Electronic Arts, Inc.

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

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

Initial Business Response /* (1000, 5, 2016/01/16) */
To whom it concerns,
We have reached out to this customer concerning their expired product code issue through our internal customer support tools.
Thank you for bringing this to our attention.
Regards,
Electronic Arts Customer...

Experience

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

The game can be played without in-game purchases but does require investment in time to learn skills to improve yourself in the game. As stated before we appreciate his feedback.
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, 2015/10/20) */
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) */

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have received no messages to the references email.  I will call them today and see what happens. Sincerely, [redacted]

The initial issue described in the report is being worked on by the Pogo Team to get resolved.  At this time, should the customer have any other issues, they are welcome to open a case at our Help Site at help.ea[redacted].  When filing his previous cases, he was selecting the option to report a bug which does not provide an option to receive a callback.  However, should he need technical assistance, he will be able to get the callback option by selecting the correct categories for his issue such as technical assistance and we will be happy to reach out by phone and help assist.
Electronic Arts
Worldwide Customer Support

I regret that we would not be able to assist further with this query, as the Terms of Service team have provided their final resolution in the case and will not be removing the action from this account. EA Help is unable to overturn any decision, or provide detailed information.
EA Help would not be able to directly provide proof of violation and action taken, as this is something only the Terms of Service team is privy to. 
We ask the customer to contact the Terms of Service team directly with their queries at [email protected]. 
[redacted]

Complaint: [redacted]I am rejecting this response because:
I am writing in regards to my open complaint with EA Sports Gaming. I have been contacted by the company but I am far from satisfied with the help and or support I am receiving from the company. I have been told that they are "trying to resolve the issue". They have also implied that there may be a misunderstanding on my part and that I do not have the items I have been referring to. This is wrong. I have sent EA pictures and videos showing what the issue I am having is but they are attempting to deflect the blame back on me. Any further help is greatly appreciated. 
 
Thank you. 
[redacted]

We are in contact with the customer and the issue is being investigated. While we don't have an immediate fix, we are working to have the matter addressed as soon as possible. 
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because:  Their description of the topper is a lie.  Attached is a screenshot from the game showing with the topper description highlighted.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I told you that PLEASE CONTACT ME ON MY PERSONAL EMAIL ADRESS[redacted] why can't you follow instructions?Sincerely,[redacted]

We have attempted to contact the player to address the reported issue. We did not receive a reply to either of our e-mails. If the player still needs assistance they may contact our support at [redacted]
Electronic Arts Worldwide Customer Experience

We are contacting this player to help them with the issue. For any future billing issues they are free to open a new case at help.ea.com.
- EA Help

There was an issue that prevent the player from being able to access his account.  The issue has already been resolved and the player is able to access his account again.

The only players impacted by this were players that were caught exploiting the set. If the player wishes to dispute the action then we encourage him to contact the Terms of Service team at [redacted], from the email address linked to their Madden 17 account.

To whom it concerns, 
 
Thank you for bringing this matter to our attention.
Having reviewed the account linked with the email address provided b the customer, I cannot verify any FIFA titles present.
I also cannot verify any contact being made from the customer since 2015.
 
We...

will contact the customer directly to gather the correct details and resolve where possible.
Thank you,
 
EA Help

Initial Business Response /* (1000, 6, 2015/12/17) */
Hello there,
Thank you for contacting us!
I have reached out to [redacted] to inform him of the status of his account. I regret we wouldn't be able to provide further information on this issue, however I have advised [redacted] how to contact us...

in future.
Kind regards,
[redacted] S.
EA Customer Support
Initial Consumer Rebuttal /* (3000, 8, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
EA can't give me a time frame in wich this problem will be resolved. On their own fifa forums I have read about such cases taking months.
And with 'Futmass' and 'team of the year' around the corner (the biggest deal on each new fifa) I am affraid to miss out on these events.
I would very much like the play the game before that.
Final Business Response /* (4000, 10, 2015/12/21) */
Hi there,
Thanks very much for reaching out to us.
I've sent an email to [redacted], to explain the situation.
As he has mentioned, our FIFA Studio is currently investigating his account, and will be in touch with him very soon with an update.
We apologize for any inconvenience caused, and appreciate the patience while this process is taking place.
I've let [redacted] know how to contact us in future if he has any further questions.
Kind regards,
[redacted] S.
EA Customer Support