This is more of a rant/venting, but if anyone want's to put in their two cents I welcome it. Bad customer service:So my wife's account gets banned out of the blue one day for no reason. When I say no reason, I mean no reason. The only time she played was when I was playing, and she was able to grind her account to level 150 and we spent money on the battle passes and coins for skins that she wanted. Anyways, she gets banned, okay, must've been a mistake, we appeal and get a response saying "you cheat, you banned". We appeal that get another response "we looked already you banned, case closed"Great customer service:Here's an example of good customer service that I've had in the past: I use to play a lot of League of Legends, whenever I stopped, I had a friend ask if they can use my account so I let him. He lived in China and forgot to log out one day and my account gets messed with, and I get banned. I contact customer support and tell them what happened, and they told me flat out that I violated their TOS by sharing my account. The rep was nice enough to take into consideration that it was a mistake and I've never broken the rules before this. They restored the account and all my purchases and told me if it happened again, they couldn't help me. Anyways, all that brings me to my question. Why does EA's customer support suck compared to other companies?

@RichBoiLarry Second is a case of bad CS as this will get shared, like you just did, and others will do or say the same and if they don’t get preferential treatment just like the example they will hate on the company and slander it for favoritism.The first is also bad but that’s because I hardly believe they investigate anything... You always get an automated response when you reply back saying basically what they said when they first messaged you and how long do ppl usually wait for that reply? 4 weeks minimal it seems.

@Koochi-Q I'll agree, the second one can be looked at as bad CS when you think about it like that. The difference is, they listened, and they gave me a warning. I learned my lesson from it. A warning system works too ya know?

She should try being a moderately successful streamer, or perhaps verified on twitter.That way she can bypass the 2 month appeal process and get unbanned within the hour.

@RichBoiLarry Your wifes account probably got hacked and used with hacks. There is a way to get the account unbanned but you need to claim it properly and it will take awhile. Some on here have said it took them 40+ days to get unbanned.

@hayhor it's fine, she doesn't want to play anymore because of all the hassle. I still play once in a while, I was just reading all these other people's stories and got heated again lol.

Why does EA's customer support suck compared to other game companies?

11 Replies

Koochi-Q
5 years ago
@RichBoiLarry Second is a case of bad CS as this will get shared, like you just did, and others will do or say the same and if they don’t get preferential treatment just like the example they will hate on the company and slander it for favoritism.

The first is also bad but that’s because I hardly believe they investigate anything... You always get an automated response when you reply back saying basically what they said when they first messaged you and how long do ppl usually wait for that reply? 4 weeks minimal it seems.
hayhor
Hero
5 years ago
@RichBoiLarry Your wifes account probably got hacked and used with hacks. There is a way to get the account unbanned but you need to claim it properly and it will take awhile. Some on here have said it took them 40+ days to get unbanned.
RichBoiLarry
5 years ago
@Koochi-Q I'll agree, the second one can be looked at as bad CS when you think about it like that. The difference is, they listened, and they gave me a warning. I learned my lesson from it. A warning system works too ya know?
RichBoiLarry
5 years ago
@hayhor it's fine, she doesn't want to play anymore because of all the hassle. I still play once in a while, I was just reading all these other people's stories and got heated again lol.
RichBoiLarry
5 years ago
And just wanted to hear other peoples opinions
hayhor
Hero
5 years ago
@RichBoiLarry Ok was just mentioning it might be possible to get the account back. As kooch mentioned it is hard to just give an account back because then suddenly you have a swarm of liars saying the same thing.
DarthValtrex
Hero (Retired)
5 years ago
@RichBoiLarry Right now their TOS department is a bit overwhelmed with ban appeal requests so the response times are a bit slow. It's happening for multiple reasons and the slow response times are not being ignored.

One of the reasons is that there has been a huge increase in the number of people playing because of COVID lock downs.
RichBoiLarry
5 years ago
@DarthValtrex I totally get that. That brings up another question for me, if you get banned after buying a battle pass and it takes a while to work everything out, your account gets unbanned, do people get a refund for that battle pass? Asking because the company acknowledges they made a mistake by unbanning the account for you.
DarthValtrex
Hero (Retired)
5 years ago
@RichBoiLarry That's a question I can't answer because I simply do not know how they would handle that. But hopefully you'll get your account back and have enough time to complete the BP before it expires. If you do get your account back and can't complete a BP you purchased because of the situation. I would contact customer support and explain the situation and see what options there are. The customer support for in game purchases is separate from the TOS teams as far as I know.
Koochi-Q
5 years ago
@RichBoiLarry Definitely. Thats the real difference in why one is bad and the other isn’t. It’s the apparent methodology they use; auto response vs real-time response. Cause I bet that if you still would’ve gotten a negative response (not getting account back but kindly stated why) that you would still rate the CS higher than EA’s.

As far as I’ve seen regarding the BP you just get your acc back. If a hacker (or just someone who had access to your account by what means it was) purchased stuff and such, the TOS leave the bought stuff on your account as it ‘was your responsibility to protect your account’. So you won’t get more levels on the BP or leniency in any way unfortunately