Update 2/8: good news! Pogo has changed their tune and live chat support will continue for Club Pogo members!
As of February 1st, 2012 Electronic Arts (EA is Pogo’s parent company) only provides “email” support for technical and game issues with Pogo.
According to their customer service script, “Unfortunately there is no longer phone support or chat support for Pogo”, but there are still two ways to get help with Pogo games by visiting their help pages hosted at EA:
1. Search the Knowledge Base for an answer to your question
Visit the Pogo Help Center and either type in your question and search for an answer, or Browse the help pages with the dropdowns below.
2. Send an “email” to Customer Support (preferred method)
Visit Pogo’s “Talk to a Game Advisor” page (you may be prompted to sign in to your Pogo account) and type Pogo in the first box then choose Pogo from the dropdown that appears.
For step 2 “What game are you playing?” you can choose the specific game you are interested in or if your question is not game-related, choose Pogo from the dropdown.
For step 3 “Category” choose an appropriate category or if nothing fits, choose “General Questions”.
Your form should now look like this:
For step 4, choose Email Me.
The Live Chat button will be removed soon and please don’t waste your time trying it: the EA representatives will only give you a pre-written script that states they no longer have phone or chat support. Fill out the “Talk to a Game Advisor” form and click submit. You will receive a response within 24 hours.
Hopefully this change — while unexpected and seemingly unfortunate — will bring about a streamline Pogo’s support, bringing with it timely and helpful support and answers to our questions from here on out.
Pogo_Maul has stated in the “official” forums that live chat is only available for billing and payment issues, that email is the only support for technical and game issues, and phone support is not available.
As always, you are welcome to share your thoughts and opinions on this in a comment below (see the comment policy), but please remember one thing: Pogo employees have been known to read this site and occasionally leave comments here, but if you want your opinions heard by Pogo, you need to let them know via their customer support or send a Letter to the Editor.
Update 2/6: some players are reporting they are having success in using live chat to resolve their non-payment/billing issues. Others are reporting representatives are still telling them live chat is unable to help with badge and game issues. Your mileage may vary.
Filed under: general