ZeniMax Media, Inc.

I was suspended from playing a game ive invested thousands into and played for almost 2500 hours. I had my sons children stay with me for a week and allowed them to play the game. I jumped on the other morning to receive my account is suspended email. I have a legacy weapon I bought through **** along time back and have paid for the game itself and fallout 1st membership since it was brought out. The amount of money I've spent in the **** shop is beyond a joke. Loosing my account is causing family domestics, Mental Anxiety in myself as alot of my life being taking from me because of what my sons kids have done is driving me crazy. I've tried to explain whatever they suspended me for i have not been around online but the kids in numerous emails to no reply. I'm feeling suicidal as I'm crippled and the game was my way out to speak to the outside world and friends. I believe a 3 strike program or something should be taken action as what just happened is beyond a joke and has caused so ma...

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Complaint Type: Problems with Product/Service

Status: Resolved

07/06/2020

My *** account was suspended on June 23rd, 2020 due to a chargeback. I was not informed that it was suspended, I had to figure this out on my own after going to the website to check my account. I was later suspended from the forums, and could no longer ask for help. Their account recovery links are broken, but I finally found a way to get a trouble ticket in. I was informed by "Customer service" that once I handled the chargeback on my end that my account would be reinstated. I handled the issue on my end within 10 minutes, it's been 5 days now and I've gotten no response. I email them every day, I call them every day and I have gotten no response. I was able to text with "customer support" but was told "that's not my department" and they ended the conversation, instead of transferring my issue... I've been playing since beta before launch, I paid for a monthly subscription called ********, I purchased extra Crowns (a game microtransaction currency). I streamed on ******...

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Complaint Type: Problems with Product/Service

Status: Unresolved

06/16/2020

I pay cash money for services they dont provide I have a major bug in my game and they dont care not one bit.

Complaint Type: Problems with Product/Service

Status: Unanswered

06/10/2020

I paid for a membership from this company that I never received. Their website states to contact **** support which I did to see if they could fix the membership issues. They had no knowledge of the membership in their records. I paid for the membership through ******. I went through the steps that they tell you to go through on the website. It shows on their website that I do not have the membership. I went to start a dispute with ******. ****** told me to contact the seller directly and provided me with the email address to contact them. I emailed this company. I was trying to give them the benefit of the doubt because of the pandemic. I only received an auto reply stating that the email address is not monitored, so I filed a dispute with ******. I gave ****** photos of me paying for it, the site stating I didn't have a membership and pictures of the steps that we are advised to take on their website. On 3/26, I received the refund. The next day I was banned from my acc...

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Complaint Type: Delivery Issues

Status: Answered

06/05/2020

I purchased a pc down load of ******** which is an expansion to the game ************ Online through the ******** website. Upon placing the order I received a order number and a license number for the game. I never received a “redeem” code to actually download the game. I was charged $64.94 and have been unable to use ******** as they didn’t provide a redeem code. The order and license number do not work in the redeem code section of their website. There is no way to contact this company; all you can do is search through some generic problems and answers. In fact ******** and ************ Online, produces No Search Results when attempting to search on the website of the company that supposedly produces the game. I made multiple attempts to contact any kind of help to no avail. Their customer service is not only horrendous it is non existent.

Response

07/21/2020

Dear *** ****,

Thank you for contacting us regarding The ***** ******* Online. We understand you have a concern regarding access to content that you purchased for the game.

On June 6th, Customer Support opened a support case on your behalf with reference number ******-****** in order to address your concerns. In this support case, our Customer Service representative informed you that since you made your purchase via the ********.net Store rather than from The ***** ******* Online website, you can find all related entitlement codes by signing into your account at ********.net and reviewing your account’s transactions. The URL to review this information is https://********.************************************************.
Additionally, it was communicated to you in your support case that the order you placed on the ********.net Store with order number ************ is in a disputed status as the result of a chargeback or other reversal of funds. Due to this reversal of funds, the entitlement code associated with your purchase is no longer valid. To access the content you intended to purchase, you will need to place a new order. Because you have not replied to this communication, your support case is currently closed and we consider the matter resolved on our side.

If you have further questions or concerns, we encourage you to re-open to your support case either by visiting https://help.******************.com, or by replying to the last email sent to ************@*****.com by Customer Support in reference to your case. Please do not create multiple support cases regarding the same issue, as this may cause delays in our support center’s response time.

Thank you,
ZeniMax Media Inc.

Complaint Type: Problems with Product/Service

Status: Answered

05/19/2020

I recently purchased a product which was published by one of Zenimax’s subsidiaries Bethesda Studios. This product was ***** ******* and was purchased through the ***** storefront. I originally preordered the game but decided to have my preorder refunded due to issues I was seeing with another one of their products (******* **) and how the game was released in an unfinished state and then was further disappointed by how they had handled the community concerns and backlash. I was also very concerned by the monetization scheme that was implemented in the game which broke promises that any purchasable microtransactions would be cosmetic only. Later into the life of the game they introduced game altering items to the shop that could be purchased with real money and that left a bad taste in my mouth. Once I had my preorder refunded I paid attention to reviews and player reactions and the game was well received and this began to feel comfortable making the purchase especially since I needed something to do if stuck at home during the pandemic. It was only a few days ago that they introduced a anti-cheat software for the multiplayer in this game that is not optional even if you are only playing the single player portion. The anti-cheat software is a known software package that is not well received. It installs with rights to your systems kernel and thus creates a security threat as well as potential to cause the operating system to fail. There are no known exploits to take advantage of this but people are wary because of its access level that the potential of a zero day exploit that a scrupulous individual could use to gain access to administrator privileges on your system are much higher. This worry is also coupled with the publishers track record when it comes to security in multiplayer games that are under their banner. ******* ** has had numerous hacks that have allowed users to exploit the game and even go as far as just take items from other players.

Response

06/15/2020

Dear ******* *****,

Thank you for reaching out to us regarding **** *******. We understand that you have a concern regarding the ****** Anti-Cheat software previously released for your purchase.
On 5/27/2020, a patch removed the ****** Anti-Cheat integration on PC. If you have a previous installation of the software, you can use the Windows add/remove programs menu to uninstall ****** Anti-Cheat manually. Because the software is no longer bundled with the game, we consider the matter resolved on our side.

Our customer support staff created a support case with reference number ************* and reached out to you via email at ************@*****.com on May 28th to inform you of this update to **** *******. As of today you have not replied to this communication, but if you have any further questions or concerns regarding the former use of ****** Anti-Cheat in **** *******, you may either reply to this email, or re-open the support case created on your behalf by visiting https://help.bethesda.net.

Please remember to create only one support case per issue, as multiple cases regarding the same issue may cause delays in our support center’s response time.

Thank you,
ZeniMax Media Inc.

Complaint Type: Problems with Product/Service

Status: Answered

05/19/2020

First, I appreciate the time taking to read this. Second, Zenimax Studios is selling a broken product. All you have to do is visit their forums, go to their bugs list, and see that many of the problems with the game have existed since its inception. As of now, PvP (player versus player) is unplayable. Yes you can “play“ the game but it’s reaching to say that it is a working game. What I find troubling the most is that they refuse to fix their game. And I wonder if there is anything the BBB can do to make them have a working product. I am surprised there hasn’t been a class action lawsuit to force them to deliver on their game. You wouldn’t pay for a car that only works half of the time. And while this isn’t an apple to apple comparison, it’s a good starting place. Especially since as a customer, I have spent thousands of dollars on their game based on the premise that they were going to fix their game. If you go to their forums you will see that there is number of complaints, not only in the PvP section, but in the Bugs section, General section. This is an ongoing issue that needs to be resolved. While it might seem silly to someone who doesn’t play video games, a lot of their player base has payed big money for a game that works, myself included. Enough is enough. The video game industry needs to be held to the same standards of other companies. And no, this is not a “Me” problem, this is their issue with their coding. It’s not a singular instant. Also I believe the gaming industry needs to be looked at a whole, because this isn’t the only company selling a broken game. It’s infuriating that they are able to hide behind a TOS that basically allows for them to sell a broken product. For the money they are making there’s no excuse for it.

Response

07/01/2020

Dear **** ******,

We appreciate you reaching out to us regarding *** ***** ******* Online. We understand that you have a concern regarding the functionality of the product.

We encourage you to submit feedback or bug reports via the in-game reporting tool. These reports are forwarded to the appropriate teams in order to improve the game. While these reports are reviewed by the development team in order to resolve technical issues and bugs, you will not receive a direct response to any reports you submit this way.

Our customer support team reached out to you on May 28thth after creating a support case for you with reference number ******-******, in order to provide troubleshooting assistance that may resolve your technical issues with the product. As of July 1st, it does not appear that you have replied to this message.

We encourage you to update your support case by replying to it at https://help.******************.com, or by replying to the email sent by customer support to *************@*****.com. Please remember to create only one support case per issue, as multiple cases regarding the same issue may cause delays in our support center’s response time.

Thank you,
ZeniMax Media Inc.

Complaint Type: Problems with Product/Service

Status: Resolved

05/18/2020

Due to a recent update of the software product, the product has become unusable without exposing myself to untoward risk. An addition to a recent update of the product has included an additional software that requires excessive control of the client's computer, far beyond the scope of what is required by the product. This allows for the product to collected any kind of information and data from the client's machine with wanton abandon, and creates a dangerous vulnerability that outside forces can leverage against the client that would not exist otherwise. The original marketing for the product did not state that this kind of software would be included, which was the understanding the product was originally purchased under. Now, use of the product would render a sever risk to the safety of the client's computer and personal information

Complaint Type: Problems with Product/Service

Status: Answered

05/17/2020

About a month ago I purchased a video game product called "**** *******" via *****. A game developed by Bethesda. Recently they updated the game and made the program Denuvo a requirement to play this game. Denuvo is sold as an anti-cheat software but accomplishes this by violating customer privacy in very much the same ways Spyware would to a degree where anti-virus and spyware programs will detect it as such. I did not agree to installing this program but it is now impossible to play this game, even in single player without Denuvo, effectively ransoming my previous purchase.

Response

06/15/2020

Dear *** *****,

Thank you for reaching out to us regarding DOOM Eternal. We understand that you have a concern regarding the Denuvo Anti-Cheat software previously released for your purchase.
On 5/27/2020, a patch removed the Denuvo Anti-Cheat integration on PC. If you have a previous installation of the software, you can use the ******* add/remove programs menu to uninstall Denuvo Anti-Cheat manually. Because the software is no longer bundled with the game, we consider the matter resolved on our side.

If you have additional questions or concerns, we encourage you to open a support at https://help.bethesda.net. Please remember to create only one support case per issue, as multiple cases regarding the same issue may cause delays in our support center’s response time.

Thank you,
ZeniMax Media Inc.

Complaint Type: Problems with Product/Service

Status: Answered

05/15/2020

In October of 2018 I pre-ordered the "Tricentennial" (premium) version of the game ******* ** for the **** *** console. The game was released a month later, with follow-on updates and content releases continuing to the present day, and planned for the future. Eighteen months after the game's release, it is still unplayable. It's gotten so bad that I started tracking how often the game crashed, so that I would have hard data to backup my impression that the game is seriously broken. I was going to collect a week's worth of data, but on 5/12/2020 the game crashed FIVE TIMES, while I was trying to complete the "daily" quest events. The day before, the game crashed so hard my **** console re-booted, which is a behavior I have never seen before. The game servers were taken off-line yesterday for maintenance, so I hoped that the game stability would improve. Today, within 15 minutes of logging into the game, the game crashed again. I decided not to wait to collect any more data. I am playing on a console, so it cannot be hardware compatibility issues. Nor can it be "mods" of any sort, since they cannot be used on the ****. This is the game crashing due to being released in an unplayable state. This is not a cheap game developed by a fly-by-night, inexperienced studio. It was touted as a "AAA" game, and was priced accordingly. I want my money back, because the game is unplayable in it's current state -- a year and a half after continuous updates! I refuse to support such shoddy, deceptive practices.

Response

07/01/2020

Dear ***** ********,

Thank you for reaching out to us regarding ******* **. We understand you have a concern regarding the performance of the product on your **** One game console.
In your customer support case with reference number ******-******, we observe that the troubleshooting process offered by customer support did not resolve your technical issues. Unfortunately, we are unable to offer a refund on a purchase made from a third party, such as **** **** or ******. In order to seek a refund for your purchase, you may contact the retailer from which you purchased the game and request a refund in accordance with that retailer’s refund policy.
If you have additional questions or concerns, we encourage you to update your support case with customer support at https://bethesda.net, or by responding to the last email message sent by customer support to ********@*****.com. Please avoid creating multiple support cases for the same issue, as this may cause delays in our support center’s response time.

Thank you,
ZeniMax Media Inc.

Customer Response

07/02/2020

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

They failed to address any of the issues raised. I would like to point out that Australia recently ruled that the software in question was released in such sad shape as to require refunds be offered to all consumers who purchased it, and wished their money back.

Regards,

***** ********

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