EA Sports

1.00 stars

26 Reviews

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Alastair's complaint against EA Sports

Alastair Letham

26/11/2015

Game not working, spend lots of money and time trying to solve the issue. Never got fixed.

Complaint against EA Sports

Dear The EA Customer Experience Team, I have an issue where my Red Alert 3 will not open. I called yesterday and ended up having to call 5 different times to try to troubleshoot my issue, totally close to 2 and a half hours of call time. This troubleshooting involved all of the basic things, as well as me having to reinstall the game 3 times, download some third party programs and other things. None of these fixes helped and I had to end the calling for the day because it got to your closing time for your call centre. During these calls, I had to explain my issue and give my email and product key over and over again to around 8 different people. Half of these people seemed to no listen to a word I said when I described the issue, I would be 10 minutes into a call with someone before them revealing that they thought the problem was that I couldn't see Red Alert 3 on my games page, another one thought that I was trying to connect my PSN account to my origin account. It's as if they ignored me and then tried to guess my issue. In one of the calls I had a man tell me for 10 minutes that I didn't own Red Alert 3 and that he could give me a special offer to buy if for 3.99, after telling him I did in fact own the game and explaining how I bought it repeatedly he eventually figured out that I was correct. I don't have a very good internet. One guy told me to reinstall the game, which I did, took me a couple of hours, and then when I called back with it not working still, another one told me to reinstall the game but using a third party piece of software. I feel like these steps could have been combined. The call involved me being on hold for a very long amount of time, and I ended up spending over 12 pounds in call fees. 10 of those pounds I realise I should have just used to buy Red Alert 3 on steam, which would have had no issues (it's what my friends are playing on). So today I called, having giving up asking for this email address, the guy seemed very reluctant to give me the email. It wasn't until I had asked a few times that he decided to let me have the complaints email, which he said would be sent to me and soon as he hung up. I waited 2 hours and still had not received any email, so I called back. Spoke to someone who told me that it had already been escalated so I only needed to wait for a couple more hours. I told him that all I needed was an email address, he kept repeating that it has been escalated, once again having no clue what I had been telling him. Eventually he put me through to another guy (I had to explain my issue once again), who immediately sent me the email that I am now replying to. My case numbers are 21208285, 21223358, 21208619 21210146. There may be others but I don't know where to find them. Looking forward to hearing back from you.

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