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Windows 7: EA Games and thier horrible customer service.

06 Mar 2012   #1
Gromit1710

Windows 7 Professional 64 Bit Service Pack 1
 
 
EA Games and bad customer service.

So I had a copy of SimCity box ship to me with a defective disk about 3 months ago. I ran through a gauntlet of customer service and finally ended up at EA games. The guy on chat support tried his best, but in the end had to concede that the game was defective.

He gave me a discount code for my next purchase on Origin and only told me that it wasn't good for pre-orders. Never mentioned about an expiration date.

Flash forward to today and me trying to use it on Mass Effect 3.. the $80usd behemoth.

The following is the transcript from the chat session where I wanted to know why the discount code given to me by EA games for an origin discount didn't work. Apparently supervisors or managers are unreachable there...

.. tl;dr EA games customer service fed me BS... twice! You think I'll get any help in 3 days?



Prateek:
Thanks for contacting EA Help! My name is Prateek how may I help you?


you: I had a defective game issue with a EA and was given a discount code for my next purchase from origin. I tried to use it, and it is invalid.


you: I have the incident code and all the information from the call


Prateek: May I have the case id and the defective code please?


you: The incident code was 111019-009157 and the code I was given was TSAYC-EORAD-7QDK6


Prateek: Were you trying to use the code after 30 days from the day of issue?


you: Yes. Anand, the customer service rep did not indicate that there was an expiration date on the code. I can give you the entire text of the chat session.

you: He only said that it is not valid for pre-orders


Prateek: Don't worry that is not needed.


Prateek:I am afraid that the code expires in 30 days from the day it was issued,
and due to some system changes we are not able to create new codes at the moment.


Prateek: Thank you for contacting EA. Is there anything else I can help you with today?


you: Are you saying that you cannot provide me with a new code now and I have to wait? Or are you telling me that I can not recieve a new code at all?


Prateek:I am saying that I would not be able to provide a new code at the moment.

you: Do you have any estimation of when a new code can be provided?


Prateek: I am sorry, but no estimation can be given at the moment.


you: This is very concerning. Please understand Prateek, I am not dissapointed with you.. I understand you are just doing your job to the best that you can. But I would like to contact your supervisor or manager to let them know that EA games is not providing the service they should at the moment. Can I have thier contact information please?


Prateek: I am afraid but personal contact information are not allowed to be provided.


you: I am not looking for thier personal contact information. Does your supervisor or manager not have a company email address?


Prateek: Yes, they do, but that is also not allowed to be passed to anyone


you: So there is no other recourse for me? Can your supervisor be invited to this chat session?

Prateek: I am sorry, but the supervisors are not available at the moment.


you: When will he/she be available?


Prateek: You may use the call back button and may post the issue on the official forums for bringing the issue to their concern.

you:
Ok. Please understand, this is not about you or your performace of the job. This is about your company as a whole.

Prateek: I understand your concern.


Prateek:I have talked to my supervisors, and they say that the discount codes would be available back within 2 or 3 days.


Prateek: I would be very happy to issue the code to you then.


you: Great! How can I obtain this code from you then?
You

Prateek: You would just need to contact us back anytime you like after 3 days.


Prateek: And we would be more than happy to provide you with the code.


My System SpecsSystem Spec
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06 Mar 2012   #2
Solarstarshines

Windows 10 Home Premium 64bit sp1
 
 

That's BS it is supposed to be nipped in the bud right there and then

If i were you i would skip and go directly to a manager I used to be a customer service rep

They can't do that especially if they item was never used they owe you a refund or even a game of choice and also i would let them know they lost a customer due to lack of customer support

We are the one's who made you not you making yourself

Im not a big fan of EA and obviously they don't care about the people who try to support them
My System SpecsSystem Spec
06 Mar 2012   #3
Gromit1710

Windows 7 Professional 64 Bit Service Pack 1
 
 

Quote   Quote: Originally Posted by Solarstarshines View Post
That's BS it is supposed to be nipped in the bud right there and then

If i were you i would skip and go directly to a manager I used to be a customer service rep

They can't do that especially if they item was never used they owe you a refund or even a game of choice and also i would let them know they lost a customer due to lack of customer support

We are the one's who made you not you making yourself

Im not a big fan of EA and obviously they don't care about the people who try to support them
I tried to get to a manager or supervisor. He wouldn't give me their contact info.
My System SpecsSystem Spec
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06 Mar 2012   #4
Solarstarshines

Windows 10 Home Premium 64bit sp1
 
 

Ok you got the mans name and the conversation I would call back and ask for Higher up they have to do it they can't say NO !

Once you get someone that actually has a tittle you should be able to let them know what is going on and they can bring up the previous time you talked about the coupon

Don't belive them when they say they not allowed BS every company has a go to man when the regular employee can't handle the situation and let them know you have a right to speak to someone higher then them
My System SpecsSystem Spec
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 EA Games and thier horrible customer service.




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