Sunday, 13 December 2015

Electronic Arts have the worst support portal EVER!

I'm incredulous at EA's very bad support process.

I had purchased some in-app content for my son's tablet, and after an app reinstall it would not resume the content.

So I tried, repeat, tried to contact EA.

Their Contact Us portal is horrific. It is a "fake" contact us, wherein it pretends to offer you an ability to contact but in reality forces you down the check forums and raise a ticket via the portal.

But the portal was horrific.

Trying to raise a new ticket on this URL didn't work.
1. Go to https://help.ea.com/en/fifa/ea-sports-fifa/
2. Scroll down and select "Contact Us"
3. Click on Android Tablet and select Next
4. Select "Missing Content" and "Had content and lost it"
5. In the "Please tell us a little more about your issue" box type "In-App Purchases"
6. Press Next
7. You get dumped on Step 3 above. You cannot complete the support request.

Eventually I chose a different selection option and got to the end screen. But if I attached a PNG to the ticket whilst raising it - it dumped you back at the beginning.

Eventually I figured I had to raise a ticket under the wrong option and submit it. And then attach the JPG after.

During this process I was in an email conversation with a support guy who was adamant I should attach the PNG to a support ticket that he had raised of which I had no access to.

In all, this whole debacle cost me 1.5 hours of my life, to fix a problem with my son's in app purchase. It is enough to put me off in-app purchases for life!

NB: I contacted Google and they refunded it within 5 minutes. They've got the right customer experience.

No comments:

Post a comment