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EA Strikes again with customer service
khrag
Member Posts: 184
When I tried to sign in it told me I got my secret question wrong. Do you think they would give you another of the 5 secret questions? Noooo. So I try capitilizing the name. I try an alternate spelling of it. No luck. I try one more time watching as I type to make sure I spell it right... Nope, and now my account is locked until I contact customer support!
So I use the customer email contact on their web page and 2 hours later I get a response (actually two hours isn't bad, other games I've had to wait days for a response. Not mentioning any names but EQII, I'm looking in your direction) Now this wonderful email tells me that they don't handle security issues through email and I have to call their customer support line. Fine, no problem. I have free long distance for anywhere in Canada and the USA.
So I look at the numbers, up, one for the USA, one for England, France, and Germany.... but no Canada. Turns out I have to call an international number (starting with a 0044) and pay long distance charges! WTF? Really? Can't have a number in Canada?
Anyway, turns out the wonderful woman from India got me fixed up pretty quick. Seems when I signed up two of my security questions got reversed. She (Wish I could pronounce her name because she was really friendly and helpful) told me that quite a few people were having this problem.
Morale of the story... Well I guess there really isn't one, I just wanted to maon about my long distance charges! Damn game is costing me money and it isn't even released yet!
I count him braver who overcomes his desires than him who conquers his enemies; for the hardest victory is over self.
--Aristotle
Comments
As security questions go, i have to agree the system needs twinking and its rather intrusive for my taste.
Also calling to outside europe phones to get a hold (even if you live in Europe but you are not french/deutch/brit, u have to call USA on a wierd number) is hardly what i call a good system.
Also you shoule be able to roll through the security questions. Make the system a bit easier - yes a bit easier to hack aswell, but grief less aswell.
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"The Heavens burned, the stars
cried out
And under the ashes of infinity,
Hope, scarred and bleeding,
breathed its last."
Nice to know their support line works. Annoying that the security fail made it necessary to contact them in the first place, though.
Yeah, EA is a nightmare.
Earlier this year I decided I would play UO to kill some time for a while. I had fun for a bit, but got bored and was considering cancelling my account. I let my account sit for a month to see if I felt like playing again. Soon after (about four months ago) I recieved an email from EA's billing saying that my subscription had been cancelled due to "lack of billing information". Oh well, fine, I wasn't playing anyway and was apathetic enough to not input any new info.
And so time passed.
Last month I was analyzing my bank statement and realized that I had been charged THREE TIMES - that is, three monthly billing cycles, including the first one ocurring only days after I recieved the cancellation email. So to reiterate here: I was charged THREE TIMES for an account THEY said was cancelled, and to a credit card they said THEY DIDN'T HAVE!
I called billing and got a nice guy on the phone that couldn't really help me. Then I had to deal with their BRUTAL online support system. I tried adding appropriately edited screenshots of my bank statement and email to the case number, but instead of responding to the existing case it created a new case. They promptly scolded me for creating a new case and cancelled that case. I tried again to respond to the old case, and once again the same issue: it created a new case. After that I started getting pretty aggressive about contacting them and they finally refunded me *ONE MONTH*.
Yes, they refunded me ONE MONTH. To a credit card they said they didn't have, on an account they cancelled three months ago.
I gave up getting the rest of the money back. I'm not sure it would ever happen.
It's nice that you had everything sorted out. But...
You said you have "free long distance for anywhere in Canada and the USA."
And then you state they have "one for the USA, one for England, France, and Germany"
How did you contact India if it wasn't in your choices, and if you have free long distance to USA, why not call that one?
Unless the USA one directs you to a number in India, which then I look like a fool.
Yeah I found that annoying the one time I screwed-up my security question. It will keep asking you the one you missed and only the one you missed.
EDIT: Btw... the toll-free US number also works in Canada.
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― CD PROJEKT RED
I'm sure that's aggravating now, but looking in from the outside it's actually pretty hilarious. :
I found their securty system very obtrusive and annoying. What if I forget those got damn questions? I have to phone them? This is soooo not happening. I bet that their UK number starts with +08 so that your free minutes don't count and so that you have to pay extra
Mission in life: Vanquish all MMORPG.com trolls - especially TESO, WOW and GW2 trolls.
Why didn't you just call the US phone number? A lot cheaper for you, than calling the UK +44 international number.
Unless a US number is more expensive? Which I would find hard to believe, as Europe is known for excessive phone rates.
Well I had a similar problem back in November when they first bought in these security questions. I forgot the answer to the one they asked, and although I did guess it I didn't get the capitalisation right.
So I had to call them... from Australia... fortunately, US free-call numbers are also free-call over Skype, so that's what I used. It was sorted out for me pretty quickly and I've written down the answers so it won't happen again.
The Enlightened take things Lightly
My nefue had the same problem, had to call in the suport line.
Tip : make a screenshot of your 5 question and answer.
I agree, though did subsequently read somewhere (in the pre requisites for playing blurb I think) that you only need 3 outta 5 questions set up. Having said that it seems to want 5 on the form.
Incidentally there are far far too many "what is your favourite xxxx" questions, when you reach my age there are a several films, books resteraunts etc that I would call 'favourite'. Crappy questions don't help, I strugled to find 5 that had definitive answers that would remain the same over time.
QFT
Also.. The answers to your security questions IMO should not actually be true.
For questions or problems regarding Secret Question and Answers, please contact us at:
USA: 1-855-GO-SWTOR (1-855-467-9867)
UK, Germany, France: +800 0246 9273 (+8000 BIOWARE)
For calls originating from countries not listed above, please call the following number: +442035642555 *
* Please note that you may be charged by your provider for making an international phone call, and charges may be based on the country from which you place the call. Customer support will be provided in English, French, and German only.
They don't have a Canada number.. That is really werid..
I have the same problem.
Except my security question is not a security question I selected at all. Therefore I cannot answer it as it has no answer.
There was a thread exploding with others having the same issue shortly before the forums got wiped.
Their response? Call up support, even if it means costing you an arm and a leg for an international call. Yeah, no thanks.
So I guess I wait to see how this plays out. Worst case scenario for me is I just have to create a new account, but I cannot use my same e-mail which is a little bit inconvenient for me. But it's better than waiting an hour and a half for an international call.
Personally I'd rather they do the hell away with this security question crap all together.
Shit is going to be hitting the fan if this isn't fixed by launch.
-Azure Prower
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At least you got one that spoke english, when I called spent 30 mins trying to understand the guy I got before I finally hung up and used email.
No...Canadian...Line? It's made by Bioware. Located in Edmonton. Alberta. CANADA!!! HOW DO YOU NOT A SUPPORT LINE TO THE PLACE WHERE IT WAS FREAKIN DEVOLPED!!!
It's true that it sucks and that those outside the specified countries has to pay the charge.
On the upside, I've read a rumor (that I can neither confirm nor deny
) that you can call for free using skype and setting the country to US and calling the US number, even without credits or whatever on your skype account, since the US number is free of charge within the US.
Of course, this is a work around anyone shouldn't have to try, but it might be worth a shot.
all i want to know is...is that number toll free in canada as well ? ? ?
Really? I"m glad you're not MY best friend if you'd forget my name that easily (Yeah - that's one of those tough to remember questions, along with What city were you born in...I know *I* forget that one daily)
This post is mainly tongue in cheek - but not ALL!
At least you could get yours changed, they told me because I didn't use my real name, I can never get my account back. I put the name to the account when I made it in 2008 as fgeoihfrdsgh to do a quick sign up. My email address has my name on it, I know the answers to the other 4 I set, I just forgot that one. Frigging I even have the pre order code I put into the account...
Frigging can't ever get my account back now lol, all because my name is just a jumble of letters... it's frigging obvious that isn't a real name and loads of people must do it when they make an account.
Developed by Bioware in Austin, Texas actually.
I am surprised they don't have one in Canada though, it is an offical launch area after all.
Tixy, putting your actual name down doesn't exactly take long :P
game hasn't even launched dude why would they have full customer service yet. really have we run out hate topics that we target there customer service
fyi call the usa one next time thats why canada is not on there
I had this problem during beta as well. There are various ways to write the name of my old school and I forgot which one I had used. However I got customer support in my own language and the nice lady on the phone helped me out quickly.
Would you suggest waiting until they launch the game and their support lines are likely far busier to fix an issue that has nothing to do with the game itself in the first place?
It's an account login error. Not a game error. The OP isn't even about the game itself.
Really have we run out of reasons to call people haters that we have to target people talking about account login issues?
and the cash shop selling asphalt..." - Mimzel on F2P/Cash Shops