I had an awful experience tonight with EA’s customer service, and the whole ordeal got me thinking about how much value I place on the entire customer service experience. Customer Service is NEVER something you should outsource. I don’t care how expensive it is to your company. I don’t care if it’s your core competence or not. Support your products or leave the space. When a customer like me experiences poor customer service I tell people. I tell a LOT of people. I take what could have been an easy, cheap fix on your part and turn it into the most costly and unforgiving experience possible. Let’s begin.
Problem: The Origin client and website seem to think I am in Europe. This problem is new as of today. Graev and I are both having the issue on different accounts and difference computers. Clearly it’s an ISP/IP issue. I went to the new support forum thing that’s in beta and their community manager promptly responded telling me to flush my DNS. Fine. I did that. Didn’t work. Community manager told me to use the contact page and speak with an ‘advisor’.
Is this acceptable customer support, EA? The first ‘advisor’ wanted me to disable UAC and to try buying something in Euros anyway just to test it. The second guy … screw it. Have a look for yourself.
Halfway through the conversation he just abandons me. I waited for 15 minutes for another ‘advisor’ to show up.
Here’s the next agent. This just keeps getting better and better.
So now, before I go wait in the phone tree, I’ve come to let you all know that you should avoid buying any product from EA if customer service matters to you. I will likely cancel the two products I have pre-ordered through Origin and seek another vendor or game entirely. What an absolute shame.
I have case numbers available upon request.
Customer Service Done Right
I have so much respect for good customer service agents. They are the most under-appreciated and often most important role at a company. When I receive good customer service I go out of my way to let their supervisors know. I’ve tweeted and even called some companies to commend their CSRs by name. I take those annoying followup surveys. I reply to emails.
There’s a donut shop near my work that will often give me a donut for free when I come in for a Diet Coke; she’ll often just give me my entire order for free. The cost to them is negligible, but the lady who runs the place does so with a smile on her face and tries her darndest to let me know she somehow cares about my business. DISH Network and Time Warner Cable have also been amazing to me. Both of those companies have reps in their customer retention center who not only took the time to solve my problem but got me a better deal on my service. I’ll stay at DISH because of the woman on the phone, not because of the service.
I want to feel like you care about me giving you my money. I may pay you $60 for a game, or $15 a month. That seems so insignificant compared to the big picture, but if you treat one person poorly, like EA treated me, you can bet it’s not just an isolated incident. It’s indicative of a larger problem — one that will ultimately cost your company way more than had you just implemented what it took to put your customers first.