(Closed) This is how you do customer support

77 Comments - Created by 6you7me 11 months ago

Most people say Origin has excellent customer support. Well, after my experience, I can certainly agree. Sadly the transcript of the chat didn't end up sending, so I can't show exact dialogues, but MAN are they amazing.

My account had been accessed by a random person in Russia, and the security question had been changed. I was in a live chat with an support member within a minute, and they were able to help me change the security question and get my account back to normal. And not only that, but the member noticed my copy of Battlefield: Bad Company 2 didn't have a product code (Which is actually crucial for verification purposes), and gave me a new copy of the game with a product code. And even after that, they gave me a coupon! It's only for 15% off, but who knows, maybe it stacks with the -$10 coupon code? I haven't tried it yet, but still!

Have any of you had any other notable experiences with support, whether good or bad? And what were they? I'm curious to see how many of you have had terrible experiences with Origin support. (Excluding that guy who accidentally typed his email in wrong, of course.)

aCAssassin (11 months ago)

As much I don't like EA, I do like their support very much.

+1 for sure. EA support has always been good when I needed them.

CaptainUrahara

(11 months ago)

well yeah the devils charming its how he gets you :)

blindio

(11 months ago)

Went through Origin support a few times already and all were great and quick experience, if Steam could do the same then they would be perfect for me, even though I only went through Steam support once.

Kolbear

(11 months ago)

twistedmetalero (11 months ago)

never really used origin cause i dont want to have more than 1 gaming software.

You're missing out on a few games because of that, though

6you7me

(11 months ago)

i dont even have money for steam games.

twistedmetalero

(11 months ago)

I guess, but you're missing out on stuff like Crysis 3 and Battlefield.

6you7me

(11 months ago)

And Mass Effect 3..

Kamit

(11 months ago)

And Dead Space 3, and PvZ Garden Warfare, and FIFA, and SimCity

6you7me

(11 months ago)

Nudiustertian

(11 months ago)

They have games there? I thought it was just a blunder center.

Aboow

(11 months ago)

SeanBahamut (11 months ago)

They have really upped their support game in an attempt to pull people over to their digital distribution service. They are basically giving customers whatever they want, as they are looking in the long-term. Giving out small things like 15% coupons and a free serial key doesnt affect them much, but it makes a difference to individual customers.

Disturbed0ne (11 months ago)

That's pretty awesome!

I haven't had any problems with Origin to test their customer support (I've actually never used their service because I've only just built my gaming computer less than a month ago), but it's funny that you've posted this thread because I just installed the Origin client on this PC less than 20 minutes ago. lol

Small world. (⌐■_■)

Kogepan (11 months ago)

I agree. I would trade Steam support with EA's any day.

Id rather have Amazon's customer support then EA's Indian support any day.

PPG113

(11 months ago)

I had an American, she even wished me a happy Thanksgiving! :D

6you7me

(11 months ago)

Have something against Indians? They either are helpful or aren't, this case they are.

wardeathfun

(11 months ago)

It's the fact that EA basically outsources almost all of their support to Indians. I bet it'd be monotonous to see Indian name after Indian name pop up

6you7me

(11 months ago)

Whats wrong with Indians ?? :(

ki11fr3ak

(11 months ago)

Who actually cares if they can get the job done?

thejadefalcon (Support)

(11 months ago)

Apparently PPG113. I don't share their belief, I'm just trying to explain what they are probably thinking

6you7me

(11 months ago)

limathompson (11 months ago*)

For me there is only one question. "Why did you had to use their costumer support in the first place?" I ask this because everyone is saying they have the best costumer support, but why you needed their assistance. I've bought more than 50 games directly from the Steam store without any trouble and only ONE from Origin and they charged me twice for the same game. So, I had to use their costumer support because of the mistake they made. And they were nice and all, but what's best? Good costumer support or no need of it at all? Just wanted to share my opinion and personal experience. :D

"My account had been accessed by a random person in Russia, and the security question had been changed." -Direct Quote from OP

Basically, some Russian hacked my account, I retrieved it, but the security question was changed, so I couldnt up the account security or change the ID (They changed it from 6you7me). The support member, after verifying I was the actual owner of the account, told me the answer to the security question, so I was able to change the question and change my ID back to normal.

6you7me

(11 months ago)

I have to ask again "Why did you have to use their costumer support in the first place?" I know what you mean, but do you think the same thing would happend to you on Steam? I have no doubt their costumer support it's nice and all, but their platform sucks and what SeanBahamut said could the only way they have to solve this and I quote him: "They have really upped their support game in an attempt to pull people over to their digital distribution service. They are basically giving customers whatever they want, as they are looking in the long-term"

limathompson

(11 months ago)

I had to use their customer support because I didn't know that Origin has an equivelant to Steam Guard. Therefore, it was easy to access my account. However, I have since activated this SteamGuard-esque system.

6you7me

(11 months ago)

Thanks for understanding what I meant, it's hard to explain myself in a different language. The main problem with Origin is that they use their excellent costumer support as a way to make up to you for their awful platform instead of a way to solve problems when they come up. Good to know you got your account back :D

limathompson

(11 months ago*)

Maybe, but at least it was my fault, not EAs. And honestly, that was really good English. Literally nobody besides you could answer correctly the first time, and most likely not after the second time you ask

6you7me

(11 months ago)

By the way, do have any idea how this guy got all your personal information?

limathompson

(11 months ago)

Probably my ignorance. My password was pretty freaking easy.

6you7me

(11 months ago)

I've had to chat to Steam support several times. I never have fun with that.

DeltaBladeX

(11 months ago)

how do you chat with steam support? Is this a new feature..The only accept support ticket.

Kamit

(11 months ago)

You can't chat with them, you still have to go through the dreaded support ticket process.

6you7me

(11 months ago*)

I don't know about steam support, I've heard awful things. Good thing I haven't figure this out by myself.

limathompson

(11 months ago)

Kamit (11 months ago)

EA's customer support should run the company...

Zrr00 (11 months ago)

Since people seem to love making petitions nowadays maybe someone should get together a petition for steam to hire more support personnel...

+1

Kamit

(11 months ago)

Theyll just end up hiring more writers to write more C+P answers to people

6you7me

(11 months ago)

+1.

vidmavidma

(11 months ago)

Keep in mind that we are talking about two completely different budgets.

thresher3253

(11 months ago)

Or we should stop making jokes about Gaben's weight lol.

lucidus

(11 months ago)

thresher3253 (11 months ago)

On the other side, Ubisoft support is certainly one of the worst out there. After a series of premade answers, all they have to say is to delete antiviruses or format, rather that admitting that their Uplay is total garbage.

I saw something on r/gaming about someone who's pre-order of AC4 someone wasn't available to download the day it came out. The next day, they got an email from Ubisoft apologizing, and giving him a free upgrade to the Deluxe version as compensation. But then again, that's a 1 in a million thing.

6you7me

(11 months ago)

zeroxxx (11 months ago)

My account had been accessed by a random person in Russia, and the security question had been changed.

Oh God, no, Russians again. It's always Russians. Sigh.

Nice prejudice you have there.

thejadefalcon (Support)

(11 months ago)

The almighty banhammer strikes with force onto the unsuspecting foe!

Karim44444

(11 months ago)

^^

Miori

(11 months ago)

Kriszaa007 (11 months ago)

I agree, Steam support takes ages to reply. Origin's live chat is amazing.

lucidus (11 months ago)

I appreciate EA's live chat service. I wish Valve had something like that as well.

zeus9860 (11 months ago*)

EA customer support is also trash, hundreds of people are having issues paying games on their store right now, they constantly give error messages when performing the payment (probably because of overload) and they are constantly charging 1€ for each attempt and we get nothing in return.

People contact support asking what's up with that crap? They do nothing other than "we will contact you back later after we get to the bottom of this problem", and some of them even say "this issue is going to get fixed within 3 weeks". How the hell are people supposed to buy deals if their store won't let us pay for the things and they are constantly charging us? Like if in 3 weeks people still have the sales going on about.

My moments with Steam support were all fast and easy, never had issues with my requests, it's just a matter of luck and the sort of situation it is. EA support on the other hand, keeps telling people to wait untill they get a solution to the problem, we wait, we get nothing, and when we ask back, they tell us it will be fixed later on, basically.

I'm pretty sure it's the game's problem that's why they could not help.

Kriszaa007

(11 months ago)

It's not the game's problems. I'm trying to buy 9 different things on origin, all of them give the error, it's a problem with origin, not the games, also tried with browser/software to no avail. That made no sense tbh (the things you said).

The site is on overload probably, like steam sales makes the store too slow in the first moments, origin is probably going through this their entire sales. They don't know how to fix this situation asap, they tell people to wait (one of the support replies i saw said it will be fixed in 3 weeks) and try again, problem is that the sales are from the 28th nov- 3 december, god damn geniuses.

What you guys are trying to point out here, is the generosity, EA support might be more generous than Steam's, but it's not more competent, both of them have their ups and downs, both suck in their own respective ways.

I never had issues with steam support through their sales, they all fixed my problems in 2-3 days, less even. Origin pulls this crap and tells us to wait with no estimated time to fix the situation.

zeus9860

(11 months ago)

Suits (11 months ago)

Maybe they should fix their multiplayer games

ponykiller (11 months ago)

"EA good and underrated company" - Olivia from Bolivia

Mew2 (11 months ago)

Live chat support takes a while to queue but at least it's there. From my experience, the support staff is really friendly and helpful.

15outland (11 months ago*)

Agree, from experience, Origin's customer support is much better than Steams, and they also offer refunds, tell me again why Steam is leading? - Jokes, I know.. sales :P

(I didn't mean to compare the two, but in general, Origin's support is quite good!)

I never needed Steam support, That's the difference I think

Enzime

(11 months ago)

lak3108 (11 months ago)

i had an awesome incident with steam

i bought the wrong dota 2 tournament tickets ( i bought the one for previous season instead of the new one) bworth about 16$ in total

i asked for a reverse saying it was my mistake and they did it,actually gave me 20$ ,support guy admitted they gave more and i asked them to take the remaining 4$ back but they said once added cant be taken back :D

PIRATEorNINJA (11 months ago)

I've had similar experience, they were very helpful and quick and knowledgeable. I got a coupon too but it was for new games only and not stackable, so couldnt be used on sales. most importantly they knew perfect english and was easy to understand them. I cant stand calling a company and getting some stooge in another country that barely speaks english and reads from a script in an accent so thick it sounds like another language alone.

Intruder (11 months ago)

I succesfully managed to merge my russian BF3 with the EN one I bought in the origin humble bundle and preserve my data with their help. All within 30 minutes. They are great.

killermaniac93 (11 months ago)

Ive been using steam for like 8 years and never ever had to submit any support tickets o.O
Do ppl still use that? :D

Monukai (11 months ago)

I remember in WoW some GM slid down a rope out of a hot air balloon to talk to me, and another one popped into existence as a bug on my shoulder. talk about dedication!

Dafuq is a GM?

6you7me

(11 months ago)

Game Master
Something like moderators.. (for MMOs)

Tsukiruka

(11 months ago)

Aquila12555 (11 months ago)

for me i still have trouble getting bf3 to work, and i know my computer has good enough specks to run it...

Kamit (11 months ago)

EA's customer support is good, but everything else is bad, beware. Read what happened to me : http://www.steamgifts.com/forum/h6Lol/know-this-before-buying-anything-from-origin

TentacleMayor (11 months ago)

I've had good experiences with EVE Online, where they canceled a direct debit transaction I didn't mean to make, and World of Warcraft, where they basically gave me two expansion packs in exchange for resubbing. Steam has been terrible for me with support, taking a long time just to send an automated response.

Harro179 (11 months ago)

EA's/Origin's service is terrible! Every time I've used it, it was slow and unhelpful. For example, EA forces you to contact a customer support person to change your email on your origin accounts, which took me 45 minutes to even get ahold of them. They never address issues on how origin works either. The way that origin downloads games is repulsive; It took me weeks to download battlefield 3 because it would get about 40%, jump back to 8%, go to 80%, jump back to 50%, etc over and over again. I cant really speak about steam's customer service because ive never had a problem with it for the 2 years ive used it, but in about half a year I can say that Origin is absolutely terrible.

EddyGaming (11 months ago)

Do it the Atari way:

"Hey, Atari. My TDU 2 on Steam ain't start no more"

"F''' OFF WE DON'T SUPPORT STEAM CUSTOMERS!"

"If you do not support me, I will not support you no more. Gonna play them games anyways..."

pressstart420 (11 months ago)

My experience wasn't so good, they couldn't even change my email address and just told me to wait 2-3 days to get rid of me.

I made a thread "My experience with ea's origin"

I will never buy EA's games, not just from this alone but because of all their bullshit they inflict on customers, developers and the gaming industry as a whole. They are like a dry crusty turd stuck on your the sole of your shoe.

"(Excluding that guy who accidentally typed his email in wrong, of course.)" The OP was talking about you. I really think your argument is pretty stupid. You would've had just as bad a time with many other places

6you7me

(11 months ago)

Ha, I didn't even notice that. Didn't know I had a rep ;)

I admitted I entered it incorrectly but still, the option to change email on origin wouldn't allow me to change it and ea support couldn't even change it. Its such a simple feature.

I've also never had to contact support for anything else in the past for any software/hardware then within 5-10mins of origin I had to.

Offering a shit service but having what some people call a good support team to attempt to make up for it is not okay for me.

pressstart420

(11 months ago)

Dodo5055 (11 months ago*)

Yup, their support's really great! ^^

drank (11 months ago)

Support sucks. Took me 6 reps and 4 days with an average of 2 hours per rep. Just to transfer old games from an account I had back when origin was EADM to another, modern synonymous account.

They did give me a silly coupon though.For Spending 3 or so hours every day after work for 4 days straight :/.

All, yes ALL the reps contradicted one another at some point. It was ridiculous. Lots of transfers, lots of people passing the problem on to others until i Finally found a competent EA employee. Who fixed the issues other had hours and days to fix, in literally 5 minutes. Then he went on to tell me what everyone else was doing wrong, and said he would send a memo out to support for future problems that arose similar to mine. The only fruit that was bared... Knowing other people didn't have to go through what i went through. hopefully...

My 2 cents...

If it helps, I think you did, because I needed to add a bunch of games to my account about a month back. Took two reps (mostly because I felt I was taking up the first one's time for too long and left to deal with the rest later) and both did it very quickly and simply.

thejadefalcon (Support)

(11 months ago)

Well that's a bit of good news :). Yea this was 4 months or so ago. I'm glad they got you sorted out quickly. And if there is even a remote chance my support nightmare may have helped yourself or someone, I'm happy.. thanks for the feedback.

drank

(11 months ago)

This topic is now closed.