Zenimax and Amazon dropped the ball.

Phyrdrin · April 2014

Glad to hear that, guys. Problem is, this doesn't change the fact that Zenimax needs to extend the grace period.

Reignskream · April 2014

I just checked my order, and it has shipped. I ordered on the 21st of feb and my order said it will be here on the 7th by UPS. Good luck everyone.

potsherds · April 2014

Phyrdrin wrote: »

Glad to hear that, guys. Problem is, this doesn't change the fact that Zenimax needs to extend the grace period.

Yep. Zenimax should extend it to the 8th or 10th or thereabouts.

Amazon moved my shipping to two-day (due April 8th), and I've requested from ZOS to have my early access extended. I'm waiting to hear back on that.

cgartner · April 2014

Chyannia wrote: »

My statue did have to have some filing on the tail in order for it to fit but the rest is fine.

Heh. I had to take out the handy pocket knife and do some tail shaving as well.

peechwurmnub18_ESO · April 2014

Phyrdrin wrote: »

Glad to hear that, guys. Problem is, this doesn't change the fact that Zenimax needs to extend the grace period.

Though this doesn't really effect me much (I have things to do tomorrow anyhow), I 100% agree that the grace period given was a joke even BEFORE all this mess started. ZOS failed on that end big time. I know I've seen at least one person in this thread claim they managed to get ZOS to extend their grace period by a day or two. Keep pestering them directly is all I can say to those people who are effected by this.

Phyrdrin · April 2014

potsherds wrote: »

Phyrdrin wrote: »

Glad to hear that, guys. Problem is, this doesn't change the fact that Zenimax needs to extend the grace period.

Yep. Zenimax should extend it to the 8th or 10th or thereabouts.

Amazon moved my shipping to two-day (due April 8th), and I've requested from ZOS to have my early access extended. I'm waiting to hear back on that.

The email I was waiting to hear back on was just returned with a reply. Though the response is different this time, it appears that the help desk believes there should be some sort of code in my Amazon account. I'm not sure if they simply don't understand that I ordered the physical box (as I've mentioned many times over and over again) or if they think that I bought the digital edition. In any case, I had a lot of hopes pinned on this email and was thoroughly disappointed. Now, I am waiting for yet another reply.

TRG_Ebrasu · April 2014

The best part is that the 48 hr grace that keeps getting thrown around by the ZOS folks has been in place since at least March 26th.Yet they are stating it like they made a special exception.

https://help.elderscrollsonline.com/app/answers/detail/a_id/5661/kw/Early access

IF I DON’T RECEIVE MY RETAIL EDITION ON LAUNCH DAY, WILL I BE ABLE TO PLAY AFTER EARLY ACCESS?
Updated 03/26/2014 11:55 PM Published 02/15/2014 12:13 PM
Following the Early Access period, players who pre-ordered retail editions of The Elder Scrolls Online will have a 48-hour grace period to enter their retail edition game codes. During this time, they will be able to play ESO as normal. After April 6, any account that has not redeemed a game code will no longer have game access, but the account will be reactivated once a game code is redeemed.

Priceless.

peechwurmnub18_ESO · April 2014

Phyrdrin, just to maybe give you some piece of mind...as if that's possible in this situation but... I received loads of emails from amazon yesterday (I called them about 5 or 6 times), and each of those e-mails was vastly different. Some of them said they were out of stock and I wouldn't be getting one. One said the item hasn't even been released yet. Another said they were currently unable to find the item in their warehouse. And finally, after I got a very nice rep on the phone, she sent me an e-mail promising me my item was fine and would without a doubt be delivered to me by the delivery date. Point is...they don't know what their left or right hands are doing. They're all sending out different messages. Keep calling them until you get someone who will promise you your item is okay.

Phyrdrin · April 2014

peechwurmnub18_ESO wrote: »

Phyrdrin, just to maybe give you some piece of mind...as if that's possible in this situation but... I received loads of emails from amazon yesterday (I called them about 5 or 6 times), and each of those e-mails was vastly different. Some of them said they were out of stock and I wouldn't be getting one. One said the item hasn't even been released yet. Another said they were currently unable to find the item in their warehouse. And finally, after I got a very nice rep on the phone, she sent me an e-mail promising me my item was fine and would without a doubt be delivered to me by the delivery date. Point is...they don't know what their left or right hands are doing. They're all sending out different messages. Keep calling them until you get someone who will promise you your item is okay.

I sincerely appreciate your uplifting post, @peechwurmnub18_ESO! Fortunately, I've been told my item would arrive the 7th. The problem I'm still struggling with is the ridiculous cut off deadline that ZOS has set. How can they possibly expect everyone to have their product one day after launch, especially over a weekend when hardly anyone delivers anything?

peechwurmnub18_ESO · April 2014

Apparently they wanted everyone to buy locally at retail stores and not order online? Which honestly is what I ALWAYS do, except this once...this once I ordered from Amazon. It becomes very apparent why you don't launch a game on a Friday though. Tuesdays are good for launches, companies shouldn't mess with that formula unless they're prepared to deal with bad shipping problems like this and provide longer grace periods to those customers who require it.

altec812 · April 2014

Sent and email asking for more days in the grace period and got this canned piece of garbage....

FOR THE LOVE OF EVERYTHING HOLY....JUST AT LEAST ACKNOWLEDGE THAT YOU UNDERSTAND WHAT WE ARE SAYING. MAYBE JUST TELL US NO, OR SAY SOMETHING YOU IGNORANT F***S

Greetings Jason and thank you for contacting us here at Elder Scrolls Online. I hope you find yourself well!

Firstly, I apologize for the long delay in replying to your issue. We are very busy here at Elder Scrolls Online and unfortunately, not every question can get answered immediately. To answer your question, all Early Access customers will be granted an extended grace period until Sunday at 8AM EDT/12PM GMT before they are required to transition their account to live. This will cover online retail customers who didn't get their boxes shipped in time and also give digital customers more Early Access time.
I hope you find this information useful and if you have any more questions or queries, please do not hesitate to contact me again. I am always happy to help!

Warm Regards,
Jason C
Elder Scrolls Online

Kheoss · April 2014

Well since I had previously taken this week off to play, however with the way all of this has been handled where I would be locked out of the game that I purchased for a week, I went ahead and bought a digital copy. So i guess too I'll pay two dang subs because we sure as hell know Zenimax will not give a refund for any of the code.

altec812 · April 2014

I just really don't get the complete radio silence in regards to any honest information. How many companies have wished afterwards that they were just up front with the consumer. I hope they fail....fail fail...fail

Gunslinger · April 2014

altec812 I sent an email 12 hrs ago in response to their email back to me. Still nothing and I don't expect a real answer at this point. Why Zenmax has reacted this way toward loyal fans who spent extra for the CE is beyond me.

altec812 · April 2014

Gunslinger wrote: »

altec812 I sent an email 12 hrs ago in response to their email back to me. Still nothing and I don't expect a real answer at this point. Why Zenmax has reacted this way toward loyal fans who spent extra for the CE is beyond me.

Exactly. So here is the down and dirty. We understand they are overwhelmed and do not have enough resources to deal with all of this and everything else during opening weekend.

Herein lies the best part....you could shut down the thousands of emails and views this thread has gotten by just updating the users with some specific information....Wahhlaaa...Just freed up a Full time employee for something else. Did not even need to be a rocket scientist to figure it out.

Noctura · April 2014

My husband was locked out the game because he ordered from amazon and does not have his disks yet. He actually sent two tickets to support DAYS AGO to ask them about this situation, and they totally ignored him. He asked them if he would be locked out at the end of the early access because Amazon did not ship out the disk until the 4th, so it won't be here for a while. We were not aware that all of the codes required to actually play the game are in the box.

We were also upset with the fact that he wanted to upgrade to imperial edition from the standard so he could play an imperial, and he can't do that either because his codes are not here. Even though he has early access and obviously bought the game his account won't show he has it... because the box isn't here with the codes. So he cannot make an imperial and doesn't want to play anyway until it gets here because of this. They still have not answered any of his tickets requesting help to upgrade.

This was pretty stupid, and I am sure a lot of people have a right to be angry about this, as it was definitely not thought out. We would have been better off pre-ordering from the local Walmart. He can't even set up a subscription plan.

We kept on top of amazon and made absolutely sure it was shipped out as soon as possible... so I guess we will see the game again on Monday or Tuesday.

I will say one thing... this is the last time I ever believe a company about early access. What a mess. I just hope things go smoothly now and that I don't have to send anymore tickets to this company, because I strongly believe they won't answer.

(Note: These are just my personal opinions, and not meant to offend anyone. I still plan to enjoy the game whenever we actually do get to play it together. :P It's a great game. All launches I have ever seen are messy. This was just another typical MMO launch with the added problem of the game not being here on time.)

Good luck, everyone.

May your adventures reward you with many shiny things.

Phyrdrin · April 2014

altec812 wrote: »

I just really don't get the complete radio silence in regards to any honest information. How many companies have wished afterwards that they were just up front with the consumer. I hope they fail....fail fail...fail

It's hard to believe that it would take this long to come to some kind of conclusion....

OFC_it · April 2014

I have a short memory about a lot of things. This is not going to be one of those. Lock me out and I highly doubt I will even open the box IF I get one.

altec812 · April 2014

OFC_it wrote: »

I have a short memory about a lot of things. This is not going to be one of those. Lock me out and I highly doubt I will even open the box IF I get one.

Hold on to the box and do not open it for a couple of months and triple your money.

Gunslinger · April 2014

I'm still convinced they're playing the wait-out-the-storm game in the hopes we will just go away. But since I will be locked out tomorrow because they have ignored us guess where I'll be Sunday? This thread has 16.5 k views and hundreds of comments and I have NO intention of letting it end till they resolve the issue with a true response. I know my game is on the way but I will not let Zenimax off the hook that easy whether I continue to play(subscription) or not.

Phyrdrin · April 2014

Gunslinger wrote: »

I'm still convinced they're playing the wait-out-the-storm game in the hopes we will just go away. But since I will be locked out tomorrow because they have ignored us guess where I'll be Sunday? This thread has 16.5 k views and hundreds of comments and I have NO intention of letting it end till they resolve the issue with a true response. I know my game is on the way but I will not let Zenimax off the hook that easy whether I continue to play(subscription) or not.

I agree with you 100%. We cannot let this slide or let Zenimax think we will just roll over and let them trample our rights.

Celtic_Wolf · April 2014

I really, truly hope, they are coming up with something, and not just ignoring us...

Valethar · April 2014

ZOS_AlanG wrote: »

Amazon has acknowledged this shipping issue, and customers will be contacted by Amazon with further details in the event of a late shipment. Players who were eligible for Early Access can still play without a game activation code from a physical box until Sunday morning at 8 a.m. EDT.

There have been a number of people asking whether they can get the digital Imperial Edition instead, and still keep the Explorer's Pack pre-order bonus.

You can, but you will need to contact customer support and demonstrate that your account had an early access code applied to it. The easiest way to do this is to submit a support ticket with the same address your game account is registered to. When switching from physical to digital, you also need to keep the same edition (standard/Imperial).

We are still working on this matter, and will post any further updates in this thread, and include them in the Dev Tracker.

Well, I suppose a hollow answer with zero substance is better than no answer at all.

Wait, no, it's actually worse.

Have you even read anything that's been posted here? The simplest and least painful solution has been presented to you numerous times already.

Just extend the grace period a few days. That's it. Doing this will cover most of the issues people have with this botched launch and would do a lot to mend relations with your customers.

Clearly this isn't something you care about. After all, ZOS already has our money. I expect this from EA. I mistakenly thought ZOS had higher standards.

Valethar · April 2014

Celtic_Wolf wrote: »

I really, truly hope, they are coming up with something, and not just ignoring us...

That's exactly what they're doing. Ignoring the issue and hoping it will go away.

The people over at Trion Worlds are probably all on the floor laughing themselves into a coma right now. This is shaping up to be a worse fiasco than Defiance was at launch. I imagine ZOS will get a thank you card and fruit basket on Monday for taking the title of Most Inept Game Launch from them.

Phyrdrin · April 2014

Valethar wrote: »

Celtic_Wolf wrote: »

I really, truly hope, they are coming up with something, and not just ignoring us...

That's exactly what they're doing. Ignoring the issue and hoping it will go away.

The people over at Trion Worlds are probably all on the floor laughing themselves into a coma right now. This is shaping up to be a worse fiasco than Defiance was at launch. I imagine ZOS will get a thank you card and fruit basket on Monday for taking the title of Most Inept Game Launch from them.

Funny you should say this. Just earlier I was wondering why I chose to leave a clean cut game like RIFT for this...my year sub will probably go to them instead of eso. At least I know that when I give them my money, they will have my back.

takeheed77 · April 2014

Yes thanks man or woman.I pre ordered physical Imperial Edition and Amazon says it will not be here until the 10th.

Gunslinger · April 2014

I would like to know which genius at Zenimax came up with this game plan for dealing with their "valued customers". Hey ZOS! How about the email for your Boss so I can personally thank them for the passionate response to our problem. I would like the opportunity to salute their fine leadership.

Phyrdrin · April 2014

While it looks like a huge number of people are going through this, ZOS is keeping their mutinous silence. I have yet to hear back from support from this afternoon. Has everyone gone home? Why not tell us that they are going home and will continue to work tomorrow since our plight is important to them? Oh, I know - it's because they really don't care. ZOS does not care that so many people have been let down.

What doesn't make sense to me is how in any way, shape, or form, a business thinks it's ever OK to ignore your customers' support tickets.

impacman007ub17_ESO · April 2014

I love how these two companies point the fingers at each other with this issue, although I truly believe it was Amazon who dropped the ball. I have been going rounds with Amazon and finally it looks like I'll be getting the Imperial Edition, however I will be unable to play come Sunday through whenever the beloved deliverers of misinformation and deceit decide to ship a package to me. That is if its for reals this time.
Now for Zenimax, I agree with everyone who posted before about the "extended time" is not really extended and time that they had allotted from the start. I think they should make exceptions either globally or on an individual basis. I have only contacted Zenimax once for this issue since most of my time has been focused on Amazon, and the response I got was to talk to Amazon about it.. What can Amazon do about your early access time?
Figured I should try again with a post here.

Good luck everyone who has a post here. If your like me it feels like your being treated like a flea on the backside of a corporate giant.

Gunslinger · April 2014

I wonder if they are fooling themselves with the whole '5 million Beta testers' thing. Perhaps they think that they don't need to worry about us and our problems because we don't amount to much. However it can turn on you in a hurry Zenimax and it usually starts by thinking you have it made and and the customers are just being a pain so let's ignore them.