SailfinSims - A long and frustrating journey with EA support

A long and frustrating journey with EA support.
VRevis is a creator in our community and she has been having a never ending nightmare dealing with EA's Customer Support for over 7 months now. She has kept extensive records of her tickets and the correspondence with EA and still has not had any resolution to her problems. Here is an excerpt of her story:

Hello, EA customer service? You're broken.
Written by VRevis

Back story: I went to the Custom Content Creator's Camp last January, at Electronic Arts in Redwood Shores, CA, as a "machinima artist". I was there to work with the Sims 3 site's mash-up tool. We were all promised we would be featured artists on the official site, with two campers being featured every week up until release date. When my time came, my account was apparently messed up beyond repair, nobody at EA could tell me what happened, other than my mashup video led to a 404 page, so I was swept under the rug, and they moved on to the next camper. "VRevis", the name the account was created under at the Creator's Camp, is not a working account. EA created a new one for me, naming me "NewVRevis". None of my files have been transferred over to the NewVRevis account. The mashup video I did at the Creator's Camp has the featured status, but "VRevis" does not.

I first wrote EA customer service in June, using the main EA customer service page (http://support.ea.com), not the link provided at the Sims 3 site (you must have a working account to do that). I logged in using my Sims 2 log-in info on ea.com.

In the first ticket, I was asked to scan in a copy of my game manual, signed, as proof I actually owned the game. The next few tickets were a frustrating bunch of repeats, with the customer service reps closing them before resolution, then starting over from the bottom rung of the ladder with my next ticket, asking for info I had already supplied in the previous tickets, IN DETAIL, including screenshots and links. Once I finally got someone who seemed to know what he was doing, "Joe G.", he was unavailable after that ticket, too, was closed.

To read the whole story please click here: A Cuppa Joe Blogspot

Good luck VRevis we hope your problems are taken care of soon.

5 Comments

VRevis - 14-01-10

Thank you for sharing my story! It's been very frustrating.

~VRevis

Pooki - 14-01-10

You are very very welcome. I only wish we could do more.

Sailfindragon - 14-01-10

Good luck VRevis. I hope we have helped in some way by promoting your on going problems and I hope that this situation will be rectified quickly.

Emma - 14-01-10

I really hope you get this sorted soon as well. I was absolutely stunned whilst reading about the whole thing in your blog. Good luck.

Lithium - 14-01-10

Well,I have an experience with EA support too. I contacted them using official The Sims 3 website,and told them my game was crashing when I entered CAS... well... they asked me what is CAS... So just so you know they must have a real experts there. Hope you get this sorted soon.