Amazon delivery solution
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ZOS needs to realize we are going to keep saying it, until they give us some kind of resolution.@Jarronkai said it best. His list outlines the situation beautifully.0 -
I opened a ticket but I don't expect to hear anything. Typical...save this thread and repost when the game goes ftp and everyone moves on to MMOX or what ever. What is the harm in creating a little good will by extending those with early access keys tied to physical copies?? I am always shocked at the hubris of most game companies like they aren't gamers themselves. Hell open up the sub and keep docking me time against the early access key.Edited by grimmbaldb14_ESO on April 7, 2014 1:55AM1
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Escuzi✭Something I find crazy is that my roommate is still playing without his codes. He never logged out of the game after the grace period ended. So it is literally just the log-in process that is blocked for us. Extend the grace period Zenimax, or atleast make a statement that you're not gonna extend it.0 -
Shanna✭✭✭Something I find crazy is that my roommate is still playing without his codes. He never logged out of the game after the grace period ended. So it is literally just the log-in process that is blocked for us. Extend the grace period Zenimax, or atleast make a statement that you're not gonna extend it.
That's not the case for me. I was booted from the game right around the time that the free access time ended.
This is all part of the game.0 -
Escuzi✭Something I find crazy is that my roommate is still playing without his codes. He never logged out of the game after the grace period ended. So it is literally just the log-in process that is blocked for us. Extend the grace period Zenimax, or atleast make a statement that you're not gonna extend it.
That's not the case for me. I was booted from the game right around the time that the free access time ended.
That is really weird. I am worried that it is gonna rollback everything he has done since the grace period ended because he isn't supposed to be able to play.1 -
Phyrdrin✭✭✭✭timedilation wrote: »Purchasers of the most expensive version of ESO like myself should NOT be penalized by having their access revoked until the shipment arrives. This is absolutely ridiculous and NOT the fault of the customer.
a) An apology is in order.
b) Grace period absolutely has to be extended.
I must say, a HORRIBLE WAY to treat customers of physical collector's edition, plain and simple.
I think that, at this point, we should stop calling it a "grace period". Here's a viable example of a company that does things right.
When I order a physical box of a game from Blizzard, I receive immediate access to the game without having to wait for a physical code to arrive. I am able to immediately set up a subscription for as long as needed without said code.
Don't you think there's a reason they are so successful even when a new MMO comes out every year?
"Surprise me. Say something intelligent."0 -
Kgee✭✭✭gokou320thub17_ESO wrote: »
ZOS needs to realize we are going to keep saying it, until they give us some kind of resolution.@Jarronkai said it best. His list outlines the situation beautifully.
Very simple. Nothing difficult about it. Maybe there is some technical issue that is preventing them from extending the grace period.
Remember kids, don't feed the animals.0 -
Reignskream✭✭✭✭Something I find crazy is that my roommate is still playing without his codes. He never logged out of the game after the grace period ended. So it is literally just the log-in process that is blocked for us. Extend the grace period Zenimax, or atleast make a statement that you're not gonna extend it.
You woulda thought he would have been booted like everyone else, apparently not lol. I used to do that when my SUB would end in WoW, as i could just keep the game on and play. I guess some could get away with that, and some couldn't here on ESO.
Maybe the grace period extension from 8am to about 4pm WAS a bug, and not an extension?
O.o
Edited by Reignskream on April 7, 2014 2:00AM0 -
Phyrdrin✭✭✭✭I believe we should start some sort of petition. This thread will have to have a neutral tone - no emotion - and should be a list of people affected by this fiasco and what resolution they would like to see to the situation."Surprise me. Say something intelligent."0
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Honestly, this is a big enough customer service nightmare that I'd almost expect more than just an extension to my early access at this point. ZOS needs to start making amends for the lack of customer service they've provided so far about this issue. The shipping problem might be Amazon's fault, but this lack of communication is completely on ZOS. I feel insulted by their seeming disregard for those of us who have been effected by this.2
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JarronKai✭✭✭FWIW, I once spoke very good German and I can now read German fairly well. I poked their forums and I'm seeing a lot of the same issues. At least several people with bad Imperial Edition codes in their box, and one person who actually went to pick up a box in-person and was basically told "The boxes never showed and we have no idea when they're coming."
Don't think there was anything about the quality of the statues/book printing issues, but again, no longer anywhere near to fluent.
If Zenimax isn't somehow at fault for this type of issue occurring across multiple continents, I'm beyond utterly shocked. At the very least, they hired the world's worst suppliers/manufacturers and should probably warn all the other development houses to stay away (or maybe just let people know that the management needs to be better if you expect to have a decent game launch).2 -
Just to add my name to the list I am affected also, I preordered my copy from Amazon.com on Feb 19th. They need to fix this now or we all walk...2
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otomodachi✭✭✭gokou320thub17_ESO wrote: »
ZOS needs to realize we are going to keep saying it, until they give us some kind of resolution.@Jarronkai said it best. His list outlines the situation beautifully.
Very simple. Nothing difficult about it. Maybe there is some technical issue that is preventing them from extending the grace period.
Exactly, I feel the same is true about the pre-auth system or they would've reduced that.
It also seems that some portion of the email CSR staff don't work directly for ZO, as two of the people I've talked to now seem to have NO direct information about whether ZO is even going to offer refunds.What do you gain by criticizing a CSR complaint?0 -
Kgee✭✭✭otomodachi wrote: »gokou320thub17_ESO wrote: »
ZOS needs to realize we are going to keep saying it, until they give us some kind of resolution.@Jarronkai said it best. His list outlines the situation beautifully.
Very simple. Nothing difficult about it. Maybe there is some technical issue that is preventing them from extending the grace period.
Exactly, I feel the same is true about the pre-auth system or they would've reduced that.
It also seems that some portion of the email CSR staff don't work directly for ZO, as two of the people I've talked to now seem to have NO direct information about whether ZO is even going to offer refunds.
This would not surprise me in the least. I bet they had to outsource some of this to make it through the initial launch period. It was probably spur of the moment so very little cross training probably took place. That could explain some of the very poor customer service some people are reporting.
Remember kids, don't feed the animals.0 -
Something I find crazy is that my roommate is still playing without his codes. He never logged out of the game after the grace period ended. So it is literally just the log-in process that is blocked for us. Extend the grace period Zenimax, or atleast make a statement that you're not gonna extend it.
Tfw I went AFK for a bit, and found out thence. Feels bad, man.0 -
Kee✭✭Best Buy preorderers are having the same problem, by the way.﴾Keelie Golden-Sky ~ BretonTemplar ~ NA Aldmeri Dominion﴿0 -
Also bought the Collector's Edition and will be canceling my order with Gamestop tomorrow. Even if Gamestop or UPS messed up, Zenimax has to offer a quick solution to save face. No such solution has been presented. Really sucks too because the Collector's Edition looked great.0
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Shanna✭✭✭Amazon, Best Buy, Gamestop.....and none of it Zeni's problem, according to the rep I just got off the phone with. It's our fault for not ordering the digital version directly from them. Dumbfounding.This is all part of the game.0
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Reignskream✭✭✭✭Amazon, Best Buy, Gamestop.....and none of it Zeni's problem, according to the rep I just got off the phone with. It's our fault for not ordering the digital version directly from them. Dumbfounding.
They actually told you that you should have ordered the digital instead of the physical?0 -
Shanna✭✭✭Reignskream wrote: »Amazon, Best Buy, Gamestop.....and none of it Zeni's problem, according to the rep I just got off the phone with. It's our fault for not ordering the digital version directly from them. Dumbfounding.
They actually told you that you should have ordered the digital instead of the physical?
Not directly, just implied by saying "if you would have ordered from us, we could help you." Then they said I could just go ahead and buy another digital version from their site, and see about returning my physical edition.
This is all part of the game.0 -
Reignskream✭✭✭✭Reignskream wrote: »Amazon, Best Buy, Gamestop.....and none of it Zeni's problem, according to the rep I just got off the phone with. It's our fault for not ordering the digital version directly from them. Dumbfounding.
They actually told you that you should have ordered the digital instead of the physical?
Not directly, just implied by saying "if you would have ordered from us, we could help you." Then they said I could just go ahead and buy another digital version from their site, and see about returning my physical edition.
I like how they tell you to pretty much cancel your order, and get the digital version. When the digitals arent even working for people either! lol.
Ohh poor ZOS, digging themselves deeper, when all they needed to do was open their mouths a little more and extend a grace period.
Edited by Reignskream on April 7, 2014 2:48AM0 -
JarronKai✭✭✭
Not directly, just implied by saying "if you would have ordered from us, we could help you." Then they said I could just go ahead and buy another digital version from their site, and see about returning my physical edition.
If you do that, push them to give you your pre-order benefits. That solution was offered by @ZOS_AlanG (to order the digital edition and get the explorer pack even though it was a post-launch order), and although I never got anyone to understand me well enough to actually do it, I'd love to see ZOS held to their offer and you get what you deserve.
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MistryssNite✭✭✭
I was kicked off at about 7pm Central-US tonight. I got 12 hours free to play on a day I wasn't expecting. I'm sorry for everyone else that couldn't play or won't be able to play soon. Even though I'm not (currently) affected (haven't checked my book for copied pages yet), I'm upset at this whole business. There's clearly a lot of incompetency over at ZOS...I wonder if it's the same people that tried to set up the obamacare website.Something I find crazy is that my roommate is still playing without his codes. He never logged out of the game after the grace period ended. So it is literally just the log-in process that is blocked for us. Extend the grace period Zenimax, or atleast make a statement that you're not gonna extend it.
Edited by MistryssNite on April 7, 2014 2:59AMCurrent main: Pe'tra
Female Khajiit Templar of the Aldmeri Dominion
Feel free to join her in questing ^.^It's just been a morning of death1 -
Wife and I played this morning. Now we can't - very disappointed. Hopefully we'll get our boxes copies from Amazon.
Really would have been no hard to extend the early-access accounts a few days...I mean come on...I am not impressed.3 -
Glynt✭✭Saying that it is not their problem is a cop out. The advertisement I got in my email promoted how great the physical copy was. Their website promoted it. The link I followed was from their website that took me to Amazon. There was no mention anywhere on their website that the digital copy was the best (or only) way to play at launch. Saying this is not their fault doesn't even pass the common sense test.
Makes absolutely no sense to kick paying customers out and *** them off. And yes ... this does make me seriously consider whether or not I want to give them my money if they are so careless with their customer service.4 -
So, what we're learning is that ZOS must not care enough to actually work with the customers despite the numerous threads/voices we have heard over the last couple days on these forums. This is an awful business decision they've made in my opinion, and I for one am incredibly disappointed.1
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Phyrdrin✭✭✭✭Here's the bottom line:
Although hundreds of people have been affected by this, ZOS knows (or believes) that most of the complainers won't leave. They believe that once people get their copies or break down and buy a digital copy, they will forget this ever happened. We are all frustrated, disappointed, and upset - but, how many of us will actually leave and cancel our orders?
ZOS is counting on the fact that these complaints are temporary. This is why they aren't afraid of treating us like an annoying piece gum on the bottom of their brilliantly polished shoes. It's been nearly 48 hours since I last heard from customer support about my situation. I've sent several replies to them asking for help with no success. I'm sitting here, $106 dollars down on my account with no knowledge of when my game will arrive, if ever.Edited by Phyrdrin on April 7, 2014 5:29AM"Surprise me. Say something intelligent."1 -
sylviermoone✭✭✭✭✭It really doesn't matter where in the supply chain the issue came from at this point. This is rapidly becoming a serious PR issue for Zenimax, not due to supply issues, but due to how this issue is being handled (or not handled, I should say).
The people dealing with delayed shipments that have verifiable tracking/payment statements should not have been kicked from the game. It would have costed Zenimax zero to extend the grace period to allow for these people to receive shipment.
As for the people that don't know if/when they may see the item they ordered show up, that's a crying shame. This was a pre-ordered item. Managing supply of something that people are paying for months before they order it is really not that difficult. I don't have any suggestions for how that issue could be resolved. (And yes, I do have supply chain experience).
Ditto for damaged shipments. I'm sure we've all ordered things from the web, and understand that damage can occur. But how does one go about getting their limited quantity Molag Bal statue replaced?
I understand the forum moderators have no authority to actually do anything to help. The best they can do is say "it's being worked on" over and over again ad nauseum. My question is where are the suits that CAN exercise authority? Companies WAY bigger than this one manage to react to potential PR issues WAY faster than this is being reacted to.
I suspect with the weekend coming to a close, we may actually get something official from Zenimax. But to me that begs the question: what the heck are the people in charge doing this weekend? Golfing? On launch weekend? Seriously? Even with my limited tech/MMO knowledge, I know that is a bad move.....Co-GM, Angry Unicorn Traders: PC/NA
"Official" Master Merchant Tech Support
and Differently Geared AF
@sylviermoone4 -
sylviermoone wrote: »It really doesn't matter where in the supply chain the issue came from at this point. This is rapidly becoming a serious PR issue for Zenimax, not due to supply issues, but due to how this issue is being handled (or not handled, I should say).
The people dealing with delayed shipments that have verifiable tracking/payment statements should not have been kicked from the game. It would have costed Zenimax zero to extend the grace period to allow for these people to receive shipment.
As for the people that don't know if/when they may see the item they ordered show up, that's a crying shame. This was a pre-ordered item. Managing supply of something that people are paying for months before they order it is really not that difficult. I don't have any suggestions for how that issue could be resolved. (And yes, I do have supply chain experience).
Ditto for damaged shipments. I'm sure we've all ordered things from the web, and understand that damage can occur. But how does one go about getting their limited quantity Molag Bal statue replaced?
I understand the forum moderators have no authority to actually do anything to help. The best they can do is say "it's being worked on" over and over again ad nauseum. My question is where are the suits that CAN exercise authority? Companies WAY bigger than this one manage to react to potential PR issues WAY faster than this is being reacted to.
I suspect with the weekend coming to a close, we may actually get something official from Zenimax. But to me that begs the question: what the heck are the people in charge doing this weekend? Golfing? On launch weekend? Seriously? Even with my limited tech/MMO knowledge, I know that is a bad move.....
And to add.. if they weren't going to have anybody with any ability to do anything in the office this weekend, why in the heck would they pick a friday release date?!?!5 -
Valethar✭✭✭✭gokou320thub17_ESO wrote: »And to add.. if they weren't going to have anybody with any ability to do anything in the office this weekend, why in the heck would they pick a friday release date?!?!
I have a theory, but voicing it would get me a ban.
Resistance is not futile! Say no to the Greed Collective™. Boycott Crown Crates.2