RANT ABOUT RUDE EA ADVISOR
SO I JUST WANT TO GET MY STORY OUT THERE BECAUSE I AM SO DISUSED WITH EA/ORIGIN I'M THINKING OF SWITCHING TO STEAM
Backstory:
I am a die hard Sims Fan and have been playing for as long as i can remember. The sims 3 is my favorite game of all time and over the past few years i have slowly been collecting all the stuff and expansion packs. I usually buy EP's when there is a sale wherever. I find it either from friends, amazon, origin, steam wherever i can find the cheapest price since EP's are still being sold for full price which is $19.99. I bought an EP from a friend a loooonnngg time ago i used the code and have been playing the pack for almost a year all of a sudden the pack disappeared. Confused i contacted EA who were very nice and told me they would send out paperwork to attempt to fix whatever caused my game to vanish. About a week later i receive an email saying that there's an issue with the game and i need to contact the retailer. I am no longer in contact with the friend i purchased the game from so i figured there has to be another way to get my game back. I didn't download it illegally or anything i bought it fair and square. If my way of getting the game is unauthorized then they should of told me from the start so that i could of contacted the person who sold it to me waiting 6+ months is crazy.
11/11/17 :
On Saturday November 11th I spoke with an advisor who was immediately worse than any advisor that has ever helped me. When i explained him my story he told me i needed proof of having the game or else he couldn't help me. I told him he could look in my game history and see that i had the game because all i have ever had was a code so i have nothing to show. He then looked at my account like he should have done instead of accusing me of being a liar. He then told me that my game had violated some sort of policy because i bought it from a friend. I have never heard of this policy before if i had of known that i was violating a rule when purchasing a game from a friend i would of never done so because i wouldn't want to risk having issues with my game. Shocked i begin to ask the Advisor about the Terms and conditions of my game that i apparently had violated and he responded to me with "do you want your game back or not?" Shocked again i then asked if he was getting an attitude with me to which he responded " now you can only contact the retailer for help is there any other way i can assist you today?" I then decided to disconnect the chat and try to reach out to another advisor. This advisor was nicer than the first one. However they told me there was nothing they could do and didn't even offer an apology for the way the other agent had treated me. Why did the rude advisor say they could get my game back but this one is saying they can't. This makes me think that the rude agent really had some sort of power to stop any advisor from getting my game back. I asked them what they planned to do and his response was essentially nothing. Then they offered to get me to a supervisor which was great at this point i wanted to speak to someone higher up. After waiting for a supervisor for about 15+ minutes the advisor comes back and tells me they cant get one and that either way i would get the same answer. The agent then disconnected the chat.
Conclusion:
I have saved the chat transcripts to both of these advisor interactions (not sure if i am allowed to or should post them here). As of right now i have posted them to my Sims group that contains thousands of EA customers who are just as disgusted as i am. I also plan on posting the chat transcript everywhere possible to make sure people are aware of how EA treats there customers. I cant believe that a company would treat there customers this way and then not even care about making it right. If anything i would love to get people to stop going to EA the only reason i use them is because they are the creator of Sims but at this point i don't care. If i am forced to re-buy the expansion pack for no reason then i will be switching all of my games over to steam. I have been told by a few people that i must of done something to the advisor and honestly i didn't i can prove that in the chat transcripts. I did ask questions and get a little mad initially when he tried to refuse helping me but i never cursed or called him names. Bottom line is a customer should not receive an attitude from customer service and they definitely should not have an advisor refuse to help them out of spite. People in my Sims group have told me that they have had this same advisor that helped me get and attitude with them as well as disconnect the chat so this is something that obviously needs to be addressed.
Side note:
EA if you want to contact me about this feel free because i will be calling/chatting you guys until you make an attempt to make this right. I have honestly been a customer with EA for over 10 years and have never had a problem this bad. I work in customer service so i know that there is a good chance you guys will read this and just write me off as some crazy over dramatic customer. When the reality is I've never been treated this bad by any customer service ever especially when not doing anything to warrant the behavior. Since i work in customer service i also know how a situation should be handled and if this is a company that does not care about something like this then i no longer want to have anything to do with it. All i want is my game back which the rude agent told me he could do before he snapped on me and refused to help. If he lied about being able to get my game back and was rude to top it off then that would be absolutely ridiculous. EA/Origin has Advisors who lie, refuse to get a supervisor, get an attitude and are just flat out rude. What kind of people are they hiring!!? Do they even care about there customers?