ComplaintsforCapcom U.S.A. Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am locked out of making support tickets and being able to contact the company about censorship issues. My email address is *********************** and i have an account with ********************'s website. i've been trying to give consumer complaints the ony way i can. now i'm banned and barred from that. i'd like that removed. i'd like something more indepth.

  Customer response

  02/20/2024

  Please see the attached

  Attached are correspondance and a receipt for buying one of their games. which i found to be censored and therefore not quite as advertised. 

  Business response

  02/28/2024

  Business response in notes

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 31st I pre-ordered street fighter 6 and all of the dlc packs for my account. I spent over $100 on this version. So to my surprise I did not receive any of the dlc content which is over $40 worth of content. I've been in contact with Capcom and **** about the missing items, and **** says they cannot do anything I should talk to capcom. While Capcom is saying to speak to someone at ****. Long story short neither of them are helping me and I am at a loss about my items or a full refund. This is ridiculous how not one person can help me get my items and I've had to resort to getting a refund almost 9 months later.

  Business response

  02/27/2024

  I write regarding BBB compliant #********.  Capcoms customer service team contacted this individual last week (before the complaint was closed as unanswered) and is actively working with him through our own channels to resolve the issue

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello.In 2021 I think (please see documents linked, one is a transcript of an email with all the dates and everything needed), I bought two games from Capcom.Two Ace Attorney android games (remasters of 3ds games), since I never bought them on 3ds.So. It's been a long time and I've NEVER played the games.I blame my mental disabilities for not playing the games. Never got to it.So. Now, I would like a refund for them.You may say "just play with them !". I agree.They are releasing the remaster of the remaster on the ******** switch !And I bought the previous remasters on the ******** switch as well.I would have all of my Ace Attorney games on one console.So I would like to be refunded or the android games... To get money... To buy the switch games.Litterally, they'll cost MORE on switch than on Android.So Capcom would be gaining money in the transaction !I have never even launched the games on Android. Don't know the story, nor the characters.I HAVE contacted Capcom about this.They answered to go ask ****** for a refund.I asked ******. They told me to ask Capcom.I asked Capcom and filled their survey.They told me to ask ****** again.I asked ****** again. I've got 2 people, 2 ****** employees who wrote me emails, directed to the Capcom team, asking them to help me since they're responsible for my case.I've sent the emails and all the documents and informations needed to Capcom.They litterally didn't read it I think. Because they didn't answer and sent automatic, copy-pasted stuff that doesn't aknowledge at ALL the content of my emails.So I re-sent the full complete informative email with all the documents to them 3 days ago. Still no answer.If you don't know what to do, still, you should answer me and say that. Leaving me without answer + not reading my emails at ALL is very disrespectful.So, so far the support has been nice. But not nice enough to read my documents.Thank you for your help.Take your time, just answer please.Take care.

  Business response

  08/14/2023

  At Capcom, we appreciate our customers and take pride in trying to resolve any issues they may have. After carefully reviewing ***************** message and submitted materials, we would like to take this opportunity to explain why a refund is not possible in this situation.
  
  The records provided by **************** indicate he purchased the games Ace Attorney: Dual Destinies and Spirit of Justice through the ****** Play Store in Europe. As such, the entity to which **************** addresses his complaint, Capcom ***, ***** was not involved in ****************** transaction and has no means of offering a refund. Further, under normal circumstances, a customer who purchases a digital title from select retailers may only be eligible for a refund in the event that the game does not function properly, but this is determined at the discretion of the retailer (in this instance, the ****** Play Store). **************** has identified no such issues with the games he purchased, and instead chose not to play the games after he purchased them. We also note that the games were purchased over two years ago,on June 6, 2021, and as such are outside of any applicable warranty.
  
  We value ****************** continued appreciation of the Ace Attorney franchise and hope he will enjoy future Capcom titles.

  Customer response

  08/16/2023

  Complaint: 20393434
  I am rejecting this response because:

  Hello.

  First of all, I want to thank the Bureau for their help, and the employee from capcom for answering me. You're amazing.

  I didn't have such luck by email, honnestly. The answer didn't explain as correctly why I couldn't get a refund. I thing it's very sad that I need to contact you throught a different service to get a proper response.

  You have hundreds and hundreds of euros from my family, when I was a baby we already had capcom games. And yet the support is very disorganized.

  I was able to get refunds from other people when I bought their product via ****** play. I simply gave them the code and they were able to do it.

  You just don't want to do it because of how the rules are made up (warranty rules, etc). And I respect that you, as a capcom employee, CAN'T do anything for me. It's not your fault, someone wrote rules, so this email is definitely not angry at you, behind the screen.

  I was wondering.

  Could you disable my access to the two android games if I sent you the diffrence between android/switch, and you send me a code to have the trilogy on switch ? Litterally and exchange but I pay the difference.

  This could only be done in early ****, when the trilogy is out on switch. That way we would be able to compare the prices and I could pay the difference.

  Also. "Nothing is wrong with the game". There is something wrong. You, Capcom, extremely wealthy company... probably aren't going to add new languages to the android versions, despite the new languages being in the trilogy.

  I won't be able to play the android games to my french twitch followers for example. (And I could have bought it and never known it was english only until today. It's possible.) I knew that information, but what if I miss a lot of context because I'm not english.

  I'm playing your The Great Ace Attorney game on switch right now. I didn't knew it was english only. I bought it by default, I wanted the game, I preordered it.

  Now I struggle to play it because it's in english. It's hard I need to play it with a friend in the US who explains the jokes to me.

  If you CAN'T do this deal (exchange) because saddly you are stuck by other rules... Well, too bad.

  If you can, please, let's do that.

  I want to enjoy more capcom games. But well, I fear I don't want to support a company that doesn't truly respect their consummers anymore.

  And that doesn't respect their support employees by not providing them the right equipement to answer emails properly. It's not you who should have to be screamed at by customers when it's not you who make the rules.

  Sorry.

  Still, have a greay day. Thanks for your answer.
  
  Sincerely,
  *******************

  P.S.: It's not ****************. >******; ******, I'm a woman, the name *** in french is a woman's name. Please change this for your future answer. This could also serve as a test that you do read the emails carefully. If you still calls me Mr, that'll be very sad.

  Business response

  08/18/2023

  Capcom regrets the complainant is not fully satisfied.  However, as we described in our initial response, this matter is not within Capcom **** control, and we have no basis or mechanism for addressing the complaint further.

  Customer response

  08/19/2023

  Complaint: 20393434
  I am rejecting (I'm just answering to*) this response because:

  Hello.

  Thank you so much for your answer.

  So, do you think there is anyone in the world no could help me ?

  I mean, if ****** can't do anything, or Capcom can't do anything... Who can do anything ?

  There isn't any way to... Gift a game to someone else, is there ? It's like on ******** switch, refunds don't exist. Is there any plateform in the world where a digital game can be given to someone else ? You don't sell the Apollo trilogy physically, do you ? I mean, will you ?

  But, coming back to this, you can't trade your game to someone else.

  If you know any special way I could just... Give my game to someone, please do.

  Also, if you know how I could reject your answer but stop the conversation ?

  After your answer, I would like to close this conversation but not accept your answer. Because well, nothing is done because you can't do anything.

  Thanks.

  Sincerely,

  ***.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is in regards of not receiving a pre order bonus for Resident Evil 4. The game was released on March 24, 2023 and I made my pre-order purchase on the day March 23. This purchase was made before the release date and I can't express that enough. I've emailed capcom and provided them proof of purchase that clearly shows I purchased the game before the release date. All I'm asking is for a code that should've had came with the game the next day after it was released. Now I feel robbed and the customer service I've been provided has been awful and unhelpful, after I provided them with 2 different proof of purchases on my end they reply weeks later with no resolution. This has been ongoing for almost a month now and they have the audacity to reply with snark in their emails. The experience with the company has not met my expectations. Customer satisfaction should be top priority, and that wasn't demonstrated.

  Business response

  04/28/2023

  At Capcom, we value our customers and make every effort to resolve any issues they may have. We regret that ****************** has encountered issues with accessing a Resident Evil 4 pre-order bonus code and that he has been dissatisfied with the response from Capcom's ****************************
  
  Capcom exchanged several communications with ****************** requesting further information, including a pre-order confirmation email and proof of purchase with timestamp, which would verify ********************** eligibility to receive the bonus code. As of April 28, 2023, we have not received any of the material required in order for us to provide further support. Capcom has additionally been in contact with the retailer from which ****************** purchased the game, and has confirmed that his purchase was made after the eligibility window for the pre-order bonus ended.
  
  We hope that this explanation addresses ********************** complaint.

  Customer response

  04/28/2023

   
  Complaint: 19934176
  
  I am rejecting this response because: I have provided 2 forms of proof of purchase with time stamps in the emails which I still have. Capcom really showed their true colors in providing poor customer service. Not only did they have rude and unresponsive customer service representatives they leave their customers feeling undervalued and disrespected. There is no need to move further with this but at least I'm able to voice what a disappointing experience Capcom customer service has been.
  
  Sincerely,
  
  ***************************

  Business response

  05/08/2023

  Capcom has been in correspondence with ****************** via email and has extended assistance to him by providing a preorder download code to resolve this issue. Thank you. 

  Customer response

  05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started playing Mega ********** on Steam a little over a month ago. I am a huge Capcom / Mega Man fan. I play the game enough and wanted to support the game, so I purchased the in game currency, "EM". I spent a grand total of $83.70 on the games in game currency and about 80 hours getting currency to pull a limited time banner enough to get a free character of my choosing from "tokens" that are collected. Every bit of currency I had earned and PURCHASED. I spent all ****** EM, which is everything on the account with in-game earned and all of the $83.70 worth. All I had to do was select the character from the shop before the banner expired (at 4:00am). I was undecided between two, so I made a reddit post asking for advice. So, I had about 4 hours left to decide on the character, and as I was literally opening the banner store to make the selection the server went down and is apparently down for maintenance for 6 hours! How can the banner end at 4:00am ET, if the server goes down at 12:01am? By the time the servers come back up the banner will be over and the tokens applied to the banner will be gone, without any benefit. You can't say the banner is over at 4:00 and then take the servers down at 00:00 so the banner is inaccessible for the last few hours of the time it is supposed to be up. I can't take a picture of the stated time on the banner now, as the server is obviously down, but I can link the post that discusses the timeline the time: http://rxd.capcom.com.tw/en/detail.html?n_id=2197 As of the time of this complaint, it is still supposed to be up, but it is not. All I'm looking for is replacement of the character I should STILL be able to select based on the timeline on the banner or a refund. If I had forgot or something then that is on me, but the servers being down during the last few hours of the event with the currency I already spent now gone HOURS before the stated time limit was up is not acceptable.

  Customer response

  06/17/2022

  Thank you so much for helping with the case. I decided to try the support department again, and found someone at the support center that cared and finally fixed my issue on the 6th try - so can I **** the complaint for Capcom *** attached to this email as solved?

  
  - *****

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Resident Evil 5 and 6 freeze while trying to find a online session and it has been years and Capcom has not fixed the issue. I can play the games offline but everytime I try to play online I cannot. This is false advertisement due the games advertising online play and no statement from Capcom has been issued about the games being taken offline. I will consider legal action if this is not resolved.

  Business response

  05/13/2022

  At Capcom we appreciate our customers and take pride in trying to resolve any issues they may have. We are sorry for any inconvenience that ************** has had with online gameplay in connection with the Resident Evil 5 and Resident Evil 6 video games. Capcom has investigated this complaint and did not discover any online gameplay issues related to these titles.
  
  Capcom has exchanged several communications with ************** in order to provide troubleshooting support and has advised that there may be an issue with ********** hardware.
  
  If ************** is still experiencing issues with online gameplay,Capcom encourages him to once again reach out to Capcom USA Support so we can provide additional assistance to help resolve this matter. We apologize for his frustration.

  Customer response

  05/13/2022

   
  Complaint: 17179579
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tra ***** This is not a hardware issue, I have Uninstaller and reinstalled the game multiple times, I can play offline, but not online, same with RE5, it is an issue with the online portion of the game. I can play other games just fine, this is not on my end.

  Business response

  05/19/2022

  Capcom is disappointed to hear ************** has rejected our response.Capcom once again encourages ************** to reach out to Capcom USA Customer Support so that he can provide additional information related to gameplay like platform usage, system requirements, and program settings. Capcom will continue to investigate any technical issues, provide troubleshooting instructions, and seek a resolution to this issue.
  
  At Capcom, we are continually striving to improve our customer experience and again apologize for ********** frustration.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 copies of Capcom's game, "Monster Hunter: World" for the PS4 in order to play with another member of my household. This game is marketed and geared towards cooperative, online play.Since this purchase, the two members of my household have been unable to reliably play through *any* online/multiplayer experience because of issues with Capcom's game and/or servers. I have went through diagnosis with both my ISP and Playstation support, and verified through numerous other games and services that my home's internet connection is extremely fast and reliable.When trying to work with Capcom's support, I received nothing but automated responses, for troubleshooting tips that I had already tried. When I responded, it took days for me to hear anything back and, when I did, it was simply another automated response. Once I started saying the steps weren't working, and that I would like them to refund my purchase of these games if they can't help address their own problems, I stopped receiving troubleshooting tips, and instead started receiving "We assume your issue has been fixed, so we're going to close your ticket!" responses.Searching the internet, it's easy to find vast forum posts of other players experiencing these same issues and never getting any resolution on them. It's absolutely unacceptable for a company of this size to produce and sell an online multiplayer title, but not provide any level of quality assurance and support for people paying full price for their title.

  Business response

  12/02/2021

  We regret to hear about Mr. ******* unfortunate experience.Here at Capcom we value our customers and seek to deliver a consistently enjoyable gaming experience. Capcom has been in the business of developing and producing high-quality games and associated merchandise for more than 25 years.When the gaming experience we seek to deliver is compromised, we take pride in making every effort to resolve customer complaints.
  
  In order to accurately diagnose and resolve the issues *************** is experiencing with Monster Hunter: World, we encourage him to engage in a consistent dialog with our customer service team. When **************** first contacted our support team on September 6th, we provided troubleshooting instructions. We did not hear back from **************** and thus the ticket automatically closed on September 27th.
  
  We hope to resolve the issue **************** is experiencing in the immediate future, but will need an open channel of communication in order to do so. Capcom is hopeful that **************** will engage with our customer support team and respond to our customer support tickets so that the necessary steps can be taken to deliver the quality gaming experience Capcom is known for.
  
  We apologize for any frustration this issue has caused and are confident that a collaborative approach between our customer support team and **************** can resolve this issue in a satisfactory manner.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Story goes like this: December 6, 2016 Capcom release dead rising 4 and so later dead rising 4 ******************* fast forward 2021 the game is broken and a lot of bugs are still present day and Capcom didn't warned the gamer's that its still broken and are not fixing the game. They are robing people for a broken game that they are not going to problem not going to fix its been going of for 5 years now and did one patch for the game that fix some bug and fix but not any of the major bug and fix. They need to finish the job

  Business response

  10/08/2021

  At Capcom, we value our customers and take our customer feedback seriously. We are sorry for any inconvenience that ****************** has had with Dead Rising 4 and ****** Big Package.
  
  
  Capcom has been in the business of developing and marketing high-quality games in a responsible manner for more than 40 years. While we really do hope everyone will be able to enjoy the game, there are always cases where the game may not function correctly under certain software environments, hardware combinations, or otherwise.
  
  
  Our records do not indicate that ****************** reached out to our *************************** regarding his problems with the game. As Capcom is not aware of the specific issues that ****************** refers to in his complaint, we encourage ****************** to contact Capcom USA Customer Support so that we can better understand the nature of what issues he is experiencing and provide assistance to resolve this matter.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the Resident Evil Origins game bundle from gamestop, and the RE1 code does not work (I get a code is already used error, impossible since the game was new. My only guess is that capcom sent out duplicates by accudent.) They informed me that there isn't much they can do and that I'll have to go to capcom to get a new code. Capcom doesn't have a phone number: they have an online chat/email thing that does not work half the time (I have gotten SO many error messages. Just use email if you can't use a phone service for god's sake.) Anyways, it took them ages to reach out to me. When they did, I provided the proof of purchase that they requested. As of 6:00 p.m. on July 27th, I have been waiting OVER 24 HOURS to get a response to that. Ridiculous. They mess up code printing, and then expect me to waste hours of my life dealing with their idiotic system. You're a business, Capcom. Not some kid selling pokemon cards under the bleachers. Act like it.

  Business response

  08/02/2021

  At Capcom, we value our customers and make every effort to resolve any complaints they may have. We regret that Ms. ***** has been having problems with the Resident Evil 1 code and that she has been dissatisfied with the response from Capcom’s Customer Support department.
  
  Per our customer support portal, Capcom would like to advise Ms. ***** to allow at least 5-7 business days to receive a response. Capcom would like to further advise Ms. ***** that due to the current coronavirus (COVID-19) situation and limitations on non-essential business operations, there may be delays in assistance.
  
  Our records indicate that Customer Support provided a response to her initial July 23, 2021 inquiry on July 26, 2021, which was within one business day. Capcom also confirmed that a replacement code was sent to Ms. ***** on July 30, 2021 and this matter is now resolved.
  
  We apologize for Ms. ******* frustration, and we hope this has addressed her complaint and resolved this matter.

*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. ↩