Here is an email I sent to EA Support:
Quote:
Me
Dear EA Support,
Please read the following carefully and in full. This is no query that can be answered by copy/paste answers, or by "consulting the extensive self-help knowledgebase".
I play Crysis in Vista 64-bit. I want my Crysis to work like any game should (i.e. Properly), and EA Download Manager is preventing this. I'm really becoming sick of only being able to play the game through the EA Download manager which doesn't even recognise that my OS is 64-bit.
EADM only executes Crysis in 32-bit mode, and when I try to manually execute Crysis.exe in the Bin64 folder, I get the "EC:5570" error. It works fine if I run Crysis through EADM, but like I said it can only run Crysis in 32-bit mode. I believe that this "EC:5570" error is a problem with EADM. And for your information, my Crysis has the latest update (1.21 hotfix - build version 6156), and there is NOTHING wrong with my computer system. I have a Computer Science degree and have been building computers for 12 years, so I would know if there was a problem with my Operating System or otherwise.
I have searched around on several forums for over 2 hours now and have still not found a solution to my specific problem (that is: 32-bit works fine, but 64-bit gives EC:5570 error). The only possible solution I can think of is to obtain a retail DVD copy of Crysis and apply the well-known 64-bit fixes that only work for retail-copy customers. The other alternative is to download an illegal cracked .exe of the game which I am not willing to do, as I have paid for it and therefore it should function correctly in the first place.
This leads me to my next question. Please see my last typed message in my previous question on my account, with reference #: 071114-001567. I was misled by EA's advertising and emails into pre-ordering Crysis directly from EA Store. I was deliberately given the impression that if I didn't buy directly from the EA Store, I wouldn't be among the first to play the game upon its release. In addition I was misled further by EA's infamous lying email sent to all Pre-Order Crysis customers, which I'm sure you know all about. After all this, it turned out that I was NOT the first to play the game, not even by a couple of days! The retail copies of the game was being released in several countries more than 48 hours before my Digital copy was unlocked. So while everybody else was having fun playing the game before me and telling me all about it, I'm sitting at my desk pulling my hair out asking "WHY IS THIS HAPPENING? I PAID EA STORES SPECIFICALLY SO THIS WOULD NOT HAPPEN!"
I was totally disgusted at what happened because essentially I was led to believe that in order to be the first to play Crysis I *HAD* to purchase a digital copy, when clearly this was NOT the case, and in fact, it was the total OPPOSITE. The price I paid could have got me a Retail Special Edition, rather than something where I would have to pay EXTRA for something I already own if I want to download it again after 6 months, and even then it is only available for 2 years after. And EVEN THEN in order to run Crysis, I'm forced to first run some useless piece of software (EADM) which can't even differentiate between 32-bit and 64-bit. If I was given some disclaimer when purchasing the digital copy that I would be experiencing restricted execution of the game through 3rd party software, I definitely would NOT have ordered the game through EA Stores.
I want to play my games by just double clicking on a "Crysis" shortcut like normal people. Nowhere did it say when purchasing online that I would be denied this. It said the game would be DOWNLOADED through EA download manager, but nothing was mentioned about how it was to be run!
So, considering I legally own this game already, and the only reasonable solution to my issues would be to use a retail copy rather than a poorly implemented "No-CD" system, I hereby request that you replace my digital rights to this game with an actual physical DVD copy of equal value to what I initially paid. I think this is fair, and if you disagree I would like to know why, rather than a simple "Sorry we cannot do that".
I look forward to hearing your reply,
Heofz
23rd August Update: Right, EA Support and I have exchanged a few messages and they have been TOTALLY useless. Here is everything said so far:
Quote:
EA Support
Hello Heofz,
Thank you for contacting Electronic Arts Technical Support, I do apologize for the inconvenience that you're encountering with the game right now. I understand you're having issues with the EA Download Manager for the Crysis game.
If I may ask, what troubleshooting steps have tried so far to solve the issue that you're encountering?
This error occurs when there are files associated with the EA Download Manager that have been corrupted. First, you will need to backup the EA Download Manager cache folder, without reinstalling the game. To do this:
1. Exit EA Download Manager.
2. Double-click on My Computer.
3. Double-click the C drive.
4. Double-click the ProgramData folder.
5. Double-click the Electronic Arts folder.
6. Double-click the EA Download Manager folder.
7. Move the cache folder to your desktop.
Next you will need to uninstall, download, and reinstall EA Download Manager.
> If you cannot uninstall EA Download Manager, read our Knowledge Base article about manual uninstall.
ANSWER
Next, restore the cache folder:
1. Exit EA Download Manager.
2. Double-click on My Computer.
3. Double-click the C drive.
4. Double-click the ProgramData folder.
5. Double-click the Electronic Arts folder.
6. Double-click the EA Download Manager folder.
7. Move the cache folder from your desktop.
8. Replace the empty cache folder when prompted.
Finally, log back into EA Download Manager and play the game.
Please accept our apologies for the inconvenience caused, if you experience any further difficulties in this matter please let us know.
For the latest technical support information about your favorite EA games, be sure to check out our online support page at *support.ea.com.
Thank you,
Christian T.
EA Technical Support
Quote:
Me
Hi Christian,
I saw this solution posted in the forums already, and have tried all this and it made absolutely no difference whatsoever, as expected.
EADM functions just as it was designed, yet I still cannot execute Bin64/Crysis.exe, as it still gives me the EC:5570 error. Crysis still runs fine in 32-bit mode when executed from EADM (both before *and* after this fix was performed), but that is not what I'm concerned with.
Like I said, my problem most definitely cannot be resolved by copy/paste answers, as EADM is fundamentally flawed by design, not by anything else. The only solution is to completely take EADM out of the equation, which means exchanging my 'digital-copy' for an actual physical copy of the same value, i.e. Crysis Special Edition. Can you please arrange this?
Quote:
EA Support
Hello Heofz!
Thank you for contacting Electronic Arts Technical Support. I apologize for the trouble you're having with EA Download Manager.
Unfortunately, we do not refund or exchange downloadable version to a disk version. EA Download Manager is built off of Microsoft Internet Explorer. There may be a conflicting program or an Internet Explorer setting that may cause this error.
To prevent programs from conflicting with the EA Download Manager, use the Task Manager to end any unnecessary background processes.
How to end your background tasks:
Online Help Answer
If your Internet Explorer security settings are set to a level that is too high, the EA Download Manager communication will be blocked to and from our server.
How to adjust your Internet Explorer settings:
Online Help Answer
Spyware can affect the usage of the EA Download Manager. You can use Spybot Search & Destroy and 'Ad Aware SE' to clean your system (available at Free Software Downloads and Reviews - Download.com for free). Please try to download, install, update and use them to make sure your system is not affected by any spyware.
You may also want to disable any other security programs you may have running. If you know how, you may want to add the EA Download Manager to the Allowed or Exceptions List. If you need assistance configuring your security programs, please contact the manufacturer for more information.
Be sure your system time and date are correct to your geography. You may need to check the time stored on your system CMOS as well as the time in the Windows operating system. To adjust the time on your system CMOS, please check with your system manufacturer or consult your owner's manual. To change the time in Windows:
Right-click the clock that shows on your Windows Taskbar.
Select 'Adjust Date/Time.'
If you don't see the system time on the taskbar:
Right-click your Windows Taskbar and select Properties.
When the Taskbar and Start Menu Properties applet appears, select the 'Taskbar' tab is selected.
Be sure that the 'Show the clock' check box is selected.
Click OK.
The clock should now appear opposite of the Start button. You can now check and edit the time easily as described above.
Should you require further assistance about this or any Electronic Art games in the future please visit our website and review our extensive Self Help knowledgebase (*support.ea.com).
Sincerely,
Chris P.
EA Technical Support
*sigh*. I described the exact nature of my problem and he's talking about fixing NETWORK issues regarding EA Download Manager not being able to connect to the internet? Totally useless!
Quote:
Me
Hello Chris,
You must have failed to read the FIRST post I made in this query (08/19/2008 12:13 PM). I have CATEGORICALLY said that there is nothing wrong with my computer. There is NO program conflicting with EA Download Manager. EA Download Manager is at fault BY DESIGN. Whatever your guys at EA tech labs did to modify the Crysis.exe files (so that they work only when EA Download Manager is running in the background), they messed up. I do not know how to make this clearer so I will simply repeat what I said before:
My EADM functions just as it was intended, yet I still cannot execute Bin64/Crysis.exe, as it still gives me the EC:5570 error. Crysis still runs fine in 32-bit mode when executed from EADM (both before *and* after this fix was performed), but that is not what I'm concerned with.
EA Download Manager HAS NO OPTION TO RUN CRYSIS IN 64-BIT MODE. THIS IS THE PROBLEM YOU FAIL TO SEE AND THEREFORE WON'T FIX FOR ME.
I have no idea why you think this EC:5570 error is being caused by my internet explorer settings. In fact I'm stunned you even bothered to paste that in there! I mean no disrespect, but either you have no knowledge on how Crysis was modified by EA or you think that I'm a novice at computing. Like I said, there is NOTHING wrong with my computer or my operating system. and like I already said, I have been building computers for over 12 YEARS. I know ALL about spyware and firewalls and antivirus software etc. No background programs are conflicting with Crysis and my date/time are just fine. The problem I am having has NOTHING to do with any of these things. (I periodically scan for viruses and don't use background real-time protection, I definitely have no spyware, and the only firewall I use is the hardware firewall on my network).
You said that you "do not refund or exchange downloadable version to a disk version". EA Games distribute Crysis both online and to retailers in DVD form. So what is actually stopping you from helping me? Additionally, both of you have totally neglected any acknowledgement of everything I said regarding me being misled by EA into buying a downloadable version rather than a proper version, which if resolved as I suggested, WILL FIX EVERYTHING. I want to know: What are you going to do about it?
For the 2ND TIME you guys have chosen to send me copy/paste replies despite me SPECIFICALLY TELLING YOU that doing that will be useless. What's more, you even recommended that I should "review your extensive Self Help knowledgebase". Did you even read the first paragraph of the first post I made in this online query? Allow me to reiterate...
BEFORE YOU BEGIN TO TYPE YOUR NEXT REPLY. READ THIS AT LEAST 3 TIMES:
================================================== ==
THIS IS NO ISSUE THAT CAN BE ANSWERED BY YOUR COPY/PASTE ANSWERS, OR BY ME "CONSULTING THE EXTENSIVE SELF-HELP KNOWLEDGEBASE". IF THIS PROBLEM IS BEYOND YOUR TRAINING, PLEASE DO NOT WASTE ANY MORE OF OUR TIME; REFER ME TO YOUR SUPERVISOR.
Ok, so maybe I'm sounding a wee bit peeved by now. But I believe I'm justified in my actions. I have told them I'm not a novice yet they are still talking to me like one. I made my points quite blunt and clear in this reply. I think even a 15 year old would be able to fully understand what I'm trying to convey here. So you think that they finally get what I'm saying and come back with a comprehensive response right? WRONG!
Quote:
EA Support
Hi,
Thank you for contacting us here at Electronic Arts Technical Support. I apologize for the difficulty with the game.
In order to best troubleshoot your issue, I'm going to need additional system information. Please send me this information from a program called dxdiag.exe. To do this:
· Go to Start -> Run.
· In the box, type the following: dxdiag
· Click "OK"
· Click the "Save All Information" button on the first screen of the
application.
· Then on top of the "Save As" box that pops up, select Desktop (if it's
not set to save there already), then click Save.
· Finally, attach the dxdiag.txt to your email reply.
After we receive this file we can continue troubleshooting the issues at
hand and hopefully come to a solution.
Should you require further assistance about this or any Electronic Arts games in the future please visit our website and review our extensive Self Help knowledgebase (support.ea.com).
Thank you,
Francis A.
EA Games Technical Support
dxdiag...DX-*******-DIAG? A copy/paste reply AGAIN? "Extensive Self Help knowledgebase" AGAIN?? Are you ******* kidding me?!?
This is my reply:
Quote:
Me
I wasn't going to be rude, but enough is enough. You are not responding to what I'm actually saying and I find that EXTREMELY rude. Why are you deliberately mocking me? Did you ACTUALLY read a SINGLE WORD I typed in my last reply? Am I even sending messages to a human being or are you an automated-reply bot that pastes paragraphs of instructions based on keywords?
For the love of all that is holy, STOP WITH YOUR STALLING TACTICS. I AM NOT AN IDIOT. I KNOW WHAT YOU ARE DOING. STOP IT.
Are you guys capable of manually typing ANYTHING that comprehensively replies to ANYTHING I ACTUALLY SAY?
You want me to give you my DirectX diagnostics, as if there was something wrong with my PC that is causing this problem? We have ALREADY ESTABLISHED that the "EC:5570" error I'm getting is to do with how your digital-copy version of Crysis is linked with EA Download Manager. It has NOTHING to do with DirectX. Both you know this and I know this. Why are you wasting my time? This is the equivalent to you blaming my graphics drivers for your faulty "CD Checking" software.
What is your internal policy with dealing with your customers who need ACTUAL COMPREHENSIVE SUPPORT? Seems to me your policy is: "Ignore everything the customer says, respond only with irrelevant advice until the customer becomes so frustrated that they give up. End of problem."
I'm curious, what happens once you run out of your copy/paste answers? Do you simply stop replying or do you just repeat the same advice starting from the beginning? Why not just paste ALL of them now so we can get them out of the way and discuss the ACTUAL ISSUE AT HAND.
I WAS CHEATED OUT OF MY MONEY BY EA FOR AN INFERIOR COPY OF CRYSIS THAT (SINCE THE v1.21 UPDATE PATCH) WILL NEVER RUN IN 64-BIT SO LONG AS I NEED TO RUN IT WITH EA DOWNLOAD MANAGER IN THE BACKGROUND. FACT. I WANT THIS ISSUE FIXING. WHY ARE YOU AVOIDING THIS ISSUE? HOW MANY TIMES MUST I REPEAT THIS UNTIL YOU PEOPLE FINALLY UNDERSTAND?!?
Also, to tech support agent #4 who reads this, as obviously this ticket is being dealt with by a new person every time it needs a reply (Seriously, why?). I STRONGLY RECOMMEND you read this ENTIRE support ticket before you paste any more replies.
30th August Update: OK guys, even if you thought EA support was poor, I think you will still be astounded by the level of incompetance shown in the following dialogue between myself and them:
Quote:
EA Support
Hello,
I'm sorry to hear that you are still having difficulty in loading the game due to the error.
Can you please send me this information from a program called dxdiag.exe so we can check if your system is capable of running the game in 64-bit. Since the game was running in 32-bit, this proves that there is no problem with the game.
o Go to Start -> Run or press on the Windows key on your keyboard plus the letter R.
o In the box, type the following: dxdiag
o Click "OK"
o Click the "Save All Information" button on the first screen of the application.
o Then on top of the "Save As" box that pops up, select Desktop (if it's not set to save there already), then click Save.
o Finally, attach the dxdiag.txt to your email reply.
After we receive this file we can continue troubleshooting the issues at hand and hopefully come to a solution.
And unfortunately, we cannot send you a DVD because you have purchased the downloaded version of the game.
If you have any other technical questions, feel free to reply to this e-mail and I will be very glad to help you out to the best of my ability. You may also visit our web site and review our extensive Self Help knowledge base (*support.ea.com).
Thank you,
Jayson G.
EA Tech Support
So they reply with the same DXDIAG instructions again? Jesus christ
Quote:
Me
There is no problem with the game if I substitute Crysis64/Crysis.exe for the 64-BIT CRACKED EXE. Like I said, my computer is not to blame for this problem. After publishing our past conversations on a public forum I have confirmed with others that I am not the only one experiencing this particular issue. Since the newest Crysis update, EA Download Manager prevents the 64-bit version of Crysis from running. THE PROBLEM IS THAT SIMPLE. The problem is EA Download Manager. FACT.
THERE IS NO DENYING THIS.
If you do not believe me, I have proof right here. I have attached a screenshot of my Crysis using a cracked EXE running in 64-bit on Very High settings. I took this screenshot (see attached) less than 15 minutes ago.
I reiterate. The problem is NOT MY COMPUTER. The problem is EA Download Manager was POORLY MADE. I'm SICK of being stuck with this rubbish software, ESPECIALLY as I was tricked by EA into being in this situation. I am also stupified that Crytek agreed to let EA butcher their customers' experience like this and not raise hell.
I demand a physical copy of the Crysis Special Edition DVD Version. This is the physical equivalent to the digital copy I purchased (because it came with the artwork, bonus music, collectors edition bonus disc, etc). And doing so will resolve this issue, because EA Download Manager will no longer be around to interfere with my copy of Crysis, which I paid for with my own hard earned cash. After I have received my physical copy, feel free to delete my EA Download Manager account, as I won't be needing it anymore.
Quote:
EA Support
Hello,
Thanks for getting back to us.
Unfortunately, we really need your system information to be able to continue troubleshooting your issue so could you please send it to us as instructed on the previous emails.
If you have any other technical questions, feel free to reply to this e-mail and I will be very glad to help you out to the best of my ability. You may also visit our web site and review our extensive Self Help knowledge base (*support.ea.com).
Thank you,
Jayson G.
EA Tech Support
*Sigh*... Seems they just don't want to do ANYTHING until I send them what they want. Even though it will not help either of us at all. Oh well, guess I'll send them the files anyway. Guess I have nothing to lose (apart from wasted time).
Quote:
Me
Ok, both dxdiag 32bit and 64bit information attached.
Quote:
EA Support
Hello,
Thanks for sending to us your system information . I apologize again because I'll be needing additional files from the EA Download Manager. Please send us the two html files that is located at: C:\ProgramData\Electronic Arts\EADM\cache\logs.
After I receive this files I can forward your issue to our Senior Tech for further investigation.
Please accept our sincerest apologies for any inconvenience caused.
If you have any other technical questions, feel free to reply to this e-mail and I will be very glad to help you out to the best of my ability. You may also visit our web site and review our extensive Self Help knowledge base (*support.ea.com).
Thank you,
Jayson G.
EA Tech Support
Quote:
Me
All HTML files attached.
*** 2 days later ***
Quote:
Me
So. As I'm sure you will have worked out by now. I was right all along.
So when do I get my physical copy as that is the ONLY WAY of resolving this problem?
Quote:
EA Support
Hi Heofz,
Thank you for contacting Electronic Arts.
Due to the nature of your issue, more time is required for investigation. I apologize for any prolonged delays this might cause, but please rest assured that we are trying to handle your issue in a timely manner. During this time, you may still update your incident with additional information that might help us resolve your issue without causing any additional delay. To update your incident click the link above that says, "To view or update your question from our support site, *support.ea.com ."
We appreciate the opportunity to assist you and look forward to getting you back in the game
Please accept our apology for any troubles or errors you may experience from time to time and your help.
Sincerely,
EARep Ana
Player Relations
Electronic Arts.
Follow up message that arrived the next day (today):
Quote:
EA Support
Greetings,
The issue you are experiencing is due to the fact that your license has expired. You did not purchase the extended download option and your year is up. You will have to purchase this again if you wish to continue playing.
Thank you,
Sean M
Electronic Arts Customer Support
O....M....F....G. So now they're trying to claim that my 6 month download access is now a 6 month play access? I smell utter BS here. I can't BELIEVE they tried this...
Quote:
Me
Dear Sean,
No. You are WRONG. If what you are saying is true then your EA Download Manager wouldn't allow me to play Crysis in 32-bit mode! Yet obviously it does, which totally invalidates everything you have said. Do you people think I'm an idiot or what? Clearly you people haven't got a clue what the technical cause of this problem is. And instead you repeatedly try to fob me off with useless replies that would only fool a novice user.
Regardless, the download extender is for allowing me to re-DOWNLOAD the game, not to PLAY it. Why are you lying to me just to get more of my money rather than fix my problem? It is called the "DOWNLOAD Extender Service", not "PLAY Extender Service". I have downloaded it and therefore can re-install it any time I like because i have already DOWNLOADED it. If i need to download it again, then sure I'd have to pay. But this has NOTHING to do with whether I can play it or not.
I HAVE REPEATEDLY SPELT OUT THE SPECIFICS OF THE PROBLEM. AND I HAVE REPEATEDLY SPELT OUT THE SOLUTION TO THIS PROBLEM. YET YOU STILL SEEM TO HAVE NO CLUE WHAT IS GOING ON.
I am ABSOLUTELY DISGUSTED at your technical support. You seem to know ABSOLUTELY NOTHING about the games you provide support for. You get me to send my DirectX diagnostics before deciding that the problem was my "license" all along? Do you think you can convince me of these lies and expect me to go away? I don't believe your lies for a single second.
NOWHERE IN MY TERMS AND CONDITIONS DID IT SAY I'M ONLY ALLOWED TO ***PLAY*** THE GAME FOR 6 MONTHS. THIS IS A BLATANT LIE AND I CANNOT BELIEVE YOU TRIED TO FOOL ME THIS WAY.
If this was true, NOBODY would have paid the £40 GBP or whatever it was to only have a licence to PLAY the game for only 6 months.
I'm SICK of this. I guess it is time for an ultimatum:
You have ONE FINAL CHANCE to show acknowledgement that the problem is yours to fix, and to show action that you will rectify this for me (which you are legally obliged to do by law) by any means possible. And in this current situation the only means to do this is to provide me with a physical copy of Crysis Special Edition, as that is the physical equivalent to the digital version that I purchased from EA. Obviously your tech support is too incompetant as to come up with any other solution, so this is the only one we will be concerned with.
THIS IS MY LAWFUL STATUTORY RIGHT AS A CONSUMER. IF YOU CONTINUE TO VIOLATE MY STATUTORY RIGHTS AND THUS BREAK THE LAW, I WILL BE FORCED TO TAKE EA TO SMALL CLAIMS COURT. I AM PROTECTED BY CONSUMER LAW; SOMETHING WHICH YOU SEEM TO BE TOTALLY OBLIVIOUS TO. YOUR POLICY OF "E.A.CANNOT REPLACE DIGITAL COPIES WITH PHYSICAL COPIES" IS ***NOT*** ABOVE THE LAW.
This is not the first time I've taken a company to court and I have not lost a case yet. Be warned now, this is no bluff. My court claim will be submitted online via *www.moneyclaim.gov.uk/ and you will be served the court notice by Northampton County Court. The amount I will be claiming for will be the amount it costs to purchase a new copy of Crysis Special Edition, plus legal fees.
Seriously, if you are going to continue denying that EA is at fault and continue to give me pathetic useless replies. Simply reply to this message with the address of UK's Electronic Arts HQ, and I will be happy to commence legal proceedings.
I am NOT amused by your PATHETIC excuse for "support". Also I have published this entire transcript between me and your support team on the internet. I hope you are proud of yourselves!
Quote:
Me
Actually you needn't bother with the address, I have it here:
Electronic Arts Limited
Onslow House
Onslow Street
Guildford
Surrey
GU1 4TN
United Kingdom
6th September Update: They sent this reply 55 minutes later:
Quote:
EA Support
Greetings,
Our records show that the order was activated on 2007-11-09.
This is the information that you received when you placed the order:
Extended Download Service is available for purchase on the shopping cart page when there are downloadable items present in your shopping cart.
Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this website (the "Site") for a period of two (2) years after the date the End User purchases the Product (the "Service").
This is explained in this link named "what is this" in the EA Extended Service item in your cart before check out. Here is the link for your reference:
EA Store (US) Online Store - Extended Download Service
Thank you,
Sean M
Electronic Arts Customer Support
Quote:
Me
Your utter incompentence and clear laziness, prominently highlighted by the fact you do not know the T & C 's for your own software, and the fact you have not read my replies properly has caused me vast amounts of mental stress; this is the last reply I will send you as a precursor to also reporting you to trading standards and contacting the chairman of EA with regards to his incompetant staff. I strongly advise you reread every one of my messages, and sort out your failings ASAP.
Obviously they were hoping that this ticket will just time out after 7 days and auto-close. Well today it nearly did (6 days, phew!) so I updated it with another message just to keep it open, and after that I got another reply...
Quote:
Me
This ticket stays open while CEO is contacted...
Quote:
EA Support
Greetings,
There is nothing else we can do here to help you.
I apologize for the inconvenience.
Thank you,
Sean M
Electronic Arts Customer Support
Quote:
Me
Uhh, how about actually reading what I said and responding to them?
From this point I'm just keeping the ticket alive while I find the contact details of EA's CEO/Chairman. I imagine any further contact with EA Support will be purely for idle chat.
Also, can somebody please give me an email address contact at EA such as the CEO or somebody to whom I can make a formal complaint about this here joke that is EA Support? I think if the CEO or chairman knew how support ran things he would be absolutely shocked & appauled, just as I am right now.
