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My EA support adventure

This is an experience I had with Electronic Arts’ online support people about two months ago when I was having trouble getting Dragon Age: Origins to work properly with the DLC I had bought online. I had also used a free gift voucher that I got in the game box. I had no problem buying them with my newly created Bioware/EA profile or downloading and installing them. Downloading patches worked fine too. Then I became swamped with work and other stuff and had no time to play until two weeks later. When I tried to reload my save the game told me that I was “Unauthorized” to use that DLC. I went back and forth trying a bunch of stuff to make it work and to make sense of it all. No such luck.

I wrote EA support about it and got a standard reply. Tweeted about it:

I love how EA says that I must use another account to access my Dragon Age DLC, when I only have one account. Fuckers.

I then wrote them this on their support correspondence page:

The game says that I’m unauthorized to use the DLC I’ve purchased and used my download code for. It claims that I’m not logged in with the correct account, when I have never used more than my current account. When I access my “Your registered game promotions” on the Bioware Social Network, it says that I’ve got Warden’s Keep and The Stone Prisoner, but the game will not let me use them. Since I cannot possibly log in with another account, what do you propose I do to remedy this? I fully expect to get access to the DLC I’ve paid for. When can I expect to be able to play what I’ve paid for?

Reply sent, the system told me that I would have a reply within 24 hours. My next tweets looked like this:

EA support said I should expect a response within 24 hours. 30 and counting, no response… Fuck you, EA.

EA douchebaggery update: Approaching 48 hours and still no response from them. “Expect a response within 24 hours” my ass!

EA update: Answer came after 60 hours, containing a solution that contradicted my situation and that actually was no solution. Retards.

The answer I got looked like this:

Hello,

Thank you for taking the time to contact us regarding your Dragon Age: Origins purchase. It is always a pleasure to assist our customers in any way that we can.

At first, please accept my apologies for any delay in addressing your issue. Please note that due to the release of this popular game, Dragon Age of Origins we are getting contacts in volumes comparing to normal flow. Though we are trying to get back to every one as soon as possible a little delay is inevitable.

I’m sorry to hear about the issue you are facing with Dragon Age: Origins download content. This happens when an account which does have access to these items downloads them at any point, and another account logs in (which does not have these entitlements. http://help.dragonage.com/cgi-bin/eadragonage.cfg/php/enduser/std_adp.php?p_sid=tnVsziMj&p_accessibility=0&p_redirect=&p_lva=23666&p_faqid=23584.)

If there is anything else we can help you with please let us know. Additional support can be found on our help site located at http://dragonage.bioware.com/.

Sincerely,
Vincent
EA Customer Support – Dragon Age: Origins

Howdy Vincent! Now you’re my pal! Or not. Vincent managed to fuck up the URL to the solution, so I had to copy and paste myself. You’re not getting any brownie points here. Anyhow, that page told me that it’s a bad booboo to log in with another account when you’ve already downloaded DLC with a first one. Too bad for Vincent that I wrote in my original message that I’ve only used one account. After that I wrote another reply and attached two screenshots just to be overly clear. Here it is:

Dear Vincent. I am really, truly sorry if you (or whoever else reads this update) are offended by any frustration I might display in the coming lines.

In my original message I EXPLICITLY stated that I had “never used more than my current account”. That alone contradicts your “solution” of my problem. I put that in quotation marks because what you provided wasn’t a solution. So please, in the future, stop wasting my, your own and EA/BioWare’s time by trying to flip me a “solution” that you already, from the information given to you, KNOW will not do anything at all.

So let’s try this again, shall we? I have still paid money and spent a download code on this and I fully intend to get what I paid for. I will get painstakingly detailed here, so that you can’t possibly botch this.

After I installed the game, I got myself to the DLC part of the menu. This required that I log in. I logged in using my existing EA account which is tied to the email address dakka81@REMOVETHISgmail.com. I entered the DLC code for the Stone Prisoner that I got on the card that came with the game. I then purchased points so I could get Warden’s Keep. After that I downloaded and installed both of them. How is this possible? Because I marked the “Always log me in” box the first time I entered my log-in details. This was more than a week before I discovered that the game called my DLC unauthorized. I will now re-state what I wrote in my original question. I HAVE NEVER EVER USED ANY OTHER ACCOUNT THAN dakka81@REMOVETHISgmail.com WHEN PLAYING DRAGON AGE: ORIGINS. Is that clear enough? I always used the “Always log me in” function until the game started complaining and I tried a few different log-ins.

Thus far, it should be clear as goddamn day that there is something wrong here and the fault isn’t on my end. What with the “only using one, single account” thing, I mean. But then we get to part two. If I log in to http://social.bioware.com it says that my account has the following details:

Email Address: dakka81@REMOVETHISgmail.com
Xbox Gamertag(s): Dakkster
PSN Name(s): None

That’s all well and good, everything’s correct. I then click myself into Profile and then Your registered game promotions. On that page it quite clearly says that I have access to Warden’s Keep and The Stone Prisoner. I’ve included two screenshots. One of them shows this page. The other shows the menu in-game, showing that I’m logged in to the same account (dakka81@REMOVETHISgmail.com). Those two screenshots don’t mix. They contradict each other.

So again, I’ve paid for the content, I’m only using one single account, BioWare’s page RIGHTLY shows that I should have access to the content. But the game doesn’t allow me to. So what I want you guys at EA Support to do, is to fix this. If there is a glitch somewhere in the DRM server or whatever, you make sure that I get access to what I paid for in the game. I have done everything I can do and the fact that I didn’t even do anything wrong in the first place is a bit annoying. What’s even more annoying is that I have to spell things out to you guys like this. Is it really THAT hard to read and comprehend “I have never used more than my current account”?

I’m awaiting your SOLUTION.

After this someone other than Vincent replied, someone who actually possessed some technical know-how, and my problem was swiftly resolved. My dripping sarcasm wouldn’t have been necessary if EA didn’t assume that their customers are morons.

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