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How do I receive a price adjustment... (Support chat transcript included)
sims2freak737
Posts: 2,543 Member
Hey everyone, did anyone else take advantage of the "FILLYOURSTOCKING" 30% off promo code only to find out the games you bought are now 50% off? I bought Pets and now a week later it's 50% off and I'm on with customer support and they're telling me they can't provide a price adjustment. I understand sales happening now and then but 7 days. Come on...
Update: I just got off with customer support and was offered a 15% off code I declined. I want my issue resolved not to give you more money.
Update: I just got off with customer support and was offered a 15% off code I declined. I want my issue resolved not to give you more money.
Post edited by sims2freak737 on
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On the phone instead of chat. When it happened to
Me, I had just bought outdoor retreat and then it went on sale. They erased the game from my origin and I had to re-buy it. If that suits you, it’s an option you could request!
My humble advice is to check the company policy on "Price Adjustment". Some companies and retail stores when they have a sale that takes off a percentage from an item they treat is as a "Final Sale" or "As Is" which means that you cant return the item or ask for a price adjustment just because when you bought last week was 30% off and now this week is 50% off. However depending on the company/store exception could be made on the discretion of the supervisor or manager. Give them another call and speak to an representative if you believe or feel they are not being helpful resolving your situation than ask them to speak with a supervisor or manager.
@Cocoapugs - I just asked for them to erase it and re-buy and they said they can't do that...
I'm not trying to sound like a spoiled brat but this is infuriating customer service. It's insane. The representative isn't even responding now. They're just waiting for me to exit the chat.
Inderdeep
Thanks for contacting EA Help, my name is Inderdeep. How may I assist you today?
you
Hi there, I contacted support last night but wasn't exactly satisfied. I purchased The Sims 4 Pets a week ago at 30% off and it's now on sale for 50% off. I was told there is no option for a price adjustment and declined a 15% off coupon because I don't have an intention of spending more money. I was wondering if I can get a price adjustment since it's a significant change in price for only being a week.
Inderdeep
Hello.
Inderdeep
Hello.
Inderdeep
[my name], let me clearly tell you that promotion varies from time to time.
Inderdeep
As you have purchased the game when it was 30% off so, we won't be able to make any changes into it.
you
Is there a way to have it removed from my account and I can repurchase it?
Inderdeep
The items already on sale cannot be refunded.
Inderdeep
In future also their will be no sale and many players will purchase the game and they can also say to us that earlier the sale was going on. Can we have 50% discount.
Inderdeep
EA is also doing business and promotion and sale has been decided by the Management team.
Inderdeep
Hence, no adjustments can be made to the money.
you
I totally understand there are sales every once and a while and I have never requested a price adjustment or return until now. As a customer, I'm feeling punished for taking advantage of a holiday sale (FILLYOURSTOCKING 30% off coupon) and finding out 7 days later it's a better sale. There was absolutely no indication there would be another sale for the holidays so of course I would feel pressured to buy the game during that time.
you
Is there any other support channel I can go through? Every time I come on here for help I never have my issues resolved and am offered a 15% off coupon in the hopes I'll spend more money with the company.
Inderdeep
The sale completely depends upon the marketing team.
you
I understand that but the chat support is here to help customers with issues such as this.
you
Can you please direct me to the page where it states items bought on sale cannot be price adjusted?
Inderdeep
Please understand that every job has some limitations, and whatever is in my hands I am doing it for you.
you
Can my case be bumped up?
Inderdeep
I completely understand, however, had it been in my hands I would have done something about it.
Inderdeep
Due to tool limitations, I’m sorry we’ll not be able to adjust any money in this case.
Inderdeep
Is there anything else?
you
Is there another level of support my case can be sent to?
Inderdeep
No.
you
Can you please direct me to a policy regarding price adjustments..? I'm trying to find one and cannot find it.
Inderdeep
This is because we have no policy for price adjustments.
Inderdeep
I’ve provided you with the best possible resolution for the issue.
Inderdeep
If there is anything else, I’ll be glad to assist you with.
you
Can you please direct me to a policy regarding final sale items?
you
?
you
Are you still here?
you
Hello..?
you
Are you ignoring me?
The chat session has ended. Please contact us again if you need further help.
I'm also furious of the wrong use of "there" but that's another story haha
Your fighting for 8 dollars, not 20.
The game is 40. You got it at 30% of. 30% of 40 is 12, so you paid 28 dollars for the game. They now offered a 50% of deal, 50% of 40 is 20. The difference is 8 dollars and should not be expect to get 20 dollars back off a 28 dollar purchase.
So, in your original post, there is no way for you go go about getting back your 20 dollars, when you already got 12 dollars off. You sound like you are trying to get Cats and Dogs for 8 dollars according to the math in the first post.
This is the return policy since March 16,2015-https://www.origin.com/usa/en-us/store/great-game-guarantee-terms
Returns and Cancellations-https://help.ea.com/en-us/help/account/returns-and@sims2freak737
I'm not sure if EA would allow a return after the seventh day but you can try to officially dispute the charge by going
to their website--https://help.ea.com/en/contact-us/new/
and choosing "The Sims 4/Orders/Dispute Charge. You can than select the contact method of your preference.
Don't know if you paid by credit card but if you did give them a call and let them know that you would like to dispute a transaction that was made. I also would suggest to save all the chat transcript that you have as evidence to your credit card company that you have made the request and the EA representative were not willing to cooperate on finding a solution to resolve the issue.
It was the last. He was nasty beyond belief.
And I later found out, does not even reside in this country.
Apparently you can get EA CS job living anywhere on the planet. Or so it seems.
(Not that residence is the problem but that it made him not care, not know what to really do, and just tried to get rid of me - and then he even hung up on me!
But the big problem was that he was really rude, bad PR/CS skills.
Maybe they need to go where I did, for certification in CS, because that one call should have had him fired.
I remember the days of excellent CS, and Yes, it really did exist.
I remember them forgetting about me...many months later, get an email where they apologized and offered help, but it was too late, lol.
Who do they think their salaries come from?
And yes, I am very much nice, polite, etc...unless they start with me, to the point that no one would put up with it.
I miss the cheerful, kind, nice CS reps!
Even if things don't get resolved the way one wants, it's still important to be respectful, nice, and professional.
I either deal with fallout of price changes, or I don't click the "Buy" button.
It's not worth the headache or stress anymore...
Try not to fret too much. I am sorry things didn't go so well.
Happy Holidays!
TINY HOUSE CHALLENGE
The May Family
Modeling Career?
@pepperjax1230 - Online retailer or not, every store I have ever shopped at has policies for price adjustments... I wouldn't have an issue if the sale was you know, a month later, but marking something down another 20% a week later and not giving customers an option to price adjust just feels like a slap in the face.
It’s not a slap in the face at all. It’s business. They are not required to let you know about all of their sales in advance. And you are not entitled to a price adjustment at all. You purchased it on sale. You knew what you were doing. No one forced you to do it.
Most companies have a policy that all sale items are final and non refundable. Sims 4 DLC are non refundable as well. You can only refund a base game for a limited time after purchasing. DLCs are non refundable.
Demanding a price adjustment sounds really weird to me. Like what if a person bought a game on the day it came out and then it went on sale 2 weeks later. Should they be refunded the difference? I don’t think so.
You decided to buy it for 30% off. It was your decision. All packs eventually go on sale for 50% off. You didn’t want to wait. It was your choice. Now you can’t really complain.
I simply came on here to ask if there was a way to get a price adjustment and have been provided some nice help from @Cocoapugs, @Katiardguez, @poisonedsodapop, and @SimplySimazing. @Gruffman was kind enough to point out my error in price. You have made the decision to tell me Sims 4 DLC items are non refundable without providing a link to the policy (to which I'm not requesting refund), and use the same argument regarding items going on sale weeks later to which I've acknowledged I completely agree with. If you're here to help then it is greatly appreciated but all you've done is tell me I don't have the right to be upset or complain without providing sufficient proof.
Saying "not to be rude", then blatently being rude does not excuse rude behavior.
@pepperjax1230 - Obviously they have a way to "price adjust". Steam provides refunds/price adjustments and it's clearly stated in their policy. Yes, I understand this isn't Steam but your argument of how online retailers work is invalid.
@ladybreid - Even if they don't have a policy, they clearly have the tools to provide this service to customers. I don't see how I'm out of line in any way especially after the way the customer service representative handled the situation. There is a big difference between saying they can't do something and simply choosing not to. Not having a policy isn't a logical argument because they have to then expect circumstances like this to arise and have an appropriate way of handling it.
The "logical argument" is that they don't have a price adjustment policy.
You can ask, no one has told you that you can't ask. You asked, they answered. You posted on the forums, you got opinions. That won't change their policy.
I read the transcript you posted and I really don't see how they were rude or out of line.
I bought 2 packs of Thomas's English Muffins Thursday at the regular price and yesterday (Friday) they were on sale buy one get one free, my grocer isn't going to refund the 4.95 for the second pack I paid for the day before. It isn't the stores policy not because it states that there is no price adjustment but because it does not state that there is a price adjustment. The business doesn't need to state policies it doesn't hold, only those it does hold.
Saying "not to be rude", then blatently being rude does not excuse rude behavior.
I’m just giving you the reality of your situation.
Also, you can easily find my sources yourself if you go to any of the Sims 4 dlc details page on origin. It will say something like “Origin Great Game Guarantee: Not Eligible”. It means the sale is final and no refund will be given if you don’t like the game, or change your mind, or any other reason.
info: Your approximate wait time is 0 minute.
info: Thank you for contacting us. rishabh will help you soon.
rishabh: Thanks for contacting EA Help, my name is rishabh. How may I assist you today?
you: I just bought a sims 4 game for a friend and used papal, but I wanted to use the funds I had in my ea wallet. I have no money in my bank.
rishabh: Can I get your name to address you better?
you: James
rishabh: Nice to meet you James.
rishabh: So you are experiencing some issues with your payment if I am not wrong.
you: yes
you: i just used the wrong payment method
rishabh: Okay so normally which payment method do you use while purchasing game?
you: Ea wallet
rishabh: See though there is one time exception for refund but I am doing it only for you as you have used the wrong payment method somehow, sounds good?
you: yes thank you
rishabh: May I have your order no to proceed further?
you: 1003421133972
rishabh: Thanks mate. Here you go.
you: thank you so much
you: dose not so as a refund yet might take some time
info: Your chat transcript will be sent to at the end of your chat session.
you: now it does
rishabh: Your refund has been done from our side. You will receive it within 4-5 working days.
you: thanks again and happy holidays
rishabh: Is there anything else I can do for you today?
I will be closing this topic as it seems to be going around in circles.
Under the Great Game Guarantee DLCs (including expansion packs) are non-refundable:
- Mage