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Electronic Arts' offshore tech support wins this round

When a software company engages with an offshore technical support team, they signal to the world that they have little interest in supporting their users. Offshore teams have no incentive to actually solve problems. In fact, individual tech support reps get punished for independent thought in some organizations. So if you have a support issue that they can't find in the support manual (even if you send them a link to the exact community page that explains the issue and solution), they won't help.

Electronic Arts, the legal successor to Maxis for all things SimCity, has an offshore tech support team that has, I believe, completely given up on solving my problem. That it took as many emails as it did before they finally asked me to do something impossible only adds to the farce.

I got this message this morning:

Thank you for contacting EA Help. My name is Krishna and I would assist you with your Origin issue today.

I would suggest please contact your retailer they will help out this issue.

Krishna, the most likely case is that I am contacting the retailer. My reply:

I actually don’t remember where I bought the software, because I bought it 18 years ago. I thought it was Egghead, but they went bankrupt in 2001. So I probably bought it directly from Maxis. EA bought Maxis in 2015. So, really, I bought it directly from the company you represent.

Once more, with feeling: I have a license for SimCity 4 that I obtained in 2003. The software does not work on any Windows platform after Vista because Maxis made an engineering choice that turned out to be wrong. Flash forward to 2021, and the only way I can use the software today is through Origin. I therefore need to download the software using Origin, and then activate it, which requires a code.

Is it possible to escalate this to someone with the authority to solve this very simple problem?

I believe EA has now burned about 4-5x the value of the activation code avoiding giving me the activation code. As a 25-year veteran of software development, I can say this exactly the outcome I would predict from an offshore tech support operation.

So, I'll probably just give EA $20 for a new license, while continuing to ridicule them on social media.

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