25 réponses à ce sujet

[Dynasty516]

I figured it would be easier to just lay this out because customer support have made my situation complicated and im looking to get it sorted out.

My first question to support
--------------------------------------------------------------------------
I recently tried to add Bioware points on the website to buy 3 of the
DLCs. I was trying to purchase 1600 points and then 400 points. But then
i was using paypal and was on the last part of confirming the order on
paypal's website. Then it said you were not a trusted source, so i didnt
not proceed with the purchase. Then i tried again and marked you as a
trusted source, only to be brought to a differnet website saying there
was a connect problem with your site. When i returned to paypal it had
taken $43.46 out of my account, and when i checked your site i still had
0 points.
I would like to be refunded for the second purchase of 1600 points.
----------------------------------------------------------------------------

Vincent's response
-----------------------------------------------------------------------------
Thank you for taking the time to contact us regarding your Mass
Effect 2 purchase. It is always a pleasure to assist our customers in
any way that we can.

I regret any inconvenience. I've gone ahead and reimbursed 1600 BioWare Points to you.
--------------------------------------------------------------------------------

He added 1600 points to my account but never refunded my second purchase, which I never wanted to buy but a connection issued caused.



So i try to contact support again telling them that I need a refund for the second purchase and Greg tells me
---------------------------------------------------------------------------------
Thank you for contacting back to us here at Electronic Arts.

I am sorry all the Battlefunds purchase is final and non-refundable, you can not get refund for the item you purchase.
---------------------------------------------------------------------------------



So i make a third attempt to explain my situation because they seem to not understand my question.
---------------------------------------------------------------------------------
On Jan 28, 2011 I was purchasing Bioeware points to buy Mass Effect 2
DLC's when i problem with your site occurred. I tried to purchase one
1600 point package from your site using paypal. I was completing the
purchase when firefox warned me the connection to your site was
untrusted and i closed out of the tab and i didnt not receive any
points. Then i thought there must be an error and tried to complete the
purchase again and I received the same warning. Instead I went ahead and
trusted the connection and it brought me to a site saying connection to
your site could not be made. Later I checked my paypal and EA had
charged me twice for 1600 point packages when i only intended of buying
one.

I contacted your company and explained the situation,
I was told I would receive a refund for the purchase. I waited a day and
saw the second 1600 points had been removed from my Bioware account but
I never received a refund to paypal.

Because the points were
taken away but I never received the money I contacted your support
again, the first person was unable to help me but i was forwarded to
their superior. Then i was emailed saying EA purchases are final(Which
it seems like they arent because the first customer support was able to
try and do it). So im just looking to get this situation straighten out
and I have attached a picture of my paypal account history to show EA
charging me twice but not receiving a refund.
-------------------------------------------------------------------------------------


This is the response I get from Praddy
--------------------------------------------------------------------------------------
I am sorry to know that you haven't received the BioWare Points
in your game account. I apologize for any inconvenience caused to you
thus far.

I have checked your account details and verified your
claim. I have gone ahead and added 1600 BioWare Points to your game
account. I would request you to login to your game account and confirm
the same.
-------------------------------------------------------------------------------------

Even though Praddy said I would receive the points(Which I dont want) they are still not in my account. I just want for Bioware to keep their 1600 points and give me back my $21.73.

Modifié par Dynasty516, 03 février 2011 - 11:48 .

[migrained]

you see, it will be very hard for you to refund that 21.73 dollars. Since PayPal is a third party company. My advise is just to receive the 1600 points.

[Dynasty516]

I would but I only play Mass Effect 2 and I bought all the DLC's I wanted.

[London]

Figured I'd paste this here:



This same thing happened to me. I wanted to buy Mass Effect DLC, so I tried to add BioWare points from the link on the ME2 website.



I got an error message at the end of the transaction, so I tried again. I was charged $80, but received no BioWare points.



I just got off with LiveChat. They offered to give me 1600 X 4 Bioware points. I told them I wanted 1600 Bioware points and a $60 refund. They said under no circumstances would I be able to get a refund, only Bioware points, and no managers are available.



I told them my alternative was to report EA to my bank for Fraud. I received a $60 within 5 minutes.



* * *



Try live chat. They will claim you cannot get a refund, but they'll change their tune if their glitchy website charged you money for a product you never wanted.

[KiraTsukasa]

I tried to get 1600 Bioware Points last night. Paypal went through fine, the money is gone from my account, and I have 0 points still. I got on live chat and explained my situation and he told me that I bought the points today and I had to wait 24 hours. I told him he was wrong and I bought them yesterday and he said "I'm sorry for your inconvenience" and disconnected me from chat.



If anyone from Bioware is reading this, please, please, PLEASE find a publisher other than EA. They suck in more ways than just this.

[Dynasty516]

Thanks Sebastian, telling them I'd just go through paypal got their attention. At least the 4th time I contacted support Cody was able to help me with my problem and finally give me a refund.

[Apeleutheros]

I've been trying to buy 400 points for a few days but at the end of my transaction (after I say "paynow") I get a warning that my server is unable to connect to the site. I tried multiple times hitting the try again button, troubleshooting my connection, even dropping my firewall, but nothing. When I checked my email I saw that paypal sent me a receipt saying I made several payments (one for each attempt). SO I thought okay well lets see if I got my points... Nope.



Well at first I was mad thinking I got screwed but checking my bank account I did not see that there were any past or pending payments through paypal though I got an email receipt from paypal.



So far it looks like I'm not out any money but it's still annoying. I want to buy the new appearance pack but I am unable to purchase the points to do it. Whats the problem?

[Rosium]

Same thing here, emailed supports, no reply, did your error message look like this?

This webpage is not available.



The webpage at https://masseffect2....CFjNoSRIU=might be temporarily down or it may have moved permanently to a new web address.

Here are some suggestions:

Reload this web page later.

[Apeleutheros]

Rosium wrote...

Same thing here, emailed supports, no reply, did your error message look like this?
This webpage is not available.

The webpage at https://masseffect2....CFjNoSRIU=might be temporarily down or it may have moved permanently to a new web address.
Here are some suggestions:
Reload this web page later.

Yea exactly. I'm scared to keep trying and then have five payments suddenly go through (although I doubt that will happen), lol

[Apeleutheros]

Yeah I just tried again using IE and it didn't work either.

This is crap... I seriously have to open a ticket for this? <_<

Modifié par Apeleutheros, 15 février 2011 - 02:19 .

[Apeleutheros]

Wow great. All four of my attempts are showing up in my bank account now... and I have 0 points for it. I only wanted 400 points... grrrr!

[Apeleutheros]

Well I contacted support via chat and was able to get some kind of help. I explained my situation and that there was an error message when attempting to "pay now".

I made 4 attempts total but I only wanted 1 purchase. At first they wanted me to take the 1600 points but I explained I am just not able to afford it. I only want to buy the appearance pack and for that even 400 points is superfluous.

Anyways I was able to get them to give me the 400 points, but I am now waiting for an email from someone further up the chain to get a refund on the other 3 purchase that were due to the site's error.

I didn't get nasty and I hope I won't have to. If it were in someway my fault I might accept it, but it was not in any way. I'll keep posted as to what happens.

Modifié par Apeleutheros, 15 février 2011 - 03:49 .

[Dipsomaniac]

Huh. I'm having the exact same problem. I've sent emails to customer support AND opened a dispute at paypal and so far they have not responded in any way.



What kind of crappy support is that?

[Shichika]

I got a 404 on 2 different transactions for 1600 BioWare points whenever it came to the Receipt page straight after paying for the points via PayPal. Nothing happened when I tried to reload the page. When I looked at my PayPal account, the money for the two transactions have already been subtracted from my account, yet I still have 0 BioWare points. When I looked at my transaction history, there's apparently THREE of the same transaction, instead of two, and they're all pending.

What the hell is going wrong here? I just want to grab the damned DLCs and play my Mass Effect 2 with all of the extras in it that I want. Is that really too much to ask?

Edit: The live assistance chat people fixed my problem after I gave them the details. It was pretty fast too. URL is ( http://support.ea.co...ivechat_landing ) for those needing it.

Modifié par Shichika, 17 février 2011 - 08:12 .

[McBegbie]

I've had the same problem, went on to live chat and I swear it was like dealing with an automated response machine. Can't refund the money but will credit the points. It's been escalated apparently.

[Apeleutheros]

Update.



Like I said in my previous post I went to the EA site. I did not fill out an email ticket but I connected through live support chat and was given my 400 points I originally wanted, but I guess the guy I talked to lacked the authority to refund my money for the 3 other purchases I made on accident. He told me I would get an email response from someone higher up.



Well, yesterday I got the email from EA and I also received a refund receipt from paypal for all 3 of the accidental purchases. So everything is golden.



My suggestion is to just go to live support chat, explain the situation very clearly (and try not to be a jerk).



Stand your ground if they won't offer a refund. It's an error on their site so they have to make it right.



I didn't have to flex on them or anything, I just was kind and yet firm and it worked. Plus I got a support guy who wasn't a jerk (His name was Miguel and he was pleasant to deal with)



If you get a support guy who is not being cooperative let them know you will have no choice but to file a claim with either your bank or with paypal. If they still don't cooperate then follow through with the claim and post all the emails and chat conversations online (I'm fairly confident they don't want that kind of publicity.)



Anyways, I have no complaint aside from the error itself. They fixed the problem for me. So I'm pretty confident that my former advice is adequate and the latter won't be necessary.



Grace and Peace

[LadyCass]

>The webpage at
https://masseffect2....MfqJ/CFjNoSRIU=

>https://masseffect2....checkout/order/

>bioware.comlockbox-ui

Isn't there supposed to be a "/" between com and lockbox-ui there? Is this what is causing the problem, an incorrectly typed link? I have also come across this problem, though I haven't tried it again since I received the Paypal notification. Since it doesn't go to the incorrectly typed link, you never get your money. At least this doesn't seem like a very difficult thing to edit.

Fix it?

[rhwerkman]

Hi,

Got the same problem here.
contacted live chat, the dude said this:
I really apologize, and I would like to inform you that the tools are currently down and due to which I could not investigate and check any information provided by you.

gonna have to try again after 4 to 5 hours...great

[Dreamlaw]

They gave me the same response Rhwerkman. But I got Simon far enough to say he'll fix it right away when the tools are back up and thanked me for my patience. I`m not buying it so I`m gonna try again to contact them.
Did anyone else get a faint feeling as if you were talking to a auto-response bot?

Update: Third attempt, Andy has solved the problem. My advice is to just keep contacting the life support til it is fixed

Modifié par Dreamlaw, 01 mars 2011 - 11:58 .

[EA_Isledyr]

Thanks for the feedback,

The issue causing this error should now be resolved. If you continue to experience an issue, please post again with the error details.

-Issy-

[Grishnack125]

Hi,

So I kinda have the same kind of problem:
I bought 1600 bwpoints with paypal on 28.2 which they charged but never I received the points.
Now that I'm trying to log in to the live support, it gives me and error on the password AND username (Invalid/Incorrect). Is it down or something?
I've created the EA account back in 2009 and can log into it but the live support gives me an error.
Any other options to solve this?

[McBegbie]

Well further to my earlier post I've now had a refund on the unwanted purchases and been credited with the points I wanted

[Malthazar]

Hmmm I get your problem, you don't want any more points because you've already downloaded everything you wanted. Though there were some rumors about a new DLC coming out for ME2; Arrivals (or something near that). This has not been confirmed but somebody saw it pop up in their Trophees list on the PS3.

So I suggest you keep the points untill some new DLC shows up =)

[rhwerkman]

yep, it's fixed

[Pyrokenetics]

Whoa, thank you all so very much.I was in the same situation and so I sent a refund email to ea via their support site and was told I could not receive any type or refund, I was about $71 deep as I had been trying for a while to buy points on various occasions. Then I went to the live chat after seeing this page and simply explained my predicament and was refunded within minutes.