Ranking gaming companies by customer support quality
The quality of gaming companies’ support is a constant topic of discussion among PC gamers. So we decided to compare and rank gaming companies by their customer support to see what the numbers tell us.
Ranking gaming companies by support quality reveals some interesting insights. Some of you question why anyone would need to contact support for so many companies. Others suggest that multiple support contacts may be due to issues like refunds or setting up LAN parties. One of you even goes so far as to suggest that some people may need emotional support from gaming companies.
But others speculate that individuals who require extensive support may be difficult to assist, and may have developed bad habits. Many of you recall positive experiences with Blizzard’s support in the past (though not recently), while others express curiosity about Blizzard’s current support quality.
The discussion then devolves into a variety of anecdotes and personal opinions, with some of you sharing your support experiences with companies like Rockstar, EA, Bethesda, Epic Games, and Square Enix. Others recall negative experiences with Sony, including issues with refunds and unhelpful customer service.
“Sony refused a refund for me on a PS3 game that they removed from the store,” one of you shares. “I contacted them about it, and they said that they can’t refund any digital purchases because they were technically never mine to begin with.”
“Used to work for EA customer support,” another of you shares. “Defending EA support quality isn’t hard. We had a 24-hour live chat for all of our games, and you could get in touch with an agent within 10 minutes, usually.”
“EA customer support is the best,” another of you shares. “Issues were usually resolved in the game, and most of the time it was quicker than a repair. I’ve written to them three times in my life, and they were always super helpful.”
“I used to work for EA customer support,” another of you shares. “I was very proud of my work and felt that we actually helped people. Now, I’d like to say I still support EA, but I’d be lying. EA is outsourcing the hell out of their support, and I think it’s gotten a lot worse.”
“I used to work for EA as a CS agent,” another of you shares. “There was a lot of pride in the work we did and I’m not ashamed of anything I did while there. I think that outsourced support is a necessary evil but I’m glad that I never had to work under those conditions.”
Despite the criticism of their monetization practices, many of you generally agree that EA’s customer service is commendable. “EA support is pretty good,” one of you shares. “I had a problem with my Origin account some months back and they responded within half an hour and had it sorted within 24 hours.”
“I had my Epic account hacked,” another of you shares. “I alerted them, and they were quick to respond and reset my account. They also gave me a key for the game that I had lost progress on and told me to start fresh – pretty good experience.”
The article could conclude here, but I thought it would be fun to add a few more stats to the mix to round out this discussion. So, before we go, here are some more interesting stats about support for some of PC gaming’s biggest companies:
According to SteamSpy, Blizzard games account for 1.1% of all PC game sales, but they rank third in terms of support requests with 5.8% of all support requests.
