EA/Dice screwed me over.
I pre-ordered a hard copy, Limited Edition version of the game that is supposed to come with B2K access (it even says it does on the cover) however whenever I try to join a new map It tells me I need to buy the expansion pack. I contacted EA support (after waiting for 55 minutes to actually reach someone) and this is what happened:
you:
Hello
Gautam:
Thanks for contacting EA Help! My name is Gautam how may I help you?
you:
Hi, I pre-ordered a hard copy of the game (for PC) which is the limited edition version that is supposed to give me access to the Back to Karkand expansion pack. However, whenever I try to join a server for B2K it shows a popup saying that I still need to buy it
you:
I have the cover/ serial key in front of me now
you:
and yes it says limited edition on the box and has the orange triangle in top left corner stating that it includes access to Karkand
Gautam:
Please provide me your mail id.
you:
*******
Gautam:
May I please have your first and last name?
you:
*******
Gautam:
Which platform (Xbox 360, PC, PS3) are you playing the game on?
you:
PC
Gautam:
But in our database it is showing that you have a standard edition of the game.
Gautam:
Because you have Standard edition of the game and it is available to Limited edition only.
Gautam:
So you need to buy this map if you want this map.
you:
Well I have the cover in front of me right now. It even came with a slip that says “Your Battlefield 3 Limited Edition serial key entitles you to the upcoming expansion pack at no extra charge. You will be notified in-game when Back To Karkand becomes available.”
you:
I can even send you a photo of it if you like?
you:
I mean how else can I prove this?
you:
I have the Limited Edition
you:
It says in big letters on the cover right in front of me
Gautam:
I don’t want that.
you:
So what are we going to do about this?
Gautam:
You need to purchase the map if you want to play with that map.
you:
but I have the Limited Edition that gives me access to Karkand
you:
so I do not have to pay for the map because I should already have access
you:
I met someone through the forums who had the exact same problem as me and he got it sorted through EA support
you:
his whole convo is right here http://battlelog.battlefield.com/bf3/forum/threadview/2832654489517186897/
you:
are you still there?
Gautam:
Please try to understand I can’t help you as our database has some other version showing on your account.
you:
but I have the Limited Edition, I am not going to pay for something I should already have access to
Gautam:
If you need help with anything else, please feel free to contact us anytime!
The chat session has ended. Please contact us again if you need further help.
Comments
*sigh*
I sympathise Deadite… support can be absolutely hopeless. just yesterday I spent 3 hours on the phone to Vodafone trying to explain to them the 2.7GB worth of data they claim I did in 7 minutes over 3g was a mistake on their bill because it wasn’t possible for their shitty network to do that in a day let alone in 7 minutes. I’d never done more than 2GB in an entire month in a year. Yet they still claimed the data was valid. The best the first level support guy would offer me was $50 (out of $217) credited. I told him I wasn’t interested in anything short of the entire amount being refunded. About an hour later after being on hold for an inordinate amount of time I managed to get him to talk to his supervisor. His supervisor offered $100. Again I said, not interested. They then offered to do an investigation of the bandwidth usage which I was all for… until I was told it would take a fortnight and in the meantime I’d need to pay the charge. I wasn’t interested in a 2 week long process – I’d been thru this before and knew I’d have to fight tooth and nail just to get them to get moving on that. So I told him to transfer me to cancellations as I wasn’t interested in being on a network that couldn’t admit an obvious mistake.
So I’m not speaking to cancellations. Within about 5 mins talking to the girl on cancellations they had offered me a further $100 credit (leaving me only $17 out of pocket). I then brought up the case of a missing $10 credit from my bill from previous months that I hadn’t bothered to call up about. She fixed that, which turned out to be 12 months worth of $10 credits. So add on another $120 credit. Taking my $288 (including $217 worth of excess data charges) to be -$40. I was pretty pleased with my effort. But honestly – its ridiculous what you’ve got to go through to get a result.
What sucks in your situation Deadite is there’s very little you can use to barter with them. With a mobile company at least u can threaten to take away your ongoing payments to them (assuming you’re out of contract like I was). With something like a game, they know they have hte upper hand and make full use of it. Absolute useless pricks.
Oh and don’t get me started on Telstra… I’ve got a screenshot of my call details to them from last weeks Telstra account exposure stuffup.
take it back to EB
and get it sorted with them. take it back and tell them what EA have said and show them the box, if that does not work tell them you want a refund.
I'D maybe try
again with ea support and hope you get someone with a brain, if that doesn’t work, eb games HAS to honour your purchase agreement, you bought the limited edition you get the limited edtion and everything it entitles you to, that was your purchase agreement with eb, let them sort it with ea, nz law has your side on this one deadite.
Omg thats so shit
I Went on their the other day and they gave me a 30% off code because im a loyal customer
Well atleast you know
that there call centers are in australia with a name like Gautam its more Australian than dave
Well Shit
I’ll give them a run for their money too. I have been conserving internet so I don’t get capped (after the 9GB update!) so that’s where I’ve been. When I get on to try an play B2K, I’ll be sure to let them know.
They must have hundreds of these cases…
I have been reading the forums and
you number is a bit small . :(
Round 2
You are now ready to chat with Abhishek.
you:
hello
Abhishek:
Thanks for contacting EA Help! My name is Abhishek how may I help you?
you:
hi, I live in New Zealand and pre-ordered a Limited Edition, hard copy of Battlefield 3 from online CD/DVD store *****.co.nz on the 22nd of Oct 2011. It was then shipped to me on the 26th Oct 2011. If you need to varify this, please feel free to contact the store (there contact information is found in the help section of they’re website) and provide them with this order number: #********
you:
I have this hard copy here in front of me so I can see Limited Edition written on both the cover and the disks within. It also states that I will have free access to the back to Karkand expansion pack when it is realeased, however when I try to join these new maps I am prompted to buy B2K even though I should already have it.
Abhishek:
I understand your concern. Please don’t worry, I will try my best to help you out.
Abhishek:
Thanks for the information provided. I would request you to please wait for 24 hours to access the back to Karkand Expansion. The expansion of the game will be released on 15th of December for PC disc version player. I hope you’ll be able to access it after 24 hours. If you face any issues accessing this Expansion Pack, please feel free to contact to us again. We’ll be glad to help you.”
you:
yeah but the only problem is that after doing some reasearch in the forums I have learnt that a lot of people in New Zealand are having the same problem as me and it is most likely to do with the fact that many NZ Limited Edition copies were shipped with standard serial numbers rather than LE ones. Thus, because my Limited Edition copy of BF3 has not come with the appropriate serial key, I do not have access to the expansion pack.
Abhishek:
Well as the expansion pack is not released for the Disk users.
Abhishek:
It will released on15th.
Abhishek:
And then you will get the access of the expansion.
you:
Ok well before you go can you check something for me
Abhishek:
Sure tell me that.
you:
Just check if my account is tied to a Limited Edition version of the game or not. Because if it isn’t then we know there is a problem that needs to be addressed
you:
email id: ******
you:
full name: ******
you:
Soldier name: Lord-Deadite
Abhishek:
May I know code of the game also ?
you:
*******
Abhishek:
Limited Editions of Battlefield 3 have an orange triangle in the top-left corner of the front box art that says “Includes access to Battlefield 3: Back to Karkand expansion pack”.
you:
Yup mine has that
Abhishek:
So you have the limited edition.
you:
but does it say I have the limited edition in your database?
you:
surely you can check that
Abhishek:
Well the code shows that it is an standard edition.
you:
yes, you see. we have a problem
Abhishek:
Which platform (Xbox 360, PC, PS3) are you playing the game on?
you:
BUT! I can further prove the fact that I have the Limited Edition version. If you check my account/soldier, you will see that I have the Specact Kit which only came with pre-ordered copies of the Limited Edition
you:
PC
you:
so what has been talked about in the forums is correct. Many NZ copies of the Limited Edition were shipped with standard serial keys
Abhishek:
Where did you purchase the game from?
you:
I stated it at the start of this convo. ******.co.nz. Order number: #*********
you:
ordered on the 22nd Oct 2011
Abhishek:
As you have purchased the 3rd party retailer and we are unable to search the order number for that.
Abhishek:
If the retailers are not helping you then I would suggest to you that please contact to our warranty department:
Abhishek:
In that case I would suggest to you that please contact to your retailer form where you have purchased the game.
you:
Can’t you just get in contact with them
you:
******
you:
that is there ‘help’ number
you:
give them the order number I provided you with and they will confirm everything I have told you
Abhishek:
I am sorry we are unable to do that.
Abhishek:
You need to contact to your retailer yourself.
you:
But I have proven to you that I purchased the Limited Edition box by the fact that I have the specact kit
you:
have i not?
you:
I mean if I contact the store I bought it from they are most likely going to say “ Well EA provided us with the wrong serial numbers so you should get in contact with them.”
you:
This seems like a problem that is so easily fixed. I have proven my purchase in more ways than one
Abhishek:
I am sorry for that but in our end it is showing Standard edition.
Abhishek:
So you need to contact to your retailer.
you:
If I purchased a standard copy of the game why would I have the specact kit?
Abhishek:
In that case I would suggest to you that please contact to your retailer form where you have purchased the game.
you:
Seriously man, I don’t know what to say
you:
This is too much derp to process
The chat session has disconnected. If you still need assistance, please try again.
LOLOLOLOLOL
Go and have a rage at EB if you have to smack a bitch
May i Enquire what the hell that is ^ ???
?????
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