My Feedback

So, let me start by acknowledging some things. Firstly, I understand that the company itself is most likely forcing devs to put out this unfinished app, and instead of having the devs fix it, the higher-ups seem to be pushing them to implement features into a broken application. I say this, because I want to emphasize that it’s not entirely the devs’ fault that the app is turning out so badly. Secondly, I want to acknowledge customer support (or lack thereof). I understand that it’s difficult to do damage control for an app that has enraged, disenfranchised, and prevented new players from buying EA products that are (of course) tied to the app. I know it’s impossible to fix everyone’s issues, so I don’t blame them for that, but I do blame them for perpetuating one thing that I find to be the weirdest issue: making players implement and find workarounds to the broken app instead of actually delivering the feedback where it needs to go and making headway with bettering it.

So, now I want to explain something that I find ridiculous. Any other game client I’ve used has had its issues, but with the EA app specifically, it’s basically nothing but issues. I’ll use my experience with Steam as an example. Steam has issues here and there, and when I encounter them, I’m generally easily able to look up a fix, do it immediately, and have the game work, all in-app. Never once in those fix steps have I had to uninstall and reinstall the client over and over to HOPEFULLY get a game to work. Ideally, a simple fix in-app would be a huge improvement, but a lot of the workarounds I’ve seen presented by the EA customer support and moderators in the forums have been absurd solutions to problems that shouldn’t even exist. I know that the moderators and customer support can really only regurgitate information that was given to them, but look at the workarounds and information given. A question like, “I’ve tried updating and reinstalling the game, so why won’t it work for me?” should not have an answer that (potentially) could be to reinstall your operating system. That’s insane. Even if it’s frustrating, I’d very much prefer a response such as “Unfortunately, we can’t seem to figure out the issue at this time, and are working on finding the solution,” rather than, “Hey! Thanks for bringing this up! Factory reset your computer and try from the beginning! Also, don’t forget to click “Keep me signed in”! It’s most likely what’s preventing you from playing that game! Oh, also, make sure your internet is good enough to log in so you can play games without the internet! 🙂” (Hyperbole, just an example smooshed together from the conglomeration of forum posts I’ve seen.)

I know that this post is probably too long for anyone to read, so I will summarize by saying the meat and potatoes of this post is to give my feedback, and this IS my feedback. If it’s posted in the wrong forum, then I’d recommend changing this forum from “Feedback” to “give us ideas.” Overall, very disappointed with the EA app, very frustrated with the total loss of money for the games I paid for (since at this point I’m done having to try complicated workarounds that aren’t even guaranteed to work), and disgusted with how nothing has been fixed. It’s not ok to make players implement over-the-top workarounds just to maybe have a single session in their game before having to do another the next time they want to play. Please actually listen to the players’ frustrations instead of placating them. One recommendation I would make is to bring back Origin, but slap a coat of paint on it that makes it say “EA App.” Thanks for reading if you did, and I hope that whoever is running EA will get it together and think of the players instead of just their money. Have a great day!

PS: Not looking for any technical help. In fact, PLEASE don't offer any.