Explorer Pack rewards missing...?

Keldath · April 2014

Yes, g2a seems to be holding our Explorer's Pack Codes to sell them as DLC's.

https://www.g2a.com/the-elder-scrolls-online-explorer-s-pack-dlc-cd-key-global.html

What a low move from them, they are lying to us and stealing what should be ours from the Pre-order purchases. When I ordered my game in their website they included the Explorer's pack code in the product description.

I don't know if we can do something to solve this, maybe we should contact Zenimax support to tell them the situation. The best solution should be that Zenimax activates our Explorer's Pack checking if we have Early Access, deleting all codes created/activated from G2A. Maybe ESO doesn't have any system to link both game-codes and explorer's pack ones, but it's clear that if the game code is ours, the extra perks should be too even if someone stealed them.

I'm never going to buy anything from G2A because of this, but you should also tell other people about their bad business so other don't fall in the same situation.

Audigy · April 2014

I still have a screenshot from the 1st of April clearly stating that the DLC is included, so they cant really get away with that even though they deleted the term DLC from my purchase menu...

Ravasz · April 2014

Audigy wrote: »

Checking the G2a website today, I see them offering the DLC keys for 3 Euro... SO much to "there are no third keys"

Contacted them now to send me that key for free as it belongs to my order.

Indeed they sell it...
Can we get a Supporter's attention here please? Is this legal? Can't you do something about this?

Audigy · April 2014

Update:

After talking to the support in the G2A chat, I was told again that the pre order key = explorer key. They asked me to file a complain which I now did.

I also consulted Paypal and think about filing a report there if the key wont be delivered to me, the support there told me that I should do this also for future security reasons. It seems like I wasn't the first person who had issue´s with them, as the lady seemed to know about G2A already.

Not sure what ZO can do to be honest, they got all the hate from customers all around the world for missing keys, even though the retailers who sold the digital copies are responsible, either for holding keys back or cheating in their product description.

ZOS_AmeliaR · April 2014

Thanks for bringing this to our attention. We'll look into this and get back to you as soon as we have more information.

Ravasz · April 2014

Thank you Amelia, In the mean time I'll keep reminding g2a that they owe me a key...

ZOS_AmeliaR · April 2014

Thanks for your patience while we looked into this. Because G2A is not one of our official digital partners, anyone encountering issues with their service will need to contact G2A directly for a resolution.

Ravasz · April 2014

ZOS_AmeliaR wrote: »

Thanks for your patience while we looked into this. Because G2A is not one of our official digital partners, anyone encountering issues with their service will need to contact G2A directly for a resolution.

Great... this means none of us will get the Explorer's Pack and g2a can continue lying in our faces and reselling our pre-order keys as a standalone DLC... Awesome! Am I the only one that thinks this is not okay?

Ariane · April 2014

ZOS_AmeliaR wrote: »

Thanks for your patience while we looked into this. Because G2A is not one of our official digital partners, anyone encountering issues with their service will need to contact G2A directly for a resolution.

@ZOS_AmeliaR I agree it's G2A fault, I have no doubt with this. The only thing here that doesn't seem quite right it's the fact that the explorer's pack doesn't automatically unlock when an early access code is redeemed.

This way, retailers can choose to sell the Explorer's Pack unbound and make even more profit at your expense.

Every account with a correct early access code SHOULD have the Explorer's Pack associated, even if it's not your fault at all.

Audigy · April 2014

The reply I got from G2A.

Explorer's Pack is included in Headstart key. To recieve Explorer's Pack is necesary activate the Headstart 3 days early access trial first, and after that activate the key to the full main game as second one. If you activated the keys in incorrect order, please contact game support - operator should be able to activate your Explorer's Pack manually.

Seriously,

there are hundred´s of people who did not get their explorer pack, so they all typed in the keys incorrectly? Cmon... Especially that they now sell our keys on their website, this is just ridiculous.

@ZOS_AmeliaR

This is what G2A keeps telling us,

Like I said, we've recieved a version which only needed two keys to have the explorers pack activated. If you have not recieved it you can always contact our complaint department so please be sure that there's no fraud involved.

I know they are not your official retailer, but did such a version actually exist?

ZOS_AlanG · April 2014

Early Access and Explorer's Pack codes are separate for all editions of the game, digital and physical.

Audigy · April 2014

ZOS_AlanG wrote: »

Early Access and Explorer's Pack codes are separate for all editions of the game, digital and physical.

Thanks for the reply.

Keldath · April 2014

G2A seems to be sending that automatic reply to everyone scammed. Two guildies just got that message few minutes ago from their customer's support, word by word, same sentences. New lies everyday from them so they can keep selling our codes.

I wonder if it's even legal to sell the codes as DLC's. As @Ariane said before, Explorer Packs should be linked to Early Access, all in one product, so retailers can't scam customers and resell 2 different products.

I know it's not Zenimax fault, but I'm very disappointed atm with the situation. G2A will keep selling a product we paid for and we can't do anything, just complain about it. Could be great at least to have our codes manually activated and the G2A ones deactivated, but it seems Zenimax hasn't any link system between codes at all.

Audigy · April 2014

Ya the whole thing takes away all the fun & interest in the game for me right now. As you said, its not ZO fault - but to just keep playing wont work for me right now. I almost didn't play for three days now, as this whole topic makes me so angry.

Even if its only a small loss so to speak, its something I wont accept and I currently think about filing a claim so that I get all my money back and just get a new "secure" key from an official retailer.

Antilles · April 2014

I see a lot of people blaming some retailer called g2a.

I have the exact same issue, registered my early access code and got an email stating I am now eligible for the EP and this would be send to me via in game mail.

Here is the twist. The in game mail was not up during the time I played in Early Access, thus I never received any. After launch still no EP items.

I contacted my retailer, Dutch web shop, definitely NOT g2a, and they said the exact same thing, they received numerous complains that Zenimax has not delivered the EP content and in game mail was down. And there are only two key codes, full game and early access.

I have filled a ticket and suspect compensation on behalf of Zenimax in an appropriate manner.

UPDATE:

Zenimax (by name of Mike) replied almost immediately and they are looking in to it. Seems like regular big MMO start up trouble. Good thing its not a game breaker

.

Moobs · April 2014

Same issue here, bought from G2A but I have the crab pet but not the treasure maps so I'm not sure what's going on.

I can also play any race in any alliance which is an explorer pack bonus?

From the G2A website

Explorer's Pack Bonus:
PLAY ANY RACE IN ANY ALLIANCE - Your characters can join any of the alliances, no matter which race you choose.
SCUTTLER VANITY PET - Claim the Scuttler, a tiny but loyal companion, and bring it along on your journeys.
BONUS TREASURE MAPS - Your bundle of bonus treasure maps will lead you to hidden chests full of loot.

Audigy · April 2014

That the in game mail was down is indeed true. It is also true that I got that email which stated that I would get all my items on the 4th upon entering the game code.

It is also true that while entering my game code, the account webpage told me that they are fetching my bonus items and I will receive them once I log in.

Sadly its also true that never any items arrived in game.

I don't know whom to believe, our Forum mods clearly said how things work, our retailers say they work different...

Then again there are people who got the items by complaining to ZO long enough, others get the items twice or even three times without even demanding them

I kind of sit between two chairs here, not sure whom to believe - either way its bad reputation for the retailer (s) and ZO, there are never any winners in such fights.

Kilimanjaro · April 2014

Trying to sell them as DLC's even though Zenimax has clearly stated that the only way ever to get the explorers pack was through pre order.

This makes me sad.

d.zid.816b16_ESO · April 2014

Audigy wrote: »

Checking the G2a website today, I see them offering the DLC keys for 3 Euro... SO much to "there are no third keys"

Contacted them now to send me that key for free as it belongs to my order.

I've never had any problems with g2a.com in the past. Had great customer service that have solved the few small issues I had before quickly and without any hastle or fuss. They were always very polite to.

But after this... They can go **** themselves.
Essentually stealing (withholding part of a sold product?) and reselling that as a seperate item?

**** you g2a. **** you.

Ravasz · April 2014

Moobs wrote: »

Same issue here, bought from G2A but I have the crab pet but not the treasure maps so I'm not sure what's going on.

I can also play any race in any alliance which is an explorer pack bonus?

From the G2A website

Explorer's Pack Bonus:
PLAY ANY RACE IN ANY ALLIANCE - Your characters can join any of the alliances, no matter which race you choose.
SCUTTLER VANITY PET - Claim the Scuttler, a tiny but loyal companion, and bring it along on your journeys.
BONUS TREASURE MAPS - Your bundle of bonus treasure maps will lead you to hidden chests full of loot.

Okay... Wait what? Play as any race in any alliance is in the Explorer's pack?
Well I can play as any race in any alliance so how does this work if I don't have the Explorer's Pack? I'm so confused right now. However I can believe that this is a part of the head-start bonus, as how else could you start playing with a setup you want without the explorer's pack code entered? If this is true then again it is a false advertisement. If it is not true and somehow Headstart key should really contain the explorer's pack also than ... I don't know!!!

@ZOS_AlanG, @ZOS_AmeliaR, - How does "PLAY ANY RACE IN ANY ALLIANCE" part work if I don't have the explorer's pack? Or is it part of the head start bonus?

Thanks in advance.

Ariane · April 2014

ZOS_AlanG wrote: »

Early Access and Explorer's Pack codes are separate for all editions of the game, digital and physical.

@ZOS_AlanG, sure, we know that, sorry if you misunderstood me

What I mean is this: we know both codes are provided together, there's no way one exists without the other one, because both were advertised together if the game was pre-ordered/pre-purchased: early access + explorer's pack.

5/3 days early access PLUS

Play in any alliance
Scuttler pet
Treasure maps

These players have received only one of those codes, but they got one of the benefits of the Explorer's Pack. That's what I'm saying, having both as separated codes contributed a little bit to this mess

Edit: I want to make this clear: I am very satisfied with the customer service provided by ZOS, they fixed this for me and I am very lucky, I'm just suggesting how to avoid this to happen again in the future and I hope you can fix that for everybody else too, even without being your fault

Ravasz · April 2014

Okay, so G2A will not give us the keys and ESO Support will not activate it for us. What is the solution here to get the bonus we bought? Buy it again? Is there even anyone who is Legally selling only explorer's pack?
This is my 2nd ticket at G2A (even contacted them via live chat and all they advised to raise another case!! wtf...): https://www.g2a.com/helpdeskultimate/customer/viewext/uid/OHN2ZnVId04xQTFGUXlvMG9qZ0Yxdz09/key/2f4e50ec3d59fae3e4eab739498ae802
Please advise me what else can I do?

Ilussion · April 2014

I was in the same situation until this morning, when I got the response from ZO support that the items have been restored to may email. But you should all think at this, when you redeeming your G2A key you all revived an email like this:

"Thank you for redeeming your pre-order code for The Elder Scrolls® Online. You're now registered for The Explorer's Pack, which includes the following digital rewards:

The ability to play as any race in any alliance
The Scuttler vanity pet
Exclusive treasure maps
3 Days Early Access

You'll receive these digital rewards when you first log-in to The Elder Scrolls Online game at official launch. We'll also contact you at your account's registered email address with information about early game access as we get closer to game release in April 2014."

As you can see the game itself say that the code you enter is the code for Explorer's Pack and you should get the items! And as you can see is say noting about enter another key to get this, so I think is more a ZO Issue that a G2A. (just my opinion base on the information that from the game system by redeeming the keys.)

Also note that you may received this items on email, but you may be deleted the first created character before reading the ingame email and took out the attached items. That's why in the last patch they added an notification saying that you have emails on the character when you try to delete them.

Ravasz · April 2014

@Ilussion, please check what Alan wrote:

ZOS_AlanG wrote: »

Early Access and Explorer's Pack codes are separate for all editions of the game, digital and physical.

This means there is a separate code for only the Explorer's pack.
It is also a proof that G2A sells these keys individually: https://www.g2a.com/the-elder-scrolls-online-explorer-s-pack-dlc-cd-key-global.html
I can also assure you that I have never deleted any characters.

If you had the same issue with the same retailer (g2a) and you could talk ESO Support in to activating your Explorer's Pack / send you the mails, then you are lucky and probably they did not ask for your explorers bonus key for validation.

I still wonder how we (the rest of the people who bought it and don't have it) are going to get it? As currently there is no place or person to turn to for help or assistance. You could however buy it from g2a but I'll be damned if I buy anything from them again... Plus why should I pay for it again if I already bought it?

Ilussion · April 2014

@Ravasz, I wander why pple don't read the emails they got, please tell me what this line means for you? "Thank you for redeeming your pre-order code for The Elder Scrolls® Online. You're now registered for The Explorer's Pack, which includes the following digital rewards" for me it means that the Explorer pack is activate on my account, and indeed was activated because the "The ability to play as any race in any alliance" was indeed available when I created my character;

If ZOS_AlanG is right and a third code is required, then why they sent me that email after I use the "early access" code?

P.S. my issue was fixed by contacting the ZO customers support.

Ravasz · April 2014

@Ilussion, I've also got this mail in February when I activated the head start key, but according to ESO support this key is not the same as the Explorers key - this is only a head start key and of course the select any character was/is available for me also. When support asked for my keys they informed me that I'm missing a key and I should contact my retailer. So again I have to say you are lucky that they sent you the 2 mails with the missing stuff, but then I ask why are the rest of us different? Why can't we have it and you can?

Audigy · April 2014

We are not worthy enough ...

I also don't understand this. If they can activate it, why not for all? I would understand if they cant do anything about it, but hey...

there are people getting their pre order items 3 or 4 times and others not once. This just isn't right in my books. G2A and ZO disappoint me equally there, one doesn't give us our keys and the other doesn't care to help even though we are not any different than all those who deleted their chars or talked to the customer chat and got items.

The frustration over this is growing every day and the clock is ticking.

elderscrollsb16_ESO109 · April 2014

There's some confusion it seems.

There's 2 totally different issues :

- some people DO have the "exploration pack code" but did not received the associated bonus in game. This is a know issue. -> open an ingame support ticket and be patient

- some people never received this code, and of course cannot claim the bonus -> contact the reseller.

Also as far as I know there's 5 different code
1 - pre-order, standard version
2 - pre-order, imperial version
3 - game registration
4 - imperial edition exclusive
5 - exploration pack

1& 2 : pre-order codes are no more useful..

3: Game registration is required to play, no bonus associated

4 : Imperial edition exclusive code is added after game registrartion. Associated bonuses : play an imperial, craft imperial stuff, transfom stuff to imperial, get imperial horse for 1 gold, pet, Pledge of Mare

5 : exploration pack is added after game registration
Associated bonuses : Play any race in any alliance, Pet, Treasure maps

Ravasz · April 2014

There is actually a head-start key for which everyone got a reply when activated: "Thank you for redeeming your pre-order code for The Elder Scrolls® Online. You're now registered for The Explorer's Pack, which includes the following digital rewards:..." and they say there should be an additional Explorer's Bonus pack Key which should activate the bonus that is already activated by the head-start key... or not... or what? So if there should be no additional code than what is g2a selling? If there should be a 3rd key than why did we got the mail that our explorer's pack was activated with bonuses we never got - or only got partially?
And if we have proof that we bought the pre-order edition, why is it so hard to send us what we paid for? I don't understand what Zenimax loses by sending us 2 mails with few maps and a minipet?
This stuff supposed to have no cost or extra fees! Its only requirement was to buy any version of the game earlier than its release day and we did that exactly and it can be easily proved by a quick check on our account.

elderscrollsb16_ESO109 · April 2014

Ravasz wrote: »

There is actually a head-start key for which everyone got a reply when activated: "Thank you for redeeming your pre-order code for The Elder Scrolls® Online. You're now registered for The Explorer's Pack, which includes the following digital rewards:....

It's an confusing statement in the mail.
It means you are entitled to get an exploration pack code after game launch on 4/4.
The exact procedure to get the code depend of the vendor.
(a friend of mine purchased the game digitally and get the code on the vendor web site, under his account page on 4/4)

When you purchase pre-ordering you get
- a pre-order code that allow you to play during the anticipated period. During these period you were not able to get the explorer pack bonus
- a separate explorer pack code that was not effective until game launch (4/4) that you have to enter after having activated your account (with the game registration code + payment method)

However you were able to get the imperial edition bonuses (horse, play an imperial and so on) during pre-order period if you purchase a pre-order imperial version