Electronic Arts

Initial Business Response / [redacted] (1000, 6, 2016/01/11) */ Hello Revdex.com, Thank you very much for sending us our customers concerns I have now reached out to the customer and addressed their concerns with themIn this case the complaint is made to ourselves however the issue is with Fire Monkey supportI have reached out to the FireMonkey team to help the customer become engaged with them I am happy to report this has now happen and the customer is happy with this resolution Thank you EA Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] from EA as reached out to myself and redirected me to correct studio with Firemonkeys to address issuesClosing issues on my side***

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ To whom it may concern, Many thanks for sending this customer's concerns over As explained to the customer, we (EA) do not run PunkBuster; Even Balance are the name of the company who developed PunkBusterAs such, the customer must appeal any PunkBuster sanction with Even Balance by opening a ticket, we (EA) cannot overturn PunkBuster bans I have provided the contact details for Even Balance Thank you for your time, [redacted] EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) No resolve nothing was fixed and ask for discount or a refund Punkbuster is a 3rd party that is contracted by EA they will not stand be hide the customer and will not help to make this right Final Business Response / [redacted] (4000, 9, 2016/02/02) */ To whom it may concern, Many thanks for sending this customer's concerns over As advised previously, as EA do not run Punkbuster; we would not be in a position to assistI would recommend that the customer contact Even Balance to discuss Thank you for your time, [redacted] EA Customer Relations World Wide Customer Experience

The GTN is a player to player auction house so we cannot remove the credits from the player that sold the item and return the item that was purchasedWe encourage this player to relist the item purchased on the Galactic Trade Network so they can earn back the credits spent

Dear ***, Revdex.com,Thank you for bringing this matter to our attention.I have reached out to you directly via the email address provided on this Revdex.com Complaint with further information on this matterIf you could please review this and reply at your next convenience.I look forward to hearing from you.Regards,***EA Customer Relations

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]

Complaint: [redacted] I am rejecting this response because: I already did what the merchant mentioned timesThey fail to provide a reason or evidenceI have also requested calls from management with no response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Greetings, Many thanks for your reportI was very sorry to hear of this customer experience and do hope a resolution can soon be foundI have contacted this customer directly via email and have taken personal responsibility of this matter Thank you for your time and understanding in this issueKind regards, [redacted] , EA Customer Relations World Wide Customer Experience

To whom it concerns, Thank you for bringing this concern to our attention We will contact the customer directly to discuss this further and resolve this matter where possible Sincerely, EA Help

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 The response from EA sounds good, let's hope they go through with Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We will contact the customer to expedite the case and provide additional support options - EA Worldwide Customer Experience Final Business Response / [redacted] (4000, 8, 2015/06/08) */ After contacting the player to gather some additional details regarding the issue he experienced, we were able to confirm the loss and have returned the content to his accountThe player has confirmed he has received the content in-game and is now able to begin enjoying his game againThank you for bringing this matter to our attention!

To whom it concerns, Thank you for bringing this matter to our attention We have been in direct contact with [redacted] in order to resolve these concerns with him directly [redacted] has been invited to respond to us directly should he require any further assistance with this case Thank you for your time, EA Help

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Hello ***, Thank you for passing on our customer concerns to us I have reached out to the customer via our internal tools and have advised the customer that we are unable to assist her as she needs to speak with the FireMonkey support team directly as we here have no access to any of the FireMonkey support tools I have provided the customer with a link to the FireMonkey support help site and closed the case on my side Thank you ***, EA Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken with fire monkeys via email numerous times and they refuse to resolve the problemEA is apparently in relation and/or hired fire monkeys to be the technical support team for the EA gameFiremonkeys has told me they are not responsible for refundsSims Freeplay is an EA game and therefore EA should take responsibility or contact their technical support team with firemonkeysEA may not have access to firemonkeys tools but EA should have access to the firemonkeys employees that were hired to handle technical support for the EA game Final Business Response / [redacted] (4000, 9, 2016/03/08) */ Hello ***, Thank you for updating us with our customers concerns As advised in our first contact we are unable to assist the customer and can only ask that she speak with the Firemonkey Team directly as we are unable to view any of her account information, nor do we have any tools to assist her We do apologize for any frustration this may cause Thank you ***, EA Customer Relations

Initial Business Response / [redacted] (1000, 8, 2016/03/24) */ Hello Revdex.com, Thank you for passing [redacted] our customers concerns to us I have reached out to the customer and advised of the conditions in open PVP warzones as to what is considered as harassment and what isn't I have also offered the customer a call back to discuss any of his concerns and to answer any questions he may have Thank you ***, EA Customer Relations

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ To whom it concerns, Thank you for bringing this matter to our attention We are currently in a direct conversation with the customer and we are working towards a solution We will continue to resolve this matter him directly Best regards, [redacted] EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have communicated with Electronic Arts and I have opened the PortsThis has not corrected the issue Final Business Response / [redacted] (4000, 9, 2016/01/20) */ To whom it concerns, Thank you again for updating us on this issue We have an ongoing case with this customer in which we are attempting to resolve this matter through troubleshooting We have been asking the customer to provide us with an update as per the instructions we have provided but we have not received any response from him since January 14th If this matter is to be resolved, we would ask that the customer continue to engage with us in the case through which we have been communicating with him previously If the customer is not seeing our responses, we would ask him to verify that his email's spam filter is not affecting our communication Thank you, [redacted] EA Worldwide Customer Experience

We show no evidence of the account being compromised during the time of the ToS violationThe ban on the account will be upheld and we will not be able to revisit the matter Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ To whom it may concern, We have contacted this customer directly to advise that this game Plants vsZombies Garden Warfare is only an online game and requires an Xbox gold membership to play This is stated on the box and if this was not visible in the retailers due to the retailers lock box, then this will need to be addressed with the retailer directly As such we consider this matter closed Kind regards EA Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not address or compensate for my time...gas back and forth to this retailer...or the misleading practice of labeling thus item with a very tiny black boxI do not consider an apology adequate resolution Final Business Response / [redacted] (4000, 9, 2016/02/17) */ To whom it may concern, We will not be providing compensation for this issue as we have advised the customer that they will need to address this with their retailer As this has been addressed we now consider this matter closed Kind regards EA Customer Relations Final Consumer Response / [redacted] (4200, 11, 2016/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, the retailer did not design the teeny tiny box stating additional purchase neededSecond, I am quite certain EA is completely aware of these items being displayed in a lockbox as video games have been sold this way for a very long timeLastly, no retailer will accept a return for an opened video gameThe only option I have is to sell it for MUCH less than I paid for it, or to try to sell it on ebayBecause I feel the notice that additional purchase is required is very tiny and placed on the package where it is very easy to miss, I feel this complaint still rests with EAThe packaging is deceptiveThe game cannot be played after I purchased itI cannot get a refundI also wasted several hours attempting to install, play and troubleshoot this issueI am completely unsatisfiedI do not feel my complaint has been addressed AT ALLVERY unhappy with this company and their lack of regard for customer satisfaction

Initial Business Response / [redacted] (1000, 7, 2015/07/28) */ We have discussed the matter with the customer and the issues have been addressed while confirming they are able to contact us should they have any further questions or concerns Electronic Arts Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have contacted the player to resolve the issue - EA Worldwide Customer Experience

The player is welcome to contact our support at [redacted] if they are still having issues accessing their account

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Hi Revdex.com, Thank you for raising this to our attention I will get in touch with the user and look into this further Kind regards, [redacted] EA Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] of EA was more than helpfulDuring this holiday time he was able to escalate my case to the proper team in ea and they were able to see that I got hacked and which players were takenI logged on today to all of my players back and I am extremely happy and grateful for [redacted] s help