Below I have posted an argument between myself and the incompitent EA support staff.
Response (Laura O.) <!-- end upgrade version 8.8 -->10/15/2009 07:54 AM Hello,
Thank you for contacting Electronic Arts Customer Support. You're welcome, please let us know if we can do anything further for you in the future.
Thanks,
Laurie O.
EA Online Support
Try our knowledge base at Support.ea.com<.
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/12/2009 12:35 PM Thank you VERY much.
<!-- added upgrade version 8.8 -->Response (Charles N.) <!-- end upgrade version 8.8 -->10/12/2009 12:28 PM Greetings,
Thank you for contacting Electronic Arts.
I have issued a refund for the charge and you should see it credited back to your account in 3-7 business days
If you have any further questions or concerns please reply to this email or visit our extensive knowledge base online at Support.ea.com<.
Thank you,
Charles N
EA Online Support
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/08/2009 01:08 PM Finally a response.
Several times before I told you my serial key does not work on the tab and I asked why. NOW you have finally answered my question.
At the moment I currently have Battlefield 2 Patched with Euro Forces and Armoured Fury. I purchased special forces as a seperate game on your store.
I believe EADM thinks the game is installed when it isnt as no registry for the game even exists. Your FAQ that you just supplied is no help to me. I would feel happy if I went with my suggested resolution which is for you to send me a physical copy. I dont see how this is going to work, ethier do that or refund me my money so I can purchase a physical copy, and do not tell me I cannot get a refund because I initiated the download, its faulty so its like I never got the game.
<!-- added upgrade version 8.8 -->Response (Alex I.) <!-- end upgrade version 8.8 -->10/08/2009 01:01 PM Greetings,
Sorry for the delay.
At what point are you asked for your CD Key? If working correctly, the game should install without ever asking for it. If you are trying to enter it through the 'activation' tab of the EADM it will fail - that tab is used to activate downloads for products you do not already own.
If the game never installed, then it will not start. I would recommend following the steps in this FAQ to clear the registry files;
Support.ea.com
If it still fails, the EADM thinks the game is already installed when it is not. Which version of Battlefield 2 installed? Was it a deluxe version or 'complete' collection?
Thank you,
Alex I.
EA Online Support
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/07/2009 02:59 PM Okay I believe you have left this long enough. Im absolutley disgusted with you.
I am reporting this to watchdog.
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/05/2009 04:20 PM I was sent a survey asking me how well this question was resolved.
ITS NOT RESOLVED YET.
I feel like im talking to myself... Hello? Anyone there?
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/05/2009 10:05 AM Hello again,
I really can't believe this. I have been waiting for some kind of response resolution or not. You have not given me any guidence to how this has been resolved and I now do not know if I will ever be playing my game. I am considering reporting you to watchdog, I have paid for this game and asked for support and you have not delivered.
Thank you.
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/04/2009 03:55 AM Hello,
Now you are starting to make me feel like you are taking the biscuit with this whole stiuation. Why haven't you replied to my previous questions? I offered a decent resolution and the least you can do is cover the postage and packaging after making me wait this long.
I will be reporting you to watchdog if I do not hear from you soon. Also your returns terms and conditions / policy is invalid to me because you sent me faulty goods.
I look forward to hearing from you sometime today or tommorow.
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->10/01/2009 03:22 PM The 1st of October was today, I have recieved no word of a solution or an update on progress. Can I please know if you are near a solution or not?
Because I came up with one:
How about, forget the download since it doesn't work. Send me a physical copy of BF2 Special Forces and disable the download, we can forget this ever happened. I will give you my address if you like this solution. Otherwise I want my money back.
Okay?
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->09/29/2009 04:29 AM Thank you Grace,
I have tried all the steps as you have said and no outcome has been achieved. I just simply want to play my game that I bought. The reason why I ask for the refund of the game by the 1st of October is because after 7 days I cannot request one can I? So im left with no choice really.
However im feeling alittle more positive and confident that you will resolve this, I dont know how this happened considering its Electronic Arts, a massive company. So I will be waiting for your reply.
I have attached a picture of what my EADM looks like.
When I press the play button it just goes black as though its about the load the game but then returns to the desktop after a few seconds. Unfourtunatley there is no error message, this would have helped. On top of that I have no idea where EADM saves its files. PLEASE can you tell me?
ALSO IMPORTANT: The game techinically never installed, because EADM downloaded the 1.2GB file and didnt ask for an installation so whats going on there?
Lastly: MY CD KEY STILL DOES NOT WORK!
Please please please can you answer the questions I have just asked.
Thank you.
<!-- added upgrade version 8.8 -->Response (Grace) <!-- end upgrade version 8.8 -->09/28/2009 10:03 PM Hello Alexander,
Thank you for your patience and understanding.
I can understand your frustration as your issue was not resolved through the troubleshooting steps you have already followed. Therefore, I am escalating your issue to our higher authorities for further investigation.
For this we require more time for investigation, but rest assured we are working hard to resolve your issue in a timely manner. We encourage you to update your incident with any additional information that might help us fix your problem faster. To update your incident, click on the ‘To view or update your question from our support site, click here’ link.
If there is anything else we can help you with please let us know.
Best Regards,
Grace
EA Support Centre, UK and Ireland
Electronicarts.co.uk<
Electronicarts.ie<
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->09/28/2009 10:01 AM Ackley,
I was happy to see that you had replied telling me that the situation had be resolved. The truth is however, it hasn't. Why haven't you atlest told me what you have changed to make it work? Could you at lest tell me if I need to re-download the product? And I hope I dont because this is getting very fustrating.
Once again, I am willing to wait for a resolution as I am patient and can see that you are 'attempting' to help me out here. However if this issue is not addressed by 1st of October, I want a full refund because its like you never gave me the game in the first place.
1. Game doesnt load still
2. CD key is STILL invalid
Get this sorted pronto.
PLEASE.
<!-- added upgrade version 8.8 -->Response (Ackley) <!-- end upgrade version 8.8 -->09/28/2009 02:11 AM Dear Alexander,
Thank you for writing back to us.
I really apologise for the inconvenience caused to you. I have made some changes to your account. Now you should be able to play your game without any issues
I hope this helps. If there is anything else we may do to assist you please let us know.
Best Regards,
Ackley
EA Support Centre, UK and Ireland
Electronicarts.co.uk<
Electronicarts.ie<
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->09/27/2009 12:51 PM Hello Raul
Thank you so much for your swift reply, theres one massive issue however...
You didn't read my question.
"LET ME BE CLEAR - THIS IS NOT A HARDWARE ISSUE"
Im not trying to sound as though I know more then you, as I am the one asking for support. But when you pay money for a game and it doesn't even work when it should then I think I deserve abit more respect and proper support.
I updated the drivers anyway just to see if it would magically work, only to see that I was right anyway. So we are still left with our two problems:
1. MY SERIAL IS INVALID. WHY? I HAVE NOT INSTALLED THIS GAME MORE THAN ONCE, INFACT I DO NOT EVEN KNOW IF IT EVER INSTALLED BECAUSE YOUR DOWNLOAD MANAGER DOESNT TELL ME WHERE THINGS ARE DOWNLOADED TO.
2. WHEN I PRESS THE PLAY ICON THE PROGRAM IS NOT RESPONSIVE, I GET A BLACK SCREEN AND RETURNED TO DESKTOP. I CAN PLAY BATTLEFIELD 2 ABSOLUTLEY FINE SO PLEASE DO NOT TELL ME IT IS A HARDWARE OR DRIVER ISSUE UNLESS IT DEFINATLEY IS.
This is making me rather unhappy, and although I am thankful for the fast reply theres no point if you havent even read my question. I feel like a number, and all you are doing is processing me as fast as possible with no real help. Is there a free UK phone line that I can use to get in touch with your support?
<!-- added upgrade version 8.8 -->Response (Raul) <!-- end upgrade version 8.8 -->09/27/2009 10:12 AM Dear Sir/Madam,
Thank you for contacting Electronic Arts.
I have gone through the Dxdiag sent by you and would like to inform you that the problem can be caused by out of date drivers for your video adapter. You should update to the latest graphics driver available for your video adapter.
Common Video Manufacturer Sites:
Support.ea.com
If you have any difficulty with this, please update this question and let me know which part you're having difficulty with so that I can walk you through it.
NOTE: Even a brand new computer could be in need of a driver update. Check with your computer or card manufacturer.
Best Regards,
Raul
EA Support Centre, UK and Ireland.
Electronicarts.co.uk<
Electronicarts.ie<
<!-- added upgrade version 8.8 -->Customer <!-- end upgrade version 8.8 -->09/27/2009 09:59 AM Hello EA,
Let me start off by saying that I have been searching all day to find out how to get this working. I cant believe the amount of people having the same problem.
Today I bought Battlefield 2: Special Forces on your store. I downloaded it via EADM and it didn't work. It fully downloaded and I pressed the little play icon, without it telling me that it had installed or anything I assumed it had installed. My screen went black for a few seconds and then back to the desktop with no errors.
LET ME BE CLEAR - THIS IS NOT A HARDWARE ISSUE
Quite simply the method of downloading through EADM is an unwise one and will be avioded in the futue. I cannot even enter my serial key as it says its invalid, and yes im using the one provided in the email.
Things i've already tried:
1.Uninstalling BF2, Clearing EADM cache then reinstalling - FAIL
2.Rebooting several times - FAIL
3.Redownloading - FAIL
Please just give me a simple solution that will work. And please dont reply in such a robotic manner. I'm siriously considering a refund and a complete boycott of your digital market as it is inefficient and non-user friendly.
Heres your DxDiag file so you can pretend its a hardware issue.
Reply soon.
