Hey,
I had a purchase issue that I sent to customer service more than a week ago and my ticket has not even been opened by them yet, it is completely unacceptable (especially when you promise a 24 or 48 hr response time) and completely ruining my experience as I have made some investment in this game that I cannot currently utilize. (and no, the restore purchase button did not work)
The customer service experience is part of the game and currently it is abysmal compared to any other games I have played recently (especially if I compare it to HoDA which is from the same developer)
I hope you will fix this soon...
Thanks,
Maso
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Replies
Don't release half-baked games, please.
EA_Jesse - I was on chat with Support, and they flat out told me there is absolutely nothing they can do for this game and posting here was my only option...
Have the transcript.
I called and they said tough luck and there was nothing they could do. 718-762-592
You just said you think your kid accessed your game and spent your crystals and you're blaming EA support because they said they couldn't do anything about it?
EA support definitely sucks but that one's on you man, there's no way they can prove that you didn't just spend all those crystals and then had buyers remorse and try to blame it on your kid spending it all.
Guild: Fear The Boot
It took us years to get passable customer service in Madden, one of their biggest games and that was really only because an actual member of the community made it on to the development team and started fighting for us. Their FIFA franchise makes them a billion dollars a year and STILL has awful customer service. The likelihood of this game getting much attention is slim to none.
This is an app game, don't take it for more than that.
No, DO take it for more. The game team and our lead customer service rep have spent a lot of time planning for the game's release to ensure that we have solid customer service. We have every intention of providing a great customer service experience for the game. If we're failing, then let's figure out what's going wrong so we can fix it. Please provide more information. Please DO NOT give up.
I am curious how some of you are contacting support, because I'm not sure that the CS team for the game supports calling in or live chat.
-Aaron
I tried here and also gave my ticket #number to EA_Jesse over a PM, still no answer and its been SENT: Dec 7, 2015 3:24:31 AM
I've never worked at EA but I've worked in customer support before so this is just me speaking from my own experience.
Whatever your issue is, it's unlikely that EA_Jesse can immediately fix it for you. So chances are he's following it up with whoever is responsible for fixing your particular issue. In a large team this takes time so don't assume that nothing is being done just because it's been a few days since you sent a message.
If Capital Games and EA team members on these boards keep saying that they're trying to do their best to respond to everyone's problems then I highly doubt they're just going to be ignoring you.
I understand it's frustrating if you can't play a game for whatever reason but patience is always a good thing to have when it comes to these things.
I have no clue why you felt the need to assume so many things i could have not possible meant in my simple and short msg quoted above, for most sane and reasonable people, it looks like just a simple answer to his question, nothing more, nothing less! Its short and easy to read! In any way shape or form i made any of the claims, that you took the liberty into making in my name on your insane and needless post also quoted above... But hey, nice bumper sticker advice you have there! Thanks!
I apologise, I didn't mean to come across that way in my comment.
I should have also stated that I wasn't directing all this at you directly but was meant to be a general comment to everyone in this thread that complaining about how long it's taking EA support to get anything done.
I pressed quote on your post instead of just replying to the thread. My bad.
I have created 4 tickets now for seperate issues, NONE resolved!
Please be aware that the expected response time is 1-2 days (48 hours), so creating more tickets isn't necessarily going to get you a response faster.
-Aaron
I have to say the response has been first class and follow up to ensure I am satisfied has been just as good.
-Aaron
I guess the lesson is to be as concise and detailed as possible when reporting issues. Adding screenshots and steps to recreate the issue to my tickets meant that the EA guys forwarded them to devs
We have received several reports of players being directed to the forums when they shouldn't have been.
When this happened - did you file a ticket through the in-game help? Or did you search out EA help via the web? Please let me know - I'm concerned that some of you are going through EA's general support rather than mobile support.
-Aaron