23 réponses à ce sujet

[MADpinger]

 I honestly feel like going on some rant.  The DLC's DRM is problematic to put it politely.
What I wonder now, at this point tho,. Is for those of you here, who have submitted a email to EA Support.

Have you received a reply?
If so, how long after you submitted the support request did this reply come?
Further more, If you received a reply.  Did they resolve your issue ?

I only ask, as I have not received even a update to a request that was submitted many days ago and wonder how long my wait will be if I receive a reply at all and the likely hood to have a useful answer rather than a cookie cutter Cut & paste template answer.

No need to offer any tech help as I have resolved the aspects of my issue that can be resolved at the end user level with the information available here and else where.

Thanks in advance.

[Soul Spector]

I got a reply from them, but it was just a auto-generated one from key words in my question. It did not fix the problem.

[MADpinger]

Lovely, That does not bode well for my hopes.



Bioware sure has went downhill under EA's "lol shareholders first" rule.

[aries1001]

-ehm-



What DRM for the DLC?



The only DRM that could be on the DRM will be there if you have bought the game from say Steam or D2D

[recon4115]

lol i sent 4 questions, 1 every week and its been a month and none have been replied to

[MADpinger]

aries1001 wrote...

-ehm-

What DRM for the DLC?

The only DRM that could be on the DRM will be there if you have bought the game from say Steam or D2D

Ya..... sure... <.<

recon4115 wrote...

lol i sent 4 questions, 1 every week and its been a month and none have been replied to

This sounds about like what I am expecting.  Never had this sort of experience back in the NWN days with Bioware personally... Seems to be rampant now. :/

[Spirit Shrink]

I went as far as waiting 30 mins to speak to someone via the official live chat help. When I finally got on, I got a " hello, my name is so and so, how can I help you?". I told them my problem and waited for a response... waited some more... then a bit more... After 40 mins of waiting for any sign of life, I hung up.



EA help be damned indeed!

[Lightningfst]

For those of you experiencing the wonderful world of EA support, I recommend you give them a call at their very difficult to find support phone number.

(650) 628-1001

It should take you about 20 minutes to get through the queue, and you can get a live person to speak with. I found that EA also has a live chat option, which is much less desirable if you have a system crash error (like me) and the web portal is unstable as the chat request often cancels when you finish the queue. Currently near the end of week 2, about to start week 3 with an unresolved issue, but I think it isn't a support problem as it is a design problem that needs to be fixed. Hope the number helps.

[Demonbox1]

1- yes

2- recieved answer after 10 days

3- nope they didn't, well tbh they did "there's a mistake we can't this and can't that so will end this procedure and give your money back"

[KrFritz1]

- Me and my brother bought the game at the release date. We needed both to change our DvD`s, because it was not possible to install the first.

He is running a Win XP system me a Win 7 ultimate 64 bit version.



And yes we both have found a lot of mistakes. Game crashing, memors leaks, dual /quadcore cpu downgrade, no possibility to start the game after patching...everything you can find in the the threads.



But right now he has a problem with an area that can not load, so he can`t play any further. So we searched the www and found nothing that could help us. And he takes the E-Mail service. No answer after 6 days.

We tried out the live chat, with no other result than copy and paste answers without even reading our questions. So the game is nice, but with mistakes and any trouble you can only trust on the community. And ofcourse nobody says in the name of bioware or ea that there are sry about the problems or, that there working on an solution...

[KrFritz1]

double post...

Modifié par KrFritz1, 18 novembre 2009 - 09:39 .

[MADpinger]

heh, I finally got a Cookie cuter reply yesterday. Basic jazz, I'm sure you all have seen it before:

Hello,



Thank you for taking the time to contact us regarding your Dragon Age: Origins purchase. It is always a pleasure to assist our customers in any way that we can.



At first, please accept my apologies for any delay in addressing your issue. Please note that due to the release of this popular game, Dragon Age of Origins we are getting contacts in volumes comparing to normal flow. Though we are trying to get back to every one as soon as possible a little delay is inevitable.



Please note that this is a temporary problem and should be resolved soon. Our engineers are already aware of this issue and are working to fix the issue as soon as possible. We request you to please have patience and wait for sometime till the issue is resolved.



We know you're anxious to play, and we sincerely apologize for any inconvenience this issue might cause. Unfortunately, customer service team cannot assist you with this issue as this issue would be addressed by our developers. I request that you please visit our main forums at http://www.bioware.com/.



We highly appreciate your patience. If there is anything else we can assist you with, please update this incident, or visit us on the web at http://help.dragonage.com.

[Bigdumbchimp]

I have two "tickets" open with them. One has been a week, zero reply past their survey. The second one was today. Neither time did the tech even have a clue about the issue I was having (ATI 3870 causing crashes when loading save game).

Don't get your hopes up. EA and BIOWARE are dropping the ball big time on their support. I have been unable to play since the first day or two after release.

Very poor customer support.

Modifié par Bigdumbchimp, 20 novembre 2009 - 07:01 .

[MADpinger]

Well, Obviously they are overwhelmed by the demand for support or grossly negligent in the delivery of it. I don't recall having this level of experience back on the NWN launch. Seems like EA being involved is the issue imo.



*sighs*



There are so many small issues, among the larger ones. I'm sure some staff some where is pulling their hair out working on them. Just not seen that dedicated staff I read about else where on the forums communicating any sort of progress or updates to the like. :/



Oh well, doing some CB mmo test while I wait. Next time, I'll just wait until I see the game in the bargen bin before I buy it, if at all. <.<

[TeeJayUK72]

3 days and no reply. Can't seem to find any help on any thread or forum either despite other people asking about the same problem...



autorun.exe > "error ... line 1, column 40 in inter xml settings"

setup.exe > "dragon age installer has stopped working"

[MADpinger]

If I had the answers for you, I would provide them. Alas, your only possible hope may be the very people who are being condemned in this very topic.



I don't blame the staff specifically mind you. As I have no knowledge of how they handle their ticketing system or what the directives and standards handed to them by management and so on entail.



Regardless, it would seem at the least that they are not allowing any over time to handle the volume. Assuming they are simply placing any priority on support rather than being negligent with intent. ^.^

[Cpt Horn]

Just remember this: if the people who do the work, see themselves being maligned, howevermuch they may want to do their job and fix your problem they're also human and will resent it. :-) Customer service often gets a bad rap but they ALSO have to deal with some real jerks sometimes.



Personally, since I haven't even gotten an e-mail to remind me what my username is, I think I'll lay the blame on EA in general (like the total lack of official support for Mass Effect PC for months, from anyone, or from Atari on NWN2). Bioware does good work.

[MADpinger]

Oh, I agree. Bioware does exceptional works. I fully support them and my self lay much of the blame on EA.



I have worked as a professional in the I.T. industry for over 15 years my self now. At times, I have taken less than desireable work, such a phone center tech support and so on. I can fully relate to their plight. Tho, as I have stated. I am not aware of the staff's work enviorment at question here and intend to address the larger scope of the issue by focusing on the organization at hand, "EA".



It would serve no purpose to berate those whom are simply doing their job.

While, my topic title may be argued to lack respect. I intend to wage my gripes with respect.

[Jedi_blues]

I called EA, unfortunately it is not an 800 number. They helped me with a few things but I am still waiting to here back from the "Dragon Age specialists" since my Shale DLC town is not in the game and new DLC does not show up under available DLC (Warden's keep etc)

[MADpinger]

Lightningfst wrote...

For those of you experiencing the wonderful world of EA support, I recommend you give them a call at their very difficult to find support phone number.
(650) 628-1001
It should take you about 20 minutes to get through the queue, and you can get a live person to speak with. I found that EA also has a live chat option, which is much less desirable if you have a system crash error (like me) and the web portal is unstable as the chat request often cancels when you finish the queue. Currently near the end of week 2, about to start week 3 with an unresolved issue, but I think it isn't a support problem as it is a design problem that needs to be fixed. Hope the number helps.

yes, Lightningfst posted the number a bit back, Quoted for ref.

Their own policy states they will reply with in 24hrs tho.  Lovely how well they live up to that.

[TeeJayUK72]

update: 6 days and no reply. Can't seem to find any help on any thread or forum either despite other people asking about the same problem...





autorun.exe > "error ... line 1, column 40 in inter xml settings"



setup.exe > "dragon age installer has stopped working"

[Nebular]

You may want to try calling their support line. The number can be a pain to find. In North America, the number is 1-866-543-5435.

[MADpinger]

Oh, is that a Toll free one. Nifty



Ya, I got my cookie cutter reply, and no answer since then, on that one or others.



At any rate, I encourage every one to call. Email is so impersonal after all. ^.^

[MADpinger]

aww, No one has any new stories to share