10 réponses à ce sujet

[Stenun]

I have been having an increasingly frustrating - sometimes annoying - message exchange with EA technical support over an issue I've got.  It's been going on for about several weeks now and they have been repeatedly unhelpful and, from my perspective, don't appear to be reading my messages as they often have tried telling me the solution to a problem different from the one I'm trying to complain about.

And then despite emailing them yesterday, today I received an email from them saying that they "haven't heard from [me] in a while" and will regard the matter closed if I don't contact them soon.  I immediately replied and got back an automated message telling me that the address I'd just sent to was an un-monitored address.

I am almost at my wits end now and genuinelly had to walk away from the keyboard and go for a stroll round the block to calm down.

What I am wondering is if anyone thinks it would help matters to post all the messages up in public for others to see.  Would that spur them into action or just annoy them?
Because I have reached the conclusion that unless I take this complaint to another level, they're just going to continue treating me in the awful manner they have been doing for the past few weeks.
Advice - or even just soothing words *g* - would be welcome.

[sTrYkZ1LLa]

Hang in there, try phone support they can at least hear your frustration first hand. Post your problem here there's a lot of helpful lurkers.

[TsaiMeLemoni]

I would post any correspondence you have if it shows a clear disregard to customer service. Someone needs to see if you are being provided ****ty support for a legitimate issue.

If you don't mind, what issue are you having exactly?

[Grub Killer8016]

Man, that is frustrating. Keep trying, because from my experience, if you can't get someone's attention, don't shut up Trust me, eventually a real person, not a computer, will find out what all the noise is about and they'll look into it. It's happened to me dozens of times.

[Oninagwa]

I would try phone support, with e-support not helping to resolve your issue. Note on posting e-mails, I wouldn't necessarily post those as it could be viewed as a ToS violation, and result in potential getting you banned from BSN.

If it is alright, would you mind posting the issue, as I will try to help if I can.

[Stenun]

Many thanks for the advice and offers of help. But it's definitely something only EA (or possibly BioWare) can help me with.
Simply put, my purchases didn't transact properly. And before anyone says it, it's NOT a case of them not showing up when bought but still being in my profile. The problem is the exact opposite. Everything I bought showed up as I was buying them but when I went to look at them in my profile, they weren't there and they still aren't.
My suspicions were first roused when I bought a pack which gave me what would have been my fourth respec card - given that this was after the change and I should have stopped on 3 respecs, I was surprised. I stopped buying and went to look at my profile. I was still on 2 respecs, the guns I'd just unlocked and upgraded weren't there, and the consumable hadn't increased either.
I'd spent real money - as in Microsoft Points paid for with a credit card - on 4 Premium Spectre Packs but had nothing to show for it. I emailed EA straight away and told them the problem and they wrote back and said that if I spend in-game credits then sometimes my purchases won't show up but are still in my profile. I pointed out that that is completely different from what I said - I didn't spend ingame credits and they did show up when purchased but aren't now in my profile. And they've been giving me the run-around ever since.
Haven't heard from them since starting this thread.

I feel like they have effectively stolen my money. If I had indeed used in-game credits like they keep claiming, I might not be so upset. But I spent real money and have nothing to show for it.

Modifié par Stenun, 03 juillet 2012 - 07:10 .

[Stenun]

And with precise timing ... since posting my previous message, I've gotten a reply from them.
(Hello? Are you guys actually reading this? *g*)
It would appear that the purchases not showing up at the time of purchase and purchases not showing up in your profile later are actually being treated as the same problem. At first they mentioned it being a known problem that purchases don't show up when you buy your pack and I replied that that wasn't my actual complaint. But ever since then they kept mentioing "purchases not showing up" without drawing the distinction between the two problems so I assumed they were still talking about the first problem - the one I didn't have.
So I'm chalking that one up to just bad communication, "sorted" now.

But I still feel cheated and am still annoyed by the two weeks silence between messages.

[Chimera1]

Check my post for tips on a similar problem: http://social.biowar...12781561-1.html

I would suggest you use live chat and get a case ID. Keep a record of who you spoke with, what was said, when you talked to them, and follow up within their suggested timeframe to get your case escalated.

Unfortunately, it seems that most of the people assigned to help us are reading from a script or aren't fluent in English. In addition, the first line of representatives can't help you until your case is escalated, so you have to stay on them about it.

And more in line with your problem, I had a problem where I used MS Points to purchase an item in a lobby. The leader quit and while waiting on the host to reassign, I got booted to the main menu. I didn't get the pack I bought and when I talked to the tech rep about it, their solution was that I not buy packs when I'm not the host. That person said there was nothing they could do.

[Stenun]

So after constantly sending EA emails for weeks about this issue they have; ignored me for 2 weeks, ignored me for one week, refused to do anything about it, told me to take the complaint to MicroSoft (who immediately said "er, no, it's EA you have the problem with, not us"), told me there is nothing they can do, refused to do anything about it, tried to diagnose a different problem from what I have, refused to do anything about it, and have now sent me an email from which this is a direct quote:

"your continued contact on this issue would be considered an abuse of the customer support system and as such I must ask that you accept the answers I have provided you with and cease contact on this issue and allow this case to close. Further contact on this case will not be addressed."

They still have my money, they have not given me what I paid for. They have effectively stolen from me and refuse to do anything about other than tell me that BioWare are "working on a fix". Which has been going on for months and still I have nothing to show for my money.

I will never let EA get any money from me ever again.
I am furious. They are a disgrace.

[OBakaSama]

That is just appalling treatment by EA support. I hear stories about them but that amounts to one of the worst I've come across. I'm not even sure if a formal complaint would do much, but it might be worth considering.

[13Dannyboy13]

EA has always been terrible for customer service, it's obvious that you just get someone reading from a script that has probably never even played any of the games. I had problems starting with Dragon Age Origins, and every time got the runaround from them, either Bioware tells you to contact EA, or the other way around, or they point you here to the forum. Then, if you pusue the matter they ignore you or tell you that you're harassing them. I've completely lost faith in Bioware over the last few years, ever since EA bought them.
There are many of us that share your pain Stenun, many have had similar problems, yet nothing is ever done to improve the situation, it's very disappointing.