ComplaintsforSEGA Of America, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  SEGA owns rights to the game known as Project Sekai, aka ************: Colorful Stage. On June 11th, 2024, I lost access to my account on Project Sekai. The account was made through ****** Play and my email ******************** and had the name TheAd or TheAdvert. My phone was irrepably damaged and needed to be replaced. Before I turned in my broken phone, I transferred all the data on it to my new phone. Despite this, and despite the rest of my ****** Play data being transferred, my account on Project Sekai was lost. I had only found out I had lost access to my account after I had traded my old phone in and wiped its memory, meaning it was nlt recoverable through my old phone. So I turned to Project *****'s support page, which promised it could ***** me access to my account again if I filed an inquiry. The following week I messaged the support team back and forth, answering various questions about the in-game data of my lost account. Keep in mind many of these questions were very specific and allowed no room for error, such as how much of it's in game currency of crystals I had, which an average player will have thousands of. Despite answering every question as best I could remember, I was not told if any of my answers were correct, and were repeatedly asked questions I had already been asked. After about 5 sets of questions from the support team, they claimed I could not prove I owned the account. I emailed them back saying there must be some mistake, and tried to work with them, but they kindly told me to not message them. I decided to file a new report, using as accurate as information I still had, and this time provided multiple in-game screenshots from various times using my old account. Despite this new proof, they gave me the same response that they would not even consider it and that they decided the account wasn't mine. All my subsequent emails have been ignored. I ask only for SEGA to give me a human response and aid in recovering my account.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Sega recently released a scam called Sonic Origins Plus. It's supposed to be a compilation upgrade to Sonic Origins, however it's a fake. They sell you a physical copy, then then you have to buy the actual expansion again, because they use fake codes and you're not able to actually get the content you already paid for without paying twice. All codes to redeem for the content that they cut from the physical disc is fake; they all will give you a "code is already used" error. You have to buy what you've already bought again.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My issue is the anti consumer practices that Sega/Atlus has taken in regards to their approach with dlc. I was gifted the Collectors Edition of Soul Hackers 2. To my dismay, upon receiving the gift three dlcs were not included in the purchase. They said if you preordered the game you would be given the phantom thieves outfits dlc. And it turns out that was a lie because that was only available to digital copies. Which isnt fair because for me to have already spent over $199 you would expect that your preorder entitled you to that dlc but alas I wouldve had to buy the game twice if I wanted everything which is unfair. What is also unfair is that I paid for the collectors edition and I have a statue for a game character that wasnt included in my edition. In order for me to even get that character I wouldve needed to buy the premium digital deluxe edition of a game never mind that I already spent over $199 on one copy of the game. For people that bought physical copies of the game atlus is making us have to buy the game twice to get everything. Nor do they offer the dlc individually for purchase.I would like for Atlus to either provide me the above digital content or offer those individual games for purchase.They also lied by saying it was available for purchase as dlc which it is not.The other thing is in ***** they gave the dlc code for the Ai-ho kun and the phantom thieves costumes as physical codes for those bonuses. Only in NA did they choose to go the anti consumer route.For me to get everything I would need to buy a Time Machine and buy the game twice. And I also spent an extra $40 thinking that included all of the dlc but sadly it doesnt because one is gone forever and the other is locked to the fabled premium digital deluxe edition. It completely alienated physical game purchases.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Terrible costumer service

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 18th I purchased Sonic Frontiers Deluxe edition through Steam. I paid extra for the deluxe edition and I have received none of the content included in it. SEGA customer support has been no help and they are purposely closing me off because they view me as a nuisance. I have not harassed or threatened them. I simply want what I am owed. I also, redeemed their promo content prior to January 31st (the content being a simple pair of shoes in game) and they are refusing to look at my evidence and are not providing me with the correct phone numbers to call to get contact with someone. In fact, SEGA has a scam phone number listed online as their customer support number. In short, I have paid for content and it has not been delivered per Sega's actions. The only things I have as of right now are emails and I am waiting to see what SEGA says regarding what I have just told you. I have made it very clear to them but they seem to be not understanding what I am saying or pretending to not in order to simply brush me off and hope that I will let it go. I will not as I paid for that content and redeemed it on time, therefore, it is rightfully mine. I wouldn't have even made a BBB report if I wasn't so sure I was in the right.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a shirt from this company that arrived damaged. I sent pictures to their support team. Said team referred me to another department whose email and ********************* was no longer being used by the company. I sent months trying to get a return and or refund, going through the hoops they laid out for me. Recently, after speaking to them again, they said that since the sale happened over 30 days before, they did not have to rectify the situation. However I initially contacted within the ************************** months to go through all of the faulty and no longer functioning digital infrastructure. Currently, they are refusing to remedy the situation.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Playstation game called Sakura ***** Inside the box was a DLC code for the ga****t was already expired when I opened the box. I reached out to Sega. They told me they are not going to help **** tried ***** but **** said it is Sega's merchandise. I tried Sega again, and **** said he would not be able to help. Both **** and **** would not help me at Sega.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The date of the transaction was Feburary 17th, 2022, and it was the standard release date video game price of $60, and the commitment simple: A game that functions as intended.What the dispute is? The game doesn't function at all as intended, or as promised. I have been waiting for this game to come out for over a year, and it comes out a sloppy, buggy mess that has hidden software in it that the developers lied about, which reduces performance and causes extreme graphical problems. This is my personal complaint, but there are many, many others who are voicing their same opinion and being ignored, and I have been treated the same way: Ignored.But I really, honestly couldn't care less about this game, or it's developers, or it's publishers, I just want my money back. The sooner I get it, the sooner I move on. I uninstalled this game yesterday (March 17th) after not playing it for a month.Here's the issue: SEGA is ignoring my support requests. I'll admit openly that I was flustered by the developer's response, and perhaps could've used a kinder approach, but you'd be flustered if you were slapped in the face via an 'announcement'. They have blatantly disregarded my tickets, having the gall to click 'solve' on the ticket. I've informed them today (March 18th) a second time (The first refund request was on the day of March 4th) that I want my money back, that I am totally unsatisfied, and no longer wish to have any part of this, and they will, I know, ignore it as they did the first one.So no, they are not trying to resolve the problem, they are making it worse.Here's the second part of this, a friend loaned me the game, because I was excited for it, but I had to pay him back the $60 (there is a gifting option on Steam, so he was 'gifting' me the game, but I had to pay him back).I look forward to correspondence, and resolution to this matter, as I feel it's a very simple one. If further detials are needed, I can provide them.Shadon

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩