I don't post much at all, only due to my hectic life, but I love this
group. I know if I have a question someone usually comes through with
answer.
I have had a awful experience with EA Games and UPS. Matter of fact
it isn't over yet and I don't know if I will ever get Sims3.
I pre-ordered the game (collectors edition) back in February only so I
wouldn't forget and to have it on my door step so I could play as soon
as it hit. "YEAH I know but I am truly an addict".
Well truly did forget til I seen the sign at Wal-Mart as I was heading
in the store 6/2/09. Palm to the forehead "How could I forget?" Told
ya I would (Poor memory). Then I thought hey I pre-ordered this how
come I don't have it already????????? HMMMMMmmmm. Rushing home only in
hopes that my daughter or mother had retrieved from UPS earlier in the
day. Got there asked them both and NOTHING. Hmmmm Nothing. So to the
computer I flew. Tried bringing up EA Games Store site. There site
is just as disorganized as their whole company. Anyways after about
30 minutes of digging around and finding the right location I find the
link to "recently orders" open it there only to it as shipment
complete. "WHAT!!!!!! oh heck NO!!" So off to send e-mail as to why I
had not received my game etc. Oh I also tried button that said VIEW
INVOICE to no avail it did not work. Said something to the effect
this feature not work at this time, refresh or try again later. So I
did all that and still nothing. Fustrated at is all and too tired to
mess with the situation off to bed I went.
6/3/09 After work I rush home to see if there was e-mail by any
chance. OF COURSE NOT, not even a peep from them. So searched on
sites trying to find phone number. Never could find one. So I
finally thought of one of the booklets in one of the previous games.
Gave them a call and mind you they DO NOT!! have a toll free number
for their customers. Thirty minutes plus later I was able to speak
to a nice young lady. She was able to give my tracking number on
packagebut that I had to go to UPS since they were the ones who were
in possession of the game last. Mind you this said my delivery date
was 6/1/09 at 9:29am. I was like this can't be; I, my daughter and my
mother were all at home at this time. It said " FRONT DOOR" as
delivery location. If that was the case if they left it at front door
I would have stepped on it as we left for appt at 10am. (HMMMMMM no
box, no knock no doorbell) I wasn't happy but at that point it made
sense. So next was the call to UPS. Another one of those companys
with automated phone system. GRRRRRRR Finally reaching someone, and
telling them of the situation and going over the delivery. They told
me the company that shipped it would have to make the claim since they
were the onces that shipped it out. I was furious, they are the ones
that did not get it to the right location. The gentleman said they
would investigate though by sending message to local store. So
message was sent to local to get the drivers side of things. Well so
now what do I do? I guess I better call EA Games back and ask them to
put in claim on that package that DID NOT ARRIVE at this customers
residence.
Just then I receive call from lady with the local UPS. After giving
her the tracking number and my story, She too told me I would have to
go to EA Games to get them to put claim in on it. She also was so
bold to say I don't understand why it took me 2 days to contact them.
Of course I explained the situation about putting in e-mail with EA
etc. Then she also said she would talk to the driver, but he was one
of her best drivers and she could ask him to do any and he would do it
and get it right. I felt like well heck this ain't good backing their
employees to the hilt. Hey accidents do happen and I was willing to
understand that but she was all defensive from the get go. I wasn't
pointing any fingers I was just telling them I didn't get it and
something needed to be done. I was just shaking my head as I hung
up. Thinking this is not good, not good at all.
Then I preceeded to call EA Games back to get them to call in a
claim. After 40 min of waiting again (AT MY EXPENSE) and my temper
was rising. The young man came on the line, I explained the
situation, gave him the ref# and went over all the previous calls of
the evening. I said I was told by UPS that they (EA Games) had to make
the claim he was hesitant and put me on hold. Came back and said
ma'am we can't do that. We see that the package has been delivered so
it is basically out of our hands. If I wanted I needed to make the
claim myself with UPS. I then demanded to speak with supervisor.
This was just unreal. After a LONG wait again another gentleman gets
on the phone. I tell him the whole situation over again. He just
kept saying there was nothing further they could do. He said if it
was him he would go back to UPS demand a signature. If they couldn't
provide one then it is was them that had correct the situation. SO no
help from them at all. I was saying I have been loyal customer since
way back before the original sims ever came out. Some I bought
through EA direct and some from local store. Yet all and all pooring
my hard earned money into their company. I told him this was piss
poor service to customers let alone no 800# for one nor a back line
number to get back to someone to help on a certain problem. I was so
made I was in tears when I hung up.
So back to UPS I went. I spoke with another gentleman, having to go
through the whole thing because it was YET another person. I hate you
can't get back to someone direct. THIS WAS CRAZY. He did agree to
start the investigation process on it. Said they did not have a
signature. He said it should have been requested to have a mandatory
signature (EAGAMES should have done this) so he says. So it is at
there disgression to leave packages at front doors.
GRRRRRRRRRRRRRRRRRRRR. I said but your company was the last to have
it. YET I do not have a product I paid good money to get here. I
even took 2 day express etc. So he started the process where this
will lead I don't know. He said they will STILL have to speak with EA
Games before there is any final decision. Now whether that will
happen it dont know. I doubt it.
6/4/09 Got home last night called EA games to let them know they will
still need to please talk to UPS. Got real nice man (yet another) He
SAYS he is going to escalate this etc. So the story continues. Will
I get my money back. I HAVE MY DOUBTS!!!
6/5/09 Calling UPS tonight have not heard anything from them as I was
told I would. HMMMMMMM
Rose
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