It's for your own good apparently

[Fiach]

http://www.bluesnews.com/cgi-bin/board.pl?action=viewthread&boardid=1&threadid=134150&id=780363&view=flatnew&start=0


On Steam, whenever a customer is unhappy with any transaction, our first goal is to resolve things as quickly as possible through the normal customer support process...

I had two disputes with them, E.Y.E and Dead Island, neither of which they resolved, so I just dont deal with them any more.

[PZ]

The lot of them are a bunch of liars

[Jim di Griz]

Having worked for a few big companies on the customer support side, I don't do it any more; especially when they start putting things like "...through the normal customer support process..." in their blurb.

It usually means, we'll note everything, pass it on to another department which will do nothing if it isn't immediately solveable...then forget it until someone with legal backing really shouts at them.

It's usually a failing in the team management side, or a rationalisation of resources that causes this.

EDIT: sorry, only just now read the article...

[Binnatics]

The fat that Steam is so damn handy and did not cause me any serious problems, makes me stick to it. But when I read things like this my neck-hair starts to raise >:((

Any alternative may be even worse though: Games for windows LIVE, yegghh!

[Fiach]

Well, I forgave them E.Y.E, it was cheap (sub €20) and they (devs) promised a patch (took a year +), but the only things I bought were cheap as chips games for less than a tenner.

I bought Dead Island from Green Man Gaming, but it had to be downloaded from Steam. I found their support useless and customer service pointless, it was just like chucking a rubber ball at a wall and it just kept bouncing back.

I realise the vast majority of people have no problems.... but then... if that is so, then surely they should be able to devote more time and effort to those that do.

They wont miss my miserable few bucks, I wont miss them, maybe if they do a sequel to Half Life I will miss that, but it was never my favourite game, so its no big deal to me.

Glad you havent had any hassle Binnatics :)

[Binnatics]

I realise the vast majority of people have no problems.... but then... if that is so, then surely they should be able to devote more time and effort to those that do.

You might be right Fiach :-[ So let me, as part of that vast majority, make up a bit and devote some time and effort to you then :-D
:bow :bow :bow

[Fiach]

 

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[Art Blade]

 

[nexor]

The latest from Origin(EA).....A few days ago I wanted to play Battlefield 3, so when I opened the game as usual a update window opens telling me to update Origin, like a good boy I downloaded and installed the new update, then when I wanted to play the game another window opened where you "HAVE" to create a profile, I already created a profile when I initially installed the game.
I mailed support describing in detail all of the above, within 48 hours I received a very apologetic response from them explaining how to resolve the problem and they included a link:-
Thank you for contacting Electronic Arts
I agree that this has been disappointing so far. It is equally important to me, as it is to you to get it cleared up.

Please use the below link to update your origin, so that you can overcome the issue which you are facing

http://www.dm.origin.com/download for Origin 9.0
My response......
And  what would I achieve by updating origin when it's already updated, thanks to this update I'm experiencing the problem??
quote from my previous email::
I have been playing the game with the previous Origin version from the time the game was released
When I wanted to play the game two days ago, a message appeared informing me that I must download and install the latest Origin version
After installation, the above mentioned problem where I cannot get into the game started.......
But to satisfy you,  I have downloaded and installed the latest version as you requested,  the same window still appears telling me to create a profile?????

I received a notification on my outlook  inbox that this email and the next three emails I sent were all deleted without opening...........

[Jim di Griz]

That's so irritating when support staff don't read what you're asking. Did you get a screen shot of the Outlook notification - they love screen shots do support people.

Send that e-mail again with screen shot and 'CC' any other Origin e-mail address that you have so that they might be panicked into taking action. Maybe DICE support could be included too.

That's really bad support there nexor - I hope it gets sorted (I almost said resolved there...old habits.)

[Art Blade]

horrible.

For some reason I have been checking the net (mostly forums) when issues occur, rather than contacting support, because users keep helping users in one way or another yet almost always better than "support" teams do.

[nexor]

I included screenshots to show them what i'm talking about, but now they delete all my emails without reading, so they telling me to "f#$& off"............. >:((

[fragger]

That's deplorable treatment from that lot, nexor :D

Maybe like Art suggested you should try perusing the gaming forums, they do tend to be of more help. I haven't really had any major gaming issues but when I've had problems with 3D graphics software I've always gotten far more useful advice and help from fan forums than from the official "support" sources.

[JRD]

Try using another email account!  ;)

[Jim di Griz]

One other option, a bit long winded but it might help. Isn't there an option in Task Manager to restore your system to what it was before the Origin update. As I'm a bit hazy on the actual locations and procedure, you'd need to check with others who have done this before - so it's only a suggestion.

Unless of course this update to Origin does not allow you to play BF3 without installing it - their refusal to answer might well be an indication that they know there's a problem with their updated version.

You'd probably also need to save any documents, gamesaves and such that have been made or amended since you installed the new version. Put those on a USB key and re-install them to your system afterwards.

As JRD says, send via another e-mail and reference the support ticket in the text, not the subject - that's likely another reason why they're deleting. As far as they're concerned, that ticket has been fixed...that's why I mentioned including DICE or another Origin e-mail address - unless a supervisor looks at your situation, no one is going to look any further in thiscase.

Like I say though, you'd need a walkthrough from someone who has done such a reinstall of an older system version. Maybe someone here has done that, or if not, as Art says - forums or MS will probably have the process for you.

[nexor]

Haven't thought of restoring, and I can't remember if I was given an option to install the update or not, but thanks for mentioning it Jim, gonna try that now to see if it'll w@&k

[Binnatics]

...you'd need a walkthrough from someone who has done such...

I was just thinking.... wouldn't it be an idea to start a forum where you can post walkthroughs for successful customer support?  8-X >:D

[Art Blade]

usually other sites specialised in walkthroughs (sometimes one site dedicated to one game) are far more accurate than we have ever been. On top, I prefer video walkthroughs on youtube, even more so if they are narrated. We have always liked to post impressions and tips (derived from personal experience and varied personal preferences) and never have had enough patience and time to do a full walkthrough -- but you may try if you feel you're up to the task :)

[Fiach]

Nothing as bad as either a non-narrarated video or... one where you have no idea wtf the narrarator is saying :)

[Jim di Griz]

 :) I always seem to find the ones made by guys who are heavily stoned and made at 4am after playing the game for three days solid...

[nexor]

System Restore didn't w@&k either, keep on telling me to upgrade to the new version  :D

[Jim di Griz]

Do Dice have anything to say about this, other that to contact Origin? It's their product that's being mucked about, so maybe they'd be interested in what you experienced.

[nexor]

Will look into that............

[Art Blade]

good luck, nexor :) 
Man, that sucks what they're (not) doing so far.  :(

Nothing as bad as either a non-narrarated video or... one where you have no idea wtf the narrarator is saying :)

Fiach, you did put a BIG smile on my face there  :-() :-X

the ones made by guys who are heavily stoned and made at 4am after playing the game for three days solid...

Yeah, I know what you mean -- you too made me smile with that remark  :-()  :-X

[fragger]

Me too