It's been over 2 months since I had to contact EA support for help on an issue. I was hoping things had improved in that time, but it appears they haven't.
I went into the shard shop this AM with 15 shards to convert to 225 currency, but only got 165. I put in a case, and it got an immediate response with the usual "I can't figure out what you're talking about". So I explained in detail. Since then, 4 more emails and 6 chat session attempts have gone unanswered. (Even though every time, it says the wait for chat will be "5 minutes or less").
Pretty disappointing.
Quit 7/14/16. Best of luck to all of you.
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I'd say that the customer support provided by this company is an embarrassing joke, but that would imply that they actually gave a **** and just weren't very good at it. They deliberately farm out their CS and put almost no resources in it, because they don't.
Take in millions, and ignore the customers who are paying all the money. No wonder everyone hates this company.