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951Evolution's avatar
951Evolution
5 years ago

I can’t buy packs in hut

Product: NHL 21
Platform:Microsoft XBOX One
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I went to the store to purchase packs with coins.
What happens when the bug occurs? The limited edition Halloween packs simply say “pack unavailable” which is simply not true
What do you expect to see? I expect to be able to buy the limited edition packs with coins
Was the issue in online or offline mode? Online
Insert Game Mode or Feature here HUT hockey ultimate team
What time did you see the bug? (HH:MM AM/PM) 11:51 AM
What is your time zone? EST (IET) - GMT - 5:30
What is your gamertag/PSN ID? Ev0LuT10nS 8D
PS4 Crash Reporting: Please copy the text you put in the crash report here. None
EASHL issues? Please insert your Club Region. None
What is your game language? English

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please let me spend my money ea I need this 90 overall.

18 Replies

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  • jkirew's avatar
    jkirew
    5 years ago
    @jkirew @951Evolution also looks like the post I submitted last Friday that they requested me to post is no longer appearing in this forum. I can't find it anywhere but posted it Friday 11/6/20 in the afternoon like they told me to....Did EA delete it? absolute garbage hiding posts they told me to post to see how the community responds with similar errors....

    I have an email confirmation showing me I posted for the first time. Would love to go back to it an review it. Wonder if they are afraid of a class action lawsuit for false advertising. If only they just helped the customers who need it when they are in the wrong. It's not hard to make things right, but they seem to be against doing what is right as a business.

    Here's a screenshot to the landing page where my original post was made last Friday that they removed from being visible to the community. Unreal. Had to go back into my history to find the link to where i posted it in the forum and I get the attached screenshot. Maybe I should start by looking into litigation...
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @jkirew 

    Posts are removed when they break the rules that are listed here. Also, the pack limits are visible. Here's my post from the previous page:

    That message means you've hit the pack limit. You can see the limits by going to the main HUT screen. Cycle through the images in the largest tile to see them.

  • jkirew's avatar
    jkirew
    5 years ago
    @EA_Aljo Hi Support- The pack limits for the Jumbo Elite Players Pack were not shown during the timeframe of the current sale. Since I reported the issue your company has been very diligent on showing pack limits after I reported this to your support and has not resolved my case yet. If you look back on my support ticket they confirmed that the limits were not visible. I would like your assistance to help make this right since I have been a longstanding customer for over 15 years and have spent THOUSANDS upon THOUSANDS of dollars on your games and in-game purchases. I'm not one to speak out unless there is a pretty clear error and believe that customer service is EVERYTHING if you wish to continue to retain me as a long term customer. In previous cases when there have been errors I'll admit your team has been very helpful in previous years, but the defensiveness and unwillingness to work with me 1:1 to resolve this and make things right have been extremely disappointing. Again, I hope that your team and I can work to resolve this....
    Thank you in advance for your help @EA_Aljo.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @jkirew 

    It's very possible they didn't know to check the screen I mentioned. We're not aware of the limits not showing on this screen. Unfortunately, we're not able to let you purchase more packs than the limit specifies. You can contact the retailer you purchased the points from to see if a refund is possible.

  • jkirew's avatar
    jkirew
    5 years ago

    Attached is proof that they did check the landing page where you advertise packs for sale. He/she did not overlook where you suggested pack limits are posted.

  • jkirew's avatar
    jkirew
    5 years ago
    @EA_Aljo Please see post and picture showing that your support team did check the area you are referring to. I bought the points through your game...you should be able to initiate a refund or help with that process, no?
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @jkirew 

    The purchase goes through Microsoft or Sony. Depending on your console. Not us. You'll need to contact them to see if a refund is possible. I'm not seeing that case on the account you're posting with. You'll need to contact an advisor again to have it investigated. They should be able to get your case escalated to the studio so they can check to see if those limits weren't displaying on the HUT home screen.

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