Little help with Store

[Hopeful]

Hello to all. Im a 2 year player of UO (returned after leaving in 2001).
I have a few questions about the game and will post them in the appropriate forums (I think) but I post out of necessity because I spent money for tokens but cannot redeem them in game. It says to try again later. But I bought them 5 days ago.
I read there are problems with purchasing them fron EA (np for me) but I got a Thank you Email comformation so I know they got my money. However they havent delivered the tokens.
Is it that they are holding off untill SA is released?
Is the charger of the fallen no longer avaliable?
Is this a conspiracy to ruin my snowy Sunday?
Thanks to all that post in the forums for your past and future help. Without you many of us would be completely lost. Im going to call them tommorow because its sunday I doubt Ill get anywhere.

 

[Basara]

Certain tokens can't be redeemed until the account is over 15 days old.

Also, they are having trouble with the rewards server (which if I remember correctly also handles some of the item tokens) currently, off and on. It could be that it was down for maintenance when you tried to redeem them before.

Your best bet is to contact EA (middle of the day, weekdays, works best, as you are more likely to get someone in the US) if the problem persists.

 

[Hopeful]

Thanks for the response. I contacted EA by phone. 30 mins holding. finally got a human. Gave me 15 digit conformation number to prove they answered my call however, they couldnt give me an answer at all.
The person told me they would call me back later in the day because ,after putting me on hold for 10 mins, "no one was aware of such a problem" and "I dont have access to the information","let me see if I can find out for you ".
This is EAs costumer support? This guy had zero knowledge of anything I was reffering to. UO codes hmmm... not sure what those are hmmm... hold please.... Ok thank for holding Ill have too call you back. WTF?
I told him to Email me about it if he didnt reach me by phone. That was yesterday.No call no email yet.
Pretty disgusted right now. How can he not know zip about anything and be a "support " person . Just crazy.

 

[Duskofdead]

Thanks for the response. I contacted EA by phone. 30 mins holding. finally got a human. Gave me 15 digit conformation number to prove they answered my call however, they couldnt give me an answer at all.
The person told me they would call me back later in the day because ,after putting me on hold for 10 mins, "no one was aware of such a problem" and "I dont have access to the information","let me see if I can find out for you ".
This is EAs costumer support? This guy had zero knowledge of anything I was reffering to. UO codes hmmm... not sure what those are hmmm... hold please.... Ok thank for holding Ill have too call you back. WTF?
I told him to Email me about it if he didnt reach me by phone. That was yesterday.No call no email yet.
Pretty disgusted right now. How can he not know zip about anything and be a "support " person . Just crazy.

A lot of the "hardcore fans" around here will come up with some seemingly very valid reasons why you didn't get competent help and it wasn't UO's fault or the UO team's fault or EA's fault, etc. etc.

But the truth is, their customer service sucks. They clearly do not budget for any real level of game support outside of directed content or fixes in terms of patch content. If you have an individual problem, most people have learned the hard way that you are on your own. If you can't fix it, find another player who knew how to fix it, or find out on the forums how to fix it, you throw yourself to a possibly 8, 12, 16 hour wait time in queues dealing with attempted brush-offs of either "this answer is available in the knowledge base" or some other canned response. I get the feeling sometimes legitimately no one is there working, at all.

Love the game, but loving the game doesn't mean I have to say the way EA manages its support is great. It isn't. It's about as far from great as you can get. A lot of free games have better support. Or at least comparable support. But it's excuseable from a totally free game.

 

[Basara]

Do also note that EA has its own online store, that uogamecodes.com is separate from, and apparently too many CS types are oblivious to the fact that uogamecodes.com exists - they send you the wrong way, and it's likely the EA online store people (that haven't had a UO product since Samurai Empire) probably ignore you and hope you go away, as you're "not their problem".

 

[Teeshy]

May be worth reading this thread a bit, and maybe shooting a PM off to Spada?

He may at least be able to get someone to contact you and help you through it =)

 

[Duskofdead]

Do also note that EA has its own online store, that uogamecodes.com is separate from, and apparently too many CS types are oblivious to the fact that uogamecodes.com exists - they send you the wrong way, and it's likely the EA online store people (that haven't had a UO product since Samurai Empire) probably ignore you and hope you go away, as you're "not their problem".

Understood but in the old days a GM would have personally messaged you and explained this to you. Not tossed a canned answer explaining nothing and leaving you in some level of doubt if an actual, live human actually read your ticket at all.... or if you just timed out in queue and got an automatically programmed response.

I understand UO is a smaller game now with a smaller budget, but I still don't see any reasonable excuse for them not to still have a proportional number of GM's. In the old days when UO had many more players, you'd get a fairly reasonable GM response time... and most of that interaction was in person or direct conversation.

 

[Hopeful]

I logged in yesterday and redeemed the tokens. Im happy that I could do so but with no reason given from EA I would only recommend calling them for any purchases. thanks for the help.