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Zenimax and Amazon dropped the ball.
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TheGrandAlliance✭✭✭✭Make sure to vote on whether you are gonna cancel or not!Edited by TheGrandAlliance on April 7, 2014 12:05AMIndeed it is so...0 -
JarronKai✭✭✭Reignskream wrote: »The fact that our orders havnt been shipped yet is something they said they're working on. They said it earlier around lunch time today, what more do you guys want from them?
First, I want their customer service responses to be intelligent and show evidence of someone actually having read the ticket. They say right on the submission website to "be nice, because we're sending this to a real person." Well, either that real person needs to be replaced with someone who can read English, or you need to build a better robot.
Then, I want a substantive update with: 1) an apology from ZOS for the inconvenience this has caused 2) a promise that they are thoroughly investigating, and this will not be allowed to happen again and 3) an affirmative statement that customers WILL be compensated for the frustration and disruption this situation has created, and reassurance that everyone will be made whole. ZOS needs to step up and reassure people that they will not miss out on pre-order benefits because of this issue, or other problems with bad codes, damaged goods, etc. relating to the physical editions.
Even if they can't say what the compensation might be, or how they will verify the accounts of people who had a legit pre-order but never got their codes, they need to commit now to taking care of us. They need to end the message with "and we will provide further updates in 24 hours" and then do it.1 -
Reignskream✭✭✭✭
You paid 100-130 dollars (as did i) for the imperial edition, and its goodies, which included free 30 days of game time. That 30 days will NOT kick in, until you put your physical code in. (which we havnt yet). So i see no issue as to why were NOT playing.
The fact that our orders havnt been shipped yet is something they said they're working on. They said it earlier around lunch time today, what more do you guys want from them? Ofcourse it sucks, but this stuff happens. I got a 30 dollar credit from amazon due to they didnt ship it out in time, if you guys didn't copy and paste exactly what the ZOS admins said earlier in this thread, and told amazon about it, then that is your faults.
They will not give you a play by play analysis. We created our accounts, and jumped in ESO knowing a sub time would have to kick in, the fact we didnt get our orders yet sucks when they promised them to us, but like i said, belittling and harrassement is NOT going to speed things along.
They will give us info when they're ready, and that's been made clear.
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Again, it's not so much about patience, it's about poor business planning. I have defended Zenimax against the people whining about early access, that's a privilege, I defended them against the bugs, and the long wait times. it's launch, that's expected. what is unacceptable is the fact that there is no REAL reason not to let us put a billing option in without a code. they have our preorder codes, they know who we are. we don't want free stuff, we don't want extra "free" time, we don't want in game goodies, we simply want to be able to play the game, and are willing to pay for a month to do so. (and in case you're wondering, this does not greatly affect me, since I am scheduled to get my copy tomorrow) and voicing opinion is not harassment simply because you do not agree with our viewpoints. most people here have been very mellow, and are simply stating how they feel. very few are calling others names, or raging against Zenimax. We're simply giving voice to our issue. (which, btw, you are directly endorsing by your continual disagreement) All that being said, you are entitled to your opinion as much as we are to ours. We will just simply have to agree to disagree on this issue.
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Just read through the thread, look at the harassment and threats of spam, and that's just one example. I'm not just speaking soley on this point in time, its throughout the whole thread. I agree they should extend the grace period, that i do. or the pay option, id do it myself. BUT they're working on the issue, and they said that at lunch today. ( im pretty sure i said tht about 4 or 5 times now.)
So what more do we need to know?!?
But like i said, they have MILLIONS of other things going on I'm sure, and this is just another one to them. We have to work with them accordingly, and not post like 12 year old children. I dealt with the SAME things people have going on here for about a week and a half, but i didn't go to the extent of harassment, or calling people trolls, or telling me i must work for ZOS because i have a different opinion.
Edited by Reignskream on April 7, 2014 12:08AM0 -
Reignskream wrote: »The fact that our orders havnt been shipped yet is something they said they're working on. They said it earlier around lunch time today, what more do you guys want from them?
First, I want their customer service responses to be intelligent and show evidence of someone actually having read the ticket. They say right on the submission website to "be nice, because we're sending this to a real person." Well, either that real person needs to be replaced with someone who can read English, or you need to build a better robot.
Then, I want a substantive update with: 1) an apology from ZOS for the inconvenience this has caused 2) a promise that they are thoroughly investigating, and this will not be allowed to happen again and 3) an affirmative statement that customers WILL be compensated for the frustration and disruption this situation has created, and reassurance that everyone will be made whole. ZOS needs to step up and reassure people that they will not miss out on pre-order benefits because of this issue, or other problems with bad codes, damaged goods, etc. relating to the physical editions.
Even if they can't say what the compensation might be, or how they will verify the accounts of people who had a legit pre-order but never got their codes, they need to commit now to taking care of us. They need to end the message with "and we will provide further updates in 24 hours" and then do it.
I will say they did eleviate some fears about the pre-order bonuses. Apparently the box has a pre-order code in it, and that code will not expire: here is quote from page 24 of this forum
ZOS_AlanG wrote: »
» show previous quotes
We can confirm that Explorer's Pack codes do not expire. Customers can redeem their code at any time and receive the full benefits it entitles.0 -
Gunslinger✭✭So Reignskream now your complaining about the complainers? Or are you on here to enlightenment us poor heathens about the big ol' world and how it works?
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This is the mistake in your logic. Customer service is considered bad anytime you feel like you are just 1 of a million problems they have to deal with. If ZOS would reply with real information on the issue of locking people out (like they did with the issue with the pre-order benefits) people would feel like ZOS considers them important. If you go through and read these comments, people feel like ZOS is ignoring them. That IS bad customer service, and the only way ZOS will realize their mistake is if they feel some kind of pain for doing things this way.Reignskream wrote: »
.....
But like i said, they have MILLIONS of other things going on I'm sure, and this is just another one to them. We have to work with them accordingly, and not post like 12 year old children. I dealt with the SAME things people have going on here for about a week and a half, but i didn't go to the extent of harassment, or calling people trolls, or telling me i must work for ZOS because i have a different opinion.
Edited by gokou320thub17_ESO on April 7, 2014 12:18AM1 -
Reignskream✭✭✭✭gokou320thub17_ESO wrote: »
This is the mistake in your logic. Customer service is considered bad anytime you feel like you are just 1 of a million problems they have to deal with. If ZOS would reply with real information on the issue of locking people out (like they did with the issue with the pre-order benefits) people would feel like ZOS considers them important. If you go through and read these comments, people feel like ZOS is ignoring them. That IS bad customer service, and the only way ZOS will realize their mistake is if they feel some kind of pain for doing things this way.Reignskream wrote: »
.....
But like i said, they have MILLIONS of other things going on I'm sure, and this is just another one to them. We have to work with them accordingly, and not post like 12 year old children. I dealt with the SAME things people have going on here for about a week and a half, but i didn't go to the extent of harassment, or calling people trolls, or telling me i must work for ZOS because i have a different opinion.
But we know why everybody is locked out, and that is because its time to put your code in in order to continue to play. They stated this a week ago when they announced the grace period ending. Thats not ZOS ignoring anybody, thats people not willing to accept the truth.
Edited by Reignskream on April 7, 2014 12:21AM0 -
boonrok✭Sadly this will effect the future of the game and many of the most devout TESO players are now feeling alienated because of some simple error that could have easily been prevented by zenimax allowing an extra two days of extended play.3
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TheGrandAlliance✭✭✭✭Reignskream wrote: »-- Sorry my opinions scare you so much.
No.... it is more like if you were not here trolling for ZeniMax this thread would be 100% against ZeniMax.Reignskream wrote: »But we know why everybody is locked out, and that is because its time to put your code in in order to continue to play. They stated this a week ago when they announced the grace period ending. Thats not ZOS ignoring anybody, thats people not willing to accept the truth.
No... it is more like people have been complaining about this issue as soon as they learned that the lockout started on a SUNDAY. ZeniMax never should have done this in the first place.Edited by TheGrandAlliance on April 7, 2014 12:23AMIndeed it is so...1 -
Reignskream✭✭✭✭TheGrandAlliance wrote: »Reignskream wrote: »-- Sorry my opinions scare you so much.
No.... it is more like if you were not here trolling for ZeniMax this thread would be 100% against ZeniMax.
1: I don't know in what fairy tale land you came up with that i work for Zeni, but keep telling yourself that.
2: Your going to get in trouble for calling people trolls, as it is against rules and regulations, just a friendly headsup.
3: You still make no sense.
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Aquilon✭✭My issue is this:
* I live at a university in California
* Said university sorts delivered mail before students may pick anything up
* Said university mail-room is closed on weekends
* My pre-order shipment included a subscribe-and-save item from amazon
* Amazon shipped both items together to save on shipping costs...from Virginia
* My package arrived on Friday, after sorting hours
* I am locked out of the game until the mail room says I can pick up my package (and hopefully it wasn't lost/stolen since it was shipped FedEx).0 -
Gunslinger✭✭Just pointing out the obvious Reignskream. You have jumped on everyone here for complaining and yet you are doing the same. And you have nothing to show me.2
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JarronKai✭✭✭gokou320thub17_ESO wrote: »
I will say they did eleviate some fears about the pre-order bonuses. Apparently the box has a pre-order code in it, and that code will not expire: here is quote from page 24 of this forum
ZOS_AlanG wrote: »
» show previous quotes
We can confirm that Explorer's Pack codes do not expire. Customers can redeem their code at any time and receive the full benefits it entitles.
That's nice, but it doesn't address the issues of: 1) people who may not get their box due to supply issues 2) people who have received boxes with no codes or mis-printed codes or 3) people who receive boxes with damaged physical goods and are required to return the entire package for refund, but may not be able to get an exchange due to the limited quantity.
Right now, I'm a little scared even if my box does show up, because I have zero confidence that any problems with it will be addressed. I'm sure Amazon would be happy to take it back and refund my money, but that still leaves me without the pre-order benefits I thought I secured when I placed my order.
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Reignskream✭✭✭✭Gunslinger wrote: »Just pointing out the obvious Reignskream. You have jumped on everyone here for complaining and yet you are doing the same. And you have nothing to show me.
I simply stated that they said they're working the issue out, and they said that at lunch today. Apparently your irritability and anger prohibits you from seeing what is right infront of your face. I can relate, as i was somewhat like that last week, but you simply cant accept the fact that they already gave you an answer, grace period is over.
Live with it until they say otherwise, don't take it out on me. I'm simply in defense of ZENI due to a week later this stuff worked out for me, and i believe it will for the rest of you as well.
Canceling your orders will just give your order up for another person to easily snag.
Edited by Reignskream on April 7, 2014 12:31AM0 -
Reignskream wrote: »gokou320thub17_ESO wrote: »
This is the mistake in your logic. Customer service is considered bad anytime you feel like you are just 1 of a million problems they have to deal with. If ZOS would reply with real information on the issue of locking people out (like they did with the issue with the pre-order benefits) people would feel like ZOS considers them important. If you go through and read these comments, people feel like ZOS is ignoring them. That IS bad customer service, and the only way ZOS will realize their mistake is if they feel some kind of pain for doing things this way.Reignskream wrote: »
.....
But like i said, they have MILLIONS of other things going on I'm sure, and this is just another one to them. We have to work with them accordingly, and not post like 12 year old children. I dealt with the SAME things people have going on here for about a week and a half, but i didn't go to the extent of harassment, or calling people trolls, or telling me i must work for ZOS because i have a different opinion.
But we know why everybody is locked out, and that is because its time to put your code in in order to continue to play. They stated this a week ago when they announced the grace period ending. Thats not ZOS ignoring anybody, thats people not willing to accept the truth.
Yes, we know why we're locked out. Some people just feel that ZOS should either change their stance on it or tell us they are not going to. It's like going to a restaurant and getting an undercooked steak, and when you tell the server, they take it away, and never come back to your table. You know it most likely wasn't the servers fault, but After waiting an hour or 2 (in this case 2 days) you are going to start complaining about the service. The server might not have been at fault.. but they had better go back and make sure the situation is fixed as fast and effectively as possible. All the people in here are doing is telling ZOS what it is they expect and why they feel ZOS is not doing enough to fix it.0 -
Phyrdrin✭✭✭✭Reignskream wrote: »The fact that our orders havnt been shipped yet is something they said they're working on. They said it earlier around lunch time today, what more do you guys want from them? Ofcourse it sucks, but this stuff happens. I got a 30 dollar credit from amazon due to they didnt ship it out in time, if you guys didn't copy and paste exactly what the ZOS admins said earlier in this thread, and told amazon about it, then that is your faults.
No, that is not our fault. If you haven't read the previous posts (as you claim you have), most of us have said that Amazon has refused any sort of "make good" offer despite numerous phone calls and chats.Reignskream wrote: »We have to work with them accordingly, and not post like 12 year old children.
Only 1 or 2 people here posted with "threats" for spam. Those were posted with a lighthearted attitude that I interpreted as a joke. As you can see, there has been no spam. Calling them or anyone else that's posted their valid issue and opinion here "12 year old children" is ignorant and immature in itself.Reignskream wrote: »I dealt with the SAME things people have going on here for about a week and a half, but i didn't go to the extent of harassment, or calling people trolls, or telling me i must work for ZOS because i have a different opinion.
I thought posts didn't offend you. Guess that wasn't true. I warned you about what you were doing, but you didn't listen. As many people have explained, you are posting about your own personal situation which has worked out fairly favorably. Basically, to them, it feels that you are rubbing salt into their wounds. The situation worked out for you? Amazon gave you some sort of credit? Wonderful. You clearly have no bone to pick with anyone, so why are you still posting and trying to get people to stop contributing to this discussion?
You started throwing "insults" first by calling people immature and claiming their problems were invalid. People will only give back what you put in. If you start with negativity, you will get negativity. Several of us have taken the time to explain to you where our true hurt lies with ZOS and Amazon. However, you either chose to ignore those explanations or you just don't care about anything but spamming your own point of view.
At this point in time, I am convinced that you are trolling this thread, therefore this will be the last time I respond to anything you say. Not only that, but I will be reporting you for abuse, as you are clearly trying to escalate a conflict here. That is the last thing we need."Surprise me. Say something intelligent."3 -
Reignskream✭✭✭✭Mk, i can see you guys are filled with anger at the company, and won't even accept my opinion. I can deal with that, and you go ahead and keep calling me a troll, because im not.
Im simply just trying to tell you that they are working on the issue, and that im sure they don't appriciate being harassed 24/7 about it. I'm done posting now, as you cant even accept the own response ESO gave to you, so in turn you wont accept an opinion from anyone else either. I didnt jump down ANYBODIES throat until i was called out by every angry mob in this thread, not my problem.
btw, im in the same boat as all of you, just so you know. with that being said:
Good luck with your orders.Edited by Reignskream on April 7, 2014 12:39AM0 -
cozmon3c_ESO✭✭✭✭✭We wanted to step back in to let everyone know we're still working on this matter.
For those of you getting your physical Imperial Editions later than today, 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).
Mine says its preparing to ship and its sunday, it hasnt even left the hands of amazon yet, please extend farther, you have my money, my sub and my time, but this is bs right now. i spend more to get screwed more. i ordered this back in january. what is the big deal here. just extend and let us play!!Guild UMBRA Chapter Lead
~Leper Si -V14 Sorcerer~
Youtube Channel - Leper
https://www.youtube.com/user/TheCozmon3c/videos1 -
Demanic✭I think we got screwed by both the greedy *** at Zenimax and Amazon. Only 2 days to enter subscription, really? Why? Afraid I'll cancel before you get to charge my account? Only possible reason is greed.
Amazon's email today said I should get it by the 7th. But then again, last week they said I'd have it by the 4th. I'm guessing I'll get another message tomorrow that I'll get it on the 12th.
People pre-order to get the bonuses AND to be able to play at launch. Expensive pre-orders of collectible editions even more so. I don't know of anyone that's ever pre-ordered so they can get locked out of the game after 2 days so they can wait for the post office to finally arrive at their house.
Shame on both companies for not researching problems other companies had with pre-orders 10 years ago that they've fixed. Never going to pre-order from Amazon again.3 -
JarronKai✭✭✭Reignskream wrote: »
Im simply just trying to tell you that they are working on the issue, and that im sure they don't appriciate being harassed 24/7 about it. I'm done posting now, as you cant even accept the own response ESO gave to you, so in turn you wont accept an opinion from anyone else either.
Their response sucked. It meets the bare minimum standard for the threshold of a "response" and it has not been updated in a timely fashion. All they managed to do was establish that they had looked at at least one post and mostly grasped the problem that is being had with one retailer. That isn't satisfactory to me, and it isn't good business practice in general.
So no, I don't have to accept their "response." For $100 from me and thousands of other people, they can do better.
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Reignskream✭✭✭✭Reignskream wrote: »
Im simply just trying to tell you that they are working on the issue, and that im sure they don't appriciate being harassed 24/7 about it. I'm done posting now, as you cant even accept the own response ESO gave to you, so in turn you wont accept an opinion from anyone else either.
Their response sucked. It meets the bare minimum standard for the threshold of a "response" and it has not been updated in a timely fashion. All they managed to do was establish that they had looked at at least one post and mostly grasped the problem that is being had with one retailer. That isn't satisfactory to me, and it isn't good business practice in general.
So no, I don't have to accept their "response." For $100 from me and thousands of other people, they can do better.
Then continue to be upset over nothing. Not my problem, i just wanted to inform people that they have been responding, and that they're looking into it. If that is not good enough for you, then well have at it.
Edited by Reignskream on April 7, 2014 12:46AM0 -
I've been talking to Amazon several times in regard to my Physical Imperial Edition because I've been having a feeling that Amazon and ZoS weren't on the same page logistics-wise.
First the rep assured me that I will receive my Game Code before release.
I didn't receive the Game Code on release. I went out to them again. They sent me the Game Code by email in a non-canned, person typed email, but it doesn't work (Invalid).
I also asked them why my order still shows "Preparing to be shipped" second day after release, and they assured me in chat and then by email that they will make sure I get my order by April.0 -
TheGrandAlliance✭✭✭✭Reignskream wrote: »Then continue to be upset over nothing. Not my problem, i just wanted to inform people that they have been responding, and that they're looking into it. That is all.
I am upset about (probably) losing my 3rd rank in Dawnbreaker EU (Ebonheart)not to mention have 0 chance of regaining 1st place. A game that the Emperor Title requires you to play non-stop means that this delay ==Game Over.
On another note about what to do about that issue: I had a thread discussing changes to Emperor TItle to make it a Guild-Based System.
Edited by TheGrandAlliance on April 7, 2014 12:51AMIndeed it is so...0 -
Gunslinger✭✭There you are Reignskream, we thought you had left and us like poor lambs with no direction. Please continue your riveting diatribe. * makes popcorn and waits patiently*2
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JarronKai✭✭✭Reignskream wrote: »
Then continue to be upset over nothing. Not my problem, i just wanted to inform people that they have been responding, and that they're looking into it. If that is not good enough for you, then well have at it.
Pretty sure "nothing" would be something more like - they had to do a patch today and I couldn't play for an hour. Something might be more like "No idea if I'm getting my box, no confidence that if I do get the box and something is wrong with the codes/goods I will have any hope of getting it fixed, and I'm probably out the pre-order benefits no matter what I do at this point."
Customers have a right to be frustrated when businesses don't deliver on their promises, even when the entirety of the situation was not in the control of the business. If a business can't handle customer dissatisfaction, even when it was someone else's fault, they need to be in a different business or shut down entirely.
If I can't pay on time one month because my credit card is maxed out, or stolen and cancelled, or any other reason, Zenimax isn't going to be understanding, or patient. Why should I treat them any differently?5 -
Valethar✭✭✭✭Hey guys, just wanted to let you know we don't have any additional updates for this matter at this time. However, we are still working on it.
No you're not. Please at least have the grace to just tell us that you don't care and won't do anything, rather than spit at us and pretend it's rain.Unfortunately, at this time we do not have a solution for those people still waiting for delayed copies of the game.
Yes, actually, you do. We've suggested it numerous times. Extend the grace period to the middle of the week. You just don't care enough to do it.
The Sunday cutoff was never adequate to begin with, given a Friday release. Players have been telling you that since February when it was announced. You just refuse to listen to common sense solutions that would alleviate the issue and leave you free to deal with more pressing matters, such as bugs, banning the gold spammers, etc...
Allegedly ZOS is supposed to be staffed by gaming industry veterans, who one would think should have some sort of experience with game launches. Thus far all we're seeing is everyone pointing fingers at everyone else, but no one actually doing anything to solve the problem.
Edited by Valethar on April 7, 2014 12:57AMResistance is not futile! Say no to the Greed Collective™. Boycott Crown Crates.3
This discussion has been closed.