28 réponses à ce sujet

[DocSun]

Make sure you can see your order if it hasnt already shipped under recent orders. I checked and when I looked I didnt see it, I also looked at my bank account to see if money had been withdrawn. When nothing appeared I went to customer support. Apparently some people who ordered online didnt clear and for some reason unkown the orders never got money from the bank accounts and the orders were closed. I am currently fighting to get my order reopened and pushed through as its a CE (wouldnt care if it wasnt) but just a word of warning to those who bought from EA!

Check your accounts now and make sure you can see it, if you cant make sure the same thing didnt happen to you!

[Joel2211]

Wow i just painfully waited on my phone checking with EA to make sure my Collectors Edition was still on order and they said my pre order is safe......in your case that is weird and they usually take the money out after you purchase then it goes back into your account and then they take it out when it ships or right before. I would check my email account that you purchased it on and it should have a order number and they can search it with that to make sure its still good. I would do that before pre ordering again.

[WolfBro87]

I preordered off of the EA website as well and my order never appeared under my order history. I've had a variety of trouble getting in touch with EA's customer support, but when I finally got through the other day they said that the preorder was still valid and I should be getting it on time. And like Joel2211 said, they took the money out of my credit card then put it back when I first preordered the game.

[DocSun]

Joel2211 wrote...

Wow i just painfully waited on my phone checking with EA to make sure my Collectors Edition was still on order and they said my pre order is safe......in your case that is weird and they usually take the money out after you purchase then it goes back into your account and then they take it out when it ships or right before. I would check my email account that you purchased it on and it should have a order number and they can search it with that to make sure its still good. I would do that before pre ordering again.

Oh i definatly had that in hand when I talked with customer service. Thats how I found out mine was screwed. And they never took it out or put it back. I called my bank about activity. XD I think I totaly got screwed.

[Keebler51]

I'm in the same boat, waiting for the online chat right now to discuss it with someone at EA. I could not find a phone number for the store, only a number for game tech support. Does anyone have a phone number for the EA store? I did get an email with a confirmation number, but the online store says I have no recent orders, and my bank account shows no activity from EA, so I'm kind of stuck wondering here. I too pre-ordered the CE, but if EA isn't cooperating I still want a chance to nab it through Amazon.

UPDATE:  Just finished with EA's Live Chat support, and after telling them my order number, they confirmed that my order is "good."  Hopefully I will be seeing it ship soon like a few others have!

Modifié par Keebler51, 22 janvier 2010 - 11:26 .

[BlackwindTheCommander]

Anyone know the phone number for Customer Support? The online chat crap is freaking out on me and I need to contact them somehow.

[ERJAK1]

For you guys, did you get an order details screen, and then the view invoice button didn't work?

Modifié par ERJAK1, 22 janvier 2010 - 11:58 .

[GnusmasTHX]

On a sidenote: Gamestop charges on the 26th, right?

[Fenris1981]

Yeah what is the number? I can't find it anywhere and their chat isn't working either.

[kakotan]

where did you guys see the link for the live chat , i cant find it anywhere

[danman2424]

Where do you look under recent orders?

[danman2424]

kakotan wrote...

where did you guys see the link for the live chat , i cant find it anywhere

You go to support.ea.com/chat. The page hasn't been working for me. though. Can't look at my order history either.

[kakotan]

If you still can’t find your question, please contact us by phone at (650) 628-1001.

[Ekees]

danman2424 wrote...

Where do you look under recent orders?

1) http://help.eastore.com
2) Click Login to authenticate
3) Once returned back to the Support Home Page, find the

"ORDER DETAILS" section in the middle
4) Click  View recent order history and purchase details


5) This will display a list with the following column headers:

Order History
Order Number     Order Date     Creation Date     Status     Order Amount

6) Selecting one of the Order Number entries will show an Order Details page, such as the following:

Order Number: XXXXXX
Order Date: 11/19/2009
Order Status: SOMETHING HERE
Billing Address:


Shipping Address:


Product Name       
Mass Effect 2 Collector's Edition
    * PC
    * Physical Order

Unlock Code

Quantity
1



(EDIT: Removed the long version of the link since that completely hosed the formatting of the web page)

Modifié par Ekees, 23 janvier 2010 - 03:16 .

[TuringPoint]

Some advice for working with the customer support website, help.eastore.com

Use internet explorer, I know that chrome doesn't work.  Internet explorer will give you a certificate warning, but click the shield with a red x and continue anyway.  Chrome - possibly firefox too - will just give you an unavoidable error message.

There might still be technical issues, but just re-enter the help.eastore.com address if that happens.

Modifié par Alocormin, 23 janvier 2010 - 12:36 .

[Zayin]

I was curious about my order for ME2: CE since I didn't get an email notice the Friday before release like I did with Dragon Age: Origins.



I called up EA's help line. What I was told, in short, is if you got an order number with when you placed your order with them then it's ok. Not being able to check your order history on the EA Store webpage is an issue of which they are well aware. If you haven't received an email notice by now, your order is still "processing" and hasn't gotten a tracking number yet but will before release day hits.



Is it possible for your order to get a tracking number soon enough to get to you on release day? Yes.



Is it likely? No, if you haven't gotten an email notice by now. That said, no matter what you should have your order by the end of next week.



If you are still worried about it, you can call up like I did to have them confirm that your order is still good and will ship.

[kakotan]

Well i just sat here for 30 mins to in a queue to talk to someone in live chat only to have that time run out and say there is no one there to talk to , getting really pissed and even more worried now that my order might be screwed like that one other guys was screwed



Are they gonna have anyone in there tomorrow for me to even try to call and is the number toll free?

[Raltar]

In my experience pre-ordering games from the EA store(I pre-ordered ME2 from them, by the way) is that they won't actually take the money out of your account until your item is shipped. And the item pre-ordered never shows up in the order history. I was worried the first time I pre-ordered from them, but I used the online email question/problem thinger and, after providing the correct information, I was assured my order was still in process and would be shipped on time. It was a little nerve wracking, but it has been the same way every time since and I've never had issues. I do wish they handled it a bit better, though.

[kakotan]

Paolo: Hi, my name is Paolo. How may I help you?

: hi ya

: I been waiting 1 hour to talk to someone hope you can answer my questions

: you still there ?

: I have been haveing problem with the EA store and checking my order, there is alot of bugs on the EA store website

: When i finally got in the one time it said it had no order history for me, and I ordered Mass Effect 2 Collectors Edition the other day

Paolo: yes

Paolo: recent order history option is not available at the moment so you are unable to see on it

Paolo: Can you give me the code?

: well i have a order number and other ppl said they have been haveing problems with the EA store as well they said to try to live chat to check your order and make sure it was still in the EA computers

Paolo: I mean your order number

: Yes i have the code and when i give to you make sure it dsays Mass Effect 2 CE for xbox 360

: ********** (the number)

Paolo: This pre-order was successful. It will be shipped to you

: what day will it ship and when will i get a email saying it has shiped ?

: and what is wrong with your website i cant even use the support site cause Firefox and Internet Explorer says you guys have a bad certificate

Paolo: It may be shipped out after two/three days from release date.

: so it releases the 26th, what day would i get on give me idea please

Paolo: Yes

Paolo: may 28 or 29

Paolo: I mean may be

: oh gesh i was gonna say lol

Paolo: But its not a fix date.

: but i will get a email that it shiped and will the info be updated so i can see for myself on the customer service site ?

: So you know I am logging this conversation in case i have any further problems

Paolo: Yes you will get an e-mail from EA store and from UPS - Ground

: will it be updated on the customer service website or is that still screwed up ?

Paolo: It may be update late

: ok

: Ok another thing can you have this addressed on the Mass Effect 2 bioware website to the comunity that has bought the game off the EA store cause so far no one From EA has given us a ear or responce on whats up

: Or if you can tell me what is wrong maybe i can post it on the forums for others to see

Paolo: login to http://social.bioware.com

Paolo: You will find FORUM in third tab.

: Yes i know of it , so far no one from EA has responded to us on this issue

Paolo: This game is made by Bioware.

: I said can you tell me whats up with the website so I can let others on the Forums know what is wrong and everyone can stop worrying

Paolo: EA just publish the game

: No kidding and they are part of EA , Our problem is with the EA website not bioware

Paolo: of which site you are talking about ?\\

: the EA store its buggy , all the coustomer service stuff

: There is a certificate error everytime i go to log in for the customer service,

: we havent gotten a answer from any bioware mods or anyone from EA on the issue for 2 days now

Paolo: This is not bugs. We are trying to remove this option

Paolo: Or move in better option

: your trying to remove the Customer service option ? i dont even think you understand a thing im telling you

Paolo: I mean and move/give in better option

: So why the certificate error ? because you are changing things?

Paolo: certificate error ?

: cause chrome and firfox will not load your customer service site cause of bad or out dated certificate

: yeah security certificate error

: go to eastore, then to the customer service link then click on my account on firefox, internet explorer or chrome and they all say certificate error

Paolo: May be because we have not modified it

: well you need to soon cause ppl going there think ing aloso that EA has been hacked and they are being redirected to a differant site, cause thats the warning these browsers are giving

Paolo: We will do that

Paolo: we have receive about it before

Paolo: I apologize for inconvenience

: and maybe communicate with the peopl that have ordered this game or other games from your EA store website and let them know they may have problems checking on their order status bacause you guys are updateing

Paolo: Sure!

: ok thank you for your time and takeing care of my worrys , \\

Paolo: You are welcome

Paolo: It was pleasure chatting with you today. For your convenience and future reference, you will receive a detailed transcript of our chat by email.

[kakotan]

So like the others said, its fine just they are updateing their website, just they FAILED to tell us

[uglor808]

the eastore website is just broken, and i doubt ea is ever going to fix it. i had the same problem when ordering dragon age and would have to try multiple times to log in successfully (invalid login, certification error, etc..). when i did manage to log in, my order never showed up on my order history, so i shot an email to customer support asking what's going on and if my preorder went through. they told me they were experiencing technical problems and were trying to fix it. note that this occured way back in october, about 3 months ago, and apparently the problem hasn't been fixed. when they say they are "updating" or "experiencing temporary difficulties", its just a canned response, they told me the same thing in october. also, customer service operators aren't very knowlegable. i remember when i contacted them about the status of my dragon age order, the cs rep told me that my order was fine, and that i can download my game on launch date. this concerned me because i ordered the retail version, not the digital version so i had to contact them again to make sure they didn't screw up my order.

Modifié par uglor808, 23 janvier 2010 - 03:06 .

[DocSun]

Well with all this support I am hopping that the rep had absolutly no clue and that "they didnt receive payement" means they wont take it until it ships and Im still ok. I think Ill call again just in case to make sure... but damn they really gotta fix the way they handle customer support.

[kakotan]

WOOOT just loged into my email and i had the shipping email 8)

[Annora]

All of my copies were shipped out already, but I'd like to get the tracking for them.. but the EA Support site keeps getting this error when I try to log in:

The connection was reset

The connection to the server was reset while the page was loading.

* The site could be temporarily unavailable or too busy. Try again in a few

moments.



* If you are unable to load any pages, check your computer's network

connection.



* If your computer or network is protected by a firewall or proxy, make sure

that Firefox is permitted to access the Web.



So bloody annoying.

[Eradyn]

So...they still haven't fixed the security certification thing, eh? I ran into it a while back when trying to deal with my lithograph order. >.<*