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[IMPT] Support Options Update

by EA_Arcadia
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[IMPT] Support Options Update

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Community Manager

Heyo Everyone.

 

As we all know the world is changing, with increased safety measures being put in place, more and more of us are working from home and turning to gaming for an escape. We here at EA are pleased and proud to be able to cater to these needs during pressing times, but just like everyone, are needing to make some adaptations to ensure the safety of our staff and their families around the world.

 

As such, we wanted to make you aware of some changes that have been made to our support options to ensure you know where to turn to when you have any issues with your EA gaming experience. We're making these changes for 3 key reasons:

  1. Closure of several offices in the interest of staff safety and regional law
  2. Retain the shortest wait and response time as possible across support options
  3. Make the best use of available resources (both physical and people power)

Effective today, the following changes will be made to our available support options. These changes will stay in effect until we can return to normal operation:

  1. Phone support will be closed for all languages
  2. Arabic and Dutch language support will be closed for email, chat and phone options
  3. English Support hours will be reduced to 8:00 a.m. to 11:00 p.m, UTC Monday - Saturday 

The decision to close certain support options was not taken lightly, during this difficult time we will endeavor to respond promptly, to help reduce strain on the system we encourage you to explore other support options before reaching out through the main support line. These include:

  • Answers HQ - Peer problem solving, see if another user has posted the issue, if not post it yourself!
  • Help EA - Official Articles for support on all gaming titles
  • Twitter - @ us if you need us! Ask @EAHelp any gameplay questions you’ve got in 140 characters or less.
  • Facebook - Post on our Page or send us a message if you need our help.

While we will strive to keep wait times reduced, we do ask for your understanding and patience. 

Stay kind to one another,

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