19 réponses à ce sujet

[carabas23]

Lisa: Hi, my name is Lisa. How may I help you?
Jeffrey Martin: Hello
Jeffrey Martin: Dragon age ultimate is not showing any dlc content
Jeffrey Martin: Are the servers down? I've already tried reinstalling
Lisa: Which dlc ?
Jeffrey Martin: All of them read unauthorized
Jeffrey Martin: but show on my social.bioware page fine
Jeffrey Martin: and worked fine until friday
Lisa: Please click on the following link

 http://support.ea.co...LC unauthorized

Jeffrey Martin: Thanks, I have already tried that fix, as well as  http://support.ea.co...detail/a_id/218 which simply disables the dlc content
Lisa: Please uninstall the game and reinstall ,
Jeffrey Martin:
Are the authentication servers down? I have already spent a
considerable amount of time trying to fix this, including reinstalling,
messing with services, etc. I'm looking for confirmation that the
authentication servers are up and running.
Jeffrey Martin: Because if they are down, no matter what I do won't work obviously
Lisa: It might be you are facing some temporally issue.Please try after some time.
Jeffrey Martin: It's been two days! I'd hope that it is not a temporary issue that lasted two days.
Lisa: Due
to the nature of the issue, I’ll need to forward the matter for further
review.  One of our Senior Support staff members will review the matter
and get back to you, via e-mail, within 24-48 hours.  Meanwhile, we
thank you for your continued patience.
Jeffrey Martin: Can you please tell me if the servers are up and working, or down?
Jeffrey Martin: 48 HOURS?!? To verify if servers are up or not?
Lisa: This is know issue our technical team is working on it.I will resolve as soon as possible.
Jeffrey Martin: Um... if there is a known issue why did you ask me to reinstall?
Lisa: Because some times that works.
Jeffrey Martin: Please have someone senior contact me as you previously mentioned, thank you.
Lisa: OK
Lisa: p
Lisa: Is there anything else I can help you with today?
Jeffrey Martin: no, thank you

As a support professional, I can firmly state this is very poor technical support, not the tech's fault entirely, the company has most of the blame.

[KillerCobra747]

I think it's ridiculous that they still tell you to do "fixes" that they know won't work. It's also annoying that no one can give a ball park answer as to when the problem will be fixed.

[gift2]

haha, they tell you to reinstall... that's awesome. They told me that to, guess what? Now I just can't download the DLC.

[Layman]

Heh I got lucky, I got one of them competent fellows who just said that they have 'em engineers poking holes to things and wondering whats not working. Didnt even recomend any non-working fix. This was about 14 hours ago too so not half bad from their end. Didnt sound real promising tho, sggested that if I have to play I can break the DLC by tampering with the .xml file, but supposedly they should have it back sometime soon™, and this ofcourse means next 1-365 days.

Oh well time to put another playtrough of ME & ME2.

[Amritulja]

lol the techsupport reminds me of our IT guys in my previous company... its usually coz they don't know anything and the management team is busy with new products and don't bother to explain on whats happening or how to deal with it.

[Cadfan]

The level 1 tech support doesn't know anything. A lot of their responses are, as far as I can tell, cut and pastes of scripts given to them by someone else. The level 2 is moderately effective and actually interacts with you. I've never been past that.

[RaenImrahl]

I suspect level one support doesn't even really work for EA. Many, many years ago, I was one of about eleven hundred drones who worked in this big glass and metal building in a corn field in central Illinois. Ever call the toll free number on a pack of M&M's? It rang there. Pilsbury cookie dough? Same. Also Toshiba, Panasonic, Samsung, and Kenwood electornics, RCA microwave ovens, and a whole smattering of other stuff. And vacuum cleaners... lots of vacuum cleaners.

RI

p.s. I anyone needs help programming a 90's era Toshiba VHS recorder, I'm your man.

[AelinaDA]

The majority of tier 1 support isn't very technically savvy. If they start sending you links it just means they're working from a script. They will not be able to help you and it's not really their fault. You can ask to speak to a supervisor, but that'll only really get you to Tier 2, who also are powerless to help. The folks who might be able to help are Tier 3 and they're in the US. So they work office hours typically. You can request that they escalate you to Tier 3. This will usually result in an email response within 24 hours. You might have better luck during business hours during the week. 

Hopefully this will be resolved before then tho

Modifié par AelinaDA, 10 avril 2011 - 05:52 .

[Deathwurm]

I mentioned the server issue right away and got the same link and then "it's a known issue"...then I was asked if I needed anything else.
I did eventually get a $20 coupon for the EA store...I'm sure the servers that sell you something are up.

[Edirr]

They seem to have a problem with profiles not updating either. My profile shows all of my achievements having an earliest date of 21/3/2011 and I got the game in late 2009. New achievements aren't uploading and no other updates are happening either.

There also seems to be a different problem related the Bioware account problems and their updating. I have nearly a dozen achievements that show as "Unlocked and uploaded" in the in-game player profile, yet these same achievements are nowhere to be seen when I log in to my Bioware account with my browser. This problem manifested a few days before the DLC authentication problem did. Whether or not it's related is anyone's guess, but given that it all seems to be server side stuff, it would not surprise me.

What is curious is that when the game starts and the account automatically logs in, if I immediately click on the "Other Campaigns" option from the menu, for a second or two it shows all of them, then truncates the list to Witch Hunt and when you go back to main menu and go back to Other Campaigns, only Awakening is listed.

This suggests that once the account logs in, everything is fine but then something with the DLC authentication immediately breaks.

Sorry if part of the above was redundant, I copy-pasted sections of it from the support request I sent to EA (just in case).

[dragonknight2]

the support guy \\i got told me to change the admin account on my OS

[Edirr]

That's bull****. It's a server side issue, so they need to fix it. It's got nothing to do with the client side installation and anyone who says so is lying. If dozens and dozens of users suddenly develop the exact same problem at the exact same time, it's at their end.

[AelinaDA]

dragonknight2 wrote...

the support guy i got told me to change the admin account on my OS

They're just throwing random solutions at you in the hopes one might fix your problem. They don't really know what they're doing. You can read all of these 'solutions' on the EA support site. And if the servers on their end were working, one of those solutions might actually help. But with the servers down, there's nothing we can do.

[Logan Echolls]

The servers aren't down, they're just borked. My log says I'm connecting to the DADM servers just fine. It also shows that my DLC content is actively disabled, while my awakening EP is actively enabled.

[Haron50]

I NEED A SOLUTION FOR CONSTANT CRASH RANDOM IN DAO.

THE MESSAGE APPEAR IS "APPCRASH" DAO.EXE NO RESPOND VERSION PATCH 1.04.

I HAVE ALL DLC(INCLUDE AWAKENING) BUT SOMETIMES THE GAME CRASHING CONSTANT.

IN A DAY THE GAME CRASH FOUR TIME AND I LOSE THE PROGRESS.

MY SO IS WINDOWS 7 32 BITS SP1.

[adanedel]

Omg, useless tech support team.... this is too disapointed

[Deathwurm]

AelinaDA wrote...

They're just throwing random solutions at you in the hopes one might fix your problem.

Actually, they are throwing out those random solutions just to end the coversation and be able to log the contact as being "answered" I know this because I spent many years as a Customer Service Representative & our job was not to help the customers calling in, it was to get them oof the phone as fast as possible and keep our "Dropped Call" numbers down.
They are well aware of the fact that the solutions won't help.

[Edirr]

Deathwurm wrote...

AelinaDA wrote...

They're just throwing random solutions at you in the hopes one might fix your problem.

Actually, they are throwing out those random solutions just to end the coversation and be able to log the contact as being "answered" I know this because I spent many years as a Customer Service Representative & our job was not to help the customers calling in, it was to get them oof the phone as fast as possible and keep our "Dropped Call" numbers down.
They are well aware of the fact that the solutions won't help.

Whoever is responsible for that policy being in place should be taken out back and put out of everyone else's misery. When there's a system wide problem, the correct answer to a customer is "This is a known issue and we're working on it. It will be fixed in XYZ time / We don't have an exact estimate on when it will be fixed. Thank you for calling."

At that point the customer has been informed that the issue is being worked on, which is all they need to know and they're not being bull****ted. That can be logged as completed and the customer has been offered accurate information and a solution ("Wait until we fix it"). If I just randomly bull**** customers at work, they will call back and log a complaint against me, which will then be traced back to me and I will get into a world of hurt with my boss.

Of course, we actually have a competently implemented helpdesk that serves a couple of million customers without a hitch and has a focus on both speed AND quality of service. From everything I have heard, Americans have been conditioned to use and accept absolutely abysmal customer service.

[Tasariel]

I talked to someone from tech support, and I guess I got one of the good ones, because when I brought my issue to him and said that I'd already tried most of the support helps, he immediately responded that there is an 'issue with the servers - our team is working on it thankyouforyourpatience' And then I asked him 'so there isn't a problem specifically with my game?' and he basically answered no, though in a slightly ambiguous way. So I'm sort of just waiting it out, I guess. I'm lucky enough to be able to get on offline, so I'll just avoid logging in until they figure SOMETHING out, even just a temporary fix.
I just keep hoping that playing offline won't affect my content when I finally can log in.

[Deathwurm]

Edirr wrote...

Of course, we actually have a competently implemented helpdesk that serves a couple of million customers without a hitch and has a focus on both speed AND quality of service.

And there lies the difference...
I used to actually get in hot water for spending too much time trying to solve the customer's problems...who would've thought a company like that would end up going out of Business

And, you're right...Customer Service on almost any level in America now is almost like Brigadoon...it appears off in the Mist about once every hundred years.
I try to stay away from Fast Food, but if you go into...say a McDonald's... you are very lucky if you are not treated like you are being a bother to them.