Electronic Arts (EA) review: EA customer Support

The Game Is EAFC 24

Game Mode Ultimate team

Platform XBOX series X

I have been a loyal customer of EA and the FIFA series.

After the experience I have had this week I feel totally let down and horrified about the treatment I have had with EA Help and the forums.

A bit of background. Over the summer my son managed to go on a spending spree and blew £1300 on games etc. It's been acknowledged that he has a gaming addiction and social withdrawal. I'm not blaming EA for that.

For most people, it can be a stressful time but I also have a disability M.S. so the whole situation with my son has affected my health as well.

We had put measures in place to stop him a playing on the Xbox but If you have dealt with addiction you will know that an addict will find any means possible to feed their addiction.

Last week 3rd of October he got into my Xbox and got frustrated that he couldn't spend any money. He got to my ultimate team and put them up for quick sale. Nearly 200 items. A lot of these items were untradable so I wouldn't have got any coins from the sale anyway. Altogether it left me with an incomplete team and no way of getting players as he had used all the coins up as well.

I contacted EA Help and was able to speak to an operator using web chat. At first, they informed me not to worry I would be able to reclaim my items on the EAFC 24 web app.

Part of the transcript from that conversation.

( 1h 2m 13s ) K: Just to confirm that we can't grant or recover the in-game content. If the players were quick sold, you can recover them on your end if you are getting option to recover it.

( 1h 2m 54s ) Stephen: Is that on the web app ?

( 1h 3m 0s ) K: Yes.

( 1h 3m 22s ) Stephen: Is there a set amount ?

( 1h 3m 53s ) K: No, you can check the details here:- https://help.ea.com/en-in/help/ea-sports-fc/fc-quick-sell-recovery/

The following day I went on to the app and found I could only reclaim 5 items. I went back to EA and was lucky enough to speak to another operator.

Once again I told them what had happened and at no point did I mention SBC

The response I got was this.

( 13m 47s ) Ritika: Thank you so much for sharing your concern. If I understand it correctly, your concern is regarding the player issue in SBC

( 14m 28s ) Stephen: no not sbc

( 16m 25s ) Ritika: I would like to inform you that I have shared below link which you can refer regarding battle squad SBC challenges https://help.ea.com/help/fifa/fut-squad-building-challenges/

I got to a point where I wanted to explain my situation and find someone who was able to help and it took me a little time to work out what I needed to say etc. so the chat continued.

( 20m 27s ) Stephen: I want to speak to you manager please

( 23m 1s ) Ritika: I realize that the situation is difficult and we never want our players to have bad experience. As much as I would love to help as I am also a Gamer, your request is beyond what we are able to do for players. Believe me, if there is any steps to follow, I would have performed already. Apart from this, is there anything else I can help with you? I will be very happy to help you with

( 23m 47s ) Stephen: yes I wanr to speak to someone

( 24m 1s ) Stephen: a phone call please

( 24m 13s ) Ritika: I understand your situation and I really wanted to help you, however I am unable to provide you another solution for the same issue, and I will need to end the contact if there is nothing else that I can help you with.

( 24m 26s ) Ritika: Since I provided all the information regarding our subject, I will have to close the chat soon, as I will need to also help other players. Contact us with any further issues or visit our forum at answers.ea.com. It was my pleasure to assist you today. I hope you will have a wonderful day.

Chat Ended by: Agent

Chat Duration: 24m 30s

As you can see from the above I did not get a chance to explain myself.

I then started another case however I haven't been able to speak to anyone directly. I sent an email via EA help once again telling them about what was going on. and received a new case number

I got a general reply asking for more details. Once again I told them about my issue.

I then had a reply from an operator again asking me for details. I did this but heard nothing. Friday 6th I tried to follow up on my case and found I had a new case number. Again I sent an email and this was my response.

Thank you for contacting EA help. My name is Ekta and I will assist you with your issue today.

I will do my level best to help you out.

I would request you to post this issue on our official forum so our community manger will have a look on it and help you further on this and I will also mark this as a feedback from my side: https://www.ea.com/forums

I am considering your issue on the top priority hence, I am going to mention the details in notes then I will definitely share your concern with our higher authority team for a review.

Should you have any further questions regarding this or any other issues, please do not hesitate to let us know. You can also find answers to common questions on our Help Center at http://help.ea.com, or ask our community experts by visiting Answer HQ at http://answers.ea.com.

Still need help? You can reach us on help.ea.com.

I did what they asked and also mentioned that I was disappointed with the service considering EA our big on accessibility and that from my point of view it didn't feel that way. The good news was I got a response at last The Bad news. It wasn't to help me with my issue. Basically, it was a cut and paste from an EA article where they are leading the way to make games more accessible.

Am I missing something? when I said I was disappointed it wasn't about the game but the way I'v been treated !