Formal Complaint Letter to EA Customer Service
To EA Customer Service Management,
I am writing to lodge a formal complaint regarding an unacceptable interaction with your representative, Harsh, on May 4, 2025, concerning SimCity purchased for my Mac. The interaction was marked by unprofessionalism, misleading guidance, and a racially insensitive remark about language differences, which I perceive as discriminatory toward Chinese customers. I demand a formal apology and urgent action to address these grave violations of customer trust.
The issue arose when I reported that SimCity, bought for my Mac, was listed as Windows-only. Harsh abruptly provided a refund link without diagnosing the issue, setting a dismissive tone. After I clarified I purchased the Mac version, he wrongly advised me to refund and repurchase a “Mac version,” risking unnecessary costs. Only after prolonged exchanges did he note that my M1 Mac (2020) was incompatible due to its 64-bit architecture—a fact he should have identified immediately, given its widespread use.
Most alarmingly, when I highlighted his contradictory responses, Harsh attributed my confusion to a “language issue,” stating, “maybe because of language differences you were finding it confusing.” As a Chinese customer, I find this remark offensive and racially insensitive, implying my comprehension issues stem from my linguistic or cultural background rather than his unclear advice. This perpetuates harmful stereotypes and is unacceptable in professional service. His condescension, including statements like “I do not make mistakes” and “believe what you want to believe,” further eroded trust.
Harsh’s initial advice to repurchase the game could have led to financial loss, as the game was incompatible with my M1 Mac. His delayed recognition of this issue wasted my time. Additionally, EA’s failure to disclose SimCity’s M1 Mac incompatibility at purchase reflects poor transparency.
This incident raises serious concerns about EA’s treatment of customers. I was met with incompetence, disrespect, and discrimination, which is intolerable. I demand:
A written apology from senior management for the unprofessionalism, misleading guidance, and racially insensitive remark.
An investigation into Harsh’s conduct, including his lack of expertise, arrogance, and discriminatory comment.
Retraining to ensure technical accuracy, professionalism, and cultural sensitivity.
An explanation of undisclosed M1 Mac incompatibility and steps to improve transparency.
Diversity training to prevent discriminatory interactions.
I expect a response within 7 business days, detailing actions taken, at [edit: email address removed]. Failure to respond will lead to escalation via consumer protection, legal channels, and public platforms.
EA must act swiftly to restore trust and ensure no customer faces such treatment. I await your apology and response.
Sincerely,
Your LOYAL customer/user
