EA Customer Support And Me

[GTFO. Luckyg]

As some of you may know I have been having problems with BC2 ever since its release, my PC randomly hangs and I have to do a hard reboot, my GPU and CPU are not overheating and my drivers are up to date, so I informed EA support about this, and this is the response I got,

Greetings,

Thank you for contacting Electronic Arts.
I apologize for any inconvenience caused to you thus far

I would like to inform you that our game is not officially tested on 64 bit platform
so it may run or may not.
just install it again and then try

If there is anything else I can help you with please let me know.

In the meanwhile, should you require any further assistance, please visit our support knowledge base at www.support.ea.com for a quick reference.

Sincerely,

<Name Withdrawn>
Customer Support
Electronic Arts

Pretty shit huh?
well I can tell you I have sent them a response which isn't very friendly, and basically telling them that they are shitte.

Bunch of douche bags

[GTFO. NachoDuck]

You probably won't be getting a reply then :p I think it's pretty safe to say it run fine on x64 though. I had a problem with my GPU, similar to what I had with WoW/CSS on it aswell but I update the bios and it works fine now but that was a specific problem to my card (Sapphire 4870 512MB) so I doubt it's the case here.

[fraginator3000]

As some of you may know I have been having problems with BC2 ever since its release, my PC randomly hangs and I have to do a hard reboot, my GPU and CPU are not overheating and my drivers are up to date, so I informed EA support about this, and this is the response I got,

Greetings,

Thank you for contacting Electronic Arts.
I apologize for any inconvenience caused to you thus far

I would like to inform you that our game is not officially tested on 64 bit platform
so it may run or may not.
just install it again and then try

If there is anything else I can help you with please let me know.


In the meanwhile, should you require any further assistance, please visit our support knowledge base at http://www.support.ea.com for a quick reference.

Sincerely,

<Name Withdrawn>
Customer Support
Electronic Arts

Pretty shit huh?
well I can tell you I have sent them a response which isn't very friendly, and basically telling them that they are shitte.

Bunch of douche bags

That is so not true, i was one of the people who tested BFBC2 on a 64 bit system. This goes to show how fucked up there big firms are. The CT staff made sure that all parameters were covered in terms of hardware and software (including x64 systems)

[GTFO. Jamie]

LOL

try virgin, i said my internet connection is running really slow, and they said it may be my graphics card.

Fail

[GTFO. Luckyg]

grrr seems my first reply didn't get forwarded to them so had to rewrite it again,

First off i would like to point out that your reply made no sense whatsoever and didn't help me in anyway,

your reply did not offer me any advise on how to fix the problem and basically said that i need to run the game in 32 bit to play it ok, yet I clearly state I played the game in the beta in 64bit fine, i highly doubt DICE made it incompatible with 64 bit in the retail version compared to the beta. It took you a whole week to reply to me with no answers being solved.

Your tip of "reinstalling" will not fix my problem of system hangs, people have proven this on the 64 page thread on the bad company 2 forums, but I guess you chose not to read that seeing as we are yet to have a public reply to the matter.

Here is a definition of customer support direct from wikipedia "technical support services attempt to help the user solve specific problems with a product" you fall short on most of this statement, 1. you didn't even really attempt to help me out with the problem, you gave me a statement saying that the game "may or may not work," 2. you didn't help me solve my specific problem either you just said that I should reinstall it, something which would serve no purpose in fixing the problem.

EA you really need to get your act together otherwise you will be losing a lot of customers due to poor support and your money grabbing tricks.

Regards,

Luckyg

[DataStorm]

and on a side note: more and more ppl run x64 for memory addressing needs etc. really dont see why they would not support games on a x64 platform.....

[r3loaded]

The big box manufacturers put Windows 7 64-bit on their computers now, this sounds incredibly idiotic.

[GTFO. Luckyg]

omg what a bunch of retards these guys are,

Hello

Thank you for writing back to us at Electronic Arts.

I apologize for any inconvenience caused to you thus far.

In order to provide you further assistance I would like to inform you that there is currently an issue with the latest Nvidia graphic card drivers not triggering the cards onboard fan, resulting in extreme overheating that will cause the game to crash.

You may try rolling back your video card driver to the previous version until Nvidia is able to put out an updated driver.

For more information, visit the Nvidia forums here:

http://forums.nvidia.com/index.php?showtopic=161525

Or here:

http://forums.nvidia.com/index.php?showtopic=161503

If there is anything else I can help you with please let me know.

In the meanwhile, should you require any further assistance, please visit our support knowledge base at http://www.support.ea.com for a quick reference.

Sincerely,
<Name Withdrawn>
Customer Support
Electronic Arts

if they had actually read the dxdiag file i had provided them, they would have seen that I have a ATI HD 4850,

bunch of retards, sending them somemore abuse mail.

UPDATE: Here is my response,

Thanks once again for your useless response, if you had bother reading my dxdiag file you would have seen I am running an ATI HD 4850, which as far as I know is not an nvidia card,

Regards,

Luckyg

[Orv]

What a bunch of morons
Bet they don't even know what game you're having problems with.

[GTFO. G]

That's pretty poor L1 support alright.

I have the same problem as you though, with win7 x64 and nVidia 8800GTX - my first thoughts were overheating, but temps were fine. I opened the side of my pc anyway, and it hasn't crashed since - so I'm not sure if this is coincidence or the temp sensors aren't accurate in my machine.

Try taking the side off your case *just to test*

[r3loaded]

It's probably to do with the specifics of the game - some games hammer the shaders hard, others hit the RAM a lot etc. So even if the core seems fine, it might be that one specific part of the graphics card is overheating and failing under a massive load. The solution is excessive cooling to push *average* temperature down way below the safe limits rather than hovering a couple of degrees below.

If taking the side of the case off works, it means the airflow in your case is crap. Hence you either need better/more intake fans, or you just need to tidy up the cabling inside If not, you might want to look at an aftermarket GPU cooler.

The Folding@Home GPU client is useful for doing a continuous stability test. My laptop has had issues with it crashing after running 15 hours non-stop. Opening the window to let cool air in solved the problem

[GTFO. Luckyg]

Hello,

Thank you for writing to Electronic Arts customer support.

At first, please accept my apologies for any delay in addressing your issue.

I am really sorry for that, now you need to manually re- install your game to run.

If you have any further questions, please upgrade your request and let us know.

Sincerely,
<Name Withdrawn>
Customer Support
Electronic Arts

Anyone else not get what this is saying? I have to reinstall the game to run it? huh?

[DataStorm]

reply it with:

Hello BOFH,

I'd like to upgrade to a BOFH v2, please resign/suicide/apply for roadkill test-subject (scratch which do not apply). If you'd be so kind to leave the the call open for v2.0, it would be most un-helpfull.

Sincerely,
Minion #21745978143

[Orv]

Lucky, have you been talking to the same guy all along or different ones?

[GTFO. Luckyg]

up untill the most recent one i posted, it has been the same person, only in this latest email has someone new sent me a retarded message

UPDATE: My response to the above email

Seriously, are you playing a joke with me?

So far I have had no major help to my problem yet with 4 replys, but this most recent one has to be the best, it makes no sense whatsoever, "you need to manually re- install your game to run" well I would like to think I have to install the game to run it, as it is the only way to play games on the PC. And also, how does this benefit my problem? Even if I reinstalled the game I can guarantee I will continue to have the problem, many people on the now 73 page thread on the forums have tried reinstalling the game, reformatting their PC and many other things which have not helped them.

All I want to know is why I'm having the problem now, yet it was not present in the BETA, its obviously something to do with the final game, I have not changed any aspect of my computer since the BETA therefore ruling out a problem with my computer and instead increasing the possibility of it being the game.

Regards,

Luckyg

[GTFO. Scratchuk]

Hmm, seem's a bit suspect to me?

[GTFO. Unflux]

Customer support and I.

[GTFO. Luckyg]

Bit of an update, they have been sending me more useless information over the past 2 weeks which have both not helped me or answered my questions that I keep asking them, here was their latest response to me,

Hi,

Thank you for contacting EA Games Support.

If your game crashes on start up, it is generally due to some program interfering with the game. You can perform a clean boot of the windows to see if some program is interfering with the game. Please follow the steps given in the link below to determine whether background programs are interfering with a game:

http://support.microsoft.com/kb/331796

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

Thank you,

<name removed>
EA Online Support.

to which I responded

Look,

I have told you on many occasions that my game freezes randomly during the gameplay not at boot up,

as I have also said regularly but got no response is "All I want to know is why I have this problem now, but did not have it in the Beta, I have not changed any aspect of my pc or settings since the beta either."

also the fact this thread has over 100 pages on it leads me to believe its quite a big problem which you are just ignoring. http://forum.ea.com/eaforum/posts/list/1680/380660.page

EA and DICE sort your games problems out! Don't give useless information on how to fix a problem that you don't know about!

Regards,

Luckyg

[GTFO. G]

Tell them you are documenting the correspondence and give them a link to this thread

[Orv]

Morons...

I really hope it's EA running this support bullshit, or I've just lost faith in DICE...

[GTFO. Coxy]

My god they're a bit special aren't they? :/

[GTFO. Luckyg]

also i forgot to mention that it is currently taking them a full week to reply to my messages due to them "getting lots of BC2 support questions" well I imagine if they are giving crap information away like with me then they need to sort themselves out alittle.

[DataStorm]

Lucky, make another support call with another mail address and name

strangely enough that helped me sometimes with a company that stubborn

altho I had once done it with opening 9 support calls with different names, finally 1 got thru to their real tech guys and I was helped.... then I replied with all 9 referring to that: COULD THAT NOT BE FUCKING DONE EARLIER!!!... they never replied to that unfortunately. That call had been open for 5 months :S (I had to keep track :S)

[GTFO. Luckyg]

well reinstalling did fuck all, I sent them back a reply telling them it didnt work, and I also sent a log of GPU temps to prove my graphics card is not overheating,

here is the reply I got,

Hi,

Thank you for contacting EA Games Support.

Can you please try installing the game in a new administrator account to see if this solves the issue. Please follow the steps given in the link below to create a new administrator account:
http://support.ea.com/cgi-bin/ea.cfg/ph ... aqid=21638

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

Thank you,

<name removed>
Electronic Arts

I give up.

[GTFO. Coxy]

Try and get a Phone number from somewhere and give them an ear full over the phone. Idiots!!!

[DataStorm]

well, if a new audio card would solve your problem, it would technically not be the problem for EA to solve or troubleshoot.... altho if they would know that, they could have said: your audio is causing probs.... would have been a short support call then.....

[Yeti!]

You know, there about 3 or 4 companies I'm just not willing to deal with....

EA.... cryptic.... COD....

All for similar shite support and billing issues.

You know, I know not a lot about computers compared to half of you, and still can tell they aren't even beginning to answer your questions.

My guess.... some guy is employed on minimum wage to input Customer services queries into a help database and troll out answers until it gets to completely undefined stage and a given customer gives up (hey, you bought the game...) or a real tech C.S.A sorts it out.

Unbelivable "big company" syndrome.

[DataStorm]

nah, its just about 20 different replies, applied randomly by the mail computer... why hire some when you can let a computer do it....