459 réponses à ce sujet

[Sceptrum]

Teimoli7 wrote...

i don't expect us to get anything refunded at this point. i'm a full time QA and it shouldn't take longer than a week to fix something as urgent as this. if this happened to my company we'd be there 12-16hrs a day until it was resolved and here we don't even get a damned comment. if this was any other kind of product there would be lawsuits. do like swarm242 and just dispute the charges, because the chances of getting anything back before a new non-bugged game comes out is extremely unlikely

Video games industry is not like other businesses it seems. It seems people are far more forgiving in some cases when it comes to video games.

I won't dispute the charges to my credit card for the BW points I spent, and that's because I don't want to lose my other Origin games.

[hanasu]

Hopefully we get some sort of response soonish.

[MC Kebab]

hanasu wrote...

Hopefully we get some sort of response soonish.

I've been telling myself this for almost 2 weeks now, though all we've gotten is "Dun worri gaise, the bug is fix'd!" Yet no answer wether it's safe to continue playing or not. I'd be fine playing as an embarrasingly bad highly ranked player, as the game itself is fun enough without über unlocks, though i'd hate to doom my previous hard-earned credits and super-fun-tiem items from ever returning back.

Stuff is hard enough to gain with this unecessary "booster card" store.

Modifié par MC Kebab, 21 mars 2012 - 12:18 .

[kane3977]

Chris Priestly wrote...


For those players who have lost items to this point, we are working on helping you. We will have more information for you soon.

Could you define soon? It's going on 2 weeks since some people lost stuff any nobody is communicating with us letting us know what's going on. Even if it was just to say, hey...we're working on it and it's tougher than we'd thought it would be to fix. Or we can't restore you guys but maybe we can figure out a way to make it right. It's a lot better than being ignored.

I just had a customer service rep just disconnect from chat without saying anything when he couldn't answer my question. How rude is that? This whole debacle hasn't made me very anxious to be a Bioware customer in the future.

[Kesslan]

They've come a long way from the "you'll have your stuff back in 24-48hrs" line I got week and a half ago.

Or you know.. not.

[Cirrusstrafe]

I opted out of playing w/ my friends for over a week now because of this, and had I actually just played with them I would probably have gained all my stuff back twice over, and I was in deep with N7 and golds.

[Hintswen]

funny how they say it's fixed then my account gets reset.

[Devizzek]

I just had a chat with EA live support, not really helpful but they guy (or girl lol) said that they will be refunding all lost stuff in about 2-3 days. Guess we will see soon if this is true.

/sigh I would expect those customer support guys to at least have fast typing skills. Seriously I can write about 100 words per minute and it is so annyoing waiting there for FEW MINUTES to just get a one line long answer...

Sourabh:
Thanks for contacting EA Help! My name is Sourabh how may I help you?
Sourabh:
May I please have your first and last name to update our database?
you:
Yes, of course. My name is xxxxxx.
you:
Recently, 1 or 2 weeks ago shall we say I bought 4,000 BioWare points in your store. I spent most of them on Mass Effect 3 Multiplayer DLC content - mainly gear. After that, I played one or two multiplayer matches and all my MP equipment just simply vanished. On top of that, not only the gear that I bought with real money vanished. I also lost ALL my previous unlockables that I managed to obtain by playing the game. Rough estmiate is about million credits or so. Now, why do I contact you and what do I expect in the first place. Well, it would be great if I could get either in-game credits refund or BioWare points refund. If I won't get any of these, I am afraid I will be forced to contanct my bank and cancel the transaction because it is a lot of real money we are talking about here. I decided to contact your support because while back there was a discussion thread created on Mass Effect 3 officiall forums. Another customer there said that he contancted live origin support and that all BioWare points were refunded to him, along with something extra as an compensan for all his frustration involved. Thanks in advance for your help, hope you can clear this up because at this moment I am far from being a statisfied customer of yours.
Sourabh:
Hello xxxxxxx
you:
I can give you all essential information needed for refund, including the order numbers.

5 minutes passed....

you: Sorry to intrrupt your answer, but typing a message takes you a bit of time. Are you still there?

Another 5 minutes passed...

Sourabh:
xxxxxx , I do understand this . But we can not provide refund for bio ware points that you purchased. The purchase done is full and final
you:
All right then, care to explain why you treat your customers differently?
you:
I would expect any professional comapny to treat its customer on equal basis.
you:
I would ignore this if real money was not involved.
you:
But I spent over 50 euro in your shop, bought game content.
you:
And lost ALL OF IT.
you:
And you are claiming that YOU CANT REFUND IT?
you:
I will be contancting my bank soon I am afraid, because this is just not right.

3 minutes passed...

you:
You still there or?
you:
Am I talking to myself.
you:
Hello?
you:
Nice live chat customer support you have there. Highest level of quality I see.

4 minutes passed...

Sourabh:
Please try to understand this Pawel as we can not provide refund for points purchased.
you:
All right but you said same thing as before and still did not answer my question.
you:
Please scroll your screen and read again what I asked.
you:
Also, it would be nice if you typed a bit faster. Thanks.

3 minutes passed...

you:
Umm, hello?
Sourabh:
Yes
Sourabh:
Due to the nature of the issue, I’ll need to forward the matter for further review. One of our Senior Support staff members will review the matter and get back to you, via e-mail, within 24-48 hours. Meanwhile, we thank you for your continued patience.
Sourabh: I was told by Mass Effect 3 development team that you should be getting your full refund in about 2-3 days. Please wait for fix from their side and if after said time you will still have same problem, contact our support again.

you:
All right then, thank you for your time I guess.
you:
No, there is nothing you can further assist me with
you:
Have a nice day.
Sourabh:
Thank you for contacting EA. Is there anything else I can help you with today?
you:
/eternal face palm Can you read or you have problems with that as well? I would expect you to be able to write and read at least. Scroll bro, won't bother to write it again.

Ended chat right here, ffs.


I will schedule a call back now, for whatever its worth. I'll tell you if I was given any refund after talking via phone to their representative...

[Devizzek]

"Sorry, there are no advisors available at this time. Please try again later." Bah, nice, this is just hilarious. ^^ I am indeed "LEVELING UP MY CUSTOMER SUPPORT EXPERIENCE". I would say that I am rather downgrading. :S I won't let this matter drop, they stole (don't know how else I can call this) my money. I would ignore it if only in-game credits were involved... I will be trying to schedule a call in few hours or so.

Modifié par Devizzek, 21 mars 2012 - 11:41 .

[Dot.Shadow]

WHY are they using such useless support? I've dealt with them before. They do not understand the issue, nor do they seem to speak English. At least I got more than I asked for last time. The guy probably just panicked and started throwing things at me.

[aequitaz]

Still wish we would hear something from Bioware concerning how and when they intend to restore our accounts.

[II Jus I Buu II]

Devizzek wrote...

"Sorry, there are no advisors available at this time. Please try again later." Bah, nice, this is just hilarious. ^^ I am indeed "LEVELING UP MY CUSTOMER SUPPORT EXPERIENCE". I would say that I am rather downgrading. :S I won't let this matter drop, they stole (don't know how else I can call this) my money. I would ignore it if only in-game credits were involved... I will be trying to schedule a call in few hours or so.

At this point, I'd consider it stealing aswell. I've been waiting since the release date and I'm yet to get refunded, or at the very least informed of what's going on. Talked to Microsoft before, EA customer support, and posted on the forums. What else do I have to do to get an answer? Start a boycott rally infront of Bioware's office? This is just ridiculous and after all this none sense, I doubt I'll buy another Bioware game no matter how good it looks...

[Dangerfoot]

Sorry guys, nerfing player damage takes priority over giving you back the money their game stole from you.

[Meltemph]

After 2 weeks this is the response I get about me essentially donating money to EA. I just got a response and they said nothing about reimbursement. I literally have to call my CC company now and contest this. There is only 1 way to describe this situation, incompetence. If you can't get a fix in a appropriate amount of time, you don't tell them "working on the problem" you refund them, not tell them there is an IOU for you.

Anywho based on the response I got, dont expect a refund without contesting the charges:

Thank you for contacting Electronic Arts.

I apologize that you are experiencing lost or re-locked items with the Mass Effect 3 multiplayer mode. Please know that the studio is working diligently to resolve this issue, and while we currently don’t have a fix, we anticipate one is not far off. For now, we will be closing this case, but we will be holding on to the reference number in the event it is needed for the resolution of this issue.

For further information, please keep an eye on the following forum thread: http://social.biowar...-9685812-1.html

Should you require further assistance about this or any Electronic Arts game in the future, please visit our web site and review our extensive Self Help Knowledge base https://help.ea.com/.

Sincerely,
Rob F.
Customer Support
Electronic Arts

[II Jus I Buu II]

So basically, "Hey, we're working on the problem, but we'll hold onto your money just to make sure."

[eyepuppy]

This is rubbish!

Modifié par eyepuppy, 28 mars 2012 - 09:20 .

[Averille]

So I haven't been bitten by this exact bug, but I did just lose some creds due to an unexpected host drop in the lobby RIGHT as I purchased a pack. The live chat guy just hung up on me!

You are now ready to chat with Vinay.
Vinay:
Thanks for contacting EA Help! My name is Vinay how may I help you?
you:
hello
Vinay:
Hello
you:
i just purchased a spectre pack in ME3 multiplayer with credits while in a game lobby
you:
then the host dropped as my purchase went thru
you:
and i have no items or credits from it now
The chat session has ended. Please contact us again if you need further help.

[swarm242]

More high quality support from EA SUPPORTZ

[Averille]

Well the second guy I got was cool but ultimately told me to post here on the BioWare forums...So, issue unresolved, yay! lol

[Seldon2639]

It's not really fair to call it "fixed" insofar as all Bioware did was make it impossible for it to happen again. They didn't fix the fact that it already happened to people.

With Bioware saying literally nothing about when (or if) we'll get our points back, or how they'll deal with people who have unlocked things in the meantime, and EA saying "we can't do anything because Bioware is working on it", the only thing that seems to be left is to do a chargeback. That's really unfortunate, since I'd much rather just have my points and credits back.

What would be really unfortunate (aside from if they don't fix it at all) is if they just did a mass "everyone gets X in recompense" kind of thing. If they did that, it would mean that the people actually paying money for things get pretty royally hosed.

[Wolfbane98]

Figured I would start filling out an imaginary survey regarding my time with the multiplayer side of the game. I thought it'd be fun since I like surveys (even I don't know why), and kills some time while I'm stuck like everyone else waiting for Bioware to bother to respond. This is simply meant to be a lighthearted attempt at humour, and should in no way be construed as reflecting the opinions of this network or any persons living or dead.

On a scale of 1 to 5, 1 being Very Dissatisfied and 5 being Very Satisfied please fill out the following. (N/A for Not Applicable)

Overall, how have you enjoyed the multiplayer aspects of Mass Effect 3? 4
Do you feel that the provided difficulty levels are suitably challenging? 5
Are you satisfied with the current selection of firearms and characters available to unlock in multiplayer? 4

Have you purchased any of the available packs from the ME3 storefront? Yes
Was the ME3 storefront clean and well organized? 5
How would you describe your opinion of the selection and pricing of items available for purchase? 3 (4 with the improved Veteran Packs)

Did you encounter any problems in playing multiplayer? Yes.
When first reporting about the issue(s), did a Bioware employee greet you promptly? 4
Was the employee courteous and knowledgeable about the problem? 5
Was he/she able to resolve the underlying issue in a reasonable amount of time? 3
If there were any additional problems, have they been resolved to your satisfaction? 2

In light of your overall experiences, would you recommend future Bioware games to friends or family? 3

[medusa99]

This issue hasn't been fixed - I have been having this problem for the past two days where I can't purchase anything in the store and I lose credits.

[Eulogy444]

Wolfbane98 wrote...

Figured I would start filling out an imaginary survey regarding my time with the multiplayer side of the game. I thought it'd be fun since I like surveys (even I don't know why), and kills some time while I'm stuck like everyone else waiting for Bioware to bother to respond. This is simply meant to be a lighthearted attempt at humour, and should in no way be construed as reflecting the opinions of this network or any persons living or dead.

On a scale of 1 to 5, 1 being Very Dissatisfied and 5 being Very Satisfied please fill out the following. (N/A for Not Applicable)

Overall, how have you enjoyed the multiplayer aspects of Mass Effect 3? 4
Do you feel that the provided difficulty levels are suitably challenging? 5
Are you satisfied with the current selection of firearms and characters available to unlock in multiplayer? 4

Have you purchased any of the available packs from the ME3 storefront? Yes
Was the ME3 storefront clean and well organized? 5
How would you describe your opinion of the selection and pricing of items available for purchase? 3 (4 with the improved Veteran Packs)

Did you encounter any problems in playing multiplayer? Yes.
When first reporting about the issue(s), did a Bioware employee greet you promptly? 4
Was the employee courteous and knowledgeable about the problem? 5
Was he/she able to resolve the underlying issue in a reasonable amount of time? 3
If there were any additional problems, have they been resolved to your satisfaction? 2

In light of your overall experiences, would you recommend future Bioware games to friends or family? 3

WTF... Was the point of that post??? ^^^^

Modifié par Eulogy444, 21 mars 2012 - 09:27 .

[Wolfbane98]

Eulogy444 wrote...

WTF... Was the point of that post??? ^^^^

*sigh* if you'd actually read the opening, there clearly wasn't one outside of killing some time.  Thanks though.

[Teimoli7]

was i the only one that saw the Bioware post about it being fixed before the event was over so we could participate before they edited it and took it out? this is just getting ridiculous anymore...