EA Support is Absolutely Useless

Jedihntr wrote:
Honestly, do they do anything? Every time I live chat with someone, all they do is read from a script. For example, I begin by telling them that I ran the usual steps: restarting my phone, clearing the app cache, even reinstalling the game. Their response is usually a link to Android troubleshooting--which tells me to do everything I mention I've already tried before contacting them. In the end, it's usually left with "I'm sorry you're having trouble. Thanks for your patience. I'll have to elevate you to a support specialist who will contact you via email." They almost NEVER actually email me.

Does anyone else have experiences like this? All I want is for my game to work properly, that's not too much to ask. :roll:

I feel your pain. It can be extremely frustrating. I had the exact same experience when I was looked out of my game. I told them everything I had tried and then they respond (via emal) "Were sorry you are having problems, please try this, this, and this" which was exactly what I wrote in my original email. I sent back an email asking if they had even read my email because they obviously didn't. Eventually they fixed the problem, but with no help from their customer service. Just keep at it and good luck. Hope you get your game figured out.

their customer service people are not technicians so they just read a script of common fixes to problems and answer almost all questions the same and elevate if that doesn't fix the issue

baddazoner wrote:
their customer service people are not technicians so they just read a script of common fixes to problems and answer almost all questions the same and elevate if that doesn't fix the issue

I get that, however frustrating as it may be, but then the actual technician rarely ever contacts me. Maybe they just file the common complaints then resolve the issue for the game as a whole (which is fine), but leaving your customers hanging is just lousy business.

Heh, tell me about it. The day after tomorrow will be a special day: 1 whole month without playing, without fit milhouse, the 20 free donuts, level 41 and the first week of best-event-ever. 1 whole month since I opened my ticket, over two weeks since last time it was "escalated" to the super-team (twice). I've had at least 10 live chats in 30 days (from another fresh ticket, I learnt how queues work there) and I kept receiving the same sentences, we understand your concern, we know your frustration, I've added a personal note so the case gets resolved quickly, don't worry, THIS TIME the specialist team will SURELY contact you via email in the next COUPLE of days. Aaand yet I'm here, last mail received from EA is probably on an egg issue during Easter (and I didn't even get refunds for that issue but w/e).

While I understand they might have a lot of work with all this friend visiting issue, nuke button, tree storing, no.1 tasks etc, having no ETA is already frustrating, but getting told false ETAs just to close the chat, and then being completely ignored way worse.

beyond platinum mad etc.

Jedihntr, not sure if this will help with your game issues but it seemed to help with mine. Every time I'm done with the game I log out via the friends page. When I want to play again I log back in. It seemed to help with my game. Also, when the game crashes I just log out and reset my entire device. Like I said, probably won't be any better but it's worth a try if you haven't tried it already.

It's a hit and miss with me.

Some of the supporters have been very good at resolving my problems. Others were absolutely atrocious. I usually just try the next day and hope that I chat with somebody different.

Jedihntr wrote:

baddazoner wrote:
their customer service people are not technicians so they just read a script of common fixes to problems and answer almost all questions the same and elevate if that doesn't fix the issue

I get that, however frustrating as it may be, but then the actual technician rarely ever contacts me. Maybe they just file the common complaints then resolve the issue for the game as a whole (which is fine), but leaving your customers hanging is just lousy business.

From EAs perspective, it's would be wasteful to have a person who actually understood computers and the game working 24/7 to answer the few calls they would get a day (as of right now anyway). So I would agree with your theory of if they see a trend then they'll deal with it. Lousy business sure, but don't forget this is the user voted worst company in the world.

EA tech support:

http://3.bp.blogspot.com/-qO0vtxTNaJM/UWb_DfZZAGI/AAAAAAAALaI/afopapQpyhU/s1600/monkeys_typewriter.jpg

I actually needed support one month ago and i must say that i was surprised by their fast reaction,
they helped me figure out my problem and gave me 15 donuts...
i love EA support!! xoxoxoxo

Dotcom180 wrote:
I actually needed support one month ago and i must say that i was surprised by their fast reaction,
they helped me figure out my problem and gave me 15 donuts...
i love EA support!! xoxoxoxo

Ratman was going to post this. Ratman got 15 donuts for the lag. Then a few days later the game give Ratman another 20.