Disgraceful Customer Service
Awful Customer Service
I’m not really sure where to post this so I’m just gonna post it here. I recently made 2 purchases on SWGOH, and I never received 1 of the bundles I purchased but got a whole different bundle I hadn’t purchased. Obviously I would have been a bit concerned so I tried using the in app help feature, but I would have never foreseen the awful and borderline miserable experience of their customer service.
I started the customer service at 2:40 am because I was having trouble sleeping and I thought I should just be productive, and after an hour of not getting a real person to help I decided to go to bed. It took them 2 hours to have given me an agent and when I woke up at 6 in the morning I checked the help center and responded to their question. It took the agent till 7:25 am to get back to me after that and I responded to their chat immediately. They then took until 9:13 am to finally respond to me and once again I responded instantly. At 10:30 am they gave me a new agent who finally responded again. Once again I responded after about 3 minutes. And at 12:37 pm, they give me a new agent and they respond.
This part is where I started to get pissed off, even though I had to be patiently waiting for a message from the costumer service during a work day. They take from 12:37 pm to 2:29 am to answer. In between that time I had said how I felt their customer service was unacceptable. I also tried emailing the EA help, and they don’t use the provided email anymore. So in that message they tell me what items I received from the bundle I never purchased and asked what I originally bought. So I get back to them 6 minutes later because I had just cleaned up my dog’s puke. So they respond while I was getting ready to sleep at about 3:44 am and tell me “From our end, we can check that you've received the bundle in the game,” and I was excited when I saw that message because I thought I was finally getting somewhere. So I responded at 3:58 am telling them to please do so and go to bed.
I woke up at 7:42 am this morning to a response from a new agent that was sent at 4:42 am and said “I would suggest you to contact game center for this as all purchases made on ios are through the game center, so if you still facing the same issue then please contact game center for this.” I was pissed, all of my work and patience and time gone because of this new agent. So I didn’t know how to respond so I tried giving them some of the information they may not have or just flat out don’t understand. But at their latest response at 8:45 am I knew the help I was getting was over when they said “I can understand this must be concerning for you, I will certainly try my best to help you.”
This customer service for a “live” chat is despicable and should change. I likely won’t get the bundle I paid for or my money back.
