Forum Discussion

strazaq's avatar
strazaq
6 years ago

Support doesn't want to help with Battlefield V refund

Hello, I bought Battlefield V PC through the official european EA store website exactly a week ago. Due to the relatively slow connection with the Internet, I've been downloading the game for about ...
iluminatethesky's avatar
iluminatethesky
Legend
6 years ago

Hey @strazaq

Sorry to hear about this issue you had with Support.

Do you happen to have the Case Number(s) that you were given when you contacted them?

Thanks 🙂

- iluminate

strazaq's avatar
strazaq
6 years ago
@iluminatethesky I do. It's 55295336 and 55297430. I already told them that I'm not going to buy anything from EA in the future. If they treat customers like this they won't get my money anymore. I have quite big Origin games collection and never asked for a return before. It's my first time with an awful result. That's great method to lose clients.

BTW why do you need those numbers? Is there anything more to do with this case to get my money back? I thought about Visa chargeback and wanted to contact my lawyer next week as a last resort.
  • iluminatethesky's avatar
    iluminatethesky
    Legend
    6 years ago

    @strazaq

    I understand that it's really frustrating, but thank you for the Case Numbers.

    I'll raise this up, and see if someone can assist you with this 🙂

    - iluminate

    • strazaq's avatar
      strazaq
      6 years ago
      @iluminatethesky Thanks. I would be very suprised after my today's experience with EA Support but please try your best. They just keep repeating that they're willing to help but their system and policies don't allow them to. To me it's that they just don't want to or don't know how to.
      • iluminatethesky's avatar
        iluminatethesky
        Legend
        6 years ago

        @strazaq

        You're welcome 🙂

        I did let them know about this issue you're experiencing, so hopefully we'll hear something back soon.

        - iluminate

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hey @strazaq, sorry to see that you are having issues. If the game is eligible for a refund under the Great Games Guarantee then the option to refund it should be there.  To test that it is all working as it should, I tested the GGG with a game I purchased yesterday and was able to apply for a refund on it under the GGG so it appears to be working. That you are not seeing the option for a refund may mean that you are outside the criteria for a refund under the offer: https://help.ea.com/en/help/account/returns-and-cancellations/

    As you have spoken with our live support and they have advised you that the purchase is not eligible for a refund then I'm sorry to say that there is nothing that we can do on AHQ to change this as we are unable to assist with any account or billing issues on AHQ. If you believe that you were misinformed and you are in fact eligible for a refund, then please make another case to speak with and explain the issue in as much detail as possible to the adviser. 


    Darko

    • strazaq's avatar
      strazaq
      6 years ago
      @EA_Darko I'm not going to waste my time anymore and argue with another consultant. I will ask my lawyer for help and we will do it the official way through the court of law. Anyway, you have lost a valuable customer. I will also let all my friends know how you treat your clients.
      • strazaq's avatar
        strazaq
        6 years ago
        @
        I have just received another answer, this time on Twitter. Nobody wants to help me and I have not received any explanations. All that EA has to say is "You're not eligible". I don't know why, I don't know if it's normal, I will not get any contact to supervisor/manager/etc. Nobody listens, nobody reads what I have to say, nobody thinks there. They just hired human-bots who keep repeating, repeating, repeating... People who can think probably never looked for a job in EA. That's just sad.

        Their response on Twitter:
        "Hi there, I appreciate you are looking for a refund on a game you bought, checking on the case it appears you are outside of the refund eligibility for the great games guarantee. As mentioned on the forum The fact you are not seeing the option for a refund may mean that you are outside the criteria for a refund under the offer: https://help.ea.com/en/help/account/returns-and-cancellations/ I am sorry for any frustration caused, but we are not able to refund you in this case. -Paul"

        People, remember. DON'T buy Battlefield V. This game is s&%t and you can't return it after purchase. "YOU'RE NOT ELIGIBLE." From now I will keep my money away from EA, that's for sure. I recommend you do the same.

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