I should preface this by saying that the the issue I contacted them for, was partially my fault. However EAs handling of the matter, leaves a rather sour taste in my mouth. Which is a shame, given they've always been at least above average.

I, like many, pre ordered FIFA 16. Full of hope and excitement, I spent $70 on one of my favorite game franchises. I wanted the 2 premium gold packs a week. I looked forward to it, who doesn't love opening packs? That brief moment of elation, before you realize it's some 2nd tier English league player with stats worse than that of your grandmother. You might say "just buy packs then", but I am not good at the game, and nor do I really have the budget to drop $15 every few weeks to get nothing in return. Hell, $70 for the game was pushing it, but most of us know how that goes.

The game released, and I loved it. Within the span of a few weeks, I already had 100 hours in it.

Then, rather sadly, my hand broke. Due to circumstances out of my control.

Now let's be honest, FIFA was the furthest thing from my mind during this. It was the first time I had broken anything, and on top of that, the doctors strongly recommended surgery. Which frightened me.

This entire process took 4-6 weeks. 2 to get to doctors and then surgery; 2 in recovery direct from the surgery; and another 1-2 before I realized something. I'd forgotten about FIFA.

Now this was rather trivial, as I couldn't play anything (still can't, might I mention typing this one handed is a pain). But I remembered the packs. No big deal, I missed 8, maybe 10. It's a 1/3rd of what I paid for, but oh well, stuff happens.

Rather than just feel disappointed, I decided to contact EA support. Perhaps they'd have sympathy and understand. After all, I didn't claim them, and my hand is broken.

So I do.

The first rep is very helpful. Sees if he can do anything, and is very understanding and sympathetic. But he says the "specialists" aren't in yet (It was ~1:30pm est) and I should try back in 3-4 hours. He will email me a 15% discount code for origin to apologize for the inconvenience. I never got it.

I try back around 5pm.

This rep was rude. Never attempted to ask anyone or any ""specialists"", just straight up said no. Specifically it was "there's nothing much that can be done about it", which in retrospect, I guess means something can be done about it, but he's too lazy to try. He then followed that up with third brilliant line "You can continue playing the game, and wait for the upcoming packs". Yeah asshole, I'll do that with my broken hand, I'll play the sh*t out of it.

I decide to get him to try something at least, talk to someone. "Are you certain? Since I didn't claim them[...]". Now these reps are usually more saccharine than... Well... Anything I can think of. So I sort of expect something overly apologetic.

Nope. Just a simple "Yes". It felt pretty rude given how they normally act.

Without me saying anything he goes on "As this is something you need to claim" "If you miss it, it cannot be claimed later".

I, getting a bit upset now, ask if the expiry of the packs was part of the deal. Spoiler; it is. It's written in fine print at the bottom of the pre order page, I looked it up on the way back machine.

Somewhere down the line his response was "I already explained you the reason".

At this point I just give up, he wasn't going to elevate it, and he wasn't going to be polite. So rather than start to fight with this guy, I go.

I never got the email transcript for that chat (despite requesting it).

Oh and the Rep had one more slap in the face for me. A nice unsolicited email after I ended the chat. i.imgur.com/Je7SZC4.png Kinda weird.

Oh and no option to give feedback on the service after either. First time it's not asked me for that little survey after.

As I said at the start, not claiming the packs was my fault. But EA could've handled it with a little more tact. A simple "I'm sorry, I've asked the <whatever supervisor> and they said there's nothing to be done." Would've been nice. Instead they keep me waiting for 4 hours, just to slap me with some rude rep that refused to do fa.

Almost as bad as the time I used their phone support (Have some English guy pick up, tell me to hold. Home hour later, some Indian guy with a crappy connection picks up, and hangs up on me 5 minutes later).

I never did get that 15% off code.

I'd love if EA had some actual domestic support, not some barely trained Indian help desk giving you the runaround. But no one does that nowadays.

So yeah. I don't know what else to do.

I kinda just needed to rant for a bit.

TL;DR; My hand broke, forgot about FIFA for a month, lost a lot of packs, EA tells me to play the game to get more... With a broken hand. 1.