Electronic Arts, Inc.

Complaint: [redacted]I am rejecting this response because:
 
I was just a formal reply to give me a complaint id. Need to proceed with my complaintSincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/05/29) */
We have reached out to the player and the issue has been addressed. We welcomed the player to contact us back should they have any further questions or concerns.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /*...

(3000, 9, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was awarded 30 donuts for this loss. Not even close to the cost of losing a level not to mention the frustration it caused...... I have a game that is not working right- the biggest reason is I can't even buy a golden scratcher. It eats my money if I try. This has been ongoing.... for over a year. And now I have a rather minor glitch that ate my level, and I'm told to deal with it essencially. EA has terrible customer service, I have had my account threatened with closure over this complaint and others because they would rather get rid of it than fix it. I want a fix. If I can NEVER use my game regularly again, what is the cost!? If I can't trust their servers and downloads?! All my stuff could be gone tomorrow and I should suck it up by this thought. I am not happy
Final Business Response /* (4000, 11, 2015/06/08) */
We had responded back to the customer with the studio feedback offering to address any further questions or concerns but the player has not responded back and the phone number on the report is no longer working. Should the player continue to have issues with the game, she is welcome to contact us back and we will be happy to assist.
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because: they have not provided the missing content and they have not provided evidence supporting their claim.  I was able.to provide proof of purchase,l.  I ask the company to provide me evidence that the content was delivered to my account.  To date I have nothing more than an email claiming the content.  Until I receive the content or they provide an export of their system that validates thier cllaim that my account was credited.Sincerely,[redacted]

HelloAs this purchase was not made through ourselves, we are not in a position to comment on what the advertised offer was.We offer two versions of this game edition, one for pre order, one for post launch purchase. The packs were only in the pre order version, being replaced with a bundle of FIFA points in the post launch version.We have confirmed, as has the customer, that they received what was offered in the post launch version. This is the version they should receive, having purchased the game some months after launch.Regards

We have discussed the matter with the player and the issue has been addressed.  We welcome them to contact us at help.ea.com for any future issues and we will be happy to assist.Electronic ArtsWorldwide Customer Experience

We are currently attempting to walk the player through contacting support so the studio can provide support. We have yet to receive a reply from the player. Once we have received a reply we will insure the studio works directly with the player on their concerns. 
Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/07) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
I have reached out to this customer and will be communicating with him directly to discuss the concerns raised.
[redacted]
Electronic Arts Customer...

Experience

Complaint: [redacted]I am rejecting this response because: I have already spoken with the TOS team, and they refuse to unbanned me even though I am wrongfully banned.Sincerely,[redacted]

Greetings,
 
Many thanks for your report. I was very sorry to hear of this players experience and do hope I will be able to assist.
 
From my review of this matter, I can see this player has been recently engaged with Customer Service and provided a number of troubleshooting steps. I...

advise attempting these steps and replying to our colleagues with your findings.
 
Thank you for your time and understanding in this matter.
 
Kind regards,
-[redacted] T. – Customer Relations- EA Help.

Initial Business Response /* (1000, 6, 2016/02/15) */
Hello Revdex.com,
Thank you very much for passing ** our customer concerns to us.
We are currently working with the customer in order to help assist them with their concerns. The matter is not yet resolved however we wanted to provide you with...

an update on the matter.
Thank you.
EA Customer Relations.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For weeks now EA has been telling us they are working on this, but there has been zero actual progress. At some point they need to fix the issue - they took my son's money and he doesn't have access to his account. He also spent hundreds of hours building his team, so we want it restored to the way it was before the account was hacked. EA needs to quit the pretense and fix my son's account.
Final Business Response /* (4000, 10, 2016/02/25) */
Hello Revdex.com,
Thank you once again for passing ** our customers concerns to us.
We are delighted to advise that we have now resolved this matter with the customer and the case is now closed.
Thank you.
EA Customer Relations.
Final Consumer Response /* (2000, 12, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
EA found my son's account and returned it to him. This was the outcome we were asking for.
While it took some time, it seems like EA went to great lengths to recover this account, so we are ultimately happy with the effort and response once it was escalated.
The Revdex.com was instrumental in having the issue escalated and ultimately resolved, so thank you very much. And thank you to the customer relations rep at EA who ultimately got the issue resolved, as well as the tech group that found the account.

We have contacted the player on this issue to provide more information on the issue. The player has not responded to our e-mail so we are considering the issue closed. The player has been provided with out contact information if they wish to further discuss this issue.
Electronic Arts Worldwide...

Customer Experience

Complaint: [redacted]I am rejecting this response because:
 
There is nothing wrong with my device. This problem occurs during H2H matches and several live events excluded Road to Riches. If it was my device the problem would occur in all lives event as well as the H2H matches. I am a consumer and have made several in app purchases. Therefore, as a mogul game developer, you should have enough competent engineers to detect the problem! My performance within the games greatly decline due to this bug or glitch. Every time the game is updated it is an inconvenience to your consumers! Please rectify the issue. Here is a link of all the members who are complaining, [redacted]. Yet EA Sports continues to ignore the cries of their consumers. Please resolve the issue as well as all of these members issues in which you choose to ignore.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this...

response because: As The TOS (TERMS OF SERVICE) Department responsible for Verifying the product Forces users to perpetually agree to new terms of service in order to access their origin digital distribution platform without recourse or the option to decline without all software being disabled even though there is no explicit indication that the software in question whether purchased at a physical location or digital merchant can be arbitrarily be considered an authorized vendor at the date of purchase or there after.
The point of the matter is, I made a purchase in good faith, I used the product on and off over the course of two years, the product in question was accepted as being valid for that duration, and for some arbitrary reason pertaining to the classification of vendor this product was remotely disabled because without prompt the TOS was changed Invalidating a purchase wherein the scope of law pertaining to my personal protection as a consumer at the time of purchase where considered void. Without notification.
The response I have received does not address this issue, does not explain why the classification was changed, nor makes any attempt to dissuade others from purchasing their product from the same vendor that is still selling and advertising these products.
Moreover the response I have received has only encouraged me to repurchase the product in question.

As previously advised, unfortunately we are unable to assist with Terms of Service queries through this channel. Customer Support is not in a position to provide details, discuss, or overturn any action taken on an account due to breach of Terms of Service. If you require more information about the violation, please contact Terms of Service directly to request this specifically and await their response. We sincerely apologize if there is in any delay, and ask for your patience while they address your query.

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. Should you have some additional information regarding this matter, please email "[email protected]". Additionally the EA Terms of Service that the player agreed to states, "You are responsible...

for the activity on your EA Account. Your EA Account may be suspended or terminated if someone else uses it to engage in activity that violates this Agreement."
EA Terms of Service: http://www2.ea.com/terms-of-service

Greetings,
 
Many thanks for your report regarding this players experience with FIFA 17.
 
I have contacted this player directly and advised them on their best current course of action.
 
Thanks for your time and understanding in this matter.
 
Kind...

regards,
 
-George T. – Customer Relations -EA Help |

Initial Business Response /* (1000, 5, 2015/06/01) */
We have reached out to the player and the issue has been addressed and welcomed the customer to contact us back should they have any further questions.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7,...

2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Looking into the report, you were playing a player who caused an issue where they were able to ultimately pause the game and causing the game to be stuck. I apologize for the frustration caused. When reports are filed to the studio regarding game bugs, the studio looks into the root cause and looks for the solution to eliminate any glitch or exploit. Once the studio has the solution for it and something we can resolve on our end, they will roll out a fix to have it resolved.
Also, players found to be exploiting in-game glitches are subject to violations to their account. You can also report the player causing the issues as well using this page as reference: http://help.ea.com/en/article/how-to-report-cheating/
If you have any questions or further issues with the game, [redacted]'t hesitate to contact us and open a case using our Help Site at help.ea.com and we will be happy to assist with any account or technical issues you run into.
Best regards,
Unfortunately, there is not much to add further to the response other than the information I provided. There is an issue happening with the game that the studio has been investigating but until the root cause is know, it is hard to determine if it is even something we can fix on our end. Until they know the root cause, I am unsure what the fix would be and have no news if it is something that will be resolved in Madden 16.
Along with that, there isn't any compensation granted to players that may be falling into the Pause Glitch if another opponent does it. There is no way to track the games when it happens nor a way to confirm if it occurs to a player. I apologize that the trouble is occurring and, as mentioned, you can report the players that are causing this to happen with the link I provided.
I'd be happy to look at your account and your record to see if there is something I could get granted in regards to compensation. However, with the information you provided in your Revdex.com report, I am not locating any accounts with Madden 15 or any cases under email address xxxxxxxx.com. Let me know the email address and Gamertag/PSN ID you use to play the game and I can take a look.
Thank you for the response. Looking at my previous email, I do not recall saying that there is nothing we are doing about it nor is there something we can do about it I apologize as I am unsure how to further explain to you the issue is being investigated and, until we know the root cause, I am unsure what the resolution will be. From the previous emails, this is basically the third time I've mentioned this and there is nothing further past that. I apologize if you feel this is an unacceptable response but that doesn't change the nature of the issue.I've looked into the issue further and the screenshots I was able to break down the details for your account today. Generally, when someone reports a pause glitch, they are only granted a 1-time exception of 2,000 Coins. However, I granted the exception to have 2 Game Changer Packs added to your account which you will see next time you log in. Though I cannot guarantee the same will happen in the future, I'm happy to assist with providing the packs to your account.
Thank you again for the feedback on the game along with the other information you provided. If you have any questions, [redacted]'t hesitate to let me know

After a full account investigation, we found the player was not violating the Terms of Service and have overturned the ban on his Fifa 17 account. We have reached out to the player to apologize for the inconvenience this issue caused.

We have reached out to the customer but have not received a response back at this time.  Should the customer still be experiencing the issue, they are welcome to respond back to us or open a case at [redacted] and we will be happy to assist.
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/10/19) */
Hello Revdex.com,
Thank you very much for highlighting our customers concerns to us.
I have reviewed the customer previous history with us and I can see that he has called us many times asking for compensation, to which some of the time he has...

been granted. It appears that the customer is always wanting more. The customer has not stated which game or case he is referring to so I am unable to locate where his concern may be.
I will reach out to the customer and discuss their concerns with them.
Thank you.
[redacted],
EA Customer Service.