UPDATED: EB Games and ZeniMax to refund consumers for Fallout 76

The ACCC has found consumers may be entitled to a refund for faulty experiences with Fallout 76.
June 1, 2020 2:15 PM
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This article was originally published on 1/11/2019 but has been updated following a recent ruling from the ACCC.

If you requested a refund from EB Games over faults with Fallout 76 between November 2018 and October 2019 you may qualify for a refund, a ruling by the ACCC has found.

EB Games has acknowledged they may have misled customers about their consumer rights relating to faults with developer ZeniMax’s online game Fallout76, and that they may be entitled to a refund.

Consumers complained to the Australian Competition and Consumer Council (ACCC) that representatives from EB Games had said they were not entitled to refunds after experiencing faults in the game, ranging from server issues to in-game bugs.

EB Games committed to refunding consumers who contacted themfor refunds between November 14th 2018 and October 31st 2019 in a court—enforceable undertaking submitted to the ACCC.

Consumers who are eligible for a refund should contact EBGames before August 1st 2020 by emailing the Customer Service Centreat customer.supportAUS@ebgames.com to request a refund.

“AustralianConsumer Law provides consumers with the right to ask for their choice of arepair, replacement or refund when they have purchased a product that has afault which amounts to a major failure," said ACCC Commissioner Sarah Court.

In November of 2019 the ACCC accepted a court-enforceable undertaking from ZeniMax, developers of Fallout 76, after they acknowledged they had likely misled Australian consumers about their rights and that they could receive a refund.

Customers who requested a refund for the game when they experienced a variety of faults such as online server problems, lag and graphical issues were told they weren’t able to claim a refund.

The findings which were accepted by parent company ZeniMax Media Inc as well as Australian and European subsidiaries, and customers who contacted the company between the 24th of November 2018, just two weeks after the game launched, and the first of June 2019 could get their money back.

Customers who accept a refund will no longer have access to the game.

A full version of the ZeniMax undertaking can be found on the ACCC website.