Board Thread:Game Discussion/@comment-26829117-20160522124555/@comment-49.183.69.36-20160801033445

75.185.207.49 wrote: 49.199.38.230 wrote:

195.33.116.216 wrote: "Outstanding" support service. I deal with a lot of Outsourced Help Desks and Service Desks due to my work. Though I do not really like the essence of outsourcing, truth is that treating your customers the right way is always one of the main objectives of any HD, outsourced or not.

FM/EA took their support services to the next level of incompetence, not only by resulting completely useless, but especially by always somehow blaming any problem on the clients. We always did something wrong for having a car dissappear, for missing a prize from WTTT, etc... You pay for what you get. I deal with these outsourced desks as well. They dont get paid for customer service, that would be extra and defeat the object of trying to save money. They are about volume, the more they clear the more they get paid, if the ticket stays open they get penalised. Which is why the close them when the issue isnt solved and there is no customer service. Well why can't they just make the customer happy and close the ticket? They have to know good customer service and satisfied customers brings in money more than driving people away, especially how quickly word gets around these days. Unless they can make up 100% of their lost customer income with advertiser income, they're going the wrong way. I really doubt they can get that much that way though. And even if it was completely ad based and free, the way they treat people will eventually drive people away. It's just a matter of time until a better competitor comes along.

It works a bit like this based on the old adage, Time is Money. These outsourced support guys get paid 20-30% of what a worker would in a western country. For them, it's a job, they have families to feed like the rest of us. They get set hard targets and if they don't meet them they can get fired. There is always another guy that can do the job.

It is easier for them to supply the canned response than actually fully investigate or resolve to satisfaction. They get paid to execute, not to think for themselves. If they think and screw up they can be looking for another job. This is not the individuals fault, it is the by product of outsourcing to low wage economies with large populations. Occasionally you get someone that does help and goes the extra step but it is rare and they are hard to find.

If you want better customer service, EA need to pay for it. They won't because it eats into profit margin and they have shareholders to answer to. With the amount of money these guys are making from Mobile gaming that is still a growing market it is not going to make a differnce if a few people walk away.

It is also worth remembering this will be a centralised service desk supporting all EA games not just RR3. The economies of scale from being able to support multiple games on a low budget outweigh any potential loss through poor customer service.