Re: Refund?

From what I can tell in the warranty return, it only covers physical defects to the disk. 

It's not the disk that is broken, it's the literally unplayable game.They might as well have sold me a disk that just loads the BF4 menu.

Another update..

Conversation in full.  BTW, no better off.  Thanks EA!

Lalit: Thanks for contacting EA Customer Experience, my name is Lalit. How may I assist you today?

you: I'd like to know how I can go about obtaining a refund for Battlefield 4?

Lalit: I understand your concern. I will do my best to help you.May I know from where did you purchased the game.

you: Game in Sheffield

Lalit: May I know why you wish to get the refund for the game.

you: Because neither the single player campaign nor the multiplayer actually work

Lalit: John as it is a third party purchase you can contact the retailer from whom you have purchased the game.

you: I don't have issue with the retailer, I have issue with the game. I want EA to acknowledge the game is flawed and as a customer, I am entitled to a refund.

Lalit: I understand your concern. But the game can only be refunded if it falls within the refund criteria of EA's refund policy.

Lalit: As you have paid money to the retailer then he must be able to assist you regarding the issue.

you: Are you telling me that the game failing to function is not within this policy?

you: The retailer will laugh in my face!

Lalit: I apologize for the technical difficulties that you’ve been facing with the game.

you: Thank you. That has helped. Now, how do you intend to resolve my technical difficulties?

Lalit: We can try to troubleshoot the issues you are facing with the game.

you: The issues are that the campaign is resetting itself. This i believe to be a global problem. The multiplayer will not allow me to join any games as the servers are busy. The only resolution I see is to get rid of a malfunctioning game.

Lalit: John if you wish to get a refund of the game then please refer to below link

Lalit: Hope you find a solution for your issue

you: Which link do you mean?

Lalit: I am providin you the link, please wait

Lalit: https://help.ea.com/article/ea-uk-warranty-policy

you: Is there a contact address to whom I can write to voice my considerable concerns?

you: That link does not work.

you: I now have it open. Are you able to confirm the game is defective? In accordance with 90-day exchange or return.

Lalit: If you think that the game is defective you can return it to the warranty department.

Lalit: As soon as the copy reaches the warehouse your refund will be processed.

you: I am little concerned that you feel the physical game is faulty. My issue is with the actual game itself not the disc. The software is flawed not the hardware.

Lalit: Yes that is what I an trying to explain John, game can be refunded only if it falls within the refund criteria.

Lalit: the campaign issue is a known issue and our developer team ia already working on it

Lalit: And I hope it'll be fixed as soon as possible.

you: But the criteria do not include "game ceases to perform to basic standards". If I bought a car and it didnt work, I'd return it. This is the same situation

you: Can I have my money back whilst they work on it?

Lalit: Had it been possible, I would’ve definitely done it for you. But we do not have the tools to process your request.

you: Who in EA does?

Lalit: I can provide you the contact information of our Specialist Phone Support Team in UK, they have more authority and might have appropriate tool to process your request.

you: Can I have an address to whom I can write please?

Lalit: You can contact us via email

you: Can I have that address please? Likewise a physical address too.

Lalit: We don't have any address, you can contact us via email in the similar way as you contacted us on chat.

you: Will they be able to resolve the issue?

Lalit: Please select contact via email as the preferred option

you: OK. I will be in touch shortly.

Lalit: Would you like to get the contact information of phone support tem in UK.

you: Yes please

Lalit: Here's the contact information

Lalit: United Kingdom 0870 243 2435 English (UK): 9AM-9PM GMT, Monday through Saturday

Lalit: Hope our issue is fixed as soon as possible.

Lalit: I apologize for not being able to give you an immediate solution.

you: Me too!

Lalit: I appreciate your patience and cooperation

Lalit: It was wonderful assisting you. Thank you for being so kind.