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EA Support is Absolutely Useless

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Jedihntr
828 posts Member
This may be the issue. Also, I believe you get better results when you a add pics to your posts.

35n6j9x.jpg

Replies

  • direwolf987
    7450 posts Member
    edited June 2014
    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.
  • baddazoner
    1006 posts
    edited June 2014
    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
  • Jedihntr
    828 posts Member
    edited June 2014
    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.
  • fuffazzoni
    627 posts
    edited June 2014
    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.
  • direwolf987
    7450 posts Member
    edited June 2014
    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.
  • Khodro
    707 posts
    edited June 2014
    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.
  • amauthe8
    370 posts New member
    edited June 2014
    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.
  • panopticnic
    1820 posts
    edited June 2014
    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:

    To be fair it's not just EA that is how companies run support across the board. It's because your first step is always tier one they usually don't know anymore then the regular trouble shoot. This is why I always just send an email. Then I don't have to wait an hour just to be told I'll have to be contacted by tier 2.
  • tkprae
    248 posts
    edited June 2014
    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 never tried live chat. I emailed them. A standard response back to which I replied to. They opened a case with me and elevated me to a specialist. The specialist emailed me a couple of days later. This was during Christmas 2013 when I couldn't access my town at all. He didn't actually resolve a anything, I think. I was able to get in after the event. He did go into my town and poked around a couple of times, saying that it should be fixed and that I should check. While it didn't fix it, it felt good that he really tried.

    It ended up being corrupted files that went away when I updated. Even though it wasn't resolved, I guess I had a pretty good experience. I'm sorry to hear about your case. They sound nice enough but I don't know why a specialist hasn't contacted you yet.

    I get the impression that they can't or just won't fix these issues individually. From what I read on the forums, they usually end up getting patched or fixed on their own.

    Best of luck.
  • cdepast
    2462 posts Member
    edited June 2014
    EA tech support:

    monkeys_typewriter.jpg
  • Dotcom180
    601 posts
    edited June 2014
    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
  • Ratman5674
    888 posts
    edited June 2014
    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.
  • panopticnic
    1820 posts
    edited June 2014
    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

    I've had good luck with them as well.
  • Corrcorrcorr
    1139 posts Member
    edited June 2014
    Worst thing is they don't even read what's written in the darn email... I wrote about my squidport problem and after easter crashing problem. They answered that the crashing is common problem and that it will be fixed soon and completely ignored squidport. Later I wrote to them again about squidport only and I got their response almost a week later saying that crashing is a problem right now and we are doing everything to fix it... What? Nobody even said a word about crashing ... -_-
  • LPNintendoITA
    11661 posts Member
    edited June 2014
    why don't u use the live chat? maybe i got lucky but i got a very helpfull person with the midnight perchment problem thing and he helped
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  • finagenesse
    514 posts
    edited June 2014
    Had to deal with them a LOT in the last month or so and I can honestly say that some of them are really nice and professional and some of them... not so much.

    Last one Caroline M. was really nice and helpful and actually fixed my problem (fingers crossed, only time will tell :wink: ) Unfortunately sometimes with other representatives (won't name them...) I also felt like they didn't take the time to completely read my e-mails or to revise the previous actions taken. As far as them always asking the same little questions and making you do the same little troubleshooting steps at the beginning... well EVERY support service do it, not just EA. You have to be patient and go through that troubleshooting 101 list with them before they do anything personalized for you, no choice.

    Last thing, even when I complain I keep it polite, it's the only way. You can tell them you are not satisfied but I think you have to stay polite.
  • finagenesse
    514 posts
    edited June 2014
    why don't u use the live chat? maybe i got lucky but i got a very helpfull person with the midnight perchment problem thing and he helped

    I always use chat first but if they cannot fix your problem during chat and have to transfer your case to a senior representative then all communications are going to be done by e-mails.
  • Corrcorrcorr
    1139 posts Member
    edited June 2014
    why don't u use the live chat? maybe i got lucky but i got a very helpfull person with the midnight perchment problem thing and he helped

    Going to try it right now
  • cogitoergosum8
    455 posts
    edited June 2014
    They've always been really helpful with me, but I've never had the huge game-breaking problems a lot of you guys have had. My problems have all been solved at the first tier (live chat). They always give me donuts for the inconvenience too, which helps to ease the pain. :wink: Once, I bought donuts and they didn't show up in my game (like $10 worth) and they just asked for a screeshot of the receipt and they gave me my donuts plus an additional 32 for the inconvenience. If they don't give you a few for all the trouble you've been through, you might want to hint at it very subtly. I'm sorry that some of you are having a really tough time with customer support. I hope I never have a problem that can't be solved through the chat feature because it sounds like a real cluster-you-know-what.
  • Excruciator69
    697 posts
    edited June 2014
    Disagree with "absolutely useless."

    I had a live chat a week ago when my town kept crashing the app on my device AND my neighbour's devices.

    I set aside three hours. Took a little over one hour. They fixed it while I was online with the support person.

    I showed extreme patience. Did not indicate any frustration. Told them I used to work a helpdesk years ago (truth) Told them I worked in IT (truth) and that my town was crashing OTHER people's apps and that my feeder town worked just fine so it was nothing wrong with the local software or machine.


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