Logan Molloy sent a message to Andrew Wilson that said:
I hope this message reaches Andrew Wilson or at least someone with authority at EA. I spent over a week installing, uninstalling, and reinstalling Star Wars Battlefront on my PS4. I have literally installed the game over 10 times. I am stuck on the mini game with Darth Vader that allows you to play while the game installs. I have studied the issue online and went through every single work around posted about the issue multiple times on my own and then with an EA tech. I spent 1 hour 34 minutes and 4 secs on the phone with what was by far one of the worst customer service and tech support experiences I have ever had. I would like to add to this that I was a Server and Storage Specialist and Senior Account Manager at Dell Computers for a number of years, so one I am very well acquainted with a poor level of product support and tech support (and EA blows Dell out of the water with poor support, which is truly astounding), two that I am pretty IT savvy. I would like to add that it was not the tech that I spoke to\'s fault. He was polite and did what he could, although he didn\'t seem to know anything about the PS4, EA\'s policy\'s, or this fairly well known issue. We spent an hour and a half going through the same steps over and over and the end result was and I am completely blown away at this to actually call Sony about the issue (keep in mind that all of the other 15 games in my PS4 library are working fine), send the game disc back to EA and pay $15 for a new disc (wow i mean wow talk about a company screwing me over, would not even offer me a voucher for the $15), or an I quote "Wait for updates for Battlefront because there are still a lot of bugs in the game". The last one is completely mind blowing for a company to say after I just invested $68 in there game. The fact is the game is only installing 20 gigs of it and I tried to explain this to the tech as it\'s supposed to be a 24 gig install. I asked repeatedly if there was some way we could just either do the install via the PS4 store via a code or somehow get the other 4 gigs of the game data. The fact is Walmart is not going to take a return on an open game, I now this for a 100% fact as they have told me no. So I was left with pleading for the game giant EA\'s help in fixing the issue with their game. I know I am just one gamer and it\'s very apparent that EA really doesn\'t seem to care about my investment with them. However I am going to forward this email out to every video game review site, publish it on every social media site I can think of, and in any other way I can to let people know my horrible experience with EA, and the fact that they do not stand behind their products. I am very thankful that I recorded the phone call with the rep at EA so I can publish the recording on YouTube where he states for me to actually wait around for EA to fix the game bc it has a lot of bugs, pay $15 to send a disc back, or actually call Sony about a known EA issue. As well as the many other highlights of the terrible experience (esp the fact that I have to pay $15 for a new disc with no voucher will be given), as well as my over 15 requests to speak with a manager and him actually telling me no that I cannot speak to one. I hope this gets some publicity and informs people before they decide to make an investment in EA when there are actually better playable options from other companies. I hope that I can at least have the dignity of a response to this message. I will wait a week for you to provide a solution before I begin my posts of the recording, my experience via social media, and blasting this email out. This way if I get no reply I can site this email to the upper management of EA as an absolute proof of your company\'s lack of service. I will say at this point I am not going to send the disk back and wait weeks for a new one, that is just absurd. I would at the very least expect EA to offer me a download of this game as I should not have to pay anymore money, nor should I have to wait for a new disc. My time is valuable and this is hours upon hours of my time taken up for an issue that should never have occurred when I made an investment in an EA game. My name is Logan Molloy, 615-203-4190
Dear Logan Molloy,
Thank you for your patience with me while troubleshooting on the phone.
I deeply apologize being unable to resolve the issue you were experiencing, however I suggest that you wait for further updates and since Star Wars: Battlefront was just released, fixes are regularly being pushed out that may solve issues like the one you had. You may also contact Sony Support for any additional information about this issue.
Thank you for contacting EA and have a great day!
Regards,
Rhett Abram N.
EA Customer Experience
