Helen Shue sent a message to Andrew Wilson CEO, Electronic Arts Inc. email address that said:
I established phone contact with EA Help regarding a Pogo Gem issue. I was happily amazed by the swiftness of contact between my request for assistance and the actual phone contact with EA Help staff. Moreover, I applaud the professionalism of your staff member Ashish S. If I had the power I would promote this young man. Unfortunately, I do not have the power and Ashish S. also does not have any power as he was unable to assist me with my issue and as such, the issue went unresolved, at least unresolved to my liking. I have been a long-standing and active Pogo consumer. I recently made a purchase of 2000 gems for $119.99 on March 14th. Today that exact purchase was offered with an additional 800 gems for the same purchase price I paid a few days ago. I called for help to resolve the difference in gems. If I paid $119.99 for 2000 and today, a few days later for the same $119.99 could receive 2800 - I should be able to receive the difference since it is a few days difference. As a consumer, I have often been able to go back and get the sale price/difference and I believe this is the same scenario. Historically, I always keep up with all hidden object games I enjoy, and throughout the year I purchase these games ongoing, in addition, I purchase mix and match and badge albums accordingly. My gem purchase was due to the release of the states badges - I was overly zealous in securing the badges. I am seeking resolution of those additional 800 gems being added to my account. My account is set to renew in April and as a consumer, I fully expect to be valued as a customer especially since I am so active on the site as well as a vocal supporter about Pogo to friends and family, which is why at least 9 have joined Pogo due to my recommendation. To make this clear, I am not trying to extort or threaten - I am seeking resolution to this conflict and that is all - I know as a customer I am free to take my business elsewhere and you as a service provider are likewise empowered with the same decision base. I do have expectations because I value my transactions with Pogo and expect Pogo to do the same. Am I out of line here? Have I exceeded what I can expect from Pogo? Can I expect prompt resolution and contact from Pogo after this request? I certainly hope so! Please feel free to call me if you have any questions - you can find my phone number on the Pogo site under AnnPaul47 - best regards! Helen
