Serious Customer Support problems - CG needs to escalate this
So CG makes a change that leads to unintended Crystal purchases. Like many, I took a screen shot and raised a Customer Support ticket as soon as I could....
... spent a long time with Cust Support chat, to be told he would look into it...
... and then nothing. Issue was "closed" from their side with no reply to me.
So I opened another ticket after CG posted the developer forum post saying they would refund the unitended purchase of crystals, referred to my old case number, spent 50 mins with Cust Support chat.... to have that session time out, and start again with someone else....
... so here I am now over an hour on chat....
1. They have the full details
2. They have screen shot showing the unintended purpose
3. I have confirmed my details now multiple times
4. I have given them the link to CG's post and even the text that clearly states:
We also recognize that players may have accidentally purchased these items out of habit. If you unintentionally made Crystal purchases from the top 4 slots that were previously for Credits, please contact support to receive the Crystals you spent on these items.
NOTE: This is limited to 4 crystal purchases made in Shipments on 3/2/2022.
Apparently this is still not enough and it has to be escalated to the "team".... which after 20 minutes of more waiting tells me....
Refund will be made... but this was way too long for a simple, well documented case...
What would it have taken if this was complex? or there was missing information?
... spent a long time with Cust Support chat, to be told he would look into it...
... and then nothing. Issue was "closed" from their side with no reply to me.
So I opened another ticket after CG posted the developer forum post saying they would refund the unitended purchase of crystals, referred to my old case number, spent 50 mins with Cust Support chat.... to have that session time out, and start again with someone else....
... so here I am now over an hour on chat....
1. They have the full details
2. They have screen shot showing the unintended purpose
3. I have confirmed my details now multiple times
4. I have given them the link to CG's post and even the text that clearly states:
We also recognize that players may have accidentally purchased these items out of habit. If you unintentionally made Crystal purchases from the top 4 slots that were previously for Credits, please contact support to receive the Crystals you spent on these items.
NOTE: This is limited to 4 crystal purchases made in Shipments on 3/2/2022.
Apparently this is still not enough and it has to be escalated to the "team".... which after 20 minutes of more waiting tells me....
Refund will be made... but this was way too long for a simple, well documented case...
What would it have taken if this was complex? or there was missing information?
5
Replies
Go into your bathroom, light a candle, look in mirror and say "bloody CG" 3 times.
Yeah, don't hold your breath just because they said "refund will be made". I've had a few back and forth with customer support. Each time it's a different person responding. The distance between any one of those responses and actually getting the crystals in my inbox has been a bungee cord - the closest one being the third email ("we can only refund one of the purchases so please pick one"), and the furthest one being the seventh ("please submit a ticket through the in-game help").
Funniest thing I have seen in some time!
Huge reputation?
Huge bad reputation maybe. Everybody knowd EA is one of the worst companies ever, continuously trying to rip off their customers (eg the microtransaction fiasco), securing the customers data badly (database hacks), not doing anything against cheaters, very unprofessional support lines, making a fortune only by abusing customers nostalgia for a particular game IP, instead of doing anytging creative.
Nope, their customer support is exactly as expected.
How do think they make profit. Minimum staff. Minimum customer service. They know their business 😉
This, despite me telling them twice which game I’m playing and pointing them at Doja’s reply on the forum
Not good enough EA/CG
And BTW...had TWO issues with customer support...both times i didnt have access to "real time chat", not sure if due to my region or the time i tried to contact them. Left explanation on chat, 8h later all was sorted out...(but got no gift
Because 32 shards of armorer cost 1280 crystals in the shop and it was accidently clicked on and purchased because cg moved the credit purchases down