My complaint:
Zie onderstaande ticket #07835344 informatie welke ik bij Origin heb geopend om een probleem met FIFA 13 FUT op de IPAD opgelost te krijgen. Ik ben begonnen in februari en inmiddels is het bijna november.
FIFA 13 – iOS – Missing Club 1.0.6 CONTACT
JIJ: Al weken probeer ik duidelijk te maken dat mijn profiel is gewist door FIFA. Er is geen sprake van hacken omdat ik alleen maar op de IPAD heb gespeeld en nooit met andere spelers online. Alle FUT toernooien speelde ik single player. Ik ontving een mail van FIFA dat ze niet kunnen vaststellen wat er is gebeurd. Maar ik heb wel meer dan 40 euro geinvesteerd in het aankopen van FIFA punten voor FUT13. Die zijn zomaar weg? Dat vind ik diefstal.
Mijn experience points is 26920 maar mijn level is 15, dat is onmogelijk. Ik eis dat ik schadeloos wordt gesteld door of mijn profiel te restoren of de FIFA punten terug te geven zodat ik weer iets kan opbouwen. Ik heb ontelbare uren met FUT13 gespeeld om mijn team op te bouwen. Niemand kan mij een antwoord geven hoe het kan dat mijn experience hoog is maar mijn level laag. Dat heeft niets te maken met het afgeven van punten, coins, spelers, etc. Dat is een systeem fout.
02/23/13 om 08:07 pm
ADVISEUR: Greetings,
Thank you for contacting Electronic Arts again.
I genuinely apologize for the trouble and inconvenience you have been going through. We want to get you an effective resolution and for this I am going to escalate this issue to higher department. Our senior team is well equipped to handle such issues and I’m confident we’ll solve the issue or suggest alternatives.
Due to a back log of contacts, the current estimated time for response is 1 – 2 weeks. We apologize for the lengthy response time, and we are working diligently to return to an acceptable level of response time. During this time, you may still update your case with additional information that might help us to resolve your issue without causing any additional delay.
We appreciate your patience and cooperation. Please be assured that your concern is our priority.
Sincerely,
Satyam
Electronic Arts – World Wide Customer Experience
03/05/13 om 10:58 pm
ADVISEUR: Hi there Bob,
Thank you for contacting Electronic Arts. I am so sorry that you have lost so much content from your FIFA 13 Ultimate Team on the iPad. I play a lot of Ultimate Team myself, so I can really understand that would be frustrating. I definitely want to try to get this fixed for you, so I would just like to gather some more information from you to figure out the exact cause of the problem.
It looks like you have provided the email address of the account, the Origin ID (if you can re-confirm that for me, that would be great), and your Club Name already. So, for my information, have you changed any of this information at any point prior to your team going missing?
Had you deleted your Club at any point in the past?
If you could also let me know what you did the last time you were in that Club and the last time you had access to the Club I would appreciate it.
Thanks again!
Thomas G.
Games Specialist
Electronic Arts
03/07/13 om 09:44 pm
JIJ: Hi Thomas. Thank you very much for answering my desperate cries for help. I logged a total of 4 tickets and this is the first time I get a serious reaction: 07560665, 07580353, 07631859 and 07835344. Ticket 07631859 was created during a live support chat with Fifa.uk but nothing ever happened.
As per your questions:
– My Origin username is [email protected] (my email address), my FIFA user name is bnbjaj and my Club name was also bnbjaj.
– I have never played online or contacted any other player directly. All I did was use my FUT13 squad to play the offline cups and with the winnings I bought new players, staff and items. To speed up the squad building I bought quite a lot of FIFA points and traded the left overs on the FUT13 ingame auction tab.
– I never had a different club name or profile. This was the first I created and the only one I played with.
– On Feb 4th my Club was whiped. Just before that date I experienced that I could not complete my games anymore. When the game ended and where normally the screen with game details and points gained would show, the game crashed back to the IPAD main screen. I also reported this issue in the first ticket. On the 4th of Feb, to my horror, everything was gone, players, coins, items. The only thing that was left were my experience points although my level dropped to 15 (which I also reported). The last time I accessed my club while it was still complete was on the 3th of Feb but, as mentioned above, I experienced the game crashing while playing.
The next day.. the nightmare began.
I really hope you can help me get back into the game (with my settings from prior to Feb 4th). Frustrated by the lack of response from Fifa during the past 5 weeks I have removed the App from my IPAD. Would be great to load it back.
Thanks again,
Bob
03/09/13 om 07:33 pm
JIJ: PS: After my Club was whiped (which I didn’t realize at the time) the game asked me to name a club. Not knowing what to do, I entered the same club name (bnbjaj) and it warned that I could not change it again. I confirmed because I thought the game would search for this Club name coupled with my username and restore the details. When the loading was done I was presented a ‘new’ squad and nothing from my original settings.
03/09/13 om 07:42 pm
ADVISEUR: Hi there Bob,
Thank you for getting back to me and providing me with all of that information. Again, I am so sorry that you have had all of those problems with your FIFA 13 Ultimate Team account. That information you provided was very helpful. The next step from here will be to forward that information to be investigated further, which I have already done. Basically, as I find out more I will let you know but I am hoping that we should be able to get this fixed for you.
I really appreciate you taking the time to work with me on this!
Thanks again,
Thomas G.
Games Specialist
Electronic Arts
03/11/13 om 10:20 pm
JIJ: See above. This Thomas guy really sounded like something would be done. And yet, another 3 weeks gone by without a respond. Im trying to get proper respond from fifa for over 2 months for some serious feedback.
04/01/13 om 03:36 pm
ADVISEUR: Hi there Bob,
Thank you for getting back to me again. I am sorry that I have not updated you sooner regarding the missing Club. The latest information that I have is that the studio is still working on discovering exactly what had happened that caused your Club to be deleted like that. I am hoping that I will have some more information for you soon regarding a fix.
Thanks again,
Thomas G.
Games Specialist
Electronic Arts
04/01/13 om 10:44 pm
JIJ: Thanks Thomas. I understand it’s not your fault but I am sure getting a bit desperate as another 2 weeks have gone by since your last update. What is the latest news and how can I escalate this? Regards, Bob
04/18/13 om 06:44 am
ADVISEUR: Thank you for getting back to me again. I know you are frustrated by the wait, and I do apologize for that. As far as recovering that team, the latest information I have available is that the studio is still working on recovering your Club. As far as I am aware, they are trying to figure out exactly what caused your team to go missing. I do wish we had fixed this for you already, I can only ask at this point you continue to be as patient as you have been so far.
04/18/13 om 03:06 pm
ADVISEUR: Thank you for getting back to me again. I know you are frustrated by the wait, and I do apologize for that. As far as recovering that team, the latest information I have available is that the studio is still working on recovering your Club. As far as I am aware, they are trying to figure out exactly what caused your team to go missing. I do wish we had fixed this for you already, I can only ask at this point you continue to be as patient as you have been so far.
04/18/13 om 03:06 pm
ADVISEUR: Thank you for getting back to me again. I know you are frustrated by the wait, and I do apologize for that. As far as recovering that team, the latest information I have available is that the studio is still working on recovering your Club. As far as I am aware, they are trying to figure out exactly what caused your team to go missing. I do wish we had fixed this for you already, I can only ask at this point you continue to be as patient as you have been so far.
04/18/13 om 03:07 pm
ADVISEUR: Thank you for getting back to me again. I know you are frustrated by the wait, and I do apologize for that. As far as recovering that team, the latest information I have available is that the studio is still working on recovering your Club. As far as I am aware, they are trying to figure out exactly what caused your team to go missing. I do wish we had fixed this for you already, I can only ask at this point you continue to be as patient as you have been so far.
04/18/13 om 03:09 pm
JIJ: Just got this mail from EA. I understand it’s just automation but still… it’s not really helpful in this situation. Would I have been on holiday or just not reviewing my stats for the next 4 days… this case (like all my others) would have been closed. Just like that. And just for the record: Yes, I really still need your help! Please…..
——————————————————————————–
Beste Bob,
You recently asked for assistance on a case, but we haven’t heard from you in a while.
If you still need our help, please login and review the details of case 07835344.
We want you to get the most out of your EA games, so don’t hesitate to contact us. If you decide not to respond, your case will automatically close in four days.
Thank you for contacting EA!
Met vriendelijke groet,
EA Customer Experience
04/22/13 om 09:58 am
ADVISEUR: Thank you for getting back to me. I am sorry that you were receiving those automated messages. Basically, that is something that happens from time to time, depending upon the status of your case. I will go ahead and sort that on my side, so you do not receive those notices while we continue to work on getting your case fixed. Again, I do apologize for that.
04/22/13 om 07:40 pm
JIJ: Hi. So we arrived in May without any visible progress. Please provide update and do not tell me they are still figuring out what happened because that was already the case on April 18th (see above and even earlier). If someone works that long on the recovery, the labor cost would be incredibly high and EA would not allow it. Hence I like to know what is really happening. Thanks
05/02/13 om 06:06 am
ADVISEUR: Thank you for getting back to me again. I know that this has been really frustrating to deal with, so I do apologize for that. The latest news I have received from the studio is that they are still trying to get this fixed for you. I really do wish that we had this resolved for you already, but we are still awaiting that as I am sure you are aware. As soon as we have more information for you, we will let you know.
05/03/13 om 03:28 pm
JIJ: May 24… No really, how long is Fifa going to persist that they are still ‘working’ on my case? I am angry with Fifa for instructing their staff to lie to customers about status of a ticket. Who can i contact to get this to the next level?
05/24/13 om 06:11 pm
JIJ: Hello? Anybody still checking this customer complaint? It’s June 6th. Thanks for giving some feedback.
06/11/13 om 03:12 pm
JIJ: Hello? Another month gone by without response from Fifa.. Please provide update. I am using this ticket for a case study in customer abuse and I am suprised to what extend Fifa ignores a pleading customer.
07/07/13 om 02:24 pm
JIJ: Hi Fifa, can you please provide progress update? My original question/request dates back to February 2013. Not sure why there is still no final answer from the Studio. I am sure that everyone agrees that waiting 8 months for an answer is a bit steep.
Desired solution:
Als ik een duidelijk antwoord van Origin krijg wat er met mijn gegevens is gebeurd (het opgebouwde team was plots verdwenen en daarmee ook mijn geinvesteerde geld). Al een aantal keer is toegezegd dat e.e.a. zou worden teruggezet zodat ik weer vooruit kan. Ik wil graag dat Origin zich aan zijn woord houdt.
