I condensed all of my posts regarding my trials and tribulations to get more activations into this one single post, separated by dates posted in this thread:
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Date: 10/02/2008 15:37:18
Started: 8:01am, Pacific Standard Time
Finished: 8:21am, Pacific Standard Time
End result regarding the issue of SecuROM's 3 computer license validation program:
Unresolved.
Rumors put to rest: You do not need your receipt for this issue. You only need your receipt if you intend on
replacing your
CD Key, and intend on invoking your
Warranty.
=-=-=-=-=-=-=
As expected from a long-distance non-toll free technical support line, I was immediately thrown into the deep end of a murky robot voice filled pool with very little direction on how to swim to keep myself from sinking.
It took almost 5 minutes for me to finally get an operator; but to save you guys time in doing so, I will tell you up front the fastest route:
Step #1 - When asked if you're phoning about Rock Band
#1, or Another Game
#2.
Press 2 on your phone.
Step #2 - Immediately and clearly state the name of the game you're phoning about.
Spore.
Step #3 - Immediately and clearly state:
Warranties or
My Account - Saying
Registry Keys will just lead you in circles, so don't choose that one.
Step #4 - Immediately and clearly state:
Operator
You will then hear a weird tone much like the Capcom logo theme, and you'll then be greeted by an operator.
You may be able to skip Steps #1 to #3 by just saying Operator.
My impressions of the customer support:
He first asked what game it was about - He then asked what the problem was.
He was no-nonsense. So if you're phoning them, know exactly what the problem was, I personally messed up and forgot to write out the entire error, and I obviously hadn't memorized it, so I wasted a good two minutes just looking it up and reciting it to him. If you can, use a cordless and recite the error as it happens on your computer to him. Once he understood what the error was, he proceeded to ask me for personal information:
- Account E-mail
- Full Real Name
- (Area Code) Phone Number
He then asked for game information and how I got to that problem. I explained to him that it happened due to me switching hardware around, as well as reformatting my computer due to my bi-annual cleaning ritual. So I clearly needed:
- The Serial Code/Registry Key
He then read back the serial code to me in phonetics. Such as "Niner" for 9, and "Zulu" for Z to clarify the registry key. Make sure it's correct, it's very important obviously. They make mistakes so you better be listening carefully.
Finally, he put me on hold for a good three minutes. Sadly, when he came back he recited
"Yes, your serial code is valid, unfortunately you have hit your 3 computer limit, which is out of the hands of our Tech Support. I can however refer your problem to the head Technician, and we will phone or E-mail if the issue is resolved."
I asked how long it would take, he said he didn't know. We gave formalities, and the conversation ended abruptly with him hanging up quickly.
It was pleasant - it made sense from a phone operator's standpoint. Sadly... I'm left unsatisfied, because my issue is not resolved yet.
I will edit this post if the issue is resolved, but until then, I won't give a final summary as I'm biased by the lack of resolution in this issue.
I hope this helps anybody else who is intending on phoning the EA Customer Service to resolve their own issues regarding SecuROM's horrific experiment at our expense.
-- Dairuka Sutain.
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Date: 10/05/2008 18:54:44
Original Post Found Here:
http://forum.spore.com/jforum/posts/preList/6800/74308.page#74308
Here's EA's first E-mail response; which had arrived
Saturday, October 4, 2008 at
5:56pm.
Please remember that I brought this issue to EA's attention during my phonecall on
Thursday, October 2, 2008 at
8:00am.
Thats more than two full days for a real
response. Note that my issue is still not resolved, as they need
even more proof. As if I couldn't have done this during the phone call... I don't see why I had to wait two days for this.
Anyhow, I turned this into a thumbnail to make it easier for people to read this thread:
This screen-shot shows the date received:
Don't spam my E-mail in that picture please, I use it for all of my forum registrations.
This screen-shot shows the entire message:
Apparently they either don't believe that an error has happened or my particular error is so outstandingly rare
- that they just felt the need to have me take a screenshot of it. After I respond, I'll make another post so we can accurately time how long their response takes. Please note I won't count the time between the E-mail's time, and the delayed time it took for me to actually respond.
So thus far, the total time to get this issue resolved is:
2 days, 9 hours.
Issue Status:
Unresolved.
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Date: 10/05/2008 19:33:24
Original Post Found Here:
http://forum.spore.com/jforum/posts/preList/6800/74400.page#74400
12:20pm: Started E-mail
12:27pm: Finished and sent off the E-mails.
Another seven minutes of my time spent trying to resolve this issue, on top of the twenty minute phone call, and two day wait. So far this
easy resolution is becoming quite difficult.
What I did:
Quite simply, I followed their instructions to the Letter.
- I clicked Start
- I clicked Run
- I typed in DXDIAG
- I clicked Save All Information
- I saved it in My Documents
Then
- I tried to start Spore again on the upstairs computer
- I took a screenshot of the error by pressing
Print Screen.
- I
pasted the screenshot in MSPaint.
- I saved it as a .jpg.
I then clicked the exceedingly large link extended from
http://ea.custhelp.com/ given to me in the E-mail.
From there I typed in, "I've enclosed the SporeCrash.JPG and DXDIAG.txt here."
I uploaded both attachments. I sent the reply there.
Then I returned to the E-mail, and I clicked "Reply". There I typed "I've enclosed the SporeCrash.JPG and DXDIAG.txt here" and I uploaded both attachments again, and sent yet another reply.
We'll just have to wait and see how long it'll take for them to respond. I'll be watching: I hope you guys are too.
Total Time I've Wasted:
27 minutes.
Total Time I've Waited:
2 days, 9 hours.
Issue Status:
Unresolved.
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Date: 10/05/2008 21:12:26
Original Post Found Here:
http://forum.spore.com/jforum/posts/preList/6800/74608.page#74608
Well, I just checked my E-mail again; and this is what I see:
Naturally EA thinks the problems instigated by SecuROM's SPORE like licensing policies are caused by my video card drivers, a full temp folder, background tasks and of course, Hardware Sound Acceleration settings.
For the sake of amusement, I'm going to do all of these tasks before responding to them.
Total Time I've Wasted:
27 minutes.
Total Time I've Waited:
2 days, 9 hours, 30 minutes.
Issue Status:
Unresolved.
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Date: 10/05/2008 21:38:41
Original Post Found Here:
http://forum.spore.com/jforum/posts/preList/6800/74687.page#74687
Sunday, October 5, 2008:
2:02pm: Started updating the computer.
2:34pm: Finished updating the computer, and sent off the E-mails.
I've responded again after following each of the suggestions made by EA's automated response system.
I took another DXDIAG, and another screen-shot of the error.
Then I responded attaching both the .txt and the .jpg of each again with the following message enclosed:
Dairuka wrote:While I realize your last response was more automated, or copy and paste than anything - I still took the time to follow every step presented to me. The video card is fully updated. The sound card is fully updated. The hardware sound acceleration has been changed to Basic. The temp file has been removed, and I tried Spore both with and without something running in the background. I've enclosed my latest DXDIAG, and another picture of the error message.
It's clear to me that none of these actions will work in my favor - because the problem I'm having with Spore is caused due to the fact that I've already used up my 3 "Total" installations. Two of which had been wasted due to reformatting two computer hard-drives that the game was originally installed on. If it's not too much trouble, I'd like to have two of those activations de-activated, so that I can actually play my copy of Spore on my computer upstairs.
Lets see if I get a proper response.
Total Time I've Wasted:
59 minutes.
Total Time I've Waited:
2 days, 9 hours, 30 minutes.
Issue Status:
Unresolved.
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Date: 10/05/2008 21:52:39
Original Post Found Here:
http://forum.spore.com/jforum/posts/preList/6800/74724.page#74724
Well, I got another automated response pretty quickly telling me I should tweak my firewall. Considering the computer in question doesn't have a firewall as of yet,
(I just reformatted it, and haven't touched it since.)
So, I pretty much turned off Windows Firewall, and naturally I got another error. No point in taking a screenshot of it this time.
I responded again:
Dairuka wrote:I turned off Windows Firewall, and naturally it did not work. No screen-shot enclosed.
Because this is a problem with SecuROM's 3 computer licensing. I need an actual person to speak with, so I can hopefully get two installations de-activated, or at the very least garner more activations so that I can play Spore on my other computer.
Naturally I turned on Windows Firewall after trying Spore out.
This is getting kind of sad. I feel sorry for everybody else who has to go through this bull-crap to be able to play Spore.
Total Time I've Wasted:
1 hour, 2 minutes.
Total Time I've Waited:
2 days, 9 hours, 42 minutes.
Issue Status:
STILL Unresolved.
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Date: 10/06/2008 02:33:21
Original Post Found Here:
http://forum.spore.com/jforum/posts/preList/6800/75414.page#75414
I finally got a non-automated response; as he actually used my first name.
Unfortunately, the response I got was rather aggrivating:
EARep Roddy wrote:Hello Adam,
Thank you for contacting Electronic Arts.
In order to get assistance regarding this matter, please contact us by calling our toll free number 650-628-1001 to talk to live person.
.
If there is anything else we may do to assist you please let us know.
Sincerely,
EARep Roddy
Player Relations
Electronic Arts
Truly this is customer service at it's finest.
I guess I'm phoning them tomorrow. I'm not going to be as polite now.
Total Time I've Wasted:
1 hour, 2 minutes.
Total Time I've Waited:
2 days, 11 hours, 30 minutes.
Issue Status:
STILL Unresolved.
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Date: 10/07/2008 19:36:58
Original Post Found Here:
http://forum.spore.com/jforum/posts/list/75/6800.page#79004
Tuesday, October 07, 2008
Started: 11:55am Pacific Time Standard
Finished: 12:23pm Pacific Time Standard
As you all know, I phoned up the Electronic Arts Customer Service support line again at: 1-650-628-1001.
I was put on hold for quite literally 21 minutes.
Take into consideration I live in, Canada, and I was phoning a number based in
Texas I imagine the long distance charges will be substantial. I only did this because of the importance of this thread.
When I had finally gained the attention of an operator, I'd like to point out that he was very impromptu, and very polite. I definitely got lucky and received someone who knew what they were talking about.
Which is actually a little un-nerving, considering the types of questions I asked him.
He stated the following about the following issues:
#1. If they believe your account has been used
over 10 times, you
must provide proof of purchase on the back of your manual, as well as a proof of purchase by way of a
receipt.
#2. The total installation attempts on the
first batch of games released in the month of September have a total of
3 installations. Any other versions of the game released have a total of
5 installations, leaving those of us suckers who bought the game early, SOL.
#3. He stated that a de-activation tool has nothing to do with Electronic Arts, and that he did not have a release date available for such a tool.
#4. He refused to acknowledge the multiple days I spent on this particular subject.
#5. He
flagged my account due to the over-use of my account registration key; despite the fact that I've only given the Registration Key to
The last Customer Service Representative I spoke to.
#6. He stated that changing out
any hardware will directly use up an installation.
#7. He stated that changing
firmware, or drivers will not use up an installation.
#8. He stated that reinstalling the game on the same computer will not use up an installation,
unless you reformat.
#9. He stated that resetting your CMOS or BIOS will use up an installation.
Now, lets get down to business:
Once again he asked me for my E-mail, and my first Name.
He then asked for my problem; requiring the full details of the problem, including the error name; as well as the number of times I've installed this game on my two computers. The answer was
5. He claimed it had been installed on
15, despite the fact that I've only given the Registration Key to
The last Customer Service Representative I spoke to.
He then offered to give me
3 more installations on my version of spore, but after that I would have to buy a new version of Spore, since he believes that I'm pirating it, or I have given it out to my friends.
I proclaimed my disgust in a polite manner; and he went on to flag my account, stating that if I use my E-mail address again, he'll add more installation limits as a special case. Unfortunately this means I will have to
phone EA customer service at long-distance charges to get it done. I can not use their E-mail service.
However. I tried the game on my upstairs computer.
It worked. Finally.
Total Time I've Wasted:
1 hour, 30 minutes.
Total Time I've Waited:
2 days, 11 hours, 30 minutes.
Issue Status:
Finally Resolved.
Total number of days to get this issue resolved?: October 2, 2008 - October 7, 2008:
5 Days
So. Are you guys ready for when you need to phone EA? I know, I'm never going to do that again.
Fin.
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