Forum Discussion

xHarlekin's avatar
xHarlekin
Seasoned Traveler
3 years ago

EA Play subscription // PS5 // no rewards since purchase

Dear @EA_Shepard , @EA_QueenBee , @EA_Darko 

I am reaching out to you, as the last Customer Experience advisor requested me to turn to the you and the forums, so "[...] that the officials have information about this issue and can take appropriate actions [...]". I hope this is fine, as for the last 11 days it's not been a very great and pleasant user experience and journey. I even received responses to my query that didn't match, meaning I got an answer to a question I never had asked. (in addition the response functionality for the support tickets is (still) broken, as you can't resume cases and are looped back to the landing page).

So, I purchased the EA Play subscription for 12 months on PlayStation 5 - 16th June. Since then I haven't received any of the promised rewards as stated on the EA Play site. I provided all required information (receipts etcpp) to the customer support team, but nothing ever was resolved or handled thus far, why I am turning to you as well.

Product: FIFA 23
Platform: PlayStation 5
Issue: Purchased the EA Play membership and haven't received any rewards
Steps taken:
1. went through the recommended steps presented on the EA support page
2. Opened a ticket with all required attachments and proof of purchase. (again, "resume" function broken, as others have mentioned too)

Additional info: Case #150830762

As you can imagine it currently feels like a scam.

I would like to thank you in advance for your time and help in resolving this matter.

Cheers

8 Replies

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @xHarlekin Hey, so with any missing EA Play rewards, no one on the forums can help with these. We are not live support, and therefore we don't grant anything to a player's account. I can send the case over to have looked at why you were sent to the forums but live support does have processes set up for missing content which is why you have to speak with them. When it becomes a larger issue, we can bug-report this and send it up, but we do not handle individual cases for missing content here.

  • xHarlekin's avatar
    xHarlekin
    Seasoned Traveler
    3 years ago

    Thanks a lot @EA_Shepard Much appreciated. A pity about being bounced back and forth.

    I actually just tried accessing the live support chat as suggested, but that is broken, as I am unable to select a platform (platform drop-down menu not working - see attachment) resulting in me not being able to proceed to the chat. As mentioned, after 11 days with trying to resolve the issue via email, I have been sent to the forums.

    If you could pass on the case, then that would be great and welcome. Thanks.

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @xHarlekin I totally understand and believe me, I've been on the live support side so I totally get the frustration of go here, now go here, etc. The most effective way is when you create a case, make it short sweet, and to the point right. 

    So for example. Purchased EA Play for June/July (whatever month)
    Missing EA Play Rewards for X game

    Go here and see which ones they are and list them if you can

    Detailed but short that way no one should be pushing you from support to the forums.

  • xHarlekin's avatar
    xHarlekin
    Seasoned Traveler
    3 years ago

    Cheers for that. Yes, I actually had kept it as brief and straightforward as possible. Yet reading comprehension is a separate topic^^ I'm not salty (yet). I'll give it another try and hope for the best.

    Thanks again and have a good weekend.

  • xHarlekin's avatar
    xHarlekin
    Seasoned Traveler
    3 years ago

    Thanks. Well, for starters I'm unable to open a ticket at this point, as the support site seems to be having issues (kind a telling a story here). I can't progress due to this prompt:

    "MAJOR ERROR

    Whoops! Our bot authentication found an error. Please try again."

    I logged out and used three different browsers. Not sure what this issue might be at this point.
  • xHarlekin's avatar
    xHarlekin
    Seasoned Traveler
    2 years ago

    Dear @EA_Shepard 

    I hope you're doing well. I am aware that you must be quite busy, yet I wanted to revisit this topic, as after almost 4 weeks and several (~7ish) cases that I opened with support, there still hasn't been an update around this issue.

    This doesn't really instil any trust EA's player support, especially as EA's approach is "Player first". If this relates to what I am experiencing I don't want to know what happens if a player comes second^^.

    Imagine you purchase a membership with some institution, and you pay the membership fee, and then you only receive half of the "promised" services - how would you feel about it? Especially when you're redirected to their support services, which for one, seem to be outsourced and have questionable language proficiencies, and secondly don't even provide help.

    So, I'm at a point not knowing how to proceed or escalate this. The only thing in mind is to cancel and request a refund. Which is not really my intent. Any thoughts?

    Cheers



  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @xHarlekin I am a subscriber to this as well and the benefits are something i check on regularly. With these issues, since they are sub and account related, we are not able to look into them over the forums. We are not live support. I understand not getting rewards is quite frustrating for sure. When more than one case is created for the exact same issue they are considered duplicates and typically are closed out. What you will need to do is reply to the original one regardless if it is closed or not and have it escalated. You don't need to explain or ask for further help, just say i need this case escalated for further review. Once that happens they will look into the case and everything that has happened with it.

About EA Play

Discuss the EA Play subscription for PC and console in this community forum, read guides, and get help with your issues.3,412 PostsLatest Activity: 9 hours ago