ZeniMax Media, Inc.

Review: I purchased one copy of the Zenimax's Digital Edition of [redacted]
Their online store informed me that the transaction didn't go through but I checked my statement and they had already taken the money
With purchase of this I was guaranteed one copy of their game and five days early access as advertised on their website
However, I have received none of this and the money is taken from my account
I put in query for support to resolve this and instead their support channel was unhelpful and deceitful
They would not furnish me with anything and I have not been contacted back further after submitting two additional tickets within their support channel.Desired Settlement: I would like, simply, what I purchased
I would like to the digital goods they advertised
If they are unable to furnish me with the product that I purchased I would like a full refund and a formal letter of apology from their management within Zenimax directly
I would like their business audited to ensure this situation does NOT happen to other consumers
If they are going to sell a product, they need to deliver, which was not done
Business
Response:
Hello [redacted],
We appreciate you reaching out to us to resolve the issue that you are encounteringWe strive to ensure that all customers enjoy our products and work hard to correct any issues that they may be facing
Our support channel is not able to provide specific details on transactions unless certain information can be verifiedThis is for the security of accounts and to prevent the release of information related to accounts to unauthorized partiesThe security of accounts is a priority and we apologize if you encountered issues due to security procedures
If you placed an order for a game and did not receive the product, there are several issues that could have occurred, including an authorization that did not settle due to a response type received from the financial institutionThis would appear as a hold on funds against an account balance but would not be submitted for collectionIf a transaction is never submitted for collection it will never be received by the store and the product would not be delivered, resulting in no successful order number being provided
Generally if a non-settlement occurs on an authorization the balance is available within hoursNote that the time is variable depending on the financial institution usedWe ask that you contact your financial institution to confirm that no funds were ever collected on the transaction
If you do have additional questions, we do ask that you contact our support team at https://help.elderscrollsonline.com/Feel free to include any further questions or comments when contacted and they will be happy to assist you
Thank you,
Zenimax Media Inc

Review: I (and my wife) have been trying to contact the company in reguards to getting a refund for both our purchases of there recent game release of [redacted] online. The game requires us to purchase extra time to play online that we do not want in order to play with the current time we already have. Since we both have contacted them we have only gotten the run around and have not been given a refund as we are entitled to. We have tried to call their customer care line only to be put on hold and hung up on all 5 times. Countless emails and complaints to the company have turned up no help at all. All we want is our money back, and yet the company refuses to do so despite countless others who have gotten refunds for their games after similar issues. The company requires you to have an active credit card on file in order to play online, reguardless if you buy seperate game time cards from an outside retailer. They even charge your card a small amount then refund it in order to prove you can pay for more time. Until you file an active credit card on file you can not play with the current time you have already purchased. All me and my wife want is our money back.Desired Settlement: Please just give us our money back for both purchases of the game.

Review: Attempted to get I contact with this company and received a number to call by machine. The number that I received was not the business but a resident who claimed he gets calls all the time from others who are attempting to contact the company. I am unable to obtain the proper number to this company from any source either human or machine.Desired Settlement: Need a proper contact number

Business

Response:

Hello [redacted],

Review: There has been a problem in-game with bank vaults in [redacted] Online being reset back to the initial starting point of 60. My vault was one of the ones affected by this bug, it was reset from being able to hold 80 items back down to 60. It has now been two weeks since this happened and I'm just getting the run around from customer service, nothing is being done about restoring my vault spaces. On top of all that, they are not releasing any information about when this issue will be fixed or the compensation they plan to give. Since I use my in-game coin to buy the vault spaces I want the spaces added back to my vault.

This is a serious issue that is affecting many players but it's being treated as a minor one. Zenimax just doesn't care.

There have been several that have had their accounts compensated for the loss that have submitted customer service tickets after I have, this is unacceptable.

My customer service ticket to Zenimax in regard to this issue on [redacted] online is: [redacted]Desired Settlement: I would like my bank vaults spaces returned and for them to call me at ###-###-#### and apologize for their lack of service. I would also like them to provide a daily update on their forums as to what is being done to correct this problem so that others may know what is being done.

Review: I downloaded a game from them "[redacted] 3" and it will not run on any machine running an operating system beyond [redacted]Desired Settlement: I would like my money returned, and the game removed from the site so it can no longer be sold.

Business

Response:

Hello [redacted],

We appreciate you reaching out to us to resolve the issue that you are encountering. We strive to ensure that all customers enjoy our products and work hard to correct any issues that they may be facing.

A refund may be possible. Please check with the retailer you purchased the game from in order to confirm the return and refund policy in order to determine their requirements. That said, we can still offer technical support for the product in order to resolve the issue you encountered.

Please contact us at ###-###-#### between the hours of 9am to 5pm Monday through Friday, EDT. When calling, press 8 and then press 1 when prompted in order to be directed to a [redacted] 3 technical support specialist. If you do not wish to call, you may send an e-mail to us at [email protected]. Our technical support staff endeavors to respond promptly to your inquiry as quickly as possible. Feel free to include any further questions or comments when you contact us and we will be happy to assist.

Thank you,

ZeniMax Media Inc.

This company does not provide all services paid for. When paying for their ESO plus services for the game ESO, you are supposed to receive 1500 "Crowns" for every month you pay for. They still advertise this and yet they do not give you the "crowns", which are used to buy in-game additional services/products that can be purchased with real money. When you file a report regarding the "crowns" nothing is done short of giving you an automated response to wait and then prove your purchase. When you complete this, nothing happens. No responses, no update.....nothing. I'm at the 12th day mark and nothing. So don't waste your money, you will not get what you pay for.

Review: Email I sent to Zenimax in refrense to their product Elder Scrolls Online: When I attempt to search for a return policy of any kind I come up with nothing. Additionally I am in the Army and deploying overseas in one month, I would not even be able to play the game if I wanted to. I'm sorry I do not find the game interesting, perhaps a year from now when I return to the United States it be be better and I will repurchase. I disagree with your statement claiming I have made significant progress in the game, I have not come remotely close to reaching endgame content and the PVP is extremely unbalanced. I have been playing [redacted] for 10 years and I regularly reach the endgame content, I have never asked them for a refund because the game has always remained interesting. Personally, the matter of this refund is of an honorable nature. You claim to have an excellent product and in my opinion, you do not. I would greatly appreciate a refund.

Email Zenimax sent me:

Response By Email ([redacted]) (05/25/2014 05:11 PM)

Hail, [redacted], defier of Molag Bal!

Thank you for contacting The Elder Scrolls Online

We are going to go ahead and process a refund for you, as we were contacted immediately after purchasing the subscription. However at this time we will need to verify the account in order to be able to directly assist you at this time.

Account verification can only be completed with a validation of ONE of the following:

1.The Answer to the Secret Question

2.Last 4 digits of the credit card number

Thank you for understanding, as well your patience while we assist you in resolving this issue.

Currently, the best way to keep an eye out for upcoming news about The Elder Scrolls Online is to watch our official page and social channels:

Thank you for your continued interest and support!

Warm Regards,

The Elder Scrolls Online Team

After telling me they would process a refund for the $100 game I purchased, I only recieved a refund for one moth of game time: $16.Desired Settlement: Refund of the full purchase price.

Business

Response:

Hello **. [redacted],

We appreciate you reaching out to us to resolve the issue that you are encountering. We strive to ensure that all customers enjoy our products and work hard to correct any issues that they may be facing.

We apologize for the issues you encountered while using The Elder Scrolls Online. Per tickets [redacted], and [redacted], we have refunded you for the original game purchase of $85.59 made on 4/12, and the $16.04 transaction made on 5/29 for the days of May that you did not play. Since you have repurchased the game shortly after the original purchase and subsequent refund, and continued to play, we will not be refunding that second purchase of the game.

If you need further assistance, please contact us through our Web site https://help.elderscrollsonline.com/. Here, you will have the option to receive a call or email us to have any issue resolved.

Thank you,

ZeniMax Media Inc.

Review: I purchased online software and the company is not supporting its software. Calls/E-Mails go unanswered.Desired Settlement: Either fix the software so I can access it or refund the $70 US Dollars purchase price

Review: I purchased the online game "[redacted] Online". It is a massive multi-player online game (mmo). There is also a monthly subscription fee for the service on top of the purchase price of the game. I have had nothing but problems with this game since it went live last week. I have contacted their customer service a number of times regarding these issues and have received politely worded apologies regarding these issues, but they have done to fix the ongoing issues. These issues include, but may not be limited to: excessive lag time making interaction with other players and computer-generated "npc"s nearly impossible; having log-in problems with my account and recently simply being dropped from the server for no apparent reason when the game simply ceases to function.Desired Settlement: I would like to see these problems resolved so that I can actually enjoy the game I am paying for.

Review: I purchased a software game through [redacted], SKYRIM, created by [redacted] on 7/4/13. After purchasing item, it was discovered that I was required to set up an online account in order to use the software on my computer. There is small print on the back of the case that does say that there is an agreement to set up an account online and that activation of this software has to be done through this website called STEAM and run by Valve Corporation, however, the print is in fine detail and does not include the fact that playing the game is done through their website and involves an arbitrary "launch" time in which they demand that personal information is also given to them for demographic reselling.

After the consumer has gone through this set up, it also becomes apparent that if there is dissatisfaction, one cannot return the software package because it has been opened to use. I believe this is cyber extortion and is not ethical; a mere bid to force a consumer to purchase the item for a fixed price and be subject to an unnecessary online interaction just for the company to sell consumer data to third parties. Now, I am out $30 in purchasing a game that I cannot return after discovering this highly undesirable feature.

When I attempted to contact [redacted] via their online form, the comments would not upload.

Business

Response:

Hello **. [redacted],

Review: 3 years ago I bought the game [redacted] with key code [redacted] from this company. The add did not say it required internet access which I did not have. I did at one point set my desktop up at the pulic library and create a steam account, but the game still would not load. I decided to try the game on a laptop which I could get internet access to by standing on the sidewalk a blocck from my apartment. After I created a steam account the server claimed that someone else was using my key code and I could not install the game. I contacted technical support about this and they said because I did not use my key code right away they had the right to sell it to someone else and I would have to try and return the game to [redacted].. I bought this game new and paid for that key dode they do not have the right to resell it.Desired Settlement: I want a new key code that is solely mine.

Review: My son pre-ordered [redacted] Online game. He only got to play the game for a few hours total. He tried logging in to the game online and said his account was suspended. I contacted their tech support and was advised by a representative that he violated terms and conditions on the game, and would be restored with 24 hours for access. I asked what he did to violate their terms and was advised that they knew, but could not tell me what he did. I asked to speak with a manager to get more information. A manager by "[redacted]" advised that he knew the nature of violation, but could not disclose too. I then asked whom could get me answers, and help me to resolve my problem and was advised that my information would be sent to "Terms and conditions department" and someone would contact me back within 24-48 hours. Still no response. Contacted support line and still nothing is being resolved. All I am asking if he did something wrong fine; I want to know what he did so it doesn't happen again, to correct him.Desired Settlement: From this point, we are so upset that compensation must be done or a refund.