Well I have loved EA Sports’ NHL 12 immensely - but I had an issue where I got kicked out of an online game and I had to speak to an online representative to try to get my downloadable content refunded – or re-downloaded in some way. Here is how it went:
Samarth: Hi, my name is Samarth. How may I help you?
939046282: Hello Samarth
Samarth: Thank you for choosing EA customer service.
939046282: I had an issue with a game I was playing in NHL 12
Samarth: Please share the issue.
939046282: I was playing an offline tournament game in the mode “Hockey Ultimate Team” and right in the middle I was told I lost a connection to the EA servers
939046282: I wasn’t concerned when I read it but it kicked me out of the game and reset my status in the tournament
Samarth: Okay so it is in online mode.
939046282: I suppose
939046282: I wasn’t playing against another player I was playing against the computer
939046282: but I suppose that is an online mode
Samarth: Okay we will try some steps to get the issue fixed.
939046282: ok
Samarth: Let’s first try to clear your console cache, this can sometimes cause issues with game. To remove these files, follow the steps mentioned at the below given link:http://support.microsoft.com/kb/971755
939046282: ok one moment
939046282: ok I just did that
Samarth: Next thing you can do is to powercycle your modem. This is done by unplugging your modem from the power supply and letting it rest for about 10 to 15 minutes and then plugging it back in. During this time, you can reset your Xbox 360′s time and date setting to the 11/15/2005 by following the below given steps.• Press the Xbox Guide button on the controller to enter the Dashboard.
• Sign out of Xbox Live by pressing the X button.
• Select the System blade.
• Select Console Settings and press the A button.
• Select Clock and press the A button.
• Change the date to 11/15/2005 and press the A button to accept.
Combined, these steps may be able to refresh your console’s connection to Xbox Live and resolve most, if not all of your connectivity issues.
939046282: ok but I never lost connection to xbox live
939046282: the game just said it lost connection to your servers
Samarth: Okay please try this and then try to access the game and see if it happens again.
939046282: ok one moment
Samarth: Sure.
939046282: ok I just did that
Samarth: Okay now try to access the game and see if there are any changes.
939046282: ok
Samarth: Thank you.
939046282: well it just downloaded an update
Samarth: Okay.
939046282: it is still trying to connect to EA servers
Samarth: No problem,take your time.
939046282: ok it just connected
Samarth: Okay.
939046282: it still has me as not participating the the offline tournament though
Samarth: Okay.
Samarth: Try to participate it.
939046282: ok it lets me participate but it makes me start all over
Samarth: Okay try to play the game and see if the issue persists.
939046282: ok it lets me start and it isn’t kicking me out
Samarth: Okay great.
939046282: ok but this stinks I have to spend all this time going through the tournament again and spend money on the game in order to let me play
Samarth: Okay.
Samarth: If you face any problem later,please feel free to contact us back again.
939046282: but I have a problem that I lost some access to the cards I “bought” with my microsoft points
939046282: like contract cards etc… and now I have to use them up again to do this tournament
Samarth: Yes you can redownload it from the xbox live and then access them.
939046282: but I can’t redownload them without spending more microsoft points
939046282: if I can I would love to
Samarth: No it will not ask you to buy.
Samarth: Please login and check.
939046282: oh one second
Samarth: Sure.
939046282: well I can’t see where it lets me
939046282: I just see the place that lets me buy again
Samarth: Sign in to Xbox LIVE by using the gamertag that you are using when you originally downloaded the content.
Press the Guide button on the controller.
Go to the Settings area, and then select Account Management.
Select Download History.
Select the item that you want to download.
Select Download again.939046282: oh ok
939046282: the only things in my history are the NHL 12 online pass and the NHL 12 demo
939046282: I redownloaded the online pass but nothing seems different about the game
Samarth: Okay have you purchased the items for fifa 12?
939046282: no I don’t have that game
Samarth: Okay then what is the exact issue you are facing now?
939046282: well everything works but everything about the game is acting like I played the game and lost
939046282: but I didn’t lose
939046282: so I have to consume the game resources again jut to get back to where I was, not to mention the fact I lost the resources for that game
Samarth: Okay it happens you have to play the game again from the beginning.
Samarth: Yes you may have lost it but if you have not purchased it you will have to get it back after playing the game.
939046282: I’m sorry I’m not sure I know what you mean
Samarth: You may have lost the contents.
939046282: right
939046282: I suppose I was hoping I could have my status rest to where it was before I got kicked out
939046282: as opposed to having to spend more money on booster packs for my team
939046282: to recoup what I just lost
939046282: or if I could get credits for more Hockey Pucks EA Sports uses as currency to buy the booster packs myself
Samarth: Okay.
Samarth: So you are saying that you have lost them?
939046282: well not lost exactly – they were just “consumed” even though I didn’t finish the game
Samarth: Okay.
Samarth: Try to play the game and then you will get them back at a certain point and then there will be no issues.
939046282: how can I be sure?
Samarth: Try to play it and if you face any problem,please feel free to contact us back again.
939046282: but how do I get a replacement booster pack?
939046282: the only reason I care is because I spent Microsoft points on them
939046282: if I didn’t spend real money on them I wouldn’t really care because I know glitches happen
Samarth: Okay.
Samarth: Have you lost them after the disconnection?
939046282: essentially – I set them up to be consumed during the game that got disconnected
939046282: and I barely had a chance to start – much less finish
Samarth: Are they the packs or cards?
939046282: well I used the cards in a pack
Samarth: Unfortunately, there are some technical difficulties that we are experiencing at our end which is the cause of the issue that you are encountering. Please be patient, the issue will be fixed soon.
939046282: I understand
Samarth: Some people are facing the issues and the issue will be devised soon.
Samarth: Is there anything else I can help you with today?
939046282: is there a way I could get credits so I can restock my cards at a later time when things are working better?
939046282: or like I said earlier – if I could reset everything to the way it was earlier?
939046282: I think it was my first game I played all day so if things got reset from the way things were 8 hours ago that would be fine too
939046282: but even simpler if there was a way I could redownload a booster pack I think that would be sufficient
Samarth: I am really sorry but it can not be reset.
Samarth: I wish I could have done anything to help you out but the issue is from the servers end as there is some outage.
939046282: I understand – I know sometimes problems happen – but now I have lost money
Samarth: Yes once the issue is fixed you will receive the money back.
939046282: ok
Samarth: So please be patient and the issue will be devised soon.
939046282: ok how will the credit happen?
939046282: is it something that will allow me to download a replacement pack when the service is running well again?
Samarth: Please provide me your gamer tag id and the email id linked with it.
939046282: ok my Gamer Tag is JimmyVV and the email associated with it is xxxxx@xxx.xxx
939046282: I really appreciate your help
Samarth: Thank you for providing me the information.
Samarth: Please be patient and you will receive them soon.
939046282: ok is there a way I can follow up if I need to?
Samarth: Yes you will be notified via email and then you can get the cards back.
939046282: ok – well I mean if for some reason I don’t get an email – is there a way I can follow up?
939046282: so I don’t have to explain the situation to someone else
Samarth: Yes you can provide “144xxx” as an reference id and they will read it and you will not have to explain them again.
939046282: ok fabulous
939046282: do have an idea of timeframe?
Samarth: Is there anything else I can help you with today?
Samarth: Sorry I don’t have an ETA as that is handled by a different team I don’t have the information.
939046282: oh I see
Samarth: I sincerely regret any inconvenience caused due to this issue.
939046282: I appreciate it
Samarth: Thank you for your participation. Have a wonderful day.For future reference, a transcript of this chat can be found within the ‘My Stuff’ above.
Samarth has disconnected.