5h:45mins

No, it was the NU2001 bug that was affecting a great number of players for awhile there. It was not an action taken against anyone's account, it was simply a bug that Bioware had to fix. But I was banned for talking about it. Go figure.

It's oddly comforting to know that the dev team isn't the only incompetent division of Bioware.

Sounds like a fluke to me, perhaps they had a busy sunday night- most centers don't staff well on the weekend. That's a long time to wait- you'd have felt much better if you'd stopped after an hour, and given it a try the next day.

I've worked in a call center- so I know well when it gets busy, you're looking at two hour waits, long transfers to higher agents, and plenty of dropped calls due to mistakes or incorrect transfers. I can believe this story, since dealing with furious customers who've had to wait three hours became daily at some points.

Actually they outsource their phone calls to a 3rd party so it's not BW.

Regarding the first post - That's odd.

Recently I called them regarding my Security Key and was waiting only 5 minutes for a Customer Service agent to pick me up. Problem got solved in 1 minute. Maybe it's different for EU/US/Asia.

^ It is.

I've called them twice about my Security Key app (1st time I lost my phone, and 2nd time I deleted the app). The first time took 25 min and the 2nd time somewhere between 10 and 20 min.

Should have put this in customer service section TBH

NOt sure what good itw ill do here.

You mad bro? Can I have your stuff?

Yuck ~ that sucks Irisa. Glad to see that you're still with us btw.

I bet you got transferred like a ping pong ball between people who didn't know how to handle your specific problem, or didn't have the authority to do anything about it.

Chances are there was one individual who was supposed to be there to handle this specific account issue.
~ only they were out sick, and no one else would pick up the call because they knew they couldn't help you out.
~ so you just sat in the queue until it hit the limit timer & transferred you back to the first party or ended the call.

I would bet that if you tried again, your issue would get resolved.

it's a BW fail for sure ~ but I bet it was caused by something temporary.

This is why I don't use their phone service. They probably only have a handful of people on phone service during peak hours. 3 or 4 at most, handling THOUSANDS of calls.

Submit an in-game ticket and/or send them an e-mail. It can take a day or two to get your issue resolved that way, but only requires a little patience. You can also request they call you by phone through e-mail if text isn't cutting it.

Use all avenues available to you in contacting them. Relying only on phone support will disappoint you 7 times out of 10, at least.