EA Support just DELETED my L50 BC2 Character, then hung up on me.

DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

The cheeky fellows!
 
With ALL the headaches of trying to make customers satisfied, let alone happy, I don't know why EA even bothered with Origin and didn't just let Steam be the primary platform for BF3. Everything they're doing with Origin takes a lot of money and is only creating bad blood with paying customers. They claimed they didn't want to be on Steam "because we want to interact with our customers directly"... well, guess what... you're doing a TERRIBLE job of it fucktards.
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

Im sorry but....LOL.
 
I know EA is a pretty big target and they get their share of justified criticism but from my view, I only have 1 really issue with what happened and that is that an obviously new CSR had the power to do something so drastic and (apparently) so irreversible without some kind additional supervisor login required. As someone who used to work on networks, messaging and authentication, this is kind of shocking.

Beyond that, I was actually quite satisfied with the efforts of the staff to try to take care of the problem:

1. They were patient. Their phones were overloaded and the rep I spoke to said he works from 8am to 1am (due to the BF3 launch). Despite the fact that it took well over an hour to get a supervisor, he stayed on the phone, didn't rush me, didn't make me feel like he needed to get the call turned over or try to push me off the phone with a "we'll look into it" stance.

2. Both the CSR and the supervisor were very concerned, aghast and personally outraged that the one guy did that. A lot of places might give you the "yeah, too bad buddy, stuff happens" line and send you on your way. That's what I got from ArenaNet when my Guild Wars account was hacked and plundered (along with hundreds of others a couple years ago). It was pretty much "we recovered your account, now thank us and smile - oh you want all your stuff back? stop being crazy!".

I really can't stand it when you talk to a rep on the phone and they sound like robots and read from the script "MegaCorp would like to apologize for the loss of your 675 hour character and we hope this will not discourage you from spending more money with us in the future." Sometimes you can't fix things, I am a grown up, I realize that, but if people can't just be real about it and agree that it sucks and that it's wrong and kind of crazy and sympathize, then that makes me angry.

So while I am a little bummed about my BC2 character, one of my friends had a point last night when he said "I'm never going to play that again". And really, why would I? Everyone I play with has moved on. If it had happened when I was like level 48 and BC3 was not out yet, I would probably feel different about it.

So again, other than giving a person with poor judgement a bit too much power over my "persona", I think EA has done everything they could do to make it right and while I am still hopeful they will recover what they deleted, they handled it much better than I expected.
 
I find it funny that with the OP being so adult and reasonable about this, so many completely unrelated people are so much more upset about something they apparently weren't going to buy anyway.
 
They gave you BF3 LE and Crysis 2 free for your trouble?

May EA smite me by deleting my BC2 character.
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

Hey its EA, what did you expect?
 
DoubleTap said:
So while I am a little bummed about my BC2 character, one of my friends had a point last night when he said "I'm never going to play that again". And really, why would I? Everyone I play with has moved on. If it had happened when I was like level 48 and BC3 was not out yet, I would probably feel different about it.
Click to expand...
I was originally gonna post that up and say who cares about bc2 with bf3 here. But that still doesn't correct that csr's mistake.

TwistedAegis said:
I find it funny that with the OP being so adult and reasonable about this, so many completely unrelated people are so much more upset about something they apparently weren't going to buy anyway.
Click to expand...
amen, same goes for all the apple threads (you weren't gonna buy it so why even comment on it, no one cares about your opinion) and for the origin vs steam thread (you don't plan on using origin so stfu). /sigh.
i'm noticing a huge trend in [h] posters lately and I don't see it ending anytime soon which is a shame. either that or i'm starting to notice even more just how whiney and bitchy people actually are.
maybe I have assburgers..
 
It sucks but I wouldn't mind, since I won't be playing that game anymore.

Glad you made them pay and argued your way to getting free games :).
 
It's pretty nice they gave you other keys, but how much time did you end up wasting on the phone?
 
DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

Great Scott!
 
Wow you get 2 free games. EA really fucking sucks! :rolleyes:

By the way, check BFBC2, there are maybe 30 servers in total.
 
eurin said:
It's pretty nice they gave you other keys, but how much time did you end up wasting on the phone?
Click to expand...

Too much time but when stuff like that happens, my MO is to be patient and nice, but unrelenting until it's fixed.

It was a net loss when viewed through the lens of time for dollars.

I honestly doubt I will every play Crysis 2 - I was interested in the new NFS Drive game, but it's not out so they couldn't send me a key.
 
holy crap! that is just insane to do that, but i think if he really deleted it its gone i dont think they can re-roll a deleted char accident or not.. who knows i would kill them if this happend to me...
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

First world problems...

But seriously that does suck OP, just focus all of your rage and disappointment into BF3, and it will all be better
 
xFuryofFivex said:
Why because you cant call and bitch?
This system makes it so the babies cant call every 5 minutes crying about their problem not being resolved as if they are the only person in the world that exists...(coming from a lowly helpdesk peon)

I myself prefer to not be forced to speak to a person sometimes. I like to email a ticket in and wait. but thats just me.You can't possibly say you have nothing else to do while you wait. Typically their pretty good about getting back to you the same day, if not in a few hours.
Click to expand...

With Origin, you have both options. A phone call is preferable to many, and often yields better results, while for less-important issues you're still able to email. Steam support frankly isn't good.


-----

P.S. Why is everyone quoting all of the logs?
 
Roliath said:
I was originally gonna post that up and say who cares about bc2 with bf3 here. But that still doesn't correct that csr's mistake.


amen, same goes for all the apple threads (you weren't gonna buy it so why even comment on it, no one cares about your opinion) and for the origin vs steam thread (you don't plan on using origin so stfu). /sigh.
i'm noticing a huge trend in [h] posters lately and I don't see it ending anytime soon which is a shame. either that or i'm starting to notice even more just how whiney and bitchy people actually are.
maybe I have assburgers..
Click to expand...

motivationalpostercommo.jpg
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

holy Toledo
 
That sure is a lot of time spent on a character with horrible stats.
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

SCALLYWAGS!
 
I know it's not the point, I just can't believe someone could spend fucking 700 hours playing one game and never become good at it.
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

ZOINKS!!
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...
DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...
Insensitive clods! Hooligans! Papshmears! Nincompoops!
 
AceCR42 said:
I know it's not the point, I just can't believe someone could spend fucking 700 hours playing one game and never become good at it.
Click to expand...

I think I have become pretty good at Hardcore SQDM which I play when it's just me, but friends and family drag me into Normal mode Rush/CQ where I am below average.

It really does not matter though, I enjoy the game and the loss of your stats/character is not mitigated by being below average.
 
I'm glad they did something for you. It doesn't make it right but atleast they are trying something. It's also good to see somebody handle this in an adult manner. It's probably why they were willing to help you out. For every one adult oriented call the csr probably handles 1000 kids screaming at them. Keep that in mind other posters who are reading and ranting. Actually trying to work with a csr can make them want to help you, instead of throwing a tantrum. And no I'm not a csr anywhere and rarely deal with the public in my job.

I don't know the suituation but thought that maybe if the csr was new he maybe didn't mean to hang up. Sometimes those huge phone systems can be quite complicated. We just changed phone systems at my work and it's a nightmare. I doesn't make it right and they should have some way to call you back I'm sure but maybe the csr got quiet because he was looking up how to transfer the call to escalate it to a supervisor and then hung up because he transfered it wrong.

Anyways it still sucks but I'm glad you've come to an outcome that satisfies you somewhat.
 
bigbadgreen said:
I'm glad they did something for you. It doesn't make it right but atleast they are trying something. It's also good to see somebody handle this in an adult manner. It's probably why they were willing to help you out. For every one adult oriented call the csr probably handles 1000 kids screaming at them. Keep that in mind other posters who are reading and ranting. Actually trying to work with a csr can make them want to help you, instead of throwing a tantrum. And no I'm not a csr anywhere and rarely deal with the public in my job.

I don't know the suituation but thought that maybe if the csr was new he maybe didn't mean to hang up. Sometimes those huge phone systems can be quite complicated. We just changed phone systems at my work and it's a nightmare. I doesn't make it right and they should have some way to call you back I'm sure but maybe the csr got quiet because he was looking up how to transfer the call to escalate it to a supervisor and then hung up because he transfered it wrong.

Anyways it still sucks but I'm glad you've come to an outcome that satisfies you somewhat.
Click to expand...

To be fair, what you are describing is possible and I did consider that. However, he did not say anything like "let me see if I can get a supervisor" or "let me see if I can transfer you" and when I called back, the second CSR just put me on mute and had the supervisor come over and assume the phone call. Also, the second CSR was not able to find any notes from the guy that hung up on me - apparently the case could have still been open, but when I talked to the supervisor, he seemed to be under the impression, after looking at the system record, that the hangup was not accidental and he opened an investigation.

You do make a good point though - whenever you are negotiating, you are always better off sticking to the facts and not trying to assume any motivation not supported by evidence. If I had tried to characterize the first guy as malicious, then I look like someone who is not reasonable and attempting to distort what happened for the obvious purpose of a "payoff". We have all seen these people and they are not reasonable because they clearly have an agenda.

When you stick with "this is what happened and I don't like the outcome" and then assume a collaborative position "how can we fix this?", more often than not, you will find people willing to bend over backwards to make it right.

I really don't understand why this approach is so foreign to such a large portion of the population. Culturally, Americans tend prefer outcomes that reward good people and punish bad people and given the chance, people will gladly do their part to ensure these outcomes. When you act like a jerk, you will have people gaming the rules to find any loophole or excuse they can find to ensure you get what you deserve, but if people like you and think you are OK, they will bend any rule and make any exception they can get away with to restore balance to the universe.
 
Am I the only one who gets annoyed with people quoting two screens worth of text to make a single word replay?
 
DoubleTap said:
I called EA support because my BF3 / Origin name is not the same as my main Character in Bad Company 2. I play on the same half dozen servers and a loose knit group of familiar Squad DM players. I keep seeing some of them in BF3, but nobody recognizes me.

First I tried the online name changer and it said every iteration of my BC2 name was unavailable.

So I call support and talk to the guy - who was pretty nice, and he tried to change my name and he said "oh, it's taken" - I said, it's probably taken by me.

So he goes "ok, I am going to try something - I hope it does not screw anything up"

"ok, as long as you can unscrew it"

Well, what he did was delete my BC2 character to try to free up the name.

I got kind of worried when he told me that so I tried to login - nope, GONE.

Then he tells me - hmm, I still cant change your Origin name, just pick a new one.

Wait? You just deleted my BC2 character, you tell me you can't get it back and you can't even change my name now? this is not OK, you can't just do that - we need to escalate this and get it fixed because I am extremely upset".

Yes, I do talk like that, even when I am really angry.

Then the guy got really quiet and hung up on me.

I can't believe their people could do something like that without some safeguards.
Click to expand...

DoubleTap said:
Well I had started a chat request at the same time I dialed in, they answered at the same time but the chat guy took forever to say anything

So chat guy was still online after phone guy hung up:


Justin: Are you in contact with phone support?

you: Justin

you: the phone guy just Deleted my Bad Company 2 character and hung up on me

Justin: Ok, what is the name of that persona, I will try to look it up.

you: it was XXXXXXXXXX

you: he said he deleted it to try to let me use it for my Origin name, but he just deleted my character that I played for 1000 hours

Justin: I looked that up, it only comes up as a bfheroes_web persona.

you: it does not come up because he DELETED MY BAD COMPANY 2 CHARACTER

you: http://bfbcs.com/stats_pc/XXXXXXXXXXX

you: you can see at that link - it exists - or it did until 10 minutess ago but its still in the stats database

Justin: Ok, I am going to check the case numbers, to try to find the documentation from phone support.

you: I asked for escalation and he hung up on me

you: I asked him to undelete my BC2 character, and he said he couldn't do that

Justin: Ok, I am going to look up the documentation, bear with me.

you: thanks, I am extremely distraught

you: it took me a year and a half to get to level 50 and he deleted it and said he cant recover it.

you: I really can't believe he just did that, I am freaking out about this

Justin: After looking at the documentation, the agent removed a persona, that would not remove a character.

you: well, I logged into Bad Company 2 while I was on the phone with him - that character is DELETED from Bad Company 2

you: and in my EA profile, it shows 2 other "personas" which are my 2 other characters in Bad Company 2

you: so I do believe that the persona is the character

you: can you escalate this and have a manager call me?

Justin: Ok, I will look in to this for you.
Click to expand...

cgrant26 said:
Am I the only one who gets annoyed with people quoting two screens worth of text to make a single word replay?
Click to expand...

Fo Reals? U mad bro?
 
One time, I asked the EA support to fix my veteran status so I can unlock the M1 garand (even though I have not owned any other BF games). I asked them and they said their system was down, I waited about an hour just to reach their chat. I was pretty pissed I had to chat with them again, but then I checked my veteran status on their website and got it up to 5. I don't know but this proves that they do not know what they are doing. His name was foreign too.
 
You must log in or register to reply here.
Back
Top