Support

This is more of general feedback on EA support, specifically the chat.  This comes from someone that has been doing support, both on common and very niche, software for a very long time.

Train your people.
Teach them how to read cases.
Teach them to not make demands of customers when reading cases and attachments would suffice.
Teach them to use the tools available.
Teach them to make use of the forums.
Teach them to not lie to customers.
Teach them to not make guesses which turn into falsehoods.

There is zero reason to make customers verify ownership of their accounts multiple times.
There is zero reason a customer should have to upload the same proof of purchases three times on the same case.
There is zero reason ay customer should have to spend two hours on chats, over one problem.  Only to then turn to the forums in order to find assistance.