Electronic Arts, Inc.

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

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 I was compensated for lost digital items after presenting an account investivation done by EA itself to the represenative and assured I could contact the represenative who handled my case in the future if any issues cannot be solved by their CS teamThank you very much.Sincerely, *** ***

Complaint: ***I am rejecting this response because: they have accused me of using an automated bot / program which I have not done such a thing so they have technically taken my million coins that I made from spending many hours trading legitimately sometimes 20-hours a week of my own time , so I am actually offended by this action taken , I have never broken their terms of service and have never used anything to automate actions in the auction house , as it stands I will not be buying any more editions of fifa ( of which I have been a customer since fifa international ) I am not going to just lay down and take being accused of something I 100% know I havent done.Sincerely,*** ***

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

HelloThank you for sending this to usWe have investigated this issue, and reached out directly to the customer to address this with themWe believe this matter should now be resolved.Regards***

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

Initial Business Response /* (1000, 5, 2015/06/26) */
We have contacted the customer and are working with them to correct the original issue and take appropriate action
- EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
Offered another title free of charge

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

This query is in regards to a violation of our Terms of Service agreementEA Help and customer support are not in a position to provide details about the action, nor would we be able to overturn the decision by the Terms of Service team
Since these matters are very serious and requires careful
investigation, we have a dedicated team tasked to address such mattersIf this was a mistake, or you have more information we missed the first time around, please email the Terms of Service team directly at ***
When contacting this team, please be sure to provide all the required informationFor details on this, please see our article on EA Help "Information about banned or suspended accounts":
***
For details on the rules for FIFA 17, check out our article here:
***

There is currently an issue going on with the Downloadable Games Center support site causing the resolution to be delayedWe are working to get this resolved so the player can once again access their games

Initial Business Response /* (1000, 5, 2015/12/24) */
To whom it concerns,
Thank you for bringing this matter to our attention
We have spoken with the customer first hand and attempted to explain the functionality that his concerns seemed to reference
The customer informed us that he has
since returned the title and no longer wishes to engage further in discussing this matter
Best regards,
*** S
EA Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for sending this onto us!
We will reach out to *** directly to discuss his concerns
Kind regards,
***
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/12/07) */
Hi Revdex.com,
Thank you for sending this over, I will reach out to the customer and assist
Kind Regards,
*** W
EA Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Customer support reached out to me and fixed the issueTheir website is running fine now

This player was denied when we could not verify the account ownershipWe currently show the correct owner has access to the account and is player Madden without problemWe will not make any changes to an account without being able to verify we are speaking to the correct account ownerIf the
player would like to discuss changing account details, they may contact our support at http://help.ea.com/contact-us.
EA Help

Complaint: ***
I am rejecting this response because: Until an update is applied to this game, I will continue to keep this case open I have stated numerous fixes to address this problem EA needs to stop putting this achievement in Madden if they wont address this issue The last seasons of Madden have had this game mode and achievement Each year it is unobtainable until they update the draft cards available They have done this THIS YEAR with the Xbox One and PSversion, but neglect the Xbox and PSversion Why? Why in years past they can fix it, but not this year? The agent states that "some gamers have unlocked it", yeah in the ONE PERCENT range of gamers that have played it I am the gamerscore leader in the Madden series on Xbox, this is the ONLY achievement I am missing in years !! Its not that I am lacking skill, for sure They must add new & better cards, raise the base team, or add more rounds And remove the minute delay in starting a new draft
Sincerely,
* ***

I AM STILL WAITING FOR ASSISTANCE FROM THE COMPANY

Good morning,
First and foremost, thank you for taking my complaint and providing myself and other consumers a place for action
Below would be a 2nd response from EA The first response was that EA emailed me directly I never received that email I didn't see any updates in the communication history I wanted to make sure EA's response was logged
I am REJECTING this response First, it doesn't address ANY of the customer service issues I mentioned (deletion of chat logs, poor service, being called a liar, etc etc) It offers NO form of compensation for money spent EA continues to push back on Microsoft
I don't know what the next steps are Please advise At this point I feel that I should write a review of the company
Thank you,
*** ***

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould you indeed believe this account action to be incorrectly applied or have some additional information we might have missed first time around, please email "[email protected]"Be sure to
include as much information as possible, including your PC username, Gamertag, or ***™ Network IDAdditional information regarding this process can be found by following the link below
https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄

Information on the Terms of Service violation has already been provided to the player by our Terms of Service (ToS) teamOur team has investigated his dispute of the violation multiple times and has found the violation to be trueIn addition we have confirmed the player has been provided with this
informationOur ToS team has already provided a onetime exception to the player and issued a warning for the violation and has lowered the ban to a suspension which is already over.
The matter is now closed but if the player has any further questions or concerns on another matter they may contact our support at ***
Electronic Arts Worldwide Customer Experience