459 réponses à ce sujet

[Dr Bob UK]

Devizzek wrote...

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...

You totally owned that support person!!

[swarm242]

Teimoli7 wrote...

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...

Nope I remember it too because it was like 3 posts down from the one I made saying "I look forward to losing the items from this event!".  Then he posted saying the fix was on it's way.  

Idk my bank has already got my money back, so I look at it as a lesson learned.  Don't buy bioware points.

[aequitaz]

The post was about not loosing any more items. It did not say, that those who already had lost items will get them/credits back for the weekend. The post said it would be fixed soon though - the post was in the original Goliath weekend thread and afaik it was not deleted, just the whole thread was replaced by the reward thread.

[Dr Bob UK]

By this point, I would rather have a refund than a rollback.

[Meltemph]

Dr Bob UK wrote...

By this point, I would rather have a refund than a rollback.

[Teimoli7]

aequitaz wrote...

The post was about not loosing any more items. It did not say, that those who already had lost items will get them/credits back for the weekend. The post said it would be fixed soon though - the post was in the original Goliath weekend thread and afaik it was not deleted, just the whole thread was replaced by the reward thread.

no.. the original post before it was modified (right when the event was announced) said that we would have our stuff back before the event was over so that we could get participate in some brute killing as well

[reikento]

seems like delaying tactics maybe they hope we forget we lost money on this...

[pogi1100]

Ashish:
Thanks for contacting EA Help! My name is Ashish how may I help you?
Ashish:
Hi Adriel
you:
Hello.
you:
I have an issue with BW points that I have lost due to a known bug in Mass Effect 3 Multiplayer.
you:
I spent 800 points and I lost them a few days ago due to this.
you:
I was wondering if I could just get the points back and get a move on.
you:
The order number for this is XXXXXXXXXXXXXX
Ashish:
Could you please more elaborate?
you:
Well there is a known bug for the game that makes us lose our points
you:
I could send you a link for this
you:
http://social.biowar...3/index/9685812
you:
I've lost $10 USD due to this
Ashish:
So you lost the points automatically?
you:
I spent them then this bug came up and reset everything I had unlocked.
Ashish:
Could you please provide me your email id?
you:
XXXXXXXX@hotmail.com
Ashish:
How many points did you loose?
you:
I lost 800 points
Ashish:
Thank you!
Ashish:
Could you please provide me the last four digit of the credit card for the account?
you:
XXXX
Ashish:
Thank you!
Ashish:
Please be informed that you already received 800 points in your account so no need to worry.
you:
Thanks very much for this.
you:
I appreciate it.
Ashish:
Thank you for contacting EA. Is there anything else I can help you with today?
you:
Nope, thank you and have a great day.
Ashish:
If you need help with anything else, please feel free to contact us anytime!
Ashish:
Bye and take care!
you:
You too.
you:
Oh are you still there?
Ashish:
Yes
you:
Are you sure you have refunded me? It still says 0 BioWare points.
Ashish:
I would love to assist you but it shows 800 points in your account, in this case please wait for some time.
Ashish:
If the issue remain same please feel free to contact us again.
you:
Okay I will do that, thanks.
Ashish:
Here is the chat id: XXXXXXX
you:
Okay, thank you
Ashish:
Thank you for contacting EA. Is there anything else I can help you with today?
you:
Nope, I will contact you if I have any issues.
Chat session has ended.

Guy was pretty nice and gave me my lost points back. However, I have yet to receive re-imbursement for my lost in-game credits.

[Raging Nug]

pogi, I think he's saying that the transaction went through - you HAD the 800 points. I believe he thought you were complaining that the purchase had not been completed.

[Telonic]

anyway, are they going to give us our credits back as we've lost our time and it can be much more expensive then BW points? Have you got any concrete? Shall we still hope?

[AYCK-Xlive]

Lost at least 6 Spectre packs brought with Microsoft points. still no refund or packs returned....

Me sad.

[xOperator]

Well, apparently this fix doesnt work...

Just lost another 120 Bioware Points...

http://social.biowar...3044/1#10443394

So, thats $10.00 (US) worth of Bioware Points + 120 Actual biowarepoints


I bet, if enough of us file complaints with our credit card companies, our credit card companies might go hard against bioware.

Devizzek wrote...

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.

In the 5 EA live support chat sessions I had with bioware over 14 days ago have not 1 time, receive an email from their "Senior Support staff" The only thing I had was 5 days later, where all my Support casses status' were changed to Closed and I was given the standard worthless ea discount coupon  

Modifié par xOperator, 22 mars 2012 - 09:26 .

[xOperator]

dbl post

Modifié par xOperator, 22 mars 2012 - 09:26 .

[pogi1100]

Raging Nug wrote...

pogi, I think he's saying that the transaction went through - you HAD the 800 points. I believe he thought you were complaining that the purchase had not been completed.

No, I bought the 800 BioWare points on March 15 and spent them all on spectre packs then bug happened and all my stuff was gone. That is what I explained to him and then he re-imbursed me.

[xOperator]

wait, you got reimbursed your lost biowarepoints?

or was you given a refund?

[Divell]

I lost 33000 credits last night when I tried to buy one of those new premium veteran packs, first I got an error msg saying I could not buy it at the moment due to some error and I had to contact customer support if it continued. Later when I restarted my game my credits had vanished. I tried EA support, got a nice letter saying the problem was fixed and bioware was working on the lost items etc.

So I guess I just have to wait.

Modifié par Divell, 22 mars 2012 - 10:16 .

[aequitaz]

Divell wrote...

I lost 33000 credits last night when I tried to buy one of those new premium veteran packs, first I got an error msg saying I could not buy it at the moment due to some error and I had to contact customer support if it continued. Later when I restarted my game my credits had vanished. I tried EA support, got a nice letter saying the problem was fixed and bioware was working on the lost items etc.

So I guess I just have to wait.

Are you sure you didn't receive new items? Because there is a Bug which basically happens just how you described it but you still get the items. You just don't see the pack opening.

[pogi1100]

xOperator wrote...

wait, you got reimbursed your lost biowarepoints?

or was you given a refund?

Uh, not really sure what the difference between the two is, but yeah.

[Divell]

I didn't see any new items, there should at least be some sign right? I did think it was wird that just the 33000 disapered... perhaps it could be the bug? Can't help feeling robbed bug or no bug. Bioware will know right?

[Wolfbane98]

Divell wrote...

I didn't see any new items, there should at least be some sign right? I did think it was wird that just the 33000 disapered... perhaps it could be the bug? Can't help feeling robbed bug or no bug. Bioware will know right?

I've had this happen too, there won't be an indication if it's an upgrade to a weapon, weapon mod or character you've already unlocked, unfortunately.

[JGDD]

Just lost another 33K credits thanks to a broken store. Will not let me purchase anything - contact bleh blah if this persists > refunds credits > repeat > SIGH > exit game and restart > POOF! lost credits.

This is very annoying and I'm glad it's just credits and not REAL money getting stolen.

[xOperator]

pogi1100 wrote...

xOperator wrote...

wait, you got reimbursed your lost biowarepoints?

or was you given a refund?

Uh, not really sure what the difference between the two is, but yeah.

I meant refund, as in you was given your money back...

thanks for the news though, think i might try a 6th ea support chat

[NSGM]

For those of you who are wondering when you'll get your stuff back, I highly doubt that Bioware will be able to refund lost credits because of the nature of the credit system.

That said, if you spent real money on points and lost content unlocked with those points, I would tell Bioware this and inform them as to the amount of points lost through item loss. They should atleast be able to refund your points.

Maybe I'm wrong and they'll come out with a magical patch that restores items to anyone who has lost things via this bug, but I suspect that it will have to be done on an individual basis if at all.

[Kevikun]

You are now ready to chat with Rajan.
Rajan:
Thanks for contacting EA Help! My name is Rajan how may I help you?
you:
I'm contacting you and may need a supervisor on my issue.. I still have not received any refund or reimbursement for my lost items and have not played Mass Effect 3 since the whole incident over a week ago.. I spent a LOT of money on bioware points and either want a refund or reimbursement now.. Reimbursement meaning my bioware points back so I can repurchase all that I have lost. I don't want to wait to play any longer and I have missed that goliath event due to this situation and I am not happy about it.
you:
I've been waiting "soon" for long enough. I either am going to dispute this with my banks or get the refund in bioware points. The choice is yours or your superior. I'm sorry if I come off rude but I am VERY agitated ..Bought tons of bioware points and spent the money on the collector's edition expecting something special
you:
So far it has been sour.
Rajan:
Kevin I understand your concern. Please don't worry, I will try my best to help you out.
you:
I'd appreciate that.
Rajan:
Please give me just a moment while I look into this further.
Rajan:
I'm still looking into your issue. Thanks for your patience.
you:
Yep.
Rajan:
I apologize that you had to wait longer than expected. I appreciate your time and co-operation.
Rajan:
As I have checked this for you.
Rajan:
This is a known issue and our team is working on it.
Rajan:
As soon as it will fixed.
Rajan:
It will be updated in your account.
Rajan:
I am extremely sorry for the trouble.
you:
..What does that mean exactly..And how long is as soon as it is fixed?
you:
I've already waited over a week..and for the money I've spent.. I don't really want to wait any longer.
Rajan:
I can understand your anxiousness with this, had I been in your place I would have reacted in the same way.
Rajan:
Please allow us some more time to process this as this is something that requires some time.
you:
I've given you all over a week.. how much more time? And don't tell me "soon" . I want a date. If I don't get a date.. My banks will get me a date with my money being back in my pockets. I did not pay for something that could not be delivered. I paid for something to give myself a little boost with some items and characters to enjoy the multiplayer experience my way. Not to "please wait" and "soon". But for the now. I missed an event already as well as over a weeks worth of gameplay.
Rajan:
I apologize for this.
Rajan:
Is there anything else I can assist you with?
you:
That is all. This is upsetting. I really was hopeful and I have not been given a date as to when this fix will arrive so it's very unfortunate. So no info on the date when this will be handled?
Rajan:
I am extremely sorry as this handled by our concerned team only.
you:
concerned team?
Rajan:
The team which is working on this team.
you:
And they can not give you an expected date.. I'm sure it's not just me..
Rajan:
As this is something that might be resolved in a minute or a day.
Rajan:
I apologize for this.
you:
or a week..or a month..or a year..and I honestly can't wait another week.. I tried and did so patiently . There is no one else who can handle this or look into it any further?
Rajan:
This is the final resolution which I am providing you in this issue.
Rajan:
Please don't worry!
Rajan:
It will be soon.
Your chat session has ended.

Lol.. This support is really out of this world.. Or in a third world country.. (No offense to anyone). Yes, I could have played my Mass Effect 3 during the event and during the time but I was hoping by not they could restore it to the previous point played.. Doubt it though.. Lets see what Bioware can do for me and if that fails..To the banks! >.<

Edit: That final resolution is GREAT!  

Modifié par Kevikun, 23 mars 2012 - 03:18 .

[Wolfbane98]

Kevikun wrote...
Edit: That final resolution is GREAT!  

That's the problem with quite a few help desks, or call centres.  The reps behind the keyboards or phones really do have their hands tied as to how much they can help the consumer.  A lot of the time they sympathize greatly with whatever issue you have (so long as you don't go off half cocked like some screaming lunatic), but they simply don't have the power to effect any meaningful change on your behalf.  They're mostly there to deflect and de-escalate any anger you might have. (Plus potentially sell you extra services too, depending on the company.)    If they do manage to somehow find a way to resolve your situation, it's a nice bonus for sure but much of the time that isn't what they're equipped to do.