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Interesting article about EA and its "Customer First" initiative

http://www.ign.com/articles/2015/10/14/players-first-the-2-year-trial-by-fire-to-humanize-electronic-arts?utm_source=IGN hub page&utm_medium=PC&utm_content=12&utm_campaign=Blogroll

What do you think? Do you feel that EA has succeeded in this endeavor?

While I like the games that EA publishes, my answer from a Customer Service & Customer First perspective is a resounding "NO".

Replies

  • EA is quite successful at dropping the quality of some of my favorite titles ; ;
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
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  • kellar wrote: »
    EA is quite successful at dropping the quality of some of my favorite titles ; ;

    Almost matched the Quality Threads™ of battlelog.
    #ForumFront
    #ANewEra
  • Only if battlefront was as good as these forums ...
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
    76561198071153223.png
  • Lordmang4 wrote: »
    http://www.ign.com/articles/2015/10/14/players-first-the-2-year-trial-by-fire-to-humanize-electronic-arts?utm_source=IGN hub page&utm_medium=PC&utm_content=12&utm_campaign=Blogroll

    What do you think? Do you feel that EA has succeeded in this endeavor?

    While I like the games that EA publishes, my answer from a Customer Service & Customer First perspective is a resounding "NO".

    Customer support I have no experience with, but I have seen what DICE did with BF4s disaster launch, and I saw what they did to amend for that. So I have hope that someone up their is genuinely listening to the community's feedback and cares. I mean who wants to get worst company award again right? I think the new CEO is trying because long ago I don't think EA would even flinch at the concerns of its customers. So yes I would say they have tried to change their image for the better at least concerning customers feedback.
    @kellar Battlefront has not been released yet and if you are basing your entire opinion on the lack of content presented in the BETA then you will be surprised when the actual game is released. Lets see what happens after the first year of release (or 6 months even) for Battlefront before we jump to conclusions take a look back and see for ourselves. If you don't want to buy Battlefront and wait down the line that's fine to. Pretty sure enough there will be a reviewer out there you can chime with.
    Shut up and have a Star Card™
  • While the CEO's efforts are noble and well-intentioned, his message of "Customers First" isn't being spread among the rank and file of EA employees.

    Interact with EA employees and you will experience anything but "Customers First".

    You can read the anonymous EA employee reviews at Glassdoor.com and you can see how bad the morale is at EA. This isn't surprising as EA was voted "Worst Company" for 2 years straight. Disgruntled employees are less likely to put "Customers First".
  • Oh I see what you mean now. Yeah like I said never really delt with Customer Support or read reviews on Glassdoor.com.
    It's up to the CEO at this point. Being the person in charge needs to lay the law down.
    Shut up and have a Star Card™
  • Yes, I agree that the buck stops with the EA CEO. But he's just one person. No matter what he says to the media, the truth is that there are so many more EA employees who don't believe in "Customers First".

    That's why I've said that EA is "too big to fail" and should be broken up into smaller companies that are easier to manage.
  • So much for EA's "CUSTOMERS FIRST" initiative that the EA CEO was talking about.

    http://www.ign.com/articles/2015/10/16/ea-has-no-interest-or-time-for-hd-remakes?utm_source=IGN hub page&utm_medium=PC&utm_content=1&utm_campaign=Blogroll

    I knew that initiative was dead in the water as soon as EA's COO (Peter Moore) started talking about no Game Remasters.

    EA's own CEO and COO can't seem to get on the same page. No wonder EA is one convoluted mess
  • I've had a good time relating to the customer support. EA's customer support is certainly better than Valve's since you can get help and information almost instantly compared to waiting weeks or possibly months for even a first response from Valve. EA's return policy (within 24 hours game time, 1 week of purchase, or if it's a technical issue 72 hours of game time and 30 days of purchase) vs. Valve's return policy (within 2 hours game time and 2 weeks of purchase) is better in that aspect. Relating to the no HD Remakes, what does that have anything to do with customer service?
    I find your lack of jimmies rustling
  • The "Customers First" initiative, that the EA CEO is espousing, encompasses more than just customer service. It includes listening to EA's customers to determine what products they're interested in, not EA itself.

    That's why I found EA's COO (Peter Moore) comment so interesting. It's clear that EA's CEO and COO are NOT on the same page. It belies the inconsistent approaches taken by rank and file EA employees regarding a number of corporate actions.
  • How many people want remakes instead of new products? This entire console generation so far has been HD remasters and remakes almost.
    I find your lack of jimmies rustling
  • That's an excellent question. Based on the IGN article that I linked, it seems like a decent number of consumers ARE interested in remakes of past favorite games.

    Personally, I think there's enough of a consumer interest that makes the EA COO's comment seem arrogant at best and dismissive of consumer's desires at worst.

    I also think that the EA COO was personally disappointed that he was passed over as CEO when Andrew was selected to be the new EA CEO. Perhaps this is how he's chosen to express his disappointment.
  • Lordmang4 wrote: »
    That's why I've said that EA is "too big to fail" and should be broken up into smaller companies that are easier to manage.

    For the record, that is exactly what socialism is. And is why we need it! Socialism prevents those "too big to fail" corporate enterprises from ever forming which is why capitalists are so afraid of true socialism.

  • Actually, that's true capitalism. Breaking up one large monopolistic company into smaller independent companies that compete against each other is the truest spirit of capitalism.

    It's how Ma Bell was split up into the smaller telecomunications companies and their offshoots that you have today (AT&T, MCI, Sprint, Verizon, etc.)
  • Lordmang4 wrote: »
    Actually, that's true capitalism.

    Oh my... And I suppose the Russians and Chinese are communists? And the United States is a federal style government? Please, go back to school. The "spirit" that you speak of is - capitalism is about accumulation of resources whereas socialism is about equally spreading resources.

    I'm sorry I ever made the reference...
  • How many people want remakes instead of new products? This entire console generation so far has been HD remasters and remakes almost.

    Just like most of the crappy movies coming out lately in the past couple years. (save some few)
    Shut up and have a Star Card™
  • I'm not going to bother educating you on what capitalism is, given that we're on a gaming forum.

    After having spend more than a decade working on Wall Street (capital markets derivatives), I'll stay with what I know.
  • While I am not pro remakes since I play on PC
    But quite alot of current gen players have sols their older consoles and still want to replay EA titles likr deadspace, mass effect and burnout,.
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
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  • remakes are good. "half" of the people from this forum want Star Wars Battlefront 3 made by DICE/EA and the other "half" wants a Battlefield Star Wars Edition. with 2 games (using the same engine and just reskin BF4 so in the end its just one game) you satisfy the hungry of millions **cough around 50 people cough cough** about Battlefront/Field series.
    N-00 ("BrLoKy") S-Arc® ("Stealth Advanced Recon Commando")
  • Ezcore_G wrote: »
    How many people want remakes instead of new products? This entire console generation so far has been HD remasters and remakes almost.

    Just like most of the crappy movies coming out lately in the past couple years. (save some few)

    rip ghost busters ;_;7
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
    76561198071153223.png
  • Kerduk782
    455 posts Member
    edited October 2015
    It may come as a shock. But I don't need to experience their customer service expertise if they get games right the first time. *Cough* Hardline *Cough*
    kellar wrote: »
    Only if battlefront was as good as these forums ...

    There's one thing I've learned from these forums;
    If more than half of the people walked into a dollar store and saw Battlefront on a shelf, they would still pay $110 for it.
    Battlefront I Beta Tester - I hope Battlefront II will be amazing by delivering; Space Battles w/ Infantry Boarding Parties, Stormtroopers w/ Helmets, 64 Player Mode, Hardcore Mode (Lightsaber 1HK), Fixed Squads, In-Game VOIP, Server Browser/Filter, Private Server Hosting, Mod Support and Clan Support.
  • i would pay $110 for special forum things!!1
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
    76561198071153223.png
  • Lordmang4 wrote: »
    Actually, that's true capitalism. Breaking up one large monopolistic company into smaller independent companies that compete against each other is the truest spirit of capitalism.

    It's how Ma Bell was split up into the smaller telecomunications companies and their offshoots that you have today (AT&T, MCI, Sprint, Verizon, etc.)
    definitely agree with you Lordmang, so much ignorance in the world today ( @ALL_OTHERS: not pointing fingers at anybody so no need to be offended by any means.)
  • Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.
  • What?
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
    76561198071153223.png
  • Lordmang4 wrote: »
    Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.

    true, that's a different spin on it. Honestly I wonder the same thing, I feel like some of it is ignorance and some of it is "I don't really care about anything" and that's fine, it's their choice. They probably grew up thinking learning is stupid and boring unlike myself whom has enjoyed being educated.
  • Lordmang4 wrote: »
    Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.

    true, that's a different spin on it. Honestly I wonder the same thing, I feel like some of it is ignorance and some of it is "I don't really care about anything" and that's fine, it's their choice. They probably grew up thinking learning is stupid and boring unlike myself whom has enjoyed being educated.

    Well said! I like how you put it.
  • Lordmang4 wrote: »
    Lordmang4 wrote: »
    Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.

    true, that's a different spin on it. Honestly I wonder the same thing, I feel like some of it is ignorance and some of it is "I don't really care about anything" and that's fine, it's their choice. They probably grew up thinking learning is stupid and boring unlike myself whom has enjoyed being educated.

    Well said! I like how you put it.

    thx buddy.
  • Lordmang4 wrote: »
    Lordmang4 wrote: »
    Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.

    true, that's a different spin on it. Honestly I wonder the same thing, I feel like some of it is ignorance and some of it is "I don't really care about anything" and that's fine, it's their choice. They probably grew up thinking learning is stupid and boring unlike myself whom has enjoyed being educated.

    Well said! I like how you put it.
    Lordmang4 wrote: »
    Lordmang4 wrote: »
    Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.

    true, that's a different spin on it. Honestly I wonder the same thing, I feel like some of it is ignorance and some of it is "I don't really care about anything" and that's fine, it's their choice. They probably grew up thinking learning is stupid and boring unlike myself whom has enjoyed being educated.

    Well said! I like how you put it.

    thx buddy.

    I ship it so hard.
  • Lordmang4 wrote: »
    Sometimes I wonder if it's truly ignorance or simply the inability of most to keep an open mind to others who have different ideas. A lot of people claim to be open minded but their actions show them to be anything but.

    true, that's a different spin on it. Honestly I wonder the same thing, I feel like some of it is ignorance and some of it is "I don't really care about anything" and that's fine, it's their choice. They probably grew up thinking learning is stupid and boring unlike myself whom has enjoyed being educated.

    /r/imverysmart
    DID I TELL YOU THAT I REALLY LOVE TAYLOR SWIFT ???! #ANewEra
    76561198071153223.png
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