Electronic Arts: You Screwed Up. Your Customers Deserve Refunds
Electronic Arts' new downloadable SimCity has been a huge disappointment. The company's had ongoing server issues that make it impossible for some users to access the game. Those who are able to get in aren't able to use all the features the game promised.
Many users have demanded refunds, but EA has refused to pay up citing company policy. But the issue isn't so cut and dried. Customers who purchase physical copies of EA games get a 14-day return period. And while EA's United States policy says they do not offer refunds on downloadable games, European customers get a 14-day "cooling-off" period during which they can withdraw their downloaded purchase.
Not only are the disparate policies unfair, it's absolutely unreasonable that the company won't compensate customers for its mistakes. In an internal memo, EA even admitted customer reactions were "justified."
Tell Electronic Arts to do the right thing by its customers and issue refunds to all people who experienced problems.
Dear [Decision Maker],
I am writing to express my disappointment and frustration at Electronic Arts' response to customers who have asked for refunds after experiencing serious problems with your latest
SimCity game.
The inconsistency in your refund policies -- between physical and downloadable games and also between purchases in the United States and Europe -- are unfair, particularly in this context. Internal memos from EA have shown your company knows you are at fault for customer's poor experience. You need to pay for your mistakes.
[
Your comments will be added here]
Please do the right thing and issue refunds to all customers experiencing problems with
SimCity who request one. Thank you.
