Ea Support.

n1xon86

i purchased fifa 12 on the xbox 360 on day of release £42. i was using the ultimate team mode to play for the last 3 week it has not been working.em i have contacted via ail which they say somebody should have replied within 24 hours no one has replied to any of my emails until i phoned there customer support. i have had to contact them a number of times via phone now as they have not replied to any of the many messages i have sent them via there support website. my phone bill has now topped £20 in calls to them and i still do not have the service i am paying for. when last on the phone i asked for the name and address of somebody to write a letter of complaint to. i was refused the name of somebody. they give me an address in the usa and told to address it to whom it may concern. i know there is a place in guildford as i have done a bit of research on there websites. i asked the company what they will do as compensation as i am not receiving the service and and for my phone bill as they don't reply to there email they basically said nothing. i asked for a time frame of when they think the problem will be resolved they said they don't know when i asked if they could find out they said check our forums. i had already done this and there is no details other than a patch would be available within in 2 weeks. well that 2 weeks have passed. when i asked to speak to a supervisor i was put on hold for 10 mins before they finally hung up on me. i really don't know where i stand and what to do next other than send a letter and hope somebody gets it. and what my rights are for compensation for the loss of service i am receiving.



if anyone has any advice on what to do i would appreciate it.

Elle7

I have Fifa 12, and my Ultimate Team has worked fine since release. There have also been two updates to the game, which I believe were intended to address this issue for users who couldn't use it.

Have you read the forums to see if any of the suggested solutions work for you?

As for contacting EA, while they should have been more helpful, the customer services unit is based in America and if you write to Guildford you won't get a response from there - I'd write to the complaints department of the address they have given you. That said, it will take a while for them to respond, and usually you recieve a standard response with a £5 voucher.

Compensation is a difficult one. Some companies might offer you a goodwill gesture towards your phone bill but I don't think you've gone about getting this from EA in the right way, really, and I don't think they have to offer you anything.

Loss of service...well if you'd returned it to wherever you had bought it from within the first 7 days you could possibly have argued that it wasn't fit for purpose and got a refund, but after this length of time it will look like you've played it a bit and decided you want your money back, so it'll be much harder.

I'd concentrate on trying to solve the problem, rather then looking for compensation which seems unlikely given that this is an 'add-on' which seems to work okay for the majority, and not the main game.

If you explain your issue a bit more people might be able to help you to solve it? It's probably not the answer you wanted, but I don't think you've got much of a legal right to compensation.

n1xon86

my fifa ultimate team was working fine for just over the first 7 days then it just decided to kick back to the main menu after a second or two. i have tryed all the solutions on there forum and had the 2 updates nothing has worked. the ultimate team is the main part of the game for me! its what i play on the game and why i purchased it for me the other parts are like add ons as i play ultimate team the most (well would if i could.)

EA support have confessed it is a problem there end with there servers. refused to give a ETA of when it will be fixed.

DCFC79

n1xon86 wrote: »

my fifa ultimate team was working fine for just over the first 7 days then it just decided to kick back to the main menu after a second or two. i have tryed all the solutions on there forum and had the 2 updates nothing has worked. the ultimate team is the main part of the game for me! its what i play on the game and why i purchased it for me the other parts are like add ons as i play ultimate team the most (well would if i could.)

EA support have confessed it is a problem there end with there servers. refused to give a ETA of when it will be fixed.

I know its a solution you were after but why not trade it in and buy either pro evo or another game.

n1xon86

lets face it pro evo is no match to fifa at the moment. i buy alot of ea products. well did, i will no longer be buying any more as i am fed up of the service i have recived on this occasion. i have been buying games since the late 80s (well my parents used to buy them back then) and i always buy new games so when u pay £40- £50 on a game you expect all aspects of the game to work. even mors so well you have to shell out money on xbox live membership as well.