31 réponses à ce sujet

[LiQiCE]

Not sure what happened but when I downloaded the Cerberus Network DLC for Mass Effect 2, I was charged 1200 MS Points!  The DLC window said it was supposed to be free, but when I checked https://billing.microsoft.com/ it clearly shows I was charged 1200 MS Points!

I called Microsoft tech support to complain but they said they had to review my complaint and couldn't guarantee a refund!

1200 MS Points is $14.99!  I didn't sign up to pay $75 for this game.

Really turned off on this game by this debacle that is the DLC for ME2.  Would have been so much easier if things could just be done normally in Xbox Live Marketplace.
 

[IMSmrt]

You should be able to download the Cerberus Network for free by using the activation code on the card you got in your game case. The reason there is a version that you can pay for is so after the game has been out a while, people who buy the game used still might want to access the down-loadable content.

[VonZinzer]

You can still download it using Marketplace once you've redeemed the code, and it still will charge you. An oversight on someone's part, I assume.

[CougarBigWood]

I was also charged 1200 points. Sat on hold with Microsoft for 45 minutes, was transferred to three different reps, including an "escalation specialist". After all that, they told me a manager would call me back within 48 hours. not sure all of this is worth the $15 they charged me.

[SwordofWhedon]

You didn't follow the instructions on the card. That's why you're having the problems

[skelzer]

This is NOT okay!

Think about it... this happens to enough people... only a few actually know where to go to complain hard enough... EA+MS come out with a huge amount of extra $$.

This equates to losing a seat because of an "over-booked plane"... or call centers that intentionally confuse you with endless call trees and hold times, hoping you'll give up.

Confuse ME2 buyers with 3 different places to register for accounts (xbox, bioware, EA), require online access, use a busted key validation tool, and conveniently leave the Cerberus DLC behind as a download for new buyers that don't know better... all in the name of wiping out the used-game reseller market.

It's taken me HOURS to try to get my multiple DLC issues resolved... this is nuts!!!

Oh yeah, and thanks for the heads up on the busted ME1 import too.
I didn't choose to  get a Red Ring of Death surprise... and now, thanks to Microsoft's hardware-locked DRM, I can't import my ME1 profile. 
Yes, you knew about this.  Yes, you chose to leave this little detail out when you hyped the feature.

So..... how many people were impacted with the RROD??? Something like 50+%!!??
If you can't deliver, why not save us from the hype?
Nice one.

I've been a huge BioWare fan since MDK2, Baldur's, Neverwinter, KOTOR, ME1.
This unethical extortion has COMPLETELY changed my opinion of your company.

No, I will not go out of my way to introduce your games to others.
Yes, I will continue to play them for now... but you can ask someone else to be your fanboy.

Apologies to all the devs that put their sweat/dreams into this game, your hard work is recognized.
My suggestion:  go work somewhere else.

PS - you delete this post, I repost in 50+ outside forums.

Goodbye.

Modifié par skelzer, 27 janvier 2010 - 05:46 .

[VonZinzer]

skelzer wrote...

This is NOT okay!

Think about it... this happens to enough people... only a few actually know where to go to complain hard enough... EA+MS come out with a huge amount of extra $$.

This equates to losing a seat because of an "over-booked plane"... or call centers that intentionally confuse you with endless call trees and hold times, hoping you'll give up.

Confuse ME2 buyers with 3 different places to register for accounts (xbox, bioware, EA), require online access, use a busted key validation tool, and conveniently leave the Cerberus DLC behind as a download for new buyers that don't know better... all in the name of wiping out the used-game reseller market.

It's taken me HOURS to try to get my multiple DLC issues resolved... this is nuts!!!

Oh yeah, and thanks for the heads up on the busted ME1 import too.
I didn't choose to  get a Red Ring of Death surprise... and now, thanks to Microsoft's hardware-locked DRM, I can't import my ME1 profile. 
Yes, you knew about this.  Yes, you chose to leave this little detail out when you hyped the feature.

So..... how many people were impacted with the RROD??? Something like 50+%!!??
If you can't deliver, why not save us from the hype?
Nice one.

I've been a huge BioWare fan since MDK2, Baldur's, Neverwinter, KOTOR, ME1.
This unethical extortion has COMPLETELY changed my opinion of your company.

No, I will not go out of my way to introduce your games to others.
Yes, I will continue to play them for now... but you can ask someone else to be your fanboy.

Apologies to all the devs that put their sweat/dreams into this game, your hard work is recognized.
My suggestion:  go work somewhere else.

PS - you delete this post, I repost in 50+ outside forums.

Goodbye.

Bioware didn't click the button that said "yes, spend 1200 MS points for something that was provided free in the packaging". Maybe you should read before you scroll through the list of DLC spamming "A".

[JrDr1218]

VonZinzer wrote...

skelzer wrote...

This is NOT okay!

Think about it... this happens to enough people... only a few actually know where to go to complain hard enough... EA+MS come out with a huge amount of extra $$.

This equates to losing a seat because of an "over-booked plane"... or call centers that intentionally confuse you with endless call trees and hold times, hoping you'll give up.

Confuse ME2 buyers with 3 different places to register for accounts (xbox, bioware, EA), require online access, use a busted key validation tool, and conveniently leave the Cerberus DLC behind as a download for new buyers that don't know better... all in the name of wiping out the used-game reseller market.

It's taken me HOURS to try to get my multiple DLC issues resolved... this is nuts!!!

Oh yeah, and thanks for the heads up on the busted ME1 import too.
I didn't choose to  get a Red Ring of Death surprise... and now, thanks to Microsoft's hardware-locked DRM, I can't import my ME1 profile. 
Yes, you knew about this.  Yes, you chose to leave this little detail out when you hyped the feature.

So..... how many people were impacted with the RROD??? Something like 50+%!!??
If you can't deliver, why not save us from the hype?
Nice one.

I've been a huge BioWare fan since MDK2, Baldur's, Neverwinter, KOTOR, ME1.
This unethical extortion has COMPLETELY changed my opinion of your company.

No, I will not go out of my way to introduce your games to others.
Yes, I will continue to play them for now... but you can ask someone else to be your fanboy.

Apologies to all the devs that put their sweat/dreams into this game, your hard work is recognized.
My suggestion:  go work somewhere else.

PS - you delete this post, I repost in 50+ outside forums.

Goodbye.

Bioware didn't click the button that said "yes, spend 1200 MS points for something that was provided free in the packaging". Maybe you should read before you scroll through the list of DLC spamming "A".

I second this

[CougBigWood]

well, i know in my situation the XBox Live Markeplace DEFINITELY said FREE. I was then charged 1200 MS points after it had downloaded. That was the point I kept trying to convey to the MS representative on the phone. Oh well.



In the end, I'm only out $15. Even if I get my money back once the "escalation specialist" calls me back, it still wasn't worth the hour I spent on the phone.

[grucifer]

Pretty sure the card said use your code online and then when you log onto xbox live you'll already be set with the Cerberus Network running.



No reason to go into the Live Marketplace and "download it"

[LiQiCE]

CougBigWood wrote...

well, i know in my situation the XBox Live Markeplace DEFINITELY said FREE. I was then charged 1200 MS points after it had downloaded. That was the point I kept trying to convey to the MS representative on the phone. Oh well.

In the end, I'm only out $15. Even if I get my money back once the "escalation specialist" calls me back, it still wasn't worth the hour I spent on the phone.

This is exactly what happened to me, it said FREE, and I clicked download it only because it said FREE, and then I was charged 1200 points!  Lets hope Microsoft will be reasonable and offer refunds here.

I also spent over an hour on the phone -- and while its frustrating, I'd be much happier with that hour wasted if I got my 1200 points back.

Glad I'm not the only one this happened to -- makes me feel less crazy

[eagl3 3ye]

I guess I'm lucky that I use a different account from my main to buy stuff. So I got my "gameplay" account with 0 balance where I redeem & download free stuff, then there's my "wallet" account where there's MS point in it to buy stuff.



You can never be too careful on everything.

[LiQiCE]

Nice, I got a call back from Microsoft tonight -- they say "EA is aware of this problem, you should call them" -- Exactly how is EA going to refund me my 1200 Microsoft points? I asked him if I called EA exactly how could they help me, and all he could say is "EA is aware of the problem". He couldn't answer how EA would be able to refund my Microsoft points. Horrible.



The escalation agent was useless -- he was reading from a script and was completely useless. I asked to speak to a manager and he said the manager was busy but would call me back sometime tonight.



If the supervisor doesn't call me back or doesn't help, I am going to email the Consumerist ( http://www.consumerist.com ). I recommend that everyone having this problem also email them and get them to post an article about this -- I guarantee if we make a big enough stink, Microsoft will refund our points.



As an aside, on the first planet (Freedom's Progress) - I managed to get the game to get stuck in a loop. When the first flying Mechs attack, one of the Mech's flew into the air and disappeared -- my squad continually kept shooting into the air, to kill the last Mech but it wouldn't die. The next door to continue the map was locked -- so I had to restart.

[mobius160]

Ummm... you activate the cerberus network through the main screen of the game..... Why would you use the marketplace? Also why would click on the cerberus network after you've already gained access to it already?

[LiQiCE]

The marketplace popup window was during the game.  The game prompted me to install Cerebrus network, I said "Yes" then a Marketplace popup window came up to download the add-on and it said the price was "FREE".

Hope this makes sense.

Also, the supervisor, her name is "Rome" called me back and she finally admitted that EA couldn't help me, and she said she would re-escalate the issue.  Any other folks having this same problem -- make sure you don't let them have you call EA and wait on hold -- make sure they re-escalate the issue!

mobius160 wrote...

Ummm... you activate the cerberus network through the main screen of the game..... Why would you use the marketplace? Also why would click on the cerberus network after you've already gained access to it already?

[For Humanity]

LiQiCE wrote...

The marketplace popup window was during the game.  The game prompted me to install Cerebrus network, I said "Yes" then a Marketplace popup window came up to download the add-on and it said the price was "FREE".

Hope this makes sense.

Also, the supervisor, her name is "Rome" called me back and she finally admitted that EA couldn't help me, and she said she would re-escalate the issue.  Any other folks having this same problem -- make sure you don't let them have you call EA and wait on hold -- make sure they re-escalate the issue!

mobius160 wrote...

Ummm... you activate the cerberus network through the main screen of the game..... Why would you use the marketplace? Also why would click on the cerberus network after you've already gained access to it already?

You know re-escalate doesn't mean anything right?

[LiQiCE]

Well, For Humanity -- what would you recommend I do? I am planning on writing an email to Major Nelson and Consumerist as well. But I am hoping that perhaps the escalation team will understand my problem better after I explained it again to a Supervisor who seemed to understand my issue better.

[LiQiCE]

I did a live chat with EA Support just to make sure and they said to call Microsoft like I suspected. So I still think the best way to resolve this issue is to have Microsoft try and resolve it. I made sure Microsoft noted in their file that I contacted EA as requested and they could not help me and told me Microsoft needed to resolve the issue.

[smudgedhorizon]

Absolutely shocking. Really hope you get this sorted out.

[CodeWarMonkey]

I got a call from Microsoft today stating that they are waiting on EA to determine a resolution to this issue. They suggested to call EA. Is it worth the time or should I wait to hope this issue gets resolved some time soon?

[TheNecroFiend]

I'm not surprised this screw up happened. Most games have you go through XBL to get downloads. So it's only natural for someone to check the XBL downloads. There is no reason to suspect that if it says the download is free, that they will charge you. I don't understand why 360 gamers have to jump through hoops and register with some outside party just to get their downloads. For the people bagging on the OP your missing the point, it said "free download" at the time. And EA has admited to the screw up, so clearly they were in the wrong.

[Stoko981]

I'm guessing that's what that patch they released a couple of days after release was for. When the Cerberus Network first use screen came up for me, it wasn't a Yes or no, it had three options. Redeem A Code, Buy Access or Cancel. Presumably the Buy Access would have led to the 1200 points transaction screen, but the Redeem A Code option was nothing to do with that.



Although one thing that does annoy me a little is that I still have the option to buy access. If I use the guide button midway through play, say to check my achievements, it's advertised for purchase. It's a 156KB download. It'd be nice if by redeeming my code, it registered as me having got that little download, rather than offering it for purchase still. Doesn't really matter, I know, but it's still annoying.

[LiQiCE]

I don't see how EA can resolve this problem unless they plan on mailing checks to everyone for $14.99 -- I think this solely lies on Microsoft's shoulders to fix as they are the only ones who can refund Microsoft points. I am still waiting on a call back with a resolution or an actual update to my issue -- as soon as I get an update I will post it -- hopefully with a solution.

[LiQiCE]

Very interesting.  Thanks for that tidbit of information -- when I played the game it definitely did not give me this option (but this was before the patch).  So obviously they realized at the very least that people were not realizing to use the code to redeem Cerberus Network.

But hopefully this means that EA was trying to fix the problem we've experienced and that there will be a resolution for those of us effected by the issue soon.

Stoko981 wrote...

I'm guessing that's what that patch they released a couple of days after release was for. When the Cerberus Network first use screen came up for me, it wasn't a Yes or no, it had three options. Redeem A Code, Buy Access or Cancel. Presumably the Buy Access would have led to the 1200 points transaction screen, but the Redeem A Code option was nothing to do with that.

Although one thing that does annoy me a little is that I still have the option to buy access. If I use the guide button midway through play, say to check my achievements, it's advertised for purchase. It's a 156KB download. It'd be nice if by redeeming my code, it registered as me having got that little download, rather than offering it for purchase still. Doesn't really matter, I know, but it's still annoying.

[Vigor Mortivore]

This is the typical Microsoft slogan: No Refunds!

Keep your code, receipt and every other evidence ready to proof you are the victim in this case.