Support Process Question: EA Help vs EA Forums
Dear EA Sports,
I was advised by the EA Sports Support team (EA Help) to raise my concerns and issues with the game on the EA Forums, and I was assured that developers and relevant teams are active here.
However, despite creating multiple posts outlining my concerns, none of them have been acknowledged by EA staff. I have worked in a corporate environment for over 25 years, and I must say that this level of communication falls well below the standard one would normally expect from a customer support structure.
What I find particularly confusing is the process itself. EA Help, which is meant to support customers, redirects players to these forums to raise issues. Yet once customers follow that direction, it appears that no meaningful engagement takes place. From a customer perspective, this creates a situation where players are effectively moved from one support channel to another without their concerns actually being addressed.
The only time I received a response was when a post included a three-letter word that apparently violated forum rules. That post received attention immediately, yet the actual concern raised in the post was not addressed in the response. This sends a rather unfortunate message that moderation is active, but meaningful engagement with the issues themselves is not.
As a long-standing customer, this is disappointing. I have been playing EA football titles since the very first FIFA, well before the PlayStation era, and I have remained a loyal player for decades. Because of that, I find it difficult to understand why concerns raised by players here receive so little acknowledgement.
I fully understand that companies must be careful when responding publicly. However, complete silence is also a response, and it is not a particularly reassuring one.
If EA Help directs players to the forums, then the forums should function as a place where issues are at least acknowledged or discussed. Otherwise, the process risks appearing circular — players are redirected to the forums for help, but once they arrive, no help is provided.
I would respectfully ask that this process be reconsidered, and that concerns raised here receive at least some level of acknowledgement from the relevant teams.
I have earned badges and profile levels on this forum over time, but those are secondary. What matters far more is meaningful communication with the player community.
Could EA staff please clarify whether posts raising gameplay concerns are reviewed and whether players can expect responses here?
For clarity, could a member of the EA community team or moderation team please confirm whether gameplay concerns raised on this forum are reviewed by the development team, and whether players should realistically expect feedback or acknowledgement when such concerns are raised here? Understanding how this process works would be very helpful for players who have been directed here by EA Help.
Thank you for your time and consideration.
