1378 réponses à ce sujet

[Awesomesaur]

TheyCallMePro wrote...

I talked to Customer support on origin and they had this to say:
on the issue...
"I understand how disappointing it is. Some of the customers have reported this issue. Our developers are aware of it and are working for a resolution. We appreciate your patience while the issue is being looked into."
what to expect...
"Please wait for few days after the issue is over you will get to know about the bioware points."

i had a similar response on mine aswell

" I apologize for the inconvenience
caused. I can understand how disappointing it is. Some of the
customers have reported this issue. Our developers are aware of it and
are working for a resolution. We appreciate your patience while the
issue is being looked into"

after that the rep just stopped talking. kind of expected me to accept this, and in no way do i blame them. they have no way of knowing whats really going on, they are just the response team. but by the looks of the two responses it appears they have a standard  "condolence/understanding" response followed by a "we are taking action" response and ended with "thanks for the patience" quote. it makes it seem less critical

[honoraryorange]

So Support tells us to come here and we'll receive support from the devs.. yet none of them even speak up here? Maybe its time for some credit card chargebacks.

[xxxGrieverxxx]

Just played 6 games of Silver, and went to the store to purchase Spectre Packs, as soon as the store opened i lost all 180K. This is bull****, plus to top it off yesterday i tried to buy 2 Equipment Packs, and got 2 Recruit Packs instead. What the hell is wrong with this system. Now i can't even get back onto the EA servers. I better get my credits refunded after losing 3 hrs for nothing....

[retsmot]

this is exactly what happened to me few days back. i thought quiting the game and reentering would fix it, but lost some credits instead. would be bad if the person lost bioware points for sure. please look into this, bioware. and give us TEXT CHAT!

[Acyl]

digitalsolecism wrote...

So Support tells us to come here and we'll receive support from the devs.. yet none of them even speak up here? Maybe its time for some credit card chargebacks.

According to people who've tried, initiating a chargeback or similar action results in your account being banned entirely. I can't personally confirm this, but that's what folks are saying on the forums. I suppose they could be trolling, but what if they're not?

As an aside - while in some cases, pack contents do seem to show up later even though there was no popup, I'm pretty sure I've had credits just poof on me without any outcome. I'm pretty sure because I had all my stuff wiped due to the earlier bug. It's kinda easy to tell you haven't gotten anything new when you hardly have anything at all.

Modifié par Acyl, 19 mars 2012 - 11:33 .

[MograthX]

Lost another 160 BW Points to this bug, Support can't do anything - on their end the purchases show up as correct, because the points are removed, but the server never hands you the pack.

Talked to Customer Support again. This is what I got:

------------
Sahil: Thank you for the information 
Sahil: Please note that there is a known issue going on and  most people are facing the error 
Sahil: And our team is working on it 
Sahil: You would get it back veru soon 
Sahil: Thank you for contacting EA. Is there anything else I can help you with today?
you: Is this guaranteed? Because up to this points I lost 320 BW Points and
about 120k Credits to this bug. At least getting back the BW Points
would be good.
you: It's my money after all.
Sahil: Yes 
Sahil: You would get them back very soon
------------

Let's hope they don't lie to us just to make us feel comfortable. Otherwise this is going to get ugly.

Modifié par MograthX, 19 mars 2012 - 11:58 .

[valleyman88]

I'm experiencing this bug right now. When attempting to purchase an unlock pack, I get the failed to process error. I also cannot connect to any game and starting one up myself results in a network error.

I know that logging out and back in will result in losing the credits I just earned, but I've already lost over 180k to this bug yesterday. Together with the crap unlocks I get when the store does work (no more useless shotguns plz), this is causing me serious grief.

[Pandaman102]

Acyl wrote...
According to people who've tried, initiating a chargeback or similar action results in your account being banned entirely. I can't personally confirm this, but that's what folks are saying on the forums. I suppose they could be trolling, but what if they're not?

It's likely they're not trolling. It's a fairly common policy among digital retailers/online services to ban customers for forcibly taking money back without going through their customer support. It's not pleasant, but an understandable policy to prevent people from grabbing a few hundred dollars worth of products/services and then retroactively not pay for it.

Modifié par Pandaman102, 19 mars 2012 - 04:07 .

[accessd]

So they haven't fixed this yet? *Sadface*

I got the following reply from customer support yesterday (quick as well):

 
Hello 
*************** .

Thank you for writing to Electronic Arts.

We genuinely appreciate your interest in Mass Effect 3 and apologize for inconvenience you have experienced. Let us inform you that the issue which you have raised is already known to us. This is a known issue and our technical team is working on this issue. Also we advise you to prevent this from happening again by following the two steps below:

1.Avoiding going into the Store while 'Ready' for a multiplayer match. It's best to un-ready yourself before you go to the store.

2.Not accepting invites while in the store/purchasing

Regarding lost/relocked items – we cannot restore lost items at this time. This is part of what Bioware is working out, and updates to the situation can be gained from Bioware Social Network web site.

Please get assured about this issue that it is going to get solved very soon. We would appreciate your patience regarding the same.

We at Electronic Arts, assign pivotal importance to offer exceptional service to our customers and believe in exploring all the possibilities in doing so. However, we apologize for having disappointed you unintentionally. Your affiliation is valued by EA and requests it in the future. To know more about our online assistance, please visit: http://help.ea.com/

Regards,
***************
Electronic Arts - World Wide Customer Experience

[UndefinedM]

so basically they're giving you the finger if you spent bioware points and you lost them or are they gonna restore them in the future?

[Pandaman102]

accessd wrote...

So they haven't fixed this yet? *Sadface*

I got the following reply from customer support yesterday (quick as well):

 
Hello 
*************** .

Thank you for writing to Electronic Arts.

We genuinely appreciate your interest in Mass Effect 3 and apologize for inconvenience you have experienced. Let us inform you that the issue which you have raised is already known to us. This is a known issue and our technical team is working on this issue. Also we advise you to prevent this from happening again by following the two steps below:

1.Avoiding going into the Store while 'Ready' for a multiplayer match. It's best to un-ready yourself before you go to the store.

2.Not accepting invites while in the store/purchasing

Regarding lost/relocked items – we cannot restore lost items at this time. This is part of what Bioware is working out, and updates to the situation can be gained from Bioware Social Network web site.

Please get assured about this issue that it is going to get solved very soon. We would appreciate your patience regarding the same.

We at Electronic Arts, assign pivotal importance to offer exceptional service to our customers and believe in exploring all the possibilities in doing so. However, we apologize for having disappointed you unintentionally. Your affiliation is valued by EA and requests it in the future. To know more about our online assistance, please visit: http://help.ea.com/

Regards,
***************
Electronic Arts - World Wide Customer Experience

Is it just me or is that the cookie-cutter reply to "kits relocking" bug rather than the "your store is eating my credits/Bioware points" bug? Being in he store while ready and/or being invited has nothing to do with this particular bug...

[XTR3M3]

this is a defective product. Are they going to refund all of us who lost credits? probably not. just more fake sympathy with no benefit. This is not the only thing that doesn't work right. I can't create a game when I couldn't find a map/area I needed to improve the readiness of and my search parameters are completely ignored thus invalidating which equipment buffs I put on my weapons. You don't fight the reapers with the same buffs you fight the Geth with.

At this point I am praying that the Gibbed ME3 editor will have a feature where you can modify your galatic readiness modifier from the multiplayer side so we never have to deal with the multiplayer again for those of us who would never use it without it being tied to the galatic readiness.......yes I know with the crappy game ending that galatic readiness doesn't matter but I like to have my stuff up and I just pretend I get an ending as good as ME1 and ME2.

Modifié par XTR3M3, 19 mars 2012 - 04:59 .

[tatteballos]

This just happened to me while buying a Spectre Pack. The error kept appearing so I restarted the game, only to find out that I was missing 60k credits and there was nothing "New" under my Character tab. But after looking around a bit I found that I had actually recieved a Quarian Engineer which I didn't have before. So to all you who claim you lost your credits, chances are that you actually recieved what you paid for in a highly confusing way.

[SpeedyAssassin3D]

Happened to me as well & I lost 160 Bioware points. Totally disgusting this is Bioware !

[Mezzlock]

Yep, just lost my 3rd or so spectre pack. Somehow losing connection to the servers when I'm trying to shop.. Can't even join a new game until I've restarted the game or my router.. One of the packs even showed as I came back online, but I didn't actually recieve anything from it.

[Ughjorbagan]

I just lost 160 BW points Are the servers overloaded? Because it seems that even the connecting times take longer...

[TheyCallMePro]

accessd wrote...

...

1.Avoiding going into the Store while 'Ready' for a multiplayer match. It's best to un-ready yourself before you go to the store.

...

I thought it was impossible to buy anything in the store if you are readied up? Funny thing is the only time I've had the issue is when Im not even in the match/group and try to buy one.

Modifié par TheyCallMePro, 19 mars 2012 - 07:25 .

[accessd]

The BIG question is:
If the store is broken - why don't close it until the problem is fixed?

[Sesca5]

This happened to me as well. I lost a ton of points.

[Brain Slug 7]

I hope this helps someone...
http://social.biowar.../index/10276426

Modifié par Brain Slug 7, 19 mars 2012 - 11:28 .

[SeanBahamut]

I've lost 20K quite a few times (on different occasions), but twice I actually got new characters even though the error had occured (Krogan & Taurian)

[D330]

UndefinedM wrote...

so basically they're giving you the finger if you spent bioware points and you lost them or are they gonna restore them in the future?

basically they ARE giving you the finger if you spent bioware points and are rolling in the money spent like the greedy sons they are...

[Mortden]

Lost 60k :/

[D12AK0]

I've now lost a total of 480,000 Credits (8 Spectre Packs) and 640 BW Points (4 Spectre Packs).

This morning around 2am EST or so it stopped happening and hasn't happened to me yet ever since...

[TheyCallMePro]

D12AK0 wrote...

I've now lost a total of 480,000 Credits (8 Spectre Packs) and 640 BW Points (4 Spectre Packs).

This morning around 2am EST or so it stopped happening and hasn't happened to me yet ever since...

Why don't you stop purchasing them by now? lol

I stopped after I lost the first, I can maybe understand the second. Especially when your talking about BW points. Just hold them until they fix it... whenever that is