Questa discussione ha avuto 9 risposte

[AlainSki]

Dear Bioware Support,

I tried solving the following problem with the Origin live chat but the guys in India kept dissapearing halfway through the conversation.

I recently tried the acquire all the available Mass Effect 2 DLC from the bioware website. However, I received multiple error's. After some attempts I managed to get to get it to work but after coming short on BW points I went over to my origin order history and found that there was a double booking for the Overlord and Alternate Appearance (Garrus, Thane, Jack). In other words, I got access to two DLC's but was charged for 4. I was hoping to get some help on this because I wanted to buy the remaining DLCs with these points.

Thanks!

PS.

It concern the following order numbers

(Overlord)

1109329146
1109329193

(Alternate Appearance Pack (Garrus, Thane, Jack)

1109330034
1109329881 

[AlainSki]

  Just a quick update from the EA helpdesk (as usual, if the problem is anything more complicated than a reboot, Team India fails to deliver)

• Akash Thanks for contacting EA Customer Experience, my name is Akash. How may I assist you today?
• you Hi Akash
• you I'm contacting you regarding the case
• you do you have the case id?
• you It's case CASE #08940743
• you I'm having some trouble contacting you guys as two of your colleagues dissapeared halfway through the chat
• Akash Hi, I apologize for the inconvenience caused. I'll do my best to address your concern.
• Akash Let me check the case.
• Akash I have checked the case, Your chat has landed in the incorrect queue. Here is what I can do for you, I can put you through to my Mass Effect colleagues who will investigate what can be done in this case, is that alright?
• you We tried that yesterday but after putting me through nobody responded for 30 mins
• you We can try again but are you sure somebody is 'active' at the mass effect desk?
• Akash It may be possible that at that time the waiting queue is long, but currently the queue is small and won't take much time.
• Akash Yes, they are active.
• Please wait while we get this chat session where it needs to go.
• You are now ready to chat with Erica.
• Erica Thanks for contacting EA Customer Experience, my name is Erica. How may I assist you today?
• you I Erica
• you (Hi)
• you I was forwarded to you by Akash
• you I'll provide you with a quick summary of my problem
• you Yesterday I bought a bunch of DLC via the bioware store
• you I got a website error reply when buying the overlord and alternate appearance pack (thane, jacob, garrus)
• you I bought exactly enough BW points to cover all the DLC but I somehow came short
• you I then looked at my order history at origin.com only to find out that I was charged double for the Overlord DLC and Alternate Appearance (Thane, Jacob, Garrus) packs
• Erica Thank you for letting us know about your concern. Let me see what I can do to help you with this issue.
• Erica To address you properly, can I have your name and email address please?
• youxxxxx
• you xxxxxx
• Erica Hello Alaxx. Can you please provide your order number so I can have it checked?
• you Yea, sure give me a second
• you (Overlord) 1109329146 1109329193
• you (Alternate Appearance Pack (Garrus, Thane, Jack) 1109330034 1109329881
• you I've posted them as a note, including a full explanation in the case on help.ea as well
• Erica Let me look in to this for you. For security purposes, can you please provide the answer to this security question - WAT IS XXX? (1 WOORD)?
• you xxxxx
• Erica Thank you. Please give me a moment to have this checked.
• you Sure, no problem
• Erica Thank you for patiently waiting Alaxx.
• you No problem, thank you for looking into the case
• Erica I have checked here on my end and didn't find any transactions with those order numbers so what I will do is to have this case escalated to our team of specialists who has further access to the tools and processes for this issue to assist you further.
• Erica Once they have this case checked, they will be contacting you via email in the soonest possible time.
• you I don't et it
• Erica If in case that you would like to make a follow up on this matter, please feel free to contact us back and use this case number - 08940743 as reference.
• you * I don't get it
• you I'm looking at the orders in my order history right now
• you How can you not see them
• you It's # 1109329146 and #1109329193 for overlord
• you and # 1109330034 and # 1109329881 for the alternate appearance pack
• You are not currently in a chat session.
• You are not currently in a chat session.

[/list]

Modificata da AlainSki, 27 maggio 2013 - 09:43 .

[AlainSki]

Just received an email from EA apologizing for the """disconnect""")

" This is just a follow up on our conversation on case number: 08940743.

I do apologize if our chat conversation got disconnected but as I have mentioned, your case needs to be escalated to our team of specialists to have it further checked to assist you with the issue. Once they've checked it, they will be contacting you via email for updates. If you still require assistance you can contact us through Help.EA.com.

This is an automated email. Please go to help.ea.com to check on your case status."

[matt79]

I'm having the same problem but neither ea or bioware seem very helpful.

[agp54]

Hey, would you look at that. I'm having the same issue now, but the ever-useful support team told me they couldn't do anything to help. I'm going to try again today. Was anyone successful in actually getting this resolved?

[InfinityStar]

Same issue here, duplicate order for the same DLC and charged twice in BioWare Points. After four EA tech support guys and over two hours waiting on them and their useless replies, I was told to contact BioWare....

[Darth_Shizz]

After googleating this particular issue, it seems to be a common one that goes pretty far back. I was fortunate enough to have a similarly uneventful few run ins with EA tech *sigh*

It's definitely made me think twice about any future purchases using origin (and by extension, BW purchases)

[agp54]

Quick update on this: Don't bother with EA's online chat. Both times I tried, I was rejected.

However, I just got off the phone with one of their employees. He was able to refund me the points within a few minutes, while being very friendly. I may have just gotten very lucky, but it was a surprisingly good experience.

Good luck to everyone else with this issue.

Modificata da agp54, 25 settembre 2013 - 03:37 .

[InfinityStar]

Well, considering that above this very forum it says:

"For any tech related issues please visit the new, Answer HQ! Ask."

And the last EA tech guy I spoke to told me to go to Social.Bioware.com for a refund... it seems they've created a very nice loop hole...

I have nothing against BioWare itself, but I am definitely done giving money to anyone associated with EA, as this is not the first issue I've had.

[AnnJuly]

Dear Bioware and EA.
Today I bought Mark of assasin from bioware site. I got "page unavailable" error. Than I click "reload" button and somehow site charged me 3 (THREE) times (-2400 points).
Orders:
1241791240
1241793380
1241791167