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Electronic Arts Reviews (425)

We are responding to this player and collecting feedback for our support processes - EA Help

Complaint: [redacted] I am rejecting this response because:EA didn't unban my account and this was done wrong because I bought FIFA points and then I packed a really good player and a few days later I got a email saying that I was buying and selling coins even though this was wrong Sincerely, [redacted] ***

Hello, we will reach out to this player and inform them of their support options regarding their issue - EA Help

Complaint: [redacted] I am rejecting this response because: They have stated that it could take up to hours to reviewIt would be nice to give me some form of update not only response or let me know how they are in the review process.Sincerely, [redacted]

To whom it concerns, We are still in direct contact wit this customer and we are discussing a resolution and compensation where applicable The case is ongoing but we expect it to be fully closed soon Thank you again for your time, EA Help

Hello BBB, Thank you very much for bringing the customers concerns to us. I am delighted to advise that I have already spoken with the customer regarding this matter and the issue is now resolved. Thank you. ***, EA Customer Support.

Upon review of the player's ticket, we found that they were provided with the following information regarding their Galactic Trade Network credit refund request. "Although the mistake is understandable, we are not able to return the item to the original seller and remove the credits from them.... Please relist the item in the GTN to earn back the credits spent."

We've reached out to the customer to discuss his issue We welcome them to contact us at [redacted] for any future issues and we will be happy to assist.Electronic ArtsEA Help

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

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 meSincerely, [redacted]

We have addressed this matter under Revdex.com Report Complaint # [redacted] As discussed with him in his last report, we do not have a method to refund, credit, or do anything with transactions through Microsoft Additionally, we have addressed the issue with him regarding the focus of the game and explained that it has lined up with the comments made publicly about the game Due to this, the issue has been addressed and can confirm he is able to reach our Customer Support Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We have reached out to the player but have not heard back at this timeShould they still need assistance, they are welcome to contact us back and we will be happy to assist and can confirm they are able to contact us with any issues Electronic Arts Worldwide Customer Experience

To whom it concerns, Thank you for bringing these concerns to our attention I have contacted [redacted] directly through email to provide further detail and help ensure that he has received all purchased content for this title I will ensure that all of Vince's purchases and fulfilled and have invited him to reply to me directly in my communications Thank you, EA Help

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Hello We have reached out to this player to offer our assistance with their issue, but have not been able to obtain enough information to investigate the loss of progress they reported or properly assist them with it Should the customer provide us with the information that we need, we would be happy to investigate their issue further and assist them with this Regards [redacted]

Complaint: [redacted] I am rejecting this response because: I am not sure what more I can possibly do hereCustomer Service apparently cannot helpThe Terms of Service team offer no support, no explanation as to why or how they concluded that my account should be banned, and have now closed my caseIn their own words, "After completing two full investigations into your complaint, we consider this matter closed." How can it be closed when I'm not even told what I have supposedly done wrong, to allow myself to then defend my position? I know that I have broken no rulesI have now lost a number of weeks play time of this game as a resultI will not be giving up until my account is un-banned and I can continue playing the game that I purchasedEA is like a closed book that will not display any informationIn what world is guilty until proven innocent, although we won't tell you what law you broke, acceptable? "You are under arrest, you have the right to an attorney, however you will not be told what law you have broken and you will receive no further correspondence from us, so good luck defending yourself!" It's absolutely ridiculousPlease, please, please can EA put some more effort into supporting and helping a loyal customer as I feel like I'm continually walking into a brick wall I have CC'd the Terms of Service team, so hopefully they can provide some meaningful assistance for me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode Electronic Arts Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response gives no timeline for rectifying the issueIt states they are addressing the solution in future iterationsDoesn't solve the issue that those of us that buy this game for this feature bought a flawed product that EA has not done anything about Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We have discussed the matter with the customerThe 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 Final Consumer Response / [redacted] (4200, 11, 2015/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has not been addressedIt has been ignoredNo resolution what so ever

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Greetings, Many thanks for your report I was very sorry to hear of [redacted] 's 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] T with EA Customer Relations reached out to meHowever, he wasn't helpful with addressing my requestI provided my complaint with very specific and detailed scenarios in which I was not receiving what I had paid for through the in-app purchases of their gameWhen we initially spoke, he told me not to worry that there would be a way to track every transaction that was made and use that information to restore the items to my accountAfter a week, that had never been doneHe stated that "I cannot assist you in taking this matter further." I wanted an analyst to be assigned to my case that could verify each transaction individually and cross reference that to what is currently in my account to restore the missing items that I had paid forRather than do what he initially told me, that they would track down what I purchased, I was given a broad blanket statement that "extensive QA testing" was performed on the game, meaning many others have filed a complaint and they have a team in replace trying to replicate and repair the issueThis is entirely different than someone actually looking into my specific complaint and issue [redacted] T does not work for the studio so he told me about the transaction research prior to speaking with the studio, which leads me to believe that after speaking with the studio they currently do not have a way to do this and rather than do what he said he was initially going to do, responded with a statement that basically said "We've tested the game." If this is the case, that they cannot provide proof that I (along with many others) cannot be provided with proof that we received what we paid for and can be provided with the missing items that we paid for, then the company seems to be deceptively covering up a major bug which is downright criminalI emphatically do not accept this resolution from EA and believe my money has been stolen from me Final Business Response / [redacted] (4000, 11, 2016/02/14) */ Greetings, Sincerest apologies for our late reply in this issue Having advanced our investigation into this matter, we have passed [redacted] findings to this customer directly via email Thank you for your time and understanding in this matter Kind regards, [redacted] , EA Customer Relations World Wide Customer Experience

Complaint: [redacted] I am rejecting this response because: Everything stated above is wholly untrueI will attach as many emails as necessary to show that: 1.) I am not free to contact themIn fact, I've been told in numerousbe mails that I will no longer receive a response from them on this matter 2.) I was found to be in violation of terms of service, yet I have read and reviewed TOS several times and I have not violated any of itDirect question: What did I do to violate TOS? I have asked this multiple times and am sent a copy of the terms of service and told I won't be receiving any further responsesWhat have I done to violate TOS? Furthermore, how can you still find me in violation after a review when I did nothing in the first place 3.) I asked a very simple set of questions, to which I received no responseThe most important of which is CAN I USE COINS TO BUY AND SELL MUTHEAD CREDITS? I've spent thousands of dollars here and am asking one question that I deserve an answer to Where am I wrong for having thousands of dollars in content taken from me after doing nothing wrong and wanting answers? Am I reinstated? YesBut this will be a very short lived exercise if it takes no evidence or explanation to get rid of me again Below is is an example of an email correspondence where I am essentially told that nobody cares and to go awayIt also shows I won't be told what I did wrong and whether or not I can use MUTcoins to acquire MHC, along with every other question I asked being completely ignored [redacted] begin email Hello,We received your latest message regarding the action taken on your accountWe have performed all investigations possible on this issue and will not reverse the decision.Please do not expect further responses on this matter.Thank you,EA Terms of ServicePetition history: On 08-01-you asked EAGAMES support: Suspended account- Madden 16- [redacted] - [redacted] Madden 16- [redacted] You didn't address a single question I askedI did not ask you to review anything on my accountI asked you seven questions and this was your response: We received your latest message regarding the action taken on your accountWe have performed all investigations possible on this issue and will not reverse the decision Please do not expect further responses on this matter Thank you, EA Terms of Service This is once again unacceptableIt's also unsurprisingI'm asking for help in answering questionsPlease understand that telling me you won't respond to me isn't shooing me offIt's only motivating me more to seek out fairness for a grave injusticeI only ask that you answer my questionsWhat is unreasonable about that? Sadly, I'm a shareholder in your companyWhat is most unsettling about your actions are that you/your department will ultimately cost EA moneyAnd that is never ever a good thingI'm sure somewhere deep down inside, you might get a kick out of messing with people who've done nothing to personally wrong you in any wayMaybe it's fun for you to get irate responses from people that you refuse to have an actual discussion withHell, I don't knowWhat I do know is that I won't stand for itI am a consumer of your product, and as such, do have certain entitlements, such as getting answers to questions that directly impact the product you are supplyingThis will be my last communication with youIf I don't get some answers to very simple and reasonable questions, you won't be hearing from me again and I will simply seek recourse via a means that will actually do something that again, you as the supplier of a product/content that I am paying for, have to shareAs long as you, as a company, are operating out of the United States of America, you can't hide from, nor can you simply shirk, these responsibilities Petition history: On 07-30-you asked EAGAMES support: Suspended account- Madden 16- [redacted] [redacted] Madden [redacted] [redacted] Online purchase Suspended Account suspended Dear Account disputes team: I would like this email to actually be addressedThe canned responses have been unacceptable thus far, and an expectation of being able to get answers to very simple questions really shouldn't be asking too muchSo this time around, I will number my questions, and leave plenty of space between so that I may receive a responseThe questions number seven in total 1.) I have reviewed the TOS front to backIn fact, both myself and my legal counsel have reviewed your TOS and we fail to see where I am in breach or working outside the terms and conditionsPlease explain what exactly I did that violated your TOS 2.) why was I not given the opportunity to defend myself when you took action against my account? 3.) How can your review my account a second time, and still find me in violation of TOS when I was t in violation in the first place? 4.) Nowhere in your TOS do you outline that you can act on my account without causeThis essentially means that I am entitled to a reason as to why my account was suspendedYou have the choice to hide behind the veil of the response "you violated TOS" in emails, but this has no legal grounds whatsoeverOutside of an email to threaten a customer, this holds up nowhere 5.) Can I use coins to obtain MutHead Credits? Is this within TOS or not? I ask, because if this is not true, my legal interests shift from EA to muthead, so I need an answer to this question [redacted] This is a direct question, that I, a paying consumer of your product am asking you, a for profit, publicly traded, company with whom I have not only an expectation but also a right to be informed of 6.) why, when we are talking about thousands upon thousands of dollars I've invested into this game, can I not receive so much as a phone call from you so that we may discuss this matter? What you're opting to do isn't illegalI do think it is unethical from a business perspective, and also bad business practiceThat said, in still requesting a phone call at [redacted] to further discuss this matter 7.) You have found me in violation of the TOS, so it is only a matter of times before I make a MHC transaction somewhere along the way that gets me permanently suspendedWhat advice might you offer to help avoid this? Just so you all know, I plan to announce to account disputes every time throughout the day that I make an MHC transaction, so as to better my chances of not getting banned, or at the very least, have either EA or Muthead in a very compromising position, depending on which entity isn't dealing/speaking in earnest Lastly, I want to make myself very clearI'm not some helpless teenager that is going to go away and be happy my account is backI understand the consequences, repercussions, and potential ramifications of EA keeping a strike on me, and it's wholly unacceptableI have done nothing to violate TOS, unless MHC transactions are a violationIf this is the case, fine, but I am disclaiming to you in this email that I am continuing to buy content in your game with the understanding that I can, in fact, make MHC transactions, and you have continually allowed me to believe this by not correcting me at any point Please, I have appealed to you in every way possible to get some answers hereI'm just asking for helpEN - EA Terms of Service Correspondence will follow shortly Sent from my iPhone Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The issue has still yet to be solved While I am heartened and gratified that the company representative has been diligent in maintaining communication in an apparently genuine effort to reach a solution, the solution is still elusive, and my original issue from several months ago remains unsolved I look forward with anticipation to having this problem finally fixed Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/10/20) */ Hello Revdex.com, Thank you for sending this on to us, I will reach out to the user and work towards a resolution with him on this Kind regards, *** Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] has stated he will try to resolve and if he cannot a refund will be issuedI would rather the resolution of my information/teams restored due to significant amount of time and energy put into applicaton however if not possible, compensation for purchases totaling approx 3,is acceptable All I request is an approximate time this repair/resolution will take Final Consumer Response / [redacted] (3000, 19, 2015/10/23) */ My middle ground offer to Electronic Arts in regard to the above dispute would be a reimbursement in the amount of $2, Again I do not wish to communicate with EA anymore as the, one-a-day emails and terrible support/service is beyond frustratingAs stated to them via email, if the requested [redacted] or middle offer [redacted] isn't agreed upon I will plan on taking legal action as it was agreed upon via email from EA they would correct this issue and if unable they would issue reimbursement

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