Mass Effect 3 BBB Complaints: Constructive Settlement Example

This is an example of the text that can be entered in the settlement portion of our BBB complaint template. The intent in this example is to be polite and offer constructive criticism, while at the same time bringing more attention to the surveys, polls, and petitions that offer the best examples of our efforts.

Everyone is encouraged personalize this text with their own desired settlements, while remaining polite and professional. This will help Electronic Arts appreciate that we are trying to help them improve their reputation, and that we want to continue doing business with them as long as the respect us as consumers.

Important Notes

• This example is also provided as a text attachment on step 4 of Guidelines for Filing Mass Effect 3 BBB Complaints at the bottom of that page.
• The BBB online complaint form limits the settlement portion to 4,000 characters in plain text format.

Electronic Arts Mass Effect 3 BBB Complaint Settlement Example

I respectfully request that EA and BioWare make an honest effort to fulfill the promises they made and the expectations set by their marketing campaign.

One simple way to describe my ideal solution would be to make the final mission as epic and memorable as the missions on Tuchanka and Rannoch, and to provide at least 3 truly distinct ending options. Ideally, these changes should be added to the Extended Cut DLC BioWare announced for this summer; however, if more time is needed I would be satisfied by a follow up free DLC to be released at a later date in 2012.

BioWare should also use the most popular surveys, polls and petitions requesting changes to Mass Effect 3's for guidance in fixing the problems that have caused over 63,000 fans to express their dissatisfaction with this product.

Surveys and Polls
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http://social.bioware.com/forum/1/topic/355/index/11526308
http://social.bioware.com/633606/polls/28989/

Links to Petitions
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http://www.change.org/petitions/bioware-corp-we-want-a-dlc-that-changes-the-last-minutes-of-the-game
http://www.change.org/petitions/retake-mass-effect#
http://www.change.org/petitions/bioware-and-ea-games-change-the-ending-of-mass-effect-series
http://www.change.org/petitions/bioware-corp-alternate-ending-for-mass-effect-3-dlc
http://www.change.org/petitions/bioware-provide-a-happy-ending-dlc-for-mass-effect-3



Conclusion
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If the ending of Mass Effect 3 is fixed using the most popular professionally documented and requested feedback from fans; I will be satisfied.

I want to continue to purchase BioWare and EA products; this is an opportunity for making the ending of Mass Effect 3 a worthy conclusion of the series.

Additional Suggestions to Improve Customer Satisfaction
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I believe that EA spends too much capital on marketing their products; they should drastically cut their marketing budget and provide those financial resources to BioWare (and their other development studios) to improve the quality and content of their products. That will increase overall satisfaction with their products. EA should also avoid misleading and deceptive marketing; this will help increase customer loyalty and trust.

Current EA policy prevents dissatisfied consumers that purchased Mass Effect 3 (and other products) as a digital download through their Origin online store from obtaining a refund; this situation is worsened by EA's false advertising. This policy should be changed to enable refunds to all customers within a reasonable time period, regardless of how they purchased the product.