First of all let me start out with saying, this isn't directly relevant to the recent controversy but does generally speak volumes about how the studio/company is being ran.
Backstory:
Recently I have undergone the effort to update my email on all of my accounts because it was leaked online. I have had very little problems doing this with most companies and account (50+ accounts). Some companies might have a slightly more drawn out process but generally we able to achieve update my email.
Performing this task with BattleStateGames for my EscapeFromTarkov account has been the most painful by far. My support request has been open for almost 3 weeks.
Let me explain whats gone on in more detail...
My experience with BattleStateGames Support:
I am happy to share the complete support transcript once I am done battling them to get my email changed but for now I wanted provide some information for other users who may wish to do this in the future.
First of all, the option to update your email is currently not available, you have to contact support. No problem I said to myself, this isn't beyond reasonable.
I opened a support case and they told me that they can't change it and that I should contact my email provider if I lost access to that email. Since I am a resident of a country that has strict data protection laws, they are legally obligated to perform this email change. I sent them a link to the specific law and they changed there mind, suddenly they are able to change my email.
Though they have now said they can change my email they wanted me to jump through a lot of hoops first. Support told me in order for them to change my email, they needed the following information:
-
Screenshots of the pre-order purchase receipts from your payment system.
-
The email address that was used to create the account initially.
-
The login name associated with the account.
-
All game nicknames that you have used.
I purchased the game nearly 7 years ago, which is just about the limit for financial companies to keep records of this stuff. Also, expecting someone to remember all in game nicknames over a 7 year period is frankly ridiculous.
These requirements are so over the top, I already got the feeling they were trying to make this unachievable so they had an excuse not to comply with my countries law. An easier solution to this problem I have seen is, to provide formal ID that matched the purchaser name on the initial transaction.
Any way, I managed to track down all the information they asked for and provided the new email I would like to use. This email is using a custom domain so a little different to your standard user. I manage my own domain for my emails since having my email leaked because it gives me some nice options to avoid spam when addresses get leaked.
Their support simply advised they can't use that domain and the domain has to be from one of the big tech companies like gmail (without any reasoning to why). I asked them to explain to me why they couldn't use my domain since I am the owner of the domain. They simply referred to their previous message without any further explanation.
I didn't believe support at this point, they had already lied to me in the first place saying they couldn't change my email, only changing their mind when I brought up the law (in my country).
I decided to create another email address on my domain and try registering an account with this email to test if I can in fact use this domain. Unsurprisingly this worked, I was able to create a new account and am able purchase another copy of the game using this email with the same domain I requested they change to.
This suggests that they are lying to me about changing my email and trying their absolute best to avoid having to do this.
Conclusion:
With the recent controversy and now this, I am at a point where I simply don't trust this company. Why does changing my email have to be a 3 week endeavour and why the lies?
They seem to not be following good practices of operating procedures and I am done supporting this kind of behavior from companies. I will likely have my account closed permanently and not play the game again.
Anyway, I wanted to share this experience for other players or future players so they know what sort of company they are dealing with before signing up.