Video Games - Have you ever transacted with Electronic Arts and Origin? Customer service seems to be a real challenge. The companies have outsourced this function to India.
Here's the live case study.
- I can't play their games. I bought Madden NFL 08 back in 2008 and could not play the game for various technical reasons.
- I tried looking up solutions on amateur and official forums and none of these solutions work. Basically, after I install the game it won't let me validate that I'm the owner of the software. On the official forums, they don't even let you look up Madden 08 anymore.
- Where's the customer service? When I tried to resolve the issue, you can't get a hold of a game rep. Their website displays an error. One forum suggests that you follow 10 steps to re-install the game and alter the registry on your computer drive.
- EA also has a sneaky provision that inactive accounts (those that haven't played for two years) can get access to their games revoked. We paid for it and bought it! We should have ownership.
There's more. On EA and gaming forums you have all kinds of users complaining that they can't even log into their account. EA outsourced the management of content and distribution of games to Origin earlier in 2011. Well, they dropped the ball.
Some users are having to change their password every time they play a game they paid for. I've had to do that on a different game I bought. One user had their email and account hacked and could not get a response from a customer rep.
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Copyright 2011 Marv Dumon. This material may not be published, rewritten or redistributed. All rights reserved.
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