Amount of money spent determines level of help?
September 6, 2017 12:40PM
edited September 2017
I opened a ticket with EA Help, and after some discussions with them, and an escalation to a supervisor, I got a response that included:
"However, seeing your spend level in the game, the maximum compensation we cam offer is <not shown>"
After seeing my spend level?
Surely that is not right! What does my spend level have to do with support issues?!?
EDIT: is this a complaint that I can escalate, and if so, how?
"However, seeing your spend level in the game, the maximum compensation we cam offer is <not shown>"
After seeing my spend level?
Surely that is not right! What does my spend level have to do with support issues?!?
EDIT: is this a complaint that I can escalate, and if so, how?
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Replies
I didn't see anywhere in game or anywhere else that the more you spend, the better the level of service you would get. We are led to believe that the benefits from spending money are realised in-game with the stuff that you get for your money.
Example: you put in a ticket for the $40 you accidentally spent on crystals and allege that you accidentally bought the $60 one (lying). They respond and say "based off your level of spending, we can only compensate you $40."
That is not the situation, though. The ticket had nothing to do with purchases.
(let's pretend that you are a whale for a moment)
If something went terribly wrong with the game for both of us, and both you and I both started a support ticket, and EA/CG agreed that something went terribly wrong and offered to compensate us for the trouble caused by the issue, they would offer more to you, a spender, than to me, even though the issue affected us in exactly the same way.
To be clear, I know of someone who had the EXACT same issue that I had. He started a ticket, and was compensated xxx crystals. Upon learning this, I decided to open a ticket for the same issue. I was offered much less. I protested. I had it escalated. They refused to compensate me the same as the other player. The issue was exactly the same, I can assure you.
Lol. Ask Google/Apple next time instead.
Or the more time consuming option is to read the Terms and Conditions completely and when you did't find any paragraph about the possible occurance of this practice, start a ticket about the Support inconsistency.
However, I believe ther IS some misty reference to this kind of practice...
"The issue was exactly the same, I can assure you."
Prove it. If you're right, the court of public opinion will vindicate you. But you won't. Because you're wrong and you're trying to generate sympathy.
What I want is something from someone at EA/CG ... I just read through the Terms. There is no mention of differential treatment based on spend level.
I did get one good response though ... I could open another ticket about the fact that this differential treatment doesn't seem justified. But that is going back to the same people asking for a different outcome.
Is there a way to escalate this?
edit: trying to get screenshot to work
Screenshot of email from EA help:
https://imgur.com/lzb0tVt
Link to (edited) screenshot of email from the EA Help supervisor: https://imgur.com/lzb0tVt
EA/CG: It would seem odd to open a ticket with EA Help, about the inconsistency in service at EA Help. Is there another option or way to escalate?
EA =/= CG
EA > CG
It may it be CG's fault, it may be the policies of EA itself. Just sayin.
Regardless, in response to your scenario... that is probably the case, and why shouldn't it be? Video games exist to make money, and this one makes money because of paying players. The fact that you play this game ad-free, without subscription fees or charges, and with relative low data sharing is a luxury bestowed upon you by those of us who put money into this game.
Here's some real world examples:
You visit McDonald's every other day, spending $200 a month on food. Someone else visits once a year, spending $10 each time. The Federal Government declares that McDonald's inaccurately advertised their food as being much healthier than it really was. Class action lawsuits start popping up, and you and the one time per year person are represented by the same firm. Do you expect both people to be compensated the same amount?
The bank you use is accused of charging client's excessive account maintenance fees. You hold 7 different accounts with the bank that were each charged $20 per month when they should have only been charged $5, according to your account agreement. You walk into the bank and are told that the bank is compensated customers for the fees they were falsely charged over the past year. You are told that you will receive a $500 credit in your account for the fees charged over the past year. At the same time, you see your friend next to you there to get his refund as well. Your friend only has 1 account and is also told he will be compensated $500.
Fair?
I liked how you edited out the ONE thing that would actually prove your argument and give context to why the support rep mentioned spend amounts.
Ain't nobody got time for this.
I am being guarded because I am not interested in explaining the issue to everyone. I wouldn't want everyone to jump on the wagon and submit tickets too. Although at this point I don't know why I would be protecting EA/CG from more complaints and support tickets.
Yeah, generally higher paying customers get better service. I'm guessing you never worked in restaurant, hotel, retail, customer service, or sales fields before.
Kek, so you're clearly trying to scam the system through plausible deniability and don't want other people to piggyback off you.
For anyone that ever wonders what the online equivalent of the middle-aged "I want to speak to your manager right now!" woman with that haircut is, here you are.
EA might be synonymous with Evil A- in some regards, but in this instance - they're correct. May your mod drops be forever grey.
I would disagree. At the very least, the phrasing in the email is horrible, and inviteds itself to misrepresentation about what they mean. At the most, it's the perfect example of disconnect between the company and the consumer.
Everyone brings something to this game for EA- With whales it's money. With F2Ps it's time and someone for the whales to stomp on to have fun. Without Whales, the game cannot surrive. Without F2P, the game cannot surrive. To EA's defense, you cannot measure the worth of time or such, concretely. You can with money.
At the same time however, money spent shouldn't be the only method determining recompense. If, say, the bug is something in Arena that prevented both players from taking 1st, there isn't really any reason to compensate them differently, is there? Or it was an issue with a pack not buying correctly or such?
As an afternote, I would encourage you to be a bit more civil. Your current behavior and appearent tone would indicate you as what would easily be described with as a troll- which, if that's what you're going for, congratulations! You nailed it. Though I prefer more subtle trolling myself. If that wasn't what you're going for, then it may be good to think about how you're coming off to other people.