Had a great experience with EA support

[Weaver]

This is not sarcasm. I just want to post this as a sort of counter story to the bad support call stories I hear.

Turns out someone, somehow, got into my Origin account then bought FIFA and a shit load of FIFA wacky fun points. Possibly due to my pretty weak password (which is now much, much better).

It was billed to my credit card cause I had my card saved on the account. In my own stupidity I didn't have the authentication step where the system emails you a code when you're logging in from an unknown device turned on; largely cause I just never use Origin. Honestly, I basically forgot I had an Origin account.

I could still log in, but my "personal question" or whatever was now switched to a bunch of Chinese characters, so obviously someone (presumably from China) was in there buying a bunch of FIFA shit.

I submitted a support ticket with them and chose the "have us call you" option. In this option you input your phone number and then a service rep calls you when they're available. Honestly, this is really smart. What most people hate about support calls is waiting on the phone for 20 minutes to bad music until an operator is available. In this system, you can just go about whatever and wait for a phone call.

However, I didn't even have time to go about anything; like 15 seconds later I got a call from them. It was amazingly prompt. My guy was named "Mark" - an obvious Americanization - but since I was calling them at like 9:30pm I didn't really expect a North American call center. Anyways, his English was great and I explained my problem.

He was kind and professional throughout the call and didn't ream me out on having a poorly secured account. Everything was handled efficiently, he issued refunds without any question or hesitation as well. He even managed to get the points refunded, which was something I was fearing was going to be non-refundable. To do this he actually had to get in touch with another team and ask them to perform the refund as he couldn't do it. All in all, things took about 15 minutes and I can confirm everything was refunded as they said and my account is now secure with a new password and better authentication systems.

I'm not sure who really wants to read this, but I just thought it might be nice to hear a story that isn't about how terrible EA is for once.

Anyways, just my experience

 

[Elfgore]

I fucking love EA support. Easily the best support I've ever worked with outside of my job. Kind, patient, and willing to stick with you till the end. Just the fact I can talk to a real person helps a bunch too.

I remember a month or so ago, I purchased Syndicate and Medal of Honor: Airborne from Origin. Medal of Honor worked fine, Syndicate did not want to download. After being on with a rep for thirty minutes, I decided that the effort to make this game run, would not be worth the payoff. I told him so and he said he would gladly refund my purchase. Within a day, my purchase had been refunded. Yes, Syndicate should have downloaded in the first place, but they didn't tell me "Shit out of luck, mate" like another service has.

 

[Recusant]

Glad to hear it. I may despise EA for many of the things they've done, but it's good to know they may be getting better (and giving some real competition those companies whose customer service is lackluster).

 

[Aesir23]

Honestly, I love EA's customer service as my experience has been pretty much like yours and Elfgore's. People may call me an "EA Sympathizer" for this but I think if Origin had more non-EA games on it then I would actually prefer it over Steam.

 

[Elvis Starburst]

Now, see, they probably know doing this will improve their image. And it does. That's fucking fantastic service right there. That's how you do things right. EA is shit, but I hear a lot of bad stuff bout Steam's customer service. I'm impressed, EA. Keep doing what you're doing here. That's one good way to make people like you more~

 

[Drummodino]

I've had one instance of dealing with EA support and they were fantastic. I'd signed up for the Titanfall beta but for some reason I didn't receive my code. I sent a message to their support and almost immediately received a response saying yep you are registered, here's your code, prepare for Titanfall. No issues whatsoever.

I don't like a lot of what EA does but this is one area where they've done right by me.

 

[L. Declis]

I have noticed that the more business like a company becomes, the better the customer service when it comes to the hobby industries, anyway.

EA is great for this; another one is Games Workshop as, regardless of the average hobbyists opinion of them (ranging from somewhere between 'They're kinda stupid in a gentle Giant way' to 'They are actively trying to commit suicide'), their customer service has always been top-notch and is universally praised.

I think that if E.A. could get their heads screwed on a bit more in terms of not fucking the customer over in other ways, I think they could go far.

 

[Wasted]

I always experienced good service from EA support. They are leaps and bounds better than Steam that regard.

 

[Mezahmay]

That's also what I've been hearing. EA's customer support is generally satisfactory, which is a lot better than I can say of many other company's customer supports I've dealt with. It's a shame I think they treat their developers with about as much respect as the consumer base and still wish they'd die in a fire or actually hire a CEO that can effectively communicate ideas less stupid than they've been coming up with.