Bethesda Softworks and Amazon game support

[synphul]

Has anyone else had issues getting support with Bethesda Softworks and if so, how was it able to be resolved?

A family member bought a game for me via amazon, the elder scrolls anthology. It consists of 5 games and should come with a series of maps along with a steam key for skyrim (one of the included games). Upon opening the package, all was brand new and pristine save for the missing maps and steam key needed to activate/install and play skyrim.

I contacted Bethesda via email twice and both time they responded with apologies for the items not included. Then told me to contact the seller (in this case Amazon). So I get ahold of Amazon's phone support and the representative hears out the problem, took it to his supervisor and came back with more apologies. Amazon on resells boxed items, they're not responsible for missing items or codes when it comes to software. His advice was to contact the manufacturer (Bethesda).

I've since emailed Bethesda a third time asking for assistance and letting them know that Amazon has bounced me back to them. I could be mistaken but since Amazon only resells factory sealed items I'm not sure how they're responsible for providing me with missing items. Bethesda on the other hand, the people who made the game, packaged the game and sold it to Amazon and somehow feel that an error on the part of their game packagers (whether automated or by workers) falls on the retailer.

If anyone else has dealt with this conundrum and the perpetual shrug of the shoulders from manufacturer and retailer as to who is responsible for compensating the customer with things like activation codes not supplied I'd appreciate any assistance as to what worked for you. Thanks.

 

[USAFRet]

Was it from Amazon, or an Amazon reseller? Quite different things.

 

[synphul]

It said fulfilled by Amazon. The gentleman from Amazon support said there was nothing they could do as they're not responsible for what's left out of the game box since they don't have access to the interior of the product box. They said missing items from inside of the sealed package was a manufacturer issue and to contact them. In not so many words the Amazon phone support tech said they simply sell pre packaged items and have no intervention prior to receiving a product.

I asked if Amazon could take it back, file an rma (or however it's done between retailer and manufacturer) and get Bethesda to reimburse them for an incomplete product. Amazon said no and under their conditions they don't really deal with opened software. Understandable but without x-ray vision there's no way to tell there's missing items inside a box until opening it, so a bit of a catch-22.

To be fair I haven't had to deal with game manufacturers up to this point over any issues but this isn't the best of experiences. Tried calling Bethesda/ZeniMax a third time, still no answer. Three calls, over 3hrs of phone time on hold. Will likely hear back from their email support (they seem to reply once a day) but the first two responses have been canned answers indicating the seller is responsible for the missing materials and game code.

 

[USAFRet]

As far as I can tell, Amazon is correct. They generally have no clue what is in a manufacturer supplied box. They just accept it, accept payment, and ship it.
And they won't take back opened software, for obvious reasons.

Bethesda, if they were a rational company, should make you whole.

 

[synphul]

I agree, I don't see how Amazon would have any control over the contents of the box or be responsible for missing items. The anthology is a boxed set, quite nicely packaged actually. No issue with the physical game discs or anything, just the missing extras that included the steam key/install code for skyrim. I could even do without the maps, they're more of an added perk but not sure why it's so much trouble. Bethesda could easily email me a game code to make up for the one that wasn't included and not even be out any shipping of a physical item.

The older games in the series had no issues as their game codes were in a text file on the disc itself. I can understand the move to steam for 3rd party live verification of codes to prevent misuse or use of illegally obtained and blacklisted license keys. Have yet to reach anyone from Bethesda via phone, only an email response. Will try Zenimax again tomorrow and see if I can get anywhere, though last time I called them I was given the number for Bethesda games. Tried the extension for elder scrolls online and same thing, on hold for over an hour (close to 100min) with no answer other than the automated on-hold info suggesting to email them instead.

 

[USAFRet]

Hope it works out.

 

[synphul]

An update on this experience with Bethesda support, I finally got an email back from them. The fourth email (first three declined any help) and the third support representative finally said she would look into the matter. Requested screenshots of my Amazon purchase order, photos of the game box showing the missing maps and skyrim game code and my steam account name.

I took photos of the outside of the retail package, the anthology game book, photos of every page with the game discs in their sleeves and the empty pocket at the back of the book where the code should have been. 12 photos in all. Took a screenshot of my steam account showing my username, games library (with skyrim not on it) over the top of my email response to them and including the date and time stamp from the windows clock on my taskbar. Took a screen shot of the game purchases made with order number and sent all in a reply to the support staff.

They mentioned they couldn't do anything about the maps which is only a slight disappointment, the more important issue is the missing activation key preventing skyrim from being playable. It's been like pulling teeth but at least some progress seems to be had on the matter. At this point given all the time spent on the matter (nearly a week of emails, 3hrs on the phone to Bethesda, another half hour on the phone with Amazon) it likely would have been more cost effective to just buy the game again and hope to get one with a code included. It's now become more a matter of principle getting this resolved. Will keep my fingers crossed.

 

[synphul]

Well sadly despite including all of the information I was asked for and then some proving my issue to Zenimax/Bethesda Softworks they sent me an email declining any assistance on the matter. Declining to send me a valid code to the game which I paid for. At this point I have to consider it theft when a company willingly takes a customer's money and fails to make good on the transaction. This will be the last time I bother purchasing any game from Bethesda or Zenimax or any of their subsidiaries and can't recommend them to anyone else based on this horrible transaction and failure to provide a working product for the payment they received. It appears I'll have to spend even more time and consider taking legal action against them at this point. Perhaps their legal department is more competent than their support staff. Very disappointed.

 

[USAFRet]

That sux.
Did they give you any reason for the decline?

 

[synphul]

None. Just another form letter from 'support'. This is all I received as a response.

"Greetings,

My name is John and I am with the escalations team here.

After reviewing information provided we are unable to help you further.

Thank you for working with me on this issue.

Best wishes,
John
Zenimax Support Team"

No reason given, hours and multiple attempts to get the issue resolved. 12 photos sent to them proving I have the physical anthology game set, proof of purchase via Amazon, everything they asked for. Amazon won't take it back because it's opened. Of course it's opened, how else would the customer know anything was missing/wrong unless they had opened it. All I asked them for was a missing key to be able to install the game I'd paid for. They could have simply emailed me a key in place of the one that wasn't included.

I could understand if they're not quick to just toss out keys in light of people trying to scam them. It's not as if I asked for a key without giving any proof that I purchased the game. They act as if every customer is a crook or something. Others were lucky enough to have purchased the game locally through outlets such as walmart or best buy who apparently (they never said for sure) gave them a new game in its place with a working code. Basically I bought a coaster apparently.

Some of the games work since they have the codes on a text file located on the disc but the main selling point was skyrim being included. Amazon is still selling the anthology for $82 but I'm definitely not paying $82 for another box set and hoping to get the steam code in that one. I didn't get it in the first one. At that price I'm not willing to play the game of 'how many boxed sets does it take to finally get the code I paid for'.

In trying to figure out how others managed to get this solved I've come across a number of forums where people are complaining of this issue, having bought the game only to find it's missing codes needed inside. Had I known it was going to be this big of a headache I would've simply bought a different game. With so many this has happened to I'm beginning to wonder if a class action suit isn't the most effective next step.

 

[Karsten75]

I am late to the party, but you should have returned (or had the original purchaser return) the defective package to Amazon. Legally they are obliged to exchange defective or faulty items. That's what you would have done had you purchased from a local retailer. The issue with Amazon is exactly the same.

If Amazon declines, then simply file suit in your local small claims court (staff there is very helpful and will assist you in doing this - the part they will be most helpful with is to find where in your state you send your summons to). Make sure you claim for defective goods sold at retail - goods that were not fit for the purpose they were sold for.

Once this happens, you are likely to be contacted by a representative from Amazon offering to settle and to refund you your filing costs for the small claims court filings. The settlement agreement they send you will have boilerplate that enforces a non-disclosure agreement, and most importantly, an agreement that the settlement will resolve all future claims against Amazon.

Make sure you reject the latter. they will then send an agreement that offers to settle only the matter at hand.

If they fail to respond, then they also won't send a representative to small claims court hearing. That gets to be real fun. You get a default judgement from the judge, and then you can pay for and get a bailiff to go to any Amazon entity within your state and have the bailiff confiscate random equipment and office items to make up (in your estimation) the value of your judgement as well as the costs for the bailiff. You can be brutal and make sure you estimate costs at a sale.

Since by then your cost is about $400. That means you get the bailiff to confiscate 2 computers, a printer, an office chair and any other items. Then offer those for sale to recoup your costs. It's really fun to walk into an office with the bailliff and watch people's faces as you decide who you will be inconveniencing.

Most likely the office manager may get involved and offer to pay you the necessary funds.

 

[synphul]

Unfortunately I don't have all the spare time for that. What's odd is I have a prime membership with Amazon and have never had an issue returning items. They weren't software though and open box software gets to be an issue (apparently). Many stores have an open box policy on software negating returns which is unfortunate when the product is missing something necessary and that conclusion can only be realized - by opening the package.

Not that I return all things, try not to make a habit of it. One item for instance, a space heater that drew so much power it literally melted the plug and presented a fire hazard. Yea, it went back lol. It's just a shame that these companies make it so difficult for a consumer to get what they paid for and technically I can't say who is at fault. It would have been nice for Amazon being the retailer to take action and sort it out with Bethesda. They wouldn't have had to do so if Bethesda had packaged a complete game with necessary documents/codes. The only person who didn't have a part in the whole mess was the buyer and that's whose shoulders it landed on.

All over a game that on sale was roughly $20. I didn't want the refund, didn't want the refund at the current price of nearly $80. All I wanted was the code, something Bethesda could have easily chosen to send me via email and wouldn't have even cost them a postage stamp. Don't send a customer what they paid for and didn't receive and showed proof of in a single email, instead send a barrage of reply emails offering no help. Especially when part of the proof sent them via email clearly showed several of the purchased games were Bethesda games. Way to treat customers.

In the end I found my own solution and got the game working. No thanks to Bethesda. No, it wasn't a ripped code, I ended up buying another code for the game. As much as I love battling on principles sometimes it's just not worth the time/effort. Needless to say I'm hesitant to purchase Bethesda games in the future based on this being my first and only (and likely last) encounter with their 'support'. (I use the term loosely).