28 réponses à ce sujet

[Spooky81]

I was redirected here by EA customer support.  I know i'm not the only one that's been screwed over by failed transactions and when I informed the EA support rep of my situation he said there's no failed transactions on my account which is a lie.


I've lost 160 BioWare points and way too many credits and the rep told me to post on the forums about recieving compensation to my account.  The first EA rep i spoke to awhile ago told me to wait for BioWare to fix the issue with failed transactions and people losing credit, points, and money because of it.  It's been 2 months and i've waited long enough, i want to see about getting reimbursed for lost points and credits.

[Bellendaine]

I've had the same problem using points to buy multiplayer stuff. CSR was no help, so I'll never use them again. I haven't had the problem with game credits though.

[DamiosD]

Same problem here every 4-5 packs bought i get a connection lost, i reconnect and my points are gone. lost 1440 points by now.

Modifié par DamiosD, 02 juin 2012 - 07:29 .

[Spooky81]

It really depends on who you get in touch with. The live chat rep i spoke with before posting this spent 3 minutes on my case before telling me there's nothing he can do for me. He linked me to these boards and basically said vent to the dev team he's not going to do anything about it. This morning I got in touch with another rep over the phone and after spending around 10-15 minutes on phone with him, he was definitely more helpful and knowledgeable about what was going on and what he could do to help me out.

Modifié par Spooky81, 02 juin 2012 - 04:15 .

[spawn7883]

Spooky81 wrote...

It really depends on who you get in touch with. The live chat rep i spoke with before posting this spent 3 minutes on my case before telling me there's nothing he can do for me. He linked me to these boards and basically said vent to the dev team he's not going to do anything about it. This morning I got in touch with another rep over the phone and after spending around 10-15 minutes on phone with him, he was definitely more helpful and knowledgeable about what was going on and what he could do to help me out.

So what did the rep suggest? Lost 720 points here. 2 case through email same answer going to fix it 1 live chat can't help either....../sigh

[.458]

You have to call and demand to talk to a supervisor. You can be compensated. And I don't think many of the reps who claim there was no transaction have the slightest understanding of what a real "atomic" transaction is, or what SQL stands for, or real journaling (as opposed to a log file which fails during server crashes and other extreme conditions). Don't take no for an answer, and if they can't get a supervisor right then, leave your phone number and have them call you back.

[spawn7883]

.458 wrote...

You have to call and demand to talk to a supervisor. You can be compensated. And I don't think many of the reps who claim there was no transaction have the slightest understanding of what a real "atomic" transaction is, or what SQL stands for, or real journaling (as opposed to a log file which fails during server crashes and other extreme conditions). Don't take no for an answer, and if they can't get a supervisor right then, leave your phone number and have them call you back.

What about asian country? I mean losing credits is find I can earn those back, but losing bioware points is lame I can't earn it back and I am losing real money also....

[.458]

spawn7883 wrote...

.458 wrote...

You have to call and demand to talk to a supervisor. You can be compensated. And I don't think many of the reps who claim there was no transaction have the slightest understanding of what a real "atomic" transaction is, or what SQL stands for, or real journaling (as opposed to a log file which fails during server crashes and other extreme conditions). Don't take no for an answer, and if they can't get a supervisor right then, leave your phone number and have them call you back.

What about asian country? I mean losing credits is find I can earn those back, but losing bioware points is lame I can't earn it back and I am losing real money also....

Real money means they owe you something. You might have to use email, but talk to a supervisor if something like the help.ea.com live chat fails...just get the email address of a supervisor or manager. Everyone who answers help in any way has a supervisor or manager.

[skullmount4]

I also just lost a PSP purchased with bioware points.  I've tried to get a refund through origin chat service, but apparently they couldn't help me.  Its a known issue, but apparently they can't do anything, so I'm out 240 Bioware points now .   So apprently EA support can't do anything (from what others said), and origin support can't help (event though they're who I bought the points from <_<), so is there a third/correct option to get a refund?

Heres the transcript:
Abhinav: [/b]Thanks for contacting EA Help! My name is Abhinav how may I help you?
you: [/b]I'm
not sure if I'm in the right place, but I was trying to buy a Permium
Spectre Pack for 240 Bioware points in Mass Effect 3, and It keep
sitting at checking previous purchases, and then it finally gave me a
message about losing connection to Mass Effect 3,, while subtracting my
bioware points, and not giving me any thing for those points (real
money spent to buy those points).
you: [/b]Is there a way to get my 240 bioware points back?
Abhinav: [/b]Ok I understand. This is indeed disappointing. 
Abhinav: [/b]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. 
you: [/b]so does that mean there is no way to get my bioware points back?
Abhinav: [/b]Let
me inform you that this is known issue. I assure you that since the
Experts have already been working on this, soon we would have it
resolved. I understand that this will not be the answer you were looking
for and I can only hope that your enjoyment of the game is not spoils
by this situation. Please accept our apologies for this occurrence. 
you: [/b]I understand that its known, but is there no way for me to get my points refunded?
Abhinav: [/b]Sorry, Had it been possible, I would have certainly done something right now. Trust me. 
you: [/b]Ok. Thank you for your help.


If someone knows how to make it collapse/hide, let me know so I can change it.

Modifié par skullmount4, 06 juin 2012 - 11:46 .

[.458]

Talk to a supervisor...the first line guys are following a recipe when they tell you no. EA is the publisher, they have obligations. Escalate it. Don't take no for an answer, and make sure they have a supervisor or manager involved.

[spawn7883]

.458 wrote...

Talk to a supervisor...the first line guys are following a recipe when they tell you no. EA is the publisher, they have obligations. Escalate it. Don't take no for an answer, and make sure they have a supervisor or manager involved.

Sorry if I ask again so I just pretty much get a supervisor/manager on a live chat/email? I wonder if they would let you just ask for one so easily? By the way thank you .458 for letting us know.

[.458]

spawn7883 wrote...

.458 wrote...

Talk to a supervisor...the first line guys are following a recipe when they tell you no. EA is the publisher, they have obligations. Escalate it. Don't take no for an answer, and make sure they have a supervisor or manager involved.

Sorry if I ask again so I just pretty much get a supervisor/manager on a live chat/email? I wonder if they would let you just ask for one so easily? By the way thank you .458 for letting us know.

"Easy" is not a way to describe it. I really had to insist, and nobody was available at the moment, and ended up leaving my phone number on the desk of someone further up the food chain. It helped greatly. I used the telephone.

My suggestion is that if you can't use the telephone, you get a message with your email address to someone in charge. Remind them you paid real money and it is UNACCEPTABLE to take it without receiving the product. Make it very clear they need to contact you and clear this up.

For those who paid by credit card, you do have the option of turning it in as fraud if you are refused.

[djharris10]

I had the same issue but I lost some credits, I logged back in, and checked all my items and consumables, if there's a change, it was done, if not, then contact live support, be nice and ask for a supervisor, if they refuse or the supervisor refuses to help you (if you have points that you lost after spending the real money on) you can threaten to sue them for basically taking money and not giving you the goods and/or service that was promised to you, any customer has their rights, study up on your legal stuff and make sure to bring up specific laws, trust me, a publishing company will do ANYTHING to keep your trap shut

[Mametal]

It's not easy to "us" who lives in other countrys, out North America or the Europe... We are ignored in this matters, but I will give the case to the autorites of my country (Brazil) and see what can be done. Bioware was bad as company some times for me, but Bioware + EA made my pleasure as a gamer a nightmare! Thank you for your atention.

[.458]

Mametal wrote...

It's not easy to "us" who lives in other countrys, out North America or the Europe... We are ignored in this matters, but I will give the case to the autorites of my country (Brazil) and see what can be done. Bioware was bad as company some times for me, but Bioware + EA made my pleasure as a gamer a nightmare! Thank you for your atention.

They ignore people in the USA as well. It saves them  money.

Different people in their help system are vastly different in how helpful they are. Many of those help desk people are quite good, while others read a script and are more or less a recorded message. Make sure you emphasize you want this "escalated", and you want to be in contact with a supervisor or manager (they are the ones who have some room to work with a situation, and not read a script).

It is sad, but EA will often claim they are not responsible because they are a publisher...which is completely incorrect. BW will redirect you to EA. This is a good way to avoid help desk costs, and avoid responsibility.

[telecleez]

i have had the same problem as every1 here so far i've lost 720 pnts and keep getting told u will be reimburst for the loss and have yet to be reimburst so i was told by support to put it down here and that it will be sent to their "team"

[.458]

telecleez wrote...

i have had the same problem as every1 here so far i've lost 720 pnts and keep getting told u will be reimburst for the loss and have yet to be reimburst so i was told by support to put it down here and that it will be sent to their "team"

That's what they are told. Obviously it isn't true though. You must get a supervisor or manager. If it is not escalated, it never happens.

[djharris10]

dont let this go on, if they ignore you then demand a refund for the game or mark the bioware points transaction a fraud on your credit card, but also remember this, EA is a big company, they'll do whatever it takes to avoid this type of publicity to be shown to the masses or else they'd lose business, so threaten legal action to a supervisor if they don't help you if you manage to get in contact with one, they'll try to talk you out of it

[thebarejou]

Same proplem. I've lost 480 total Bioware points. I contacted EA twice and they tell me to "Please log into the Bioware Forums to watch for their announcements about how Bioware and EA plan to resolve and compensate customers for their losses." So here I am wondering when I will receive my credit/packs.

[Imp of the Perverse]

I was having this happen about 80% of the time, then started buying recruit packs first so I at least wouldn't lose as many credits. But, it seems like buying those never messes up, and buying better packs after you've bought a recruit pack first always works fine (hasn't bugged out on me yet anyway.) So that's a possible workaround.

[Siran]

After the recent reinforcement pack change (where you don't get any mor character cards once you have them all maxed), I can buy PSP or SP without them bugging out on me. Just try buying a PSP right away, if you maxed all your CC you should be fine. A friend of mine who had the same problem reports it's fixed for him, too.

[Bhaal6sic6]

i've had the same problem as most you guys i lost 720 points so emailed ea support and still not got a reply so thought i would come look on here atleast im not alone

[Janpoll]

Well, I don't know exactly how it works with points because I only use credits. I will try to help, my English is very bad and what you say has probably already spoken, but my English is very limited.

It has happened to me and my friends, shopping with credits (we only buy with credits), sometimes, the store is locked, and then we disconnect from the multiplayer, if just after we disconnect we join the game by "join the game" usually doesn't show what we have obtained/unlocked, but instead of it, if we access from the tab "Multiplayer", always shows us what we unlocked/obtained.

Then, even after disconnect, go to the tab "Multiplayer" and the first thing it does is show us the pack (don't try join to the game via friends before).

Sorry for my misunderstanding. 

But yes, I think isn't problem for EA/Bioware give packs, not give away a game, just a pack ... while people lose their money. 

I hope this problem can be resolved soon.

Greetings.

Modifié par Janpoll, 16 juillet 2012 - 06:57 .

[Aoibheann]

Yeah this happened to me in the past several times with credits and points, but i finally got some credits back. Well it happened again on Sunday (PSP 99000 credits) and when I talked to the live help person he didn't have a clue as to really anything trying to tell me to take it back to the retailer and all this other stuff... he thought i was saying the sky was green before blowing me off. And i did check to see if the cards where there and there were none. It happened again last night but I closed the game before doing anything else and managed to get those cards back.

[Capt. Bollocks]

I've got the same issue here. Bought 3 Premium Spectre Packs (720 BioWare Points) before I realised that I wasn't getting any items. Started a Case two days ago but still haven't been contacted even though they say it's a 24 hour turnaround. I'm worried about buying more packs even though in-game credits for fear they'll use it against me. What is going about this?