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[DO] EA Refusing Refunds Over Simcity. - Page 45  

post #441 of 668
Quote:
Originally Posted by SectorNine50 View Post

I think the biggest issue, and the cause of the scramble to get refunds, stems from the realization of everyone's fears when it comes to always-on DRM. It would be different if just multiplayer was down.
The thing is there's no clear line between multiplayer and single player with the way the game is designed. Even if you have a completely private region with only yourself in it (Like how I've got a 5-city region to myself atm), the game treats it no different from 5 individual players. Single player regions aren't really single player after you create a second city, at least from how the engine looks at it.
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post #442 of 668
Quote:
Originally Posted by moocowman View Post

That's not something they could get away with. They would probably offer you a refund AND give you a free game for your troubles. EA really isn't as evil as people make them out to be..

From the OP in this thread.



From EA's chat support.


This guy requested a refund, was denied the refund, and was threatened to get his account banned if he did a chargeback.
Quote:
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.

Can't argue with facts.

The only reason they are offering the FREE game, is to counter all the negative backlash they are getting.
Edited by 2010rig - 3/11/13 at 12:09pm
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post #443 of 668
Quote:
Originally Posted by ejb222 View Post

Dude huge difference between natural disaster and "oops we underestimated the server load' I managed a restaurant, I certainly didn't tell the customer it wasn't my fault I can't serve them chicken because I didn't expect so many customers. That is literally blaiming the customers. BAD BUSINESS.

I can see it now.
Customer - "Yeah, I'll take the chicken marsala, that you advertised on tv...looks good"

Server - "well, we are out. Unfortunately too many of you customers came in here and ordered it so too bad"

Customer - "I'm sorry, I didn't realize I was to blame"

Server - "You know, just because we advertise it doesn't mean you'll get it. I know we said we carry it and it's out biggest selling point, but seriously you shouldn't expect to be able to order it just because we said so."

Customer - "yeah you're right, who was I to expect real integrity any way"

actually... it does relate, just on a different scale of HOW it affects people...

when the levy's broke in New Orleans, the KNEW those things would not hold up under the kind of surges that could happen on the coast... so when the right set of circumstances hit, they broke...

The issue with the servers is irritating, but i feel like Maxis is doing everything they can to alleviate the issue, and that is really all i ask for. Since everything was working friday-sunday, i played until my eyes bled... i can honestly say that the extra few days of waiting, were completely worth it.

Another note, i have been part of NUMEROUS game launches that went far from smoothly... not a SINGLE one of those ever offered ANY kind of compensation, for my troubles... not even the ones who charge a sub fee, on top of the initial game price.
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post #444 of 668
Quote:
Originally Posted by 2010rig View Post

From the OP in this thread.



From EA's chat support.


This guy requested a refund, was denied the refund, and was threatened to get his account banned if he did a chargeback.

Can't argue with facts.

The only reason they are offering the FREE game, is to counter all the negative backlash they are getting.

I'm talking about if the game was actually defective and they couldn't fix it. Not just some server issues that get fixed a couple of days.

Also, charge-backs are a no-no in most situations. I'm pretty sure most companies react negatively towards them.
post #445 of 668
It's absolutely unacceptable that you tell a paying customer "Sorry, we refuse to give your money back, even though you can't use the service when you want to, and oh, if you dare be so forward as to lodge a dispute with your bank, and they decide in your favour and take your money back, we'll ban your account and you will not have access to any other game you payed for." I'm sorry there is no possible way to justify this type of behaviour.
post #446 of 668
Quote:
Originally Posted by ejb222 View Post

Quote:
Originally Posted by Stealth Pyros View Post

Actually rather solid. Just as your power provider can't be held responsible for a natural disaster disrupting your service, EA shouldn't be held responsible for the storm of customers flooding their servers and disrupting the servers for others. (See what I did there eh eh? Dat pun). They're giving a free game without any obligation to do so. It just takes a little common sense to realize what goes on behind the scenes. It's not just as easy as saying "Oh we have 5 million pre-orders so we need X type and amount of server hardware!" Yes. Pre-loading the game would have probably eased the stress on their servers. Yes. A bigger, more public beta might have given them a better idea as well. Both coulda/woulda/shoulda scenarios, or water under the bridge.

Dude huge difference between natural disaster and "oops we underestimated the server load' I managed a restaurant, I certainly didn't tell the customer it wasn't my fault I can't serve them chicken because I didn't expect so many customers. That is literally blaiming the customers. BAD BUSINESS.

I can see it now.
Customer - "Yeah, I'll take the chicken marsala, that you advertised on tv...looks good"

Server - "well, we are out. Unfortunately too many of you customers came in here and ordered it so too bad"

Customer - "I'm sorry, I didn't realize I was to blame"

Server - "You know, just because we advertise it doesn't mean you'll get it. I know we said we carry it and it's out biggest selling point, but seriously you shouldn't expect to be able to order it just because we said so."

Customer - "yeah you're right, who was I to expect real integrity any way"

Yea no.

Out of stock is nowhere near relevant to having technical issues, nor do I see how the restaurant in your example was even blaming the customer...

A more relevant example would be for the restaurant's rotisserie/oven to be broken and they currently just can't serve you the chicken. It's out of their control, they're sorry for the inconvenience. So many people came in for the chicken that their ovens exploded. If you're willing to wait a few days and come back, they should have everything straightened out so you can get your chicken. wink.gif If they offered a pre-order discount special for their new chicken and disclosed that it depended on everything in their fine restaurant running sufficiently to provide that chicken, their ass is covered, much like EA's is with their Origin agreement. If the restaurant is giving the customer an IOU plus an additional free meal voucher to use in the future, they're making a rather good faith effort to resolve the issue in the relationship. The Better Business Bureau would be pretty confident the business is within their rights. Especially considering EA have pretty strong, damning evidence that the game is working just fine, but they are just having some server issues that they're working on. The X million cities that are out there in the game would like to speak for them. wink.gif
Edited by Stealth Pyros - 3/11/13 at 12:32pm
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post #447 of 668
Quote:
Originally Posted by moocowman View Post

That's not something they could get away with. They would probably offer you a refund AND give you a free game for your troubles.

Why not? They're getting away with this. Where else would something like this work? You buy a product that does not work (does not perform its primary function) when you go home and open the box. Then when you take it back the seller says "No refund. Just let us keep your money and go home and wait until we fix it." That's unacceptable in any transaction. We're not talking about minor graphics glitches here. Give a replacement or give the money back, because otherwise why are they holding onto the money as if it's a preorder.
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post #448 of 668
Quote:
Originally Posted by Faraz View Post

Quote:
Originally Posted by moocowman View Post

That's not something they could get away with. They would probably offer you a refund AND give you a free game for your troubles.

Why not? They're getting away with this. Where else would something like this work? You buy a product that does not work (does not perform its primary function) when you go home and open the box. Then when you take it back the seller says "No refund. Just let us keep your money and go home and wait until we fix it." That's unacceptable in any transaction. We're not talking about minor graphics glitches here. Give a replacement or give the money back, because otherwise why are they holding onto the money as if it's a preorder.

What exactly do you presume they're getting away with right now? The game works. Millions are playing it. If you were patient enough on launch day you eventually got into the game and played for hours. Your demand of "giving a replacement" is essentially them improving their servers to make it easier for you to play... and businesses have every right to work to resolve the problem before resorting to giving you a refund, and this is especially the case when it is entertainment software we're talking about.
Edited by Stealth Pyros - 3/11/13 at 12:43pm
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post #449 of 668
Quote:
Originally Posted by Faraz View Post

Why not? They're getting away with this. Where else would something like this work? You buy a product that does not work (does not perform its primary function) when you go home and open the box. Then when you take it back the seller says "No refund. Just let us keep your money and go home and wait until we fix it." That's unacceptable in any transaction. We're not talking about minor graphics glitches here. Give a replacement or give the money back, because otherwise why are they holding onto the money as if it's a preorder.

People didn't even give them a chance to fix the problem before asking for a refund. The moment people saw the servers were acting up, they cried for a refund. If they can't fix the problem (which it appears that they did) then you deserve a refund and it's likely that they would give you a refund in that case.
post #450 of 668
Actually, depending on the country, the customer has every right to ask for a refund within 7 days, especially when the product is not working the way it was supposed to. EA's own internal polices can't just over ride the laws of countries like their some sort of world authority.
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