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[goodcow]

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # x.
A confirmation will be emailed to : x
Please print a copy of this for your records.

Filed on : September 16 2004

Filed by :
x

Filed against :
Electronic Arts
209 Redwood Shores Parkway
Redwood City CA 94065

Complaint Description:
I purchased the PC video game, "The Sims 2," developed and produced by EA Games. It arrived today from an online retailer, and I promptly began to install it, as I was eagerly anticipating it. After installation, when I tried to run it, the game prompted me with an error message, telling me I had CD/DVD emulation software running on my system, and to disable it.

Firstly, whether or not I have such software on my system should be a non-issue. It's my computer, I've purchased their game legally, and I should be able to place whatever software I want on my system. But even so, I had no idea I even had such software installed on my system.

Upon trying to contact EA customer service for assistance, I found out that:

1) They have no toll free number
2) Their long distance number was so clogged with customer service requests that I was told by an automated machine to call back later. I wasn't even given the option to hold, I was simply told to call back later, and hung up on.

Is it just myself who finds the idea of a company which earned $2.5 billion in revenue last year (according to the website's investor section) not having a toll free help number absolutely insane? Such a practice should be illegal.

And here I am, unable to play the game I so eagerly anticipated for over a year, because the company feels a piece of software on my own computer shouldn't be there, and because they have a non-toll free customer service line which I can't even reach.

Your Desired Resolution:
I would like a written apology from EA, and pressure put on them to establish a toll free customer service number. I also find the whole practice of PC companies telling us, the end users, what we can, and cannot have on our own systems a total breach of privacy (why are they allowed to scan our systems for software).

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.

 

[Miguel]

You are one sick man, my friend. SICK! I have no words.

 

[goodcow]

You are one sick man, my friend. SICK! I have no words.

Are you saying you disagree with my complaint? Because if so, keep bending over for these corporations.

 

[Miguel]

I WILL DEFEND MY CHICKEN SELECTS!...









..shit...
I MEAN MADDEN! >:O

 

[calder]

Dude that's awesome. The whole CD emul thing is bad enough, but you're right the lack of toll free customer support is just unconscionable.

 

[Saint Cornelius]

This is the most vaginal thing I've heard all day.

 

[bishoptl]

:lol Go get 'em, buddy.

 

[open_mouth_]

he probably warez'd the game to boot

 

[Dan]

In principle, I say go for it. At the very least I think it's wrong for their software to scan your system for programs and hardware they don't approve of.

 

[shoplifter]

he probably warez'd the game to boot

Phil? Highly doubtful, you must have not seen his collection posts in the rgvs days.

 

[Malakhov]

:lol Go get 'em, buddy.

Hell yeah!

 

[Willco]

TOMORROW'S HEADLINE:

EA GAMES SUES INTERNET USER FOR PIRACY AFTER COMPLAINING TO THE BBB.

 

[SKluck]

It's like a fly trying to kill a hawk.

 

[Malakhov]

It's like a fly trying to kill a hawk.

What kind of fly though?

 

[goodcow]

What kind of fly though?

WEST NILE FLY

 

[Willco]

What kind of fly though?

A BRUNDLE FLY!

 

[The Shadow]

Well, I've filed a Better Business Bureau complaint against EA

Shortly after, goodcow was never heard from again...

 

[mashoutposse]

Good for you! (I mean it sincerely, not sarcastic)

 

[Incognito]

:lol :lol :lol @ goodcow.

ever the consummate citizen. i could imagine him pulling someone over for not making a full stop and then telling the disorderly villian, "CITIZENS ARRESSTTTT!!!!!!"

:lol

 

[Phoenix]

Dude that's awesome. The whole CD emul thing is bad enough, but you're right the lack of toll free customer support is just unconscionable.

Unfortunately there is no law that requires that they make their technical support accessible at no cost to you.

 

[Joe]

yeah they're really not doing anything illegal or unethical.

 

[goodcow]

Unfortunately there is no law that requires that they make their technical support accessible at no cost to you.

That should be changed, based on income and revenue. At the very least, they shouldn't hang up on you, you should always be given the option to be placed on hold.

 

[Miguel]

"EA CRUSH PUNY HUMAN!"

 

[Phoenix]

That should be changed, based on income and revenue. At the very least, they shouldn't hang up on you, you should always be given the option to be placed on hold.

Heh, then take the next step and write your local and state representatives because that's the only way its going to change. Every time someone brings up the consumer bill of rights in congress it seems like their political career ends abruptly.

Nevertheless the EULA they have with you will pretty much say "you have the right to send it back to us for a refund" and since they can determine if they want the software to install via any attempt at copy protection, the BBB isn't going to do anything.

In this case EA hasn't done anything illegal. To make it illegal you need to go to the people that make the laws, it the ones that try to enforce them.

 

[Flynn]

Big props.

If more consumers complained about shitty service it would go away.

As it is, people accept it, so it's part of the business plan.

 

[RedDwarf]

I wonder what programs it looks for. Good job Goodcow, more people need to complain about crappy service.

 

[Tritroid]

"EA CRUSH PUNY HUMAN!"

:lol

My thoughts exactly.

 

[goodcow]

I wonder what programs it looks for. Good job Goodcow, more people need to complain about crappy service.

That's the thing, I thought it was the virtual drive from Pinnacle Instant CD Copy, but I uninstalled the program, and The Sims 2 still won't run. Not that I should even be forced to uninstall a legal program in the first place to run another one.

Ironically, I'm going to have to download an illegal crack when all is said and done to get this to work, but they don't have a working one yet. (it's apparently using some specialized internal version of SafeDisc2 which is a bitch to crack)

 

[SyNapSe]

In this case EA hasn't done anything illegal. To make it illegal you need to go to the people that make the laws, it the ones that try to enforce them.

The BBB is only used for cases of illegal practices? Isn't that normally the courts? I thought the BBB was used to report businesses that were shady in their dealings. i.e. not illegal, but just overall poor service or unbelievable disatisfaction.

 

[goodcow]

I've finally fixed it.

CloneCD was the culprit.

 

[Rorschach]

What happens to your complaint now?

 

[goodcow]

What happens to your complaint now?

The fact that they offer shit customer service is still 100% valid, so my complaint stands.

2.5 billion last year, and no 800 number? Even Sega has an 800 number.

 

[Miguel]

That's the thing, I thought it was the virtual drive from Pinnacle Instant CD Copy, but I uninstalled the program, and The Sims 2 still won't run. Not that I should even be forced to uninstall a legal program in the first place to run another one.

Ironically, I'm going to have to download an illegal crack when all is said and done to get this to work, but they don't have a working one yet. (it's apparently using some specialized internal version of SafeDisc2 which is a bitch to crack)

The truth is revealed!

 

[Phoenix]

The BBB is only used for cases of illegal practices? Isn't that normally the courts? I thought the BBB was used to report businesses that were shady in their dealings. i.e. not illegal, but just overall poor service or unbelievable disatisfaction.

Yes and know. The BBB isn't a shoulder to cry on or a sounding board. If you bring them something that is legitimately wrong they will attempt a conflict resolution and if its illegal they will actually work with you to go through the legal process (though they themselves will not get involved in it). You can call them and say "Burger King fries were cold when I went through the drivethru", but you will find that not much will come of it because there charter isn't really for general complaints, but to warn consumers of shady dealings like "Burger King staff knowingly leave cold fries out for their consumers and refuse to make fresh ones on request". The former 'may' go in the BK file, the later will get an investigation and may become a class action. The goal of the BBB is to do things so the government 'doesn't get involved' but involves them on issues where it may become necessary.

Back in the day there were computer dealers who were knowingly reselling returned parts as new without recertifying them. The company would change names and be in business under several different names. The BBB was unable to get the company t play fair because there were no specific laws preventing the behavior so they worked with legal channels to bring fraud charges against the company and require that they have contact information that listed ALL of the businesses that they were 'DBA' (doing business as).

If you REALLY want change, you have to get it into law - and that's been really hard to do.... as much as I would love that to be the case, particularly with computer software and video games.

 

[fart]

i agree with this. the very least a consumer can do about shitty service and intrusive business practices is bitch until it changes.

and god i hate shitty software more than just about anything

 

[Dragmire]

Even Sega has an 800 number.

That makes it sound really bad! Poor Sega.

 

[NetMapel]

Oh my, I am very impressed by your little complain message. Nice grammar and very persuasive. Good job !

 

[Mike Works]

God that would be funny if one guy from the internet could take down EA. Imagine how SEGA would feel.

 

[MIMIC]

This gives me an idea: I should file one against AOL.

 

[ohamsie]

EA Games

CHALLENGE EVERYTHING.

 

[Miguel]

EA Games

CHALLENGE EVERYTHING.

Cause it's not really that funny.

 

[Celicar]

That's awesome! Stick it to the man!

 

[Flynn]

Cause it's not really that funny.

I laughed.

 

[DarienA]

<EA defense measures engage!>

Well #1 is strange, #2 is not uncommon. EA's phone support line isn't the only one to do it Verizon does it too. If there hold queue is too large the announcement tells you to call back later. But that's at least better than DirectTV, where if their queue is too large you get the automated system that lets you in... asks for and confirms your personal information, says it's transferring you... then you get a busy signal.

 

[xsarien]

I somehow expect this from the guy who tried to get EBGames.com to price match a $2 difference.

Listen:

Welcome to modern PC gaming. The software is usually filled with bugs, glitches, and probably overly paranoid about whether or not you're running a legit copy. It's part of the reason I've all but abandoned the platform for all but a precious few games in favor of consoles. Regardless, it's not that EA is saying that you're not allowed to have CD emulation software on your machine, it's saying that the game won't run with it installed. Semantics, they make a world of difference. They're not questioning your entitlement, just your ability to run the software. I have every right to have any video board I want, but you know, if Doom 3 bitches about my particular hardware choice, it's not time to report them.

Send EA an e-mail, don't they have support boards as well? Filing a BBB complaint because (shock) they don't have a toll-free support line is pretty, well...it's 2004, you're reaching. And not having a toll-free line should be illegal? Are you nuts? When you're required to own a copy of The Sims, let me know, you'll have a valid argument. But until then, get in line, call back later if they ask you to, suck it up, and just deal with the fact that you're expectations of a $2.5 billion company to care about one copy of a $50 game glitching out may be a little too pie-in-the-sky.

 

[Loki]

<EA defense measures engage!>

Well #1 is strange, #2 is not uncommon. EA's phone support line isn't the only one to do it Verizon does it too. If there hold queue is too large the announcement tells you to call back later. But that's at least better than DirectTV, where if their queue is too large you get the automated system that lets you in... asks for and confirms your personal information, says it's transferring you... then you get a busy signal.

HAH! So true! What's worse is when you get "transferred" and then all of a sudden it starts ringing, and then you get the message that goes, "if you'd like to make a call, please hang up and try again". Gah!

 

[Shinobi]

<EA defense measures engage!>

:lol