8 réponses à ce sujet

[ComputermasterCK]

This happened about two weeks ago. Just now occured to me that posting it here might get some results. 

Last night I got bored with all my other games and decided "Hey, I'll start a new Mass Effect 2 game since I haven't played Arrival yet and I need to start tailoring a character for ME3 import." I fire up ME2 to be greeted with the "The following DLCs could not be authenticated" bull****. I figure it's just because I haven't played in so long maybe I have to reactivate. I sign in with my account and I'm greeted with "You must purchase Cerberus Network to gain access." At this point I'm like, "**** what"? 
I then go to check my BioWare DLC page:

Okay, it's all here. Since it's midnight at this point I just say **** it and do other ****. Today I start contacting EA support. First guy I get is nice and creates another account for me and activates the base Cerberus Network DLC (none of my other stuff). Okay, that's nice, but I want the other DLC I paid for. I run through 2 other guys who don't know what the **** they're doing. Then I get to the 4th guy. Here's where the **** hits the fan. He says he's going to merge my old account with the new one. In the middle of the merge, he hangs up on me. Having that feeling in my gut, I go to log in to the old account (the one with all my DLC). That lousy ****headed mother****er DELETED my account with all my DLC on it. I run through 4 more people before finally deciding, "**** this!"
So I snoop around and find the ME2 DLC activator and use it on my DLC.
ESTIMATED DLC VALUE:BioWare Points 80 = $1.00 USD
Arrival = 560Aegis Pack = 160 Firepower Pack = 160Shadow Broker = 800Overlord = 560Kasumi = 560Alt. Appearance 1 = 160Terminus = $5 (on eBay)Umbra Visor = FreeRecon Hood = FreeSentry Interface = Free Incisor Rifle = $5 (Collector's or Digital Deluxe Edition Required)Collector's Armor = $5 (Collector's or Digital Deluxe Edition Required)Cerberus Network Content = 1200
Total BW Points: 4160 = $52Total Cash Items: $15
TOTAL COST OF ALL DLC: $67
EA RIPPED ME OUT OF $67!

Here's a chat log from the last support session:
you: Please tell me you can help me, I've been through about 8 people already and they've only made the problem worse
Anurag: I sincerely apologize for the inconvenience caused.you: Here is what's going onAnurag: Please tell me your sisue
Anurag: Issue*
you: I tried to play Mass Effect 2 this morning, but it wouldn't authenticate my DLCyou: Any of ityou: Int he process of trying to get it fixed, one agent managed to actually delete the account with all of my DLC on it.you: Now all I have left is the base Cerberus Network
Anurag: May i know what error message you are getting?
you: It says "The following DLC cannot be authenticated, please sign in with the account used to purchase it" and then lists all of my DLC
Anurag: Please provide me your email addressyou: I still have a screenshot from the account they deleted, proving that I do indeed own all the DLC
you: It's OLDACCOUNT
you: Here is the screenshot showing ownership of DLC: DLC
Anurag: I would need some time to investigate this, please stay connected.you: I shallAnurag: I am sorry but i am not being able to see screen shot.you: DLC
you: That oneAnurag: I am sorry but it still noyou: is there an email I can send it to? That's my only proofAnurag: I am sorry but your email; address is not seaerchable
you: Because that other guy DELETED the account when he was trying to merge it or whatever
you: he merged it into NEWACCOUNT if that's any help
Anurag: I will let you know that account can not be merge at all.you: that's what i get sent to when i try to sign in with the gmail address
you: You know what, forget it. You obviously aren't going to help me, so I'm just going to use this nice little crack I found to activate all my DLCs. I've already paid for them so you shouldn't even care. And just to be nice, I won't download Genesis or the 2nd Appearance Pack since I never bought them. I'll at least be nice about it.
you: You can tell EA they've lost a customer for lifeyou: I won't even be buying Mass Effect 3 because of this bull.
you: I've been through 8 people, I can't believe it took me this long to figure out that EA doesn't care about people who've already paid them money.
you: Not even going to try to convince me eh?you: Wow, not even going to be the one to disconnect?
you: EA trains their service reps so well.
**** you, EA.

In addition, I sent an email to the CEO of EA, John Riccitiello.

Mr. Riccitiello, normally when I email the CEO of a large gaming company it is for one of two reasons; to praise them for the good work they've done or to inform them of the horrible treatment I have received as a customer. Unfortunately, in this case, it is the latter.
Last night I attempted to play Mass Effect 2, only to find that some of the game content would not activate. It was listed as present on BioWare's page, so I contacted EA support in order to get it fixed. Unfortunately things did not end well. The first person I spoke to was quite helpful. He created a new account for me and activated some of the content I owned on it. I appreciate his effort but he did not activate all the content I was entitled to. Over the next few hours I spoke to many other customer support reps, one of which hung up on me after DELETING the account all my content was under.
I went through a few more people in an attempt to fix it, but eventually gave up as I was getting nowhere. The dollar value of all the content I lost was approximately $52 (since one rep activated the Cerberus Network, valued at $15, I took it off the grand total of $67 lost when my account was deleted). This is completely unsatisfactory. Unless restitution can be made, I will not be purchasing any game developed or published by EA ever again, and few dozen of my friends have told me they will not either. 
I have made a post on a forum I frequent which is not nearly as kindly worded as this email. If you wish to read it, you may find it here: http://www.facepunch...threads/1136993 or you may view this in case guest viewing is disabled: http://i.imgur.com/gwS8l.png
If you have taken the time to read this, I appreciate it. If you haven't, then that just shows how much EA really cares about its customers.

Also, the reason I thought to post this was I got a message from BioWare on BSN, only problem is they messaged the account that (I thought) was deleted. If they can message it, surely they could get it fixed back, right?

Modifié par ComputermasterCK, 18 novembre 2011 - 04:02 .

[FFinfinity1]

EA has always been about money and drawing in customers. Bioware are the only ones who care about what customers/fans think.

[Bogsnot1]

Unfortunately, posting here wont help, as these forums are not official support in any way, and its manned by volunteers

All I can suggest is send a PM to Chris Priestly, and perhaps EA_AgentX.

[Fredvdp]

I just wanted to suggest the same thing. In case of emergency talk to Priestly.

In that chat log it looks like you give up before the guy has a chance to look at what went wrong. These people have to do support on multiple games so you won't talk to a Mass Effect specialist. I agree that EA customer support is poor, but I've learned form experience that if I'm patient enough they can eventually fix my problem. I have dealt with enough stupid people in my life to be immune to frustration.

Modifié par Fredvdp, 18 novembre 2011 - 03:47 .

[Baramon]

The best thing to do is take a deep breath and (unfortunately) start over again. I know it's frustrating, but EA support's "help" is definitely hit or miss. If you can somehow start with a new representative and explain what you're trying to do (I'd say hold off on complaining at a new one that it's the billionth time you've gone through it; it only frustrates them right off the bat) and that you need help. Actually, I've found it's more helpful if you act like you don't know a whole lot and only feed them little tidbits when they suggest trying something. If you start ranting that 5 other people have tried, they shut down and get defensive -- it's human nature.

I know it's not easy, but being persistent is a whole lot more effective than complaining about what a poor job the other 12 guys have done. They just don't care really and it won't help the process. Trust me, I know. I've gone through them half a dozen times and through one-, two-, and three-tier help...just keep trying, is all I can suggest.

Odds are, eventually, you'll get one that can fix it.

[Computrmaster]

Ok, I don't know if it was BioWare sending me an invite to SW:TOR, me posting on the forums, or just a random bug, but all of a sudden, my old account (this one) is able to be logged into again.

I still have a slight problem though. Now Mass Effect 2 will authenticate all of my DLC except for the stuff that comes in the Cerberus Network package (Zaeed, Firewalker, Normandy Site, etc).

Hopefully nexy week when EA support is back at work I can get that fixed. I'm still not sure I'll be buying ME3 after this though.

Also, you can't see it due to timestamps, but it took that guy about 10 minutes to respond to me any time I said something. Since there's no timestamps, that's why it looks like I didn't give him a chance to respond.

[ShinsFortress]

FFinfinity1 wrote...
Bioware are the only ones who care about what customers/fans think.

Not anymore.  I am sure some of their guys who still actually play games or gave a crap about things back in the BG/NMN days, care.  But it seems the senior management sold out (and literally!) some time ago.  The official support *shake head* is EA, ERGO.....

Modifié par ShinsFortress, 19 novembre 2011 - 07:25 .

[Karbardin]

I'm also having a problem with DLC, so annoying.

And yet, if I want to buy some of the new and upcoming releases, I'm supposed to put my faith in them and jump on the "Origin" bandwagon.

[Moondoggie]

Let's not have this turn into an EA ****fest that stuff is getting old and boring. The OP is unfortunate that they encountered an incompetant set of "tech support" guys unfortunately they happens a lot and not just with EA support. While companies will hire anyone who can read from a chart of responses for cheap labour we will always have useless tech support guys.

This isn't about EA or them "selling out" or whatever other crap people want to use to point fingers because they are always moaning about mainstream companies because that's the cool thing to do even though they buy all the games anyway.

In short. Blame these minimum wage morons straight out of high school that go work in a tech support office and do more damage than good. And maybe the lazy management who hires these people without checking if they know anything about computers and giving them the bare minimum of training.