Example of typical EA Customer (non) support
The below exchange is typical of the level of customer service I've come to know as typical of EA. I've become quite frustrated with the low level of knowledge their support staff have with their products. Even worse, they seem to delight in making customers jump through hoops to compensate for their own lack of expertise. While my statements are quite pointed and even inflammatory they are intended to convey the disdain I've developed after numerous attempts to solve problems with their products. The exchange below is only one of these but it highlights the disconnect between their product claims and how those claims don't match with reality.
Customer 11/18/2006 01:14 PM
OK, I'm having VOIP disconnect as soon as a map loads. Testing using DxDiag, the Windows Sounds and Audio Devices applet, and the BF2 Audio Microphone Test all pass. I've also tried turning the DX hardware acceleration setting from full ON to OFF - no help. DxDiag and EasyInfo files are attached.
-----------------------------------
Response (Bryce C.) 11/19/2006 12:55 AM
Hi,
Thanks for writing us at EA Technical Support. I understand that you are currently having issues with utilizing the VOIP for Battlefield 2. I'm sorry for the inconvenience this has caused you.
Let us try to go over configuring your VOIP settings for the game. You can configure your microphone through the in game options. Just be sure your microphone/headset is plugged into your sound card before starting the game.
To configure your microphone:
1. Start the game and login as usual.
2. Click on "Options".
3. Click on "Audio".
4. Make sure the "Voice Over IP" checkbox is checked.
5. Click on "Start Microphone Test" to configure the microphone to your voice.
6. Hum or speak into the microphone at a volume similar to what you would use while speaking in game.
Make sure that background noise or breathing does not cause the bar to turn green as this means it will be heard while using the microphone in game.
7. Adjust the Microphone Threshold Test slider up or down until the Send Threshold Volume bar stays a constant green color when you are making sounds in the microphone.
8. Once it seems to be at the right level, click "Stop Microphone Test".
9. Click "Apply" to save your settings.
If the Send Threshold Volume does not seem to detect much or any sound, try the following:
o While in the Audio options for the game, make sure the "Mic Boost Gain" box is checked.
o If this does not help, you will need to adjust the Voice settings through Windows.
1. Open the "Control Panel".
2. Double-click on "Sounds and Audio Devices".
3. Make sure that your hardware sound card is listed as the Default Sound Device. You may need to adjust the individual options on the Sound and Audio tabs.
o You will now need to repeat the configuration steps above to setup your microphone in game.
Also, make sure that the microphone is plugged into your primary sound card's Mic 1 port. Battlefield 2 does not recognize secondary microphone ports. Secondary microphone ports include non-primary ports on your sound card as well as sound ports in the front of your computer and Live! Drive ports.
Last, make sure that you have enabled the ports needed to utilize the VOIP settings of Battlefield 2.
The ports for Battlefield 2 are as follows:
UDP ports:
o 27900
o 29900
o 29910
o 27901
o 55123
o 55124
o 55215
o 16567
o 1500-4999
o 18060
TCP ports:
o 80
o 29900
o 29901
o 29920
o 28910
o 4711
o 18060
You may also need to have your Internet Service Provider open these ports for you. For help configuring a firewall or router you may need to refer to the manufacturer.
You should now be able to utilize the VOIP feature of Battlefield 2.
Should you require further assistance with this game or other Electronic Arts games in the future, please visit our website and review our extensive Self Help knowledgebase at (http://support.ea.com/).
Thank you,
Bryce C.
EA Technical Support
-----------------------------------
Customer 11/19/2006 01:23 PM
Please explain the below statement. I'm not certain what is intended. It appears redundant given that the steps were just performed. ???
"You will now need to repeat the configuration steps above to setup your microphone in game."
-----------------------------------
Response (EA Tech Jessica U.) 11/20/2006 01:56 AM
Hello ,
Thank you for contacting us here at Electronic Arts Technical Support. First of all I would like to apologize for the inconveniences you are going through, believe me I know how you feel I'm a gamer myself. Please ignore the redundant step. I need to ask how did the procedure sent to you work? There are several steps we can take to try and resolve this issue.
First try adjusting the sound card's hardware acceleration. To do so, run the DXDIAG.EXE program.
On the sound tab, lower the Hardware Sound Acceleration to either Basic or None. You will need to lower a Hardware Sound Acceleration setting on your computer to "basic". To do this, follow these steps:
Click the Start button in the bottom left hand corner of your Desktop.
Click on Run.
Erase any text already in the run prompt.
Type in: dxdiag
Click the OK button.
Select the sound tab at the top of the tool
Set the Hardware Sound Acceleration Slider to Basic.
Click Exit in the bottom right hand corner.
IF there have been issues with the sound settings in the game.
For Battlefield 2142 users click here.
If you have a SoundMAX sound card click here.
Also, be sure you have the latest drivers available for your video and sound card.
Click here for instructions on updating drivers.
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/olh_adp.php?p_faqid=10711&p_created=1124387555&p_s id=<? echo M4FRLRki ? >
Make sure any unnecessary background tasks are terminated. These tasks could interfere with the running of the game.
Click here for instructions on ending your background tasks.
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/olh_adp.php?p_faqid=10700&p_created=1124383132&p_s id=<? echo M4FRLRki ? >
In addition to this, some may also need to adjust in game sound settings. Start the game, check the Options screen and select the Audio.
Select Software rendered.
Be sure that the EAX setting is unchecked.
Be sure that the VoIP setting is unchecked.
If you have a SoundMAX setup you will also experience difficulty if you have the AudioESP feature engaged. Please try turning this feature off. To do this:
Double click the SoundMAX icon in your system tray.
Next click on the options menu in the SoundMAX application.
Next uncheck the Enable AudioESP(TM) box.
Click OK to apply the changes.
Start the game again.
I hope this will be of service to you.
Should you require further assistance about this or any Electronic Arts games in the future please visit our website and review our extensive Self Help knowledgebase http://support.ea.com/
Jessie U.
Electronics Arts Technical Support
-----------------------------------
Customer 11/20/2006 01:19 PM
Now I'm getting annoyed. As described in the EasyInfo and DxDiag files attached to the original support request you will find that the card in question is the Creative Labs X-Fi Fatal1ty Extreme Gaming Pro card. The ONE soundcard that EA states is compatible with BF2. You will also see that it indeed is running the latest drivers from Creative Labs. Is EA now telling me to turn OFF all those "compatible" features. Is the card compatible or isn't it? EA's answer to this question will most certainly be posted on the Battlefield2 forums together with the thread text that has been exchanged thus far. Further, what is the point of EA requiring their customers to include the EasyInfo and DxDiag files in their support requests if support staff do not bother to read them? Elevate this issue as necessary.
-----------------------------------
Response (EA Tech Anthony C) 11/21/2006 01:49 AM
Hi,
I'm sorry to hear that you're still having troubles with the game.
Please note that only certain players can take advantage of the VOIP function in the game. Be sure that you meet these criteria to use the feature:
You must be either a Squad Leader or the Commander for your team.
You must press and hold the Speak key while talking.
Press and hold the V key if you are the Commander to issue commands to the Squad Leaders.
Press and hold the B key if you are a Squad Leader to issues commands to your Squad.
If you meet these criteria but the VOIP fuctionality is still not working, verify that your sound card is the Default Sound Device on your computer.
Open the Control Panel.
Double-click on Sounds and Audio Devices.
Make sure that your hardware sound card is listed as the Default Sound Device. You may need to adjust the individual options on the Sound and Audio tabs.
If you are not a Squad Leader or Commander, you cannot use this functionality. Nor can it be used as a voice team speak option. VOIP was created to be a fast and effective way to issue important commands, while other communication can be done over the various text chat options.
Should you require further assistance about this or any Electronic Arts games in the future please visit our website and review our extensive Self Help knowledgebase (http://support.ea.com)
Anthony C.
EA Games Technical Support
-----------------------------------
They have dismissed the request and are no longer providing support. This is what you can expect from EA.
Customer 11/18/2006 01:14 PM
OK, I'm having VOIP disconnect as soon as a map loads. Testing using DxDiag, the Windows Sounds and Audio Devices applet, and the BF2 Audio Microphone Test all pass. I've also tried turning the DX hardware acceleration setting from full ON to OFF - no help. DxDiag and EasyInfo files are attached.
-----------------------------------
Response (Bryce C.) 11/19/2006 12:55 AM
Hi,
Thanks for writing us at EA Technical Support. I understand that you are currently having issues with utilizing the VOIP for Battlefield 2. I'm sorry for the inconvenience this has caused you.
Let us try to go over configuring your VOIP settings for the game. You can configure your microphone through the in game options. Just be sure your microphone/headset is plugged into your sound card before starting the game.
To configure your microphone:
1. Start the game and login as usual.
2. Click on "Options".
3. Click on "Audio".
4. Make sure the "Voice Over IP" checkbox is checked.
5. Click on "Start Microphone Test" to configure the microphone to your voice.
6. Hum or speak into the microphone at a volume similar to what you would use while speaking in game.
Make sure that background noise or breathing does not cause the bar to turn green as this means it will be heard while using the microphone in game.
7. Adjust the Microphone Threshold Test slider up or down until the Send Threshold Volume bar stays a constant green color when you are making sounds in the microphone.
8. Once it seems to be at the right level, click "Stop Microphone Test".
9. Click "Apply" to save your settings.
If the Send Threshold Volume does not seem to detect much or any sound, try the following:
o While in the Audio options for the game, make sure the "Mic Boost Gain" box is checked.
o If this does not help, you will need to adjust the Voice settings through Windows.
1. Open the "Control Panel".
2. Double-click on "Sounds and Audio Devices".
3. Make sure that your hardware sound card is listed as the Default Sound Device. You may need to adjust the individual options on the Sound and Audio tabs.
o You will now need to repeat the configuration steps above to setup your microphone in game.
Also, make sure that the microphone is plugged into your primary sound card's Mic 1 port. Battlefield 2 does not recognize secondary microphone ports. Secondary microphone ports include non-primary ports on your sound card as well as sound ports in the front of your computer and Live! Drive ports.
Last, make sure that you have enabled the ports needed to utilize the VOIP settings of Battlefield 2.
The ports for Battlefield 2 are as follows:
UDP ports:
o 27900
o 29900
o 29910
o 27901
o 55123
o 55124
o 55215
o 16567
o 1500-4999
o 18060
TCP ports:
o 80
o 29900
o 29901
o 29920
o 28910
o 4711
o 18060
You may also need to have your Internet Service Provider open these ports for you. For help configuring a firewall or router you may need to refer to the manufacturer.
You should now be able to utilize the VOIP feature of Battlefield 2.
Should you require further assistance with this game or other Electronic Arts games in the future, please visit our website and review our extensive Self Help knowledgebase at (http://support.ea.com/).
Thank you,
Bryce C.
EA Technical Support
-----------------------------------
Customer 11/19/2006 01:23 PM
Please explain the below statement. I'm not certain what is intended. It appears redundant given that the steps were just performed. ???
"You will now need to repeat the configuration steps above to setup your microphone in game."
-----------------------------------
Response (EA Tech Jessica U.) 11/20/2006 01:56 AM
Hello ,
Thank you for contacting us here at Electronic Arts Technical Support. First of all I would like to apologize for the inconveniences you are going through, believe me I know how you feel I'm a gamer myself. Please ignore the redundant step. I need to ask how did the procedure sent to you work? There are several steps we can take to try and resolve this issue.
First try adjusting the sound card's hardware acceleration. To do so, run the DXDIAG.EXE program.
On the sound tab, lower the Hardware Sound Acceleration to either Basic or None. You will need to lower a Hardware Sound Acceleration setting on your computer to "basic". To do this, follow these steps:
Click the Start button in the bottom left hand corner of your Desktop.
Click on Run.
Erase any text already in the run prompt.
Type in: dxdiag
Click the OK button.
Select the sound tab at the top of the tool
Set the Hardware Sound Acceleration Slider to Basic.
Click Exit in the bottom right hand corner.
IF there have been issues with the sound settings in the game.
For Battlefield 2142 users click here.
If you have a SoundMAX sound card click here.
Also, be sure you have the latest drivers available for your video and sound card.
Click here for instructions on updating drivers.
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/olh_adp.php?p_faqid=10711&p_created=1124387555&p_s id=<? echo M4FRLRki ? >
Make sure any unnecessary background tasks are terminated. These tasks could interfere with the running of the game.
Click here for instructions on ending your background tasks.
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/olh_adp.php?p_faqid=10700&p_created=1124383132&p_s id=<? echo M4FRLRki ? >
In addition to this, some may also need to adjust in game sound settings. Start the game, check the Options screen and select the Audio.
Select Software rendered.
Be sure that the EAX setting is unchecked.
Be sure that the VoIP setting is unchecked.
If you have a SoundMAX setup you will also experience difficulty if you have the AudioESP feature engaged. Please try turning this feature off. To do this:
Double click the SoundMAX icon in your system tray.
Next click on the options menu in the SoundMAX application.
Next uncheck the Enable AudioESP(TM) box.
Click OK to apply the changes.
Start the game again.
I hope this will be of service to you.
Should you require further assistance about this or any Electronic Arts games in the future please visit our website and review our extensive Self Help knowledgebase http://support.ea.com/
Jessie U.
Electronics Arts Technical Support
-----------------------------------
Customer 11/20/2006 01:19 PM
Now I'm getting annoyed. As described in the EasyInfo and DxDiag files attached to the original support request you will find that the card in question is the Creative Labs X-Fi Fatal1ty Extreme Gaming Pro card. The ONE soundcard that EA states is compatible with BF2. You will also see that it indeed is running the latest drivers from Creative Labs. Is EA now telling me to turn OFF all those "compatible" features. Is the card compatible or isn't it? EA's answer to this question will most certainly be posted on the Battlefield2 forums together with the thread text that has been exchanged thus far. Further, what is the point of EA requiring their customers to include the EasyInfo and DxDiag files in their support requests if support staff do not bother to read them? Elevate this issue as necessary.
-----------------------------------
Response (EA Tech Anthony C) 11/21/2006 01:49 AM
Hi,
I'm sorry to hear that you're still having troubles with the game.
Please note that only certain players can take advantage of the VOIP function in the game. Be sure that you meet these criteria to use the feature:
You must be either a Squad Leader or the Commander for your team.
You must press and hold the Speak key while talking.
Press and hold the V key if you are the Commander to issue commands to the Squad Leaders.
Press and hold the B key if you are a Squad Leader to issues commands to your Squad.
If you meet these criteria but the VOIP fuctionality is still not working, verify that your sound card is the Default Sound Device on your computer.
Open the Control Panel.
Double-click on Sounds and Audio Devices.
Make sure that your hardware sound card is listed as the Default Sound Device. You may need to adjust the individual options on the Sound and Audio tabs.
If you are not a Squad Leader or Commander, you cannot use this functionality. Nor can it be used as a voice team speak option. VOIP was created to be a fast and effective way to issue important commands, while other communication can be done over the various text chat options.
Should you require further assistance about this or any Electronic Arts games in the future please visit our website and review our extensive Self Help knowledgebase (http://support.ea.com)
Anthony C.
EA Games Technical Support
-----------------------------------
They have dismissed the request and are no longer providing support. This is what you can expect from EA.
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