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

DoctorESO · May 2018

Blutengel wrote: »

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.

I wonder why they made this change this year. Why make things complicated?

Troneon · May 2018

I got my codes from Greenmangaming on 28th March after pre ordering digital collectors.

Got most of my rewards and access to Morrowind right away and the rest I got yesterday when Summerset unlocked soon as I logged in.

I stay away from big retailers myself. Never had good experiences with them since the 90's.

grizzledcroc · May 2018

Ok so I sent a link to the site and a copy and past from the eso page describing the pre order and they gave me the code . They just need to see proof of the pre order I guess.

Knootewoot · May 2018

In my pe-order mail it said the preorder code is in the box. Well, it wasn't. I heard many people who pre-ordered the physical CE didn't het the pre-order code.

I put in the Summerset code 2 days before the launch, I expected the code would recognize this as a pre-order (else it isn't possible to have a code right?) and auto give the pre-order bonusses.

Oh well, it's just a mount. I will also make a ticket for @Zos though. You never know what would be in that crate.

DoctorESO · May 2018

Knootewoot wrote: »

In my pe-order mail it said the preorder code is in the box. Well, it wasn't. I heard many people who pre-ordered the physical CE didn't het the pre-order code.

I put in the Summerset code 2 days before the launch, I expected the code would recognize this as a pre-order (else it isn't possible to have a code right?) and auto give the pre-order bonusses.

Oh well, it's just a mount. I will also make a ticket for @Zos though. You never know what would be in that crate.

That crate contains the Radiant Apex mount for some.

ThumbtackJake · May 2018

@ZOS_GinaBruno Do you guys have any information on this? Been well over 24 hours since I put in my ticket, and like I said I understand it's launch week so support is getting slammed I'm sure. Still, with others saying they're having issues with other retailers as well, it'd be nice if we could get a heads up about what's going on and if there's anything that can be done (either go through support with receipts to get the stuff, or nothing and just get over it and move on).

Stewart1874 · May 2018

Not getting a response on this from ZOS seems to fit their approach to dealing with negative consumer feedback. Ignore it and hope it goes away.

Pretty *** but hardly surprising.

ThumbtackJake · May 2018

Stewart1874 wrote: »

Not getting a response on this from ZOS seems to fit their approach to dealing with negative consumer feedback. Ignore it and hope it goes away.

Pretty *** but hardly surprising.

I've never had an issue like this before, at least not with ZOS/ESO. So this is my first time going through support. I got my pre-order stuff with Morrowind, but it wasn't the physical edition either. Hopefully it's not just ignored. Like I said, I'd love a response, even if it's just, "Hey sorry you guys are having issues with the pre-order items, but there's nothing we can do. Sorry." At least then it puts an end to it.

DMuehlhausen · May 2018

sjaeger172004rwb17_ESO wrote: »

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

Fail post, as Bethesda doesn't have anything to do with the game.

Taysa · May 2018

If people are reporting this issue from different retailers around the world, it seems pretty obvious this is a ZoS failure.

Best Buy, Newegg, Amazon, Gamestop all giving the same story doesn't seem like it's a coincidence.

ThumbtackJake · May 2018

Taysa wrote: »

If people are reporting this issue from different retailers around the world, it seems pretty obvious this is a ZoS failure.

Best Buy, Newegg, Amazon, Gamestop all giving the same story doesn't seem like it's a coincidence.

That or just certain locations are clueless. Maybe a little of both. Kind of a bummer. Been almost two days now and my ticket is "Waiting on agent" still.

NewBlacksmurf · May 2018

Well i purchased the digital CE that includes both chapters and the 4 DLC in April

Guess what I still don’t have after two tickets and multiple emails....Summerset Chapter access

$80 for half of what i ordered it for

ThumbtackJake · May 2018

NewBlacksmurf wrote: »

Well i purchased the digital CE that includes both chapters and the 4 DLC in April

Guess what I still don’t have after two tickets and multiple emails....Summerset Chapter access

$80 for half of what i ordered it for

Oh damn, that's rough. If you don't mind me asking, who did you order it through?

ThumbtackJake · May 2018

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

So... my ticket got answered. Pretty pissed off about it. GameStop said they have no idea and that they didn't receive any codes. This is ridiculous. @ZOS_GinaBruno Anything from you guys at all? I know for a fact I'm not the only one having this issue.

ThumbtackJake · May 2018

Just called ANOTHER GameStop location. The guy said the same exact thing. We didn't hand out any codes for any ESO preorders, and if they were supposed to, they didn't get any.

M_Taylor40 · May 2018

Just wanted to say I ordered the physical CE from Game UK and got my pre-order codes emailed from Game on the 21st, the only code in the box was for Summerset itself. I got 2 separate emails as Game was doing an additional pre-order mount from what I remember.

Definitely sounds like someone has forgotten to send out the codes to all the retailers as this doesn't seem to be an isolated incident.

Hope you guys get sorted and get your pre-order codes!

M_Taylor40

ThumbtackJake · May 2018

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.

Heres the one from 'B'

Greetings!

Thank you for contacting The Elder Scrolls Online Team. My name is B and I'd be more than happy to assist you with your issue today!

I understand you're having issues with the Queen's Bounty Pack. In order for us to further investigate the issue for you, please provide proof of purchase.

When we ask for proof of purchase, we require a receipt, invoice, or screenshot showing the product transaction.

Your proof of purchase must include all information listed below to ensure we can verify your purchases with other retailers.

Your proof of purchase must include the following:
•Product name
•Date of purchase
•Purchase amount
•In the case of a digital purchase, the identity of the purchaser as detailed below

For games, game time cards, and other items purchased at a retail store, we need a picture of the receipt and a picture of the item purchased. In the case of game time cards, we need images of the front and back of the card.

Thank you for your continued interest and support!

Heres the response from 'J' after I send my stuff:

Hello again!

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

If you do not get a secondary Code for the Bounty Pack items, we suggest that you to try again talking to the merchant and send this official article link: https://help.elderscrollsonline.com/app/answers/detail/a_id/41396
The way that codes are distributed for Physical editions varies slightly between North American and EU copies. For North American copies, the box contains one code which includes Base Game + Summerset, and the retailer provides a separate code (usually on a receipt) which contains the Queen's Bounty Pack and the Nightmare Senche. For EU copies, the code in the box includes Base Game + Summerset + Queen's Bounty, and a separate code (usually on the receipt) for the Nightmare Senche.
Some retailers may send this code via email!
In both instances, the retailer should have distributed a code, but how the code was distributed may change from retailer to retailer. It may be on the receipt, sent by email, or obtained by logging into an account.
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!

Thank you for your continued interest and support!

mihaiisraging · May 2018

Such a fail...in the same boat here

Dark_Lord_Kuro · May 2018

Hopefully it will get fixed by console realese

DoctorESO · May 2018

This qualifies for "epic fail" status.

Tasear · May 2018

ThumbtackJake wrote: »

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.

This why..we make jokes about customer service. Something is wrong with the system.

DoctorESO · May 2018

Tasear wrote: »

ThumbtackJake wrote: »

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.

This why..we make jokes about customer service. Something is wrong with the system.

Indeed. Very, VERY wrong.

OtarTheMad · May 2018

https://forums.elderscrollsonline.com/en/discussion/403764/summerset-isles-morrowind-pre-order-not-showing-up/p2

ThumbtackJake · May 2018

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.

Abelon · May 2018

I have no idea what is going on.

Why would you guys need to go and separate everything into multiple keys? Just, why?

I received everything except for the Senche despite getting a single key. So obviously the whole "there are multiple keys and your retailer was supposed to provide 2 is nonsense." I contacted the retailer, they have no idea what is going on, first they said that no additional content was even included in the key, then when I told them that I did, in fact, get bonus content (bounty pack) just as I was supposed to, they said they did not receive multiple keys for anything.

I already said it in the technical support section and I will say it again. This is nonsense. Just give us all the missing content and be done with it.

Maybe in the future put everything into a single key, if you cannot manage 2 of those. Make your own job easier.

Blutengel · May 2018

It took Three days but ZOS finally got my items to me after a few back and forth messages and proof of purchase. I'm sure they were slammed hard this week with tickets.

starkerealm · May 2018

ThumbtackJake wrote: »

Taysa wrote: »

If people are reporting this issue from different retailers around the world, it seems pretty obvious this is a ZoS failure.

Best Buy, Newegg, Amazon, Gamestop all giving the same story doesn't seem like it's a coincidence.

That or just certain locations are clueless. Maybe a little of both. Kind of a bummer. Been almost two days now and my ticket is "Waiting on agent" still.

From what I've managed to tease out of CS, the CEs were supposed to have two codes. One for the bounty pack, and one for the game and CE bonuses. I'm guessing this is because the preorder bonuses technically continue to exist for the CE. However, for whatever reason, those codes weren't included in the case. Probably the same story for the initial print run of normal disks as well.

I'm guessing, but it sounds like the code distribution channels got completely scrambled, so retailers were supposed to get keys, but they didn't, because those keys were supposed to be in the box, except they weren't, because those keys were supposed to be sent to the retailers.

DoctorESO · May 2018

starkerealm wrote: »

ThumbtackJake wrote: »

Taysa wrote: »

If people are reporting this issue from different retailers around the world, it seems pretty obvious this is a ZoS failure.

Best Buy, Newegg, Amazon, Gamestop all giving the same story doesn't seem like it's a coincidence.

That or just certain locations are clueless. Maybe a little of both. Kind of a bummer. Been almost two days now and my ticket is "Waiting on agent" still.

From what I've managed to tease out of CS, the CEs were supposed to have two codes. One for the bounty pack, and one for the game and CE bonuses. I'm guessing this is because the preorder bonuses technically continue to exist for the CE. However, for whatever reason, those codes weren't included in the case. Probably the same story for the initial print run of normal disks as well.

I'm guessing, but it sounds like the code distribution channels got completely scrambled, so retailers were supposed to get keys, but they didn't, because those keys were supposed to be in the box, except they weren't, because those keys were supposed to be sent to the retailers.

Someone must've killed the messenger carrying the codes, just like in that Skyrim quest where the messenger of orders is killed by the Last Dragonborn.

ThumbtackJake · June 2018

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.

DoctorESO · June 2018

ThumbtackJake wrote: »

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.

Do you feel brave enough to tell them that's not good enough of a response and you want to know why GameStop did not receive the codes from ZOS?