@Straatford87
hello again Tom,
I think i have understood what you are saying, but even so i think my point still stands.
So i'll try to explain myself better in this post in order to be as tangible as possible.
Because if my point is valid and stands, then maybe you could somehow help out future users having the same problem (though i don't know what kind of pull your position offers you and whether you can bring about any changes).
So i'll start by stating my problem,
I have access to my email (the email registered in the origin account), and also got back my access to my origin account (username/password) but i didn't have a way to change the security question (other than me calling EA).
You don't support me through email saying that my email might be compromised and it's not safe this way.
There are 3 possibilities here:
1) (hacker has access to origin account, and email)
Say it is!
Say that i'm a hacker posing as the real user, then according to you by don't supporting me through email, all is good and safe.
BUT, you support me through phone, so me the hacker call you to make the changes i want (security question, which i don't remember).
By phone you say you can help me because you can tell if i'm the real user. But the truth is you cannot tell.
Because you don't have any of the real user's credentials (no name, no last name, photo, no nothing) only thing you have is a username and password (for origin) and an email (these are the only mandatory fields to create an origin account.
These 3 things the hacker has them already and so can pose as a real user, and you cannot tell the difference.
So, there is no point here in denying support through email and offer it through phone, by saying it is safer this way.
Am i right in this?
Even if i'm not (please explain why in the above example). There is one more method EA allows, and that is the workaround (fifa) method.
Now here all the hacker has to do is get in the origin account (to which he has the username and password) and send the security code to the email (to which he also has access) and that's it! he has changed the security question.
Again here EA says that it's ok with the workaround method and safe but not with the email method, which we clearly see in the above exaple that is not the case.
Through email is the same "safe" as through the workaround method.
So there is really no point in allowing the one and not the other.
There is no difference in safety among the 3 (or 2) methods. so why not allow the 1 (email) if you allow the other 2?
2) (hacker has access to origin account, but not to email)
Now say the hacker has access to origin account (username/password) but no access to email.
Again we see that through phone you can catch him or not allow him to make changes to security question (since he doesn't know or doesn't have access to the email).
Also the workaround (fifa) method makes it impossible as well for the hacker to make the change to the security question (since he doesn't have access to the email where the security code is sent to). So EA does well here to allow both those methods as safe.
BUT lets see the method EA doesn't allow and regards it "not safe".
Through email.
The hacker asks for the security question to be resent to the email. And so it happens, and is resent to the email. The hacker cannot get it in order to make the changes he wants, because he doesn't have access to the email.
So again, there is no difference in safety among the 3 methods. so why not allow the 1 (email) if you allow the other 2?
3)
The last possibility is that there is no hacker, and there is only the real user.
Then both phone and workaround methods are safe, but so is through email (which EA doesn't acknowledges as safe!). So again there is no reason to differentiate the 2 allowed methods (phone, workaround) from the email method.
In all 3 cases/possibilities, there is no reason to differentiate the email method from the other 2, for safety concerns.
Can you please elaborate on this and let me/us know what i'm missing?
Because if i'm not missing something and this is the case, then there should be an email support for changing security questions and help all those users avoid all the fuss and hassle and costs.
Lastly if i do miss something (please explain what) then why not incorporate a chat support instead of email. Isn't that pretty much the same as the phone support?? That would also help all those frustrated users.
***All of the above are referring to support for the countries that are NOT on EA's list (right now EA covers only 32 countries out of 196, around 16%).
I'll be looking forward to your reply.
with regards,
PJ27
