OK, it takes me alot to get upset about something. Losing 6 hours of gameplay to a dumb glitch is a bad start. Being jerked around by 2 EA employees who can't get their heads around a problem and can't take the time to *try* and fix it, that make loyal paying customer even more mad than an ending that wasn't that great.
Here's the issue I was trying to have addressed: Was working on my "B/Renegage" ME2/3 playthrough monday in preperation for EC. I was just starting the Geth Dreadnaught mission. Picked my squadmate (Garrus) and got through the weapon selection fine. Get to the "level up" screen and instead of level my 47-48 (forget exactly which) Vanguard custom appearance Femshep is now a level 1 default appearance Femshep. Garrus was level 44 and seemed to have all his powers, Tali was also level one. It gets better. In the cutscene that occurs Garrus references Dr, Michel. Um...wha? I got Chakwas thank you very much.
OK, so, I realize something is glitched so I went back and tried to reload from the pre-mission autosave. No dice, same problem. Tried resyncing from the cloud. Same problem. So I contact EA via Origin's chat feature. The guy I talked to...well, pissed me off. First he was very belittling which seems to be a common problem whenever I deal with EA this way. He wouldn't explain to me how reloading the game would affect a corrupted save file (note, other than this and the usual stuff that comes with an older CPU, the game runs fine). He then suggests that I've deleted my save files and I have nothing at all in the cloud. Huh? I haven't deleted anything either from my system or from the cloud. I get frustrated and basically "hang up" the chat and resolve to send an e-mail.
When I get to EA's help site (which takes forever) and look at my cases, I think I find part of the problem. The tech had apparently thought I was talking about BF3, which I don't even own. OK, so it could have been a drop down thing when he was on his computer or whatever so I let this slide. I send an e-mail describing the problem in detail with the hopes that this would give the techs more time to look into the problem before contacting me. Supposed to get a response in 24 hours. Nothing. After 36 or so hours I get a response with...XBOX Save File instructions? Huh? OK, I could understand this in some circumstances but when one makes references to things like Origin and the Cloud, I think it was fairly clear I was talking about PC.
Now I am waiting for a call-back after using the "call me" feature after our call got disconnected (my phone does that) but I've been waiting an hour or so and nothin. This guy seemed to know what was going on but was still giving me solutions that sound questionable (like reloading Origin).
For the staff folks I hope read this, the original (chat/email) case was 04473549 and the new (phone) one is 04495458.
Total Tech Support Fail (Staff, Please Read)
Débuté par
TheBigM145
, juin 27 2012 07:01
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#2
Posté 28 juin 2012 - 02:51
TheBigM145
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Update: I never got a call back from EA Tech support and I still don't have a solution to the issue at hand. I would be very appreciative if someone official would get in touch with me regarding this matter. If there is no way to recover the data, that's fine but I'd like to hear that from someone who knows what they're talking about. If not, this is still a major failure of customer support that is really making me rethink my desire to invest in EA/Bioware titles in the future.
#3
Posté 28 juin 2012 - 10:09
TheBigM145
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Still haven't heard from anyone on this and my frustration level is rising. Even if it's just giving me the name of someone I can lodge a complaint to would be a start.
#4
Posté 29 juin 2012 - 09:02
Fredvdp
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This is user-to-user tech support. BioWare does not handle tech support.
I have read that the cloud can cause all sorts of problems. If this ever happened to me I'd just turn off the cloud feature and open my last save in Gibbed's Mass Effect 3 Save Editor to check which variables are flagged incorrectly. This allows you to increase your level as well.
I'm not sure if you can revert back to your old appearance. I take it you don't have a save that still reads the old face correctly? Otherwise you could load that in the save editor and export the headmorph which you can then load into the most recent save. I have made a backup of my Femshep's face just in case.
I have read that the cloud can cause all sorts of problems. If this ever happened to me I'd just turn off the cloud feature and open my last save in Gibbed's Mass Effect 3 Save Editor to check which variables are flagged incorrectly. This allows you to increase your level as well.
I'm not sure if you can revert back to your old appearance. I take it you don't have a save that still reads the old face correctly? Otherwise you could load that in the save editor and export the headmorph which you can then load into the most recent save. I have made a backup of my Femshep's face just in case.
#5
Posté 29 juin 2012 - 11:42
TheBigM145
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I'm aware they don't handle Tech Support but this is really a customer relations/bug issue more at this point and I want them to be aware of and acknowledge the situation. And I had thought of the save editor solution awhile ago but I'd really rather avoid that if at all possible because of the inherent problems that can cause.
