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My latest EA customer service experience

Discussion in 'UHall' started by Llewen, Apr 8, 2010.

  1. Llewen

    Llewen Grand Inquisitor
    Professional Stratics Veteran Stratics Legend Campaign Supporter

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    Three years ago now I had a horrible customer service experience with EA and shortly after that, and due in part to that, I cancelled my subscription for a couple of years. Around six months ago I came back, and one of the first things I did was screw up upgrading my account. I thought, great, I'm doomed now, there is no chance I'll be able to get EA customer support to do anything about this.

    However, I was wrong. There was now an option to chat live with support on the website and I did that, and my issue was resolved promptly and satisfactorily. I thought great, EA has actually changed, and did a little dance of joy.

    Fast forward six months. I've got a problem with the Ranger of the Abyss quest, I can't get Sir Geoffrey to give me part 2 of the quest, even though I've done part one, twice now, and I was holding the lamp, and I double clicked him.

    So I page a GM. I wait over three hours to have them send me a canned message telling me to submit a bug report. I do so, but I need help now, the quest isn't going to last long enough for this to go through a bug reporting and patch process. So I page again, and try to reword my help request, and perhaps this has to do with a quest that I can't delete from my quest journal, and could they delete that for me. I wait over three hours again, only to receive the same canned message.

    Ok, so I decide, well maybe I need to contact EA customer support on the website. I do that, only to have them tell me to contact an GM in game to have the issue resolved. So this morning I ended up trying that, and in the process ended up paging three times trying to explain what was going on, and how I had been told by EA customer support to contact a GM, only to have them tell me that they can't do anything, and I need to submit a bug report. Which I did again, just for good measure.

    I also notice that there is no longer a live chat option in EA's customer support pages. Nice to see that the company has taken a massive step backwards in this regard...
     
  2. I recently had to consult customer service and had a very positive experience. I realize that while all problems are not as simple to resolve as mine, a little patience and cooperation can go a long way. Kudos to EA - and long live UO

    PS I would rather play this "broken, outdated, flawed" UO ( as some would say) than a perfect WOW any day of the week!
     
  3. Mapper

    Mapper Crazed Zealot
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    Is it possible, Because this is a new quest, The GMs and CS department had no documentation on this quest or how to fix bugs with it?

    Not trying to stick up for the GMs here, But it must be very difficult to know everything about UO, Especially when the quest is only a few days old.
     
  4. Llewen

    Llewen Grand Inquisitor
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    I think probably the issue is simply that it is a problem only the devs can fix, ie. it is a bug that they can't do anything about. It's ok, I'm over it. I'll just have to do the quest on my other characters and accept the fact that the hours I spent doing that quest twice on that character are lost.

    At least I got a couple of lamps out of it, and I do love lamps...

    This isn't the same as the situation that made me close my account three years ago.
     
  5. Raina

    Raina Journeyman
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    I've had similar issues (not with Quests, or this particular one mind you). And I've gotten the exact same run-around. GM's tell you to file on the website, who then tell you to page a GM in game... and round and round.

    I actually did this for a while then got fed up with them, my issue still unresolved.

    I don't know if they just don't have answers or just don't care to fix your problem. My guess is on the latter sadly.

    ~Rai
     
  6. Ahuaeyjnkxs

    Ahuaeyjnkxs stranger diamond

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    Gms have always been real nice with me and answered within 2-3 minutes. Everytime they assisted me personally.

    They even helped me get my body deep in despise once because I just had rejoined and didn't know liches had Necro lol... and you know, since I had no idea about insurance either, I would have lost all my precious AOS *ahem* stuff.

    Well beleive it or not the GM actually walked me through the levels, healed me, and let me loot my body back.

    Other times too when I was stucked they unlocked stuff for me, from my experience they got the tools necessary to resolve almost anything. :confused:
     
  7. Chardonnay

    Chardonnay Visitor

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    Now i see what GM's actually waste their time doing now...
     
  8. Ahuaeyjnkxs

    Ahuaeyjnkxs stranger diamond

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    Yeah well I have to admit theres a bit of truth in that...

    He was real nice too, but some other player came to help me and all he did was watch us have fun trying to get my body the second time I died...

    I was just standing there and I tought... "oh well, must not be a busy day"