. https://forums.elderscrollsonline.com/en-gb/discussion/367990/crowns-sale-announced-but-where-is-it-ps4-uk/p3 -This is also where a few of the UK PS4 players voiced their anger regarding the issue.

ESO is available on Xbox and PC as well as PS4, and on the Xbox and PC stores, the usual 40% discount is currently in effect for the 5500 Crown Pack. In all other territories, the PS4 discount is also 40% (or the very similar 39%). As far as we have found, it is only the PS4 users in the UK that are being treated differently. We believe that this is unfair and have been working hard to reach out and get our voices heard about how we don't believe it is right that we're dealt the unfair hand for no reason, and it's even worse that nobody through the support channels for ZOS or Sony offer any guidance as to who to ask for help with our concerns.

The price difference may only be "a few pounds per pack", but at the end of the day, it's the principle of the thing. We're being treated as lesser consumers than every other region, and on other platforms. The discount usually makes the pack fall at just over £14. Now it is almost exactly £17. Personally, I was planning on buying two packs totaling 28-29GBP when we saw other territories were getting the expected 40% discount. After the surprise change, as single pack is much closer to £20, so buying two would put the price most of the way to £40 and now myself (and I know many others) are put off the idea. To have set the price up like that is crazy, as we're far happier paying for more units at the higher discount, and it makes more money for the store and publisher when we buy more of those units than fewer at the lesser discounted price.

There have been users (myself included) stating that they will boycott the sale and will not be making their pre-planned purchases. It's a loss all-round, and the way that ZOS and whoever it is that manages promotions/sale prices on the UK PS Store have been managing the situation has only made things worse and upset loyal users.

I'm sorry for such a long email, but we believe that it is important to get our voices heard, and to not just accept unfair treatment. We would like the discount to be adjusted to be in line with the discount percentage offered to every other territory on PS4 and offered to every other system (Xbox and PC) that the game is offering the 40% promotion to. We would be more than happy to take part in the sale if this is done, and most of us plan to buy many more units at the 40% discount.

There are only 5 days of the promotion remaining, and 3 of them include the bank holiday weekend in the UK, so we would appreciate expedient action if you are able to help with our request. As I stated before, it was PlayStation's Tech support that pointed us your way, and if it is not you who can help then please help us find whoever can, or forward this mail to the relevant contacts and keep us in the loop. If you can help or talk directly to the team at SCEE/SCEUK who change store listings/promotions, then we implore you to please support your player base and treat us fairly.

Many thanks,
Peter Kimball-Evans"

Well done. Please keep us updated to what they say.

montyake · August 2017

peda wrote: »

Okay, I have sent this email to the marketing team in charge of PlayStation in the UK, explaining our position, and requesting the change, or at least to let us know who it is that can actually help us. For full disclosure, here is the email I sent:

"Hello,
I've been chasing PlayStation and Sony support channels as far as they offer help on PlayStation Store issues in the UK, but they constantly turn back and say they have nothing to do with the store, or with the pricing of items up there, or sales/promotions that they run.
One PS Support tech pointed me to http://www.sceuk-press.net saying that it's something that the Marketing team will be able to help with. Coincidentally your website mentions your partnership with Bethesda, so I'm certain that I am on the right track.

This is all concerning the Crown Sale promotion that The Elder Scrolls Online (ESO) is currently having across multiple platforms around the world. The crown sale is a pretty big deal, because it has always given a fantastic discount to players like me who can't normally afford much of the in-game currency. The sales are few and far-between, but for a while now, the 5500 Crown pack in particular has always been offered at a 40% discount.

The current sale had problems in what I would call PAL territories, the UK, EU, Asia, and even Australia- when the sale hit this week, those regions weren't given discounts on PlayStation. After contacting Zenimax Online Studios (Bethesda) support, they managed to work with their EU team and Sony to get the sale up two days late (extending the sale time accordingly). When the sale was eventually put back up on the PS Store, every region *except* for the UK was given a 39/40% discount, as is usual in the Crown Sale. The UK was only given a 29% discount on the 5500 Crown Pack.

There are many players disgruntled by this unexpected and unexplained change, and there were threads popping up on ZOS's forums to ask for help, and to petition to get the discount fixed to the usual 40% off. The longest thread is here, which is where a ZOS representative offered support and feedback. https://forums.elderscrollsonline.com/en-gb/discussion/367990/crowns-sale-announced-but-where-is-it-ps4-uk/p3 -This is also where a few of the UK PS4 players voiced their anger regarding the issue.

ESO is available on Xbox and PC as well as PS4, and on the Xbox and PC stores, the usual 40% discount is currently in effect for the 5500 Crown Pack. In all other territories, the PS4 discount is also 40% (or the very similar 39%). As far as we have found, it is only the PS4 users in the UK that are being treated differently. We believe that this is unfair and have been working hard to reach out and get our voices heard about how we don't believe it is right that we're dealt the unfair hand for no reason, and it's even worse that nobody through the support channels for ZOS or Sony offer any guidance as to who to ask for help with our concerns.

The price difference may only be "a few pounds per pack", but at the end of the day, it's the principle of the thing. We're being treated as lesser consumers than every other region, and on other platforms. The discount usually makes the pack fall at just over £14. Now it is almost exactly £17. Personally, I was planning on buying two packs totaling 28-29GBP when we saw other territories were getting the expected 40% discount. After the surprise change, as single pack is much closer to £20, so buying two would put the price most of the way to £40 and now myself (and I know many others) are put off the idea. To have set the price up like that is crazy, as we're far happier paying for more units at the higher discount, and it makes more money for the store and publisher when we buy more of those units than fewer at the lesser discounted price.

There have been users (myself included) stating that they will boycott the sale and will not be making their pre-planned purchases. It's a loss all-round, and the way that ZOS and whoever it is that manages promotions/sale prices on the UK PS Store have been managing the situation has only made things worse and upset loyal users.

I'm sorry for such a long email, but we believe that it is important to get our voices heard, and to not just accept unfair treatment. We would like the discount to be adjusted to be in line with the discount percentage offered to every other territory on PS4 and offered to every other system (Xbox and PC) that the game is offering the 40% promotion to. We would be more than happy to take part in the sale if this is done, and most of us plan to buy many more units at the 40% discount.

There are only 5 days of the promotion remaining, and 3 of them include the bank holiday weekend in the UK, so we would appreciate expedient action if you are able to help with our request. As I stated before, it was PlayStation's Tech support that pointed us your way, and if it is not you who can help then please help us find whoever can, or forward this mail to the relevant contacts and keep us in the loop. If you can help or talk directly to the team at SCEE/SCEUK who change store listings/promotions, then we implore you to please support your player base and treat us fairly.

Many thanks,
Peter Kimball-Evans"

I hope that they come back to you regarding this!
I'm also impressed by @x_t7ink_x research of advertising law - this must be applicable here. ZOS need to work harder to negotiate Sony UK into increasing the discount to the 40%.

montyake · August 2017

Email back from PlayStation Support:

Hi Montague,

Thanks for your email about The Elder Scrolls Online: Crowns.

Unfortunately we are unable to comment on the pricing of third party companies and companies not run by PlayStation.

The offer we have on the store is as stands and unfortunately we are unable to comment any further.

I hope this helps, but if you need anything else just let me know!

Thanks,

Laura
Player Support Specialist
PlayStation Support

So ZOS say that it's Sony who ultimately set the price, but Sony say it's ZOS who ultimately set the price.

The discount didn't magically appear from nowhere - it was a decision made by someone and agreed by someone else.

Hey @ZOS_JessicaFolsom - what's the deal?! PlayStation just explicitely said that it's the "pricing of third party companies", which is obviously you guys. Please please please please please please fix this!?

peda · August 2017

montyake wrote: »

Email back from PlayStation Support:

Hi Montague,

Thanks for your email about The Elder Scrolls Online: Crowns.

Unfortunately we are unable to comment on the pricing of third party companies and companies not run by PlayStation.

The offer we have on the store is as stands and unfortunately we are unable to comment any further.

I hope this helps, but if you need anything else just let me know!

Thanks,

Laura
Player Support Specialist
PlayStation Support

So ZOS say that it's Sony who ultimately set the price, but Sony say it's ZOS who ultimately set the price.

The discount didn't magically appear from nowhere - it was a decision made by someone and agreed by someone else.

Hey @ZOS_JessicaFolsom - what's the deal?! PlayStation just explicitely said that it's the "pricing of third party companies", which is obviously you guys. Please please please please please please fix this!?

Holy crud, is this for real? Sony say it's ZOS, and ZOS says it's Sony.

Pass the freaking buck.
Despicable. Awful practices. Awful support. Awful companies. Treating customers like idiots that don't matter. It's the principle of the thing. At no time were either party their hands up and say "We just think UK PS4 users need to pay us more" or "Due to [reason] this region is missing out on the same sale as the rest of the world". Instead, BOTH ZOS and Sony say "It's up to them".

Have some respect for your customers.

randomkeyhits · August 2017

montyake wrote: »

Email back from PlayStation Support:

Hi Montague,

Thanks for your email about The Elder Scrolls Online: Crowns.

Unfortunately we are unable to comment on the pricing of third party companies and companies not run by PlayStation.

The offer we have on the store is as stands and unfortunately we are unable to comment any further.

I hope this helps, but if you need anything else just let me know!

Thanks,

Laura
Player Support Specialist
PlayStation Support

So ZOS say that it's Sony who ultimately set the price, but Sony say it's ZOS who ultimately set the price.

The discount didn't magically appear from nowhere - it was a decision made by someone and agreed by someone else.

Hey @ZOS_JessicaFolsom - what's the deal?! PlayStation just explicitely said that it's the "pricing of third party companies", which is obviously you guys. Please please please please please please fix this!?

There is no confusion.

This is all covered in the contracts and terms between companies.

Are we as consumers likely to see the contract and terms? hell no.

If we are not enlightened then it is because the companies believe it is in their best interest not to enlighten us.

I know and accept this as I hope that they understand their behaviour affects my buying decisions.

They may not care but I really hope they understand.

peda · August 2017

randomkeyhits wrote: »

montyake wrote: »

Email back from PlayStation Support:

I know and accept this as I hope that they understand their behaviour affects my buying decisions.

They may not care but I really hope they understand.

Yeah, and I hope they remember that we're trying out best to make our voices heard, so the next time they think about ripping off one particular group of consumers, they'll remember that we do actually care about it and will do our best to be treated fairly

AnviOfVai · August 2017

Unfortuantly even when trying to make our voices heard we are silenced, This was shown when those two forums were posted to general and then were instantly transfered here so no one in general could see it. Im still peeved off about this, and no one will own up to the other... shocker.

Hallothiel · August 2017

My email back from Playstation support was very apologetic about how this wasn't something their dept dealt with, it was marketing decision and that they could not give any contact details.

Bit useless but points for being so apologetic. Still want the marketing contact details though.

Thinking about this case, plus the lack of discount in the Asian store, I cannot help but think that Zos might be right about this being a Playstation issue as I cannot see why Zos would not want as many people to have the discount as possible as it would encourage spending in the crown store. But if that is the case they need to be very clear about it NOT being under their control.

But the main thing is how badly this has been handled, and the subsequent loss of income to both companies.

Hallothiel · August 2017

@peda
Have you got a reply from marketing yet?

Just re-reading through the emails & saw you had a contact - will annoy them myself this afternoon.....

I know some may think us foolish for going on about this, but it's the kind of thing that really pisses me off - along with how most will just sit there & accept it & say 'well what can you do?'.......

peda · August 2017

@Hallothiel I just found a contact email on pressxtra.net or their parent company, found by trawling that site.

I totally agree that it feels like too many people just shrug and say "what you gonna do" which trivialises the efforts made by those who won't stand for such flagrant disregard of customer care. And the hurdles they put up to bury or subvert any attempt from customers to give feedback is such an obvious corporate mechanism, not in any way user friendly or consumer minded.

If big companies want to show that they care about the communities built under their products, then they need to stop passing the blame, and stop discriminating certain sections of their community (especially as they're doing it without reason)

This matters because we care about ESO and ZOS, and want to support them, and continue to enjoy their products. The handling of the crown sale by the game's publisher and the retailer's marketing has ruined this feeling for me. I can see that they just don't care about the little guy. They don't want anything to do with us and they refuse to hear us.

peda · August 2017

Still no word back from contact with SCEE/SCEUK's marketing or ZOS (hopefully still talking to their partners who create the discount on the store) about the discount change.
UK PS4 players still the only group of players not benefiting from a 40% discount in the crown sale.
Thanks to the first screw up with the promotion, there is still over a day left of the sale for us, but it is still 11% less of a discount. Still not bought crowns, as we wait for word back from whoever messed up the sale to begin with, or whoever decided to pick on our particular community to be short changed in the sale.

Come on @ZOS_JessicaFolsom, we depend on your help, and are quite clear about what we want to know. Many users affected and understandably disappointed. As end-users we have been unable to find anything close to a helpful answer, and ZOS's ability to contact their partners is our only hope, with the ZOS teams on the forums as our only useful conduit.

Xavium · August 2017

Appreciate the work you are putting in Peda, just in case you haven't seen it, the sale has now been extended to tomorrow @ 12.59am. Have you had any further word back from them?

peda · August 2017

Xavium wrote: »

Appreciate the work you are putting in Peda, just in case you haven't seen it, the sale has now been extended to tomorrow @ 12.59am. Have you had any further word back from them?

Zero word back from any party.

Looks like the consumer loses again. Absolutely as planned by Sony and ZOS. There was an obvious injustice here within their ESO community, and being the only ones with power in this situation they just sat back and did nothing. Yes, they worked on the issue of the sale not starting on time, and we appreciate the sale actually happening, but it's a combination of how PS4 UK users were exclusively given the short straw and they just couldn't care about what we had to say.

Preparing to be let down again by both ZOS and Sony in future when it comes to this game.

AnviOfVai · August 2017

peda wrote: »

Xavium wrote: »

Appreciate the work you are putting in Peda, just in case you haven't seen it, the sale has now been extended to tomorrow @ 12.59am. Have you had any further word back from them?

Zero word back from any party.

Looks like the consumer loses again. Absolutely as planned by Sony and ZOS. There was an obvious injustice here within their ESO community, and being the only ones with power in this situation they just sat back and did nothing. Yes, they worked on the issue of the sale not starting on time, and we appreciate the sale actually happening, but it's a combination of how PS4 UK users were exclusively given the short straw and they just couldn't care about what we had to say.

Preparing to be let down again by both ZOS and Sony in future when it comes to this game.

Well I did not buy any crowns and lucky for me Destiny 2 is being released next week so ESO can go back on the shelf.

montyake · August 2017

AnviOfVai wrote: »

peda wrote: »

Xavium wrote: »

Appreciate the work you are putting in Peda, just in case you haven't seen it, the sale has now been extended to tomorrow @ 12.59am. Have you had any further word back from them?

Zero word back from any party.

Looks like the consumer loses again. Absolutely as planned by Sony and ZOS. There was an obvious injustice here within their ESO community, and being the only ones with power in this situation they just sat back and did nothing. Yes, they worked on the issue of the sale not starting on time, and we appreciate the sale actually happening, but it's a combination of how PS4 UK users were exclusively given the short straw and they just couldn't care about what we had to say.

Preparing to be let down again by both ZOS and Sony in future when it comes to this game.

Well I did not buy any crowns and lucky for me Destiny 2 is being released next week so ESO can go back on the shelf.

I also did not buy any crowns. Thoroughly disappointed in ZOS.