Customer support?!
I've moved from the US to Europe, I've been using my 2 in game time adjustments to keep up with annual daylight savings changes, having now moved to Europe I've asked for support in changing my timezone, attached is the transcript from the support chat. How can I take this any further?
Please note this is 1.5 hrs chatting with someone who's supposed to help.
akhilesh (16/12/2019, 10:32:16): Thank you for contacting EA HELP, my name is akhilesh, may I start with your first name please?
Niko (16/12/2019, 10:32:26): Nico
Niko (16/12/2019, 10:32:36): Good morning :)
akhilesh (16/12/2019, 10:33:25): Hello Nico, nice to meet you :)
Niko (16/12/2019, 10:34:00): Are you able to manually adjust time zone/payout times?
Niko (16/12/2019, 10:35:21): I have moved to europe and find my daily reset and arena payouts are not suitable any longer but have already used the 2 available in game to adjust for daylight savings
akhilesh (16/12/2019, 10:35:34): Nico, please do not worry, I will check with the account and try my best to resolve the issue.
akhilesh (16/12/2019, 10:36:13): May I ask for your player ID/ ally code?
Niko (16/12/2019, 10:37:20): the ally code is: 969314518
akhilesh (16/12/2019, 10:38:26): Thank you. Please allow me a few minutes meanwhile I am checking the details.
Niko (16/12/2019, 10:38:29): sure
akhilesh (16/12/2019, 10:41:22): Thank you
akhilesh (16/12/2019, 10:48:12): Thank you for waiting. I appreciate your patience.
Niko (16/12/2019, 10:48:17): no problem
akhilesh (16/12/2019, 10:49:32): I am really sorry as it has taken more than expected time while trying to check the details with the team.
Niko (16/12/2019, 10:50:34): understood :)
akhilesh (16/12/2019, 10:50:49): Thank you
akhilesh (16/12/2019, 10:52:07): Please try to check the Time Settings Screen in Settings menu and let me know if you have any changes left.
Niko (16/12/2019, 10:52:54): I don't as I said I already used these to adjust for daylight savings, 172 days before I'm able to do anything myself
Niko (16/12/2019, 10:54:30): having moved my arena payout is at 5am :( and daily reset at 11am
akhilesh (16/12/2019, 10:54:43): Okay
akhilesh (16/12/2019, 10:57:14): You can change your time zone manually twice a year, have you already done it twice?
Niko (16/12/2019, 10:57:31): yes
Niko (16/12/2019, 10:57:47): that's why I'm contacting support.
akhilesh (16/12/2019, 10:58:54): Please stay connected with me.
Niko (16/12/2019, 10:59:06): sure no problem
akhilesh (16/12/2019, 11:04:19): Please stay connected with us while I am discussing this with our expert team.
Niko (16/12/2019, 11:04:36): I will do, thank you for your time and help!
akhilesh (16/12/2019, 11:06:06): Thank you so much for understanding. I must say that you have been the most co-operative and patient player I have ever met.
Niko (16/12/2019, 11:07:28): thank you, I try, I've been on the other end of trying to help people and can appreciate that you're doing what you can!
akhilesh (16/12/2019, 11:16:11): Thank you so much for waiting so long and being so patience, Nico. I have consulted to our game expert team and discussed the issue. I am afraid they are also not able to change the time zone and they had suggested you to wait, in 2020 you would get option again for twice.
akhilesh (16/12/2019, 11:16:55): I know after waiting so long time, you were expecting something good but I have tried my level best.
Niko (16/12/2019, 11:16:58): so for the next 172 days I cannot compete in arena?
Niko (16/12/2019, 11:17:58): there's no way to either change it at your end or add just 1 additional time change?
Niko (16/12/2019, 11:18:36): every year the clocks change 2 times, the game only allows for 2 changes, I've moved across the world and because I've used time changes for clock changes you cannot help?
Niko (16/12/2019, 11:19:43): https://forums.galaxy-of-heroes.starwars.ea.com/discussion/168546/update-to-timezone-change-policy-for-extreme-changes-only
akhilesh (16/12/2019, 11:19:47): I have tried my best and discussed this with the expert team, it was checked by them and they are also not able to change the time zone.
Niko (16/12/2019, 11:20:23): this forum post from a dev says you can
akhilesh (16/12/2019, 11:24:12): I can see. Let me try this one more time, please stay connected with us while I am consulting with the game specialist team again.
Niko (16/12/2019, 11:24:17): thank you
akhilesh (16/12/2019, 11:26:30): May I know your-
Current Time Zone:
New Time Zone:
Time Zone you want to update to:
Niko (16/12/2019, 11:28:48): My time zone was PST, I'm now in Berlin which I think is UTC+1,
My current daily reset time is at 11:00am, this I would ideally like to be moved to 8:00pm
akhilesh (16/12/2019, 11:30:11): Are you mentioning the time in UTC.
Niko (16/12/2019, 11:31:47): sorry those were local times (utc+1), so I belive in UTC that would be current reset of 10:00 UTC, desired reset of 19:00 UTC
akhilesh (16/12/2019, 11:34:41): Okay
Niko (16/12/2019, 11:39:27): okay, as in it's done or as in okay understood?!
akhilesh (16/12/2019, 11:51:10): Thank you so much for waiting, Nico. I have consulted again and tried but we are still not able to help you with changing the time zone. In that case you have to wait to get the option updated automatically.
Niko (16/12/2019, 11:52:05): why does the forum post say it can be done if you say it cannot?
akhilesh (16/12/2019, 11:53:47): We would be able to do that only in certain circumstances and believe me if there was any possibility then surely we had done that for you.
Niko (16/12/2019, 11:56:11): what circumstances? It says in the post that:
While frequent timezone changes have the potential to create abuse around shard payouts, we do want to slowly begin to roll out a program by which we allow a one time only timezone change for anybody who has moved in excess of four time zones (so from US to Europe or Asia, for example).
Moving from Pacific UTC-8 to Europe UTC+1 is a 9hour difference.... What other circumstances need to be accounted for?
akhilesh (16/12/2019, 11:59:43): Nico, I am afraid, I have tried my best and already contacted to the specialist team twice and provide the information to you. I am afraid I can't help you further. I hope you can understand that.
Please note this is 1.5 hrs chatting with someone who's supposed to help.
akhilesh (16/12/2019, 10:32:16): Thank you for contacting EA HELP, my name is akhilesh, may I start with your first name please?
Niko (16/12/2019, 10:32:26): Nico
Niko (16/12/2019, 10:32:36): Good morning :)
akhilesh (16/12/2019, 10:33:25): Hello Nico, nice to meet you :)
Niko (16/12/2019, 10:34:00): Are you able to manually adjust time zone/payout times?
Niko (16/12/2019, 10:35:21): I have moved to europe and find my daily reset and arena payouts are not suitable any longer but have already used the 2 available in game to adjust for daylight savings
akhilesh (16/12/2019, 10:35:34): Nico, please do not worry, I will check with the account and try my best to resolve the issue.
akhilesh (16/12/2019, 10:36:13): May I ask for your player ID/ ally code?
Niko (16/12/2019, 10:37:20): the ally code is: 969314518
akhilesh (16/12/2019, 10:38:26): Thank you. Please allow me a few minutes meanwhile I am checking the details.
Niko (16/12/2019, 10:38:29): sure
akhilesh (16/12/2019, 10:41:22): Thank you
akhilesh (16/12/2019, 10:48:12): Thank you for waiting. I appreciate your patience.
Niko (16/12/2019, 10:48:17): no problem
akhilesh (16/12/2019, 10:49:32): I am really sorry as it has taken more than expected time while trying to check the details with the team.
Niko (16/12/2019, 10:50:34): understood :)
akhilesh (16/12/2019, 10:50:49): Thank you
akhilesh (16/12/2019, 10:52:07): Please try to check the Time Settings Screen in Settings menu and let me know if you have any changes left.
Niko (16/12/2019, 10:52:54): I don't as I said I already used these to adjust for daylight savings, 172 days before I'm able to do anything myself
Niko (16/12/2019, 10:54:30): having moved my arena payout is at 5am :( and daily reset at 11am
akhilesh (16/12/2019, 10:54:43): Okay
akhilesh (16/12/2019, 10:57:14): You can change your time zone manually twice a year, have you already done it twice?
Niko (16/12/2019, 10:57:31): yes
Niko (16/12/2019, 10:57:47): that's why I'm contacting support.
akhilesh (16/12/2019, 10:58:54): Please stay connected with me.
Niko (16/12/2019, 10:59:06): sure no problem
akhilesh (16/12/2019, 11:04:19): Please stay connected with us while I am discussing this with our expert team.
Niko (16/12/2019, 11:04:36): I will do, thank you for your time and help!
akhilesh (16/12/2019, 11:06:06): Thank you so much for understanding. I must say that you have been the most co-operative and patient player I have ever met.
Niko (16/12/2019, 11:07:28): thank you, I try, I've been on the other end of trying to help people and can appreciate that you're doing what you can!
akhilesh (16/12/2019, 11:16:11): Thank you so much for waiting so long and being so patience, Nico. I have consulted to our game expert team and discussed the issue. I am afraid they are also not able to change the time zone and they had suggested you to wait, in 2020 you would get option again for twice.
akhilesh (16/12/2019, 11:16:55): I know after waiting so long time, you were expecting something good but I have tried my level best.
Niko (16/12/2019, 11:16:58): so for the next 172 days I cannot compete in arena?
Niko (16/12/2019, 11:17:58): there's no way to either change it at your end or add just 1 additional time change?
Niko (16/12/2019, 11:18:36): every year the clocks change 2 times, the game only allows for 2 changes, I've moved across the world and because I've used time changes for clock changes you cannot help?
Niko (16/12/2019, 11:19:43): https://forums.galaxy-of-heroes.starwars.ea.com/discussion/168546/update-to-timezone-change-policy-for-extreme-changes-only
akhilesh (16/12/2019, 11:19:47): I have tried my best and discussed this with the expert team, it was checked by them and they are also not able to change the time zone.
Niko (16/12/2019, 11:20:23): this forum post from a dev says you can
akhilesh (16/12/2019, 11:24:12): I can see. Let me try this one more time, please stay connected with us while I am consulting with the game specialist team again.
Niko (16/12/2019, 11:24:17): thank you
akhilesh (16/12/2019, 11:26:30): May I know your-
Current Time Zone:
New Time Zone:
Time Zone you want to update to:
Niko (16/12/2019, 11:28:48): My time zone was PST, I'm now in Berlin which I think is UTC+1,
My current daily reset time is at 11:00am, this I would ideally like to be moved to 8:00pm
akhilesh (16/12/2019, 11:30:11): Are you mentioning the time in UTC.
Niko (16/12/2019, 11:31:47): sorry those were local times (utc+1), so I belive in UTC that would be current reset of 10:00 UTC, desired reset of 19:00 UTC
akhilesh (16/12/2019, 11:34:41): Okay
Niko (16/12/2019, 11:39:27): okay, as in it's done or as in okay understood?!
akhilesh (16/12/2019, 11:51:10): Thank you so much for waiting, Nico. I have consulted again and tried but we are still not able to help you with changing the time zone. In that case you have to wait to get the option updated automatically.
Niko (16/12/2019, 11:52:05): why does the forum post say it can be done if you say it cannot?
akhilesh (16/12/2019, 11:53:47): We would be able to do that only in certain circumstances and believe me if there was any possibility then surely we had done that for you.
Niko (16/12/2019, 11:56:11): what circumstances? It says in the post that:
While frequent timezone changes have the potential to create abuse around shard payouts, we do want to slowly begin to roll out a program by which we allow a one time only timezone change for anybody who has moved in excess of four time zones (so from US to Europe or Asia, for example).
Moving from Pacific UTC-8 to Europe UTC+1 is a 9hour difference.... What other circumstances need to be accounted for?
akhilesh (16/12/2019, 11:59:43): Nico, I am afraid, I have tried my best and already contacted to the specialist team twice and provide the information to you. I am afraid I can't help you further. I hope you can understand that.
