First off, I don't care if this turns into a general "Customer Support Sucks" thread instead of just discussing my personal problems with EA Games, but by all means, discuss.
Customer support people should be somewhat literate about computers and know something about troubleshooting and fixing problems. These are real people trying to do their jobs, but they just tend to be unhelpful at times. I'm not sure where to start with EA though, there are some people there who are helpful and just do what it takes to get everything sorted out, then there's the people I've been dealing with for the past 4 days who beat around the bush and get nothing accomplished.
After buying a copy of Bad Company 2, I was unable to sign in to my EA account on my Xbox (and after looking it seems its a somewhat common problem, regardless of console). About two days ago they told me to try Microsoft's diagnostics to try and resolve a problem that is obviously EA's fault, and the link they gave me was bad anyway and lead me to [URL="http://support.microsoft.com/kb/908881/en-us"]this[/URL].
So I sent them a few messages, one yesterday, and one today. Yesterday I told them their "help" wasn't getting me anywhere, and today I told them I was still waiting for a response even though they changed the status to "Waiting on Customer". Today I was left with this piece:
[quote]Response (Rahul K.) 07/24/2010 10:09 PM
Hi,
Thank you for contacting EA Games Support.
I am sorry for the inconvenience caused to you. I will request you to send me the UO Trace after that I will assist you further.
Should you have any further questions, please take a moment to review our Knowledge Base site at [url]http://support.ea.com[/url] or let us know.
Thank You,
Rahul K
EA Games support.[/quote]
I'd like to know what he's trying to get at. A "UO Trace" is not a common thing, I had no idea what it was before [URL="http://storefront.steampowered.com/v/gfx/apps_extras/17420/Support/EA%20Help/Whitepages/UO_Trace.htm"]doing a little searching[/URL]. It seems to be just a glorified traceroute tool that gets me absolutely nowhere.
After using it, there was nothing left to post as it had all disappeared every time it hit the next hop in the route, and running tracert in CMD was more helpful. I'm also not sure how he expects me to accomplish anything because I don't see how I can trace the route to a server IP I don't know, or how I can trace the route from my game console either.
I'd like some ideas of how to approach this, and they are "Waiting on Customer" again. I'm out of options other than starting a whole new email thread or just telling this guy I have a problem with his advice and don't understand what he's getting at. Then I'll probably just have to wait unless they decide to ignore me.
TL;DR: BC2 won't connect online on 360 and EA gave me crap advice. Suggestions? Also, post your own problems with customer support.
THIS IS NOT A "HARRASS CUSTOMER SUPPORT FOR TEH LULZ" THREAD.
I would start a new email thread, that guy doesn't seem too helpful
[QUOTE=ButtsexV3;23609736]I would start a new email thread, that guy doesn't seem too helpful[/QUOTE]
Will do. Tomorrow. Think live chat is worth a shot? I once got part of my account deleted by a guy there.
Try using their live chat support [url]http://support.ea.com/chat[/url] if they can't help you there ask them to redirect you to the UK department, they redirected me there once and they solved it almost instantly.
The guy's name is Rahul
Obviously EA has outsourced its support to India and doesn't give a crap what kind of service they are getting for their money.
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