Surprisingly Positive Customer Service Experience With EA

Posted by mzuckerm (351 posts) -

I have a story to share that, for me at least, blows a hole in EA's reputation for being evil.  I got (and beat) Mass Effect 2 right when it came out, but decided that I would wait until all the DLC had been released to play it through again.  I certainly have some complaints about the direction of the Mass Effect franchise.  Frankly, the story felt like filler in between the epic story in the first one and what has been hinted at as an equally impressive plot in Mass Effect 3.  A number of the RPG elements in the first game have been dumbed down, and the planet scanning can get extremely tedious.  But on the whole I thoroughly enjoyed the game.  Anyway, I intended to purchase all of these packs through the EA online store (as well as some Dragon Age 2 content), but I kept receiving an error.  I waited a day or two, figuring this was a problem on EA's end, but I kept getting the same very generic error message, so I contacted customer support about this.

The first level of support was (predictably) not entirely helpful.  I suggested the problem could be due to the fact that my EA account was registered in the US, but my IP address is being detected as European (and correctly so, because I am in France and will continue to be for the next several months).  The rep concurred that this was likely the problem, and suggested I register an EU account to get this content.  Nervously, I asked whether that content would continue to be available to me when I go back to the US, and I was told the answer was "no".  Obviously, that was not an acceptable solution, so I asked to speak with someone else to try to resolve the issue.  After ten or fifteen minutes of waiting, I was put in touch with someone with more experience.  After reviewing the issue, the new rep commented that this was a fairly unique issue that he hadn't seen before.  That being the case, he offered to simply credit my account with enough BioWare points to get all the content I was looking to buy (for free).  I was naturally taken aback by this offer, but of course this resolved all of my problems.  Within a matter of minutes my account was credited, and I was happily downloading all of the Mass Effect 2 DLC in order to start my second playthrough.

So I guess the moral of the story is that EA isn't totally evil, there are some good folks that work there, and this definitely makes me feel better about continuing to give them money (which I'm sure I will, for the foreseeable future).

#1 Posted by mzuckerm (351 posts) -

I have a story to share that, for me at least, blows a hole in EA's reputation for being evil.  I got (and beat) Mass Effect 2 right when it came out, but decided that I would wait until all the DLC had been released to play it through again.  I certainly have some complaints about the direction of the Mass Effect franchise.  Frankly, the story felt like filler in between the epic story in the first one and what has been hinted at as an equally impressive plot in Mass Effect 3.  A number of the RPG elements in the first game have been dumbed down, and the planet scanning can get extremely tedious.  But on the whole I thoroughly enjoyed the game.  Anyway, I intended to purchase all of these packs through the EA online store (as well as some Dragon Age 2 content), but I kept receiving an error.  I waited a day or two, figuring this was a problem on EA's end, but I kept getting the same very generic error message, so I contacted customer support about this.

The first level of support was (predictably) not entirely helpful.  I suggested the problem could be due to the fact that my EA account was registered in the US, but my IP address is being detected as European (and correctly so, because I am in France and will continue to be for the next several months).  The rep concurred that this was likely the problem, and suggested I register an EU account to get this content.  Nervously, I asked whether that content would continue to be available to me when I go back to the US, and I was told the answer was "no".  Obviously, that was not an acceptable solution, so I asked to speak with someone else to try to resolve the issue.  After ten or fifteen minutes of waiting, I was put in touch with someone with more experience.  After reviewing the issue, the new rep commented that this was a fairly unique issue that he hadn't seen before.  That being the case, he offered to simply credit my account with enough BioWare points to get all the content I was looking to buy (for free).  I was naturally taken aback by this offer, but of course this resolved all of my problems.  Within a matter of minutes my account was credited, and I was happily downloading all of the Mass Effect 2 DLC in order to start my second playthrough.

So I guess the moral of the story is that EA isn't totally evil, there are some good folks that work there, and this definitely makes me feel better about continuing to give them money (which I'm sure I will, for the foreseeable future).

#2 Posted by Skywarpgold (153 posts) -

Wow! For a company who loves to put time gates on whether or not you get on-disc DLC for free or not, I'm shocked! That's pretty awesome though, did you get the guy's name for future calls?

#3 Posted by JJWeatherman (14558 posts) -

They were pretty good about the Rock Band defects as well. I've never really had a terrible customer service experience with EA, Microsoft, etc. I think they just catch bad reps because people get pissed off when things break and therefore are angry no matter what happens.

#4 Posted by mzuckerm (351 posts) -
@Skywarpgold said:
" Wow! For a company who loves to put time gates on whether or not you get on-disc DLC for free or not, I'm shocked! That's pretty awesome though, did you get the guy's name for future calls? "
Thomas K, I believe.  He was really cool about everything.  I told him I wasn't expecting this kind of response from EA, and he said he understood, but that a lot of EA employees are just gamers like us, so they can appreciate what we go through.
#5 Posted by skrutop (3615 posts) -
@JJWeatherman:   I was just thinking the same thing.  They worked with me to try and fix the problems that I was having with my first couple of Rock Band guitars, then got right on getting the returns to me quickly when the couple of fixes we tried didn't work.  I don't have a single complaint in dealing with them for peripherals.

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