1368 réponses à ce sujet

[Asaghon]

Seriously, this is getting rediculous.

[Oni2784]

I've spoken with reps from EA and XBL.
All involved parties are saying essentially the same thing
"Our hands are tied, it's up to 'them' to fix. Wish I could help you but I can't"

There are gaps in the system which no one involved in the business venture wants to deal with. Very telling when it comes to the value they place on our goodwill let alone satisfaction.
Mass Effect 3 is the last product of EA/Bioware's that I will pay for and once my subscription to XBL comes up for renewal, I'll be sure to remove my billing info.

[Oni2784]

bigal1542 wrote...

swarm242 wrote...

bigal1542 wrote...

I am interested in the chargeback... What is it? Anyone care to give a short explanation?

If you used a credit card to buy bioware points and then got ripped off by this bug you can contact your bank or credit union that issued the card and explain to them what happened.  They are usually able to get your money back.

This is seriously one of the ****tiest customer experiences I have ever had.  I mean I had heard things about EA before, but just figured it was angry game nerds being angry game nerds.  This has really been something else. Sad to see their policies tarnish a good name like Bioware. 

Sounds good.  I might be doing this.  Do you get just the extra cash back, or for the game too?  I might give Bioware a few more days to see if they can do something, and if not I will do this.

Thanks for the info.

I'll be contacting Mastercard tomorrow and explaining the situation to request a refund.  They can then route/transfer the expense to EA/Bioware or XBL; it's out of my hands so  there's nothing I can do about it at  that point.

[TrojanGuy]

BeeHoon wrote...

Diablo III - 15 May 12 .... WOOOHOOO

Because we all know giving money to Activision is MUCH better than giving it to EA, right?

[Cth4242]

It should be interesting to see how they fix the Commendation Award pack for the OP Raptor.. it might give some insight into how things may progress from this point forward.

Meaning, if they can't fix it, then it's not good news for those of us who got hit by our bug. It'd also mean that it's likely open game when it comes to glitches. If they can't detect item cheaters then when exploits are found in the future, more will take advantage of them. It'd pretty much mean a collapse of multiplayer. Would they even consider a reset if things got that bad?

I have no doubt they can fix the bug that caused the exploit, but like I said, it'll be interesting to see if they can identify and correct the accounts that exploited the system. I'm starting to wonder if this is the problem (the whole data collection server side, etc stuff)

And if it is, they really are screwed.

[Cirrusstrafe]

So right now we have had:

1) Full profile reset, losing everything, often large amounts of time and lots of real world money - no word for three weeks, no sign of a fix or restore.

2) Credit/purchase/level rollbacks, people can lose up to an entire day's progress depending on the rollback - No acknowledgement yet, no signs of a fix or restore.

3) Negative stat points after a promote, causing inability to put stat points into a class after promotion - No acknowledgement yet, no signs of a fix or restore.

4) Commendation/Victory packs not showing up for Goliath weekend despite having had tracking on and completing several Silver+ Reaper runs - Acknowledged, told it would eventually come.

In each of those four we have a loss of player time, effort, and/or real world money (which BW/EA gets).

Then you have this, the one major MP bug that actually gives people stuff instead of wipes out man hours and money:

5) Commendation/Victory packs for Raptor weekend being reissued, thought to occur by innocuously creating new savegames in singleplayer after reimbursing packs - Immediate shut down of pack distribution, possible rollback/ban of people who got extra packs, told to wait.

So let me get this straight... any negative-to-users situation that comes from poor data integrity and client-server code is either left in the dark (and hopefully worked on in the shadows) or acknowledged and then subsequently left in the dark but the situation that is beneficial to users is immediately locked down and becomes a priority rush job because some people might get more stuff than intended.

It makes sense. After all, getting a bunch of extra packs may cut BW/EA out of real money purchases that may get rolled back or reset while ya'll keep the money and don't say anything about what's going on with the reimbursement for months (or if ever). I mean, it's definitely a much larger problem that cutting off people who may or may not have ever given money to BW/EA for packs would suddenly stop because they got a bunch of freebies from a broken system than reimbursing or helping the people that already gave you their money and had it effectively stolen back from the same broken system.

I just... words fail me.

[Startkabel]

You reached the point where you can rename this topic to "general complaining".

It does not help to list all the issues you have seen in a topic about 1 issue.

Also you are just being too serious when you are buying digital stuff for real money. Other games (like COD) also have had reset bugs etc. So you know what the risk is.

[BeeHoon]

GOOOOOOOOOOOOOOOOOOOOOOOOOOD JOB!
50 Pages of complains and no fix yet.
28 Days since the BUG started.
Wander how many players got "cheated" of their BW points and credits.

[X M3TH0D1C4L X]

Cirrusstrafe wrote...
So let me get this straight... any negative-to-users situation that comes from poor data integrity and client-server code is either left in the dark (and hopefully worked on in the shadows) or acknowledged and then subsequently left in the dark but the situation that is beneficial to users is immediately locked down and becomes a priority rush job because some people might get more stuff than intended.

It makes sense. After all, getting a bunch of extra packs may cut BW/EA out of real money purchases that may get rolled back or reset while ya'll keep the money and don't say anything about what's going on with the reimbursement for months (or if ever). I mean, it's definitely a much larger problem that cutting off people who may or may not have ever given money to BW/EA for packs would suddenly stop because they got a bunch of freebies from a broken system than reimbursing or helping the people that already gave you their money and had it effectively stolen back from the same broken system.

I just... words fail me.

I have to agree with this completely. When people "cheat" for credits, those individuals immediately get banned and Bioware tries to patch the cheat/glitch right away. On the other hand, we can't do anything when Bioware fails to fix a major problem like this after one month, and cheats us out of our real money/credits.

And yet after one months time, still no news on progress for when this will be fixed. But they have a lot of time to update us on weekend bull****. I think they are just taking this issue to their advantage.

[Startkabel]

Just a matter of priorities.

[TheGreatAshTree]

I just contacted support for the 8th time or so. Each time, I've been told that my ticket was escalated to tier 3 support (wow, that sounds official), and to expect to be contacted within 3 days, though sometimes they said 5. Just now, the advice I was given for a nearly month-old ticket was to wait, be patient, and consult the forums. When I asked to speak with someone who could help, or possibly even directly to this mythical tier 3 support, I was shot down and again was told that the issue would be resolved "soon." I asked them to define "soon" and was told "more then (sic) 5 days." So, there you have it, this issue will be resolved in more than 5 days. This bit of an update was brought to you by the quality tech support at EA.

[Gevo]

Still waiting for resolution of my 800 bioware points?
I assume if I charge back I will lose my origin account, so I should charge back all my origin purchases? (bf3, me3, all DLCs and other games?)

Seems like it would be easy for the EA CSR to just give me the 800 points again so I can get on and be happy.

Modifié par Gevo, 05 avril 2012 - 05:32 .

[Raging Nug]

And this is why EA have been voted worst company in America.
*slow clap processor*

[Edrahil17]

Contacted support again, been told to wait another 7-10 days. (account wipe out - just in case someone missed the original point of this topic )

[bigal1542]

Edrahil17 wrote...

Contacted support again, been told to wait another 7-10 days. (account wipe out - just in case someone missed the original point of this topic )

So did they hint that something is going to happen in that 7-10 day range?

[Edrahil17]

bigal1542 wrote...

Edrahil17 wrote...

Contacted support again, been told to wait another 7-10 days. (account wipe out - just in case someone missed the original point of this topic )

So did they hint that something is going to happen in that 7-10 day range?

Well, what do You think? 
But I don't want to kill all Your hopes, so, maybe, something will happen and they will actually solve it in the next week.

[Hikki]

****** poor support, I am baffled as to how horrendous this company is.

You are now ready to chat with Arun.
you: hi
Arun: Thanks for contacting EA Help! My name is Arun how may I help you?
Arun: Hello ******
you: i would like to get the money back for the bioware points that i spent
you: i've been affected by the character glitch a few weeks ago, and there is no help in sight
you: (the one where you lose all your progress, even the items you bought with bioware points)
you: i've paid with paypal on the 9th of march, 3,49 EUR for the first transaction, and 10th march, 3,49 EUR for the second transaction
you: i can also supply the paypal transaction ID if that makes it any faster
Arun: If I understand you correctly you have lost the bioware [points.
you: yep
Arun: May I have the email id ?
you: **********
Arun: Thank you
Arun: May I know how many points you have lost?
you: it should be 1600 for both purchases together
you: 800 each if i remember correctly
Arun: Thank you
Arun:
Would you mind holding for a couple of minutes while I fetch the relevant information?
you: sure
Arun: Thank you
Arun: Thorsten Please note that you have purchased
Arun: ME3 Veteran Pack
2012-03-09 23:33 GMT 80

ME3 Spectre Pack
2012-03-09 23:34 GMT 160

ME3 Veteran Pack
2012-03-09 23:33 GMT 80

ME3_PRC_400_Points_PURCHASED
2012-03-09 23:33 GMT 400

ME3 Veteran Pack
2012-03-09 23:34 GMT 80

ME3 Veteran Pack
2012-03-09 18:11 GMT 80

ME3 Veteran Pack
2012-03-09 18:11 GMT 80

ME3_PRC_400_Points_PURCHASED
2012-03-09 18:10 GMT 400

ME3 Spectre Pack
2012-03-09 18:11 GMT 160

ME3 Veteran Pack
2012-03-09 18:10 GMT 80
you: that seems correct, but as it's been almost a month i can hardly remember what exactly
you: i am curious though.. you have that information, can you not just restore my entire credits ingame fthat i got since i started playing this game?
you: since currently i have absolutely nothing to use and my character is rendered useless, which is the reason i have not played this game since the server glitch
Arun: You have purchased those items and they cannot be refunded.
you: what about the bioware points used to purchase the packs?
Arun: I have only this purchase history.
you: yeah, that was correct
you: it was 2x 400 points, not 800 - as i said i could hardly remember
you: (it was the cheapest available option)
you: if that can be returned it's fine, i'll just quit the game and be happy with the restored money
Arun: I am sorry, but I have only this purchase history with me that I have provided you.
you: yeah that's okay
you: can your estore the two purchases?
Arun: I’m afraid; I didn’t quite understand your last message. Please elaborate?

you: if you could restore the money for the two purchases i made with bioware points. meaning, i'd like to get the 2x 3,49 EUR back on my paypal account
you: since my character is rendered useless by a well known (and IGNORED by YOUR company) server glitch
Arun: I am sorry,I May not be able to refund it.
you: then who can?
you: i would like to speak to one of your supervisors
you: is that possible?
Arun: Please note that I can only pull out the purchase history that I have provided you, and I am unable to see any purchase history other than this.
you: i am aware of that - that purchase history was correct. but since you are not able to restore my money ( (probably not allowed to) i want to speak to your supervisor
Arun: Which money you are asking to restore?
you: ME3_PRC_400_Points_PURCHASED 2012-03-09 23:33 GMT 400
you: ME3_PRC_400_Points_PURCHASED 2012-03-09 18:10 GMT 400
Arun: You have purchased it and we do not refund any purchased items
you: why not? i lost my items because your server bugged my account
you: do you not understand this?
you: i want to speak to your supervisor, NOW if that's possible.
you: if not, tell me a simple no and i will charge back the money on paypal for the bioware points and the game.
you: by the way, it seems like a blatant lie that you do not restore these credits. your official forum has listed many postings from people who DID get a refund after being affected by the glitch.
Arun: Okay

Arun: I may refund you for one purchase.
you: i'm sorry but i don't see the reason why not both will be refunded
you: you may forget that i am still unable to play this game which i paid FOURTY, 40, euro for because the bug is just not getting fixed. i think i DESERVE a refund for both purchases
Arun: We have the refund policy that we can refund only one in case of duplicate purchase.
you: those were two separate purchases, they were made intentionally, i don't see why they are duplicated?
Arun: Then we have no refund policy.
Arun: If you need help with anything else, please feel free to contact us anytime!
you: then you don't? ... well i guess i do not need to know the reason
you: you can restore one of the purchases now
you: and to your last question, i would like to know if there will be a status update on this glitch. people on the forums have been asking a lot and there has been no official statement on the situation
Arun: If they both are different purchases, I may not be able to provide you the refund.
you: you can refund either purchase then, since they have the same amount
Arun: I am sorry according to our policy we can not provide you any monitory refund for the purchase made.
you: omg.. you keep contradicting yourself. do you care to explain?
Arun: If you wish, I will provide you link for our Term of Service.
you: no thank you, i will file a fraud request on paypal and get the money back either way.

They have all the information required to restore / reset my account, but they don't. How pathetic can a company even get? They **** over their customers and steal their money, they blatantly lie to their customer and they are too lazy/ignorant to post official status updates.

Tell me about why you should not just pirate the game and save the money instead.

[Eidelweiss]

That is actually rather damning.

[bigal1542]

I don't think I will ever again purchase from what used to be my favorite dev... Really heartbreaking for me...

[Lyrical Menace]

Bioware = Scammers

[Eidelweiss]

It would be nice to get an update about this. I really do want to know that you guys are genuinely working on this, because this long silence really does give the impression that you're hoping that we'll forget about it because a fix came out.

A simple, "Hey guy's we're reading your concerns, and we're doing X about it atm." would suffice tbh.

[RavenousCake]

They have a MP DLC coming out and are refusing to give me my money or items back?

[Vet223]

Scylla Costa wrote...

Hi all,

Wanted to give an update about the fix for the exploit.
We have a fix for the issue but it needs lots of testing. We will grant
the Commendation Pack for Operation Raptor next week after the fix goes
live.

Wow.  Just wow.  There are absolutely zero excuses about "that's a different team" for this one.  This involves the server-client relationship and checks for packs, and systematically awarding those who deserve something (or more conservatively, just anyone who can type, letting us know we aren't forgotten).

The larger population that only had to deal with a minor inconvenience about something that cannot be purchased not only got an update, but specific information and a timeline.  And these updates come what, just hours from eachother and this [small, insignificant] bug is just days old?

The smaller population however, while under significant distress, and while arguably a fraud victim pre-redress, hasn't received an update since "For those players who have lost items to this point, we are working on helping you. We will have more information for you soon" which was 21 DAYS AGO.  I was going to wait until it's been a month to start complaining again, but then the other issue went and seemed like it couldn't even wait 21 hours without an update.

For the record I'm a victim of both bugs (and another N7 weapon would mean more to me than for most, considering I still only have 2 weapons that aren't level 1 starters), and it's not as if I'm saying the Raptor fix should be not worked on for one second until we get compensated... but the lack of perspective here is jarring.  Kowtowing to those with illegitimate complaints (who whine enough to make a re-locked player physically ill), ignoring those hit hardest.

Modifié par Vet223, 06 avril 2012 - 07:01 .

[CALIxBIRDY]

i just want my stupid packs i upgraded my 2 favorite, and strongest classes for this. and why cheat there is no achevments or anything for multiplaer. so quit being dip s**** and play right like the rest of us

[Vet223]

Physically ill.