Is anyone else's game registration code from the physical Collector's Edition completely illegible?

BrokenStylus · April 2014

Received my physical copy of the collector's edition today from Game.co.uk. While (gently) scratching off the covering on the insert to reveal the printed game registration code I realised that the code was badly faded and mostly unreadable. The other codes for the Imperial Edition items and Explorer's pack are absolutely fine, but it looks like the game registration code has been really badly printed. Still waiting on customer support to get back to me (something tells me I'm going to be waiting a while), but I was wondering if anyone else has encountered this problem- especially buyers in the UK. If anyone has any advice on how I might be able to sort this out more quickly, that'd be very welcome!

Also strange: my girlfriend got a physical copy of the regular edition. After scratching off the opaque cover, her game registration code can be read perfectly well. But interestingly, the code seems to be in a completely different font and format compared to my mangled code. Not sure if that's relevant, but thought I'd mention it.

*Update:* So customer support have got back to me. They are saying it's nothing to do with them. To quote them directly:

"We're very sorry for this situation, in this case, because we don't sell the physical Imperial Edition, we recommend that you contact the retailer that you bought the game to discuss your issue and they will be able to sort your issue as soon as possible."

So, unsurprisingly, the blame is being passed to the retailer, Game.co.uk. Even more unsurprisingly, Game are pointing the finger straight back at the publisher:

" Unforutnatley [sic] i can confirm that we dont stock these as they were included in the box by the publisher and you will have to contact the publisher who would be able to provide you with this code"

Bottom line: I've just paid £89.99 for a pretty box and a few collectables, but no game. Neither side seem to want to accept responsibility. Please, if any mods or anybody with some know-how can tell me the best way to proceed here I'd be very grateful. As it is both the retailer and publisher are just referring me back to each other.

Thanks.

djmolko · April 2014

I may have the same problem - again from GAME. I can just about read most of the letters so will see if I can actually get it to work.
- Update - nope, tried about 5 different variations, none will work.

Rylanor · April 2014

Game is right that it is down to Zenimax, who are currently being, well, I can't type it here. Useless and stupid, there, that's a clean way. I'd email once with more force and then see if there was anyone higher to contact.

BrokenStylus · April 2014

Thanks for your post djmolko. I'm both slightly heartened and incredibly saddened to see I'm not the only person with this issue- I feel for you because I know the level of frustration I've experienced has been earth shattering. If you have any further developments please do post here, and I'll do the same.

To update, I've been back and forth talking to both Game and Zenimax since Friday afternoon. Not had any luck at all. Zenimax orginally were insisting it's an issue with the retailer as they "don't sell the physical Imperial Edition(!)". Game have been giving me a whirlwind of contradictory statements from a variety of representatives but basically they just don't want to know. I'm not even convinced they'd accept it as a faulty return at this stage (possible Sales of Goods Act 1979 violation?)

As of our last email exchange, Zenimax have told me that they're 'passing my issue on to their higher-ups'. Guess I'll just have to wait to see what happens, but I'm already predicting that they're just going to point the finger straight back at Game again. This has been the most aggravating part of the whole debacle- I've spent the money in good faith and it seems no one could care less. Ultimately, if both sides continue to stonewall me I'm probably going to have to start pressing the issue via legal representation.

Lotusphagus · April 2014

I feel for you, too. I've run into a similar issue, but luckily only with my Game Time Card, so I was able to unlock my game anyways. All the other code slips were perfectly fine, but when I tried to scratch off this last one, the cardboard underneath came off along with the silver lining in some places, tried it more carefully, but the code was faded just like you described yours was. I had the feeling, maybe there was some kind of plastic sheathing missing and that's why the code got scratched off as well? It's kind of reassuring to hear I'm not the only one experiencing this, though it's also kind of sad, too.

Anyways, I don't think I'll be able to prove to Zenimax or my retailer that it's the card that's faulty - since it looks kind of like it just got ripped off due to carelessness.

Basically as a consumer you have a right to receive your product as described and whole and in working order - the retailer would have to replace it, since it's them that you entered a sales contract with, right?

djmolko · April 2014

BrokenStylus - which Zenimax did you contact - I have used both the ESO customer support and the contact us through the Zenimax website. I notice on the slip with the code they have an address in Ireland but no number to go with it which is really not a lot of use, but if nothing else works I might send them some angry letters in the post!

BrokenStylus · April 2014

djmolko- I originally made contact using the 'ask for help' via email link from the support page on the elderscrollsonline.com website, and all my subsequent exchanges have been from that original email. I also tried to use the callback option, but nobody ever called my phone. Not tried the Zenimax website 'contact us' form, but it might be worth trying and copying in all my correspondence so far. Good catch with the Irish address, I'll do some digging on that later today.

Just a heads up:I don't know if you've tried contacting Game yet, but be warned if you do- the experience I have had with them has been particularly maddening. At one point a member of staff working at my local branch stated that Game don't offer refunds for opened PC titles under any circumstances, faulty or not. When I pointed out that was clearly incorrect (it would obviously constitute a flagrant breach of UK consumer law) the stock reply was just "I'm only telling you what I've been told". Completely unhelpful and mostly disinterested to boot.

I've had several exchanges with Game representatives over their webchat service. That way I can save a copy of the transcripts of what they've been saying and relay them back to ESO customer support. That more than anything seems to be the only thing that have motivated ESO to keep looking at my issue.

djmolko · April 2014

Thanks for that - I'll head into game Monday morning and see if my branch is more helpful. Actually had a reply back from their customer service and they did state they would accept returns.

BrokenStylus · April 2014

Well, my weekend-long odyssey of frustration seems to be at an end. I finally obtained a working game registration code. Oddly enough, despite all the problems I'd had with them, it was actually an employee at an outlet of Game who came to my rescue. He agreed to exchange my obviously defective game code leaflet with a working one from another Imperial Edition that had been returned because of a broken statue. It seems like they do have some leeway and discretion in these kinds of issues, so it really depends on who you talk to. ESO customer support have still remained silent on the problem as of writing this post- I'll be interested to see if they get back to me before I tell them that the situation is resolved.

Good luck to everyone who's still having problems. djmolko- feel free to keep posting here if you want/need any more info on the conversations I've had with ESO customer support and Game.