Friday, 01 November 2019 13:37

Zenimax to refund customers over Fallout 76 game issue: ACCC Featured

By

Three related video gaming companies - ZeniMax Media, Zenimax Australia and Europe - who told consumers that they were not entitled to a refund after they had experienced a variety of faults with the Fallout 76 game - have now agreed to provide refunds to those consumers.

The companies' decision to now offer refunds comes after the competition watchdog, the Australian Competition and Consumer Commission (ACCC), received complaints that ZeniMax representatives told consumers that they were not entitled to a refund after they had experienced a variety of faults with the Fallout 76 game, including, in some cases, problems with the servers, lagging, graphic and visual problems.

The ACCC says the companies - who have accepted a court-enforceable undertaking - had accepted that their actions were likely to have contravened the Australian Consumer Law (ACL) and acknowledged they were likely to have misled consumers about their consumer guarantee rights in relation to the online action game Fallout 76.

“ZeniMax has acknowledged that they are likely to have misled certain Australian consumers about their rights to a refund when they experienced faults with their Fallout 76 game,” ACCC Commissioner Sarah Court said.

Court said ZeniMax will offer to provide refunds to consumers who contacted them between 24 November 2018 and 1 June 2019 to request a refund and have not already received one - and consumers who accept a refund will no longer be entitled to access and play the game.

“When a consumer buys a product it comes with automatic consumer guarantees, and retailers must ensure their refunds and returns policies do not misrepresent what the Australian Consumer Law provides,” Court said.

“When a consumer has purchased a product that has a fault which amounts to a major failure, the Australian Consumer Law provides them with the right to ask for their choice of either a repair, replacement or refund.”

ZeniMax has also undertaken to amend its customer service documents and scripts to address the ACCC’s concerns about misrepresentation of the consumer guarantee rights under the ACL.

CHIEF DATA & ANALYTICS OFFICER BRISBANE 2020

26-27 February 2020 | Hilton Brisbane

Connecting the region’s leading data analytics professionals to drive and inspire your future strategy

Leading the data analytics division has never been easy, but now the challenge is on to remain ahead of the competition and reap the massive rewards as a strategic executive.

Do you want to leverage data governance as an enabler?Are you working at driving AI/ML implementation?

Want to stay abreast of data privacy and AI ethics requirements? Are you working hard to push predictive analytics to the limits?

With so much to keep on top of in such a rapidly changing technology space, collaboration is key to success. You don't need to struggle alone, network and share your struggles as well as your tips for success at CDAO Brisbane.

Discover how your peers have tackled the very same issues you face daily. Network with over 140 of your peers and hear from the leading professionals in your industry. Leverage this community of data and analytics enthusiasts to advance your strategy to the next level.

Download the Agenda to find out more

DOWNLOAD NOW!

Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

VENDOR NEWS & EVENTS

REVIEWS

Recent Comments