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...
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...
