EA customer support messed up... UO support won't reply...

[Max Blackoak]

So I bought a staygian abyss upgrade + 30 days game time code a couple of days ago via the origin shop. When I tried to use the code on my account I receive a message that this kind of code can not be used with any of my current accounts at the moment.
I try again and get directed to a page where I'm supposed to type in my new account name and password...I cancel because I don't want to create a new account - all I want is upgrade my old account.

I decide to contact ea customer support and end up in a live chat with one of their employees. After I told her what was wrong she confirmed that the code was alright and then logged into my master account and tried to use the code. Not successful. She tries again and tells me to check whether the account is now active. I log in and select my account from the dropdown menu. Now there are two UO accounts (didn't even know that was possible). One was my old account - still inactive and not upgraded. And then there was another account with the exact name plus uo added at the end of the name - this one was active and upgraded...but it was a completely new account! *facepalm*

[thinking about it now I think I know what she did wrong. She wanted to activate my account, which has _uo added at the end of the account name. Instead of doing that she added uo to the end of the name thus created a new account: nameofmyaccountuo]

I tell her that this was not what I wanted and that I need my old account active and upgraded, not some new account. She tells me to hold on and gets two colleagues to help her...well after about 30 minutes she refers me to [email protected] and tells me she is sorry but she couldn't reverse what she had done and that they will be able to help me.

Of course I immediately sent an email to uo support... no answer yet...hopefully somebody will be able to help me...I have a bad feeling though...

I was wondering if anybody else had problems contacting [email protected] ?

Is it normal for them to take so long?

Has anybody else had similar problems and can help me get this sorted out?

 

[BeaIank]

I am not sure they will be able to help you other than just issue you a refund.
The Stygian Abyss + 30 gametime code can only be applied on newly created accounts, not on existing ones.

Stygian abyss upgrade code can be applied both to new and old accounts.

 

[Ultimaholic]

I think [email protected] is just a place where emails go to die.

Its a one way street. Might as well send emails to Elvis and Santa Claus too.

 

[Max Blackoak]

I am not sure they will be able to help you other than just issue you a refund.
The Stygian Abyss + 30 gametime code can only be applied on newly created accounts, not on existing ones.

Stygian abyss upgrade code can be applied both to new and old accounts.

*sigh* If that's the way it is I wish they would put that somewhere in the product descriptions... oh well, let's hope for a refund then... still no reply btw.

 

[LetheGL]

*sigh* If that's the way it is I wish they would put that somewhere in the product descriptions... oh well, let's hope for a refund then... still no reply btw.

It is, sort of.... the title is correct but the product description states existing users can upgrade to SA. They use the same description for the upgrade code AND the new account code. Seems everything uo account related is a total cluster f##K...

 

[Capt. Lucky]

Only time I've gotten help (and it's been excellent) was from [email protected]. Being a holiday I doubt you will hear much till next week though. I don't think EA even knows they still own this game.

 

[Max Blackoak]

Only time I've gotten help (and it's been excellent) was from [email protected]. Being a holiday I doubt you will hear much till next week though. I don't think EA even knows they still own this game.

After sending two emails to UO support with no reply I sent one to Messana and bam! 2 hours later I receive her answer. She asked for my account names and said she would fix this! If only customer support would be this fast and helpful...now I'm waiting and hoping that everything works out fine...

 

[MalagAste]

If only Mesanna had a good website under her control where we could purchase as many codes that function in our game and are up to date as we want and it was not in the inept hands of morons at EA/Origin who obviously haven't got clue 1 what UO is or how it works... she could actually .... Oh I don't know act like a Producer and not a customer support one woman army.

I mean these are the same morons who can't understand WHY anyone would want more than one code for something like the Kings Collection. I tried to explain to them that I have 9 accounts... and they couldn't understand why. Finally I just said obviously you don't know squat about UO ..... because if you did we wouldn't be arguing about it you'd be more than happy to take my money for 5 codes at a time and you'd thank me for my purchase and for choosing EA games. She ended the conversation. And I had to buy each code one by one. Makes me HATE dealing with them. Honestly I can't understand why a company is so against it's customers giving them money.

 

[Capt. Lucky]

After sending two emails to UO support with no reply I sent one to Messana and bam! 2 hours later I receive her answer. She asked for my account names and said she would fix this! If only customer support would be this fast and helpful...now I'm waiting and hoping that everything works out fine...

Your welcome