Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/10/20) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We will contact the customer directly and resolve all concerns where possible.
Best regards,
[redacted]
EA Worldwide Customer Experience
Initial Consumer...

Rebuttal /* (2000, 9, 2015/10/22) */

To whom it may concern,
Many thanks for sending this players concerns to us.Given the sensitive nature of this issue and as Customer Support are not in a position to assist, we have a dedicated team who are tasked to address such matters. Should you believe this account action to be incorrectly...

applied or have some additional information regarding this matter, please email the following address:[redacted]Additional information regarding this process can be found by following the link below:[redacted]Thank you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations

Initial Business Response /* (1000, 5, 2016/03/18) */
Hello Revdex.com,
Thank you very much for passing on our customer concerns to us.
I am delighted to advise that I have reached out to the customer and and assisted them in resolving their issue.
We now consider the case closed on our end....


Thank you.
[redacted],
EA Customer Relations.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], the EA representative who reached out and called me reestablished my hacked account which contained all the EA licensed games my children had digitally purchased and downloaded through EA or the Origin Client. My faith in Electronic Arts has been restored but as I stated in their followup survey, bring back your email and telephone support for the countless customers that have stood by you for years purchasing your software games and faced frustration contacting you for help. Thank you [redacted].

We will investigate this issue, and take any appropriate action in accordance with our policies and procedures. Please be aware that due to our privacy policy we are unable to discuss any actions taken against another player’s account.

Initial Business Response /* (1000, 5, 2015/11/18) */
Hi Revdex.com,
Thank you for bringing this case to our attention, I will reach out to the customer and do my best to resolve this issue.
Kind Regards,
[redacted] W.
EA Customer Relations.
Final Business Response /* (1000, 8, 2015/12/03)...

*/
Hello Revdex.com,
After reaching out to the customer we have resolved the issue and now consider this case closed.
Kind Regards,
[redacted] W.
EA Customer Relations

To whom it concerns,
 
Thank you for bringing this matter to our attention.
I have reviewed the account bound with the email address and I cannot locate the contact the customer describes in his message.
We will contact the player through the email provided in order to gain the case number...

and resolve this matter further.
 
Sincerely,
 
EA Help

Complaint: [redacted]I am rejecting this response because: My email is different from my account. My psn id is [redacted] I have been a loyal customer for a very long time. I still have not received word from the terms of service team. I get the same automated response every time and it is horrible customer support. I wish to be contacted by an actual person on the tos team so I can prove I did not break any rules.Sincerely,[redacted]

Hello Revdex.com,
 
Thank you for forwarding the customers response. 
 
As discussed with the customer, we in Customer Services are unable to discuss the ban and have asked our customer to speak directly with our Terms of Service team as they will provide the reasons as to why action has been taken on the customers account. 
 
As we have provided this information to our customer on many different occasions, we now consider that matter closed and request that they speak with our Terms of Service department by email at [redacted]
 
Thank you,
 
[redacted]
 
EA Customer Relations.

We reached out to the customer to gather more information and help with investigating the issue.
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because:
 
A representative called me yesterday 7/28 and ignored my direction for an email exchange. They at least provided me...

with an email touching on a few points of what we discussed as well as providing a link to their policies. 
 
Although the representative was pleasant on the phone, he indicated that they were going to do nothing to help me in my situation to make me whole again.
This perplexes me for two reasons which are both contained within his email response. The first of which reasons is that they have openly admitted to altering the character performance levels which validate my original complaint of the company altering their products after purchase resulting in an entirely different experience during game play. The second reason is contained within the link if their policies that he emailed me. It states, "...EA Virtual Currency is non-refundable unless expressly authorized by EA in writing or otherwise required by law." I have, in my possession, an email that directly expresses an approval for a refund that was received directly from a representative of their company. Out of convenience for them, they are now electing to not acknowledge this email.
I stand by my assertion that they are engaging in unethical and misleading business practices. I am still asking for the company to make good on their promise of a full refund. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/19) */
We have discussed the matter with the customer. The issue has been addressed and we ensured they are able to get in contact with us in the future with any further concerns.
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/11/16) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We will contact this player immediately and resolve any concerns where possible.
Best regards,
[redacted] S.
EA Worldwide Customer Experience
Initial Consumer...

Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/24) */
To whom it concerns,
We have reached out to [redacted] through our internal customer support tools. We hope to be in contact with him soon and resolve any outstanding issue.
Thank you for bringing this to our...

attention.
Sincerely,
[redacted]
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My Response was:
Dear [redacted];
Thanks [redacted] for taking this case and trying to help out.
Yes, I love Battlefield 4!
Let me start by saying, I understand that nothing ever works perfectly and that there's always something to fix along the way that was unforeseen. Having said that, I am though, not pleased with the level of service from EA Games on my matter. As I stated in the Revdex.com report, which by the way was a last resort, there have been ongoing problems from the beginning. Problems, in my opinion, that could have been fixed but because I was moved and pushed around so much as though it didn't really matter, these problems were never really addressed properly. Right away, within 2 weeks of the first purchase there were problems logging on my server, about 1/3 of the time it froze clicking to enter into My Server in the Manage My Server screen. When I did get in, and finished setting up the server, I clicked the triangle button to save settings and it would say my changes would take effect the next game. I'd go into the game, the game would end, and no new settings. Sometimes I would have to repeat this a few times before it took effect. Even a few times I had to have an EA Games online representative reset the server for me. One time I was telling the EA Games online representative that the server wasn't changing and they said it's changed where they are and there was nothing they could do. I had to get 5 of my friends from around the world to prove to the EA Games online representative that it wasn't changed, and wasn't changing. The EA Games online representatives told me it must be my PlayStation wherein I purchased a new used PS3, not once, but twice. This was way inconvenient because I had to re-download all the games I have. Most of them are 15-20 gig's each, like GT6, RE6, Tomb Raider & put back all the game data etc... I even bought new controllers, (not that I didn't need them anyway), and that didn't work. The EA Games online representatives told me it must be my internet connection and that I had to have some special connection to play games which I found out is not true, not to mention I have all the best stuff, from Wireless-N Dual Band to the Charter, (a leading internet company in the country), internet connections. This isn't mentioning, (and now I am), how many times I was hung up on for whatever reason without a call back, the problem still persisting without a fix. Over and over I heard the same things, we're working on, don't worry, we have specialists working on it now, blah, blah, blah... Now keep in mind that this is just the owner server problems, not the in game admin problems. Such as, when two or more admins try to kick the same person, at the same time, they both freeze and must reboot their PS3's restoring the file systems, (what an inconvenience). Now these were all ongoing problems which were never addressed, even though I reported them over and over and even spoke of them in a Forum. It came time to renew the server, and though I was not ready willing to renew it due to all the problems, but for my love of the game I opted to renew it. Well, it wouldn't let me renew it, the renew square button wasn't working. I contacted an EA Games online representative 6 days before it was time to renew it, and they said to wait till the day it was due to renew. Well on that day it was still not working and in working with an EA Games online representative we were able, after a considerable amount of time, to get it working and the purchase was made. Again though, the same problems problems persisted. At that time though it was about 1/2 the time now that these problems persisted. In working with an EA Games online representative we were unable to fix these problems on the first server wherein the EA Games online representative gave me another server. This also lasted about 2 weeks before I started experiencing the same problems over and over again. I could go on and on and on about how I tried resuming cases and no one ever called, or tried to start new cases hoping someone would call and it said, we know the case and a representative will contact you in the time it said they would, and still no call. Now it may seem in my words because they're back to back in sentences, that I just kept hounding the representatives at EA Games, but this is not so, check the responses from your end. I can provide you with emails to show dates, giving EA Games plenty of time to fix things or even to contact me again. Worse was having to talk to the EA Games online representative typing, it would take all this time typing to get nothing done in the end. Now be aware, that at this time were talking about 6 months having passed same ol, same ol. On August 21, 2015 around 3:30 pm EST time I contacted an EA Games online representative who's name was Arron F. Yada, yada, yada, he said that he was getting me to the studio with the game people and we'll work on a fix together today. I had to step out for a minute, he said to resume the case when I get back home and I immediately would be helped, not so, EA Games call back went offline for the weekend. Oh no, I resumed the case at 4:10 pm here, no one ever called back. I then talked to an EA Games online Chat representative telling me I should not have resumed the case cause it takes longer and now everything is closed for the weekend. This was it, I've had it, at this time I have no owner rights to my server at all, I cannot do anything in Manage My Server under the owner name at all. To change things now I must go in under another profile, but I have no ability to make or take away admins. Arron F. said that I might have to get new Origin & PSN accounts, OMG! really, I can't begin to express the how saddened I am to hear such words, that would mean all I worked on is lost, starting all over from the beginning. It took almost a year to earn the profile I have, over 1000 hours of game play lost. So on my end, PSN, Internet connection, PS3, Downloaded Bf 4 game, wireless connection & controllers, there is nothing wrong, it's all to do with EA Games/Dice/Battlefield 4. Thanks, [redacted] aka [redacted].
Below I have listed Battlefield 4 manage my server problems, known game related glitches.
I. Manage My Server Problems.
1. All the settings are blank when I log in under the owner name every time.
2. I can't add or take away admins.
II. Known Game Related Glitches.
1. When two or more admins try to kick the same person, at the same time, the admins who were trying to kick them all freeze and must reboot their PS3's restoring their file systems.
2. If you scroll through the options on the Multi-Player screen backwards, (up), it freezes every once and a while, and must reboot the PS3 restoring their file system..
3. When in the Test Area, flying the Blue Bird/ZW11.?, around 5-10 minutes in play, while shooting down the planes it freezes every once and a while, (you have to be shooting down planes though) and must reboot the PS3 restoring their file system...
4. Don't know why, but about 1/10 of the time your gun will switch by itself to single fire mode. I'm talking about when you spawn back in, it'll say auto, but when you go to fire it's says single fire and is single fire, when you don't realize it you get killed first 85% of the time.
5. On Battle Log, even though I have a button to kick out a member of my clan, I cannot take the clan name off them, they do not even need me to invite them into the clan to have the clan name either.
Final Consumer Response /* (3000, 13, 2015/11/03) */
Quoting from EA Games Rep Johnathan Joyce,"As ever, should there be any additional concerns I can assist with please let me know". After repeated attempts to contact EA Games & [redacted] concerning the purchased server not working properly, I got not only the run around, but solutions that were outrages to do. Like delete the game and reinstall it, or delete game data, while all the time I told them it is not my system, 10 of us or so were having the same problem getting in to join the server from around the world. They not only did not contact me as they said they would again, but it has been 4 days now with no fix. I haven't heard from [redacted] since this case was closed having sent numerous emails. Now I & friends cannot enter the server an error message saying,"Failed to join the server. Please try again". Now it cannot be my system if it's 10 other friends all over the country and in other countries. Their resolve was to delete game data or the game and reinstall it, loosing all the progress I spent a year working on lol. To open up ports directly to their game server removing my fire wall where in if they were ever hacked I would be also, not! In short, the product they offer is at best broke and full of problems, and the customer service is inexperienced and unreliable.
Final Business Response /* (4000, 15, 2015/11/05) */
To whom it concerns,
We have reached out to Duke to try and resolve any outstanding server issues he may be having.
Thanks for sending this our way.
Sincerely,
Electronic Arts Customer Experience

Initial Business Response /* (1000, 5, 2016/02/29) */ Greetings, Many thanks for your report. I was very sorry to hear of this customer experience and do hope a resolution can soon be found. I have contacted this customer directly via email and have taken personal responsibility of this matter....

Thank you for your time and understanding in this issue. Kind regards, [redacted], EA Customer Relations World Wide Customer Experience.

Initial Business Response /* (1000, 5, 2015/10/10) */
Hello Revdex.com,
We have discussed this case with the user & it has been reviewed by our experts. We consider this closed and have informed the user of this update.
Kind regards,
[redacted].

Initial Business Response /* (1000, 5, 2016/02/25) */
To whom it may concern,
As these purchases were made on the Sony PlayStation store we have no refund capabilities.
The customer will need to reach out to Sony directly to address their concerns with them and Sony can advise on their...

refund policies.
Kind regards
EA Customer Relations.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. they were to greedy to give me a full refund from a fraudulently advertised product claiming to off the top tier of access for 80$ dollars then to discover limitations within the parameters of the game/firmware during gameplay, Electronic Arts is a Greed based organization assuring to oppress gamer's with their rules and policies and I'm going to assure you that I will repeat this message to the Revdex.com so people will learn that the issues they have will not be resolved to the satisfaction of the purchaser of your product and only designed to protect yourselves hence not to satisfy people that buy your products. Once again I will assure that I will not purchase any of your products I clearly paid for the top tier you offered just to end up being forced to spend more, A suggestion to the is in marketing " TELL THE TRUTH" in detail about your product.
Sincerely, [redacted]

We have reached out to the customer to investigate the issue but the customer refuses to provide us the information for his account or discuss further the flaw he is experiencing.  Due to this, we have closed the case on our end but welcomed the customer to get in touch with us should they want...

to further investigate and troubleshoot the issue with us and we can confirm they are able to reach us.
Electronic Arts
Worldwide Customer Experience

Greetings,
 
Many thanks for your report. I was very sorry to hear of this players experience and do hope I might be able to provide some guidance.
 
The customer support team here at EA and be contacted in a number of different ways by our players.
 
Players can visit...

help.ea.com, log in, and click the contact us tab on the top of the page. From there, they will be asked to provide a short summary of their issue and after a few clicks, presented with an how they wish to contact the team.
 
1. Click to call. Here, the support team will call you back over the phone. Simply provide a convenient contact number and as soon as an advisor is free, we'll place a call to you.
2. Live chat. If you rather contact us over chat, no problem! Choose this option and after an estimated wait time is provided, you will be in a live chat session with a colleague.
3. Email. Best used for less urgent matters, this method will result in a member of the team review your concerns and reply back as soon as possible.
 
I do hope the above provides some guidance as to how best contact the team. I will also place a call to this player a little later today to make sure our reply is received and offer our assistance should they require it!
 
Many thanks for your time and understanding in this matter.
 
Kind regards,
 
[redacted]. – Customer Relations- EA Help |

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out directly to [redacted] via the email address provided on this Revdex.com, if you could view my correspondence and reply at your next convenience that would be...

most appreciated.
I look forward to hearing from you.
Regards,
[redacted]
EA Customer Experience