223 réponses à ce sujet

[Zhuril]

safrrr wrote...

Everything runs through the ea servers. If you lose your character stats, iits a server side cacheproblem. Call of duty has this problem all the time, jus send an email to bioware support and ask for a BW points refund. The credts cant be refunded because they.are auto generated and thus not stored because there are too many variables.

I sent them a ticket one week ago and they still haven't done anything about it.

[Lyrus]

I also get "wiped out" @ about 110 N7 Points. Javelin, Widow, Money (also the real one in the form of bought spectre packs) etc. etc....., all gone. I wrote to EA Support.

They "appreciated my concern about the game" and said, that "it may be a bug". No offense against the guy who wrote that, but are you kiddin' me EA?? My concern is, that all this is lost in cyberspace.. forever! Not that there "may be a bug"...I want my things back and I want to be sure, that this isn't gonna happen again!

Also: a note in the forum, how to prevent this problem isn't gonna help much. Maybe if u are willing to take the risk a second time. But I am not looking in the tech support forum, unless it is already happened!

The entry I mentioned is 8 days old, if I remember correctly, and I still don't see anything, not a word, that would calm my waves...

[BelgarionNL]

I don't get it why they don't interact with the community! we PAID for the freaking game!

Don't they understand that people get fed up with this ****! It's another motivation to pirate a game! you buy it so bugs gets fixed and you got customer support if you need it!

Its like buying a car and half way in the manufacturing they ship it and say! here is your car, BUT you have to mount the engine and tires yourself! because we don't give a crap and we want to swim in your money.

Modifié par BelgarionNL, 16 mars 2012 - 11:22 .

[TheGreatAshTree]

I'm glad that they keep offering new packs to people instead of restoring what a lot of people are missing. And by the time that they restore things, I'm betting that these promos will have passed. Thanks for that.

[Asaghon]

Packs your unable to buy, and when you somehow manage to buy it anyway, it disappears

[LordBobo]

I lost everything too. Origin support was zero help.

[Vryndal]

I had the same issue as all of the above, only I didn't spend any cash, only points made from multiplayer. It was a lot of time lost though. I lost so many weapons and mods and upgrades and a few characters.

[wildknight81]

there is currently a bug with pack purchasing for me3 multiplayer. this bug will deduct your purchasing currency but will not give you the pack.

this happened to me while not in a game lobby but at the starting multiplayer screen. i have lost 320 bioware points to this issue. and the official customer support chat line says there is nothing they can do, log is below. at this moment there isn't even an official response from bioware reguarding this problem. and as it happens with not only bioware points, but also in game currency, it is dangerous to spend your money to use their service.

i find it amazing this issue that basically steals our real world cash (for people who use bioware points) has not even been acknowledged officially by bioware or ea.

Chat Transcript


Siddhartha: Thanks for contacting EA Help! My name is Siddhartha how may I help you?
you: hi i purchased bioware points in mass effect 3 for pc about 5 minutes ago
you: the points arrived, but the initial purchase of a spectre pack that deducts automatically didn't
you: restarting the game did not make the spectre pack show up, but i no longer got the pending purchase failed message
Siddhartha: I am sorry but there is some temporary issue going on with this game and bio-ware is working on it, I would request you to wait for sometime.
you: so i made other purchased with the rest of my points, now however, on the last purchase of 1 final spectre pack, the last 160 points have been deducted but the game is now stuck at the please wait while we search for outstanding purchases
you: i am sorry, but your reply is not an acceptable one. i paid real money for these points, and now 360 of them are just gone
Siddhartha: I apologize for the inconvenience caused. But we can not do anything instantly.
you: ok, please direct me to who can, since this avenue of customer support is unable to assist me.
Siddhartha: Actually, this is a known issue and bio-ware is working on it. So, I would request you to wait for few hours.
you: can you please direct me to where this is stated as being a known issue? i have searched online extensively and have seen no record of bioware acknowledging something like this.
Siddhartha: Sure, please follow the link.
Siddhartha: https://help.ea.com/...t-3-multiplayer
you: i am sorry, but that is not the issue i am having at all
you: the issue i am having is with using biowarepoints to purchase packs in mass effect 3 and they are taking my points, but not giving me the packs
you: this is not happening while in a game lobby like the link you sent me says
Siddhartha: Please allow me a moment while I would check this.
Siddhartha: Thank you for waiting. I appreciate your patience.
Siddhartha: Bioware purchase is also a known issue, I have checked it with my supervisor and it would update on that page as well.
you: you mean on the page you linked me?
Siddhartha: Yes, actually, th is a new game and some gamers are facing the issue like missing items (purchased through bioware points) and bio-ware is working on it.
you: ok, so let me confirm. you cannot issue me the points that have been lost, correct?
Siddhartha: Yes, we can not issue any in-game points or items from here.
you: and can you direct me to a customer support line, web or phone based. that can?
Siddhartha: I can provide you the phone support number but you would get the same reply from them as well *****-***** is the phone support #.

(edit note, the emailing of the transcript came with a large amount of static, i have cleared the majority of it but some things like the phone number given to me are lost, as it replaced all numbers with "#"as well as putting "&#*****;" into the csm's replies after almost every single word)

you: is that phone support for bioware, or ea?
Siddhartha: I think Bio-ware and EA have the same support for this game.
you: ok. since you cannot help i will have to end this conversation. i am dissappointed that there is no path i can take to resolve my issue other than waiting for an official response when an official acknowledgement of the problem doesn't even exist yet.
Siddhartha: I am sorry to disappoint you but there is nothing we can do from here.
Siddhartha: Thank you for contacting EA. Is there anything else I can help you with today?
you: no, thank you for your time.
info: Your chat transcript will be sent to(omitted) at the end of your chat session.
Siddhartha: If you need help with anything else, please feel free to contact us anytime!
Siddhartha: Bye and take care!

[Mocchi]

I've seen a customer get refund for a half-eaten cheeseburger from Mcdonald's because he clearly ordered a hamburger. Movie theaters more than apologetic with cash refunds at the register for technical difficulties. The fact that we can't get one for our points is ridiculous, even as Bioware clearly acknowledged it's their fault. This is the kind of stance that enables the customer to force their hand; bad publicity through the entanglements of lawsuits.

[Zhuril]

Mocchi wrote...

I've seen a customer get refund for a half-eaten cheeseburger from Mcdonald's because he clearly ordered a hamburger. Movie theaters more than apologetic with cash refunds at the register for technical difficulties. The fact that we can't get one for our points is ridiculous, even as Bioware clearly acknowledged it's their fault. This is the kind of stance that enables the customer to force their hand; bad publicity through the entanglements of lawsuits.

I am a fishermen that works up in alaska, a company gave 3000 USD to a fisherman that was complaining that we read the scales wrong and recorded a lower weight then what they really had(BS btw). The company gave their customers the money without even checking the middle-man for clairfication about the problem, they just wanted to make sure their customers were happy and wouldn't go to other competitors over a "small" issue.

The tickets I sent into EA said they would refund my points within 2-3 days. though i've waited about one week now after my initial ticket. I can't believe how a multi-million dollar company is so hesitant to award a small amount of points for reimbursement for a bug caused by their game. Though i'm not sure how their logs work, but I understand having to make sure we're not getting more points then what we paid for, but seriously, this method takes forever, i'm almost done with ME3 multiplayer because of boredom XD.

(I STILL WANT MY SPECTRE ITEMS BACK! XD)

Modifié par Zhuril, 17 mars 2012 - 05:39 .

[EvolvedSungod]

BelgarionNL wrote...

I don't get it why they don't interact with the community! we PAID for the freaking game!

Don't they understand that people get fed up with this ****! It's another motivation to pirate a game! you buy it so bugs gets fixed and you got customer support if you need it!

Its like buying a car and half way in the manufacturing they ship it and say! here is your car, BUT you have to mount the engine and tires yourself! because we don't give a crap and we want to swim in your money.

Exactly... Then they go supporting SOPA and things like that...

[EvolvedSungod]

Zhuril wrote...

safrrr wrote...

Everything runs through the ea servers. If you lose your character stats, iits a server side cacheproblem. Call of duty has this problem all the time, jus send an email to bioware support and ask for a BW points refund. The credts cant be refunded because they.are auto generated and thus not stored because there are too many variables.

I sent them a ticket one week ago and they still haven't done anything about it.

I lost more in BW points than I spent on the game, including the price of the DLC...

[Dununcan]

Purchasing the packs in mass effect 3 everything went ok. but when i reloaded the game later the same day i found all the items, equipment, mods, weapons,characters that had come in those packs were now gone/locked. I spent 5k of bioware points and the best the people at EA can do is send me an email telling me to come here to the mass effect forums. I want either my equipment,points or preferably my money back so i can go spend it on another game so i can forget about this mess

Thank you for contacting Electronic Arts.

Firstly, I appreciate your interest in Mass Effect 3. I assure you my support regarding the issue.

Having reviewed your case, I confirm that this is an in-game issue. Any issue pertaining to the in-game aspect of the game is looked after by the Development Team. We are specialized in offering assistance in matters related to Billing, Technical support and account queries.

Please visit forum - http://social.biowar.../1/subindex/102

If you have any further questions or concerns please reply to this email or visit our extensive knowledge base online at https://help.ea.com

[Nickle]

Blizzard would at least have regular updates about something like this.

[Texaboose]

Side note: Having been in contact with EA support 3 times now (related to a different issue, not this one), I can say getting them to CALL you instead of email or chat produced way results.
For the people who have waiting a week+, I advise calling them, quoting your previous service request number (if you received one) and talking one-on-one with support. It's fast too.

I'm in the US, so not sure if this is related.

[Zhuril]

Nickle wrote...

Blizzard would at least have regular updates about something like this.

Blizzard has a much better setup for their game, not only that, the closest problems they have are relating to WoW. And they are aware that they can make mistakes in code and create bugs that annoy customers. So they have deticated and experienced teams to help them. They also give some room for mistakes on both sides and are willing to make up for those mistakes. Out of the two times I have had my account compromised, they were able to completely restore everything within two hours, including one perma-ban.

EA seems like their typical customer support reps don't have the authority to grant points, or even the ability to look deeply into the matter. Otherwise the problem would be completely obvious(logs show I bought X, and obtained Y. But current state shows I have neither) and with that evidence, it's likely they should be able to reimburse our BW points at that point in time. When I asked if they could reimburse my bioware points at the time of notice since the problem was obvious, and they denied me saying "it's against our policy."

This really hurts EA(and Bioware) when their support staff can't even do seemingy basic things. I spent 30 minutes trying to tell EA that I was missing the Bioware points, and they thought my ME3 game wasn't activated on my account (thus I couldn't play). Out of the three times I contacted them, they all thought the same thing. I looked over my initial question and I can't possibly see how they could have gotten "My ME3 is not activated on my account" out of "I lost BW points because a bug in ME3"

Their system is so screwed up. They said themselves that they can't put in a hotfix quickly. Otherwise(I hope) they could have easily hotfixed the store's wiping problem instead of waiting one week to do it. I'm also completely shocked they didn't out a news update in game warning the players of the bug. I was one of the unfortunately players to get wiped before they sent the e-mail. And my friend got wiped after they sent the e-mail but he doesn't check it daily.

And since their normal customer support can't handle this themselves, and they took one week to patch the problem. they just created one hell of a workload for their staff that now has to "diligantly research" each account to see how many points they lost and reimburse them.

They need to completely rework their support team and policies imo.

[jamiedp88]

Same problem...

So can we get our bioware points reimbursed or what? And a little compensation for all the credits and downtime should be given too. I dont even care if the entire playing world gets a reimbursement (boost).

Bioware/EA need to fix this and compensate paying customers just like any other company would have to.

[Zhuril]

jamiedp88 wrote...

Same problem...

So can we get our bioware points reimbursed or what? And a little compensation for all the credits and downtime should be given too. I dont even care if the entire playing world gets a reimbursement (boost).

Bioware/EA need to fix this and compensate paying customers just like any other company would have to.

Submit a ticket, see what you can get out of them

[Madeline Lightning]

They didn't give me anything at all. Sorry can't help, take to Bioware. This is horrible and I love this game but at the same time it just totally sucks with the bugs and the 100s of dollars I lost for nothing. I mean I can't even enjoy multi with just one other friend in gold, but that's despite the points. I lost so much and they posted a everything fixed message friday but it's not, and it's become worse.

[Achwyn]

Funny note, I played again with a class that wasn't bugged and I unlocked a class I had lost. They had the same level and skill points as when I lost him. Some information is still in attached to our accounts, at least.

[CsAtlantis]

Add me to the club too.............at least I didn't use BW points

[Zhuril]

Here's my third attempt with EA support.

Names removed because I respect my own, and other's privacy.

[Support]: Thanks for contacting EA Help! My name is [Support] how may I help you?

you: Yeah, I contacted customer support twice about this past issue, but it's been about 9 days now.

[Support]: May I please have your first and last name to update our database? 

you: [Zhuril]

[Support]: [Zhuril],please tell me the issue

you: On the 9th I contacted your support because I lose Bioware points due to a
bug within the game Mass Effect 3. I wanted a reimbursement for the
lost BW points and they said it would take 2-3 days. [I] waited a week
then contacted them again, they said again, to wait 2-3 days. now it's
been 2-3 days.

you: And I still haven't seen an e-mail regarding anything to my problem.

[Support] [Zhuril], I apologize for the delay,but the senior tam might take some more time than 2-3 days for the complete investigation

you: It's been 9 days

[Support]: I can understand that ,I sincerely appologize for the delay but the actual time may be 10-12 days sometimes

you: Why wasn't I told it would take that long the last two times I contacted you?

you: Or are you just lieing to me again?

you: I can't possiby comprehend how difficult it is to see 1600 points vanished with no reward on my part

[Support]: No I am not telling the lie,the case might take some more time in many cases

you: "many cases"? then you should tell customers to wait more then 2-3 days

you: Having to contact you guys a third time is incredibally aggrivating

you: Only to be told "sorry, wait longer."

[Support]: I apologize for the wrong information given by previous advisor,but they told you the quickest time

you: Customers don't want the "quickest time." We want the correct time.

you: She said "Maximum of 2-3 days."

[Support]: [Zhuril],I sincerely apologize for the inconvenience

I ended the chat because I can't stand EA's crap anymore.

Editted to make reading it easier.

Modifié par Zhuril, 18 mars 2012 - 03:21 .

[HeeroMaki]

This is the last bioware game im buying thats for sure.

[Chaos Machine]

Add me to the list, lost 20k credits on a vet pack

[Zhuril]

Chaos Machine wrote...

Add me to the list, lost 20k credits on a vet pack

Wrong forum man, This is for people who has had a full profile reset. There's other forums for store purchases not successfully going through but still not giving you your merchendise.