HOW DUMB IS EA TECH SUPPORT? (UPDATED 11-04-2011)

Customer **** ****** via via CSS Web 10/19/2011 08:33 AM
Hi,

I've been waiting close to 2 months now for someone to at least reply back to me about

getting my order for Battlefield 3 Limited Ediitons shipping address changed. I was first

told they are sending my question to a high authority and after that I never got a reply. I

waited a full month and send another message from that ticket number and again didn't get any

reply. Could you pleaes update my information because if you try and bill my credit card,

you'll be shipping it to my old address, visa might even deny the card for my old address

too.

My order number is: 1115643****

Here is my new address information, its the exact same for shipping and billing, the credit

card number is the same.

Name: *** *** ***
Address:  *** *** ***
City/Town:  *** *** ***
Province: B.C.
Country: Canada
Postal Code:  *** *** ***
Phone Number:  *** *** ***

Could you please do this asap as the game is shipping today or tomorrow (picked up for

shipment, and arrives here on tuesday).

Thank you,
**** *******

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Response Yakshan via Email 10/19/2011 09:47 AM
Hello *****,

Thank you for contacting Electronic Arts.

It's always a pleasure to assist our customer's in anyway that we can. I understand that you

wish to cancel your order.

We would like to tell you that your order has already been shipped it cannot be cancelled.We

are sorry to tell you that your shipment address cannot be changed as it already been

shipped.
You can resolve this issue by refusing the order.After the order will be refused Electronic

Arts will be able to refund you.

We apologize for the inconvenience you have experienced.

Yakshan
Electronic Arts - World Wide Customer Experience

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Customer **** ******* via via CSS Web 10/19/2011 02:04 PM
Hi,

I'm baffled at the response you have given me, where did you even read I want to CANCEL

ANYTHING??? You didn't even look at what order I'm talking about, it has NOT shipped yet and

it won't because you need to update my SHIPPING/BILLING information for the order, I HAVE

MOVED! Can you please change my address information on the order for BATTLEFIELD 3 LIMITED

EDITION and please read my original message this time? I will give you the information again:

ORDER NUMBER: 1115643****

CHANGE MY SHIPPING/BILLING ADDRESS:
Name: **** ***** ******
Address: ***** ******  ******
City/Town: ******
Province: B.C.
Country: Canada
Postal Code: *********
Phone Number: *********

Again, I just want to update my information so the LAST PREORDER in my order isproperly

processed.

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Response Yakshan via Email 10/20/2011 08:42 AM
Greetings *****,



Thank you for contacting Electronic Arts.



Unfortunately, your order has reached a stage where it may no longer be changed. The game

will be shipping as ordered. If you do not wish to keep the game, please refuse shipment and

the package will be returned to the warehouse.



If the package was shipped by UPS and the package was left on your doorstep and not signed

for, you may call UPS at 1.888.SHIP-123 (1-888-744-7123) to come get it. You may also call

the courier with your tracking number to refuse delivery.



Once we receive the game at the warehouse, we will begin processing a full refund.



We apologize for any inconvenience.



Best Regards,



Yakshan
Electronic Arts – WorldWide Customer Experience

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Customer **** ******* via via CSS Web 10/20/2011 10:31 AM
Hi,

Your still not looking at the correct order, I know about the one that just shipped, the two

SIMS 3 games, those are fine. I gave you an order number so you could look it up and see that

its Battlefield 3 LE, it has NOT shipped yet, it will NOT ship because VISA will deny it when

you try and charge it to my old address. This is why I need it updated to the address and

information I have given you. The game normally ships today so now it looks like my preorder

is going to be late, I'm proubly better off to just do another preorder with my correct

information as the other one will not work anyways until you update it and that doesn't look

like its going to happen anytime soon.

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Response Yakshan via Email 10/20/2011 12:17 PM
Hello *****,

Thank you for contacting Electronic Arts.

It's always a pleasure to assist our customer's in anyway that we can. I understand that you

wish to cancel your order.

We would like to inform you that the shippment for two games have already been

settled.Now,the only thing you need to do is you have to pay for the game BattleField3

Limited Edition and after the shippment have been received at your shipping address kindly

refuse the order as a result of it,the desired amount will be return to the warehouse.This is

the only option which is left now to perform.

We apologize for the inconvenience you have experienced.

Yakshan
Electronic Arts - World Wide Customer Experience

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Customer **** ******* via via CSS Web 10/20/2011 02:06 PM

Please I do not want to cancel anything! I don't know why your confusing the last order I

made with this request. My last order I made, I want to keep all those games. Now to make

things crystal clear and order from months ago I placed had a preorder for Battlefield 3

Limited Edition. I ordered this at my old address and that order is still showing my old

address. I need this old order updated with my new address so its shipped to the correct

address. I have included a picture to make things clear, please look and read the text in red

with arrows showing what I'm trying to get across here. Please just update my old order from

back in April of 2011, do not cancel anything.

_________________________________________________________________
edit: Here is the picture I sent them, personal info blacked out.

http://i56.tinypic.com/5bpx81.jpg <-- Can it get any clearer?
_________________________________________________________________
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WAITING 2 DAYS FOR EA TO REPLY NOW.

UPDATE:
TIME 2:45am 10/24/2011 I just checked my email, got a response, I think I give up, anyways these
last few replys were just to see if they would even fix it.  I have preordered again a few days
ago, but not at the Origin Store, Future Shop instead.  Anyways, here is their reply again:

Hello, ****

Thank you for contacting Electronic Arts.

I understand your concern regarding about changing your shipping address.
Unfortunately, your order has reached a stage where it may no longer be cancelled. The game will be shipping as ordered. If you do not wish to keep the game, please refuse shipment and the package will be returned to the warehouse.

If the package was shipped by UPS and the package was left on your doorstep and not signed for, you may call UPS at 1-800-Pick-Ups to come get it. You may also call the courier with your tracking number to refuse delivery.

Once we receive the game at the warehouse, we will begin processing a full refund.

Now if you want to change your billing address I request you to visit (www.profile.ea.com), Login with your existing Electronics Art account and then change the billing address.

Please let me know if you have any further questions or comments

I hope the above information helps. Should you require further assistance about this or any electronic arts games in the future please feel free to email us again. You can also visit our web site and review our extensive self help knowledge base (http://support.ea.com).

Thank You,
Regards,
Napolion
Electronic Arts - World Wide Customer Experience

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My reply will be pasted when I decide to send it.

EDIT: 11/04/2011:  So I did end up emailing them back a couple days after because I was sent an
email from EA Store Origin that it was shipped (MOFOers! How?) to my OLD address on thursday of
the previous week like they normally are sent but its like they held it back until a day after
release day and THEN send me my tracking number?!?!  This is the first time its happened this
way, before I would always get a tracking number that Thursday and UPS would pick it up from
EA on Friday and only then would UPS say my tracking number was valid.  Anyways, here is my
quite pissed off reply:

YOU GUYS REALLY HAVE PISSED ME OFF. I hope you at least read this first part and FINALLY read my messages. Thanks a lot, you sent it to my OLD HOUSE, why do you guys suggest things like don't accept it WHEN I DON'T LIVE THERE ANY MORE???? Here is the tracking number YOU HAVE TO FIX IT ups says and give them my new address. I am seriously steaming right now at your service and the disrespect I have been given as I have tried for months to fix this and you continuely just mock me it seems. I'm demanding you fix this and send me a free code so I can at least play the game today instead of waiting till you guys fix this. This would be the least you can do, send me the digital download code for Battlefield 3 LE and fix the shipment. You should go over these messages I've have tried to get across to you guys but you start talking about another order not even related to my problem, I even gave you the correct order number but you guys didn't even look it up. Here is the tracking number, again YOU HAVE TO FIX THIS WITH MY NEW ADDRESS, UPS SAYS THE SENDER HAS TO. I also want a free game code so I can play today and not feel so humilated at the way I've been treated here. Here is the tracking number incase you can't find it:

Tracking Number: 1Z****************

"Exception Action Required Exception: Action Required Your shipment is currently within the UPS network; however, more information regarding the delivery address is needed. Once the delivery address information is complete, a change to the scheduled delivery date may occur. If you are the sender, please provide the correct shipping address to UPS. If you are the receiver, please provide the correct shipping address to the sender."

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Yesterday being the 3rd of November EA FINALLY replies back after a week and a half of waiting
with the worse reply so far, okay these are obviously not people but come on, how many replies
before a person actually does step in and make sure its handled properly?  This could go on for
eternity.  EA's reply:

Response Via Email (Arup Sinha) 11/02/2011 05:59 PM
Greetings,


Thank you for contacting EA Customer Experience with your issue. We apologize for the delay in getting back with you. We have some suggestions that may be able to solve your issue and get you back into the game:

Xbox 360 and PS3 Connectivity Issues: If you are having troubles connecting, or losing connection to our EA servers, please read this article https://help.ea.com/article/losing-connection-to-ea-servers. It contains tips for improving your connection for both the Xbox 360 and the PS3.


Xbox Connectivity Issues: If you need help with your Xbox connection, you'll find a step-by-step troubleshooting guide here https://help.ea.com/article/issues-connecting-online-with-xbox-360


Gameplay questions: Tips and hints about gameplay can be found in the manual that came packaged with your game, but you can also browse or post questions to our forums for additional help: http://forum.eacom/eaforum/categories/list.page


If you provided us with feedback about our products, rest assured that we appreciate it! We're always glad to receive feedback from gamers!


If you have additional issues, remember you can contact a game advisor anytime by visiting the Help Center at help.ea.com.


Sincerely,

Arup
EA Customer Experience

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I think that is about all I can handle of EA tech support, I hope someone does read this at EA
tech support and feel ashammed.  I never did get the code, but I have a feeling, since I mentioned
I wanted a free key to unlock the game so I could, their bot kicked in that made up reply.  So
lesson is, don't EVER use email tech support now days, phone them when you can make time, you have
to make time or else it will never get fixed and except to be put on hold for sometime, plan ahead
and don't rely on email support like I tried.

DeeZaster - 11/04/2011