MUT Customer Service
I have to say, I am very disappointed with my experience dealing with the Madden Ultimate Team support and the mystery people that feed them information here on this forum.
First - No Accountability
The people that design this game mode have no accountability. They don't share information that helps the user community understand what is happening to their content like the Ranked Rewards and the MCS drop issues and instead of offering any insight into the problem the creators use the EA Forum as a firewall and deploy EA community leaders to absorb the god-awful negativity that spews from the frustrated users. The designers of the game instruct these forum leaders to post vague updates that offer no helpful information and they often ask the EA forum leaders to direct the user community to other social media platforms for updates instead of using the actual platform owned by the parent company. This creates further aggravation due to the fact that not everyone uses social media and the platforms utilized require an account to follow any updates. I for one, find this revolting. The company that develops this game mode owes it to it's fervent user community some actual transparency. It's ok to share updates that identify issues even if the issues reflect poorly on the personnel responsible for the upkeep of the content.
Second - Obfuscation
The user community has the option to engage with EA support through an awful interface that is hard to navigate and seems like it's designed to discourage users from finding ways to communicate with support. Sometimes message get posted on forums and they are immediately removed and it is not clear as to why. Then later, the messages might show up on the forums. Why is there no app to use to engage with this support staff? Try chasing down EA support to create a ticket on a phone web browser and tell me how many times you want to just give up and accept whatever stupid problem is occurring. Once users are able to actually navigate the EA UI maze, and open a ticket they are asked whether or not they wish to resume the ticket, which is misleading and confusing from the start.
If the users use chat, the personnel on the chat can't actually do anything to help. They "check on things" with the mystery people that feed them information. Why? I had an issue where I had a missing pack since January. I contacted support via Chat and they had no idea and said I had no missing packs. I installed the companion app this week and the missing pack was in there. Why couldn't the support person check my information?
All this time I had to sit there and see a missing pack in the MUT UI every day and I just accepted the game was broken and I had no means to get help.
A lot of the times support will end up telling you how sorry they are but they can't help, they can't grant content, they can't see your binder, all after asking you for all this information about gamertag and whatever else.
Who is the organization that actually manages the game and why do they continue to exist in this bubble of unaccountability and obfuscation? When will EA deploy some kind of app?Does anyone care?
