Amazon delivery solution

redmoonga · April 2014

Zenimax,

Why can't we just enter our subscription information while we wait for our physical copy of our game? Our early access code is proof of purchase unless we cancel our order, and then Amazon would invalidate our code. Knowing we have it on order, isn't having our subscription information the most important thing? I wouldn't even mind paying for my thirty days up front until the game arrives and being credited once I enter the code.

Regards,

Redmoonga

Phyrdrin · April 2014

Exactly! Thank you @redmoonga for starting this thread. I was in the middle of compiling one myself. I think that you should add a link to our other thread as well for reference: http://forums.elderscrollsonline.com/discussion/68065/zenimax-and-amazon-dropped-the-ball/p1

There isn't just 1 person affected by Amazon's incompetence. There are at least 20 people in the other thread that have posted plus those who are lurking. We are all waiting for an official reply and assistance from you, ZOS! For some of us, this situation has been going on for 2 days now. If you stretch out your hand to us, we will stretch out ours as well.

Gunslinger · April 2014

Now if only Zenimax will respond to our problem. I am still waiting for a reply on a email sent to CS that has many of these same suggestions.

ashley-jamesb16_ESO · April 2014

I know this doesn't help you guy's but i refuse to use Amazon due to their utter incompetence to get a pre-order out on time, even though it's guaranteed.
Their customer support is frankly disgusting and no help what so ever.

I hope you get your copy as soon as possible and sorry for hijacking your thread redmoonga.

Kaotikus · April 2014

Just another possible solution from Amazon's end that has worked for me and might help you as well. Yesterday, I got Amazon to *give* me a Digital Imperial Edition code. After over an hour on the phone with me, the supervisor I was speaking to was more than happy to do that. He gave my account a "promotional credit" of the purchase amount, then had me put through an order that successfully completed, without charging me anything.

At that point, they were telling me that I'd be receiving my physical version in *JUNE*. In actuality, it arrived at my house today (though I am out of town today, so I haven't been able to open it yet). I entered the code that Amazon gave to me, so I am not being locked out.

I did tell the Amazon supervisor that this issue was rather common and wasn't just limited to me by any means, and he said that he'd add this solution as a possibility for other customers as well.

Phyrdrin · April 2014

Kaotikus wrote: »

Just another possible solution from Amazon's end that has worked for me and might help you as well. Yesterday, I got Amazon to *give* me a Digital Imperial Edition code. After over an hour on the phone with me, the supervisor I was speaking to was more than happy to do that. He gave my account a "promotional credit" of the purchase amount, then had me put through an order that successfully completed, without charging me anything.

At that point, they were telling me that I'd be receiving my physical version in *JUNE*. In actuality, it arrived at my house today (though I am out of town today, so I haven't been able to open it yet). I entered the code that Amazon gave to me, so I am not being locked out.

I did tell the Amazon supervisor that this issue was rather common and wasn't just limited to me by any means, and he said that he'd add this solution as a possibility for other customers as well.

Question is - will this code give us the pre-order bonuses or not?

PlagueMonk · April 2014

Hummm, I hadn't thought about entering my payment info until tomorrow but considering I did order a physical copy from Amazon I will most likely run into this same problem.

So I am to believe I can't enter a payment type until I have entered the box code? That's disappointing because I "thought" the early access code was going to be proof of purchase.

Chyannia · April 2014

No, the preorder code is a separate code on the same paper with the imperial package code and there is a third code for the game itself. Note the game code has to go in first.

Lorthriel · April 2014

To be honest I had assumed back in January when I pre-ordered that I would get some kind of game code in an email, so I didn't choose one or two day shipping seeing as it was cheaper for me. I contacted Amazon Customer Support because my order has been in Preparing for Shipment for the past couple of days, but after reading so many posts, I wanted to be sure that I actually had a game at the warehouse that was actually being prepared for shipment. The rep assured me that it was there. Due to the fact that I just thought the box was all of the extras, I`ll be locked out until April 10 - 12. I`m not too upset, it just kind of sucks for me. Now if my order isn't here after the 12th, there will be some problems. Point is, I agree with OP. I have no problems going ahead and paying for my month of game time so that I can just continue playing.

Kaotikus · April 2014

Phyrdrin wrote: »

Kaotikus wrote: »

Just another possible solution from Amazon's end that has worked for me and might help you as well. Yesterday, I got Amazon to *give* me a Digital Imperial Edition code. After over an hour on the phone with me, the supervisor I was speaking to was more than happy to do that. He gave my account a "promotional credit" of the purchase amount, then had me put through an order that successfully completed, without charging me anything.

At that point, they were telling me that I'd be receiving my physical version in *JUNE*. In actuality, it arrived at my house today (though I am out of town today, so I haven't been able to open it yet). I entered the code that Amazon gave to me, so I am not being locked out.

I did tell the Amazon supervisor that this issue was rather common and wasn't just limited to me by any means, and he said that he'd add this solution as a possibility for other customers as well.

Question is - will this code give us the pre-order bonuses or not?

That's a separate code. From my understanding and what I've been told, I'll be able to take that code out of my physical box and attach it to my account.

Phyrdrin · April 2014

@Kaotikus - to clarify this solution, I have an update. I just got off the phone with Amazon. After explaining that this kind of resolution was offered to another customer, they pretty much flat out rejected me. The supervisor was extremely rude and wanted nothing further to do with me or my situation. I was told that my order was being "shipped" and that there was nothing further they could do for me.

So, if your order status is "shipped" or "being prepared for shipment", this method will absolutely not work. No amount of threatening to report them or requesting to speak to a higher authority will work.

PlagueMonk · April 2014

Just a note......a Zen Rep replied to the OPs linked post saying they are looking into it.

Zenimax should simply accept the early access code as proof of purchase (especially now that it is the 5th and we have all been charged for our copies) and then allow us to GIVE them our money to keep playing. Just means I will be playing for a minimum of 2 months (since I would be already paying for the 2nd month first

)

And just an fyi from my end......I got an email saying Amazon had charged me and my physical copy would arrive on 4/8. So for me it isn't too bad regardless, I can handle not logging on for 1 day. Funny thing is, I pre-ordered TESO on 3/29 so why I am getting mine while others, who pre-ordered theirs a months + in advance, I don't quite get. Sorry to all those who are in this position

Reignskream · April 2014

PlagueMonk wrote: »

Just a note......a Zen Rep replied to the OPs linked post saying they are looking into it.

Zenimax should simply accept the early access code as proof of purchase (especially now that it is the 5th and we have all been charged for our copies) and then allow us to GIVE them our money to keep playing. Just means I will be playing for a minimum of 2 months (since I would be already paying for the 2nd month first )

And just an fyi from my end......I got an email saying Amazon had charged me and my physical copy would arrive on 4/8. So for me it isn't too bad regardless, I can handle not logging on for 1 day. Funny thing is, I pre-ordered TESO on 3/29 so why I am getting mine while others, who pre-ordered theirs a months + in advance, I don't quite get. Sorry to all those who are in this position

Amazon told me thats a first come first serve basis, they insisted it wasnt true. and i ordered mine on feb 21st. They clearly are lieing to me. >:(

TRG_Ebrasu · April 2014

Mine CE (IE?) has moved to "Preparing to ship" with a delivery date of April 8th (supposedly I am not holding my breath). However ZOS still has not offered any kind of solution to cover the missing days, or insure that we will not be locked out come Sunday morning at 8 AM.

At this point and am pretty sure ZOS is off for the weekend and will offer us no recourse for this issue. The way it sounds is that they have washed their hands of the issue and have placed the blame solely on 3rd parties.

In regards to the OP's idea, I would gladly go ahead and enter payment info as a show of good faith to be able to get a few extra grace days.

Phyrdrin · April 2014

This situation has really gotten out of hand at this point. I refuse to believe that it is so challenging to respond to a ticket that includes proof of purchase, proof of order date, proof of arrival date, and full chat logs with Amazon reps by adding a couple of days to my access so I don't get locked out. I refuse to believe that it is easier to risk losing this many customers rather than just extend the damned deadline for people or give them some kind of temporary code that will allow them to enter a sub payment.

So at this point, ask yourself this - how serious are you about bailing on this game if ZOS continues to show the same kind of callous disregard for you as a customer? Would you quit?

At this point - 2 days and over 7 hours after starting this crusade - I think I'm ready to say that I'm on the edge of washing my own hands clean of this game and anything to do with Zenimax. As we speak I am compiling a formal complaint to the BBB. This complaint will probably not do anything but tickle ZOS. They are big enough to be able to ignore a D+ score there anyway, so what's really the point?

The point here is that I refuse to be treated this way. I work my ass off to earn an income, and when I spend said income I buy certain rights that go with it. Such as the right not to be ignored and treated like gum stuck on the bottom of your shoe - the right to know what is going on with my situation.

I will give ZOS another 24 hours before submitting my report and leaving ESO permanently. Although Amazon forbids me from cancelling my order at this point, I will dispute it anyway and return it to their warehouse. To those who are still in this situation with me - hang in there. Everyone deserves at least one chance - this is the one I'm giving them.

lann533b16_ESO · April 2014

I ordered mine on Feb 20th and just this morning it has changed to preparing for shipment and it looks like my card has been charged hopefully these are good signs fingers crossed. i would be more than happy to prepay for a month so i don't lose access well waiting for amazon.

xhunter · April 2014

Phyrdrin wrote: »

This situation has really gotten out of hand at this point. I refuse to believe that it is so challenging to respond to a ticket that includes proof of purchase, proof of order date, proof of arrival date, and full chat logs with Amazon reps by adding a couple of days to my access so I don't get locked out. I refuse to believe that it is easier to risk losing this many customers rather than just extend the damned deadline for people or give them some kind of temporary code that will allow them to enter a sub payment.

So at this point, ask yourself this - how serious are you about bailing on this game if ZOS continues to show the same kind of callous disregard for you as a customer? Would you quit?

At this point - 2 days and over 7 hours after starting this crusade - I think I'm ready to say that I'm on the edge of washing my own hands clean of this game and anything to do with Zenimax. As we speak I am compiling a formal complaint to the BBB. This complaint will probably not do anything but tickle ZOS. They are big enough to be able to ignore a D+ score there anyway, so what's really the point?

The point here is that I refuse to be treated this way. I work my ass off to earn an income, and when I spend said income I buy certain rights that go with it. Such as the right not to be ignored and treated like gum stuck on the bottom of your shoe - the right to know what is going on with my situation.

I will give ZOS another 24 hours before submitting my report and leaving ESO permanently. Although Amazon forbids me from cancelling my order at this point, I will dispute it anyway and return it to their warehouse. To those who are still in this situation with me - hang in there. Everyone deserves at least one chance - this is the one I'm giving them.

I am at about the same place as you for my damaged IE. I am about ready to start a formal complaint through the BBB, ask Amazon to take back the damaged product for a full refund, and never bother with ESO again. Never have I experienced such horrendous costumer service (no matter how busy the agents or company are). For example, my Xbox One Day One was riddled with problems and Amazon forgot to package my games. I got a refund on the games within minutes and got my Xbox One Day One edition problems solved within 15 minutes of getting a person on the line. They were more than happy to assist me and make the inconvenience THEIR problem, not MY problem.

As for returning the product to Amazon, a very easy way to return it is to refuse delivery if you are at home when UPS tries to deliver the package. I have done that before and wasn't even charged for return shipping.

Phyrdrin · April 2014

xhunter wrote: »

I am at about the same place as you for my damaged IE. I am about ready to start a formal complaint through the BBB, ask Amazon to take back the damaged product for a full refund, and never bother with ESO again. Never have I experienced such horrendous costumer service (no matter how busy the agents or company are). For example, my Xbox One Day One was riddled with problems and Amazon forgot to package my games. I got a refund on the games within minutes and got my Xbox One Day One edition problems solved within 15 minutes of getting a person on the line. They were more than happy to assist me and make the inconvenience THEIR problem, not MY problem.

As for returning the product to Amazon, a very easy way to return it is to refuse delivery if you are at home when UPS tries to deliver the package. I have done that before and wasn't even charged for return shipping.

Thank you for this tip, @xhunter! It will definitely be useful as I have no high hopes at this point in time. This will be a conflicting statement, but I am glad I'm not alone experiencing this. I would rather this situation had no arisen at all, but at least with so many going through this there is a small chance that something will be done about it.

zentruehazzrdub17_ESO · April 2014

yeah i had 1 day shipping and i still wont get my boxed item untill monday and they want to cut us off on a Sunday when the mail dont run. i have a a e-mail from a agent from back in march saying we would not have to worry about this cut off crap they where aware of the late shipping. now they pull this crap.

Phyrdrin · April 2014

zentruehazzrdub17_ESO wrote: »

yeah i had 1 day shipping and i still wont get my boxed item untill monday and they want to cut us off on a Sunday when the mail dont run. i have a a e-mail from a agent from back in march saying we would not have to worry about this cut off crap they where aware of the late shipping. now they pull this crap.

@zentruehazzrdub17_ESO if you have an email like this, perhaps you should quote it here in the thread for the mods and everyone to see. Not sure how it might help, but any evidence will surely speed this along.

rrood41828 · April 2014

I ordered from Amazon on Feb 11, and have been informed that the game is in process of shipping and will arrive April 10-12. Sweet. I took part in the beta, and played early access with my daughter and grandson (who preordered from GameStop and picked up in person), and now I'm locked out for a few days. Oh well, it's only a game. So Zenimax doesn't get my card until I get the box, and Amazon will never get another preorder from me. On a positive note, maybe the lag issues will be resolved by the time I can play again.

smxzjh · April 2014

Shipped few minutes ago. No explanation, no responses to my email. No mention to the "good" offer. I think both Amazon and ZoS just want to ignore this issue because most of us will get our products on M or Tu.

Gunslinger · April 2014

I agree rrood41828, I will never pre-order a game with Amazon again. Lesson learned.

Kheoss · April 2014

I love this game, but the lack of anything from ZoS part. Makes me almost not want to play.

Valethar · April 2014

They could simply extend the 'grace period' until late Tuesday and that would cover a lot of the people that are stuck waiting on deliveries.

It still wouldn't help those who haven't shipped as yet, but it would be the right thing to do, which means they won't even consider it.

At this point I'm so disgusted with how badly ZOS has handled this launch and their complete lack of common sense or customer service that I'm tempted to simply return mine when it arrives, and just eat the shipping.

takeheed77 · April 2014

Yes I'm waiting for my Imperial edition too Amazon.They say it will be here on the 10th I cant wait that long.

Phyrdrin · April 2014

@Valethar I think that disgust is going around in droves. Unfortunately, no matter how upset we are or how unfair any of this is, our strife isn't getting the wheels moving.

Valethar · April 2014

Phyrdrin wrote: »

@Valethar I think that disgust is going around in droves. Unfortunately, no matter how upset we are or how unfair any of this is, our strife isn't getting the wheels moving.

I hear ya.The institutional apathy radiating from the ZOS mothership is nearly on a par with EA.

Phyrdrin · April 2014

Valethar wrote: »

I hear ya.The institutional apathy radiating from the ZOS mothership is nearly on a par with EA.

I've had more success with EA. At the very least they reply to my tickets and keep a record of them. They don't cut and paste the same outdated drivel into the reply box, unlike ZOS.

thegamekittenub17_ESO · April 2014

It has me thinking they aren't even reading the posts or tickets customers send and/or post.

My fiancé has to wait also because of Amazon. So he will not be able to play in a few hours (he went to bed because he has to work at 8am). We both have written tickets and got some very amusing and also annoying answers back. The one he got was Amazon has assured us they will be delivering the box edition on the 4th. The email was sent on the 5th..-ahems-

And seriously if a customer can prove they pre-ordered and show it is Amazon's fault (which we did)..what harm is it to Zenimax to give a few more days? Actually it might show they actually give a darn and win back some customer loyalty they have lost in massive amounts.

Real sad too, because I love this game. I really do.

Valethar · April 2014

One last attempt before I crash to put this near the top where someone, anyone, from ZOS might see it and actually do something about the situation.

Hopefully we'll all still be here in a few hours, assuming we don't get our forum access revoked when the 'grace period' expires. Until then, continue to fight the good fight, and have a great day.