Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/12/28) */
Greetings,
Many thanks for your report
I was sorry to hear of ***'s experience and hope a resolution can soon be found
In order to gain a better understanding of this issue, I will contact *** directly and take personal case
ownership of this matter
Please note, EA offers all players a unique option (within a designated time frame and subject to use) to return digital PC Origin purchases should they not be 100% happy with their gameInformation regarding the Great Game Guarantee can be found by following this link: https://help.ea.com/uk/article/what-s-the-great-games-guarantee/
Thank you for your, patience and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I want a refund, you EA promised via your agreement with your customers to deliver games that were good and playable, YOU HAVE FAILD COMPLETELY, YOU HAVE YET TO FIX ANY OF THE GAMES I PURCHASED SINCE YOU TOOK OVER ORIGIN
Never has your company expressed concern, or even acknowledged the issues being pounded on your forumsI AM NOT HAPPY WITH EA AND YOUR BATCHS OF SCRIPTS READ TO US LIKE WE ARE SPOILED CHILDREN WHEN WE TRY TO GET THE GAME WE WAITED ON THEN IT ONLY WORKS CORRECTLY WITH CONSOLES NOT PC
I WILL NOT TAKE A REFUND, FIX THE GAME, NO OTHER OPTION WILL BE ACCEPTED OR OFFEREDIF EA GETS HARD ON THIS I HAVE A CREW WAITING TO FILE A CLASS ACTION SUIT AGAINST EA, ORIGIN AND THE Revdex.com FOR NOT TAKING ANY ACTION FOR OVER YEARS, I AM years old and I used to love gameing, the garbage that has been releaed in the past years were ALPA or BETA versions
YOU ADVERTISE ON THE BOX, IN THE STORES AND ON TV THAT THIS GAME WORKS,, LIE
Final Business Response /* (4000, 9, 2016/01/11) */
Greetings all,
Many thanks for your update
We continue to work with *** on a one to one basis in hope a resolution can soon be found
Thank you for your time and understanding while we address this issue
Kind regards,
***,
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (2000, 11, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After many hours of troubleshooting, it turns out to be an issue (BUG) with AMD and the software for my video cardI have contacted AMD as well as has EA and Cryptic about the BUGS
These bugs are listed at the end of the change.txt fileUnless you actually go through the whole document, you would never know about it
Yes, the game has bugs as well, but it turned out the hardware companies bugs were of a more serious nature

Players are encouraged to contact the Terms of Service team at *** from their registered email address if they wish to dispute any action that has been taken on their accountThese disputes must be investigated by the ToS team, who will review the sanction applied to ensure that
it is consistent with our policies and procedures

This query is in regards to action taken
by the Terms of Service team, regarding a violation of our Terms of Service agreementEA Help and customer support would not be in a position to provide details about the action, nor would we be able to overturn the decision by the Terms of Service team
Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould the player feel this action was incorrectly applied or have some additional information we might have missed first time around, please email "***
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":
***

Our previous response stands and we are unable to further discuss this issueIf the player wishes to dispute the action taken they will need to contact the EA Terms of Service team directly.For more information on how to contact their team, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ regards,Electronic ArtsWorldwide Customer Experience

Complaint: ***I am rejecting this response because: The issue has still not been resolved and is ongoingI'm awaiting a proper fix to my issue.Sincerely,*** ***

We have reached out to the customer and the issue has been addressedShould they have any other issues, they are welcome to contact us at *** and we will be happy to assist
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/16) */
Hello,
Thank you for contacting us about this matter
I'm sorry to hear that you are having some issues with the Madden deluxe editionWe will reach out to the customer directly in order to address this
Kind regards,
***
EA
Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained to ***, the person who contacted me via email, I would like a refundI will not consider the matter resolved until I receive a refund for the game that I bought less than days agoI am not happy at all with the product or technical support that was attempting to resolve my issues prior to filing a Revdex.com complaint
Final Business Response /* (4000, 9, 2015/09/18) */
Hello,
Many thanks for your response
We are already in direct contact with the customer and have provided steps in order to resolve this matter
Kind regards,
***
EA Worldwide Customer Experience
Final Consumer Response /* (2000, 12, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved this case to my satisfaction

Let me tell you what your support did for meThe first person I talked to was actually niceThey said make a new EA account and they would remove the hacked account that was attached to my xbox gamer tagWell I did that then went to and had an online chat with EA customer support againThe person was rude to me and closed the chat window while I was still talkingI then talked to another person on the phone that when I told them I was contacting the Revdex.com they hung the phone up on meI'm attaching two pictures that shows i'm logged in playing and showing the email is not mine. I can see why EA has been voted the worse company twice now your customer service is horrible and some of the worse I ever dealt withYou won't be hearing from me next year cause after being your game and being treated like this you lost my businessI can only hope more will follow okAttaching two images you can see and this verifies my accountI really think you guys don't want to fix this issue cause you can't you don't know how. Here is a link on your official forum site with people having the same problem as I am and most of them have not been helped either. https://answers.ea.com*** again I sent two attachments showing i'm logged in but if I remove NHL from EA then I won't be able to play maddenMost people can't buy multi games to get to play oneSo I ask again to remove the email that is attached to my account and add *** or *** I have proven with the images I have logged in and played.
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The team that is tasked to investigate the matter said that it would take up to hoursThat time has passed and I have not gotten any update on the situationAnd every person that I talk to on the websites contact tab just says that it was more than likely a mistake; if it was a mistake how come it's taking so long to correct it?
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/15) */
Hello,
Thank you for sending this onto usI've reached out to the customer to investigate this, and am in direct contact with them now
We hope to have this resolved for the customer as soon as possible
Kind regards,
EA Customer
Service
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They solved the issue with me , unabanned my account gave few free packs for game Thanks Revdex.com for help

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 have just sent an e-mail to *** with the information that is needed to track down this account and refund the charge.Sincerely, *** *** ***

Initial Business Response /* (1000, 7, 2015/11/06) */
To whom it may concern,
Many thanks for sending this customers concerns over to us!
I reached out to this customer directly and we were able to address the concerns raised
The customer has my personal contact information, should she
require any additional assistance!
***
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (2000, 9, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this resolution to our issueI still do not agree with publishing invalid codes in packaging that are distributed to retailers and then not having the infrastructure to resolve that problem
Secondarily, and more importantly, later during this issue I discovered that the pro packs and playmaker pack were only available during a specific date range that is not published on the packaging nor on the internal insertA customer would reasonably think that the weeks you get the packs would begin on the day you entered your individual codeNot so says EA, it only is during a specific date range, and if weeks have passed, you are simply out of luck and cannot have those packs
Again, in our specific case, we were given pro packs instead of 36, but we were pleased to get those, given the hours upon hours we've dealt with customer serviceThe only worthwhile customer service I encountered was *** who dealt with this from Revdex.comThe service you get through regular means is ineptJust go online and search EA's own websitesAgain, we are pleased with the resolution to our specific issue, but I still take issue with the company and their deceptive marketing practices

Initial Business Response /* (1000, 5, 2015/06/05) */
Greetings,
Many thanks for your report
I was very sorry to hear of this customers concerns and hope a resolution can be found in the very near future
We will now contact the customer directly in order to gain a better understanding of
this issue
Again, many thanks for your report and we look forward to assisting this customers with their concerns
Kind regards,
***,
EA Worldwide Customer Experience

Complaint: ***I am rejecting this response because:
irrsponsible response
also the sanction si in violation of EA internal procedureIt is my first offenceEA should not clear my account without prior notice!
I have been contacting the term of service team but they did not give me any proper responseAs such, I need to go through another channel!Sincerely,*** *** ***

Initial Business Response /* (1000, 5, 2015/08/21) */
To whom it may concern,
I have reached out to this customer and will be communicating with her directly to discuss the concerns raised
***
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from *** *** saying she would contact me by phone on 8/21, but I had be away from phone and requested a call today 8/24,I have not heard from her yetThank You
Final Business Response /* (4000, 9, 2015/08/25) */
To whom it may concern,
I have spoken with the customer this morning and addressed all of her concerns, as such; we consider this matter resolved
Warm regards,
***
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks so much for your helpEA contacted me and my account has been restoredSo at this time I am very happy w/outcome of the complaint I made

Our previous responds standsIf the player needs assistance with their game they are welcome to troubleshoot the issue with our support team by contacting them at http://help.ea.com/contact-us
EA Help

To whom it concerns,
Thank you for bringing this matter to our attention
I have reviewed the message from the player, and the account in question
I can confirm that this sanction has been reviewed on a number of occasions directly by the FIFA studio
As per the results of these
investigations, we are unable to assist the customer further with this sanction and instead, the customer must contact our terms of service team directly
Details on how to contact the Terms of Service team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ /> Customer support are unable to assist further with this issue directly
Thank you,
EA Help

Final Consumer Response /* (2000, 5, 2016/03/21) */

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould you have some additional information regarding this matter, please email *** Additional information regarding this process can be found by following the link
below.***Thank you for your time and understanding in this matter

The full in-game message for this specific bundle and topper stated, "Contains Legendary Packs plus a Bundle Topper that gives Elite Legend Player (base elite or full Legend) from this week’s legends.” After reviewing the case number provided we could see the item the player received was one of
the base elites and thus he received the correct topper