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Re: Does EA help team always asking many question?

by RogueYumei
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Does EA help team always asking many question?

★★★★ Novice

Yesterday, i already report my missing reward (20 and 30 Electriti's seed packet) to EA help, and got some question from EA help Team, but one thing i don't get it why they asking so many question.. i answer all question they asking for, but i confused why they still need specialist on their team for my case?

(This case same like dazey chain and enlightment-mint)

Like i'm wasting my time answer all their question..😐

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Re: Does EA help team always asking many question?

Community Manager

Hey @Clarionz89 I know that it looks like a lot and can be a little irritating getting all the info requested but our support team wants to get your issue fixed as quickly as possible and as such they will need a number of details. I can assure you that they will only ask for information that is pertinent to your issue and are only doing so so as to speed up their investigation.


Darko

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Message 2 of 5 (215 Views)

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Re: Does EA help team always asking many question?

Community Manager

Hey @Clarionz89 I know that it looks like a lot and can be a little irritating getting all the info requested but our support team wants to get your issue fixed as quickly as possible and as such they will need a number of details. I can assure you that they will only ask for information that is pertinent to your issue and are only doing so so as to speed up their investigation.


Darko

Message 2 of 5 (216 Views)

Re: Does EA help team always asking many question?

★★★★ Novice

I disagree.  Every time I have had to ask for help I have been asked questions that I already answered in the first email.  Also the first thing they usually do is direct you to troubleshooting tips and then say "let us know if you need anything else" like they are sure that will solve your problem and have closed your case.  So now in the first email I ask that they please not direct me to troubleshooting tips as I have already tried everything but they still will delay solving the problem by asking more questions.  The last time I included screenshots showing everything I had explained in the original email and they still asked questions that were already answered by my explanation and/or the screenshots.    It's a delay tactic and they seem to be hoping you will just go away.  Worst support I have ever seen.   When the problem is finally solved they say they have added x number of extra gems or seeds or whatever to make up for the inconvenience but it's never actually there.  I just let that go.  Not going to even try to argue about it.  

Message 3 of 5 (146 Views)

Re: Does EA help team always asking many question?

★★ Pro

The worst thing is them marking your case resolved when they haven't done anything about whatever i complained about, which is what happened with most of my complaints.😡

Message 4 of 5 (137 Views)
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Re: Does EA help team always asking many question?

★ Guide
@Mesh1263 I agree, same thing happened to me when I provided everything in the first message. Luckily a Community Manager in Reddit was able to help much better than their Support team, though I only resorted that to a last ditch effort as I wasn't able to get a response to my rehashed info over a week despite repeated attempts to get an answer. EA support hasn't been great. EA needs to look at the stats how much their team resolves and get either replacements or ditch their outsourced team. It is fortunate that we have Haem whose been amazing (even when she's the bearer of bad news, she's at least as upfront as she can be from what I've seen from whatever she can divulge to us).
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