EA responds to Shonky Award over SimCity, says it will change phone services

SimCity

By on October 30, 2013 at 2:28 pm

EA’s Australian office have responded to their victory yesterday in Choice’s ‘Shonky Awards’, after they were called out for charging $2.48 a minute to gamers who rang their support line.

“We apologise to our players in Australia who were charged while calling to get support for their games,” said EA Australia’s Snezana Stojanovska to Kotaku AU. “We agree with the sentiment that customers should not have to pay unreasonable costs for support, and have taken immediate steps to rectify this situation.

“During the Australian evening hours, we switched the premium service number to a Melbourne local rate phone line as an interim solution. In addition to phone support, players always have an option for free live chat, email support, and community resources on Answer HQ, EA’s online support community.”

“Thank you for your candid feedback, and we hope these changes improve the support experience for our Australian customers.”

Source: Kotaku AU

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13 comments (Leave your own)

Yeah they only change something when its publicly made/ humiliated.

still, shame on you EA!

 

Email? EA takes days sometimes weeks to even reply.
Live Chat? It’s just a bunch of script reading monkey’s that can’t actually help with anything meaningful.
I tried getting a refund (Got it after 6 months worth of back and forth emails) via the above methods, was a nightmare, never again, I would rather deal with Dodo’s support lines.

 

lordapophis,

Strange, EA’s live chat is the single best customer service Experience I’ve had while dealing with any of these online retailers. Had my issue solved literally within 15-20 minutes, by comparison Gog/GmG/Gamersgate/etc. takes a day or 2 to reply to support emails – And don’t even get started on Steam taking 2+ weeks to reply with an unrelated, unhelpful canned response.

 

lordapophis,

Dodo support’s actually been pretty good for me.

For Valve I’ve had 2-3 weeks for replies as an average.

I also tried getting a refund but couldn’t when I didn’t realise I couldn’t use anything I’d bought from the TF2 store for a week so I had a bunch of wasted keys on me when I searched and couldn’t find anything stating otherwise. The only reason I used the TF2 store was because I was unable to use the market (oh hey you gotta leave steam guard enabled all the time when I routinely play on 2 different computers and it freaking resets every time I swap). The only reason they get away with that crap is because I’m not going to go to the ACCC over $20.
They like to think they can get away with it because steam is a subscription but when I buy Civ 5 in a store I actually want to OWN the game and not a license to use it on a service.

Valve have the WORST support I have ever dealt with; at least with Telstra I knew there’d be a pot of gold at the end of the line (usually cheaper rates if I threatened to quit) but Valve has NOTHING with abysmally slow times, let alone they (illegally) don’t allow refunds.

stoibs,

Too true. GMG on the other hand I’ve had fantastic experiences with and they even go so far as to refund the difference of a purchase between the sale price the day after and the price I bought it before the day earlier.

CJS are the other games-related company I’ve had to deal with and they were HORRIBLE. Not as bad as valve but boy were they bad.

I’ve personally never dealt with EA support except for EADM and they were great then so YMMV.

/rant

 

stoibs:
lordapophis,

Strange, EA’s live chat is the single best customer service Experience I’ve had while dealing with any of these online retailers. Had my issue solved literally within 15-20 minutes, by comparison Gog/GmG/Gamersgate/etc. takes a day or 2 to reply to support emails – And don’t even get started on Steam taking 2+ weeks to reply with an unrelated, unhelpful canned response.

I agree with Stoibs.

EA might be the most hated company, but their customer services has improved drastically over the past 2 years. I would go as far as saying it’s one of the best in the gaming scene.

 

spike4379:
Yeah they only change something when its publicly made/ humiliated.

still, shame on you EA!

At least they do change. Unlike other companies.

People hate EA just because they are EA. That’s a stupid reason to hate a company.

 

I sent 2 emails to internode regarding a game server inquiry about 3 months ago…… still waiting….

 

The one time I had to use EA’s live chat to get something fixed I had Googled out the solution myself beforehand and the entire exchange involved me trying to get the EA guy to pay attention, stop telling me there is no solution to a problem they’re not even aware of and to just please just try what I suggested.

Wasn’t very impressed.

 

rapid101:
Valve have the WORST support I have ever dealt with; at least with Telstra I knew there’d be a pot of gold at the end of the line (usually cheaper rates if I threatened to quit) but Valve has NOTHING with abysmally slow times, let alone they (illegally) don’t allow refunds.

Apparently Valve will allow you one refund per account, but after that it’s only in the rarest of circumstances. Unfortunately this apparent policy wasn’t present when I tried getting my one and only refund for Dead Space because of the god-awful mouse controls (plenty of complaints about it, which I knew beforehand, but I was an idiot and believed I wouldn’t be affected). Couldn’t get a refund no matter what, so I walked away from Steam. Not going to stick around with a company who’s ego has grown too large to care about basic customer rights. But they’ll always have their fanboys.

 

downloadacc,

Ouch. The only time I’ve EVER been allowed a refund was when a trade fell through after I already bought the games to trade with the guy so they just transferred it back to steambux.

As for Dead Space I’m surprised they didn’t as the issue’s pretty bad. The first time I tried DS it was actually okay after vsync was off and I think I framelimited elsewhere so the game was fine, but when I went back to it it became horrible to play with.

 

Activision and Ubisoft still use a 1902 number for support.

Ideally, EA should make their support number a 13/1300 or a 1800 number as a long term solution.

They’ve been using that 1902 number for ages too.

 

EA Service is some of the best on the scene?! Wow… You’re extremely lucky if you can walk away satisfied. :)

My last encounter with them went all the way to the Victoria Consumer Affairs.

 

are you fu***** kidding me ?

 
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