EA NextStep, a step back

Question

I am starting to think that they know what they are doing, seeing that the forum was the only resource that popped up when I was researching a problem I was pleasantly surprised to see a "contact us" button at the bottom of the support page.

Now I was fully expecting an AI assistant, at least before speaking with support staff or having a ticket created, but what EA has created is well beyond any other assistant I have ever had the displeasure of navigating.

Every single prompt from EA NextStep comes with little to no regard of the information you entered into the window previously. Beyond stating your name multiple times be prepared to state your problem, game, and system multiple times in repeat. And for those of you as gullible as me, hoping, praying to at least have an actual ticket created and maybe get a chance to have another person review your problem, let me save you the effort. At the end of each session with EA NextStep it will prompt you to the EA "Self Help" guide where the AI chose an article for you to read and hopefully fix the problem yourself, the only problem, it doesn't actually listen to your problem. I was trying to solve the random EA app failure on PC and beyond having to give it all of the important information multiple times, I was offered a generic "game help" article, a "login help" article, and a "connectivity troubleshooting" article, none of which actually addressed the problem or the fact that I had attempted many of the steps those articles were suggesting before trying to find more help.

If anyone has a solution to the EA app bug, I would be very appreciative, but I will not hold my breath on EA finding the solution, as the multitude of threads on and off of this site complaining about the exact issue I was having, and the EA proposed solution, if all else fails, factory reset, and the EA app and EA games are just not worth that effort.

c300e · Answer

Holy ****. It was so hard to get to talk to a live and real human being in the support chat. EA NextStep sucks. For everyone wondering how I finally came in contact with a real human being via live support:

https://help.ea.com/en/articles/ea-account/locked-out-of-ea-account/

go to this, and scroll all the way down.

Click on the button "Contact us" and then you'll be redirected to the AI agent.

Say you have a hard time logging in and just skip ALL the steps and with the steps that you must fill in, simply fill in "skip" and the AI agent will eventually say something like: it seems this is work for a real human being and you can then finally talk to a real person.

it DOES NOT matter that you initially contacted support for not being able to login into your account. It's just a way to get in contact with a real human being.

Hope this helps you guys!

possibly_jewish · Answer

well I have to be fair, I finally got through, not to an agent or anything helpful, but instead of routing me to the same article a third time, it sent me to "suggest an idea", after clicking on that link in the chat window, there is then a suggestion form you can fill out or an email request. I will update in hopefully less than the 48hrs they are allowed, that the problem was fixed and can leave steps for future people here, knowing the problem will likely persist and support will never officially address it.

possibly_jewish · Answer

Good to know in the future, I was trying to get connected to an agent because the only option I saw was to talk to NextStep and then get redirected. I think the worst part is that it constantly baits as if it will connect you after collecting information, just to suggest an article and send you back to square one.

possibly_jewish · Answer

Wow, good to know you found the only way past NextStep, I spent the better part of an hour trying to get to that response with no success. Both good and bad to know that we are all having the same issues here...