Electronic Arts, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Greetings,
 
Many thanks for your report.
 
I was very sorry to hear of this players experience and do hope I might be able to assist.
 
I have just contacted this player directly in effort to address their concerns.
 
Thank you for your time and understanding in this...

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

Initial Business Response /* (1000, 5, 2015/11/23) */
Hello Revdex.com,
Thank you for bringing this case to our attention.
I will investigate the issue and reach out to the customer to resolve the problem.
Kind Regards,
[redacted]
EA Customer Relations

Initial Business Response /* (1000, 5, 2016/01/27) */
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 will now contact this customer directly via email and take personal responsibility of this...

matter.
Thank you for your time and I look forward to a swift resolution.
Kind regards,
[redacted],
EA Customer Relations World Wide Customer Experience.
Final Business Response /* (4000, 8, 2016/02/05) */
We have discussed the matter with [redacted] and requested additional information from him to further investigate. We have not heard back from him at this time but should he still continue to have this issue, we welcome him to contact us back and we will be happy to investigate further.
Electronic Arts
Worldwide Customer Experience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/08/04) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out to [redacted] via the email address attached to this Revdex.com case. If you could view my correspondence at your next convenience and reply with the requested...

information that would be much appreciated.
I look forward to hearing from you.
Regards,
[redacted]
EA Customer Experience
Initial Consumer Rebuttal /* (2000, 12, 2015/08/05) */
Thank you all for your assistance in this matter. Until I involved you (the Revdex.com) by filing a complaint, I had not received any response or assistance from EA/Origin/Bioware regarding my issue. After they received the complaint, I was contacted by [redacted] from EA Customer Service. He reactivated my account, assisted me with getting back online, and even reinstated my six month subscription. So again, thank you for your help. Consider my case resolved.

Initial Business Response /* (1000, 5, 2016/02/05) */
Hello,
Thank you for sending this to us. We have completed the customers request, and reached out to them through our internal support to notify them that this is done.

Initial Business Response /* (1000, 5, 2015/11/04) */
Hello,
Thank you for contacting us.
We have reached out to [redacted] to let him know that the issue he is experiencing is currently a known issue, and that we are hoping to have this resolved in a future maintenance for Madden 16.
We have...

offered an exchange of the title, as unfortunately in this case we would not be able to offer a monetary refund as the game was not directly purchased from EA.
Kind regards,
[redacted].
EA Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Electronic Arts has been aware of this problem since August (which is also when I purchased the game). Any company should be accountable for not producing a product that works, especially a large corporation like Electronic Arts. I have asked for a simple, make whole resolution. Despite acknowledging the issues with their product, they have refused.
At this point, I believe a middle ground solution would be to receive a deadline by which the company has to fix the game. This deadline should be reasonable (less than a month) for the consumers because Electronic Arts, despite it's abundance of resources and knowledge that this has been an issue for almost three months, has remained vague about when this will be fixed. Their responses to my complaint (as well as their response to consumers on their own message boards) essentially allows them to string us along indefinitely.
Should the deadline not be met, I again request a refund for a product (plus shipping if I am required to send the game back) that does not work as their untimely response to the issue has placed the product outside of GameStop's return policy.
I believe that what I'm asking is reasonable and not excessive. It is along the lines of basic consumer trust and a company's responsibility to offer a working product or a make whole resolution.
Final Business Response /* (4000, 9, 2015/11/09) */
Hello,
Thank you again for sending this onto us.
As previously mentioned we are unable to provide a refund for this product as it was purchased from a local retailer. We have offered the customer a free game in lieu that we would ship out, however we would not be able to make a monetary refund in this case.
While we cannot give a firm resolution date for when this will be fixed, we ask for patience while the team work to resolve this as quickly as possible. The developers have pinpointed a particular issue with the game mode that [redacted] is trying to play, and have advised this will be resolved in a future maintenance.
I am afraid at this point we are unable to provide the [redacted] with his desired resolution, but we have offered him an alternative which we are still happy to provide.
Kind regards,
[redacted].
EA Customer Support

We have looked closely into the claims af a compromise on the account and show no signs of a compromise. The players appeal has been denied once again. We will not be able to further assist with this matter and are considering it closed. 
Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/01/21) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I deeply apologize for the frustration caused by this matter. I have reached out to our contact at the BioWare Store and they have since informed me that they have made...

contact with you concerning this issue. As such I hope a resolution will shortly be achieved.
Once again I apologize for the frustration caused.
Regards,
[redacted]
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bioware and Electronic Arts offered nothing but platitudes. They only offered to refund my money if I first lifted the dispute with my credit card company. I confirmed with my credit card company that it has no such requirement, that my payment can be refunded while the dispute is pending, and that if I lifted the dispute and Bioware did not pay I would have no recourse. And of course Bioware only began responding for the first time after I raised a dispute. The contacts I have had so far have just been by email and they have refused to provide a phone number or call me.
Final Business Response /* (4000, 9, 2016/01/26) */
Dear [redacted], Revdex.com,
Thank you for the update.
As advised via email the BioWare Store in question isn't managed by EA and is run by a third party. As such we unfortunately have no access to there systems to assist in this situation.
I have brought this case to the attention of our contact at the BioWare Store and they have advised me they're in contact with [redacted] regarding this situation.
I hope this matter is resolved soon and I apologize there is nothing further I can do to assist.
Regards,
[redacted]
EA Customer Relations
Final Consumer Response /* (4200, 11, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolution. The credit card company has now reversed the charge but this required me to file a dispute that was not resolved by the Company despite numerous requests before filing the dispute. Nor did we receive any merchandise, which was big disappointment to my daughter over the holidays.

To whom it may concern, 
I have reached out to this customer directly from our internal tool to advise them to contact iTunes directly as we have no visibility on iTunes purchases. 
Kind regards
Executive & Customer RelationsEA Help

Initial Business Response /* (1000, 10, 2015/08/14) */
The customer has previously filed a Revdex.com report on the same issue (Revdex.com CASE#: XXXXXXXX) and the account ban was overturned with warning to not continue the same actions that violated our Terms of Service. The same actions have occurred and the...

player has already contacted us to dispute the account ban. After multiple reviews, it is confirmed as a valid sanction so appeal declined as per studio instruction as this player is a repeat offender. Should the customer have any other questions or issues, they are welcome to contact our Customer Support and we can confirm the customer has the options available to do so.
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because: I have tried contacting the terms of service teams and don't receive anything but some generic response saying they can't help me. Since you can't seem to help me come what may, I demand a refund. Unable to use the online features of the game renders it worthless for me, and I refuse to have paid for it. If you believe you can't assist me any further on this, please issue a refund immediately. Sincerely,[redacted]

If [redacted] player would like to obtain a refund for [redacted]ir purchase we encourage [redacted]m to review [redacted] EA warranty policy; [redacted]/. For any purchases made on [redacted] console we encourage [redacted] player to contact [redacted] support to discuss [redacted]ir refund options as we do not have access to [redacted]ir billing system.

We are currently investigating the root cause of the issue and continuing to work with [redacted] as we move further into the case.
Electronic Arts
Worldwide Customer Experience

We have responded to the communication issue and notified the customer
- EA Worldwide Customer support

Initial Business Response /* (1000, 5, 2015/11/06) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention and I apologize for any frustration caused as a result.
I have replied to the ticket that you raised in-game on Star Wars: The Old Republic. As such I would invite you...

to view my email at your next convenience.
Regards,
[redacted]
EA Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Greetings [redacted],
Thank you for contacting us regarding the Artifact Authorization unlock.
My apologies for any frustration caused by this issue. I've had a look at your account and can see that you were previously subscribed to the game, when you're a subscriber the restriction to equip Artifact gear is removed. However once your subscription expired you dropped to a Preferred access account, this account type is free for players, however it does have some restrictions in place. One of these is the ability to equip Artifact gear, as such the only way for you to equip this gear would be to either add a subscription or purchase the unlock from the Cartel Market.
For full details between the different account types please see the below page. The section "Item Equipping" details the issue you're experiencing.
http://www.swtor.com/free/features
I hope this helps and please [redacted]'t hesitate to contact us again should you require further assistance.
Regards,
[redacted]
Star Wars TM: The Old RepublicTM Customer Service
++++++++++++++++++++++++++++++++++++++++++++++++++
Above is the reply I received from [redacted] at EA games. this response is unacceptable. the Gear in question was NOT artificat gear prior to the 4.0 release. The gear in question was sourced and won with the SoR expansion that I purchased. I do not need to be a member to use gear I have already purchased. I could use said gear prior to the KoTHE release, after you took my gear away - gear I have already paid money to use - what [redacted]'t you understand about this?
[redacted], your company has no honesty or integrity, I've paid for the right to use equipment and you steal that away from me, and you will only give it back if I pay you more money. in NZ that is called theft.
I'm not asking for anything extra or anything I'm not entitled too, just for the equipment I have already paid for to use. if you cant do this, then refund me the purchase price for the SoR expansion which in now useless as I cant use the Gear I have already won and close my account/delete all information you may be holding as I have previously stated, you company is dishonest and lacks integrity OR unlock my Yavin/Zoist gear so I can get back to playing the game .
Final Business Response /* (4000, 9, 2015/11/12) */
Dear [redacted], Revdex.com,
Thank you for the update.
I have replied back to you concerning the points you have raised. As such I have made our final stance on this matter and unfortunately we aren't able to assist any further in relation to this matter.
As such we consider this case closed.
Regards,
[redacted]
EA Customer Experience
Final Consumer Response /* (4200, 11, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the CSR does not understand the problem, I've tried and tried to explain it but he's just stupid. I've even request a manager to look at this but the CSR denied that. Since this I have deleted game of and will not play or fund this game ever again. EA and Biowear can rot for all I care.
Revdex.com thanks you for trying, But EA are a very poor excuse of a company with no customer focus beyond the wallet what so ever.

Initial Business Response /* (1000, 6, 2015/11/16) */
Hello,
We've reached out to the customer several times using the contact information included with this complaint, but unfortunately we have yet to receive a response. If further assistance is still needed, however, the customer is always...

welcome to reach out to our support at help.ea.com. Thank you!
Sincerely,
EA Customer Support
Initial Consumer Rebuttal /* (2000, 8, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaim twas resolve by EA tech support that decided to make a new account

Greetings,
 
Many thanks for your report regarding this matter. I was very sorry to hear of this players experience and do hope I might be able to assist.
 
Having investigated this issue and reported this case to our development studio, we were unable to identify the nature of this...

issue. It appears this matter may be somewhat unique to the player and their device as the community at large have not reported this bug.
 
With in game compensation already provided as a small gesture of thanks for their patience and cooperation, we feel this issue has been addressed and do hope future patches will address this issue in the very near future.
 
I will now reach out to the player directly and communicate our position regarding this matter.
 
Kind regards,
[redacted] – Customer Relations-EA Help |

Initial Business Response /* (1000, 5, 2015/12/16) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
I have reached out to this customer on both the email address association with his Origin Account and the email address associated with this complaint,...

however; I have yet to receive a reply.
I am happy to discuss this further, should the customer get back to me.
Warm regards,
[redacted]
Electronic Arts Customer Experienc