Here’s the latest in the ongoing SimCity 2013 saga.
1. Some high level boffin in EA responds to the furor over their broken game by telling customers they can request a refund if they’re not happy.
“If you regrettably feel that we let you down, you can of course request a refund for your order at http://help.origin.com/contact-us, though we are currently still in the process of resolving this issue.”
2. Customer requests refund because he’s not happy.
3. EA tells customer that they will not issue a refund for digital (Origin) purchases. And what’s more if they seek relief by initiating a chargeback at their bank, their Origin account and all the games thereon will be banned*.
Is this simply a case of the left hand not knowing what the right hand is doing?
Is it incompetence?
Or is it out and out lying by EA’s Origin global community manager Marcel Hatam?
In my opinion it has to be the latter. Hatam knew that Origin did not issue refunds, and he did not qualify that in his initial announcement. Good as lying wouldn’t you say? If not, Hatam is obviously incompetent and shouldn’t be in charge of such an important part of EA’s business strategy.
At the very least EA isn’t a company that a consumer should trust. I think this incident proves that.
* This is one of the reasons that I create a new account for each Blizzard game I buy. There’s no chance of losing all my games by making a mistake or by someone else’s maliciousness. I’m also safe(r) from a hack affecting all my games.