Modifié par Rencor2k, 07 mars 2012 - 03:40 .
*edited*
Débuté par
Dichotomize
, mars 06 2012 09:46
Retour en haut
#127
Guest_aLucidMind_*
Posté 07 mars 2012 - 03:43
Guest_aLucidMind_*
Guest_aLucidMind_*
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All you said was was how you have the collectors edition and that you can't seem to get the soundtrack. That is not enough information because there are a ton of reasons why you may not be able to get it, some of which are glitches. This is true of everything like this.
She asked for more specific information like what came up on your screen when you enter it and you then type in all caps (the equivilant of shouting) "Oh my god! Tell me what I want to know!!" is basically your reaction.
You say you work in customer service but you must not be very competent if you cannot understand this and cannot see that your attitude was uncalled for. People in that sector are not responsible for your problems, they're tasked with just fixing any problems people higher up and in other sectors cause. Getting pissy because they required more information is nothing short of immature and rude due to the fact that they cannot read your mind or see your screen and must go through a list of possible causes to your problem.
She asked for more specific information like what came up on your screen when you enter it and you then type in all caps (the equivilant of shouting) "Oh my god! Tell me what I want to know!!" is basically your reaction.
You say you work in customer service but you must not be very competent if you cannot understand this and cannot see that your attitude was uncalled for. People in that sector are not responsible for your problems, they're tasked with just fixing any problems people higher up and in other sectors cause. Getting pissy because they required more information is nothing short of immature and rude due to the fact that they cannot read your mind or see your screen and must go through a list of possible causes to your problem.
Modifié par aLucidMind, 07 mars 2012 - 03:46 .
#128
Posté 07 mars 2012 - 03:47
Xerorei
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Vasparian wrote...
I've had better service at Taco Bell.
Bet you got heartburn with a side of indegestion too!
#129
Posté 07 mars 2012 - 03:50
LinksOcarina
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You know all you had to do was register the game by clicking the top where it says game, and have the game on so it registers automatically right?
And learn some patience in the end.
And learn some patience in the end.
#130
Posté 07 mars 2012 - 03:55
Zalbik
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I love how Bioware/EA just does not seem to understand how exactly to treat or respond to customers.
Its seems if the link was having problems all the EA rep needed to say "was due to the high volume of downloads, on this the first day of release, the download link is experiencing problems. Please try again later. I apologize for you delay and inconvenience."
Wouldn’t that have been a better response from the from the EA rep?
Its seems if the link was having problems all the EA rep needed to say "was due to the high volume of downloads, on this the first day of release, the download link is experiencing problems. Please try again later. I apologize for you delay and inconvenience."
Wouldn’t that have been a better response from the from the EA rep?
#131
Posté 07 mars 2012 - 04:02
Rajorn
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I fail to see how he was rude to the customer support rep.
#132
Posté 07 mars 2012 - 04:08
Lucy Glitter
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Online Customer Service can get really annoying, but I honestly can say I see nothing wrong with this service person and what they were doing.
OP kind of wasn't answering the question properly, either. It was a two way street.
OP kind of wasn't answering the question properly, either. It was a two way street.
#133
Posté 07 mars 2012 - 04:11
batlin
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Gotta love people defending this customer service.
Was the OP being impatient? Yeah, that still doesn't change that this customer service agent was completely unhelpful. OP told him the problem and all he could do is ask over and over again what the error was, even though the OP spelled it out at the beginning of the exchange.
Was the OP being impatient? Yeah, that still doesn't change that this customer service agent was completely unhelpful. OP told him the problem and all he could do is ask over and over again what the error was, even though the OP spelled it out at the beginning of the exchange.
#134
Posté 07 mars 2012 - 04:44
Sweetz
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Come on Mr. Woo, more than anyone you should know how broken the support infrastructure is for big publishers. I've never heard from a developer that didn't (privately) balk at how it's handled.Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Support for game companies is handled by minimally trained, low paid, outsourced workers who speak english as a second lanuage, and who can do little but read through pre-defined help trees covering only the most basic or widespread issues. The have no direct contact with development and are generally discouraged, if not outright denied, to submit any issues to be passed onto development. They are trained, as a first response, to simply apologize and offer people an Origin discount code in the hopes that it will appease them.
Being nicer doesn't increase the competency of technical support when they're faced with an issue not in their support trees and is unlikely to change the result. That said, I agree they don't deserve to take the brunt of a customer's frustration, they're not at fault, your company's management and the way the gaming industry at large handles support is; but a customer can't express his frustration to your management and so the person they're talking to becomes the only available target for their dissatisfaction.
PS This is coming from someone who's a developer on a software product for the business industry where the support employees work in the same office and talk to programmers on a daily basis - the way support should be handled. To be fair, our software costs several thousand dollars and is a bit of a different market than games, but our ultimate revenue number is still much smaller than that of big game publishers.
Modifié par Stevedroid, 07 mars 2012 - 04:46 .
#135
Posté 07 mars 2012 - 05:11
HBC Dresden
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Ringo12 wrote...
OMG did anyone else get your Origin preorder codes AND amazon/gamestop codes from your CS rep?
What platform are you? I am running into trouble trying to get my Raider shotgun code and I'm on the 360.
#136
Posté 07 mars 2012 - 05:18
Grimez7
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phone service is always easier, always an immediate response unless they put you on hold(but if they do, they at least give you some music to listen to ;D)
#137
Posté 07 mars 2012 - 05:39
Doriath
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He got a lot a bit out of line towards the end but if you can't solve problems for people that pay money for something and aren't getting it... well then you're going to be dealing with a lot of people with bad attitudes. Just the way it is.
The point people should take away from this is....get an education. You don't want to work in customer service or retail settings. This is the norm.
The point people should take away from this is....get an education. You don't want to work in customer service or retail settings. This is the norm.
#138
Posté 07 mars 2012 - 05:41
Mace104
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I also had/have issues today, and after chatting with support for over an hour.. I got nowhere...
After 4 hours of play.. the game froze. Upon restarting and loading up my save game it just keeps loading..and loading..and loading. If I load up an earlier save.. it works, but then freezes. Soo I decided to see what EA tech support had to say, maybe I was missing something really simple.
Now I dont know if your interested enough to read the whole way through but Im just curious on the communities thoughts on the quality of this tech support.
note: I edited out the name of the individual I was talking with, I dont know if im stepping on any toes by posting this(If I am please remove the whole thing) also having EA send me the transcript seemed buggy in itself, or they censor some of the content?
----------------------------------------------------------------------------------------------------------------------------------------------------
EA TECH: Thanks for contacting EA Help! My name is Tania how may I help you?
you: Hello there, having a little trouble with my Xbox***** version of ME*****. I cant seem to get past the loading screen
EA TECH: Okay
you: The problem started after about ***** hours of play.
EA TECH: May&#*****;I&#*****;know&#*****;have&#*****;you&#*****;registered&#*****;the&#*****;online &#*****;pass&#*****;?
you: Yes I have
EA TECH: okay
EA TECH: Please&#*****;try&#*****;these&#*****;steps&#*****;::&#*****;
EA TECH: You will need to re-download this from the Marketplace, to do this please follow these instructions:
*****. Sign in to Xbox LIVE by using the gamertag that you were using when you originally downloaded the content.
*****. Press the Guide button on the controller
*****. Go to the Settings area, and then select Account Management.
*****. Select Download History.
*****. Select the item that you want to download.
*****. Select Download Again.
&#*****;
you: Download the online pass again?
EA TECH: Yes
you: ok I did that just now
EA TECH: Okay
EA TECH: Please&#*****;try&#*****;to&#*****;load&#*****;the&#*****;screen&#*****;now
you: I am, and it appears to be doing the same thing
you: The screens not frozen, however it just never stops loading
EA TECH: Let’s first try to clear your console cache, this can sometimes cause issues with game. To remove these files, follow the steps mentioned at the below given link: http://support.microsoft.com/kb/971755
you: ok Ill do that now
you: ok thats done, im trying the game again
EA TECH: Okay
you: Still doesn&#*****;t seem to be working. Just keeps loading loading loading...
EA TECH: The first thing you can do is to powercycle your modem. This is done by unplugging your modem from the power supply and letting it rest for about ***** to ***** minutes and then plugging it back in. During this time, you can reset your Xbox *****&#*****;s time and date setting to the *****/*****/***** by following the below given steps. • Please press the Xbox Guide button on the controller to enter the Dashboard. • Sign out of Xbox Live by pressing the X button. • Select the System blade. • Select Console Settings and press the A button. • Select Clock and press the A button. • Change the date to *****/*****/***** and press the A button to accept. Following these steps may be able to refresh your console&#*****;s connection to Xbox Live and resolve most, if not all of your connectivity issues.
you: why change the date to *****/*****/*****?
EA TECH: to&#*****;reset&#*****;your&#*****;console&#*****;settings
you: Ok I guess Ill give that a shot. Ill obviously lose my connection though so I guess Ill have to wait in line again if it doesn&#*****;t work?
EA TECH: No,&#*****;wont&#*****;be&#*****;loosing&#*****;the&#*****;connection,&#*****;are&#*****;y ou&#*****;on&#*****;the&#*****;Pc&#*****;or&#*****;on&#*****;the&#*****;xbox?
you: Im talking to you through the PC. But if I unplug the modem, BOTH the Xbox and PC will lose connection.
EA TECH: Okay.
EA TECH: If&#*****;it&#*****;wont&#*****;work&#*****;you&#*****;can&#*****;try&#*****;these&#*****; steps&#*****;::&#*****;
EA TECH: In order for me to investigate this further, please run a trace for us to review. For this the following steps need to be followed: - In order to do this, you need to have a PC that shares the same Internet connection you are attempting to use with your Xbox *****. *****. * Using your Internet browser on your PC, please open the following link to download the UO Trace program: ftp://ftp.ea.com/pub/origin/patches/uo/uotrace.exe *****. * Run UO Trace. (If a pop-up box appears telling you &#*****;UO Server List not found,&#*****; click No.) *****. * Click the Options menu at the top of the window and select Advanced. *****. * In the rectangular window where the server is listed, type in easo.ea.com. *****. * Click the Trace Route button, which is the fourth button from the left. *****. * After the trace route has completed, click the Poll button, which is two buttons to the right of the Trace Route button. *****. * Let it send around ***** or so packets then click Stop Poll. *****. * Click Edit and select Copy. *****. * Click the Start button (Windows button for Microsoft Windows Vista) on the Windows Taskbar. *****. *Select All Programs. *****. *Select Accessories. *****. *Click Notepad. *****. *From the menu toolbar, click Edit and click Paste. *****. *From the menu toolbar, click File and click Save. *****. *Repeat steps ***** through ***** so that you have two separate files for us to compare and review. *****. Once you have completed the test, click on the Attach file link below the chat window and send both the files to me for review.
EA TECH: And&#*****;then&#*****;connect&#*****;the&#*****;chat&#*****;to&#*****;show&#*****;us&#*** **;the&#*****;results
you: where is this &#*****;attach file&#*****; link?
EA TECH: You&#*****;can&#*****;go&#*****;ahead&#*****;and&#*****;paste&#*****;it&#*****;in&#*****;t he&#*****;chat&#*****;session&#*****;itself
EA TECH: After&#*****;you&#*****;have&#*****;reset&#*****;the&#*****;date&#*****;of&#*****;the&#*** **;console
you: The date change didn&#*****;t work. I set it to *****/*****/***** and the problem continues
EA TECH: Okay
EA TECH: May&#*****;I&#*****;have&#*****;the&#*****;results&#*****;in&#*****;that&#*****;case
you: Here you go
you: -whole mess of numbers & stuff-
you: Slight change, I loaded the game from an earlier save and that worked.. but then the whole Xbox froze*
EA TECH: okay
you: Soo what now?
EA TECH:
Well&#*****;as&#*****;the&#*****;issue&#*****;is&#*****;complicated&#*****;,&#*****;I&#*** **;m&#*****;escalating&#*****;the&#*****;case&#*****;to&#*****;the&#*****;senior&#*****;ex perts.
EA TECH: They&#*****;will&#*****;be&#*****;contacting&#*****;you&#*****;via&#*****;email&#*****;in& #*****;next&#*****;*****&#*****;-&#*****;*****&#*****;hours [12-72Hours]
you: Oh okey
EA TECH: Thank you for contacting EA. Is there anything else I can help you with today?
you: Nope that should do it. Thank you!
----------------------------------------------------------------------------------------------------------------------------------------------------
-It took 45min to connect to what they said was a 25min wait
-In between the Tech's replies I finished an entire foreign language assignment
-turn off the modem for 10-15 minutes? Really!?
I've talked to tech support before but I at least got something accomplished out of it. Tonight, I just feel like I would have been better of browsing the internet for the answer myself(which I did*in between*the replies) Over an hour for what could of been communicated in 10minutes.*
Oh and the tool they had me use? ..it was from Ultima Online days...*
After 4 hours of play.. the game froze. Upon restarting and loading up my save game it just keeps loading..and loading..and loading. If I load up an earlier save.. it works, but then freezes. Soo I decided to see what EA tech support had to say, maybe I was missing something really simple.
Now I dont know if your interested enough to read the whole way through but Im just curious on the communities thoughts on the quality of this tech support.
note: I edited out the name of the individual I was talking with, I dont know if im stepping on any toes by posting this(If I am please remove the whole thing) also having EA send me the transcript seemed buggy in itself, or they censor some of the content?
----------------------------------------------------------------------------------------------------------------------------------------------------
EA TECH: Thanks for contacting EA Help! My name is Tania how may I help you?
you: Hello there, having a little trouble with my Xbox***** version of ME*****. I cant seem to get past the loading screen
EA TECH: Okay
you: The problem started after about ***** hours of play.
EA TECH: May&#*****;I&#*****;know&#*****;have&#*****;you&#*****;registered&#*****;the&#*****;online &#*****;pass&#*****;?
you: Yes I have
EA TECH: okay
EA TECH: Please&#*****;try&#*****;these&#*****;steps&#*****;::&#*****;
EA TECH: You will need to re-download this from the Marketplace, to do this please follow these instructions:
*****. Sign in to Xbox LIVE by using the gamertag that you were using when you originally downloaded the content.
*****. Press the Guide button on the controller
*****. Go to the Settings area, and then select Account Management.
*****. Select Download History.
*****. Select the item that you want to download.
*****. Select Download Again.
&#*****;
you: Download the online pass again?
EA TECH: Yes
you: ok I did that just now
EA TECH: Okay
EA TECH: Please&#*****;try&#*****;to&#*****;load&#*****;the&#*****;screen&#*****;now
you: I am, and it appears to be doing the same thing
you: The screens not frozen, however it just never stops loading
EA TECH: Let’s first try to clear your console cache, this can sometimes cause issues with game. To remove these files, follow the steps mentioned at the below given link: http://support.microsoft.com/kb/971755
you: ok Ill do that now
you: ok thats done, im trying the game again
EA TECH: Okay
you: Still doesn&#*****;t seem to be working. Just keeps loading loading loading...
EA TECH: The first thing you can do is to powercycle your modem. This is done by unplugging your modem from the power supply and letting it rest for about ***** to ***** minutes and then plugging it back in. During this time, you can reset your Xbox *****&#*****;s time and date setting to the *****/*****/***** by following the below given steps. • Please press the Xbox Guide button on the controller to enter the Dashboard. • Sign out of Xbox Live by pressing the X button. • Select the System blade. • Select Console Settings and press the A button. • Select Clock and press the A button. • Change the date to *****/*****/***** and press the A button to accept. Following these steps may be able to refresh your console&#*****;s connection to Xbox Live and resolve most, if not all of your connectivity issues.
you: why change the date to *****/*****/*****?
EA TECH: to&#*****;reset&#*****;your&#*****;console&#*****;settings
you: Ok I guess Ill give that a shot. Ill obviously lose my connection though so I guess Ill have to wait in line again if it doesn&#*****;t work?
EA TECH: No,&#*****;wont&#*****;be&#*****;loosing&#*****;the&#*****;connection,&#*****;are&#*****;y ou&#*****;on&#*****;the&#*****;Pc&#*****;or&#*****;on&#*****;the&#*****;xbox?
you: Im talking to you through the PC. But if I unplug the modem, BOTH the Xbox and PC will lose connection.
EA TECH: Okay.
EA TECH: If&#*****;it&#*****;wont&#*****;work&#*****;you&#*****;can&#*****;try&#*****;these&#*****; steps&#*****;::&#*****;
EA TECH: In order for me to investigate this further, please run a trace for us to review. For this the following steps need to be followed: - In order to do this, you need to have a PC that shares the same Internet connection you are attempting to use with your Xbox *****. *****. * Using your Internet browser on your PC, please open the following link to download the UO Trace program: ftp://ftp.ea.com/pub/origin/patches/uo/uotrace.exe *****. * Run UO Trace. (If a pop-up box appears telling you &#*****;UO Server List not found,&#*****; click No.) *****. * Click the Options menu at the top of the window and select Advanced. *****. * In the rectangular window where the server is listed, type in easo.ea.com. *****. * Click the Trace Route button, which is the fourth button from the left. *****. * After the trace route has completed, click the Poll button, which is two buttons to the right of the Trace Route button. *****. * Let it send around ***** or so packets then click Stop Poll. *****. * Click Edit and select Copy. *****. * Click the Start button (Windows button for Microsoft Windows Vista) on the Windows Taskbar. *****. *Select All Programs. *****. *Select Accessories. *****. *Click Notepad. *****. *From the menu toolbar, click Edit and click Paste. *****. *From the menu toolbar, click File and click Save. *****. *Repeat steps ***** through ***** so that you have two separate files for us to compare and review. *****. Once you have completed the test, click on the Attach file link below the chat window and send both the files to me for review.
EA TECH: And&#*****;then&#*****;connect&#*****;the&#*****;chat&#*****;to&#*****;show&#*****;us&#*** **;the&#*****;results
you: where is this &#*****;attach file&#*****; link?
EA TECH: You&#*****;can&#*****;go&#*****;ahead&#*****;and&#*****;paste&#*****;it&#*****;in&#*****;t he&#*****;chat&#*****;session&#*****;itself
EA TECH: After&#*****;you&#*****;have&#*****;reset&#*****;the&#*****;date&#*****;of&#*****;the&#*** **;console
you: The date change didn&#*****;t work. I set it to *****/*****/***** and the problem continues
EA TECH: Okay
EA TECH: May&#*****;I&#*****;have&#*****;the&#*****;results&#*****;in&#*****;that&#*****;case
you: Here you go
you: -whole mess of numbers & stuff-
you: Slight change, I loaded the game from an earlier save and that worked.. but then the whole Xbox froze*
EA TECH: okay
you: Soo what now?
EA TECH:
Well&#*****;as&#*****;the&#*****;issue&#*****;is&#*****;complicated&#*****;,&#*****;I&#*** **;m&#*****;escalating&#*****;the&#*****;case&#*****;to&#*****;the&#*****;senior&#*****;ex perts.
EA TECH: They&#*****;will&#*****;be&#*****;contacting&#*****;you&#*****;via&#*****;email&#*****;in& #*****;next&#*****;*****&#*****;-&#*****;*****&#*****;hours [12-72Hours]
you: Oh okey
EA TECH: Thank you for contacting EA. Is there anything else I can help you with today?
you: Nope that should do it. Thank you!
----------------------------------------------------------------------------------------------------------------------------------------------------
-It took 45min to connect to what they said was a 25min wait
-In between the Tech's replies I finished an entire foreign language assignment
-turn off the modem for 10-15 minutes? Really!?
I've talked to tech support before but I at least got something accomplished out of it. Tonight, I just feel like I would have been better of browsing the internet for the answer myself(which I did*in between*the replies) Over an hour for what could of been communicated in 10minutes.*
Oh and the tool they had me use? ..it was from Ultima Online days...*
#139
Posté 07 mars 2012 - 08:13
Farbautisonn
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Mace104 wrote...
Oh and the tool they had me use? ..it was from Ultima Online days...*
-thats just... sad...
#140
Posté 07 mars 2012 - 09:42
Belv
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- 8 messages
So I found this thread from a google search on my error with the ME3 soundtrack not showing up in my entitlements and I tried that link that rep gave you and it worked. Currently downloading the soundtrack so if that rep is reading this thread at all, thank you! 
#141
Posté 07 mars 2012 - 09:46
MouseNo4
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I take it the EA rep does not speak english well?
And The Usual Suspects ignore the problem. Again.
And The Usual Suspects ignore the problem. Again.
#142
Posté 10 mars 2012 - 07:13
nurse_thalia
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- 1 messages
Wow, Dichotomize... you think that's poor customer service? You didn't even give her a chance to help you. With the attitude you gave her, I'm surprised by her willingness to even attempt to help you at all. It sounds to me like you went to customer service already in the mood to be a jerk - I understand this is frustrating (I can't get the soundtrack either, despite buying the CE) but how do you justify taking it out on her?
Modifié par nurse_thalia, 10 mars 2012 - 07:15 .
