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Zenimax and Amazon dropped the ball.
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Chrysalis_ESO wrote: »For anyone still wondering:
The physical Imperial Edition comes with 3 codes in the box. The first code is for activation of the STANDARD game. The second code is for IMPERIAL Edition perks. The third code is for EXPLORER'S Pack perks. This was posted by another user above, and I can confirm it.
I'm in the same boat as the rest of you, but my account still shows "Not Yet Shipped." I called my local GameStop and was lucky enough to find a physical Imperial Edition there. I'll still hold out on Amazon in hopes that they're willing to credit me something for this ridiculous inconvenience.
To those who are still bitter:
https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
That's a link to the Better Business Bureau, where you can file a formal complaint. It should be pretty telling that Zenimax, in fact, only has a D+ rating, and is thus NOT ACCREDITED.
The BBB is worthless. having a D+ rating just means that ZOS didn't pay membership fees.2 -
My CE physical pre-order from Amazon says that it has been shipped...and has an estimated delivery date of tomorrow, Saturday April 5.
However, according to the tracking information, the package is only in transit to the shipper (FedEx?) - and that's in Kentucky - as of 6:30pm this evening. I live in NYC. Highly unlikely the package is going to materialize in front of my apartment by tomorrow when there's not even any tracking number yet.
And that means that I won't get my package until Monday. If I'm lucky.
So, what do I do? I already will be calling and raising hell with Amazon - I'm a Prime member, paid extra for early delivery, and had been guaranteed April 4 ... and I order bunches of stuff from Amazon. They will give me a nice credit, I'm sure. I can be rather persistent.
But, the grace period for this whole SNAFU runs out on Sunday. What happens to the items I already have and the toons I've already been playing in pre-order? I have all-race/all-faction bonuses, so do I instantly lose those toons? *POOF*? Not that I couldn't recreate them, but it's a massive pain in the butt.
Any ideas as to what to do? Or Zenimax - are you going to do anything about this? Lengthen the grace period so that those of us who went with Amazon aren't getting completely screwed?0 -
CaptainCoconut wrote: »The BBB is worthless. having a D+ rating just means that ZOS didn't pay membership fees.
Eh, I've had good experiences with them in the past. Filing complaints caused them to step in on my behalf and make progress with AT&T for an interruption of service issue, and with Amazon when they were being far less than helpful on a third party seller dispute.
Accreditation is only determined by membership fees. Unaccredited businesses can receive A+ ratings, and accredited businesses can receive F ratings. Zenimax has EARNED their D+ with substandard service and support. That's not to say that they are the ones truly at fault here (though they may be), but they are doing nothing for the affected customers.
The Sunday extension was for them shutting the servers down for maintenance this weekend, and was announced before orders were ever supposed to be shipped. No effective measure has been taken by Zenimax to ensure that players aren't harmed by this issue. A loss of game time, the potential loss of the Explorer's Pack, and the temporary locking of accounts after 8 A.M. EDT Sunday are definitely harms to the players.Edited by Chrysalis_ESO on April 5, 2014 2:58AM0 -
Phyrdrin✭✭✭✭I am in a similar situation. My shipment is also being delayed. I submitted support tickets with pleas for assistance, but have been repeatedly told by Zenimax that they have no idea what's going on and that my box should be on time.
PLEASE HELP!
I have no idea what else to do or where else to post as four consecutive support tickets have either been ignored or have come back with:
Amazon has assured us that it will ship all Imperial Edition orders out for delivery on April 4 so that all customers will be able to enjoy their purchase on launch day. If you have additional questions regarding your Amazon order, please contact Amazon's customer support for further assistance.
A seller going back on something they promised to deliver on a certain date is not good business. I understand that issues with availability may arise, but the people who pre-ordered a long time ago and are now in this situation should be given some sort of grace period in response to this mishap.
Just to reiterate - I've spoken with Amazon customer service already and they keep bouncing me to Zenimax who keeps bouncing me back to Amazon. This has got to be the most poorly handled customer service I've ever come across.
I love Bethesda and I love the game. I want to keep playing. I'm willing to wait for the box. But I should be able to play until I get that box seeing as my account is already being charged $105!"Surprise me. Say something intelligent."0 -
Remorseless✭✭✭Apparently you dropped the ball. Should of ordered digitally.Edited by ZOS_JuhoJ on April 5, 2014 3:28AMVice
Love Palace0 -
Sakiri✭✭✭✭✭
✭✭elfiwolfeub17_ESO wrote: »Well Amazon said to just wait up to a month. So I got a ticket in to see if I can "deposit" 79.99 with and play till/if I get my physical imperial box. So if it never comes I have the game and if it does come I did not pay 180$ to play.
They told me the same at beginning. You should give them another call and make yourself clear, they tend to bullsh*t you a lot if they sense that credulous and soft person. I called them 3 times and only last time I yelled "this game is online, do you understand?! every day is important! Also, I was announced last moment that you don't have the game! WHY is that? etc." the supervisor gave me a monetary compensation and made sure I'd receive the game by tomorrow.
Until today, I used to be a very soft person when it comes to customer service. I would agree with anything and try to understand. But no more! Someone messed up and I am being punished for this?! Put your most manly voice on and demand the game because you paid for it!
That angry voice netted me an exception and resulted in a complete game policy change once with SOE.
If anyone has transferred a character between a paid and free account in EQ2, thank me for chewing out a head TSR for an hour to get mine done. Policy changed weeks later to allow it.0 -
Sakiri✭✭✭✭✭
✭✭Chrysalis_ESO wrote: »For anyone still wondering:
The physical Imperial Edition comes with 3 codes in the box. The first code is for activation of the STANDARD game. The second code is for IMPERIAL Edition perks. The third code is for EXPLORER'S Pack perks. This was posted by another user above, and I can confirm it.
I'm in the same boat as the rest of you, but my account still shows "Not Yet Shipped." I called my local GameStop and was lucky enough to find a physical Imperial Edition there. I'll still hold out on Amazon in hopes that they're willing to credit me something for this ridiculous inconvenience.
To those who are still bitter:
https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
That's a link to the Better Business Bureau, where you can file a formal complaint. It should be pretty telling that Zenimax, in fact, only has a D+ rating, and is thus NOT ACCREDITED.
Many companies are not accredited as participation in the BBB rating scheme is voluntary.
Much like Yelp, take anything said there with a grain of salt. Ratings are bought, not earned.0 -
Phyrdrin✭✭✭✭So what you are implying is that we should cancel our Amazon order and go spend another $100 in a game store? I don't believe that I can cancel it any more, as my account has already been charged. At this point, I think I have no choice but to sit here and wait for some kind of divine intervention or for one of these opposing participants to have an itch of conscience about completely screwing me over. Or maybe my fifth ticket will actually get somewhere instead of being passed over to a robot that cuts and pastes the same answer into the reply box."Surprise me. Say something intelligent."0
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why have it shipped? i bought mine right from the site and downloaded it...not that it matters..can't get on as it crashes after log in movie0 -
Just talked to ZOS Customer Support. If you are missing your game, you can try contacting them to see if they'll add 3 days onto your playtime. Not much, but it should be enough to keep you playing while you wait for a response from Amazon. If that runs out before you receive the game, but you have received a shipping date, call back, ask to have your call escalated, then see if you can get 30 days applied. If you can't get a shipment confirmation, call Amazon until they figure out where your copy went.
You'll be on hold for a while, but it sounds like ZOS will keep you in the game if you contact them. Squeaky wheel and all that.1 -
7788b14_ESO✭✭✭Amazon has changed. There used to be a time when they wouldn't take an order unless they knew they could fill the order. Now it's just get the money and hope that people wait. Even my 2 day prime orders are starting to run 3 to 4 days, sometimes.1 -
exterminator1Soul ShrivenIm afriad since where in the weekend this issue is gonna be ongoing till atleast Monday Afternoon. really unhappy with the lack of communication other then "we are looking in to this"0 -
Looks like Zenimax is likely to make the effort we really want to allow us a little extra time to get our games, or find out if we will get them at all.
If we do get extra time, and still retain our pre-order bonuses, I won't really be too upset about the issues with the collector's edition taking longer to get here.CaptainCoconut wrote: »Just talked to ZOS Customer Support. If you are missing your game, you can try contacting them to see if they'll add 3 days onto your playtime. Not much, but it should be enough to keep you playing while you wait for a response from Amazon. If that runs out before you receive the game, but you have received a shipping date, call back, ask to have your call escalated, then see if you can get 30 days applied. If you can't get a shipment confirmation, call Amazon until they figure out where your copy went.
You'll be on hold for a while, but it sounds like ZOS will keep you in the game if you contact them. Squeaky wheel and all that.
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Nicor✭Still no comment from zenimax. It's so frustrating that they wont update what is going on.0
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Remorseless✭✭✭You should of contacted both a lot to ensure it. It does fall on you as the consumer.Vice
Love Palace0 -
Myrddinman✭✭7788b14_ESO wrote: »Amazon has changed. There used to be a time when they wouldn't take an order unless they knew they could fill the order. Now it's just get the money and hope that people wait. Even my 2 day prime orders are starting to run 3 to 4 days, sometimes.
So much this ^
I know it's a bit off-topic (sorta), but I've been experiencing the same thing with my Amazon Prime...this is not to mention the increase in the one-day shipping cost for items. It used to be $2.99, now I'm seeing anywhere from $3.99 - $7.99. Even 2-day shipping is taking 3-5 days sometimes.0 -
As a huge elder scrolls fan, and someone who was able to find a CE from another source, I am disappointed by ZOS's lack of information in this thread. Whether it was their fault or not, I wish they had given more information to help their fans. If they want to blame Amazon, so be it. But they could have been more helpful here
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Phyrdrin✭✭✭✭Remorseless wrote: »You should of contacted both a lot to ensure it. It does fall on you as the consumer.
Not sure if you have actually been reading or if you are just repeatedly trolling, but everyone HAS contacted support multiple times. I have personally filed 5 separate tickets and have called Zenimax (a call that was never returned despite a promised of less than an hour wait). Either support has "gone home for the day" and carelessly pushed this issue to be resolved at a later time or my/our comments/support tickets are being ignored. The only thing we can do is keep posting so this thread stays on top to make sure that somebody sees it when they come into the office tomorrow.
"Surprise me. Say something intelligent."1 -
ZOS_TristanK✭✭✭✭✭
✭Hi, all. We understand that this is a frustrating situation. As we mentioned earlier in this thread, Amazon has acknowledged this issue. Customers who did not receive their Imperial Edition on 4/4 will be contacted by Amazon, who will discuss a “make good” offer with them.
We are aware that there has been some miscommunication, and we don’t want you to keep bouncing back and forth between our two customer service teams. We have updated our sales department with the information that you all have provided in this thread in, and they are investigating options and possibilities. When we receive more information, we’ll be sure to update you.
We know that this can be frustrating, and would like to thank you all for your patience.
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Gunslinger✭✭Why no response Zenimax? You have customers here who spent their money for the CE and are going to be locked out come Sunday morning and you have nothing to say about it? Is the CS here on ZOS going to be as bad as EA? When are you going to step up and answer us? Or is the silence your response? Does this mean we are up crap creek? Anything?Edited by Gunslinger on April 5, 2014 5:14AM0
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xhunter✭ZOS_TristanK wrote: »Hi, all. We understand that this is a frustrating situation. As we mentioned earlier in this thread, Amazon has acknowledged this issue. Customers who did not receive their Imperial Edition on 4/4 will be contacted by Amazon, who will discuss a “make good” offer with them.
We are aware that there has been some miscommunication, and we don’t want you to keep bouncing back and forth between our two customer service teams. We have updated our sales department with the information that you all have provided in this thread in, and they are investigating options and possibilities. When we receive more information, we’ll be sure to update you.
We know that this can be frustrating, and would like to thank you all for your patience.
What about those of us with damaged Imperial Editions? There is no way to get them replaced, so what are y'all going to do about that? There has been absolutely no information from ZOS about that.Edited by xhunter on April 5, 2014 5:16AM0 -
Phyrdrin✭✭✭✭ZOS_TristanK wrote: »Hi, all. We understand that this is a frustrating situation. As we mentioned earlier in this thread, Amazon has acknowledged this issue. Customers who did not receive their Imperial Edition on 4/4 will be contacted by Amazon, who will discuss a “make good” offer with them.
We are aware that there has been some miscommunication, and we don’t want you to keep bouncing back and forth between our two customer service teams. We have updated our sales department with the information that you all have provided in this thread in, and they are investigating options and possibilities. When we receive more information, we’ll be sure to update you.
We know that this can be frustrating, and would like to thank you all for your patience.
We sincerely appreciate your comment and the acknowledgement of our plight ! We are not unreasonable people and I'm sure all of us are willing to be patient, as has been evident by the thread. However , please keep in mind that we will all be locked out of the game come Sunday and that is not considered a business day. Does that mean that our issue will be ignored until Monday (at best) or Tuesday (at worst)?
I realize that community managers are required to give politically correct and diplomatic replies no matter the situation, but the time for diplomacy has passed. It's time for action.
Edited by Phyrdrin on April 5, 2014 5:26AM"Surprise me. Say something intelligent."1 -
FYI, my "make good" offer was $5, then the CS agent logged out before I could respond.0
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I'm not sure I understand what you mean by "make good offer". But I've not been contacted by amazon at all concerning the issue, nor have I been offered anything as a "make good". Every step of this has been pushed by me, on my own time, at my expense. So far all I've been told is "The item has not yet been released. It is on back order. We will have your order to you by Monday, April 7th. We promise." And I've spoken to at least 5 different Amazon reps by now they all swear up and down I will have it Monday. I hope that's true, but I have my doubts...0 -
ZOS_TristanK✭✭✭✭✭
✭What about those of us with damaged Imperial Editions? There is no way to get them replaced, so what are y'all going to do about that? There has been absolutely no information from ZOS about that.
If your Molag Bal statue is broken or if you're having any additional issues with him, please email customerservice@gamingheads.com. They will be happy to help you out.0 -
Gunslinger✭✭I was told by Amazon that they did not have a full supply of CE to give to their customers and that they would try to get my copy to me by Tuesday. They also offered me a discount/reimburse against my order which I am thankful for but it does not in any way make up for repeated calls and emails to both Amazon and ZOS. That aggravation is not about money. In essence this has cost me most of today when I could have been playing the game and still it is not resolved. No guarantee that I'll have the game anytime soon from Amazon and no word from Zenimax as to whether the grace period will be extended for their loyal customers who shelled out the big bucks for the CE.1
This discussion has been closed.