Update on EA tech support (or lack thereof)


Readers of the blog know of my ongoing tech support issues with EA and their refusal to honor a $20 discount code. I wrote about it in detail here:

https://jamesacooley.wordpress.com/2012/01/22/ea-tech-support-is-still-the-worst-in-the-known-universe/

Well, I have an update, though sadly the problem isn’t solved. I note the curious coincidence that the update came in within 24 hours of posting a flaming comment to PC Gamer’s site to an article on Origin’s attempts to build gamer goodwill after so much “vitriol”. My comment linked to the blog article and I also cross-posted it to Facebook.

In short, EA offered me the same thing I had rejected before (15% off coupon) and I responded by demanding they honor the $20 discount they themselves had issued to me without restriction.

I will post the emails back and forth, though with customer support staff names and codes deleted. I must stress that the EA staff themselves are most polite. One of their call centers is located in North Austin not that far from where I live. My beef is not with any of the EA tech support as individuals, but with EA as an entity and its policies.

EMAILS FOLLOW:

Dear EA:

I quite specifically rejected the offer of a 15% discount code in lieu of the $20 discount given to me by EA the first time.

Again, I have to remind everyone that my $20 discount came with NO TIME LIMIT OR RESTRICTIONS. Indeed, let me once more supply the relevant quote from the original EA email to me, with appropriate highlights:

“Additionally, as a valued player, we would like to offer a small token of our appreciation in the form of a $20 off discount offer “ACTUAL DISCOUNT CODE # DELETED” for the EA Store! This discount code does not have an expiration date, and can be redeemed for any future purchase on http://store.ea.com.”

The EA store later was renamed Origin and revamped a bit, but it is still EA and it is still your store.

So, I ask myself, why would EA now offer me basically the same thing that I already rejected?

What will satisfy me is for EA to honor my $20 discount. Anything other than that will not be acceptable.

As before, my ongoing saga over $20 will be posted to my blog:

https://jamesacooley.wordpress.com/2012/01/22/ea-tech-support-is-still-the-worst-in-the-known-universe/

It is also being shared with the website www.uryaen.com for their industry integrity reviews.

So, can we please just get me the $20 discount and close this thing out.

NOTE: As an aside, the $20 game I was going to buy from Origin when the discount code was rejected was Spore. While this saga has been playing out, I ended up just getting it from Steam. They will now get the sales of any DLC for it.

James

P.S. Please note that my frustration is not with any of the individual EA customer service staff, who I must stress have been exceedingly polite. Rather, it has to do with the inability of EA itself to resolve what appears to be a simple problem.

From: Customer Experience [mailto:EA (EMAIL DELETED TO STOP THE SPAMMER BOTS)]
Sent: Thursday, February 16, 2012 3:48 PM
To: (MY EMAIL DELETED TO STOP THE SPAMMER BOTS)
Subject: Case (# DELETED): Invalid $20 Coupon

HELP CENTER

Hello,

Thank you for contacting Electronic Arts regarding your invalid $20 coupon.

First, I apologize for the long delay in our response. We have been undergoing a restructuring of our support tiers and as a result our email queues have been somewhat neglected.

Depending on what $20 coupon code you were trying to use, the previous advisor you spoke to may have been mistaken in that it was invalid simply due to expiration. We did have a $20 coupon code that was valid from January 17th until the end of the month, but it was not valid for SWTOR, preorders, game time codes, games released less than 30 days ago, and third party titles. If you tried to use the coupon on any of those products, that is most likely why it was invalid.

The coupon code will be expired by now, and unfortunately we cannot generate that particular code. However I have created a 15% coupon code that has most of the same restrictions but will be valid for SWTOR: (CODE NUMBER DELETED)

If you need to contact us again about this issue, feel free to reply to this email. If you have any other issues, questions, or concerns, please contact us by logging into help.ea.com and clicking on the Talk to a Game Advisor link to open a new case.

Thanks again for contacting us, and have a great day!

Best Regards,
(NAME DELETED. AGAIN, THE STAFF IS NOT THE PROBLEM. IT IS THE POLICIES.)
– EA Customer Experience

Summing it up: At some point, I think EA will decide that they have bled enough in public over this to honor their $20 discount. It just needs to rise up to one of “the suits” who will go, “Just give him the (insert a cuss word or two here) $20 and be done with it!” Still, it just amazes me the lengths one has to go through sometimes to get people to do the sensible thing. Just do it on the front end. It is easier and better for business.

Advertisements

Tags: , , , , , , ,

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: