Customer Support Phone Number...Download Error

[ignatu]

After writing that it would be silly to download the game, I decided to give the download a try to see how it works. Maybe I was wrong.

After downloading and waiting for the install count down, and after installing, the following message appeared:

"Your download was corrupt, you have to download again before installing."

And now there's no phone number to contact EA re: a refund so I can go to the store to purchase the box version.

Anyone know of a support phone number?

[zfod]

Same thing just happened to me. I downloaded this son of a bitch for 5 hours the other night, normally what would take me about 45 minutes on my 16Mb/768k connection.

I can't even express my unhappiness right now.

I recall them saying 'all sales are final', but this is bullshit.. if it isn't working I'm getting a refund.

Post something here if you get any resolution.


Thanks!

[BigKaboom2]

Happened to me with the FIFA 07 demo, but redownloading fixed it. Maybe you should try again...or else you're very impatient and want to buy it somewhere else.

[zfod]

I'm in the process of redownloading the 3.4GB download, which is estimated at 4 hours, which is pretty horrible.

I viewed the help FAQ and cleared out the cache before starting this download, so maybe that will make a difference ( even though in theory I didn't have a cache to begin with the first time, so no difference ).

I'm pretty patient, but seriously it's lame that you could get an illegal copy more reliably than through downloading it from EA legitimately ( probably get flames for that comment, but it's true ). Downloading is about convenience, and 4 hour wait times and unreliability don't really cut it.

Mickey Mouse fucking operation at this point -- not impressed.

Thanks for the glimmer of hope though, I do hope you're correct.

[BigKaboom2]

3.4 GB COMPRESSED?????? That's insane - Live 06 is only 1.5 GB UNcompressed.

[zfod]

Yep, 3.345.

[ignatu]

I've been on the line with tech support. They have informed me:

- They have duplicated the same problem, and suggest that since I downloaded "before the download was really available" that may be causing the problem. This is strange given the system was set up for early downloads, and even had a count down to install.
- Even though the Gamespot down the block has a copy, and the dl doesn't work, they suggest I re-download.
- There are no refunds for downloadable games. The accounts department will review the situation, and normally if a customer could not DL or install the game, they may decide to give a refund.
- There is no phone number by which the accounts department can be contacted, and although the tech support people have phone numbers for the main office, they refuse to give those numbers to customers.
- A supervisor told me they made an exception, and gave me the number to accounting, but the # turned out to be to the same general support line that gave nothing but canned responses leading back to the support web site or suggesting sending an email.

I'm now calling back to the number listed in the NBA 07 manual.

[zfod]

Thanks for the heads-up, ignatu.

Unfortunately, if the redownloads don't work I'll have to pursue other means to attain the copy I've already paid for. I'm not entirely certain what the legalese is on paying for a product you can't download appropriately in terms of denying a refund, but I'm not in the mood to debate that at great length with phone support folks.

I'm just hoping this latest redownload works. I will post back when this monstrously slow download process is finished and I've attempted to install the game again.

[ignatu]

By law, any purchase includes an assumption of basic useability, in other words that the product has basic functions that operate. For example, a vacuum cleaner that had no motor and did not suck in dirt would violate basic useability.

No company can create a policy that refuses refunds on products that don't function. A game download that won't play once installed violates basic useability.

[ignatu]

I decided to try yelling at the support people. When I worked for EA, the higher ups liked to yell at people, so I figured this would be an affective practice when dealing with EA employees.

After yelling, a supervisor told me the accounts department would call me within an hour. It's 3PM central now, and that hour is up at 3:30PM.

[Andre]

That's really unaccettable guys....

I wonder how there still are loyal EA fans/customers.
I was considering downloading, thanks God I read this before.

[ignatu]

The tech support department finally called me back, stating that there is a problem with the downloadable version of the game and offering a refund.

That makes me wonder why:

- Tech support originally said they could not issue refunds. Apparantly they have the ability to do so, but it was a policy issue that stopped them from doing it earlier.

- It took over an hour of holding and an hour on the phone to finally get satisfaction on this issue.

- The DL version wasn't tested prior to live release.


When I developed the Madden Challenge and worked on it for EA for two years, I made a point to read the forums and take calls from people with problems, and to solve those problems. That committment to satisfying the customers and to making them happy isn't common at EA. Procedural blocks such as not issuing a refund immediately when they knew the DL wasn't working, are not good customer service.

[GP20]

You want to know what happened to me? I bought the US version of the game (i live in italy) to play it the 26th. Now they tell me i have to wait til october 6th ----- BUT there were no problems when they accepted my money, they sold me the us version (And i payed it 49 euro, european price) but still they won't let me to play. I yelled at them and nothing. Now, i connect with ea downloader and nothing, it doenst even recognize that i bought the game!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! It says like i gotta buy it again!!!!!!!!!!!!!!! THATS JUST UGLY!!!!!! How to get money back????

[ignatu]

I suggest the US tech support number in the back of the manual, which can be downloaded in PDF format. Alternatively, send them an email.

In the future I will not purchase a DL version that will keep me at EA's mercy for the duration of ownership. With the DL version the computer has to be online and register with EA each time you play. If there's a problem with servers, you cannot play.

[GP20]

I made the wrong choice too...will you get ur money back?

[GP20]

where is the manual? since i couldnt finish my download i dont got it

[BUBBACHUMP2]

Where do I go to get the US version? All I see is thr North American version and I downloaded it and it wont let me play it.

Or is the North America version the US version? But why wont it let me download it then?

[The Other Kevin]

Yes, the US version is the NA version. I guess geography wan't your best subject in school.


Did the game even "officialy" come out yet? Or are you not in NA?

[BUBBACHUMP2]

im in NA.

[The Other Kevin]

Oh okay, then when did you download it?

[BUBBACHUMP2]

its not letting me download it. Its not in my ea downloader. I purcvhased it10 minutes ago.

[BAYAG]

oh man took me 3 hours to download 90% of the game....then it disconnects.Oh well...last time a dl a game from ea.Theyre lucky the dodger game is on and they're winning too.yeeeeeeeeeeee

[zfod]

The redownload didn't work either, this time I got some decryption failure when clicking 'install', and then when I logged back in it says the page does not exist and the NBA Live 07 game is listed as 'download' and not even ready to install!

ignatu, would you mind posting the number you called so I can call and get my money back ( in the meanwhile I will look for the downloadable manual ) -- I'd really appreciate it.

This is unreal.

[BAYAG]

here's the number from the manual

(650) 628-1001

8am to 5pm PST

[zfod]

Thank you sir -- too bad I don't live in the 650 area anymore or I'd probably go up there personally and get my money back! =P