Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/07/29) */
Hello,
We've reached out to the customer regarding this complaint, and will work with him directly to ensure that his concerns are addressed and discussedAnother update will be provided once a resolution is reached; thank you for bringing
this to our attention
Sincerely,
EA Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was restored but not with the same status at the time it was bannedAll weapons, attachments had to be purchased againAll settings had to be restored as well
Due to the amount of time spent and inconvenience associated with this error, it is fair to expect a letter of apology and monetary credit toward an upcoming release in the Battlefield series specifically Battlefield
This will allow successful resolution of this claim
Final Business Response /* (4000, 9, 2015/08/05) */
Hello,
We have remained in contact with the customer, and will continue working with them directly in an effort to address any remaining concerns or questionsThank you
Sincerely,
EA Customer Support

We have verified that no suspicious login activity was found on the accountEven if the account was compromised, our Terms of Service states in section 1:
"You are solely responsible for all activity on your Account. Your Account may be terminated if someone else uses it to engage in activity that violates the Terms of Service or is otherwise improper or illegal."
We again will not revisit this matter and will uphold the ban.
Electronic Arts Worldwide Customer Experience

Complaint: ***I am rejecting this response because:
I have provided evidence that my account was hacked into during this periodThe TOS violation wasn't conducted by me. Sincerely,*** ***

Hard Mode Flashpoints are achievable as other players have been able to complete HM Flashpoints without any issues, as seen in the community thread the player linkedHM Flashpoints are difficult but again they are achievableDue to this we will not be able to grant the title "Flashpoint Master", nor will we revoke it from the players that have rightfully earned it

Revdex.com:I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The business handled this case with tremendous sophistication and was able to assist me and solve the issue
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/06) */
Greetings,
Many thanks for your report!
I was very sorry to hear of this customers experience and hope a resolution can be found in the very near future
I have personally reached out to this player and will work towards a resolution as
soon as possible
Thank you for your time and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded quickly and issue was resolved

Initial Business Response /* (1000, 5, 2015/09/18) */
Hello,
Thank you for bringing this to our attention
We will now reach out to the customer directly in order to address this matter
Kind regards,
***
EA Worldwide Customer Experience

To whom it concerns,Thank you for bringing this matter to our attention.If a player wishes to dispute a sanction that has been applied to their account, they must contact our Terms of Service team.Details on how to do this were provided in the email communication that was sent to the player.The
player must state their dispute along with the details of the account to [email protected], or follow the steps outlined at the following link: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ /> For more context around behaviors which are not permissible within FIFA 17, please review the details outlined at the following link: https://help.ea.com/en-us/help/fifa/fifa-17/fifa-17-rulesThank you,EA Help

Initial Business Response /* (1000, 5, 2015/12/22) */
To whom it concerns,
Thank you for bringing this matter to our attention
We have contacted the customer directly to inform him of the reasoning behind his FIFA account access issues
Warm regards,
***
EA Customer Relations World
Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got told for days that my account will be fine then on the 23/12/i got a email saying its been banned then the EA Live chat have been telling me that I have it within a few days and still havent then they dont give me a reason on why I cant log into it
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/30) */
To whom it may concern,
This matter is currently being handled by our Terms of Service Team, as such; Customer Support are no longer in a position to assistI would recommend that the customer contact our Terms of Service Team on ***@ea.com, for further information relating to the restrictions
Warm regards,
***
EA Customer Relations World Wide Customer Experience

The customer was able to get in touch with our customer support and the issue has been addressed
Electronic Arts
Worldwide Customer Experience

Complaint: ***
I am rejecting this response because:As I've stated earlier, I have tried the method given by the business but it hasn't worked
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/01) */
Hello,
Thank you for passing *** concerns of this customer along to us
We have reached out directly to them via our internal support process to address their concerns with them, and work towards a resolution of this
case
Regards
***
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/10/15) */
Dear ***, Revdex.com,
Thank you for bringing this matter to our attention
I have reached out to *** directly via the email address attached to this Revdex.com complaintI would invite *** to view this and reply at his next convenience
I look
forward to hearing from you and bringing this matter to a resolution
Regards,
***
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/06/03) */
Hi there,
I've reached out to *** through our internal channels, to see how we can best assist him with his query
Thank you!
EA Customer Support

Complaint: ***I am rejecting this response because: the terms did not mention sharing account will result in suspension of an account even if convicted accroding to EA's tos.Sincerely,*** ***

Hi,
I've reached out to Michael regarding the issue he had with Madden We were able to resolve this for him and restore the item that he lost.
Thank you for sending this on to us and we're happy to say that this has now been resolved
Sincerely,
***
EA Customer Experience

After investigation, we can confirm the correct action was taken to the account We regret that we cannot assist further through this channel, nor can we overturn the violationIf the player wishes to dispute the action taken they will need to contact the EA Terms of Service team
directly.Best regards,Electronic ArtsWorldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/03/02) */
Hi Revdex.com,
Thanks for bringing this to our attentionWe've reached out to this user directly and we have assisted him in regaining access to his missing content
We now consider this case closed
Kind regards,
***
EA Customer
Support
Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with results

The customer was able to get the issue resolved with Customer Support We confirmed he is able to reach us again should he have any further issues
Electronic Arts
Worldwide Customer Experience

EA was ineffective troubleshooting any kind of resolution with the gameThe representative they gave me could not conclusively figure out what gaming platform I was using which is a playstation She tried troubleshooting an xbox and playstation but really showed no concern with my issueI
requested a refund over and over again with a hassle free processThis was the oppositeEA was very difficult to work with and would not respond at all to my issuesI really believe the attitude was that they hoped I would simply give upAn example of this is when Elane could not direct me to where the supposed gamer ID was (this is in my email records)I even asked her several times how to find this when she responded she gave me directions that did not workFrom all indications, my id was the initial email were working withAfter this, I requested a supervisorShe ignored the request as all the others and no resolution could be made from there.EA's customer's service failed on three levels1) They were dishonest about their serviceI requested over and over again for a hassle free returnAfter seven emails the customer service agent told me to read a warranty policy attachment (she didn't explain anything until being pressed later on)2) Their lack of sincerity for the customerIf a customer service agent can't help you find the id they are requesting then they are not very effectiveAnd if there level of support is a process of copying and pasting steps on game systems that I don't own (she did this twice with the xbox and playstation four)In fact, she never gave me any guidance on the operating system that I owned3) EA doesn't stand behind there product! In the end EA didn't do the right thingThey didn't offer the customer a refund, nor did they help themThey only wasted the customers timeI have the emails I have with the representative from EA pasted below.> Date: Fri, Mar 17:56:+0000> From: ***> To: ***> CC: dav***> Subject: RE: Regarding your Madden Concerns ref:_00DE0IO80._500E0V4PWO:ref > > Hi ***,> > Many thanks for your reply and outlining your concerns > > I am more than happy to work with you to address your concerns and I have been attempting to locate your account to see what troubleshooting has been completed thus farI provided steps for both PlayStation and Xbox as I was unsure what console you were playing onAs per your Revdex.com complaint you mentioned that you are willing to troubleshoot this matter on the condition that we reimburse you $per hour, which as I mentioned; is not something we would be willing to facilitate> > If you have contacted Customer Support in the past, can you provide any case numbers?> > Please can you try the following troubleshooting steps:> > Can you confirm if you are playing online > Can you check if you are using the low power options for PlayStation 4? You may have a smoother experience from not using the low power options for PlayStation > Please turn off the PlayStation fully, and disconnect the power cord and wait seconds.> Please check that the System Software is up to date - https://*** > Please run the PlayStationTMNetwork Testing - http://*** > Can you confirm that you are using a wired or wireless connection?> > As I am out of the office after today until April 4th, I am passing your case to my colleague *** (in CC) to assist in my absence; please rest assured that I have fully briefed *** on your case.> > Warm regards,> > ***> EA Customer Relations World Wide Customer Experience> > --------------- Original Message ---------------> From: * *** mailto:*** > Sent: March 13:57> To: ERCR_Europe > Subject: RE: Regarding your Madden Concerns > > ***:> > I am requesting either EA to give me a full refund or to have a different support representative work with meAs stated in earlier emails every indication I have says my id is ***I tried following your instructions that are listed below:> > Login to your console.> > Go to 'Settings'.> > Go to 'PlayStation Network/Account Management'.> > Go into 'Account Information'.> > Your PSN ID will be located here.> > This instructions lead you nowherePlaystation network/acount management doesn't existSO HOW AM I SUPPOSE TO TROUBLE SHOOT THIS??? I believe the statement unwilling to trouble shoot is entirely fabricatedI think reasonable troubleshooting is okay, but right now we are sitting at three hours of my time wasted and nothing happeningUnfortunately, this is probably due to apathy from the customer service representativeI know I am being blunt here, but you did think that I owned an xbox and you guided me through the settings panel through navigation that didn't exist> > Troubleshooting maybe a part of your policy, but giving the customer a runaround until they quite working with you should not be policy! From what I see EA is not troubleshooting they are giving their customers the runaroundIf EA wishes to resolve this problem, your supervisor needs to contact me in a timely mannerOtherwise, I will have to issue another complaint with the Revdex.com stating your unwillingness to resolve this issue, and I will have to issue a complaint with the vendor (as this is poor business practices)On top of that I will have to get my money back, because It is not right for EA to pocket the profit of a defective product> > ***> > --------------- Original Message ---------------> From: *** D ***> Sent: 3/25/3:AM> To: ***> Subject: RE: Regarding your Madden Concerns > > Hey ***,> > Many thanks for your reply!> > As mentioned in the policy, we are happy to offer a refund on product is 'determined to be defective by an Electronic Arts Technical Support representative' or the product has been 'scratched, broken, or has been damaged in another fashion'As you are unwilling to troubleshoot this matter, a refund would not be offered under the basis that the product is defective and unless the disc has been scratched, broken, or has been damaged in another fashion; we would not offer a refund on this basis either.> > As mentioned, after this evening ; I will be out of the office until April 4th; if you do have any concerns please let me know before 18:GMT.> > Warm regards,> > ***> EA Customer Relations World Wide Customer Experience> > --------------- Original Message ---------------> From: * *** mailto:*** > Sent: March 15:38> To: ERCR_Europe > Subject: RE: Regarding your Madden Concerns > > ***:> > I hate to sound impatient, but I would really appreciate it if you answered my questionsI am sitting at over and a half hours working on this return and that is obviously too longI do not feel that copying and pasting the warranty information does not answer the questionA simple, yes you can fill out the form along with the letter explaining the situation, or a no you cannot do that is an answer, but copying and pasting the same thing over again is not an answer> Thank you,> > ***> --------------- Original Message ---------------> From: *** D ***> Sent: 3/24/4:AM> To: ***> Subject: RE: Regarding your Madden Concerns > > Hey ***,> > Many thanks for your reply!> > As mentioned in the policy:> > Product Exchange or Return:> If you meet one of the following criteria and you are within the 90-day warranty period, you can return the product to Electronic Arts for a replacement.> - The product was determined to be defective by an Electronic Arts Technical Support representative.> - The product has been determined to be incompatible with your computer by an Electronic Arts Technical Support Representative.> - The product will not work on your computer because you do not meet the requirements.> > When sending us your product, be sure to include a photocopy of the sales receipt showing the date of purchase, as well as the Requested Information shown below.> > Product Replacement:> If you meet one of the following criteria, you can send your product along with a nominal fee to Electronic Arts for a replacement product.> - The product is days past the purchase date> - The product has been scratched, broken, or has been damaged in another fashion.> > When sending us your product, be sure to include a check or money order for the amount shown in the replacement costs se