Electronic Arts (EA)

I preordered a limited edition game package on October 3rd, 2008 at $149.99 and paid an additional $9 for expedited shipping to receive the package the week of its release. The release date for the game was October 14th. There was no notification of any package release or preparation for release even 2 days after its release. The normal edition of the game was available at retail outlets the 15th.

I contacted EA numerous times to see if there was any update on the limited edition delivery. If there was a delay in them getting the contents together for it, then I would accept a delayed date. However, they did say that they were shipping out and I had heard from online sites that there were delays. So no problem, I had not been charged yet on my credit card.

Wednesday Oct 15, I contacted an EA Store representative about the package. He was trying to tell me that the package was sent out and that I should receive it by Friday. However, there was no notification message to me and the website still only showed the package as processing, which it had read since the 3rd.

The rep said that it should be there and to call back if no email or package wasn't received by Friday 3PM. I called back on Thursday since the status on the site had not changed and there was still no charge, nor email about shipment. At this time, many people on forums had started saying that they did get email notifications and seeing charges go through. The rep I talked to this day said that it should have ben out and that his sytem showed as shipped. At this time, the site still showed it in the same processing state it had been in. The rep said he would escalate this to management.

In the atfernoon on Thursday Oct 16th, I saw that a shipping email was sent to me, the site status was updated to complete, and I was charged for the package. A tracking number was supplied in the email saying that it was shipped with Fed Ex, but the number was actually for UPS. Going onto the UPS site, it showed that they had received notification of a package, but that nothing had been received by them yet. Fine, it might be later in the day, but at this point, I was starting to get sour about having paid for expedited shipping when this was anything but expedited.

On Friday, I contacted EA Store again during the day since the status still showed at UPS as only having received notification and still no package. They said it was out and I should get it. I told them that it was a UPS id, not FedEx and that their store site was broken in that I could not properly see my order reliably, nor the customer support questions I had enetered. Friday went by and no change in the UPS status, and no package. Friday night I added yet another update to the one question I could see on the support site that I had entered (though it still said that there were 3 questions). At this point I started to address my anger and concern and that I felt that I should be provided an update and at the very least be reimbursed for the expedited shipping charges.

Saturday, I received an update to my update on the one question I can access on the site that basically only iterated that the ID was indeed for UPS and not Fed-Ex. Yet the status is still not update which means that even if they get the package to UPS on Monday in time for overnight, I would not receive my package until a full week after its release. I responded back (the site did not show the rep update on my question, though it did say it was last updated by EA; again, the site tools are broken) that I demand the issue to be escalated to management since I have now been charged since last week, with no UPS update on having received the package and that I shoudl get an immediate response, be refunded the shipping charges and possibly be credited for something due to poor customer service and follow through. I put these points in the message to EA store hoping that it will motivate the rep to send the message to management.

At this point, I doubt I will see the package on Tuesday and am considering calling my credit card company to have the amount charged to it refused. This is absloutely a poor way to provide service to someone giving them $150 for what should be a premium experience. At this point I will NEVER order form this service again, and even considering not buying any products put out by this compnay in the future.

Sincerely,

Kenneth Stanford

Regarding all of you complaining about pogo.

Do a search for California Attorney General's office. It has a page you can email a complaint.

Electronic Arts owns Pogo.com.

Their Company information is:

Electronic Arts
209 Redwood Shores Parkway
Redwood City, CA 94065
Phone: [protected]
Fax: [protected]

The key executives are:

John Riccitiello, CEO & Executive Director
Frank D. Gibeau, President of EA Games Label
Peter Moore, President of EA Sports Division
Gerhard Florin, Executive Vice President of International Publishing
Linda J. Srere, Marketing Consultant, Advertising Consultant, Director, Chairman of Compensation Committee and Member of Nominating and Governance Committee

Any and all complaints should be CC'd to these people via mail or fax stating that you are complaining to the Attorney General about their UNFAIR practices.

If you want to get it done, you have to complain right.

I subscribed to this company for one year to play games. Knowing it was coming up for renewal, I tried to contact them. I cannot finds a phone number, but I did send an e-mail on their website (I don't have a record, as it did not go through my personal email account) in February to let them know that I did not want to renew. I just found the charge on my credit card for 4/11
This was their reply
Hi,

Thank you for contacting Electronic Arts.

Unfortunately, due to the nature of our service, we do not offer refunds for the subscription fees for any of our online games. In the event of a cancellation, Electronic Arts will not be able to provide any type of pro-rated refund or extension of unused access time. In order to avoid any charges, customers will need to cancel the billing of their account before the subscription fee has been deducted.

In any case, in order to cancel your account, please do the following:

1) Go to www.pogo.com, Click "Sign In" on the top right of the page.
2) Enter your Screen Name and Password.
3) Click on "My Stuff" option and choose "MY Account" from the drop down menu.
4.) Click on “View Your Subscription Info.”
5) Enter your password and click OK. After this you will be at a page where you will be able to view your subscription status.
6) Click on cancel subscription link next to the game subscription you'd like to cancel.
7) On the next page you will get two options:

1) Cancel immediately.
2) Cancel at the end of the billing plan.

Chose the second option to play the remaining game time and to cancel the automatic renewal of your Club Pogo subscription.

If there is anything else I can help you with please let me know.

Thank you

Amit
EA Online Support

Customer04/21/2008 03:39 PM
JoJoEdg
12/22/1955
54960
[protected]
I emailed this info in February, stating I did not want to renew my subscription... please credit my account $39.99 and cancel me out...

I am a member of Pogo community and i find it very intense and chilling as soon as i am logged into there website. I am addicted to this game Pogo Bowl and theres a room called Foul Line (uncensored) and it has a bunch of screen names that make threats, bully, abuse, and try to take friends away from you. To mention a few screen names, Hotjake58, Sinsationalyurs, Cyndi151, Outlawsmyname, phx1up, Shasshy70, Smokeme58y, Terjo93p, Vandergroef, CelticPoolShark.

They threaten you, bully you, gang up on you until you are defenseless. I want these screen names investigated because i am sure it is 1 man and double browsing.

IF YOU HAVE BEEN SCAMMED BY POGO, HERE IS WHAT YOU NEED TO KNOW!

Pogo.com the internet gaming site that claims to have jackpots and prizes for winners, DOES NOT PAY THE WINNERS! They give everyone the same pre-written generic letter stating that the person cheated or somehow violated the site's Terms Of Service at some point in the player's membership, and with a thorough investigation within the company, it has been found that in more than 75% of cases, this is NOT TRUE. These prize winners are COMPLETELY ELIGIBLE to win these prizes and yet are denied because Pogo.com simply refuses to pay. They are scamming and conning not only the game players but their long list of company investors. If you want to STOP POGO FROM COMMITTING FRAUD, contact the investors directly and let them know that the company they dump thousands or millions of dollars into is a fraudulent company and needs to be stopped!
Here are the investors for Pogo.com:

Kleiner Perkins Caufield and Byers

Ameritech

Invesco Private Capital

Liberty Digital

Nokia Ventures

Vertex Management

Wasserstein Adelson Ventures