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Posts: 1
Registered: ‎03-15-2017

Best Buy Beware: FIFA Deluxe 2017 no longer honored by EA origins

[ Edited ]

Context: I purchased the FIFA Deluxe 17 game from BB and picked it up Nov 30th. I redeemed the code during the 1st week of December.

 

Which on its own is in the fine print since the game box states 20 Jumbo packs but does not expressly state that this will be delivered weekly and you have to log into the Ultimate Game to access it on the box before you buy the game.....

 

But, lets assume its caveat emptor for the buyer. They did not even hold their end of the bargain for the product. Secondly they keep referring to everything as Pre order when the game I purchased from Best Buy was not pre-ordered but after the launch date

 

Back to my case, if I redeemed the code in December, and he weekly Jumbo packs were designed to show up weekly for 20 weeks. This would end 1st week in April. I stopped getting my codes in February...

 

So, I reached out to EA Origins to solve the problem....and that is where the untruths began (you can review the chat for details and I hope Best Buy pasy attention to this and removes all the Deluxe games from their floor and online for the FIFA 2017 Deluxe otherwise it will be part of false advertising.

 

 

EA origins claimed that it was always a promotion and the promotion ended February 2017. Please note that at the time I redeemed the codes, I was supposed to get the packs for 20 weeks, they refused to address that and stated that the promotion was over. 

 

So I think Best Buy has the corporate responsibility to stop selling something that has expired codes on them (I am sure Best Buy may not be even aware of this) and secondly represent loyal customers like me in challenging this abrupt stop by EA Origins especially when they did not keep their own end of the bargain to supply Jumbo packs for 20 weeks. This is unfair and straight forward dishonesty by EA Origins. 

 

See the ctranscript of the chat below as evidence (Useful sections have been highlighted, Representative name responding is called Ashish and I am responding as "you") 

 

I really hope someone from Best Buy will look into this issue

 

3/15/2017 Chat Window

You are now ready to chat with Ashish.
Ashish
Thanks for contacting EA Customer Experience, my name is Ashish. How may I assist you today?
you
Hello Ashish I have an issue with missing Jumbo packs that I keep getting wrong responses to and I need some clarification from EA about it
Ashish
Hello!
Ashish
May I know what jumbo packs are you talking about?
you
Jumbo packs from the FIFA 17 Deluxe game edition. The current case # is {removed per forum guidelines} and my issue is to know how the scripted response matches with what actually
happened/
Ashish
And May I know your gamertag plaese?
you
{removed per forum guidelines} 
Ashish
Thanks
Ashish
When you bought the FIFA 17 deluxe edition?
you
November 24th
Ashish
Okay.
you
Eevryone keeps talking about redeeming the code before October 16th but I bought the game after the game was launch and after the prelaunch
rule that is being referred to
so I don't understand why that is being applied to my case when it is not applicable

 

Ashish
Just give me a moment.
Ashish
Let me check.
you
Thank you
Ashish
Thank you so much for waiting.
Ashish
May I know for how much weeks you did not receive your packs?
you
I honestly cannot remember but I couldn't find the packs by February
Ashish
Do you remember the day when you redeemed the code?
you
it was on xbox one
Ashish
I am talking about the Date?
you
No I cannot, remember the date
Ashish
Dear EA customer, the offer was that when you will redeem the code you will receive packs for 20 weeks.
Ashish
And as I can see that tour game was purchased on 12th of October 2016. And from that date 20 weeks are over.
Ashish
That is why you are not able to receive packs any more.

you

But again, I have evidence showing the purchase date is Nov 24th and i did not redeem the code till December
you
I will copy and paste the online receipt her now
Ashish
Please send me that.
you
It is not allowing me to post the screenshot file...How do I upload a file to you?
Ashish
I am sharing a link with you. Please wait.
Ashish
https://help.ea.com/enin/
help/faq/howtoattachafiletoyoureahelpticket/
Ashish
Please refer to this link
you
i have attached it to the case #{removed per forum guidelines} 
you
can you see it
Ashish
What is the name of the file?
you
Best Buy Order details
you
As you can see I did not even pick the order up till 11/30/2016 and that's why I know i did not redeem the code till december
Ashish
The pics are not clear.
you
Its a PDF file

you
not a pic
Ashish
I can barely read the information on it.
Ashish
Okay
Ashish
Sorry.
you
the file name is Best Buy Order Details
Ashish
But there is no pdf file attached.
Ashish
Now I got it.
you
But I can see it uploaded here on my screen for case # {removed per forum guidelines} 
Ashish
Ya I can see it now.
Ashish
Just give me a moment.
you
thank you!
Ashish
When you redeemed the code then what was it showing?
you
it gave me some Jumbo packs and showed the game on Xbox as FiFA Deluxe. Since Feb all it shows is FIFA 17 Standard with no more jumbo packs

Ashish
Could you please confirm me that for how much weeks you received the packs?
you
Again, I cannot because I did not count it was for the weeks when I logged on ...
you
I did not keep a record unfortunately.
Ashish
Do you remember the date when you redeemed the code?
you
It could not have been earlier than the 1st week in December. that I am very sure of since I did not even pick it up from Best Buy till Nov 30th as shown on the receipt
Ashish
Okay.
you
I am sorry I do not remember the exact date but all I did was to redeem the code and I did not write down the redemption date.
Ashish
Would you mind holding for a couple of minutes while I fetch some relevant information?
Ashish
Okay,.\
you
Yes, thank you
Ashish
I have checked with my specialist team and I would like to tell you that all pre order promotion was ended so now there is nothing we can do from our end.
Ashish
Please let me know if there is anything else may I assist you with?
you
But if the promo was to end 20 weeks from when the code was redeemed, 20 weeks ends 1st week in April. Then I have not received my Jumbo packs for the promised period
of time. Can your specialist provide advice on this

Especially since I have spent March trying to get this resolved since I stopped getting the packs in February
you
Otherwise, how does the 20 week rule then apply if all the packs stopped appearing in February?
Ashish
Yes promotion was already ended in Feb17,
so now there is nothing we can do from our end.
Ashish
Had it been possible I would have done it for you.
you
But I did not get my 20 weeks promised redemption....that is what is frustrating for me. That is unfair. But thank you for trying
you
I will take it up with Best buy
Ashish
As a fifa fan I can understand your concern and as promotion was ended from studio end so there is nothing we can do from our end.
you
Thank you
Ashish
We can share your feedback to our studio team.

 

 

 

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Re: Best Buy Beware: FIFA Deluxe 2017 no longer honored by EA origins

[ Edited ]

Hi qbanky,

 

Wow!  That was quite the experience and I appreciate you taking the time to post in such great detail.  

 

I'll make sure to document this situation here at Best Buy Corporate.  We'll use this an opportunity to better understand the fulfillment and redemption process.  

 

I've purchased Deluxe Madden games in the past and they usually will give you 3 packs per week from the release date of the game.  If you purchased it later in the year, then you'd miss out on those initial packs.  That's why they encourage people to pre-order so they don't miss those packs.  Not sure that's the same principle for FIFA, but it sounds like they won't be able to provide the additional packs.  

 

I really am sorry for all the hassle you've had to endure throughout this process and we really do value your business.  I hope that you'll continue to purchase your games from us in the near future.  

Blake|Social Media Specialist | Best Buy® Corporate
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