I Can Help

So.  I’ve had some sort of weird anti-technology field around me the past month and a half or so, and it’s necessitated my needing to call/chat/e-mail tech support quite a few times, to several different companies.  Microsoft Support for 3 different issues, once to my motherboard manufacturer, EVGA and a couple more.  For each and every one of these, I’ve had an absolutely wonderful experience.  Knowledgeable people, or at least, if they don’t know the answer, people who have been able to get me quickly to people who do.  Especially good experience with MS, oddly enough.  Anywho, today I had to contact EA support.  Hoo-boy.  It was a blast.

First off, let me describe the problem I was having, to put the following transcript into context.  I was playing Dead Space 3 with a guild-mate and we were using the guild Mumble/VoIP server to talk to each other.  A bit into the session, we discovered that he was somehow hearing me both when I was hitting push-to-talk on Mumble and also voice-activated.  As in if I hit the PTT key, he’d hear me twice.  I won’t go into how he discovered that I was transmitting when I didn’t intend to.  We came to the conclusion that Dead Space 3 was transmitting my voice (and oddly not his) in addition to Mumble.  So, I contacted EA support to find out something rather simple:  How to turn off the voice chat through Dead Space 3.

I wish this transcript had time-stamps so you could better understand the long, awkward pauses.  Just keep in mind that the “Are you okay waiting?” type messages came about every 10 minutes or so:

General Info
Chat start time  Mar 24, 2013 7:19:07 PM EST
Chat end time  Mar 24, 2013 8:38:03 PM EST
Duration (actual chatting time)  01:18:56
Operator  Nishant

That duration time you see up there? That’s the time between when the rep said “Hi,” and my closing the chat window in frustration.  Also, those “info:” lines counting down the time until I got in contact with a rep?  That took over 30 minutes.

Chat Transcript
info: Your approximate wait time is 18 minute.
info: Your approximate wait time is 15 minute.
info: Your approximate wait time is 10 minute.
info: Your approximate wait time is 5 minute.
info: Your approximate wait time is 4 minute.
info: Your approximate wait time is 2 minute.
info: Your approximate wait time is 1 minute.
info: Your approximate wait time is 0 minute.
info: You are now ready to chat with Nishant.
Nishant: Thanks for contacting EA Help! My name is Nishant how may I help you?
Nishant: Are we connected ?
you: Yes, sorry.
Nishant: No worries
Nishant: hello Joshua,
you: I’m having a problem where either Origin or Dead Space 3 is transmitting my voice to my co-op partner when I don’t want it to.
you: I can’t seem to turn it off.
Nishant: Joshua, I see how this could be an issue for you.
Nishant: Let me check this issue and information in  this case.
Nishant: Please give me just a moment while I look into this further.
Nishant: Thanks for your cooperation.
Nishant: Have your tried to run your game and origin in administrator mode ?
you: Yes.
Nishant: All right
Nishant: Please try manual uninstallation of origin client and I hope this will help you out.
you: I just want to find a setting in either DS3 or Origin to disable voice chat.
Nishant: https://help.ea.com/article/manually-uninstalling-origin
Nishant: Okay
Nishant: Would you mind holding for a couple of minutes while I fetch some relevant information?
you: That’s fine.
Nishant: Thanks
Nishant: I appreciate your patience.
Nishant: Please try following steps:
Nishant: Go to the Social Hub, go to voip settings, select fireteam, select off
you: This would be from the Origin client?
Nishant: Yes, please check it in origin client
you: I don’t see a Social Hub.
Nishant: No worries,
Nishant: Let me check this once again.
Nishant: Please check this through image Dead Space 3 options, I hope these options are available in your game.
you: I’m sorry, I didn’t quite understand that.
Nishant: I mean, please check this social hub option in game Dead Space 3.
you: Again, I don’t see any Social Hub option anywhere in game in Dead Space 3
Nishant: I see
Nishant: Would you mind holding for a couple of minutes while I fetch some relevant information?
you: No problem.
Nishant: Thanks
Nishant: Have you checked in origin client through settings option ?
you: Yes.
Nishant: All right,
Nishant: In this case I can escalate this issue to our specialist team right?
you: Well I worked around the issue by having the other player mute me in the game lobby.
Nishant: I see,
Nishant: We have a specialized team that handles these issues. This team is 10AM-10PM EST, Monday through Saturday. Please call us at 1-866-543-5435, select the option for an existing case, and enter your case number [redacted]. When the advisor answers the phone, let them know you are calling about an escalated case and the advisor will get you to the proper team. You may use a VOIP service which should allow you to make the call. An example is Skype or Googletalk.
info: Your chat transcript will be sent to [redacted] at the end of your chat session.

Oh? You made it this far? Well then here’s a kitten gif:

I’m finding it very hard to continue writing while watching that.

Anywho.  So I’m looking forward to calling their “specialists” tomorrow and asking them my fairly simple question.  I’ll let you know how it goes.


One thought on “I Can Help

  1. Hah, I haven’t use EA tech support chat before, although every time I did for AT&T or Verizon I found them pretty responsive. What was annoying is that they kept says “Thank You, Mr. Dorsey” every other message. FFS we are in internet chat, no need for formalities.

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