I'm going to make this really simple, EA
@vivalashark wrote:
@darkwyndre wrote:So far the current call had one representative, Allan, threaten me with an account ban if I charged back. His supervisor backpedaled and said that it is one of "four" outcomes (warning, suspesnsion, ban, ???). They keep falling back to the fact that they have the "right" to refuse a refund due to the agreement I made with them; however, they violated the agreement by failing to provide me what I was agreeing to purchase.
Ergo, that agreement cannot be used as a reason to deny me a refund, as far as I can see.
I asked for another supervisor and after quite a lot of back and forth I'm on hold again. 1 hour, 14 minutes and 30 seconds into the phone call and still nothing but threats.
What exactly are they talking about? A complete ban from Origin, or just no access to the current game key you bought? And you can purchase a new one at a later date?
The supervisor, who was a very nice gentleman, said that it's another department that decides what to do in a chargeback case. Obviously the game in question would be removed from the account no matter what. The further action (Ban, warning, suspsension, ???) would be account-wide.
That is all moot; however, since after a lengthy discussion the supervisor agreed to give me a refund. Basically it came down to the fact that their are doing the "no refunds" blanket thing based upon the TOS that you agree to at purchase; however, they have to hold up their end of that agreement in order to enforce it upon the consumer. That provision in the TOS is there to protect them from people buying, say, Mass Effect 3 and completing it in a couple days and then asking for a refund. It's not meant for situations like this one and since they have thus far been unable to hold up their end of the purchase agreement, he eventually agreed to the refund.
Hopefully I won't have made anyone's life too much more difficult by posting that they gave me one. The representative and supervisor I talked to both sounded like they have had very long and trying days, and I imagine most of the customers calling have not been very polite. I did my best to keep an even tone and refrain from any sort of foul language, and afterward I thanked them very much for their help and apologized if I had at any time been rude to them, and wished them a good evening.
Moral of the story is that patience and clearheadedness generally prevail.
