GameStop said they recieved no Pre-Order bonus codes (My Journey With Support)

ThumbtackJake · May 2018

So, there's that. Now that's just my local one, so dude could be full of ***. But I checked my original receipt and order slip, checked my email, checked the UPS slip in the box, looked through the CE box, and I've found nothing. I mean, it's not a HUGE deal, just a mount and a crate and what have you, but gosh-darnit, I want it! I assume opening a ticket is the way to go? The picture below is the only thing I have ever received with a code on it, and no issue with those CE items. Never got any of the pre-purchase items.

Update 1:
Got my ticket answered...
Hello!

Thank you for contacting The Elder Scrolls Online Team. My name is BLAHBLAHBLAH, and it's my pleasure to assist you today.

We appreciate you providing a ticket about your issue, my friend. However, you will need to contact your retailer to find out where you should look for your code. If you have any further questions or concerns about anything we support please feel free to contact us back. We would be more than happy to further assist you with your matter!

I'll go ahead and close your ticket for you but please don't hesitate to reach out to us again if you have any future issues or questions. We'd be happy to help you

Thank you for your continued interest and support!

Warm Regards,
BLAHBLAHBLAH

Update 2:
Okay so I'm lost now...

I responded saying look I called numerous locations, they all say they have no idea. So I got a response back from a DIFFERENT support agent (lets call her 'B' ) saying hey we'd love to help, send us pictures of your slips and receipts and we can get you that bounty pack. So I do it. I then get a response back from the ORIGINAL support member (lets call her 'J' ) saying I need to call the retailer again...

Why am I getting two different responses from two different agents?

Been playing since beta with no issues with any purchase like this before. This has been an AWFUL first experience with support.

Update 3:
Got a response from a 'N' now.

Hey there!

Thank you for contacting The Elder Scrolls Online Team. My name is N, and I'll be more then happy to take a look into this ticket for you today. I was reading through the ticket and saw that you were having some trouble with the pre order items not being added to your account.

I know this can be quite frustrating to deal with, but we will be more than happy to work on getting this fixed up for you. While looking through the account we were able to see that the nightmare senche was suppose to be added to your account, so we got it added our selves since it was suppose to be included with the games code.

For the Queen's bounty pack though, this was suppose to be a separate code provided by the retailers. Since the account doesn't have it added then I will be sending your ticket to a specialized team so they can further assist you in this matter. Please note that this is not a guarantee that your request will be fulfilled. They'll be in contact with you shortly, we appreciate your patience!

Thank you for your continued interest and support!

So I was supposed to get the Senche and he fixed that. Awesome. A step in the right direction. Now he's saying the Queens Bounty Pack was indeed a separate code to be provided by the retailers. The 4 GameStops I've called all told me the same thing, they received no codes to give out. So someone somewhere dropped the ball. I'm currently waiting on a "specialized team" (whatever that is) to see if they can do anything, but it's been over 24 hours. So we'll see.

Update 4:

I just wanted to give a final update. After three or so days of waiting for the "special team" they finally got back to me and I received the Queens Bounty pack. The message is as follows:

Greetings,

Thank you for your patience while we researched this issue. We have now been able to add the Queen's Bounty pack on to your account. Your bonus items will be available when you next log in.

Warm Regards,
The Elder Scrolls Online Team

Nothing about what may have happened with GameStop not getting the codes or anything. Would like to have known what happened there, but don't want to argue the issue anymore.

So for those of you still having issues receiving your items, just stick to it and be persistent.

sjaeger172004rwb17_ESO · May 2018

And Bethesda Customer service promised to fix it up so I could get a mount just email receipt and username and the next agent said go to retailer and closed case.

And this is the treatment for preordering the most expensive version of the game. Game retailer has stated Bethesda has given them no preorder codes.

Bethesda should have added it on the same code paper as the game code for collectors edition and have a end time that you had to enter it by.

FAIL BETHESDA

DoctorESO · May 2018

Double thumbs down for ZOS.

grizzledcroc · May 2018

Idk what to do , I emailed amazon and they said they need additional info about the offer. Im like what else is there? Its a pre order bonus and I didnt get it.

sjaeger172004rwb17_ESO · May 2018

Looks like ZOS are ripping off their loyal fan base

ThumbtackJake · May 2018

sjaeger172004rwb17_ESO wrote: »

Looks like ZOS are ripping off their loyal fan base

Well I'm not gonna go that far. Could be an issue with the retailers. And like I said, that was just my local GameStop, and to be fair, they general know next to nothing. That being said, I do wish the CE code would have at least given me the rest of the standard edition items (Court, and whatever else there was).

Umariel · May 2018

Same situation with Newegg..

Come on ZOS, if you are going to do a physical launch for the game, don't make it second tier to the digital release.

Still have no response to my ticket filed at launch time.

grizzledcroc · May 2018

We need to keep this bumped

Crowskee333 · May 2018

Umariel wrote: »

Same situation with Newegg..

Come on ZOS, if you are going to do a physical launch for the game, don't make it second tier to the digital release.

Still have no response to my ticket filed at launch time.

I also preordered from Newegg and they told me 3-7 days before they will know if they can even give me a solution or not. Idk how there is such an issue with these codes. If I get any resolution from them ill be sure to let you know and if you could do the same would be much appreciated!

lordspyder · May 2018

I preoredered through Amazon and they emailed me the code to get the preorder goodies last night.

Blutengel · May 2018

Same issue here. Ordered last month got everything but the pre order items. I submitted a ticket to zos and called bestbuy... Best buy knows nothing..

Umariel · May 2018

Crowskee333 wrote: »

I also preordered from Newegg and they told me 3-7 days before they will know if they can even give me a solution or not. Idk how there is such an issue with these codes. If I get any resolution from them ill be sure to let you know and if you could do the same would be much appreciated!

Will do. I would also submit a ticket if I were you. Unfortunate we even have to do this.

Very evident from all of the retailers responses that ZOS definitely dropped the ball on physical pre-order code fulfillment to retailers...

Beardimus · May 2018

It's a vendor issue in the first instance. Go to the place of purchase, show via the website what you should have got. As then to refund. If they won't act then go via credit card payment as you paid for something you didn't get.

starkerealm · May 2018

ThumbtackJake wrote: »

So, there's that. Now that's just my local one, so dude could be full of ***.

Honestly, if it was just you, my first thought would be that Gamestop was gutting boxes again.

ThumbtackJake · May 2018

starkerealm wrote: »

ThumbtackJake wrote: »

So, there's that. Now that's just my local one, so dude could be full of ***.

Honestly, if it was just you, my first thought would be that Gamestop was gutting boxes again.

Possible I suppose. But with others having issues with other retailers, and others (most?) not, I'm guessing it's just a case by case sort of deal. My best guess is some retailer locations/employees just have no idea. I would have assumed it would have been an automated thing that just came printed off on your receipt, but I'm holding mine and there's no code on it. But I also paid it in full, so maybe that was an issue, perhaps GameStop didn't count it as a pre-order since it was immediately fully purchased?

antoniotf5 · May 2018

i wrote a support ticket to ZO$, still waiting for the response. Meanwhile, amazon customer support told me they don't know anything about pre-order bonus codes, but they are still looking into it, and i appreciate that.
Looks like this was a management issue on ZO$'s part, at least for the European release, since the North American one apparently has no issues.

ThumbtackJake · May 2018

antoniotf5 wrote: »

i wrote a support ticket to ZO$, still waiting for the response.

Same. They're closed for another 4 hours give or take I believe, and I'm sure they're gonna be slammed since it's launch day. Will update though when I get a response.

Dimentiza · May 2018

Picked up my physical collector's edition from Gamestop yesterday and there was no code for the mount. Pretty miffed because of the price I paid for all the goodies and ended up missing one.

silent1fdb14_ESO · May 2018

At least you got your game, Amazon is apparently incapable of fulfilling pre-orders made months ago.

Bhaal5 · May 2018

The code could just be stuck in a " unusually long load screen"?

lardvader · May 2018

There were no special pre order code with Morrowind iirc. You just had to document the purchase with a copy of the receipt to ZoS.

I went digital this time around so not sure. Feel free to tell at me

Merlin13KAGL · May 2018

Here's a thought...why the hell do we have to wait for physical CE's anyway? It's not as if it gives you the ability to download the new content before it's even on the server, and it's not as if it's not been available on the PTS for a month prior to early access.

They've fumbled this whole thing pretty bad for the most expensive version of the game.

madchuska83 · May 2018

Go digital

Radinyn · May 2018

Is that this version that got -50% cost on the third day after annoucement? There was one, from gamestop i think.

Geekgirl · May 2018

I wonder if there's some sort of timing hiccup due to the fact that it's release on some platforms isn't until June?

Typically I have had nothing but good experiences with pre-orders from both Game Stop and Amazon; with Amazon I often receive everything the night before release.

I am not making any assumptions about anyone here or your processes; but have you all checked spam e-mail? Sometimes extra content (codes or whatnot) will be sent separately and I have found that for some reason, sometimes, these messages end up in spam -- no idea why.

starkerealm · May 2018

ThumbtackJake wrote: »

starkerealm wrote: »

ThumbtackJake wrote: »

So, there's that. Now that's just my local one, so dude could be full of ***.

Honestly, if it was just you, my first thought would be that Gamestop was gutting boxes again.

Possible I suppose. But with others having issues with other retailers, and others (most?) not, I'm guessing it's just a case by case sort of deal. My best guess is some retailer locations/employees just have no idea. I would have assumed it would have been an automated thing that just came printed off on your receipt, but I'm holding mine and there's no code on it. But I also paid it in full, so maybe that was an issue, perhaps GameStop didn't count it as a pre-order since it was immediately fully purchased?

Yeah, like I said, "if it was only you." In this case it looks like something got derped up somewhere in the supply chain.

starkerealm · May 2018

Merlin13KAGL wrote: »

They've fumbled this whole thing pretty bad for the most expensive version of the game.

I kinda wonder if this is affecting all physical preorders, or just the CE.

ThumbtackJake · May 2018

Been 18 hours, no ticket response yet. Hopefully I hear back soon, I know they're getting slammed though.

Someone in zone chat who also is having the same issue suggested that perhaps codes would be sent/items received when the game goes live for everyone on the 5th. Any thoughts or info on this? Would love to get a response from ZOS, even if it's just, "Hey yeah, retailers have been dropping the ball on the pre-order codes, you guys are just SOL."

Firemantim · May 2018

lardvader wrote: »

There were no special pre order code with Morrowind iirc. You just had to document the purchase with a copy of the receipt to ZoS.

I went digital this time around so not sure. Feel free to tell at me

I believe the pre-order incentives were actually included on the CE code. I only bought the Morrowind CE last month and got the "pre-order" bonuses too.

Blutengel · May 2018

Firemantim wrote: »

lardvader wrote: »

There were no special pre order code with Morrowind iirc. You just had to document the purchase with a copy of the receipt to ZoS.

I went digital this time around so not sure. Feel free to tell at me

I believe the pre-order incentives were actually included on the CE code. I only bought the Morrowind CE last month and got the "pre-order" bonuses too.

That was true with Morrowind and it work well..but summerset CE code is just the CE items and not any of the pre-order items at all.

Korah_Eaglecry · May 2018

silent1fdb14_ESO wrote: »

At least you got your game, Amazon is apparently incapable of fulfilling pre-orders made months ago.

This has got me really worried as Im on console and I went through Amazon the very night of the announcement to pre-order this.