Speakercone said:
So EA customer service is either grossly inept or deliberately vindictive.
Not surprised the executives want things dealt with quietly.
The first option. I run an NFS community and read frequent rant threads from users trying to get stuff done through EA Support and in short its a frickin nightmare. To test the complaints out, I raised a support ticket regarding playing NFS Carbon on Windows 7 (It had worked previously but when I went to reinstall it awhile back it wouldn't load).
I gave the support team my full system specs, every resolution I had tried so far including the various ones I found on the EA KB and forum suppor threads, tried reinstalling it and everything. The response I got was, "Sorry to hear you're having these problems..." then went on to list the first three things I had already said I tried. After a few back and forths with the support (with their time to respond getting longer and longer) they eventually asked me to try the same stuff they had already asked in the first email! The flow chart they follow had presumably looped around.
Now, back to the case of the accounts getting banned completely.
The following is theory and has not been confirmed by EA staff but instead based on facts Ive seen and from info gained. When you sign up to EA, it creates an account called EA.Global on their systems. Then every game that you register after that generates a new alt for that game so EA.NFSTheRun, EA.TheSims3 etc. When you first sign up to the forums it creates a forum alt too. You can check this by logging into the EA forums and going to options then checking the "Personas" area.
You can change your persona in the forums and actually use the alt for different sections with different customisations. For example, you may have your NFS alts set up with a suitably car based avatar. The problem Im willing to bet with the people who've been banned from the forum and the game however is that they've set their EA.Global persona as their active profile.
This means that when they then ***** at a forum mod (who are not official EA employees most of the time), the forum mod swings the ban hammer and ends up banning the whole tree of accounts.