devtrackers.gg
So where do I start? Let's start with how EA always start their email responses with optimism and how they make you feel valued and special, and as though you actually matter:
28 Feb "You do not need to worry. I will do my best to solve out/provide you the best possible information."29 Feb "Please don't worry, I will do my best to help you with the issue."4 Mar "...rest assured you're now through to the dedicated mobile support team."5 Mar "I can understand that must be very upsetting for you. Do not worry I will help you in all possible ways."7 Mar " I'll try my best to address your concern."18 Apr "I am with the Specialist team here at EA Help." "...do not worry we will try and figure this out for you."
Phone support? Well that sure as hell didn't seem like an option after being on the phone for 1h 52mins without speaking to an actual advisor/tech support person before my call got dropped... and again I was advised on the phone that my issue would be resolved TODAY before the call was supposedly transferred to the right department. I was feeling very optimistic since my call was initially answered by an operator in only a few minutes.
Now between all that garbage, I've been made to run around in circles, asked to repeat what I've already done successfully (such as securing my accounts), moving from one consultant/advisor to another, never speaking to the same person twice, and not to mention that if I ask questions they tend to go unanswered or they are answered in an incredibly unsatisfactory manner.
Almost 2 months ago my account (>5m GP) got hacked, my guild got disbanded, my in-game name changed to stole account, over 4000 crystals were wasted, my unassigned mods sold and mods reassigned between toons. I changed all my passwords, enabled 2FA across the board, disconnected from FB, yet it was still getting hacked after all that and CG refused to investigate the breach and make good on the damages suffered to both me and my guild which was close to 210m GP strong at the time. They seem to just keep avoiding the issue completely. The hacker was clearly entertained with changing my name and constantly making me leave my guild to the point that I could no longer join my guild for 24 hours.
My Officer had to create a new guild and get everybody back in, we've had to redo T6 of all raids before doing Heroic again, lost all our accumulated Raid Tickets, been forced to do HPit 50 times again before we are able to Sim it again and lost Guild Tokens and TW rewards along the way, not to mention my guild name has not yet been restored either.
I have been advised by EA that they can help with the guild, yet they never do. My emails to them go unanswered, or simply disregarded. Amazing how they can keep me hanging for so long, tell me to not keep contacting them because then the case's escalation will have to be re-escalated and the waiting period reset, but that was over 1 month ago. Now they turn to me and have the audacity to say "I'm afraid we would not be able to revert this account link. We no longer have the ability to do so. I apologize for any inconvenience this may have caused." and call it case closed? They haven't responded to me for 6 days now again. When I was chasing them relentlessly they told me to back off and be patient, and then after they say they no longer have the ability to help me. Go figure.
I consequences I have suffered because of this have been enormous, this just shows me that customer/technical support really does not exist for this game. The forums even suggest reaching out directly to CG_SBCrumb when it comes to hacking incidences yet I have never received a reply from him not once, despite several 1 liner follow ups. It does appear though that he has requested EA to look at my case (unless it was just a coincidence that they reached out) however that too has gone nowhere and my response was ignored. Customer Experience does not exist when it comes to SWGOH. I've been hanging by a thread as far as my participation in this game goes because of this treatment, have not spent a dime since my account became compromised and have not been told how this is so and not received any reassurance this will not happen again, or been compensated for it.
Thank you CG, your actions have resulted in the potential loss of yet another loyal supporter and advocate for the franchise. Whether this goes ahead is up to you. The friends I've made in this community are the only reason why my participation is still hanging by a thread, but if this does not get resolved, and soon, then even they will not be able to keep me here for much longer. Do you care?
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