Day 8 …its been 8 days …still trying to remain calm, respectful, tolerant and understanding
I’m sure you will tell us on a need to know basis…but the customer service side guys sorry but it stinks
Trying to imagine the uproar if this happened on a European or US server …your lucky we are so placid…
"As discussed on chat, the third party team are still working on the issue. I am sorry a refund is not available for any time lost during this time but we promise to add the days back when it has been resolved.
If you wish to cancel your server subscription, this is also is non-refundable"
if you paid by cc for your server then contact your bank as they are breaching Australian Consumer Laws by saying it is non refundable which conflicts with their written policy specific for AU region which I post a link earlier in this thread
Electronic Arts Australia Support Hotline: 1800 894 823 > > > > > > > > >
Operating hours from 9am - 6pm AEST Monday to Saturday.
Closed on National Australian Public Holidays.
Calls charges from mobile and public phones are higher.
We are entitled to call this number to seek a refund this is our right as Australian consumers, it’s gone past the point of no-return Braddock512, people are fed up and want their money back. Regardless of many times you repeat you are working on the problem and there is no update available, now you are admitting this “help line is not authorized to provide a refund” is actually breaching your undertakings to the ACCC on 28/4/2015-- link provided below from ACCC website.
Under the terms of the undertaking, EA has agreed to implement a consumer redress program. Any consumer who purchased a faulty video game through Origin after 1 January 2012 and wishes to seek redressshould contact EA to have their claim assessed or, where they have already been denied a refund or remedy by EA, have their claim reassessed in accordance with their statutory consumer rights under the ACL.EA will set up a 1800 complaints number, an email address and a post office box to handle customer complaints and enquiries. This is where Australian’s should contact for a refund in the first instance. (Number is above but there is no email address or PO Box number provided which is also a breach of their ACCC undertakings.
That is incorrect Braddock512, Australian EA customers have their own region specific refund policy as per undertaking with our ACCC consumer Watchdog (more below) I am surprised you weren’t aware of this as EA has made certain undertakings that you would amend their terms and conditions to comply with the Australian Consumer Law; and implement and maintain an Australian Consumer Law Compliance Program, implement andmaintain an Australian Consumer Law Compliance Program, with particular measures for risk assessment, complaints handling and staff training. Maybe you missed out on that staff training that EA promised to provide??
This is the correct link Braddock512 should be supplying in order to comply with EA’s undertakings to ACCC our consumer watchdog.
EA have a registered office in Australia by ASIC and therefore must comply with our Australian Laws. details below
Name: ELECTRONIC ARTS PROPRIETARY LIMITED
ACN: 003 367 824
ABN: 20 003 367 824 (External Link)
Previous state number: 40301542
Previous state of registration: New South Wales
Registration date: 7/09/1987
Next review date: 7/09/2018
Former name(s): ENTERTAINMENT AND COMPUTER PRODUCTS PTY LTD, IDAMENEO (NO 212) PTY LTD
Status: Registered
Type: Australian Proprietary Company, Limited By Shares
Locality of registered office: SYDNEY NSW 2000
Regulator: Australian Securities & Investments Commission
The world’s third largest publisher and developer of video games, Electronic Arts Inc and related companies, EA Swiss Sàrl and Electronic Arts Proprietary Limited (together, EA), who run the Origin video game distribution service have provided a court enforceable undertaking to the Australian Competition and Consumer Commission. In the undertaking, EA acknowledged that representations it made to consumers about their rights to refunds and the application of the Australian Consumer Law (ACL) consumer guarantees were likely to have breached the ACL.
EA will also:
amend their terms and conditions to comply with the Australian Consumer Law; and
implement and maintain an Australian Consumer Law Compliance Program, with particular measures for risk assessment, complaints handling and staff training.
The undertaking is available in full on the ACCC’s public register.
Additionally, EA has undertaken for a period of three years that it will not make any representation to an Australian consumer that: EA has a ‘no refunds’ policy for games purchased through Origin that excludes any right to a refund under the Australian Consumer Law; and/or Australian consumers are not entitled, under any circumstances, to a refund for games purchased from Origin.
EA is clearly breaching this legal undertaking with the ACCC and I encourage those affected to lodge a complaint with the ACCC
The last week and a bit the servers would crash after a round started and we’d get about 30ish odd players…today they are crashing before a round even starts when we have around 9/10 aside…
I’d love to know exactly what “adding the days back” means. I’m assuming they’re talking about Origin Access days? Which does nothing for the majority of players I know. If you bought the game outright like most people, then “adding the days back” is meaningless. As others have said, file a complaint with the ACCC.
Then how hard is it to pick up the phone, open a chat, walk over to someones desk, shoot off an email and simply ask what is the problem?
You do realise all people want is some form of information. Even a simple “we have identified the issue” would be enough to keep people satisfied for a few days at least.
Instead all you are doing by giving out these vague statements is adding fuel to the fire. The standard “we are aware of an issue and are working on it” garbage statement isn’t enough after 8 days of this game breaking problem. We all know there’s an issue ffs, we’ve been experiencing it for over a week now!!!
We’ve paid for a product/service and we want to use it!
It’s time someone actually came forward with some substance rather than vague borderline idiotic statements pointing out the obvious.
I have just contacted the Aussie EA support number and selected the “warranty” option and spoke to UMAR based in INDIA, who has agreed to refund total price paid in AUD $163.98 that I paid for this game and premium pass. You may or may not see me playing this game in future. It will take up to 10 calendar days for refund to be processed to my PayPal account. I recorded full conversation , also have email confirmation and Case Number. I mentioned ACCC Undertakings in my discussion with UMAR and that the game has a MAJOR FAULT. i.e cannot sustain a connection to their EA servers and that the game is UNPLAYABLE. In the meantime I will be back playing BF4 see you on the battlefield, just not BF1 anymore
Thank you for contacting EA help, this is Umar. I came across your refund request
that will be refunded to your paypal account fort the two transactions
DESCRIPTION QTY CURRENCY AMOUNT
Battlefield 1 Premium and Deluxe Upgrade Bundle - PC - WW (Origin)
(FULFILLED) Amount : 53.99 AUD
Battlefield 1 Deluxe Edition Pre-order - PC - RoW (Origin/3PDD) (FULFILLED)
Product: Battlefield 1 Deluxe Edition Pre-order - PC - RoW (Origin/3PDD)
AUD 109.99
Both the transactions will be refunded as per ACCC policy, the case is being sent
to the specialist for manual refund.
“I can see that the servers of your game is up and there is no fault however the link you have shared is not be accessed by us”
I understand that its not this persons fault at all, but this issue has even been made aware to EA support staff.. Where are the reports of this issue going?
I didn’t have any problem your choice-YMMV but if you stick to what I said then you shouldn’t have a problem. Umar said he is aware of the ACCC undertakings.
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