SuperTr00p3r
11-30-2007, 01:49 AM
I'm writing this post while sitting on hold with EA while they try to figure out what lame answer to give me next...this is actually getting pretty amusing.
I requested (like almost everyone on these forums) a new guitar and drum set exactly one week ago (11/23) and did the whole thing where I give them my credit card number. So I patiently wait until Tuesday, and after not seeing an update on the UPS site I decide to give them a call and find out what's going on. They advise me on Tuesday that both of my packages have shipped. When asked why the UPS site did not reflect that, they gave me the canned response, that EVERYONE has received, that it takes 24-48 hours to update and that due to the holiday season that UPS is really busy, yadda, yadda, yadda.
So I watch my mailbox like I'm waiting for nudie magazine day, still to package. I check the UPS site.....Billing info received. Finally Friday arrives, and after getting more and more furious reading posts with my identical situaion, I call their "customer support" again.
First guy I talk to tells me that they have been shipped and that I should be receiving them. After going round and round with him, telling him that I received the same response on Tuesday, he then starts to attempt to tell me that they could simply be on a semi-trailer outside of the shipping facility, not hooked up to a semi, and not yet picked up by UPS. I keep telling him that I was told it was shipped on Tuesday, and he once again puts the blame onto UPS.
After being fed up with the blame getting put onto UPS, I decide to cut EA off at the knees and actually call UPS. The lady from UPS tells me that neither of the packages have been shipped and that UPS DOES NOT HAVE THEM. In a further attempt to build my case, I ask her how long it takes for the website to update, and she tells me, and I quote...."almost instantly", and in rare cases it might update at the end of the business day. When I ask her about the 24-48 hours she tells me ABSOLUTELY NOT!
So I proceed to call EA back, by now having the stupid telephone prompts memorized, and speak to another rep, who insists that my drums have shipped, but then tells me that by guitar is listed as "label printed". I tell her that UPS does NOT have the drums, and we spend five minutes going in circles as she is trying to tell me that they do. She then speaks to one of her managers to get to the bottom of this, and she returns to tell me that her manager told her that if the drums were shipped today that it would take 12 hours for UPS to show it. I once again tell her that I was told on TUESDAY that they were shipped, and that TUESDAY was over 72 hours ago, and that it doesn't take 72 HOURS to update...and once again insisting that UPS DOES NOT have my packages. She then puts me through to "someone who can investigate this further".
Now is where this gets interesting and informative. Sorry this is getting long, but I am now off the phone...finally. The guy I talk to, once I tell him my problem, finally tells me that neither of them have shipped, and that they are going to be shipped soon. When I ask him why I was lied to repeatedly, he admits to me that the people I speak to when calling the number are a 3rd party company that has been contracted to deal with all of the RB calls, and that he believes that a lot of them have not been properly trained in how to read the computer software. As we keep talking and I *nicely* explain my disgust with spending $180 and having another $200 on hold on my card, he offers me something to compensate for my problems, and offers to give me a $20 gift card for the EA website. I respond by ignoring the offer and keep talking to him nicely about my frustration. About four minutes later he once again says that he wants to make this up to me and offers me any game from the EA library. I ask if I can get NHL '08 and he says yes.
Sorry this post got so long, but I think this might clarify a few things. Good luck!
I requested (like almost everyone on these forums) a new guitar and drum set exactly one week ago (11/23) and did the whole thing where I give them my credit card number. So I patiently wait until Tuesday, and after not seeing an update on the UPS site I decide to give them a call and find out what's going on. They advise me on Tuesday that both of my packages have shipped. When asked why the UPS site did not reflect that, they gave me the canned response, that EVERYONE has received, that it takes 24-48 hours to update and that due to the holiday season that UPS is really busy, yadda, yadda, yadda.
So I watch my mailbox like I'm waiting for nudie magazine day, still to package. I check the UPS site.....Billing info received. Finally Friday arrives, and after getting more and more furious reading posts with my identical situaion, I call their "customer support" again.
First guy I talk to tells me that they have been shipped and that I should be receiving them. After going round and round with him, telling him that I received the same response on Tuesday, he then starts to attempt to tell me that they could simply be on a semi-trailer outside of the shipping facility, not hooked up to a semi, and not yet picked up by UPS. I keep telling him that I was told it was shipped on Tuesday, and he once again puts the blame onto UPS.
After being fed up with the blame getting put onto UPS, I decide to cut EA off at the knees and actually call UPS. The lady from UPS tells me that neither of the packages have been shipped and that UPS DOES NOT HAVE THEM. In a further attempt to build my case, I ask her how long it takes for the website to update, and she tells me, and I quote...."almost instantly", and in rare cases it might update at the end of the business day. When I ask her about the 24-48 hours she tells me ABSOLUTELY NOT!
So I proceed to call EA back, by now having the stupid telephone prompts memorized, and speak to another rep, who insists that my drums have shipped, but then tells me that by guitar is listed as "label printed". I tell her that UPS does NOT have the drums, and we spend five minutes going in circles as she is trying to tell me that they do. She then speaks to one of her managers to get to the bottom of this, and she returns to tell me that her manager told her that if the drums were shipped today that it would take 12 hours for UPS to show it. I once again tell her that I was told on TUESDAY that they were shipped, and that TUESDAY was over 72 hours ago, and that it doesn't take 72 HOURS to update...and once again insisting that UPS DOES NOT have my packages. She then puts me through to "someone who can investigate this further".
Now is where this gets interesting and informative. Sorry this is getting long, but I am now off the phone...finally. The guy I talk to, once I tell him my problem, finally tells me that neither of them have shipped, and that they are going to be shipped soon. When I ask him why I was lied to repeatedly, he admits to me that the people I speak to when calling the number are a 3rd party company that has been contracted to deal with all of the RB calls, and that he believes that a lot of them have not been properly trained in how to read the computer software. As we keep talking and I *nicely* explain my disgust with spending $180 and having another $200 on hold on my card, he offers me something to compensate for my problems, and offers to give me a $20 gift card for the EA website. I respond by ignoring the offer and keep talking to him nicely about my frustration. About four minutes later he once again says that he wants to make this up to me and offers me any game from the EA library. I ask if I can get NHL '08 and he says yes.
Sorry this post got so long, but I think this might clarify a few things. Good luck!
