34 réponses à ce sujet

[fallingseraph]

They said they would send me the N7 pack I never got for the Goliath challenge.

They then sent me an email saying they added it to my account March 30th

I go and check and it says "valid till March 27" so it was literally invalid the day the email arrived.

Then I contact them again and they say "Its invalid, regards..."


What is wrong with these people?

Modifié par fallingseraph, 01 avril 2012 - 12:29 .

[fallingseraph]

Friday, March 30, 2012 4:27 PM

Hello Kevin,

Thank you for writing back to us at Electronic Arts.

I
have gone through your account and made some necessary changes to your
account. Now you would be able to download or see the Commendation Pack
on your account
Hope this help!!!

We
at Electronic Arts appreciate your efforts and involvement in our Games
and take this opportunity to express our gratitude and extend support
throughout. Please feel free to get in touch with us anytime. Also,
please access our online knowledge-base on: http://help.ea.com/

Thanks and regards,

Dewashish
Electronic Arts – World Wide Customer Experience

Modifié par fallingseraph, 31 mars 2012 - 11:18 .

[fallingseraph]

Operation Goliath Commendation (Valid until Tuesday, March 27 at 5pm PST)




Saturday, March 31, 2012 2:07 PM




Hello Kevin,

Thank you for contacting back to us at Electronic Arts.

Please
be informed that if offer is closed now then we are unable to provide
it now. Because it is only valid till 7 days and now we are unable to
provide it because now this offer is closed now.

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/

Thanks and regards,

Dewashish
Electronic Arts – World Wide Customer Experience

Modifié par fallingseraph, 31 mars 2012 - 11:20 .

[fallingseraph]

Why on Earth would it be valid for 7 days before its sent to me?

[fallingseraph]

I've promoted 3 characters and I doubt I get this weekends promotion as well.

Thanks EAware for nothing


I have a feeling they don't know what they're doing.

Modifié par fallingseraph, 31 mars 2012 - 11:29 .

[termokanden]

fallingseraph wrote...

Why on Earth would it be valid for 7 days before its sent to me?

Obviously they made a mistake. Good luck getting them to admit it.

[Speedoburito]

EA are customer support are a bunch of ****ing indian idiot ****s who have never played any of the ****ing games they are ment to help you out with.

[fallingseraph]

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

you: I just accidently closed my last chat with a dude named R something
you: sorry about that
you: I can't redeem the DLC sent to me yesterday
Anup: I can understand your concern. Please don't worry, I will try my best to help you out.
Anup: Kevin, may I please have your EA account email id.
you:

Anup: Thank you. Please give me some time to retrieve your account in our database.

you: take all the time you need

Anup: You didnt get Commendation Pack 1 yet

you: Operation Goliath Commendation (Valid until Tuesday, March 27 at 5pm PST)
you: was given to me yesterday
you: but I can't redeem it
you: Literally gave me an expired unredeemable DLC

Anup: Please give me the code

you: They never gave me a code
you: just an email saying they added it
you: Dewashish sent this yesterday

Anup: Okay please allow me a moment
Anup: Okay

you: I have gone through your account and made some necessary changes to your account. Now you would be able to download or see the Commendation Pack on your account
you: 03/30/12 at 11:27 PM
you: when I go to download it, it says its expired
you: doesn't show up in my DLC menu with Ashes
you: and didn't show up in the multiplayer store

Anup: Okay please let me check

you: https://help.ea.com/...E0000001ahnIIAQ
you: dunno if you can see the case from that

Anup: Please wait

you: http://social.biowar...5035/1#10855277
you: here is the forum post I made before we got to live chat
you: it shows in the exact order which the events took place
you: I never got a chance to redeem



Anup: Commendation Pack was over on 27th March so it can not be added to your account now




you: Then why did they say I could get it yesterday
you: How can you give something to someone they can't redeem?

Anup: They have added it from their end and I can see that it was added but as offer was expired you can get that now

you: Why add an expired offer?
you: That does me no good, or justice
you: It said I have 7 days to redeem it too
you: Please allow me to clarify that I have attached a link so go through it and download it from steps provided there. Please note that you must redeem (open) the packs within 7 days of receiving them. They will disappear from your multiplayer Store menu after that and you will not be able to have them restored. Don’t delay in obtaining/redeeming your packs.
you: Thanks and regards, Dewashish Electronic Arts – World Wide Customer Experience


Anup: You should have contacted earlier



you: I did 6 days ago

Anup: Can you tell me the case number

you: it was live chat
you: I was told to make a post on the forums

Anup: Can you tell me the case of that chat

you: http://social.biowar.../index/10709324
you: 03468240

Anup: Thank you please wait

you: 03/27/12 at 05:27 AM
you: Since this is an ingame issue concerned with game developers your inputs have been forwarded to our Game Development Team for further review. Our Experts always strive to make Games very player friendly and interesting. Hence your inputs have been very motivating and I request you to share your feedback with us regularly. Moreover, I am sure you would find our Game Forums very interesting. Not only can you post your comments on our official forums but also interact with fellow gamers. Since these Forums are regularly monitored by our Game Developers, they offer an effective medium to communicate with the Developers.
you: So I contacted before it expired and they didn't fix it till after it expired and you're telling me I can't have it

Anup: I would need some time to investigate this, please stay connected.

you: Give me two from this weekend then
you: I already promoted 3 characters

Anup: Your case was escalated on 28th March ?

you: Probably
you: Which makes it make a lot less sense and is really frustrating

Anup: You need to wait for some time as our escalation team will contact you

you: I was contacted
you: Dewash
you: Hello Kevin, Thank you for contacting back to us at Electronic Arts. Please be informed that if offer is closed now then we are unable to provide it now. Because it is only valid till 7 days and now we are unable to provide it because now this offer is closed now.
you: today
you: So if they escalated it and closed it how am I still going to get it?
you: Why is this happening to me?
you: what did I do wrong?
you: I see forum posts by a lot of people with the same problem

Anup: No you will be contact via our escalation team, You need to wait for some time as our escalation team will contact you

you: So the 100s of people without the commendation pack and I get to wait?
you: This is tragic
you: >_<
you: Mass Effect 3 worst ending ever, worst customer support ever, buggy store with no way of getting DLCs

Modifié par fallingseraph, 01 avril 2012 - 12:37 .

[fallingseraph]

So I get to play the waiting game which means they're brushing me off.

There is no escalation if they keep reinforcing that "its too late" every other comment/email

[Melchiah109]

Well part of your problem is using the chat support. Try the phone lines. I've never had a problem using phone support, but the chat support is garbage.

[Xeonzs]

Melchiah109 wrote...

Well part of your problem is using the chat support. Try the phone lines. I've never had a problem using phone support, but the chat support is garbage.

This

[BiowareCantMakeSocialNetworksWork]

We at Electronic
Arts, assign pivotal importance to offer exceptional service to our
customers and believe in exploring all the possibilities in doing so.

LOL. Except, you know, actually fixing the problem.

Modifié par BiowareCantMakeSocialNetworksWork, 01 avril 2012 - 01:52 .

[fallingseraph]

After all I've been through this week with them, I'm scared to call their lines.

I don't want to rage.

Modifié par fallingseraph, 01 avril 2012 - 02:47 .

[Speedoburito]

Like I said.

Speedoburito wrote...

EA are customer support are a bunch of ****ing indian idiot ****s who have never played any of the ****ing games they are ment to help you out with.

[Alchera7]

Speedoburito wrote...

EA are customer support are a bunch of ****ing indian idiot ****s who have never played any of the ****ing games they are ment to help you out with.

All thanks to our primitive and outdated Monetary System.

Outsource jobs to other countries for massive profits and cheap labor. 

Bioware dealing with the mega game corporation EA for MASSIVE PROFITS, because of greed.

To hell with a monetary system. 

"Resource Based Economy" FTW.

Google It.

[fallingseraph]

I'm not worried about who does the work, I just want the work done and what I'm asking for isn't that difficult.

[NikkoJT]

I've got this problem too :|
I did a live chat at first, and was (as far as I could tell) told that the pack would be added to my store.
2 days later, no pack. So I hit Email Me. In the problem description, I told them about the live chat, and that I had followed all the troubleshooting steps listed.

A guy emailed me back during the night to say...follow the troubleshooting steps listed.
I emailed back: "I told you I already did that!" (paraphrased obviously)
The reply:

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. We do not have any tool to restore in-game items.

He also told me to post here.
I emailed back again: "I already posted on the 10-plus-page thread about this, and that's where I got the advice to try a live chat!" (also paraphrased)
His reply:

I am sorry to know that your issue didn't get resolved after posting it on forum. I assure you my support regarding the issue.

He then referred me to their troubleshooting page. AGAIN.

My latest email reiterates that I've done all the troubleshooting options, and asks for a transfer to someone whose first language is English.

That was sent in the early hours of the 1st (GMT+1), and I haven't had a reply yet.

[Darklingsfuf]

 Darklingsfuf@gmail.com
i leveled 3 classes and promoted them with no pack or anything i have the online thing checked and nothin i tried the live chat and i got the bioware social network for the last weekend and no pack. then i live chat again too have this one tell me to post in the forums... i want my pack that i did all that work for plz!

[mybudgee]

Easy with the ignorant racist rants....

[NikkoJT]

Darklingsfuf wrote...

 Darklingsfuf@gmail.com
i leveled 3 classes and promoted them with no pack or anything i have the online thing checked and nothin i tried the live chat and i got the bioware social network for the last weekend and no pack. then i live chat again too have this one tell me to post in the forums... i want my pack that i did all that work for plz!

Operation Raptor packs unlock on Tuesday. Read before posting.

[Armygrognard]

The rants aren't as much racists as they are to do with cultural differences. Hard to believe that someone overseas who makes in a year what I spent to build my computer is really going to care about my issues with a game. Heck, their answers are all scripted anyway. I had the same problem with HSBC bank. Foreign overseas tech support, even if they speak English, just doesn't work well.

[fallingseraph]

Got a victory pack but no commendation pack.

AGAIN!

[DesiArcy]

It totally makes sense to get the Victory Pack first; everyone gets those so it's a simple global unlock once the event is over. The Commendation Packs are per-user, so they'll take longer to process -- I wouldn't freak out until after Wednesday, which is when they said they'd have all the packs handed out by.

[fallingseraph]

Looks like they put Commendation packs on hold and +25% more cash would have been more appealing than exp...

[Malchus]

fallingseraph wrote...

Looks like they put Commendation packs on hold and +25% more cash would have been more appealing than exp...

A 25% cash bonus would be taking possible revenue from Bioware EA, so they will probably not do that.

I sincerely hope that you get your Commendation pack this time around, situations like this (tech support, "I don't know so go talk to someone else") are incredibly frustrating. <_<