Tried to Swap heirlom : Got best customer service I have ever recieved

[ZeChimple]

Swapping Heirlooms:

I recieved the bloodhound heirloom which was incredibly dissapointing and thought I would see if someone on live chat could help me swap it for the wraith one. It was not possible but what followed in live chat was a true pleasure. Suchet (the person I was talking to) was excellent and is an exemplary example of good customer service. 

Below is the chat we had:

Suchet (31/01/2020, 20:12:16): Thank you for contacting EA HELP, my name is Suchet, may I start with your first name please?
(31/01/2020, 20:12:23): ****
(31/01/2020, 20:12:33): nice to meet you
Suchet (31/01/2020, 20:12:59): Hello ***, nice to meet you too. I can see that you have created the case for the issue with Apex Legends. Could you please explain more about it?
(31/01/2020, 20:14:56): So Suchet, I have been playing the game since it came out and have been looking to get an heirloom on apex. I finally recieved one today and was overjoyed. I was overcome with happiness and exhiliration. But alas it was the blood hound one. This is a long shot Suchet but I was wondering if there were anyone you could put me into contact with that would perhaps hear me out and potentially swap that bloodhound heirloom for a wraith one. It one make me a very happy gamer? what do you say Suchet?
Suchet (31/01/2020, 20:18:34): I know how inconvenient it can be when you receive the heirloom for some other character other than for the one you've always dreamed of. I really appreciate your enthusiasm towards the EA games and I will definitely look into the issue and try my best to fix it.
(31/01/2020, 20:19:53): Thank you Suchet. I was not expecting such a positive and thoughtful response. I love the game to bits and have been grinding it out inbertween university and work. It would mean the world to me if it were possible.
Suchet (31/01/2020, 20:20:43): No worries! In order to help you with heirloom pack information, may I ask couple of questions so that we can see, what we can do for you?
(31/01/2020, 20:21:20): of course!
Suchet (31/01/2020, 20:22:09): Great! In order to locate your account, may I know the email address associated with your EA account?
(31/01/2020, 20:22:25): **********@gmail.com
Suchet (31/01/2020, 20:23:37): Thanks for the requested information. How are you today?
(31/01/2020, 20:24:28): im not bad Suchet, i am in the process of trying to launch my first business in fact and thought I would open 60 packs to celebrate getting close.
(31/01/2020, 20:24:32): how are you today?
Suchet (31/01/2020, 20:25:21): Glad to hear it. I am good too. Really thanks for asking.
Suchet (31/01/2020, 20:25:34): So how do you like Apex Legends?
(31/01/2020, 20:26:04): I love it to bits. I used to be a cs player and found apex. Legitamately have never loved a game so much
(31/01/2020, 20:26:46): my life consists of uni work, trying to work on my start up and get it off the ground and apex whenever I can fit it in
(31/01/2020, 20:27:11): its meant i play no other game anymore xD
(31/01/2020, 20:27:32): do you play it?
Suchet (31/01/2020, 20:28:18): Yes I do. But I am not as much as a great player like you. I am facing a hectic schedule nowadays due to which I am unable to play the game oftenly like before
Suchet (31/01/2020, 20:28:27): Who is your favorite legend?
(31/01/2020, 20:29:24): thats sad to hear Suchet, i hope sometime soon you win big and are able to play it more often. Life is too short not to find time to endulge in such great pleasures
(31/01/2020, 20:29:33): and wraith but a million miles.
(31/01/2020, 20:29:56): have 2.5k kills in her which isn't that much incomparison to a lot of people but to me is an achievment
(31/01/2020, 20:30:19): *wraith by a million miles
Suchet (31/01/2020, 20:30:40): Thank you so much for such a positive response and thank you so much for being so awesome and kind!
(31/01/2020, 20:30:44): although am looking forward to getting season 4 underway and getting revenant
(31/01/2020, 20:30:58): no worries man, i feel a lot of people dont think about the person on the other end of the chat
Suchet (31/01/2020, 20:31:15): I do believe that you will get the season 4 as soon as it gets released
(31/01/2020, 20:31:56): do you mean get revenant by season 4?
(31/01/2020, 20:32:04): when it comes out?
Suchet (31/01/2020, 20:33:14): I am really sorry for the inconvenience caused but we do not have much information regarding the future. I would suggest you to kindly keep an eye on the social sites like twitter to stay updated
(31/01/2020, 20:33:41): of course, i entirely understand that
Suchet (31/01/2020, 20:33:46): Thank you so much for making this chat so much interesting and for sharing the review for the game
(31/01/2020, 20:34:19): they did an excellent job at building hype through forge and then executing him within the same week too
(31/01/2020, 20:34:26): truly stellar marketing
(31/01/2020, 20:34:58): and its my pleasure Suchet, always good to share feedback and making connections with new people
Suchet (31/01/2020, 20:35:30): Pleasure is all mine.
(31/01/2020, 20:36:53): im glad I could brighten you day a little
(31/01/2020, 20:37:20): if the heirloom swap is possible it would make my year and its only just the start of 2020 xD
Suchet (31/01/2020, 20:38:02): Coming back to the chats, thank you so much for staying connected with us. Meanwhile when we were making this chat interesting, I consulted this issue with the specialists team and I would like to tell you that all the packs which are been purchased or offered to the players are been created by the in game mechanics. We at customer support even at our best aren't able to change them at all unless we would have given you the pack according to your choice.
Suchet (31/01/2020, 20:38:17): My intention is not to keep you from something that you can have, had it been possible for me to process the request for you, then I wouldn't have given it a second thought. I hope that you will understand.
Suchet (31/01/2020, 20:38:37): If there would have been any person who could help you swap the heirloom of bloodhound, than I would have transferred your case to him by now without any second thought however as you know that all system is automatic and controlled by servers and we can't overwrite the servers therefore we cannot alter it through any tools or other manual options.Please try to understand that I would not be able to provide you something that is not possible as per the EA rules and guidelines.
(31/01/2020, 20:40:00): I undrestand Suchet, thank you for trying. I thought it was worth a shot. Is there anyone you know that I could email about it? if not i very much understand
(31/01/2020, 20:40:12): in EA for example?
Suchet (31/01/2020, 20:42:55): Had it been possible for anyone of us which could help you process your request, then it probably would have been the very first step to be performed by me.
Suchet (31/01/2020, 20:43:06): Please accept my personal apologies for the inconvenience caused to you
Suchet (31/01/2020, 20:43:17): I believe you can understand
(31/01/2020, 20:43:52): No worries Suchet! Thank you so much for giving it you best shot! I hope you have a good rest of your day and thank you once again for doing all you could
Suchet (31/01/2020, 20:44:25): Thank you so much for being so understanding
Suchet (31/01/2020, 20:44:28): For any query with EA games, you can always contact us or check our knowledge base at help.ea.com for self-help options and Answers.ea.com for in-game queries.
Suchet (31/01/2020, 20:46:14): You have contacted us regarding being requesting for heirlooms in Apex Legends and we have shared the relevant information. Is there anything else, I can help you with?
(31/01/2020, 20:46:23): of course its not your fault and it was a big ask, thanks once again
(31/01/2020, 20:46:41): no that is all, I hope you have a good day and let your manager know you did a stellar job and deserve a raise!
Suchet (31/01/2020, 20:47:00): Thank you so much for the compliment
Suchet (31/01/2020, 20:47:03): Thanks for being with us here today!
Suchet (31/01/2020, 20:47:06): You have been excellent throughout the chat session. Really appreciate. Thank you for contacting EA Help. Bye and please do take care.
(31/01/2020, 20:47:18): my pleasure, take care!
Suchet (31/01/2020, 20:47:23): Ending the chat in order to register it successfully.

[Wingmannedbro]

Not gonna lie, there's no way i'm gonna read it all. Hold on to your money man. Or donate to help out some animals. But going for that wraith loom could mean spending 2K on packs.

And before that a 5th heirloom may be added, and perhaps a 6th, and you could be 3 grand out of pocket.

[Cracjaw450]

@ZeChimple That is really cool

[ZeChimple]

yeah i definitely don't have that kind of money. That was the result of the free packs and spending some money here and there. Thats why I was enquiring to see if they could swap them but alas it seems not

[Wingmannedbro]

---

@ZeChimple wrote:

yeah i definitely don't have that kind of money. That was the result of the free packs and spending some money here and there. Thats why I was enquiring to see if they could swap them but alas it seems not

---

I have suggested before that at some point it would be better to switch to a voucher system for heirlooms. In a few days, there will be 12 legends in the game. And at some point, there will be 12 heirlooms too. 

It will definitely deter people from spending anything on apex packs on the knowledge that their odds of receiving the heirloom set for their main is extremely slim.

I have both Wraiths and Bloodhounds heirloom, and i find Bloodhound's heirloom to be much nicer overall. I hope you can still find enjoyment having it. He's fun to play in PUBS, tracing some tracks, popping an ult and full sending on people with an axe in your hand feels really really good.

[ZeChimple]

@Wingmannedbro Yeah thats very true, it takes so long for someone like me to get an heirloom so don't think I can afford to go for another one with the chances getting slimmer and slimmer for getting wraiths one.

Yeah I shall still cherish it but I play mainly ranked so won't get too much use out of it. Maybe it'll make me play casual more

[EA_Kent]

Glad to hear you had a good experience. I'll see what I can do to forward this up to share your feedback with the advisor you were speaking with. 

/Kent

[ZeChimple]

@EA_Kent That would be amazing! He thoroughly deserves the credit!

[asukojo]

I know what the customer service will say before I read it

I'm more curious how you're going to react to it :P