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Any idea how to get any real help from EA Support?
Draxonic
Registered User regular
Registered User regular
...because my attempt has been an total failure. They seriously want me to spend $2.48 per minute on an international phone call to fix a problem with a license that costs only $5.00:
Rock Band 1 Export Code License Not Working
YOU: My Playstation 3 was replaced as the original was faulty. Everything works on the new playstation, including the Rock Band 2 and Lego Rock Band exports, as well as all of my Rock Band 1,2,3 and Rock Band:The Beatles DLC.
The only thing that doesn\'t work is the Rock Band 1 export license. I have downloaded it from the store multiple times, but the game does not seem to recognise it. All consoles, PSN accounts, games etc are the Australian region.
I contacted Harmonix Rock Band support and after exhausting all options there, they suggested I contact EA support.
Error Code
N/A
Modem Use
Yes
Internet Type
Wired
Router Use
Yes
Bandwidth
N/A
01/30/12 at 08:05 am
ADVISOR: Hello Alexandre,
Thank you for contacting Electronic Arts.
I appreciate your interest in the Rock Band. Please be informed that you can get this issue resolved via phone support.
Contact No. 1 902 262 662.
In the meantime, please make a note of the Discount Code. As a token of gratitude, please allow me to offer you a 15% Discount code that can be used to purchase EA Games online on Origin. The code can be redeemed at: http://store.origin.com and is valid for 30 days from the date of issue on released games (except Pre-orders and new releases).
Discount code:- XXXXX-XXXXX-XXXXX
If there is anything else we can help you with please let us know.
Regards,
Sahil
Electronic Arts – World Wide Customer Experience
01/30/12 at 09:21 am
YOU: Alexandre?? My name is John!
Also, is that a USA number? I'm in Australia and I don't have international dialling.
01/30/12 at 10:55 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I apologize for the wrong response. I went ahead and created a code for you to access your requested game. Your new code is:
Rock Band 3 Export - XXXX-XXXX-XXXX
I hope that resolves the situation. If you have any other questions, then by all means feel free to let us know. You can also refer to our extensive Self Help Knowledgebase at http://help.ea.com for common technical questions.
Regards,
Sahil
Electronic Arts – World Wide Customer Experience
01/30/12 at 11:12 am
YOU: Rock Band 3 Export?
I need to export Australian Rock Band 1.
Is that the correct code?
01/30/12 at 12:22 pm
YOU: I tried to redeem that code and the error message I got was "The code you entered may not be correct or may no longer be valid"
01/30/12 at 12:29 pm
ADVISOR: Thank you for contacting Electronic Arts Customer Support regarding your Rock Band 1 Export Code license not working. I apologize for the inconvenience you are experiencing, I'll do everything I can to resolve this for you!. Your case has been forwarded to our Escalation Team for resolution and I'll be happy to assist you in this matter. In this email I have provided you with PS3 Troubleshooting steps, please follow the steps in this email.
There may be some corrupt files on your system. Let’s try to delete these files by following the steps below: 1. Press the PS button on the controller to enter the PLAYSTATION 3 XBM (XrossMediaBar). 2. Select the Game tab. 3. Select the Game Data Utility and press the X button. 4. Select your game 5. Find and delete all the files listed. If you have access to your modem and router, I would suggest power cycling that as well.Disconnect your modem and router from your power outlet for 30-60 secounds. Power everything back up, and attempt to redownload your Rock Band Export license.
PS3
1. Sign into the Playstation Store with the original account you redeemed your code with.
2. Near the top right, select "View Downloads"
3. You should now see a list of previous downloads. You want to find the Rock Band Export license corresponding to your game.
4. Select the Rock Band Export license to re-download and install.
5. It will say "successfully installed".
For the inconvenience, I'd like to offer you a coupon to the Origin Store, for which you can use towards any purchase. http://store.origin.com, Origin Store 15% off Coupon-- XXXXX-XXXXX-XXXXX
Should you require further assistance about this or any Electronic Arts game in the future, please visit our web site and review our extensive Self Help Knowledge base (http://www.help.ea.com)
Thank you for contacting Electronic Arts Customer Support...
Best Regards,
- Raymond M.
- EA Customer Service
(650) 628-1001
(866) 543-5435
01/30/12 at 04:13 pm
YOU: I have done that multiple times for Harmonix support.
Anyway, I just did it again, with the same result.
I signed in using my account.
I deleted the Rock band data, which is about 13MB (I think it includes the 1.07 patch)
I opened the store and re-downloaded my export license from my downloads list.
It does say "successfully installed"
I launched Rock Band and selected Export Songs.
It tells me I need to purchase an export license.
01/31/12 at 12:47 pm
YOU: Hello? I haven't had a response in 5 days?
02/04/12 at 03:08 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts Customer Care Support.
After having reviewed your email, I request you to contact our phone support to get your issue resolved. You can contact us by calling our toll free number 1-866-543-5435 within the US. If you are outside United States, please dial 1-650-628-4306. If calling from UK, dial 0870 243 2435. The hours of operation for them are 7:00am-7:00pm PST, Monday through Saturday. Our representatives will be glad to help you out with this issue.
Apart from this, if you have any further questions or concerns, please reply to this email or visit our extensive knowledge base online at http://help.ea.com.
Regards,
Amit
Electronic Arts World Wide Customer Experience.
02/04/12 at 07:10 pm
YOU: As I stated above, unfortunately, I do not have International dialling access here. Would it be possible for somebody to contact me on +61 XXX XXX XXX
02/05/12 at 09:31 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I apologize for inconvenience you have faced because of this.
I appreciate your interest in Rock Band but the code is not available in our database so please contact our phone support. Here is the number “1 902 262 662”. This is Australia's phone support number. You can contact there.
In case of any further questions, please feel free to get in touch with us anytime. You can also visit our website and review our extensive self-help knowledgebase (http://help.ea.com).
Regards,
Anirudh
Electronic Arts - World Wide Customer Experience
02/05/12 at 12:14 pm
YOU: 8-bit calls charged at $2.48 per minute, GST inc.
You're kidding me right?
02/14/12 at 12:27 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts.
We are sorry, but due to the sensitive nature of your request, you will need to contact our Australia phone support team at 1 902 262 662*. For account verification, you will need to provide the secret word you created when you created the account, over the phone. I sincerely apologize for the inconvenience this may have caused to you.
Please know that we handle only technical issues through Email, the account related issues are handled by Phone support team.
If you need further assistance on this, or any other issue, please don’t hesitate to let us know.
Thanks & Regards,
Rohit
Electronic Arts – World Wide Customer Experience
*If calling from outside the United States international rates will apply. Please check with your phone service provider for more information.
02/18/12 at 01:46 am
YOU: You haven't heard from me because I refuse to pay $2.48 per minute for customer support. It's entirely ridiculous that I should have to pay this fee because your product is not working as intended. It's even more ridiculous that a technology company that is more than capable of utilising modern unified communications technology should be forcing customers to use archaic telephony technology instead of much cheaper and more versatile Internet communications technologies.
Epic fail.
02/21/12 at 11:29 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts Customer Support.
Please accept my genuine apology for the way you have been made to feel. We at EA, strive to make our customers have an exceptional experience. Any deviation from this is dealt very critically. Your case definitely merits attention and I assure you my support in getting this sorted.
I would request you to please help me with following info:
1. EA associated email address:
2. PSN ID:
3. Rock Band 1 Export Code:
We appreciate your patience and understanding.
If you have any further questions or concerns please reply to this email or visit our extensive knowledge base online at http://help.ea.com.
Regards,
Nishant
Electronic Arts – World Wide Customer Experience
02/23/12 at 10:17 pm
YOU: 1. XXXXXXXX@gmail.com
2. XXXXXXX
3. The Export license was purchased from the PSN store and downloaded. There has never been an actual code used.
02/24/12 at 12:22 am
ADVISOR: Hello John,
Thank you for writing to Electronic Arts again.
We are sorry, but unfortunately due to the sensitive nature of your request, you will need to contact our phone support team at +1-650-628-1001*. For account verification, you will need to provide the secret word you created when you created the account, over the phone. I sincerely apologize for the inconvenience this may have caused to you. EA phone support hours are 10 a.m. to 10 p.m. EST, seven days a week.
Note: Since we don't handle account related issue, only we handled technical issue through mail, so account related issue is handled by Phone support team.
If you find you need further assistance on this, or any other issue, please don’t hesitate to let us know.
Regards,
Rohit
Electronic Arts – World Wide Customer Experience
02/24/12 at 06:55 am
YOU: Wow... this is really going in circles isn't it? I am not going to spend $50.00 to be on the phone with you guys for 20 minutes and possibly not even resolve the problem with YOUR licensing system. That's just retarded! If you need to speak to me about this, then you call me on +61 XXX XXX XXX.
02/25/12 at 04:05 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I apologize for the inconvenience you have experienced. I genuinely appreciate your efforts in getting this resolved. I assure you my continual support in this.I completely understand how you feel.
I have reviewed your email and found that you are facing issue with Rock Band 1 export code. Please note that the PSN code are region specific. Please make sure you are using the code for the same region you have purchased it from or please make an account of the same region you have purchased the code from and try to download it.
We at Electronic Arts appreciate your efforts and involvement in our Games and take this opportunity to express our gratitude and extend support throughout. Please feel free to get in touch with us anytime. Also, please access our online knowledge base on: http://help.ea.com/
Sincerely,
Rohit
Electronic Arts- World Wide Customer Experience
02/25/12 at 05:08 am
YOU: Seriously? We're going in circles!
There was no code. The export license was purchased from the PSN Store. The account, game, all DLC and the purchased export license are ALL from the Australian Region.
I would be happy to try entering a new code and seeing if that helps, but the code given above (way above) appears to be wrong.
02/25/12 at 12:53 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I understand the value of your time and appreciate your patience and cooperation. I am escalating your concern to the higher department so that you can get the better solution because upgrading the account worked for many players in the past. It must be frustrating for you but your patience will be highly appreciated. Our expert will contact you within 24 to 48 hours.
If you have any further questions or concerns please reply to this email, contact via 24x7 chat support or browse our extensive knowledge base online at http://help.ea.com.
Regards,
Vipul
Electronic Arts- World Wide Customer Experience
02/26/12 at 05:01 pm
YOU: Hello. It has been a week since I have had contact regarding this case. Could somebody contact me with regards to this please? I have a game system that between console, guitars, drums, microphones, games and DLC I have spent about $1500.00 expressly for the purpose of playing Rock Band on that I CAN'T PLAY.
I have (again) tried clearing everything Rock Band related off the console and reinstalling/redownloading from scratch, but I still get the same result.
I would even try buying another export license, except I don't think the PSN works that way, and I don't really think it would help.
Perhaps we could try a code? I'm doubtful that will work either, but it's worth a try. Sahil (way above) gave me a code, but it appeared to be incorrect.
03/03/12 at 02:26 am
YOU: Hello. It has been over two weeks since I have had contact regarding this case. What's the plan here?
03/12/12 at 11:43 pm
YOU: Hmmm... One month since anyone from EA has had anything to say about this.
I'll have to pass the transcription of this to the Penny Arcade guys. LOL.
03/26/12 at 12:24 pm
YOU: What is it now? Case has been open for two months with no help whatsoever and almost five weeks since the last useless contact?
Rock Band 1 Export Code License Not Working
YOU: My Playstation 3 was replaced as the original was faulty. Everything works on the new playstation, including the Rock Band 2 and Lego Rock Band exports, as well as all of my Rock Band 1,2,3 and Rock Band:The Beatles DLC.
The only thing that doesn\'t work is the Rock Band 1 export license. I have downloaded it from the store multiple times, but the game does not seem to recognise it. All consoles, PSN accounts, games etc are the Australian region.
I contacted Harmonix Rock Band support and after exhausting all options there, they suggested I contact EA support.
Error Code
N/A
Modem Use
Yes
Internet Type
Wired
Router Use
Yes
Bandwidth
N/A
01/30/12 at 08:05 am
ADVISOR: Hello Alexandre,
Thank you for contacting Electronic Arts.
I appreciate your interest in the Rock Band. Please be informed that you can get this issue resolved via phone support.
Contact No. 1 902 262 662.
In the meantime, please make a note of the Discount Code. As a token of gratitude, please allow me to offer you a 15% Discount code that can be used to purchase EA Games online on Origin. The code can be redeemed at: http://store.origin.com and is valid for 30 days from the date of issue on released games (except Pre-orders and new releases).
Discount code:- XXXXX-XXXXX-XXXXX
If there is anything else we can help you with please let us know.
Regards,
Sahil
Electronic Arts – World Wide Customer Experience
01/30/12 at 09:21 am
YOU: Alexandre?? My name is John!
Also, is that a USA number? I'm in Australia and I don't have international dialling.
01/30/12 at 10:55 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I apologize for the wrong response. I went ahead and created a code for you to access your requested game. Your new code is:
Rock Band 3 Export - XXXX-XXXX-XXXX
I hope that resolves the situation. If you have any other questions, then by all means feel free to let us know. You can also refer to our extensive Self Help Knowledgebase at http://help.ea.com for common technical questions.
Regards,
Sahil
Electronic Arts – World Wide Customer Experience
01/30/12 at 11:12 am
YOU: Rock Band 3 Export?
I need to export Australian Rock Band 1.
Is that the correct code?
01/30/12 at 12:22 pm
YOU: I tried to redeem that code and the error message I got was "The code you entered may not be correct or may no longer be valid"
01/30/12 at 12:29 pm
ADVISOR: Thank you for contacting Electronic Arts Customer Support regarding your Rock Band 1 Export Code license not working. I apologize for the inconvenience you are experiencing, I'll do everything I can to resolve this for you!. Your case has been forwarded to our Escalation Team for resolution and I'll be happy to assist you in this matter. In this email I have provided you with PS3 Troubleshooting steps, please follow the steps in this email.
There may be some corrupt files on your system. Let’s try to delete these files by following the steps below: 1. Press the PS button on the controller to enter the PLAYSTATION 3 XBM (XrossMediaBar). 2. Select the Game tab. 3. Select the Game Data Utility and press the X button. 4. Select your game 5. Find and delete all the files listed. If you have access to your modem and router, I would suggest power cycling that as well.Disconnect your modem and router from your power outlet for 30-60 secounds. Power everything back up, and attempt to redownload your Rock Band Export license.
PS3
1. Sign into the Playstation Store with the original account you redeemed your code with.
2. Near the top right, select "View Downloads"
3. You should now see a list of previous downloads. You want to find the Rock Band Export license corresponding to your game.
4. Select the Rock Band Export license to re-download and install.
5. It will say "successfully installed".
For the inconvenience, I'd like to offer you a coupon to the Origin Store, for which you can use towards any purchase. http://store.origin.com, Origin Store 15% off Coupon-- XXXXX-XXXXX-XXXXX
Should you require further assistance about this or any Electronic Arts game in the future, please visit our web site and review our extensive Self Help Knowledge base (http://www.help.ea.com)
Thank you for contacting Electronic Arts Customer Support...
Best Regards,
- Raymond M.
- EA Customer Service
(650) 628-1001
(866) 543-5435
01/30/12 at 04:13 pm
YOU: I have done that multiple times for Harmonix support.
Anyway, I just did it again, with the same result.
I signed in using my account.
I deleted the Rock band data, which is about 13MB (I think it includes the 1.07 patch)
I opened the store and re-downloaded my export license from my downloads list.
It does say "successfully installed"
I launched Rock Band and selected Export Songs.
It tells me I need to purchase an export license.
01/31/12 at 12:47 pm
YOU: Hello? I haven't had a response in 5 days?
02/04/12 at 03:08 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts Customer Care Support.
After having reviewed your email, I request you to contact our phone support to get your issue resolved. You can contact us by calling our toll free number 1-866-543-5435 within the US. If you are outside United States, please dial 1-650-628-4306. If calling from UK, dial 0870 243 2435. The hours of operation for them are 7:00am-7:00pm PST, Monday through Saturday. Our representatives will be glad to help you out with this issue.
Apart from this, if you have any further questions or concerns, please reply to this email or visit our extensive knowledge base online at http://help.ea.com.
Regards,
Amit
Electronic Arts World Wide Customer Experience.
02/04/12 at 07:10 pm
YOU: As I stated above, unfortunately, I do not have International dialling access here. Would it be possible for somebody to contact me on +61 XXX XXX XXX
02/05/12 at 09:31 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I apologize for inconvenience you have faced because of this.
I appreciate your interest in Rock Band but the code is not available in our database so please contact our phone support. Here is the number “1 902 262 662”. This is Australia's phone support number. You can contact there.
In case of any further questions, please feel free to get in touch with us anytime. You can also visit our website and review our extensive self-help knowledgebase (http://help.ea.com).
Regards,
Anirudh
Electronic Arts - World Wide Customer Experience
02/05/12 at 12:14 pm
YOU: 8-bit calls charged at $2.48 per minute, GST inc.
You're kidding me right?
02/14/12 at 12:27 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts.
We are sorry, but due to the sensitive nature of your request, you will need to contact our Australia phone support team at 1 902 262 662*. For account verification, you will need to provide the secret word you created when you created the account, over the phone. I sincerely apologize for the inconvenience this may have caused to you.
Please know that we handle only technical issues through Email, the account related issues are handled by Phone support team.
If you need further assistance on this, or any other issue, please don’t hesitate to let us know.
Thanks & Regards,
Rohit
Electronic Arts – World Wide Customer Experience
*If calling from outside the United States international rates will apply. Please check with your phone service provider for more information.
02/18/12 at 01:46 am
YOU: You haven't heard from me because I refuse to pay $2.48 per minute for customer support. It's entirely ridiculous that I should have to pay this fee because your product is not working as intended. It's even more ridiculous that a technology company that is more than capable of utilising modern unified communications technology should be forcing customers to use archaic telephony technology instead of much cheaper and more versatile Internet communications technologies.
Epic fail.
02/21/12 at 11:29 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts Customer Support.
Please accept my genuine apology for the way you have been made to feel. We at EA, strive to make our customers have an exceptional experience. Any deviation from this is dealt very critically. Your case definitely merits attention and I assure you my support in getting this sorted.
I would request you to please help me with following info:
1. EA associated email address:
2. PSN ID:
3. Rock Band 1 Export Code:
We appreciate your patience and understanding.
If you have any further questions or concerns please reply to this email or visit our extensive knowledge base online at http://help.ea.com.
Regards,
Nishant
Electronic Arts – World Wide Customer Experience
02/23/12 at 10:17 pm
YOU: 1. XXXXXXXX@gmail.com
2. XXXXXXX
3. The Export license was purchased from the PSN store and downloaded. There has never been an actual code used.
02/24/12 at 12:22 am
ADVISOR: Hello John,
Thank you for writing to Electronic Arts again.
We are sorry, but unfortunately due to the sensitive nature of your request, you will need to contact our phone support team at +1-650-628-1001*. For account verification, you will need to provide the secret word you created when you created the account, over the phone. I sincerely apologize for the inconvenience this may have caused to you. EA phone support hours are 10 a.m. to 10 p.m. EST, seven days a week.
Note: Since we don't handle account related issue, only we handled technical issue through mail, so account related issue is handled by Phone support team.
If you find you need further assistance on this, or any other issue, please don’t hesitate to let us know.
Regards,
Rohit
Electronic Arts – World Wide Customer Experience
02/24/12 at 06:55 am
YOU: Wow... this is really going in circles isn't it? I am not going to spend $50.00 to be on the phone with you guys for 20 minutes and possibly not even resolve the problem with YOUR licensing system. That's just retarded! If you need to speak to me about this, then you call me on +61 XXX XXX XXX.
02/25/12 at 04:05 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I apologize for the inconvenience you have experienced. I genuinely appreciate your efforts in getting this resolved. I assure you my continual support in this.I completely understand how you feel.
I have reviewed your email and found that you are facing issue with Rock Band 1 export code. Please note that the PSN code are region specific. Please make sure you are using the code for the same region you have purchased it from or please make an account of the same region you have purchased the code from and try to download it.
We at Electronic Arts appreciate your efforts and involvement in our Games and take this opportunity to express our gratitude and extend support throughout. Please feel free to get in touch with us anytime. Also, please access our online knowledge base on: http://help.ea.com/
Sincerely,
Rohit
Electronic Arts- World Wide Customer Experience
02/25/12 at 05:08 am
YOU: Seriously? We're going in circles!
There was no code. The export license was purchased from the PSN Store. The account, game, all DLC and the purchased export license are ALL from the Australian Region.
I would be happy to try entering a new code and seeing if that helps, but the code given above (way above) appears to be wrong.
02/25/12 at 12:53 pm
ADVISOR: Hello John,
Thank you for contacting Electronic Arts again.
I understand the value of your time and appreciate your patience and cooperation. I am escalating your concern to the higher department so that you can get the better solution because upgrading the account worked for many players in the past. It must be frustrating for you but your patience will be highly appreciated. Our expert will contact you within 24 to 48 hours.
If you have any further questions or concerns please reply to this email, contact via 24x7 chat support or browse our extensive knowledge base online at http://help.ea.com.
Regards,
Vipul
Electronic Arts- World Wide Customer Experience
02/26/12 at 05:01 pm
YOU: Hello. It has been a week since I have had contact regarding this case. Could somebody contact me with regards to this please? I have a game system that between console, guitars, drums, microphones, games and DLC I have spent about $1500.00 expressly for the purpose of playing Rock Band on that I CAN'T PLAY.
I have (again) tried clearing everything Rock Band related off the console and reinstalling/redownloading from scratch, but I still get the same result.
I would even try buying another export license, except I don't think the PSN works that way, and I don't really think it would help.
Perhaps we could try a code? I'm doubtful that will work either, but it's worth a try. Sahil (way above) gave me a code, but it appeared to be incorrect.
03/03/12 at 02:26 am
YOU: Hello. It has been over two weeks since I have had contact regarding this case. What's the plan here?
03/12/12 at 11:43 pm
YOU: Hmmm... One month since anyone from EA has had anything to say about this.
I'll have to pass the transcription of this to the Penny Arcade guys. LOL.
03/26/12 at 12:24 pm
YOU: What is it now? Case has been open for two months with no help whatsoever and almost five weeks since the last useless contact?
Draxonic on
0
Posts
ed: also, getting flagged for being abusive toward customer service reps or just generally being belligerent is a really good way to get your request kicked to the bottom of their priority queue.
that's why we call it the struggle, you're supposed to sweat
that's why we call it the struggle, you're supposed to sweat
edit: for clarification, it looks like the number EA support gave him specifically for Australians is not an Australian number, so he would still have to pay international rates
does EA's austrailian support really charge 2.50 a minute?
that's why we call it the struggle, you're supposed to sweat
I would write a new ticket and not refer to your previous conversation.
Describe your problem as detailed as possible, giving all the relevant info. Keep it simple, don't talk about your frustration, just give them all they might need step by step.
Keep it professional, be friendly and polite.
Refrain from using words and phrases like "retarded" and "epic fail", this will cause people to not want to help you because it makes you sound like a very unpleasant person.
Be firm about not wanting to make a phonecall if they once more insist on it, because that really won't be worth it if they charge that much. They should really have ways to do this without having to make calls, in my case I gave the support guy remote viewing access to my PC and showed him the mail I got when I subscribed to the game.
Apparently so. What really puts me off calling them is the thought that I'd probably wait in a queue for 10 minutes before even speaking to anyone and that would cost me five times as much as the export licence itself!
Thanks for the advice people. I did actually post a twitter comment and Harmonix has asked me what's going on, but when I logged a call with them, they told me they couldn't help me with licencing issues and that I had to contact EA.
Yeah, this. I know it's frustrating, but remember they're just cogs who are just doing their job, and are often forced to go through stupid scripts even if they know what the issue is.
Can you use Google Voice (available in AUS?) or Skype or anything to minimize the cost?
Of course, and I would be quite happy to, but it is not something that they seem to offer, which is quite astounding. I even mentioned it my dealings with them:
There's no way it can benefit you, either; does anybody think the dude that just got called pathetic is now likely to provide better support?
Resubmitting the ticket is probably the way to go; you might get lucky and get a rep that goes the extra mile to figure it out for you. Another option is to ask (again, politely) to have your ticket elevated to a supervisor, or to conflict resolution. Which isn't guaranteed to provide a fix, but again is more likely to put it in the hands of somebody who actually has the ability to edit your account and solve the problem.
that's why we call it the struggle, you're supposed to sweat
ADVISOR: Hello John,
Thank you for contacting Electronic Arts Customer Support. I do apologize for any delay in my response. Thank you for your reply.
I have reviewed the previous corrispondence and I do apologize that this issue has not been Resolved as of yet. Unfortunately, we no longer have any Rock Band 1 Export Codes to provide you with. Again, I apologize that you were not informed of this sooner.
I am also including a 15% off discount code to our Origin Store(http://store.origin.com/). The code is good for 30 days on any of our many games other than pre-orders. The 15% off code is: XX-XXXXX-XXXXX-XXXXX-XXXXX
Should you require further assistance about this or any Electronic Arts game in the future, please visit our web site and review our extensive Self Help Knowledge base (http://support.ea.com).
Best Regards,
Cory S.
Electronic Arts – World Wide Customer Experience
05/03/12 at 05:49 pm
YOU: Thank you for responding Cory, but what you have told me is that I STILL HAVE A PROBLEM and the ONLY solution that has been proposed, which was proposed BY ME, is not available, so the product which I have spent IN EXCESS OF $2000.00 on is still not functioning correctly after having reported an issue over three months ago.
Your message, while being highly informative, is entirely unhelpful and although I have been given multiple discount codes for EA products, I am hardly likely to spend more money on EA products when the one I am interested in DOESN'T WORK.
Since I agree with you that what you're asking for is reasonable (even though it might be technically impossible at this point -- I don't know how license transfers are done on PS3s) I would recommend that you keep pressing, responding to each email in precise, clearly-worded explanations and requests. This last response from you is a good example of this. Some people might read your emphasis as too confrontational, but at this point, it sounds fairly reasonable to me.
Can Sony's PSN division help in any way? It might be a good idea to get them involved.
And that fails as well, do what has been suggested above: use social media. Post on your Facebook, on EA's Facebook, on Sony or PSN's Facebook, post on Twitter, Reddit, Digg, Consumerist... Make it worth their while to help you, by making it not worth their while to let you make bad publicity for them.
Speaking of Consumerist: there might be some executive contact info there that you can use to reach someone higher up. It doesn't always work, but when it does, things usually get moving pretty quickly.
Check out my new blog: http://50wordstories.ca
Also check out my old game design blog: http://stealmygamedesigns.blogspot.com
It seems that you were in touch with EAs indian tech support wich is quite infamous and in my opinion a future case study of failed outsourcing.
So, what you're saying is that your company has sold me a product that isn't fit for purpose and they cannot fix?
Isn't that illegal?
My (probably unpopular) advice: Dont buy EA games.
So, what you're saying is that your company has sold me a product that isn't fit for purpose and they cannot fix?
Isn't that illegal?
[/quote]
First of all ,my company? I wish
I recommend sending a message via twitter or facebook with the whole "five weeks and no help from the customer service" department, that's gotten me some success in the past.
ADVISOR: Hello John,
Thank you for contacting Electronic Arts Customer Support regarding Rock Band. I do apologize for any delay in my response. Your issue has been forwarded to our Escalation Team for resolution and I have been assigned to your issue and would be happy to assist you in this matter. As a gamer myself, I understand how frustrating an invalid code can be.
Unfortunately, as Cory explained, we no longer have access to the export codes for Rock Band. If they were available, you would have a new one right now.
If you need further assistance please reply to this e-mail or contact us at the number below. Also a good link for some additional troubleshooting steps can be found at www.support.ea.com.
Best Regards,
Dagan B.
Electronic Arts Customer Support.
(650)628-1001
05/10/12 at 07:59 pm
YOU: I got an email stating that you haven't heard from me in a while, which is not correct. I thought I'd better log a comment. I don't want this case closed without a solution on the incorrect pretext that I have been incommunicado.
05/14/12 at 12:07 am
ADVISOR: Hello John,
Thank you for contacting Electronic Arts regarding Rock Band.
As explained by previous agents, we do not have the export code for the original game anymore. Our tools do not allow us access to such codes, and thus we are unable to provide you a new one.
I sincerely apologize for this, and if you have any questions for me I would be more than happy to help.
Warmest regards,
Kasai O.
EA Customer Experience
05/28/12 at 11:23 pm
YOU: Yes I absolutely have a question for you How do we fix it?
Today marks four months since I reported this and so far there has been nothing suggested that I hadnt already tried myself over four moths ago
05/30/12 at 12:52 pm
ADVISOR: Hello John,
I apologize once again for the miscommunication and the lack of thorough support thus far. I checked the Rock Band website and found this snippet of information that may resolve your issue:
"Exporting Songs from the original Rock Band (Xbox 360/PlayStation®3)*:
-Load up Rock Band and select "Options" from the Main Menu.
-Select "Export Songs."
-If you have not purchased a license to export the
songs, you'll see a prompt to "Purchase License."
-You'll need to purchase and download the Rock
Band Song Export Key to export your Rock Band
tracks.
-Once the download completes, select Continue. On
Xbox 360, you’ll need to determine where you'd like
to save your exported songs."
*Found at this link: http://www.rockband.com/support/export-rock-band#exportrockband*
Have you already attempted the above instructions? The notes I have do not show whether this walkthrough had been attempted already.
Thank you for your patience once again, and I look forward to your response.
All the best,
Kasai O.
EA Customer Experience
05/30/12 at 02:22 pm
YOU: Kasai,
As per my message above 01/31/12 at 12:47 pm
This has been attempted so many times that theres no way I could keep count
So far EA has done nothing except to ask me to do the damn obvious multiple times and offer me discount codes for the Origin store which I dont want
05/31/12 at 12:45 am
ADVISOR: Greetings John,
I apologize that you have been having problems and I wanted make sure I have everything organized together in this thread. I will be taking over the case and I am sorry if I am asking for information that you have provided before.
Please let me know the issue that you are having with as much detail as you can provide:
What you have already done to help resolve the issue:
When did the issue begin:
I will work with you to get a resolution to the issue and thank you for providing the information that you can. If there are no issues you don’t need to reply to this email.
Thank you,
Jared M
Game Expert
Electronic Arts
06/08/12 at 07:18 pm
YOU: What you have already done to help resolve the issue:
The data for Rock Band has been removed from the PlayStation and reinstalled The export license has been re-downloaded and it has been attempted to export the
tracks again Every time it comes up with the prompt to buy an export license which I already own and have downloaded This has been repeated many times The user profile has also been deleted and recreated The entire PlayStation has been reset to factory defaults and had everything reinstalled
When did the issue begin:
The issue began when I purchased a new PlayStation to replace a broken one The broken one was disposed of and the account for it deactivated at httpwwwsonyentertainmentnetworkcom All of the purchases including the Rock Band 1 export license and Rock Band 2 track pack were downloaded to the replacement PlayStation but the Rock Band 1 tracks will not export
Hey is there a Rock Band 1 track pack like there is for Rock Band 2 If there is that could totally negate the problem
06/10/12 at 03:28 am
ADVISOR: John,
Thank you for your reply. I have been researching your issue and want to make sure I have all the information on what you see and experience.
Can you please walk me through the process of where you got the code you are using and where you go in the Playstation to try to redeem and export the content? The more information you can give me the better.
I found the follow forum post that I thought may prove helpful, and if it does not, please let me know how your issue is different. Thank you.
http://www.rockband.com/forums/showthread.php?t=213980&page=1
Jared M
Game Expert
Electronic Arts
06/11/12 at 03:23 pm
YOU: I didn't get a code. I purchased the Rock Band Export License off the PSN Store.
To try and export the content, I load up Rockband and go to the export menu item.
It's hilarious that you're pointing me to that forum thread, as I'm Draxonic. I posted in that thread FIVE MONTHS AGO and there are no answers there.
06/14/12 at 04:31 am
YOU: So...
1. Sahil
2. Raymond M.
3. Amit
4. Anirudh
5. Rohit
6. Nishant
7. Vipul
8. Cory S.
9. Dagan B.
10. Kassai O.
11. Jared M.
...Just keeping count.
06/19/12 at 01:11 pm
You've got three options as far as I can see.
1) Deal with it. It sucks, you're out some cash, and you know not to buy their products anymore. It's soon to be a 5 year old game and EA is notorious for shutting down servers on old games all the time. Typically this is just for their multiplayer stuff, but they cut costs where they see fit. I'm not agreeing with them, but they've made it pretty clear that they can't give you a code.
2) Keep going through support, and instead of trying to get a code you'll never get, see if they'll give you equal credit toward one of their newer rock band games so you can buy some of your songs back on that platform, or get some new music.
3) Take them to small claims court and see what happens from there. You'll probably lose, you might win, they might not pay. Who knows.
ADVISOR: John,
Thank you for your patience. I am still resarching your issue.
In the meantime, please check the following link:
http://harmonixmusic.parature.com/ics/support/KBAnswer.asp?questionID=105&hitOffset=229+228+214+213+200+199+188+187+186+160+159+157+149+148+116+115+112+111+109+97+89+56+45+35+34+27+26+23+22+19+12+11+8+7+4&docID=439
Regards,
Jared M
Game Expert
Electronic Arts
06/20/12 at 03:31 pm
YOU: Giving me instructions for the process that is not working and that I have been referred to multiple times is not going to solve this problem.
06/23/12 at 03:34 pm
ADVISOR: Greetings John,
I am very sorry for the length of time it has taken for issue to be open. After thoroughly researching this issue, I have concluded that we no longer have the necessary codes in order to best assist you with your issue.
In order to get assistance with the song transfers from Rock Band to Rock Band 3, please click the link below and open a support ticket with Harmonix:
http://harmonixmusic.parature.com/ics/support/default.asp?deptID=16097
Again, I understand this is not what you had hoped for as a resolution. I apologize and thank you for understanding.
Jared M
Game Expert
Electronic Arts
[Case Closed]