EA keeps closing my cases without making notes or providing assistance and there aren't many BioWare labels attached to these topics. Sony redirects you to EA. So when issues arise, who are we supposed to contact? Technical Support Contact Information is printed on the back page of the official manual but it doesn't seem to be offering any solutions to people. Obviously, patches for reported issues take time, but we're not aware of what issues are being addressed or provided an estimated time frame for when we might see improvement. There's no visibility.
The last time I spoke to an EA advisor (for the Playstation 3 version), they gave me PC instructions.
Customer service is part of my job and it totally blows because people are kind of ridiculous. However, they usually have legitimate complaints that I, on a personal level, genuinely want to resolve. If I had hundreds of people flooding my inbox with concerns, I'd feel morally obligated to respond to as many of them as I could... because I have a pretty strong conscience, I guess. I'm not implying BioWare or EA staff don't have consciences, but I am saying they're antipathy has our public awareness. We have issues, and these issues feel like they're being ignored.
So er... in summation... the software laws make getting a refund impossible, and there is no legal bondage that ensures I get the advertised performance, but it sucks. It sucks because when the game works, it's pretty brilliant and we all want to play it... and it cost us lots of moniez... and we all just want to stop feeling used.
Where are we supposed to go for technical support?
Débuté par
optimistickied
, avril 15 2012 04:01
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#2
Posté 15 avril 2012 - 07:45
megabug7
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The below quotes contain responses from a member of the Bioware staff answering two of my own questions regarding Technical Support (forums and EA).
.
....
.
Q:
Bioware seem to give the impression they don't like the PS3 Community. Lack of support on the forums etc.
A:
The forums have never been the primary avenue of tech support for our games. Primary tech support has always been provided by our publishers. The tech support forums are here for the COMMUNITY to help each other. BioWare will sometimes reach out to the tech support forums for help in tracking down certain bugs, but this is by no means a guarantee, explicit or implied.
Q:
Regarding the Technical Support by EA (the amount of times I've contacted them about Mass Effect in general - they always refer me back to the forum/or they say they will pass the issue on to Bioware (if it's technical).
I understand the triage system that is in place, but how sure can we be that issues other members and myself have raised 'are being passed on/looked into and/or addressed' (either by EA or via the forums).
A:
There is no guarantee that the issues being raised are "being passed on" or "looked into", nor is such a guarantee promised, indicated or even implied by the game's EULA, site's ToS, or Site Rules. Sorry.
....
Modifié par megabug7, 15 avril 2012 - 07:51 .
#3
Posté 15 avril 2012 - 08:32
optimistickied
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Oi.
That's a downer.
I'm a pretty tolerant person. Video games are pretty low on my hierarchy of needs. However, you know, I'm starting to feel pretty jaded about the whole thing. You can see everybody losing enthusiasm. So BioWare refers people to EA and EA refers people to BioWare. In my business class, we talked about how many companies structure their customer service around the anticipation that people will eventually give up trying to find resolution for their issues. It's pretty insidious.
Video games are a source of entertainment. In a world of foreclosures, mounting national deficits, global conflicts... entertainment is a precious commodity. It makes sense that we, as a community, are so vocal. We spend $60+ to tune the world out and engage in a fantasy created by a team of talented professionals, and when the illusion that video games are anything more than a product is shattered, when they stop becoming works of passionate creativity, it just really blows.
"No guarantees."
That's a downer.
I'm a pretty tolerant person. Video games are pretty low on my hierarchy of needs. However, you know, I'm starting to feel pretty jaded about the whole thing. You can see everybody losing enthusiasm. So BioWare refers people to EA and EA refers people to BioWare. In my business class, we talked about how many companies structure their customer service around the anticipation that people will eventually give up trying to find resolution for their issues. It's pretty insidious.
Video games are a source of entertainment. In a world of foreclosures, mounting national deficits, global conflicts... entertainment is a precious commodity. It makes sense that we, as a community, are so vocal. We spend $60+ to tune the world out and engage in a fantasy created by a team of talented professionals, and when the illusion that video games are anything more than a product is shattered, when they stop becoming works of passionate creativity, it just really blows.
"No guarantees."
Modifié par optimistickied, 15 avril 2012 - 08:33 .
#4
Posté 15 avril 2012 - 09:19
BDG420
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what do you expect? the people that work for BioFail tech saport are a bunch of dotheads trying to make a buck they dont know what the hell is going on.<_<megabug7 wrote...
The below quotes contain responses from a member of the Bioware staff answering two of my own questions regarding Technical Support (forums and EA).
.Q:
Bioware seem to give the impression they don't like the PS3 Community. Lack of support on the forums etc.
A:
The forums have never been the primary avenue of tech support for our games. Primary tech support has always been provided by our publishers. The tech support forums are here for the COMMUNITY to help each other. BioWare will sometimes reach out to the tech support forums for help in tracking down certain bugs, but this is by no means a guarantee, explicit or implied.Q:
Regarding the Technical Support by EA (the amount of times I've contacted them about Mass Effect in general - they always refer me back to the forum/or they say they will pass the issue on to Bioware (if it's technical).
I understand the triage system that is in place, but how sure can we be that issues other members and myself have raised 'are being passed on/looked into and/or addressed' (either by EA or via the forums).
A:
There is no guarantee that the issues being raised are "being passed on" or "looked into", nor is such a guarantee promised, indicated or even implied by the game's EULA, site's ToS, or Site Rules. Sorry.
....
#5
Posté 15 avril 2012 - 10:12
Battlepope190
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Go to the PC or Xbox sections and make threads; you're more likely to catch a mod there, even though he's just going to "End of Line" your thread without helping you one bit.
