EA Bans Users for Asking for Refunds

[lapan]

Yay out-sourced CSR reading from a script. Just try to get another one to help you out, or better yet call.

Every time I see one of those it's better to call.

If issues like this keep happening it's maybe, just maybe, time to hire a new support team. EA keeps getting bad PR from their online support.

 

[Per Kaas]

And no one was suprised...

 

[Monsterfurby]

Way to misinterpret the entire thing, OP.

EA bans users for forcing refunds, i.e. requesting returns of billing made to their credit cards / accounts, which may not be exactly flexible business practice but not nearly as diabolical as you make it out to be. The system used is meant to prevent fraud, but people use it to circumvent EA's refund policy, which is quite clearly something any company would take action against. Chill.

 

[ResonanceSD]

Lol, all the EA hate which is completely unjustified.

Try running a chargeback on a steam game and see what Valve do to you.

 

[Cecilo]

You don't get a ban actually. You can't buy anything new until Valve and you work it out but they do not ban you.

 

[TallanKhan]

Adrian: I am sorry for any inconvenience that this has caused. I can offer you a 15% off coupon from Origin with your next purchase.
Adrian: I am sorry, but I can not offer you a refund.
you: Why can't you offer me a refund?
you: Your product is defective
Adrian: Return Policy
you: I can call my bank and have the refund done that way.
Adrian: I can offer to assist you with any trouble shooting issues.
you: Why can Amazon users get refunds but I can't?
Adrian: That is understandable, but I must inform you that if you choose to dispute it, your account will be banned.
Adrian: I am sorry, but I can not speak on another company's policy.
Adrian: Now this just released.
you: I am at a loss of words
Adrian: So the servers are having issues, with more servers opening up as other countries release then we will show these issues resolving themselves.
you: Yes, but it is not capacity demand I am debating
Adrian: I can understand this causing frustrations and I do apologize for this.
you: Your servers are not the issue
you: The game/back end is
you: "Game updates" are not an excuse to hide behind
Adrian: I am sorry, but I am not able to process a refund.
Adrian: Is there anything else that I can assist you with?
you: You were offering refunds according to your press release!!!!
you: In response to the launch day trouble Hatam said " If you regrettably feel that we left you down, you can of course request a refund for your order at http://help.origin.com/contact-us , though we are currently still in the process of resolving this issue. "
you: Why lie??
you: I have done nothing wrong in expecting what is quoted.
Adrian: That is correct, that this is where you can request a refund, but as our policy is stating it is also the our discretion to process a refund.
you: http://forum.ea.com/eaforum/posts/list/210/9330019.page#top
you: Process a refund.
Adrian: As I stated before, we are not able to offer a refund.
Adrian: Is there anything else that I can assist you with?
you: This chat text goes viral.
you: Thanks

At the end of the day EA announced that they were offering refunds and directing people to the taxt chat, a route the customer went down, only to be told something contradictory. The service rep then refused to process the refund. To start with that customer service rep broke the law, because anyone refusing a refund has to give a valid reason (their policy that refunds are discretionary is superceeded by consumer rights law) or, where they are not able to offer a refund or give a reason, refer the person asking for a refund to someone who does have that authority. Its all very well saying don't blame the CSR but "Adrian" was at least as much at fault as EA in that instance.