EA Support or Lack Thereof

Posted: March 2nd, 2010 | Author: Tom Simpson | Filed under: General | 2 Comments »

I’ve been a customer of Electronic Arts (EA Video Games) for many years, now. My wife and I have purchased all of the Sims games and expansions and we (at least “she” does) continue to play them, often.

I recently purchased a new game from them called Mass Effect 2. I had read all of the reviews, blogs, and anything else I could find, before making the decision to pay $59.95 for the “Digital Deluxe Edition”. That version allowed me to download the complete game and also came with a “Collector Gear and Sniper Rifle” and “Cerberus Network Activation”.

The reviews of this game made it hard for me to wait for the download, but as soon as it was on my computer, I installed it and fired it up. Starting Mass Effect 2 brought up a menu that allowed me to start the game, change the settings, etc. When I pressed “Play” my screen went black, as it was adjusting the resolution of my screen. Then… “Mass Effect 2 has stopped working”…

I tried many different things in order to try and get this game working, and nothing has worked. My computer is a Pentium CoreDuo2 2.2GHz proc with 4Gb of RAM, running 64-bit Windows7. After the first couple hours of trying to get it to work, I contacted EA Support. That was on 02/19/2010 @ 04:55 PM. Since then, I have contacted them four more times.

I have not heard from anybody at Electronic Arts, at all. I’ve been on the forums, searching in vein for a solution. At this point, it seems that I am out of luck.

I gave Electronic Arts $59.95, they allowed me to download a program to my computer that will not run. They seemingly refuse to answer any of my support requests. There is nothing at all that I can do about this, though. They “delivered” the software that I paid for (did they “deliver” or did I pick it up?… oh well, semantics.). Did they lay off all of their support staff, or what? The least they could do is email me back to tell me “Sorry… I guess it won’t work, and thanks for your money”, but I have not heard a thing.

Meanwhile, I’m out sixty bucks. I will say that because of this, it will be THE LAST time that I purchase anything from Electronic Arts.

2 Comments on “EA Support or Lack Thereof”

  1. 1 Tom Simpson said at 10:44 am on March 10th, 2010:

    This morning (3/10/10), I finally received an actual reply from EA support… from what seems like a real person. I got one on the 8th which was an obvious computer generated reply.

    They requested some information from me, such as my email address, last 4 digits of the credit card that I used, order number, and registration code. It seems like after almost a month, I “may” be able to get some satisfaction out of this.

  2. 2 Tom Simpson said at 10:59 am on March 10th, 2010:

    … and finally, Roberto wrote back, quickly, after I gave him the information the he requested:

    “We apologize for any inconvenience caused to you.

    We would like to inform you that we have refunded amount for the game in your account.So please wait 3 to 4 days business working days in order to credit the amount in your account.

    Note:-Refund number xxxxxx09 has been created for this transaction in the amount of $59.95

    If there is anything else we can help you with please let us know.”

    The End.

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