53 réponses à ce sujet

[TheOgre]

Maybe I'm raised with too much respect for my fellow human beings or with too much discipline, but acting like an *******/smartass to customer support (something that is known generally known to be poor at best because of higher ups, forums/google are usually your best bet) when they're trying to help you as much as they are capable of seems like a bad move on your end, not on Ritesh' end.

 

Especially after reading other comments on this thread talking about previous experiences as those customer support employees.

 

 

If you're frustrated, please scream into a pillow before you 'attack' a random customer service employee when they can't fix everything.

 

Maybe if EA had a proper chain of command he'd be able to appropriate his anger at the right people instead of at someone who can only stick to a script.

 

White knighters tend to lose their 'that's so uncool' when they run into these problems. Just ask the people on ps3/xbox 360 how screwed they are with crashes and bugs 8 months later.

[staceymeggs]

 

Devs;

 

Please, forgive my "troll-like" itemized list below.  Read the conversation beneath it and you should get EXACTLY where I am coming from and understand the unquestionable NEED for said list; thank you.

 

Alright Devs, or some Dragon Age Inquisition employee out there, please read the below conversation and explain to me:

1. How it makes any sense what-so-ever
2. Where you find these customer service reps at
3. How it is even remotely possible this particular rep is able to tie his own shoes and overall in general, care for himself on a daily basis let alone get hired by your company to perform the job he does

 

[Chat starts here. Please do not feel bad about audibly expressing the level of hilarity created by this conversation]

 

 

General Info

Chat start time  Jun 30, 2015 11:13:01 PM EST Chat end time  Jun 30, 2015 11:43:16 PM EST Duration (actual chatting time)  00:30:15 Operator  Ritesh

 

Chat Transcript

info: Your approximate wait time is 0 minute.
info: You are now ready to chat with Ritesh.
Ritesh: Thanks for contacting EA Customer Experience, my name is Ritesh. How may I assist you today?
you: Good Evening Ritesh
you: How are you this evening?
Ritesh: Good Evening.
Ritesh: I am fine thank you.
Ritesh: How you doing?
you: Doing OK, not bad
you: Alright, down to business here
you: What is the deal with your servers right now? There are no known issues listed but problems occurring all day.
Ritesh: May I know the issue please so I can fine the resolution for this.
you: No connection, cannot connect to session, connection to session lost, cannot connect to servers, host migration failed, no XP gained after multiplayer mission, no gold gained after multiplayer mission
you: http://answers.ea.co...617262#U4617262
you: There is a forum post from other users about this issue
Ritesh: I do apologize for the inconvenience.
you: Also need to know when this whole "Host Migration" stage reset, reload map issue is going to be resolved. It's been over a month now and I haven't heard a peep or seen a single word released by EA on acknowledging the issue or troubleshooting it
Ritesh: Could you please provide me error message?
Ritesh: So I can provide our specialist team to check this issue.
you: No connection, cannot connect to session, connection to session lost, cannot connect to servers, host migration failed
Ritesh: Thank you.
Ritesh: May I know your gamer tag?
you: OH, and "Host Migration in Progress"
you: (Removed GamerTag)
Ritesh: Thank you.
you: Also, without errors being displayed, you finish a level but no XP or gold is credited to your account. That is the link I provided for you above
Ritesh: Did you follow any troubleshoot steps to try to fix this issue?
you: It's not on my end
Ritesh: Okay.
you: 110 BAJILLION % positive
you: These issues have been happening to everyone for about a month now. Im just THAT guy trying to get it fixed
you: the XP and gold issue is new as of today though
Ritesh: Please allow me minute I am going to transfer your chat to out technical support team.
you: For example, we will finish stage 5 of 5, however, instead of going to end match screen, it will just let your entire team run around the map for about 2 or 3 minutes, then boot you to a loading screen with those playing cards, it will say "Host Migration In Progress" one person will get host migration failed, the rest of us will get reset back to the start of stage 5 of 5 and have to complete it again.
you: OK
Ritesh: Please bare with me, I am discussing your issue with specialist team, I am going to transfer your chat.
you: OK
Ritesh: I am going not to transfer your chat***
you: not?
you: LOL
Ritesh: Sorry for mistype.
you: no worries
Ritesh: please hold for couple of minutes.
you: yup
Ritesh: Thank you for waiting.
you: yea
Ritesh: I have discussed your case with specialist team they have checked and inform that's how it works. The server is configuring to the new host as well as the others, and then that stage is restarted.
you: Relay to your specialists to relay to the Architecture and Code teams "That is stupid". I have NEVER seen a game do that....EVER.
you: Second, what about the other errors and issues everyone is currently experiencing?
Ritesh: They have checked those issue and concern team is working in this issue.
Ritesh: Hopefully they will fix this issue at the earliest.
you: Can you guys please update your forums, known issues, etc.?
you: That's what those are there for
Ritesh: You will see the post on forum once issue will fix.
you: Why would you post a known issue AFTER you fix it?
Ritesh: I will inform our concern team to post on forum regarding this issue so player know about this.
you: The point of "Known Issues" is to let the community know that there is an issue, it has been identified, and you are working to fix it, as well as an ETA for resolution if available
Ritesh: I do not have Estimated Time Frame available.
Ritesh: Also I have some troubleshoot steps if you want I will send you via email please follow and try the game.
you: Really? If your company has identified the issue on their end, why would I do troubleshooting on my end?
you: What sense does this make?
Ritesh: I am requesting you to follow some connection based troubleshoot steps.
you: "Hey buddy, your roof just blew off your house." Yeah I know, please go to china, find a random person, and make sure their roof is still in tact and was not the cause of my roof issue.
Ritesh: which will clear some utility files.
you: why
you: what are you trying to fix?
Ritesh: I am trying to fix the connectivity issue you are facing in Multiplayer in the other end.  and for other issues dev team is working in this hopefully this issue will fix soon.
you: If you break your foot right now, would you turn to the guy sitting next to you and tell him to go to the doctor and make sure his foot isn't broken?
Ritesh: I can understand your frustration regarding this issue, If you do not want to follow, not an issue, please wait for sometime hopefully these issues will fix soon.
you: As hilarious as this conversation and your logic are right now, I don't have the time to sit here and try to explain it to you.
you: Thanks for your time and assistance, have a great evening Ritesh.
info: Your chat transcript will be sent to patricklevengood@yahoo.com at the end of your chat session.
Ritesh: I can understand your issue.
you: LOL, no you don't...not at all....not even the slightest
Ritesh: But I just want to you follow those steps to take a chance, might be possible those troubleshoot steps will help you to fix the issue.
Ritesh: Is there anything else I can do for you today?
you: how would me clearing persistent data, clearing alt MAC addresses, rebooting, power disconnect everything, clean everything, uninstall reinstall, etc. etc. fix an issue that your devs identified on YOUR end and are working on fixing?
you: never mind, don't answer that
you: Thank you for your time 
you: have a great evening
Ritesh: Thank you for contacting EA. I appreciate your time. Have a great day.

 

 

I laughed so friggin hard. This reminds me of a tech support call I had with my internet company. I think I may print this out and put it in a macaroni and constuction paper frame.

[Innsmouth Dweller]

Poor Ritesh. He probably didn't even play the game, and I'll bet he never "talked to specialist teams", just went for a cup of coffee. I'm not sure why there is a customer support at all, that never works - it's pointless waste of money. Dev info (why isn't there info on known issues indeed), FAQs, wikis and community are way better. 

[Rayban87]

To the OP, I completely feel you 100%.

For the record no I don't feel sorry for Ritesh, even if he was given a stupid script or had a limitation on time or whatever.

The point is at the end of the day I PAID money for a product that I EXPECT to work and when it doesn't and I am not given clear answers of course I will be frustrated and I have every right to be.

 

I don't give a rat's a55 if the customer service was outsourced or not even "tech" support or have to follow a script strictly, if anything we should be hard on these 'fake' tech supports so that EA and/or Bioware or whoever hires these people will be FORCED to hire people who know their actual sh*t, or at least the sh*t that has to do with the product they've been hired to "support"; or better yet given the instruction to provide actual legitimate help.

 

I'm sorry I'm not trying to be rude or harsh on the guy but honestly if the lack of support was guided by the directions given to him by his employers/bosses, then of course I'm not going to just say "oh well, poor guy" and be left with a product that doesn't function as it should.

No f*ck that because if you expect my money, then give me a product that works PERIOD.

I'm sorry but I work 6 days a week with 10 hour days, and then when I get home I am the carer for my father and when I do get some downtime to use something that I paid for and it doesn't work, it is going to sh*t me.

Fair enough bugs can happen but at the very least provide me REAL answers and not some scripted gibberish that just leaves me with nothing but confusion and frustration.

 

I mean if a company decides to hire people who don't know what they're doing, or are instructed to not help efficiently, to then represent their company and then someone get's pissed off I don't see how that's the customer's fault for being annoyed.

 

If they don't want frustrated people, THEN NEWSFLASH DON'T PROVIDE TECH SUPPORT THAT FRUSTRATE PEOPLE WITH RIDICULOUS ANSWERS!!

Sorry for the caps but I've just for the longest freaking time been constantly kicked out of multiplayer, randomly disconnected from the server, if I do get in it's a constant black loading screen or my interface is gone, once in a while a straight up CTD when literally EVERYTHING else I run is completely smooth.

This is not even strictly multiplayer, every now and then while playing single campaign I get a server disconnection notice and then have to save, exit to menu and connect so that my clouds don't get screwed up.

 

This is partly the problem when people decide to port games to PC that otherwise should have been properly programmed for PC by actual PC devs because:

A.) it will be easier to manage

(edit, stupid smiley face I was trying to be serious lol) B.) it will be easier to patch and fix

C.) sometimes bugs or potential bugs can be found without having the actual consumers be the test dummies for you

D.) you will have less frustrated customers filling the forums with posts such as this and more of them actually playing the freaking game

 

Anyway I'm not having a personal gibe at Ritesh but at the end of the day if the company has hired him to represent and he was either not prepared or instructed to not be that helpful, then as consumers we have every right to be frustrated because that's not good enough.

At the end of the day it ultimately reflects poorly on the company and not on the actual worker most of the time.

 

It's like how Disneyland have always said that the closest representatives for their company to their customers were the janitors because they are the ones on the park grounds.  That's why if you ask them about the park they can actually help you because they were trained to do that even though they were hired primarily as janitors.

Okay so the example given is a little bit askew to try relate back to tech support but you get the basic gist of what I was trying to say.

Don't get me wrong I do love the dragon age series and to be 100% honest I will buy the next expansions, it's just that with almost 9-10 months past now and EXACTLY THE SAME SH*T going on is just really very pathetic.

That's almost a whole year being left with a faulty, non-full functioning product.

 

No matter how you want to swig it, that is just bullsh*t.