Zenimax and Amazon dropped the ball.

Sparechange49 · April 2014

I don't want a "make good" offer, I want the collector's edition I ordered two months ago.

Kaotikus · April 2014

I have been having the exact same issue, and just got off of an hour-long phone call with an Amazon call center supervisor that, while it didn't have the perfect resolution, had one that is at least workable to me.

He could not give me an estimated delivery date for my physical Imperial Edition, but I was able to talk him into giving me an $80 credit which I was able to use to purchase the digital Imperial edition from Amazon. I have not yet checked to confirm that I still have my pre-order bonuses in-game, but I would hope that they are.

I did leave my physical Imperial Edition pre-order in place, since I do still want to receive it. Hopefully this resolution may help some of you as well.

CaptainCoconut · April 2014

Can we please get a straight answer on whether or not the CEs were oversold? I don't care if ZOS oversold them to Amazon, or Amazon oversold them to us, but I would really like to know if everyone will be receiving their order.

damien.vandermeulenrwb17_ESO · April 2014

There's alot of hate towards ZOS on here at the moment. Let's take a step back and look at this logically. Your local <insert game store chain name> store has sold you a pre-order on Imperial Edition. They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?

ZOS, because the store oversold their allotment? No. Stop blaming ZOS for issues that aren't theirs. The fault lays with Amazon. If they are still advertising physical copies then it is pretty obvious that ZOS can't be blamed for it.

To be honest, I don't know why people actually thought there would be physical copies available a month after they became available, when it was pretty well plastered everywhere that everywhere was sold out. I was lucky enough that I was at work when the announcement came out, and went over to my local <insert game store chain name> here, and was one of the first to put down a preorder on the Imperial edition. Damn the box is huge.

randolphbenoit · April 2014

Indrae wrote: »

At this point, I'm more concerned about being able to keep the pre-order bonuses than whether or not I ever receive a box.

I would not worry about that as beta items are tagged to your ESO account. we not losing accounts just be locked out until we either get ours codes or buy another copy or subscription. As for the EI items that is code on a card in the box. only issue i have is losing after buying something so 30 days paly ends up like 25

Reignskream · April 2014

damien.vandermeulenrwb17_ESO wrote: »

There's alot of hate towards ZOS on here at the moment. Let's take a step back and look at this logically. Your local <insert game store chain name> store has sold you a pre-order on Imperial Edition. They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?

ZOS, because the store oversold their allotment? No. Stop blaming ZOS for issues that aren't theirs. The fault lays with Amazon. If they are still advertising physical copies then it is pretty obvious that ZOS can't be blamed for it.

To be honest, I don't know why people actually thought there would be physical copies available a month after they became available, when it was pretty well plastered everywhere that everywhere was sold out. I was lucky enough that I was at work when the announcement came out, and went over to my local <insert game store chain name> here, and was one of the first to put down a preorder on the Imperial edition. Damn the box is huge.

Thats clearly a miscommunication, and do you think zos would just leave a fan base in the dark like that?

Firedorn · April 2014

IMO - They should extend the pre-order grace period...there WILL be shipping clusterforks and releasing a game on a Friday will ensure that if there are...the soonest you'll get it is the next day, which happens to be a Monday in most delivery locations. We're not even given 1 business day grace period!

smxzjh · April 2014

Mine is 4/7 for 1-day-shipping. But not yet shipped now. I ordered during Jan. but reordered it and cancelled the old one on 2/25 since I want to use the 1day-locker-delivery. I don't mind waiting for 1 more day or so since I can do some preview for next week's classes. But I do mind that if mine is cancelled because of overestimated their inventory, then Amazon really need to give me a "gooooooooooood offer" to ease my anger. Alas, hope this issue can be resolved soon and hope those luck dogs have fun.

randolphbenoit · April 2014

ZOS saying they no idea what happening but sorry you can not play after sunday

Coyle · April 2014

fenris4024 wrote: »

I'd just love a CS response about the "If we cancel, do we lose our preorder bonuses, even IF we buy direct through ZOS" @ZOS_AlanG @ZOS_JessicaFolsom‌

Thanks.

I too would love to see an official answer on this. @ZOS_AlanG @ZOS_JessicaFolsom‌ , how about it? Can we keep those pre-order bonuses if we order a new digital copy through the online store? If we can I'll happily cancel the physical order and get the digital order. That seems to be a good way to keep the customers happy and also free up physical copies for others.

Etchesketch · April 2014

damien.vandermeulenrwb17_ESO wrote: »

They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?
.

Simple math... number 51 would not have been sold because he would not have the access code associated with the sale. Everyone that preordered got a came code provided to Amazon by Zenimax. for early access.

Cracks me up how this simple fact is lost on people.

ShadowOfOblivion · April 2014

Guys do not expect a resolution to this. I logged two tickets to get a solution so I can play the game until the physical copy is delivered to me (from amazon...but for 7-15 days due to my location). 5 days and I still have nothing and I even offered them to buy the game from them and then use the physical edition (IE) copy and move the money as subscription OR refund them...only got that I can refund them but if I do they are not sure what will happen with my progress....

The account support is MEH. The online support (@ZOS_AlanG, @ZOS_JasonL) seems to be able to push them a bit but this does not help much.

Reignskream · April 2014

Looks like ill be using that "make good" offer to buy WOWs new expac if this isnt resolved by sunday. Ill let it go until then considering i can play.

Kyosji · April 2014

Etchesketch wrote: »

damien.vandermeulenrwb17_ESO wrote: »

They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?
.

Simple math... number 51 would not have been sold because he would not have the access code associated with the sale. Everyone that preordered got a came code provided to Amazon by Zenimax. for early access.

Cracks me up how this simple fact is lost on people.

I think the point he was trying to make was that if Zeni told the store that they were only getting 50, and the store over sold to 51, it's the stores fault. That would be true. However, if Zeni said they were shipping the store 55, and then only send them 50 so the last 5 were out of luck, that would be Zeni's fault.

Indrae · April 2014

I did receive the early access code without any problems when I ordered it. Don't know whether to take that as a good sign or not.

Etchesketch · April 2014

Kyosji wrote: »

Etchesketch wrote: »

damien.vandermeulenrwb17_ESO wrote: »

They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?
.

Simple math... number 51 would not have been sold because he would not have the access code associated with the sale. Everyone that preordered got a came code provided to Amazon by Zenimax. for early access.

Cracks me up how this simple fact is lost on people.

I think the point he was trying to make was that if Zeni told the store that they were only getting 50, and the store over sold to 51, it's the stores fault. That would be true. However, if Zeni said they were shipping the store 55, and then only send them 50 so the last 5 were out of luck, that would be Zeni's fault.

Just wow.

Zenimax sent them 50 codes... not 51. If 51 got sold, that means Zen oversold, not Amazon, Amazon didn't make up the codes they sold.

StarlitVirus · April 2014

damien.vandermeulenrwb17_ESO wrote: »

There's alot of hate towards ZOS on here at the moment. Let's take a step back and look at this logically. Your local <insert game store chain name> store has sold you a pre-order on Imperial Edition. They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?

ZOS, because the store oversold their allotment? No. Stop blaming ZOS for issues that aren't theirs. The fault lays with Amazon. If they are still advertising physical copies then it is pretty obvious that ZOS can't be blamed for it.

To be honest, I don't know why people actually thought there would be physical copies available a month after they became available, when it was pretty well plastered everywhere that everywhere was sold out. I was lucky enough that I was at work when the announcement came out, and went over to my local <insert game store chain name> here, and was one of the first to put down a preorder on the Imperial edition. Damn the box is huge.

Don't do that. You are of no help on the matter with your comment. It's arrogant and rude, and Zenimax isn't going to give you an award for kissing their hind end. Trust that Amazon is getting it worse. The frustration is because there are very few answers; and it seems as though the people that are in charge are standing around pointing at each other as if to say, "they did it." People have been waiting very patiently in anticipation for this game to release and now that the day has come instead of opening a "huge" box (as you put it so arrogantly) we get to open an email from 7am telling us, oh sorry but "no soup for you."

CaptainCoconut · April 2014

StarlitVirus wrote: »

damien.vandermeulenrwb17_ESO wrote: »

There's alot of hate towards ZOS on here at the moment. Let's take a step back and look at this logically. Your local <insert game store chain name> store has sold you a pre-order on Imperial Edition. They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?

ZOS, because the store oversold their allotment? No. Stop blaming ZOS for issues that aren't theirs. The fault lays with Amazon. If they are still advertising physical copies then it is pretty obvious that ZOS can't be blamed for it.

To be honest, I don't know why people actually thought there would be physical copies available a month after they became available, when it was pretty well plastered everywhere that everywhere was sold out. I was lucky enough that I was at work when the announcement came out, and went over to my local <insert game store chain name> here, and was one of the first to put down a preorder on the Imperial edition. Damn the box is huge.

Don't do that. You are of no help on the matter with your comment. It's arrogant and rude, and Zenimax isn't going to give you an award for kissing their hind end. Trust that Amazon is getting it worse. The frustration is because there are very few answers; and it seems as though the people that are in charge are standing around pointing at each other as if to say, "they did it." People have been waiting very patiently in anticipation for this game to release and now that the day has come instead of opening a "huge" box (as you put it so arrogantly) we get to open an email from 7am telling us, oh sorry but "no soup for you."

Seriously, if there had been an explanation like three hours ago, I would've chalked it up to human error and moved on with my life. Now I'm just about ready to pack it up and go play EVE instead. And never use Amazon again.

Is a simple explanation too much to ask for?

Kyosji · April 2014

Etchesketch wrote: »

Kyosji wrote: »

Etchesketch wrote: »

damien.vandermeulenrwb17_ESO wrote: »

They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?
.

Simple math... number 51 would not have been sold because he would not have the access code associated with the sale. Everyone that preordered got a came code provided to Amazon by Zenimax. for early access.

Cracks me up how this simple fact is lost on people.

I think the point he was trying to make was that if Zeni told the store that they were only getting 50, and the store over sold to 51, it's the stores fault. That would be true. However, if Zeni said they were shipping the store 55, and then only send them 50 so the last 5 were out of luck, that would be Zeni's fault.

Just wow.

Zenimax sent them 50 codes... not 51. If 51 got sold, that means Zen oversold, not Amazon, Amazon didn't make up the codes they sold.

Um, no. Lets say Zenimax told a Gamestop, "Hey, you are only getting 50 copies of this game, no more!" And Gamestop goes ahead and sells more than what Zenimax told them they were getting, that would NOT be the fault of Zennimax, it would be Gamestops fault for selling more than what they were told they were getting.

How in heavens name would it be their fault that the retailer sold more then what Zenimax told them they were getting?

Also, I'm not taking a side in this argument, as I don't know how many Zeni told amazon they were getting vs what they sold, so it's sort of a witch hunt at this point without the complete story.

tryia3b14a_ESO · April 2014

This happened to me too. I was so happy about my Molag Bal statue, today I find out I might not even get it?

I made a huge mistake ordering from Amazon, I knew I should have went with Best Buy instead.

CapnBludd · April 2014

Kyosji wrote: »

Etchesketch wrote: »

damien.vandermeulenrwb17_ESO wrote: »

They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?
.

Simple math... number 51 would not have been sold because he would not have the access code associated with the sale. Everyone that preordered got a came code provided to Amazon by Zenimax. for early access.

Cracks me up how this simple fact is lost on people.

I think the point he was trying to make was that if Zeni told the store that they were only getting 50, and the store over sold to 51, it's the stores fault. That would be true. However, if Zeni said they were shipping the store 55, and then only send them 50 so the last 5 were out of luck, that would be Zeni's fault.

The thing is, if they were told they were getting 50, then they were given 50 codes. If zeni gave them 50 codes and only shipped them 30.......

Darrett · April 2014

There are two different codes. Preorder codes were unlimited; Zenimax generated however many Imperial Edition codes were ordered through Amazon, digital or physical makes no difference. Just because we got preorder codes doesn't mean they had enough physical editions to go around.

CaptainCoconut · April 2014

CapnBludd wrote: »

Kyosji wrote: »

Etchesketch wrote: »

damien.vandermeulenrwb17_ESO wrote: »

They were issued 50 pre orders, and you were the 51st person to pre-order. Therefore you aren't getting your preorder. Whose fault is it?
.

Simple math... number 51 would not have been sold because he would not have the access code associated with the sale. Everyone that preordered got a came code provided to Amazon by Zenimax. for early access.

Cracks me up how this simple fact is lost on people.

I think the point he was trying to make was that if Zeni told the store that they were only getting 50, and the store over sold to 51, it's the stores fault. That would be true. However, if Zeni said they were shipping the store 55, and then only send them 50 so the last 5 were out of luck, that would be Zeni's fault.

The thing is, if they were told they were getting 50, then they were given 50 codes. If zeni gave them 50 codes and only shipped them 30.......

The Early Access codes are completely separate from the boxes. I wouldn't be surprised if Amazon just pinged ZOS for a code every time a game was sold.

ChuiDuma · April 2014

StarlitVirus wrote: »

The frustration is because there are very few answers; and it seems as though the people that are in charge are standing around pointing at each other as if to say, "they did it." People have been waiting very patiently in anticipation for this game to release and now that the day has come instead of opening a "huge" box (as you put it so arrogantly) we get to open an email from 7am telling us, oh sorry but "no soup for you."

This. My biggest aggravation with this whole thing is no one will tell me whether or not I should even expect to get it from them. Should I be trying to get it somewhere else? Should I be waiting? If I did get it somewhere else would I be getting my pre-order only items still?

I do not know what to do, and neither Amazon nor ZOS is giving us actual answers. We have been patiently waiting and wondering, and the wondering with Amazon started at least a week ago (if not more) because they weren't updating their shipping info. Then we (presumably) all get emails saying it's been upgraded to release day shipping for no charge.

Then, the morning we are supposed to receive it, we get emails saying "too bad, not yet, and maybe never!"

And then you ask - and no one has an answer.

Edit: my ship date has been updated to April 8. That's a good sign, right?

Still doesn't stop be from being locked out of the game on Sunday. No one delivers on Sundays anyway, I don't even understand why Sunday was the chosen day, to be honest, unless it was to placate the people complaining about server downtimes during early access. ZOS, please don't lock me out because of a mistake someone else made! I've been loyal from the start.

Kyosji · April 2014

What the people above said. The early access codes aren't even in question here. They were simply used as advertising and they had unlimited codes. That's why any company you ad an issue with could simply get you another. There was no limit on them. They do it this way because ANYONE can cancel a preorder at any time. If someone cancelled their order and someone else bought their 'slot', then they wouldn't be given an access code at all.

Cutekhaos · April 2014

I pre ordered Feb 1, my status updated at 10:20 last night and my son is currently running around with Molag, so I would check your account again, and call them.

carazvaneb17_ESO · April 2014

In the same boat here I ordered on Feb 20th and this morning got the email saying they didn't know when it would be delivered. I just confirmed that I'm still wanting the CE, my card was charged and item shows up as "preparing for shipment".

Now if all this means is that it gets delivered sometime next week I can live with that, even with a few days of not playing the game ... but the bigger issue is if indeed there is a limited supply and these orders cannot be fulfilled how will ZOS accommodate customers that tried to get the physical CE. We are likely to be players that will stick around and be most interested in the game and if the reaction is just "Amazon screwed up and there's nothing we can do tough luck" then our view on the game is also likely to change.

Evulsive · April 2014

I managed to make myself clear to the amazon supervisor and got $100 in exchange for my frustration. Was this necessary?! No. I'm going to run to a GS now and try to see if I can find and purchase the game.

Sparechange49 · April 2014

ChuiDuma wrote: »

My biggest aggravation with this whole thing is no one will tell me whether or not I should even expect to get it from them. Should I be trying to get it somewhere else? Should I be waiting? If I did get it somewhere else would I be getting my pre-order only items still?

I do not know what to do, and neither Amazon nor ZOS is giving us actual answers. We have been patiently waiting and wondering, and the wondering with Amazon started at least a week ago (if not more) because they weren't updating their shipping info. Then we (presumably) all get emails saying it's been upgraded to release day shipping for no charge.

Then, the morning we are supposed to receive it, we get emails saying "too bad, not yet, and maybe never!"

And then you ask - and no one has an answer.

Yes! Exactly! Just a straight answer from ANYONE would be nice. I haven't even played today because it's so frustrating to know that I'll be locked out on Sunday. Way to punish the early adopters…

The only difference between you and I is that I never received the "we don't have any" email today. Instead, my account just says "preparing for shipment," but it's said that for hours, they have not charged my credit card, and the delivery estimate is still listed as today… I just have no idea what's going on.

Chrysalis_ESO · April 2014

EDIT: Others beat me to it, but the point remains. Clearly some people forgot that digital preorders exist.

The "codes" people are talking about have nothing to do with this situation. Let's think about it logically for a second.

Zenimax tells Amazon that Amazon is getting 50 copies.
Amazon sells 51 copies.

At this point, people in this forum are claiming that if the 51st person got an early access code, then Amazon really did have 51 copies to sell. They can't just pull that 51st code out of thin air, right? Wrong.

Digital Edition Preorders
Each comes with the same early access code
Digital Editions are unlimited in number
Digital Edition and Physical Edition codes are the same

Therefore, Amazon could have mistakenly oversold the physical Imperial Edition in VAST quantities, while still pumping out early access codes. As far as I see it, the odds are that Amazon is the only one at fault in this whole ordeal. I, too, haven't gotten my copy, and am still hoping for a resolution.