Looking for advice customer suport just mocked me :(

BIGDOG3 · 20-10-2008, 05:45 PM

Dunno what im suposed to do but i gave up for now playing warhammer both GOA and EA are mocking their customers !Here is my story for those that care :
So every time before i purchase online game i gather info about the avalible payment methods and what i found out is that visa electron would be avalible payment method once game is released so i went to the store and purchased the game. First month was ok everything ran fine till they added acount managment on october 9 th for the european version and then it turned out you can only pay with visa mastercard or american express at first i didnt got bothered because many online games only have the visa standart logo but it turned out Warhammer does not accept the visa electron even tho it was promised and answered in the common question section .So here is what i did next i contacted GOA europe support to say what my problem was and the result was this dear Customer,

Please file an appeal via the help form on war-europe.com/

For any further queries don't hesitate to contact us via the ingame Ticket system.

Kind Regards,
WAR European Customer Support Team
So i filled an e-mail yes e-mail imagine since they didnt even bother to put a support system on their site like the US EA representatives and here and it was answered to me :
Dear Customer,

Thank you for contacting us in relation to your query.

We regret to inform you that at the moment there's no option to buy subscription with Visa Electron. This option will be available soon.
At the moment you can use prepaid card, or other available card options.

Thank you for your interest in Warhammer Online: Age of Reckoning!

Kind Regards,
-----------------------------------------------
Warhammer Online European Billing Support

So i made a 2nd ticket asking when the other payment methods will be avalible turns out they only say soon and it was exactly the same text wich makes me conclude that they dont even bother with manual responce!
So my next step was conntacting EA support explaining the situation :
Greetings my acount is XXXXXXX im european player from Karak-Hirn server im unable to add my visa electron card as payment option and i submited a ticket with the Ticket ref: #868963 to wich was responded with this Warhammer Online : Age of Reckoning, Ticket ref: #868963
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3 days passed and nobody bothered to answer to the ticket even tho they state that all tickets will be answered within 24hours

So i made a 2nd ticket asking this :
Im curious is the customer suport regulary responds to tickets within 24 hours because my ticket now stays open for 3 days without anyone bothering to respond and my gametime runs out tomorow.You guys promised visa electron will be valid payment method but its now well you have 1 customer less to worry about now !!
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Then finally about 24hours later someone bothered to write responce and here is the next funny part of the story you judge it yourself

Response (EARepSheva)
10/17/2008 05:12 PM
Hi,

Thank you for contacting EA customer support.

I do understand that you are having trouble in playing your game online .

I would appreciate if you can specify the your concern in detail. If you're getting errors, please write down or copy and paste the error message exactly as it appears and send it to us at your earliest convenience. If you're not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you're trying to do when it happens, so that I can help you in a better way.

I look forward to your reply.

--------------------------------------------------------------------------------------------------
Customer
10/17/2008 09:57 PM
My problem is that i cannot use visa electron card to pay for my next 6 months of play even tho both EA and GOA stated that visa electron would be a valit payment method once the game goes live and continuing to dragg european players the acount managment only became live on 9th of october im european player and where i live credit cards are not very popular because they have killer intrest rates and european players already pay more for the game than ppl in UK and USA if i were to buy timecards thats roughly 15 euro a month and with the curent exchange rate its about 20$ monthly + i already inserted 100 euro into my visa electron card . What exacly im asking is when exactly are those payment methods promised before release going to be implemented cause in europe paying only with credit card is not very ordinary thing !
--------------------------------------------------------------------------------------------------
Response (EARepSheva)
10/18/2008 12:06 PM
Hi,

Thank you for contacting Electronic Arts.

If you have previously registered your game through our electronic registration site, then in order to assist you with this issue we will need the following information:

Your full name:
Your account name:
Secret Word
E-mail address listed on the account:
Alternate E-mail address:
Your registration code:
Your Date of Birth:
Your Zip code:

With this information, we will be able to assist you further.
--------------------------------------------------------------------------------------------
So what i did is to folow the instructions and provide all the details requested but i wonder lol why do they needed so much information wich btw is enough if they wanted to steal your acount!
Some assistance further lol 24hours later another GM picks up where this one ended and he didnt even bothered to read the previous parts of the ticket and here is what he wrote :
Response (EARepGalvin)
10/20/2008 08:23 AM
Greetings xxxx,

Thank you for contacting Electronic Arts.

If you are having trouble using your credit card then please check the following:

1. All credit card information is listed exactly as it appears on the credit card.
2. The credit card expiration date has not passed. (The card is still valid.)
3. The address listed matches what the credit card company has on file. (This is where you receive bills.)
4. The credit card or bank card has a MasterCard, Visa, Discover, or American Express logo on the card. (Regular debit cards will not work.)

If you have confirmed that all the information is accurately listed on the account then you will need to contact your credit card company regarding the issue. They could have a block for use on certain web sites, or they may have a hold on your account for some reason.

If the credit card company has confirmed that there is no issue and you continue to get errors, you may wish to wait 24 hrs before trying again and if it still doesn't work after that time you may wish to use a different credit card.
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Im curious to hear your opinion since it turns most of the customer support people do not bother to read what was ticket all about but they give automated responce dunno how this story looks to you but it shure does not look right to me

DaGrR · 25-11-2008, 03:50 PM

A little old... But still since nobody responded I'll give you my opinion.

I find it funny that you posted this all here when EA do not actually have anything to do with the payment plans of GoA.

GoA provide the servers for the European side of Warhammer Online with Mythic the US, as I'm sure you know. EA have nothing to do with the accounts of this game (at least not on the European side), that is down to GoA. Technically the only thing EA do is to provide (Mythic) funding and help making the game.

I do understand your problem though with wanting to use your Electron card and sympathise since I think I remember seeing them say Electron would be a payment method.

20-10-2008, 05:45 PM	#1 (permalink)
BIGDOG3 Rookie Join Date: May 2008 Posts: 6	Looking for advice customer suport just mocked me :( Dunno what im suposed to do but i gave up for now playing warhammer both GOA and EA are mocking their customers !Here is my story for those that care : So every time before i purchase online game i gather info about the avalible payment methods and what i found out is that visa electron would be avalible payment method once game is released so i went to the store and purchased the game. First month was ok everything ran fine till they added acount managment on october 9 th for the european version and then it turned out you can only pay with visa mastercard or american express at first i didnt got bothered because many online games only have the visa standart logo but it turned out Warhammer does not accept the visa electron even tho it was promised and answered in the common question section .So here is what i did next i contacted GOA europe support to say what my problem was and the result was this dear Customer, Please file an appeal via the help form on war-europe.com/ For any further queries don't hesitate to contact us via the ingame Ticket system. Kind Regards, WAR European Customer Support Team So i filled an e-mail yes e-mail imagine since they didnt even bother to put a support system on their site like the US EA representatives and here and it was answered to me : Dear Customer, Thank you for contacting us in relation to your query. We regret to inform you that at the moment there's no option to buy subscription with Visa Electron. This option will be available soon. At the moment you can use prepaid card, or other available card options. Thank you for your interest in Warhammer Online: Age of Reckoning! Kind Regards, ----------------------------------------------- Warhammer Online European Billing Support So i made a 2nd ticket asking when the other payment methods will be avalible turns out they only say soon and it was exactly the same text wich makes me conclude that they dont even bother with manual responce! So my next step was conntacting EA support explaining the situation : Greetings my acount is XXXXXXX im european player from Karak-Hirn server im unable to add my visa electron card as payment option and i submited a ticket with the Ticket ref: #868963 to wich was responded with this Warhammer Online : Age of Reckoning, Ticket ref: #868963 -------------------------------------------------------------------------------------------------- 3 days passed and nobody bothered to answer to the ticket even tho they state that all tickets will be answered within 24hours So i made a 2nd ticket asking this : Im curious is the customer suport regulary responds to tickets within 24 hours because my ticket now stays open for 3 days without anyone bothering to respond and my gametime runs out tomorow.You guys promised visa electron will be valid payment method but its now well you have 1 customer less to worry about now !! -------------------------------------------------------------------------------------------------- Then finally about 24hours later someone bothered to write responce and here is the next funny part of the story you judge it yourself Response (EARepSheva) 10/17/2008 05:12 PM Hi, Thank you for contacting EA customer support. I do understand that you are having trouble in playing your game online . I would appreciate if you can specify the your concern in detail. If you're getting errors, please write down or copy and paste the error message exactly as it appears and send it to us at your earliest convenience. If you're not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you're trying to do when it happens, so that I can help you in a better way. I look forward to your reply. -------------------------------------------------------------------------------------------------- Customer 10/17/2008 09:57 PM My problem is that i cannot use visa electron card to pay for my next 6 months of play even tho both EA and GOA stated that visa electron would be a valit payment method once the game goes live and continuing to dragg european players the acount managment only became live on 9th of october im european player and where i live credit cards are not very popular because they have killer intrest rates and european players already pay more for the game than ppl in UK and USA if i were to buy timecards thats roughly 15 euro a month and with the curent exchange rate its about 20$ monthly + i already inserted 100 euro into my visa electron card . What exacly im asking is when exactly are those payment methods promised before release going to be implemented cause in europe paying only with credit card is not very ordinary thing ! -------------------------------------------------------------------------------------------------- Response (EARepSheva) 10/18/2008 12:06 PM Hi, Thank you for contacting Electronic Arts. If you have previously registered your game through our electronic registration site, then in order to assist you with this issue we will need the following information: Your full name: Your account name: Secret Word E-mail address listed on the account: Alternate E-mail address: Your registration code: Your Date of Birth: Your Zip code: With this information, we will be able to assist you further. -------------------------------------------------------------------------------------------- So what i did is to folow the instructions and provide all the details requested but i wonder lol why do they needed so much information wich btw is enough if they wanted to steal your acount! Some assistance further lol 24hours later another GM picks up where this one ended and he didnt even bothered to read the previous parts of the ticket and here is what he wrote : Response (EARepGalvin) 10/20/2008 08:23 AM Greetings xxxx, Thank you for contacting Electronic Arts. If you are having trouble using your credit card then please check the following: 1. All credit card information is listed exactly as it appears on the credit card. 2. The credit card expiration date has not passed. (The card is still valid.) 3. The address listed matches what the credit card company has on file. (This is where you receive bills.) 4. The credit card or bank card has a MasterCard, Visa, Discover, or American Express logo on the card. (Regular debit cards will not work.) If you have confirmed that all the information is accurately listed on the account then you will need to contact your credit card company regarding the issue. They could have a block for use on certain web sites, or they may have a hold on your account for some reason. If the credit card company has confirmed that there is no issue and you continue to get errors, you may wish to wait 24 hrs before trying again and if it still doesn't work after that time you may wish to use a different credit card. -------------------------------------------------------------------------------------------------- Im curious to hear your opinion since it turns most of the customer support people do not bother to read what was ticket all about but they give automated responce dunno how this story looks to you but it shure does not look right to me

25-11-2008, 03:50 PM	#2 (permalink)
DaGrR Rookie Join Date: Nov 2008 Location: Inbetween Places Age: 22 Gender: Male Posts: 240	A little old... But still since nobody responded I'll give you my opinion. I find it funny that you posted this all here when EA do not actually have anything to do with the payment plans of GoA. GoA provide the servers for the European side of Warhammer Online with Mythic the US, as I'm sure you know. EA have nothing to do with the accounts of this game (at least not on the European side), that is down to GoA. Technically the only thing EA do is to provide (Mythic) funding and help making the game. I do understand your problem though with wanting to use your Electron card and sympathise since I think I remember seeing them say Electron would be a payment method.