Good Morning @Neo_Novalis Yeah, this is like my cry for help for four concerns: 1) Legitimate concern for missing items due to 'server sync issue' 2a) the disconnect between help.ea customer service/studio/concern team 2b) the unwritten rules for escalating tickets/the closing of tickets affecting queues. 3) +3 months is rather long for a resolution confirmed by 'second tier' ea.help specialists (yeah, confirmed on three separate occasions).
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Hi @EA_KRAELO
Please help.
Help.EA.com officially closed my case because they lost their notes from November 2020; as how I've interpreted because the rep on the phone today Murkesh H. said 'they could not find notes that go back that far.' The ticket was closed based on technicality and their was nothing he can do. He did try to bunch my issue with the 85ovr 50s NAT situation. I told him that was not the situation.
Prior to today, on Jan 25 I received an email from Help.EA.com. 'My name is Marion and I am with the Madden Specialist team here at EA Help. I've received a case that was created on your behalf and you are in good hands! I see that you're having an issue with the missing items in Madden. As a gamer myself, I know how painful missing items can be, so let's see what we can do to get it sorted out.
I have looked over the entire Madden account for the missing item and was unable to verify any lost in-game assets. We apologize for any inconvenience or disappointment this may cause.'
This is disheartening.
Is there a department at EA where we can file a grievance?
EA Staff (Retired)@FriendlyFire1126 Thanks for tagging me on this thread. Unfortunately, there is not a way that I can investigate your account for privacy reasons; however, I am looping in @EA_Blueberry to see if he can work with our studio Customer Care specialist to look into your situation. Again, unfortunately, I do not have the ability to look up what you may have pulled back in November 2020 so that has to be verified if you received that content/card ID at that time. I will also ping @EA_Blueberry offline to make sure he has all the information to investigate this matter.
Thanks!
K
@EA_KRAELOThanks Agent K for acknowledging my issue (and thanks for all of your hard work behind the scenes). I was waiting for a studio customer care/escalation team rep for an email of communication since November. The abrupt Marion message from 1/25 and my phone conversation with Muresh was disheartening especially since he mentioned he couldn't find the November notes, could not do anything, and closed my case. Thanks again.
