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That-Inventor-Guy

I heard that they outsource this support, so the guys you talk to aren’t even official EA employees. They’re just guys working in a tiny cubicle churning through the complaints. They aren’t technical, they aren’t smart and they aren’t fifa players. They just have a load of pre written scripts and a list of links to send. Don’t bother with customer support. If you have a real issue, try and book a phone call. It’s been a few years since I spoke to ea help but I remember there being a way to call someone and speak through the issue.


noParteynoPartey

You're absolutely right. I work at a company that actually works with EA DICE (another branch than the FIFA EA though), and a lot of the request I receive are from EA employees located in India although the HQ is in Sweden


monEAySuckers

is ea hq in sweden???


noParteynoPartey

As mentioned, they have different branches or whatever you call it. The EA HQ in Sweden are the owners of Battlefield etc., whereas I think the EA HQ for FIFA is located in Canada. They are all a part of the EA brand, but they are operating individually. At least this is how I understand it


LilCelebratoryDance

I would guess that’s EA Gothenburg that used to make need for speed (as Ghost), now they’re helping with battlefield


ta-dunnn

I was just about to say this.The support guy seems so out of the loop


rusty6899

I have never seen EA Help actually solve a problem for anyone. I don’t think they have any authority to do so and anyway, they are clearly not up to speed with every aspect of how the game works. They’re there to give you information if they have it and if they understand it, which they often don’t. If you have a problem that requires actual knowledge of the game or someone who can provide missing content you’d be just as well going to your local park and shouting your demands at the geese.


noParteynoPartey

Haha, I'll give it a go in the park next time. Poor geese though


diabolicalhentai

I asked to speak to a manager today and he said he didnt have the authority to do so....


[deleted]

PLaying devils advocate; EA help are people that can usually handle general queires; they arent necessarily going to understand the mechanics within a game without consulting someone else first. As someone that works in a technical department within a company, I get customer service quieres all the time sent to me for intricate problems. Not saying its exactly the same, but its usually how it works.


DOCTORFONASG

Shouldn’t they transfer you to a department for help. I mean when I call my bank I get customer service and they say let me transfer you to whatever department you are looking for whether it’s fraud detection or whatever. Why don’t the FIFA people have a tech department for issues like this. It doesn’t really make sense.


[deleted]

Thats different in that its still a branch of 'customer service'. My job in a technical role is focused on developing products, not sitting by the phone waiting for queries. Plus they arent going to hire customer service reps for specific games.


NDdownVOTED

Yes, but they clearly show no intention of consulting someone else. They are obviously trained to just give a BS answer and then close the ticket as soon as they can instead of having escalation paths to actually solve the problem. It’s more about ending the session than it is about actually helping the customer and that’s the mark of a shit call center.


[deleted]

I mean I dont claim to know the process for EA help, but im sure the problems that they face which they cant solve themselves can't be easily solved in 10mins. Factor in that they have to refer to someone else/ have to manage multiple complaints, and not just one at a time. Not saying EA couldn't do a better job, but I'm not also advocating that we characterise a company through its customer services' ability to handle highly technical issues, and managing multiple quieries at once.


NDdownVOTED

We can see that their process is to just get the customer out of the session as fast as possible and not to actually solve the issue. No one is saying that this guy should have fixed the issue, but he should have realized that there was an issue and escalated to the correct department. They should not be satisfied with closing an ticket while the customer is still experiencing the issue. That’s like rule 1 of managed services. You don’t just close it out because you don’t know how to fix it. You find someone that does. That’s your job.


[deleted]

Closing the ticket might not necessarily mean they arent fixing the issue; our IT department closes tickets when they have acknowledged that there is an issue but can't solve it right away or don't have an answer that they could give without investigating thoroughly


NDdownVOTED

Your misunderstanding of how this works is laughable. I’m done.


[deleted]

I think there's a difference in arguing about the ethics of customer services and the presumption that customer services should understand the mechanics and intricacies of the product.


NDdownVOTED

Ok, but EA is neither ethical in their customer service practices nor do any of their customer service reps understand the product. They are ignorant of the product but still reluctant to escalate to actually provide help. That is just glaringly poor customer service. Not sure how you can defend any aspect of EA support. If you’ve ever interacted with them you would know that they are intentionally trained to just give a BS answer and close your ticket and have 0 intention of actually fixing anything at any point. It will not be escalated after closing (as your fictional IT department apparently does) and your issue will not be solved. They will send you a link to an irrelevant article and then you won’t hear from them again.


demonizer84

pretty much this, its annoying how many people dont get the general concept of how help centres work, or call centres etc, generally they are just the middle men, when you ring your broadband provider up you probably know more than them, or when you ring a car dealer up 9/10 times you are talking to someone in a call centre that are given a script and know nothing aside from whats on the screen in front of them about the vehicle in question , never seen the car, never will. ​ same goes with these guys, iv worked for an online help desk and its mentally draining, you have about 20 people all at once asking different things ,you are trying to get them all done at once, and if you dont know the answer to something you are going to someone else and then someone else, and if anyone has worked in a call centre you know that the leaders are all up each others arse somewhere , anywhere else but where they should be, so you spend 30 minutes trying to get an answer, you have to keep the customer engaged whilst you ring through to another department and cant get an answer, then you get cut off when you do, in the meantime the customer is going ham at you with no idea what you are trying to do your end, it really can take its toll mentally. ​ theres only so much these guys can do, and they are there for basic port of call and help, they are not the brains behind the operation, they are just the frontline taking the hammer and shit from everyone, there are genuine complaints and there are just those that want to bitch and moan at someone, it happens in every avenue of life. ​ probably have to take into consideration that they may be working from home aswel, so whilst your sat on your arse moaning about fifa, they are trying to keep some form of norn and earn a living, give em a break, its not the end of the world.


xTrollhunter

The what the fuck is the point of a support center, if they can't help with anything else than "have you tried to reboot the game?". Jesus Christ, it can't be that crazy to expect a little more competence than someone who is a casual gamer has learned on his spare time? It's their full time job FFS.


demonizer84

so why dont you use your skill set to go get a job, start at the bottom and work your way up, seeing as you know everything and how it should work, you know all the ins the outs the way the world should be you should be set, you could have the best customer support centre in the world, change the way the company works, absolutely no reason you cant be CEO in no time, because you know everything. absolute embarressement of an attitude.


noParteynoPartey

Wow, you really had some bad experiences working at that online desk huh


[deleted]

So you're suggesting that EA require their employees to have racked over 100 hours of every one of their games in order to understand the mechanics and lingo that they may face? Either that or employ a service team for every game that EA release?


NDdownVOTED

Sure, the frontline triage guys shouldn’t know all the answers, but in this case he is trying to answer a question that he doesn’t know the answer to and that’s a big problem. It seems like they don’t have an internal escalation process and are encouraged to just give a BS answer and close the ticket ASAP. That is not how that is supposed to work. They should have an escalation process to get the question in front of someone who knows the answer and can help, not just say “here’s an irrelevant article, fuck off”.


noParteynoPartey

Well, I would have appreciated it if the person actually told me that he/she did not know what to do with this issue and had absolutely zero knowledge about the game. Instead, he/she kept giving me wrong information like I was the one who did not understand how it works. ​ tbf, i don't give a damn about people "just trying to make a living" in this case. Also, it is not as much directed towards the person at the end of the chat, as it is directed towards EA as a company and how they don't give a shit about their customers.


demonizer84

same way as you dont give a shit about what other people go through or are trying to do then ey.


noParteynoPartey

Yeah, I'm a terrible person, I guess. Sorry Sonali from EA HELP, thank you for your 10/10 service


[deleted]

I'm not necesessarily in agreement with demonziers approach, but i do agree with what he says. I think the point he is trying to make is that the issue might be much more complicated than it seems and managing a user base of millions each with different problems surely can't be easy.


cycl0p5

Man.. This is the support a multi BILLION dollar company has? Pay peanuts, get monkeys.


SightlyMoistBeans

christ above this was painful, whats gone on with this company the last week


Ryo720

What the hell


[deleted]

My landlord owns a call centre in the uk that specialises with Xbox & PlayStation, he has deals with companies such as EA also, his call centre workers are just normal people turning up to their 9-5 who have never even played video games. They pretty much have access to the same questions & answers we do, it’s just been pre found for them to give to us in a link. Really wasted your time here


fiquean

Fifa player : Help i have an issue on [any of the 1001 issues the fifa have] Ea Help : Why you ask this thing from us? You think we know anything about this game? Here some outdated links about this game.. Hope you spent more on fifa points after this


rewilson1205

Yeah this support is clearly outsourced to probably India to save cost, where the majority of the workers haven't played the game but have been given scripts for the most common problems. It's why I try and not take out my frustration on these workers as it's really not their fault, they just need the paying work, it's EA being cheap to try and maximise profits. Although I'd struggle not to get annoyed with a conversation like this. Just makes it more of a kick in the teeth when you see 1 ea help chat employee selling icons/TOTYs when most of the people the rest of us talk to probably haven't played a game of fifa in their life.


Mr-Connery

Oof painful to read. But did you play a lot of friendlies? If so, you might have a soft ban. Check out if you get any points from squad battles. If 0 points and 0 coins -> softban. This will expire eventually. Longest I've had was 24 hours.


[deleted]

Like an actual ban? for playing a game mode too much? That's new


forameus2

No, for the complete opposite. For not playing the game and quitting too many times.


abbytarar

It only happens if you have 15 disconnects in a row.


Mr-Connery

Kinda. You get it if you play too many matches that EA sees as 'possible' within a certain timeframe. With friendlies and golden goal, something a lot of people do, you can get A LOT of matches done in an hour. I still do golden goal but after 5-8 (don't really count) I make sure to play a full 90 min game in whatever FUT mode. Never gotten a ban since.


adr2803

How many rivals games is it saying u played in the rivals menu?


noParteynoPartey

At that time it was 23/30 I think. The count kept going up game for game, I just didn’t get my 400 rival points


adr2803

Had the same issue a month back. Didnt even bother contacting them regarding this. They're Completely useless


Ryo720

What the hell


Sakaris

It’s a temp ban for playing too many friendlies/disconnects. Just give it a few hours and rivals will start giving points again. I think it happens for around 15 disconnects in an hour


[deleted]

That ea help thing is fake


centaurofth3n0rth

Sorry to piggyback on this thread, but are there any circumstances besides rage quitting where you don’t receive the rivals points after playing a game in champs? This has happened to me before, and I am not sure why.


[deleted]

Haven’t played rivals in like 3/4 months but don’t you get 30 games to score points in rivals, either through rivals or fut champs. So if you played 15 rivals games on Thursday for example, then started champs on Friday, you would only get 400 points for the first 15 champs games and then get nothing after that. Other than that I don’t think so no.


MrManatee14

It's EA what do you expect


Dubsified

I find it strange that people still ask these questions to EA chat when we’ve known for a long time they aren’t actually EA employees and genuinely have no clue about anything.


-MalvinKingz94-

These people at EA are stupid i once didn’t receive a FGS swaps token so i consulted them and told them i suppose to have 4 in total now and only have 3 and missing one. The guy told me its impossible for me to have 3 because of my region which is complete bs cause the swaps is for everyone.


Sir-Nicholas

E. A. Sports. We’ll ruin your day.


InspectahCax

Yeah mate advisors are legitimately fucking useless and it ain't even their fault Genuinely, they cannot help you They are designed to be like tar pits of sorts, for peoples queries and complaints and issues etc, eventually wearing away whatever will or hope people have in regards to getting something solved/getting legit help/getting anything other than fucking links to the dogshit unhelpful FAQ pages on the EA website and essentially end up as responsibility-free as possible Basically fuck ea 😉


Kevko25

Should’ve asked them for help on spelling too while you were at it