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. Â Customer Service is NEVER something you should outsource. Â I don’t care how expensive it is to your company. Â I don’t care if it’s your core competence or not. Â Support your products or leave the space. Â When a customer like me experiences poor customer service I tell people. Â I tell a LOT of people. Â I takeÂ what could have been an easy, cheap fix on your part and turn it into the most costly and unforgiving experience possible. Â Let’s begin.
Problem: The Origin client and website seem to think I am in Europe. Â This problem is new as of today. Â Graev and I are both having the issue on different accounts and difference computers. Â Clearly it’s an ISP/IP issue. Â I went to the new support forum thing that’s in beta and their community manager promptly responded telling me to flush my DNS. Â Fine. I did that. Â Didn’t work. Â Community manager told me to use the contact page and speak with an ‘advisor’.
Is this acceptable customer support, EA? Â The first ‘advisor’Â wanted me to disable UAC and to try buying something in Euros anyway just to test it. Â The second guyÂ … screw it. Â Have a look for yourself.
Halfway through the conversation he just abandons me. Â I waited for 15 minutes for another ‘advisor’ to show up.
Here’s the next agent. Â 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. Â I will likely cancel the two products I have pre-ordered through Origin and seek another vendor or game entirely. Â What an absolute shame.
I haveÂ case numbers available upon request.
Customer Service Done Right
I have so much respect for good customer service agents. Â 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. Â I’ve tweeted and even called some companies to commend their CSRs by name. Â I take those annoying followup surveys. Â 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. Â 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. Â DISH Network and Time Warner Cable have also been amazing to me. Â 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. Â I’ll stay at DISHÂ 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. Â I may pay you $60 for a game, or $15 a month. Â Â That seems so insignificant compared to the big picture, but if you treat one person poorly, like EA treated me,Â you can bet it’s not just an isolated incident. Â 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.