Canceling Physical Collectors Edition

IronMP5 · May 2018

I ordered the Physical CE (statue,book,map) in March from Amazon (which was one of the ways you could order it from the ESO website) and it says "Will be arriving May 29 - Jun 1" The order does not process until May 21 and takes about a week to ship. A forum post told me I could send a ticket to ESO about getting a temporary code to start playing Summerset on the 21st like what they did last time.

So.... yea, I'm gonna cancel my order for the physical CE and get the regular digital upgrade, it's unacceptable that I get to miss the first week of Summerset with my friends. Some of you might be thinking "It's just 8 to 10 days of waiting, can't you just be patient?" I dont want to miss the magic of exploring a new chapter for the first time with my friends, FRIENDS<-- if this was a single player game, I would not care, I would gladly wait like I have in the past when buying a CE of other single player games. The whole reason I play ESO is because of the co-op aspect of the game. If it wasn't for the great people I have met in game, I would have stopped playing ESO a long time ago. My friends keep me coming back...

"Please keep in mind that we do not have the ability to create a temporary code to gain access to Summerset."

Didn't you guys have that ability last time? What happened? Did you lose that ability? Did you guys forget how to do something you have already successfully done in the past? I'm sorry but... I'm disappointed in you.

Tandor · May 2018

There's never been any indication so far as I am aware that ZOS were going to repeat the previous practice with Morrowind of accepting scanned store receipts as proof of purchase so that the chapter could be activated before you received the hard copy. When that was raised they stated here as I recall that they were instead aiming to get the hard copies into shops in time to be distributed for early access. That has happened with Game in the UK who confirmed to me on Saturday that they had the hard copies in stock for tomorrow. With Amazon there's obviously the problem of delivery and which delivery option you go for as well as (in the UK at least, no idea about elsewhere) you subscribe to Amazon Prime for e.g. next day delivery.

I suggest you put in a ticket and/or PM one of the community staff and explain the issue. They may be able to work around it and if not then at least they'll have been notified that the system isn't working this time.

IronMP5 · May 2018

Tandor wrote: »

There's never been any indication so far as I am aware that ZOS were going to repeat the previous practice with Morrowind of accepting scanned store receipts as proof of purchase so that the chapter could be activated before you received the hard copy. When that was raised they stated here as I recall that they were instead aiming to get the hard copies into shops in time to be distributed for early access. That has happened with Game in the UK who confirmed to me on Saturday that they had the hard copies in stock for tomorrow. With Amazon there's obviously the problem of delivery and which delivery option you go for as well as (in the UK at least, no idea about elsewhere) you subscribe to Amazon Prime for e.g. next day delivery.

I suggest you put in a ticket and/or PM one of the community staff and explain the issue. They may be able to work around it and if not then at least they'll have been notified that the system isn't working this time.

I called GameStop (U.S.) as soon as the Physical CE was announced and they said that they will not be selling it in store. I called just now to double check and they said that they will now be selling the CE but only on June 5th...

Like I said, I saw a forum post saying that they put in a ticket for a code and they got one for Summerset (maybe they were just lying) so I tried it. I put in a ticket and got the response from my original post.

Tandor · May 2018

IronMP5 wrote: »

Tandor wrote: »

There's never been any indication so far as I am aware that ZOS were going to repeat the previous practice with Morrowind of accepting scanned store receipts as proof of purchase so that the chapter could be activated before you received the hard copy. When that was raised they stated here as I recall that they were instead aiming to get the hard copies into shops in time to be distributed for early access. That has happened with Game in the UK who confirmed to me on Saturday that they had the hard copies in stock for tomorrow. With Amazon there's obviously the problem of delivery and which delivery option you go for as well as (in the UK at least, no idea about elsewhere) you subscribe to Amazon Prime for e.g. next day delivery.

I suggest you put in a ticket and/or PM one of the community staff and explain the issue. They may be able to work around it and if not then at least they'll have been notified that the system isn't working this time.

I called GameStop (U.S.) as soon as the Physical CE was announced and they said that they will not be selling it in store. I called just now to double check and they said that they will now be selling the CE but only on June 5th...

Like I said, I saw a forum post saying that they put in a ticket for a code and they got one for Summerset (maybe they were just lying) so I tried it. I put in a ticket and got the response from my original post.

Fair enough if the forum post was from a player, I've certainly seen no announcement or forum post from ZOS beyond the initial post indicating they would be doing it differently this time.

Aimora · May 2018

I got this response too - which is a shame as they were able to do it last year - Gina said they were looking into a solution, but as yet there hasn’t been an indication that one was found

Firemantim · May 2018

Talk to Amazon support, especially if you're a prime member. I talked to them today because it still has not shipped and they said they bumped up the shipping speed (for free) to arrive tomorrow. Guess only time will tell.

evildemoncat · May 2018

I'm on contact with Amazon's service right now, mine says "email when this come available" Even though I have an invoice. >.>

--EDC

Nebthet78 · May 2018

@ZOS_GinaBruno @ZOS_RichLambert

Something really needs to be done about this. People who are purchasing the Physical CE are paying a premium for this game and you should have had something in place to give early access like you did with Morrowind. This needs to be taken care of asap!!

For Canadians who ordered from Amazon.ca the game won't even be shipped until May 22nd because it is a stat holiday for us, so our postal services are closed. We don't have regular weekend shipping like the USA either.
These should have been at these shipping centres and mailed out to customers last week so we had them in time for launch.

How are you going to make it up to these people??!?

mesmerizedish · May 2018

Gina has already posted that they're working on a solution for just this issue:

ZOS_GinaBruno wrote: »

Alarra wrote: »

ManwithBeard9 wrote: »

ZOS_GinaBruno wrote: »

Maintenance on Monday will begin at 4am EDT, and we hope to have everything wrapped up later that morning. We'll keep you all updated as we can.

Yeah but can the people that ordered the physical edition get into Summerset on Monday before the mail gets delivered?

+1 to this question. Hoping it’ll be like Morrowind where we send proof of preorder to get access, ‘cause if mine arrives unusually late in the evening like my Morrowind one did, I will be very sad if I can’t play it during the day (especially after taking off work).

We're working on a solution for this, in the event you don't receive the Physical CE in time for launch.

Sovjet · May 2018

Well that's sad, hope it will arrive soon for ya all!

Rain_Greyraven · May 2018

Prime member...I'm getting my CE tomorrow.....I guess I'm lucky Iv'e never had a single issue with Amazon

lordspyder · May 2018

Yeah, I preordered mine from Amazon, it's already been shipped and is going to arrive tomorrow.

evildemoncat · May 2018

I'm beginning to wonder if Amazon oversold them and I got screwed. >.>

--EDC

MLGProPlayer · May 2018

This is why I haven't bought a physical copy of a game since 2007.

I get this is the CE though, and ZOS should really ensure that the customers paying for the most expensive version of the game get access to it on time. It's basic customer service...

DoctorESO · May 2018

My rating of how ZOS is handling this:

Katahdin · May 2018

mesmerizedish wrote: »

Gina has already posted that they're working on a solution for just this issue:

ZOS_GinaBruno wrote: »

Alarra wrote: »

ManwithBeard9 wrote: »

ZOS_GinaBruno wrote: »

Maintenance on Monday will begin at 4am EDT, and we hope to have everything wrapped up later that morning. We'll keep you all updated as we can.

Yeah but can the people that ordered the physical edition get into Summerset on Monday before the mail gets delivered?

+1 to this question. Hoping it’ll be like Morrowind where we send proof of preorder to get access, ‘cause if mine arrives unusually late in the evening like my Morrowind one did, I will be very sad if I can’t play it during the day (especially after taking off work).

We're working on a solution for this, in the event you don't receive the Physical CE in time for launch.

Yea they are "working on it". However its too damn late now.

I also contacted ESO support and was told we cant give it to you without the code.

IF I had the DAMN CODE, I would not need to contact you right? You idiots.

WHY did they lie to us and tell us we could have early access for a pre-order when they had absolutley no intention of honoring that. It was advertised as such, this is blantant false advertsing and an absolute horrible way to treat your customers. I remember they also got Amazon and other retailer to ship early so it would be there in time.

Its unbelievable to me that they somehow "forgot" how to do this just one year later

ManwithBeard9 · May 2018

MLGProPlayer wrote: »

This is why I haven't bought a physical copy of a game since 2007.

I get this is the CE though, and ZOS should really ensure that the customers paying for the most expensive version of the game get access to it on time. It's basic customer service...

Im paying more for the added stuff as opposed to just the game. Same reason why I bought the collectors edition for Morrowind, I want the extra stuff.

evildemoncat · May 2018

They also need to update their sale page on this site. The Amazon link for the physical CE leads to the list of Elder Scrolls Online stuff they sell, not the item page. The item page has it listed as "unavailable." My order has no delivery date, only that I will be notified when they get one. Not a happy camper atm.

--EDC

DanteYoda · May 2018

Don't buy retail...

And retail wonders why it is dying to digital shopping...

Funnily i bought digital because it was cheaper at Zos than retail...

Diora · May 2018

Check your email. i got one from Amazon today with the code in it. package is due to arrive tomorrow by 8 pm.

Aca2017 · May 2018

Yeah, my physical collector's edition shipped (pre-ordered back in March, which is maybe why I am receiving a copy), tracking indicates scheduled delivery on 2018/05/21, and I just received an automated email from Amazon containing a promotional code which, when redeemed, awarded me a Nightmare Senche Mount and Queen's Bounty Pack.

I rant about the ridiculousness of a policy of automated delivery of "pre-order" promotional codes less than 24 hours before physical release in this thread.

Doing things this way tends to negate the whole concept of pre-orders. If you are going to blow people off literally for months, just award the items when the game code from the physical release is redeemed. And if it is your intent to reward pre-orders, and mechanisms exist to automate the delivery of promotional codes as a benefit to pre-ordering, use those mechanisms in a timely fashion (i.e. synchronously with receipt of each pre-order).