Current Alerts For This Business
Pattern of Complaint:
On November 11, 2020, Better Business Bureau recognized a pattern of consumer complaints filed against Bungie, Inc. regarding customer service, products, and shipping/delivery issues. Consumers allege having difficulty reaching customer service and/or not receiving assistance when they do reach someone. In addition, consumers allege that the appeal process for a ban is unclear and that their statements are not being taken in consideration. Consumers claim that there are delays in items being shipped and/or delivered, and that they are receiving defective products.
On November 23, 2021, Bungie Inc. responded to BBB. Bungie, Inc. is working to eliminate the underlying pattern of complaints by accomplishing the following:
“With regard to the issue of the appeals process for receiving a ban, we do let players know that they may not receive a response, nor is there any guarantee that a ban or suspension will be overturned. We believe these, and other notices about the appeals process that can be found here: https://help.bungie.net/hc/en-us/articles/360049024492 are straightforward and clear. The appeals process is not an avenue for disputing the validity of detections, but rather for providing users the means to demonstrate that the infraction was a result of in-game functionality. Due to the nature of most incidents that lead to an account restriction, in the majority of cases, we are not willing to divulge the specifics of what the incident was or how we detected it, as this information can be used to circumvent detections in the future. This is a necessary step to ensure the continued security and enjoyment of the game.
Regarding orders placed with the Bungie Store, we are acutely aware that we have not been meeting either our customers’ or our own standards and are taking several steps to address the issues. Unfortunately, both a transition to a new platform and the effects of the global supply chain shortages have been greatly delaying the responses to customer concerns beyond what we deemed acceptable. Our store team recently developed a new strategy to speed up response times, including hiring additional staff, to ensure that we meet both our customer’s expectations and ours. We have also reached out to the Destiny community (such as tweets like the following: https://twitter.com/BungieStore/status/1461790204574978061?s=20 to provide them with a better idea as to when to expect certain high demand items, given current supply chain restraints. We are confident that these steps will both help set expectations on when customers will receive their purchases and provide more prompt feedback to any customer concerns.”