EA's Origin DD service (not that Origin)

Anyone who defends this POS that is Origin needs their head examined.

Case in point.
This morning I notice BC2: Vietnam is on sale for $5 and I thought.. ok, this is a good chance to testdrive the service and see if I really am just looking through clouded glasses, with my displeasure with the whole EA/Valve thing.

I buy it, pay through paypal and immediately recieve my reciept for payment from paypal.
Nothing from EA, despite the fact that in ORIGIN it says to look for the code in the email that they have sent.

I wait 5, 10, 15, 30 60 minutes constantly checking my spam folder in case it gets stuck in there. Nothing. 2 hours rolls by, and I still don't have the code. Nothing is showing up in Origin that I have even purchased it. Keep in mind, they have taken my money.

I get fed up, and contact customer support through live chat. She says - It is still waiting to be cleared on our end! I say, you have to be kidding me, this is "digital distribution". When I buy something from Steam it's available immediately.

So my code finally shows up, and I boot up BC2, hit the Vietnam key and it asks for my serial number. I alt-tab out, and ctrl-c the code, and pop back in to BC2. Can't paste it. So I pop back out and write it down (what is this 1992?). I then type it in, and it says the code is invalid or already been used. I try 10 different times typing the code in, both with and without hyphens... no dice.

Back to Customer Support I go, and spend 15 min. with the CSR giving them the code, my email, order number, etc. Finally she says "I have activated the code and you should be good to go".

Back in, and low and behold it finally works. 2.5 hours after I purchase it, I can play it.

Totally unacceptable. I will never buy anything from EA directly again. If I decide to buy Dragon Age 2, BF2, Mass effect 3 (which I probably will) it will be from ANY DD service that that piece of sh*t.

/end rant

That kind of illustrates the problem with EA, Origin (or EADM before it) isn't just a client but the whole service and account system, and it's not really great. If they're in this for the long haul, and to get the most out of it and compete with steam, they need to take a bit of pain to overhaul all those parts that combine into the service.

Not just thinking, how can we collect those few percent for ourselves that we're currently giving to those guys in Seattle. Just as there's Apple cultists who only buy Apple stuff, and steam users who only buy on steam if at all possible, they need their service in that position. When people are using something because they love it, you can't beat it by simply taking your toys and going home.

El-Producto wrote:

Like mannishboy I have trouble deciding which of my 17 EA accounts I'm supposed to use to download the Battlefield games that I bought from them years ago.

I'm at a loss at how people end up with that many accounts I've had one since they started making us use them.

/sigh

While the CD Key issue is unfortunate it does happen with every service on occasion. The paypal issue is not an isolated issue with Origin. I've experienced delays of up to two hours before Paypal releases funds to the end party (in my case for Minecraft) so it's unfair to blame EA on what is essentially an escrow type transaction system.

TheGameguru wrote:

/sigh

While the CD Key issue is unfortunate it does happen with every service on occasion. The paypal issue is not an isolated issue with Origin. I've experienced delays of up to two hours before Paypal releases funds to the end party (in my case for Minecraft) so it's unfair to blame EA on what is essentially an escrow type transaction system.

I have over 50 games purchased on Steam, and it has yet to happen to me... ever. I pay with paypal for all Steam purchases, and the games are available to me INSTANTLY.

Even if it's not their fault (which is bs), for the key to not actually be activated when they send it? Unacceptable.

I'm sorry, it's not like digital distribution is new, and a juggernaut like EA has ABSOLUTELY no excuses for poor service such as this.

Probably since their account system sucks so hard it's the path of least resistance to just make a new account than to go through the pain of recovering it (do you remember the account name, do you remember the password, have you been using the same email account since you started playing game X and still have access to it), and then there's the issue of 'personas' which are some sub-account identity for various games. To be honest, if EA don't want to tackle their account system and make it sane, or satisfactorily support the old ways rather than throwing their hands in the air and saying they can't help you, then I can't see why their customers should.

And they expect people to give them money, often at higher rates than are commonly found elsewhere.

I'm not expecting perfection, no DD store that I know of is perfect, but it'll take a little more than feature matching over the next year and a half to be considered level or even better.

I've had nothing but terrible experiences with EA customer service. A less egregious than El-Producto's but still very illustrative example: I tried to unsubscribe from their email list about sales. I clicked the unsubscribe link in the email and it takes me to a web page that says it can't find my email on any lists. I take that as a sign I am removed. I get another email, I try it again, same results. So I go to EA's website to try and contact customer support. They don't have an easy way to do it so I have to pretend that I'm complaining about Dragon Age because it requires you go through a menu system that requires a specific game be entered. I ask to be taken off the email list and a couple days later I get an email saying:

If you wish we can remove your account, but please understand that once we remove your account, any game registration that you have on the account will not be accessible by you. Also, you will not be able to use the same registration code(s) to register another account for the game(s).

If you still wish to go ahead and get your account removed from our database, then please provide us the following information: -
- Your account name that you wish to get removed:
- Your date of birth:

Once we have the required information, we will remove your account as per your request.

They didn't even take the time to understand my complaint. I just wanted off the email list that they supposedly let you remove yourself from.

Steam on the other hand has never caused me to have to contact customer support. If EA is going to have support that bad they should at least make their automated systems work as designed.

Haha, there's always someone who will defend the undefendable.

Ugh... It's $5. Holy outrage. Agreed it's paramount to get the serial key correct but it's happened with me once with Steam. Took about an hour to straighten out. I certainly didn't post some outrage diatribe over what was a $9.99 purchase.

Sorry your experience was so negative. Lucky for you there is choice in the Digital Distribution marketplace to send your business elsewhere (oh hey...see what I just did there)

gregrampage wrote:

They didn't even take the time to understand my complaint. I just wanted off the email list that they supposedly let you remove yourself from.

I think that's a general problem with customer service for companies. with a lot of customers (or enough complaints that they've had to use such a system). The first go-around will always just say "have you tried reading these articles on our knowledge base", even if the system for submitting a ticket does exactly the same thing. And then when you maybe get through to a human, you've got to wrestle with them to understand your problem before you start making headway. Even then it often seems like their focus is making the problem go away and removing the ticket from their system, rather than solving it.

It's not a problem specifically with Origin/EADM though, it's an EA problem, although origin might highlight it a bit more to make it more visible. I wonder what the transition will be like from origin as a download manager that you can ignore once it's job is done, to being something more integrated that you have to use with your games (like how steamworks games and steam are inseparable). It says something that Valve hitched their wagon to steam and made all their games linked to it, they are part of the one unit, they couldn't abandon steam and had to stay with it, and eventually turned it into the store it is today. If EA are going to do the same I hope they put as much effort in, because going by their past efforts and their long term game support, I'm not optimistic.

TheGameguru wrote:

Ugh... It's $5. Holy outrage. Agreed it's paramount to get the serial key correct but it's happened with me once with Steam. Took about an hour to straighten out. I certainly didn't post some outrage diatribe over what was a $9.99 purchase.

Sorry your experience was so negative. Lucky for you there is choice in the Digital Distribution marketplace to send your business elsewhere (oh hey...see what I just did there)

Seriously?

Pretty sure this is a discussion about Origin. I was merely providing an example of what I think is a crappy service, and for the record only one in a string of annoyances I've had with EA.
Also, upon trying to fix my problem I was browsing the Origin support forums and it appears I'm not the only one with the issue, one of dozens upon quick perusal.
And as I stated in my post, I will be taking my business elsewhere.

The way I see it, the company that produces the game really should be the best place to buy it (or be directed to the best place to buy it). EA isn't some newbie garage developer, they're one of the biggest game publishers on the planet, so they really should have their stuff straight. It's not like we're banging rocks together here.

I just think the origin show will be fun to watch when they try to get a decent amount of people using it unless they shape up.

Hey look, it's the same consumer vs. corporation debate we've seen on the site going on half a decade now. Points have been clearly stated on either side of the fence. Move on please.

Interesting rant/piece/eyeopener/FUD/whathaveyou over at PixelatedGeek.

Nimcosi wrote:

Interesting rant/piece/eyeopener/FUD/whathaveyou over at PixelatedGeek.

I believe it somehow misses the point entirely. If you buy a different SKU of a game to vote with your wallet I think you are doing it wrong. The problem of Origin for me is neither DRM nor intrusiveness, but basically a fact that it offers an inferior service and forces you to use it for certain EA games. I understand that they want to leverage the service with some of the exclusive titles, but it still doesn't make much economic sense why they are not offering the games through multiple channels.

Steam is a DRM and it can be intrusive if it wishes so, yet there is much less ruckus about it. Excellent service and well thought-out functionality outweighs the cons, at least in my view. Origin so far is just a DRM, a more developed version of Ubisoft launcher (a.k.a. always online DRM).

Nimcosi wrote:

Interesting rant/piece/eyeopener/FUD/whathaveyou over at PixelatedGeek.

An interesting approach at the end, but not something that will benefit anybody except EA, who I am sure would appreciate not having the hassle of supporting the PC.

I have had to use Origin twice now (for a long ago purchase of Sims 3 through the EA store and a new purchase of Sims medieval) Both times I ended up on with EA support for issues (the Sims 3 didn't show up and medieval install codes didn't work)

That's 2 for 2 for suck.

On the survey both times when it was resolved i made sure to enter my thoughts on having to use origin. Not like i think it will matter though.

Oh yeah, 1 more thing. I installed medieval and when i launched it I immediately had to wait another 20 minutes to patch. Come on EA, its your software on both ends. Why cant the initial download be the patched version??

Cobble wrote:

Oh yeah, 1 more thing. I installed medieval and when i launched it I immediately had to wait another 20 minutes to patch. Come on EA, its your software on both ends. Why cant the initial download be the patched version??

I've wondered the same thing about the PSN. I don't get it.

MannishBoy wrote:

I think everyone should click this link. Or this one. Or maybe even this one.

Then prepare for the end of the world. Because it's nigh.

Do you mind telling us what it is, for those of use who don't live in the US and just get redirect to the front page.

Scratched wrote:
MannishBoy wrote:

I think everyone should click this link. Or this one. Or maybe even this one.

Then prepare for the end of the world. Because it's nigh.

Do you mind telling us what it is, for those of use who don't live in the US and just get redirect to the front page.

Valve games. But I think I was actually misreading the fine print. I thought due to the fine print about the requirement to download Steam that it was saying you could download the games. But apparently these are just box copies, so it's no big deal. EA was the distributor for retail on these.

Not so much the end of the world, just indicative of (at least part) of a business relationship being functional. It's a good thing.

It's copies of L4D2, The Orange Box, and Portal 2. All of which are physical media. EA has been Valve's hard copy publisher for a while now, I don't see any need to cry foul unless Origin offers these games through digital distro (or force the Origin overlay on any of them). Otherwise, this is exactly what EA has been doing long before Origin was a twinkle in EA's eye.

EDIT: AYE TIPE SLOE! DERP!

I think everyone should click this link. Or this one. Or maybe even this one.

Then prepare for the end of the world. Because it's nigh.

EDIT: Never mind. I thought these were download versions because of the fine print at the bottom, but they are really just boxed copies.

demonbox wrote:

Not so much the end of the world, just indicative of (at least part) of a business relationship being functional. It's a good thing.

Yeah, I reread the fine print about download requirements and edited my posts. I thought these were download copies, but it's really just requirements to download the Steam client, not the games.

I'd be more OK with it if the software wasn't so underwhelming, like GFWL underwhelming.

Kurrelgyre wrote:

I'd be more OK with it if the software wasn't so underwhelming, like GFWL underwhelming.

Agreed. It's functional, as in, it does the job (and not much more), but it's not very nice to use for more than that. You could make a nice long list of features it's missing compared to other similar clients. I'm not sure what I find worrying, that EA think it's sufficient and good, or that they might get an amount of gamers thinking it's good.

After finally getting Origin to finish downloading and install my second copy of Bad Company 2 (Steam version being the first copy, which Origin fails to recognize as existent), it now believes that there are once again no copies of Bad Company 2 on my PC, and requires a re-download/re-install. This, after a week and a half of it seemingly losing large chunks of the installer and starting over again from further back in the process. That is, it might get up to a 30% complete download one night, only to begin at 12% on reboot the next night. What a PITA.

WipEout wrote:

After finally getting Origin to finish downloading and install my second copy of Bad Company 2 (Steam version being the first copy, which Origin fails to recognize as existent), it now believes that there are once again no copies of Bad Company 2 on my PC, and requires a re-download/re-install. This, after a week and a half of it seemingly losing large chunks of the installer and starting over again from further back in the process. That is, it might get up to a 30% complete download one night, only to begin at 12% on reboot the next night. What a PITA.

You should have been able to take your Steam code and input it into Origin to have a copy there as well. When I did that for Dragon Age, it even recognized I already had it installed, and I could launch it from either Steam or Origin. Is that what you're saying it didn't recognize?

Looks like they changed where you put the code in now with the new version. It's under settings>redeem code.

As far as I remember, Origin is pretty dumb in terms of installing/managing a game's files in comparison to steam or impulse. They've moved away from just letting you download the setup files, and it seems to pretty much be an alternative to that, downloading a v1.0 of a game to your hard drive and just dropping the registry entries in place. What it severely lacks is any kind of file verification, built in (as in, fully integrated) patching, and recognising and repairing an install. Installing straight to the latest version would be good for games like BFBC2, as the game's own patcher is dumb and downloads whole new versions of changed files.

I guess their bandwidth costs are lower than the costs to develop something nice, and they're satisfied with just 'good enough'

Recently they've been harking on about getting 3rd party games on Origin, I guess through a similar thing to their partners program, but I wonder if they can keep those developers/sub-publishers happy. MS has got some bad press recently from a few developers calling them a nightmare to work with. 'Whiney little gamers' are one thing, but when it's the people on the other end of the supply chain it's another.

Yeah, how do you convince a publisher/dev to go with Origin and not Steam when that's the state of it? Sure they can do both but honestly it sounds painful and I don't see many developers/publishers really wanting to subject their customers to it.