My email to EA Customer Service about their warning policy & my unfair warning(s)

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My email to EA Customer Service about their warning policy & my unfair warning(s)

Post  Callum9432 on Thu Apr 05, 2012 2:23 pm

The hardest part of writing an email like this is always the start. But once you get started, you can't stop Laughing

I received an email a few days ago telling me that my account had been issued another warning. The email was "blank" as if it hadn't been filled in. I've attached an image to show what I mean.

I went to Live Chat, where I spoke with Raghav. He told me that the warning had been issued by forum admin for using inappropriate language, but he was unable to tell me the exact post that I gotten the warning for. I even asked him to give me a censored version, but he said he was unable to give me this info. However, he told me that next time my account would be banned so I should not post anything like this again.

I am asking again if I can be shown (even a censored version is fine) the post that I got this warning for. After all, how can I stop myself from posting something like that again if I don't even know what it is I posted that was against the rules?

This is the second warning I have received on my account. I felt that the first warning was unfair, and I contacted Live Chat about that one too. Unfortunately, I don't have a copy of the transcript for that one, but I do remember that I did not fully explain why I felt it was unfair.

Around about February last year, someone created an account on The Sims 3 website using the screen name 'Sesert34'. They used this account to upload other peoples' creations as their own. When they became more well known as a "serial plagiarist" they created new accounts (probably in case their first one was banned) and continued doing the same thing. Eventually, people started to speak out against this person on external blogs and The Sims 3 website itself. He (Sesert34) targeted these people with death threats. He made loads of new accounts using these peoples' screen names in inappropriate ways (death threats, sexual references) and he would send them gifts from The Sims 3 Store with threatening messages and messages asking people to give him illegal game registration codes so that he could post on the forums, as all of his original accounts with the games registered on them (accounts need to have games registered on them for the user to post on the forums) had been banned.
On more than one occasion, this person scammed Customer Service people through Live Chat into giving him new registration codes for games he had not bought. Whenever he got one of these, he would create a new account and register the code, then he would spam The Sims 3 forums for several hours at a time with inappropriate pictures of naked people and use all kinds of inappropriate language. He would make forum threads with titles such as "TIME TO KILL SOMEBODY".
This kind of behaviour went on for more than a year. In total, he managed to get onto the forums 4+ times and spammed them like that, and in between he would continue to create these other accounts and target people. In total, 169+ accounts were made. The most recent incident on the forums was on the 15th of January 2012.
Eventually, two regular people took matters into their own hands, tracked down this person's parents and put a stop to the behaviour. There hasn't been any sign of the person since the start of February.

Just a week after the 15th of January 2012 (the last time there was an incident on The Sims 3 forums), I made a post about the issue. At some point near the end of February/start of January, I received my first warning for "Board Disruption" for posting about this. That is what I felt was unfair. I received a warning for "Board Disruption" for posting about this person, and the post was made just a week after he spent 7+ hours spamming the forums with inappropriate language and pictures.

So, I am once again respectfully requesting that my first warning for "Board Disruption" be revoked.

I think that my second warning for "Inappropriate Language" may also be for a post about this issue. If it is, then I also respectfully request that my second warning be revoked. If it is not, then (depending on the post) I am willing to accept that I may have violated the Terms of Service when I really shouldn't, and have that remain.

But either way, I would like my first warning to be revoked, as I do not want to be this close to having my account banned for posting about a much worse issue, that went on for over a year.
The image that I attached:

Shocked See what I mean about not being able to stop? Laughing But it does feel good to get all of that off my chest.

So, what do you think?


Last edited by Callum9432 on Thu Apr 05, 2012 2:24 pm; edited 1 time in total
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Re: My email to EA Customer Service about their warning policy & my unfair warning(s)

Post  Callum9432 on Thu Apr 05, 2012 7:19 pm

Some important background info:

I received a warning for "Board Disruption" for a post made just a week after the incident with you-know-who on the day before MLK Jr. Day. The post didn't break ANY rules. I contacted Live Chat but they weren't helpful at all because I didn't explain about you-know-who.

I recieved another one the other day, and as you cam see in the picture, the email was blank. I contacted Live Chat again, and it was only slightly more helpful than before, as he was able to tell me what the warning was for. The rest was a waste of time, though.

You are now ready to chat with Raghav.

Raghav: Thanks for contacting EA Help! My name is Raghav how may I help you?

you: Hi, I received an email telling me that I had been issued a warning for violating the Terms of Service, but the email seems to be incomplete. It says:

you: Hello Your Electronic Arts account has been issued a warning for violating the terms of service for Electronic Arts Online. This is your (insert warning number; first, second, third, or fourth) warning for TOS violations. Further violations of the terms of service could lead to additional action, including suspension of services. Violation: [INSERT VIOLATION & CONTEXT OF VIOLATION] You can read the Terms of Service for Electronic Arts Online by going to the following web address. http://www.ea.com/global/legal/tos.jsp The Electronic Arts support team is available at http://help.ea.com should you have any general questions or concerns about the rule or its enforcement in the game, as we feel it is important to understand the rule completely before returning to the game world. Sincerely, Customer Support Electronic Arts, Inc. EA.com Customer Relations

you: Is this some kind of mistake?

Raghav: Callum, In order to check the details, please provide me your email account.

you: Okay, it is: *******************

Raghav: Callum, you've received correct email from our end.

you: What do you mean?

Raghav: You made made some volition on the forums that's why you've received this notification. This is the second warning to you. In the third time your account would be banned.

you: Can you tell me what I received a warning for? The exact post?

Raghav: yes,

Raghav: for using unappropriated language on forums.

you: I don't use inappropriate language. Can you quote it or something?

Raghav: I regret to say, but we wont be able to tell you the exact words you've used on the forums, but you've been warned for this. Please do not use any inappropriate language on the forums otherwise it'll lead towards your account ban.

you: Can you not censor the bad words when you quote? If this is about what I think it is, then I am quite annoyed at this warning being handed to me.

Raghav: Callum, I've already told you every possibility in this matter and provided all the relevant information to you.

you: I think this is a post of mine about a particularly nasty troll on the forums. He spammed the forums with all kind of inappropriate pictures and language. If I am correct, it is rediculous that I get a warning when the troll did this for over a yea.

you: *year.

Raghav: you've received this warning from forums admin and your account is still activated. If they found you using any inappropriate language then, necessary action will be taken against your account.

you: That doesn't excuse the fact that I am being punished for using one bad word (which would have been censored, anyway), when this person got away with posting all kinds of naked images and bad language (he beat the censor using _ and spaces). This person harassed me and many others.

Raghav: provide me his screen name and I'll forward it for further investigation.

you: His original screen name was Sesert34, but he made 169+ other accounts with offensive screen names. We have a list somewhere of most of them.

Raghav: Alright, I've forwarded his account details to our senior support for investigation.

you: Someone was in contact with an EA representative who was trying to deal with the issue. In the end, two regular people took matters into their own hands and stopped the person. My post would have been made before he was stopped.

Raghav: okay,

Raghav: Thank you for contacting EA. Is there anything else I can help you with today?

you: Now that I gave explained my actions, and the fact that there was a much worse issue going on at the time, is there any way my warning can be revoked?

you: *have

Raghav: These warnings have been send by forum admin. Their is nothing we can do in this. I'm adding this case number with your account and before sending any more warning to you, they'll check this case.

you: Well, I found this post on a moderator's page that shows that no rules were broken by posting about the issue:

you: Status Report POSTED ON 01/14/12 We are aware of the many concerns about the current troll situation. While investigations are still ongoing, everything possible is being done to locate and terminate all remaining rogue accounts as quickly as possible. Forum threads discussing the subject matter will be allowed, as long as there is no flaming or trolling by anyone. Be well advised, however, that creating or posting in such threads will almost certainly draw the attention of the serial troll(s). An official announcement to the community is still forthcoming, one that will hopefully allay concerns while at the same time not bring too much attention to the serial troll(s). Thanks everyone. Update 1/18/2012 The official announcement has been posted at the following link: http://forum.thesims3.com/jforum/posts/list/540/486829.page#747 1987

you: Link: http://www.thesims3.com/mypage/Nichaedemus/myblog Proof that this is a moderator: http://forum.thesims3.com/jforum/posts/list/379942.page

Raghav: okay,

Raghav: Is there anything else I can help you with today?

you: Also, the post I have been given a warning for is nearly two months old. Surely there is a time limit on when these warnings have to be issued?

Raghav: yes, they've a limit time.

Raghav: its over now for you.

you: So surely then my warning is invalid?

Raghav: first one was over,

Raghav: you've received a second warning on 2012-04-02 21:56:54.0

you: So isn't my first one invalid?

you: Which would mean I've only had one?

you: Or I only have one one my account?

Raghav: first one was over and this is the second one.

you: But does that not mean that my account only has one warning (the second one, because the first was invalid)?

Raghav: Callum, as I've already provided you all the reasons above why you've received this warning. First warning was cancelled, but you've received it for the second time. As of now your account is not banned, but if you do the same again then, your account would be banned. Due to the repeated nature of the request, we will no longer be able to assist you with this issue.

Raghav: If you need help with anything else, please feel free to contact us anytime!

Raghav: Have a nice day and week ahead.

Raghav: Take Care

Raghav: Bye!!

The chat session has ended. Please contact us again if you need further help.

It took him about 2-3 minutes to reply to each of my comments, but he managed to make the last 5 comments in ten seconds flat
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