EB Games has conceded that it will refund those who purchased Fallout 76 from either its retail outlets or online store and then tried to seek a refund due to faults in the game between November 14th 2018 and October 31st 2019.
This is after October’s ACCC finding that Bethesda had misled customers about what they were getting when purchasing Fallout 76. EB Games had subsequently informed customers that they weren’t entitled to a refund, which led customers to go to the ACCC to seek their rights.
Customers who believe they are eligible for a refund need to contact EB Games before August 1st by emailing EB Games’ customer service team at customer.supportAUS@ebgames.com. It goes without saying that you will lose the right to play the game once refunded.
Electronics Boutique Australia Pty Ltd (trading as EB Games) has undertaken to refund consumers after acknowledging they are likely to have misled consumers about their consumer guarantee rights in relation to faults with the online video game Fallout 76.
Consumers had complained to the ACCC that EB Games representatives had advised them they were not entitled to a refund after they experienced a range of faults with the Fallout 76 game, including problems with servers and bugs in the game.
EB Games has provided a court-enforceable undertaking to the ACCC, committing to refund consumers who contacted EB Games between 14 November 2018 and 31 October 2019 to request a refund for the Fallout 76 game due to faults and were denied a refund.
“The Australian Consumer Law provides consumers with the right to ask for their choice of a repair, replacement or refund when they have purchased a product that has a fault which amounts to a major failure,” ACCC Commissioner Sarah Court said.
“Retailers must ensure that they train their staff so they do not misrepresent to consumers their consumer guarantee rights under the Australian Consumer Law, including the right to obtain a refund in certain circumstances.”
Consumers who are eligible for a refund from EB Games because they were denied a refund should contact EB Games before 1 August 2020 by emailing the EB Games Customer Service Centre at customer.supportAUS@ebgames.com to request a refund.
Consumers who accept a refund will lose their entitlement to access and play the game.