Sideshow Bob
Has anyone ever gotten real help from EA with starting his questline? They keep just telling me to post here to push me off and then close my ticket. I'm Level 939, have tried all of the usual troub...
Forum Discussion
Two more calls today, not much progress to report, but hopefully a few useful pieces of information for others. Transferred to the tech team both times upon my insistence (second time I just asked for the transfer immediately - politely but without hesitation - and got it with no issue). I think including that request in my "subject" line for the second call was also helpful.
Back to the first call - First tech team member had a thick accent (accompanied by lots of background chatter) so she was hard to understand and seemed confused. She refused to speak to one of their higher-level "specialists" (seemingly others have called those same people "consultants," but I think the right way to refer to them is Tier II). She repeatedly tried to read off of scripts and tell me there was nothing anyone could do, so I just told her I'd open a new case to get a call back from someone else.
For the second call I specifically asked for a tech team member without a heavy accent. Maybe it was just luck of the draw, but I got an Aussie, so that was fine (doesn't hurt to ask). He confirmed that there's a "Studio" group. Apparently, there are three levels of reps who actually get involved when you call: (1) the initial reps (VERY basic knowledge and scripted answers), (2) the people EA reps commonly call the tech team (who handle Tier I problem cases and also rely heavily on the scripted answers but have limited additional knowledge), and then (3) the consultants/specialists (who handle Tier II tech team cases). Allegedly (not sure I believe this based on others reporting success from just a 20-min call and what Christian B told me yesterday morning), even those Tier II people can't put characters into your game because they don't have all of the same tools as the Studio Group. Either way, I was told I needed to continue to wait and it could be 24-72 hours or up to 5 business days until I get an email response from the Studio Group.
Since my case was escalated on Monday, I guess now I wait until Monday afternoon before calling yet again. Telling me to wait has become the standard answer from all levels of support (despite other players reporting this as being a very quick fix if you get the right person).
Back to the first call - First tech team member had a thick accent (accompanied by lots of background chatter) so she was hard to understand and seemed confused. She refused to speak to one of their higher-level "specialists" (seemingly others have called those same people "consultants," but I think the right way to refer to them is Tier II). She repeatedly tried to read off of scripts and tell me there was nothing anyone could do, so I just told her I'd open a new case to get a call back from someone else.
For the second call I specifically asked for a tech team member without a heavy accent. Maybe it was just luck of the draw, but I got an Aussie, so that was fine (doesn't hurt to ask). He confirmed that there's a "Studio" group. Apparently, there are three levels of reps who actually get involved when you call: (1) the initial reps (VERY basic knowledge and scripted answers), (2) the people EA reps commonly call the tech team (who handle Tier I problem cases and also rely heavily on the scripted answers but have limited additional knowledge), and then (3) the consultants/specialists (who handle Tier II tech team cases). Allegedly (not sure I believe this based on others reporting success from just a 20-min call and what Christian B told me yesterday morning), even those Tier II people can't put characters into your game because they don't have all of the same tools as the Studio Group. Either way, I was told I needed to continue to wait and it could be 24-72 hours or up to 5 business days until I get an email response from the Studio Group.
Since my case was escalated on Monday, I guess now I wait until Monday afternoon before calling yet again. Telling me to wait has become the standard answer from all levels of support (despite other players reporting this as being a very quick fix if you get the right person).
