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Official EA Help complaints procedure

by Snowdon_joe123
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Official EA Help complaints procedure

★★★★ Newbie

Not sure exactly where to post this, hopefully this is right. 

 

Im looking for a way to make a complaint regarding my experience with EA Help chat support, I had an issue around connectivity within ultimate team, the advisor I spoke to then gave me troubleshooting steps that caused me to lose my career saves then the advisor disappeared then marked the case as resolved without checking with me or even signing off. I tried to contact back to complain to the chat team but conveniently the chat transcript stops just before the advisor provided the steps, there’s a 15 minute period between when the transcript ends and when the chat ended which I checked from the times the case details email, of which I’ve had a few today and they’ve all been sent immediately.

 

While speaking to a supervisor about what happened I asked them to check their knowledge base to see if ANY of their support articles had any steps that involved the steps I was provided and was told that none do, this shows the advisor essentially went rouge and deliberately told me to do something that would cause this despite me asking them if this would happen, because the transcript ends early I was told there is nothing that can be done. 

 

I would greatly appreciate it if anyone from the EA community team would read this and reply, especially given the attitude shown by all of the chat team has been at best dismissive and at worst just straight up rude, hardly what you’d expect from a customer support team

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Accepted Solution

Re: Official EA Help complaints procedure

Community Manager

Sorry to hear that you are having issues @Snowdon_joe123.

 

Just so you are aware, it is not possible for an adviser to edit a chat to delete or remove content from it. If you were using chat to speak with an adviser then the full chat history will be there. There is nothing which we can do on AHQ in relation to handling a complaint, as such if you wish to make a complaint then you will need to speak with our live support team.

 

Darko

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Re: Official EA Help complaints procedure

★★★★ Novice
This is the ea customer support team these days. That’s how they are. You. Can get hacked and lose all your players they’ll get your account back believe or not but say oooooo we can’t get your players back.
Message 2 of 5 (95 Views)

Re: Official EA Help complaints procedure

Community Manager

Sorry to hear that you are having issues @Snowdon_joe123.

 

Just so you are aware, it is not possible for an adviser to edit a chat to delete or remove content from it. If you were using chat to speak with an adviser then the full chat history will be there. There is nothing which we can do on AHQ in relation to handling a complaint, as such if you wish to make a complaint then you will need to speak with our live support team.

 

Darko

Message 3 of 5 (80 Views)

Re: Official EA Help complaints procedure

★★ Newbie

I've been playing and it said I'm level6 and I'm level9 this game is a cheat and when I've built one harvester they have already sending there big troops at me how can that be when I have not even had the chance to build anything this is a joke so much for a free play game you cheat us when we are doing good without buying much that's unfair

Message 4 of 5 (58 Views)

Re: Official EA Help complaints procedure

Community Manager

Hey @buntman4, this thread is in relation to FIFA 19 and from your post I would assume that your issue is with C&C: Rivals. If that is correct then let me know and I'll move your post to the appropriate forum.


Darko

Message 5 of 5 (51 Views)

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Having trouble connecting to your game?

Try these steps first to clear up any problems you may have when connecting to an EA game.

Troubleshoot and test your connection

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Secure your account

Turn on Login Verification to access FUT Web and Companion Apps, and protect your information.

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