Yesterday EA Australia was awarded a 'Shonky' by CHOICE, Australia's largest independent consumer advocate, for charging customers $2.48 per minute to complain during the Sim City launch debacle. This morning EA responded claiming it appreciates the feedback, and touted some of the changes it made during, and after, the Sim City situation.
"We apologise to our players in Australia who were charged while calling to get support for their games," said Snezana Stojanovska, Regional PR Manager, APAC and Developing Markets. "We agree with the sentiment that customers should not have to pay unreasonable costs for support, and have taken immediate steps to rectify this situation.
"During the Australian evening hours, we switched the premium service number to a Melbourne local rate phone line as an interim solution. In addition to phone support, players always have an option for free live chat, email support, and community resources on Answer HQ, EA’s online support community.
"Thank you for your candid feedback, and we hope these changes improve the support experience for our Australian customers."