EA Staff (Retired)Hey @TheKcChiefs22 ,
Just a heads up. I have been moving for the last 3 weeks and handling some personal matters so I have been unable to respond to your question. @EA_Blueberry has already reached out to the studio to see if they can investigate this issue as it seems to be an account specific issue. Unfortunately, we will not acknowledge a specific account related issue on GMM. The goal of GMM is really to update on overall issues impacting all of our players.
We need to understand why the issue is happening first before we can discuss make-rights and any additional steps. If the glitch happens again for you this week, please let us know. This information will be helpful. The goal will be to make sure we address the problem with your specific account as this is not happening to all players at this time.
Have a good day!
K
@EA_KRAELO , @EA_Blueberry
First and foremost, thank you for your reply and hope you have safe travels whilist moving. Hope all has been well. Also would like to thank Blueberry once again for escalating the issue, and taking the time to acknowledge this solo battle issue.
On topic:
Things to look at for your development team:
As for Make-Rights, ETC. I understand you're in the process of moving, and I also understand BlueBerry is communicating with the team. But overall, us players have spent 30+ hours in those 2 weeks of rewards loss. It's not a simple loss, it's 1.2m+ worth of loss, while that may not seem like "a lot" that's literally 2 bundles worth of rewards gone because of a loop glitch. It's frustrating when we report issues to "EA Help" chat and they tell us we disconnected in a game we know we didn't. The EA Chat system was extremely frustrating because they just marked the issue off, and never escalated the issue to the team. But yeah, 30+ hours of time to get 100k rewards when we have provided all the proof we can provide (even video proof of both times it happened to my account alone & the scores I had) which proves top 10 both weeks I got knocked to legend.
EA Staff (Retired)Thanks for the feedback @TheKcChiefs22
I spoke with a few engineers today and unfortunately, by looking at your gamertag and logs, they are unable to find what could be causing this issue. However, I do have a support channel open right now and what they requested is if this issue happens again (which from the sounds of it, this could happen to you again), that you provide me the date, time and time zone when this happens again on the 13th game. If possible, please send me your video as well like you did on Twitter.
If you have the Muthead forum post, please feel free to share as well.
Once we can figure out what is causing this issue, we can work with the Madden Live Service team and the Customer Care to see what can be done going forward to address the issue for players impacted.
Regarding your experiences with EA Chat and EA Help, I will discuss this with our studio representative for Customer Care to see how we can improve the process.
Have a great night!
K
@EA_KRAELO The issue never occurred until three weeks ago when solo battles was glitched and we played the "DNF" game that used regular teams instead of ultimate teams. Here is the times I have been glitched in solo battles.
First time: https://twitter.com/TChiefs22/status/1315093565253529600
Second time: https://twitter.com/TChiefs22/status/1319904269433294848
EA MutHead Thread: https://www.muthead.com/forums/mut-discussion/263189-solo-battle-closing-early-please-view-if-this-is-happening-to-youreply-to-ea-answers-thread-link-in-thread/
^ The post above in the tweets are the exact Dates/Times you're asking for if it "Happens again" Not sure why you can't use those to help you identify the issue.
You say this can happen again? I haven't even been compensated for the last two weeks that I've lost (Can't emphasize enough, 1.2m+ lost isn't easy considering I EARNED it). Now, you're saying I could waste a possible 10-12 hours/AGAIN to lose my rewards? The EA live chat was the worst I've ever experienced and literally basically told me my connection was the issue (Definitely not my connection), there are tons of users with this issue.
I appreciate your response and reaching out to engineers, but if they cannot figure out the issue, how can solo battles even be posted? I can't keep spending tons of hours playing games to get thrown into a loop. I've never even been compensated for my lost rewards already which is over 1.2m in rewards lost due to an in-game issue. I will continue to emphasize the amount lost because I earned that amount of rewards which I spent 20-30 hours in doing so that never came to my account.
Things your engineering team needs to consider (That I think would be helpful):
I don't know what more I can do, if the team can't even address the issue. I've given ever clue I know it can be. I've also tried to reach out with as much power as I have VIA Muthead directing users here, and using twitter platform to do so. Can't you guys post a twitter thread asking players affected to come to this thread or another thread you put up? You have a much bigger audience than I can reach, I am doing my best here..
EA Staff (Retired)More logs are required through another tool. This is why they cannot see the information they are investigating at this time using the current time stamp and date. I already provided this information. More investigation is needed. Unfortunately our QA teams are unable to reproduce this issue, so this is tied to a specific way in how these challenges are reporting back data on the backend. Somehow your account is affected.
Again, the team cannot address this issue at this time without more specific logs which they have enabled on their end. Sorry I can't be of more assistance. If you do not want to assist further with providing this information, please let me know. I totally understand.
All the information you have provided in all of your posts have been provided to our engineers. Again, more detailed logs are needed.
Have a great night!
K
@EA_KRAELO If I have to take a 1.8m loss, and 40 hours of my time to get your "Engineers" enough feedback to fix an in-game issue, sure why not. I'll let you know the same thing I've let you know the last two times it's happened. The logs provided were Dates/Time/Timezone of the issue of the previous two times. What about all the users affected this weekend can they not provide Time/Date/Timezone of this weekend, or is that particular "tool" just activated this weekend?
It's extremely frustrating to get such a vague response, when you've already wasted 30+ hours of your time. My next question is, as community managers, why can't you put a tweet out and direct users who are affected by this ON-GOING issue to a thread? Why am I having to have a MutHead thread to direct users here, and why am I having to lead a player issue when I'm a regular player myself? I just don't get why since you guys obviously aren't doing make-rights for the time lost, you could atleast provide additional help with the ultimate tool, to help get as much feedback as you need.
I'm not trying to be rude, or a pain. But I've wasted 30+ hours in the last 2 out of 3 weeks, earning my top spots to be completely removed from rewards to be told the people who works on the backend can't even figure it out. Extremely frustrating to know that the issue can continue to happen and I will continue to lose absurd amounts of rewards because a mode is broken.
EA Staff (Retired)
@cyclops67 wrote:
@EA_KRAELO I stream solo battles and I have had a lot of people tell me they cant play the 13th gm.Keep in mind to get top 100 gms take a hr to play so thats 12hrs wasted. Sidenote im a titans fan where is Clowney?
Feel free to have the individuals impacted provide the following and we can pass along to the engineers:
As for Clowney, I do not know sir. I unfortunately don't make the content, but the Madden Live Services team is aware that players would like to see a Clowney item in game. Trust me, we have shared that feedback.
Have a good one.
K
EA Staff (Retired)
@TheKcChiefs22 wrote:
@EA_KRAELO If I have to take a 1.8m loss, and 40 hours of my time to get your "Engineers" enough feedback to fix an in-game issue, sure why not. I'll let you know the same thing I've let you know the last two times it's happened. The logs provided were Dates/Time/Timezone of the issue of the previous two times. What about all the users affected this weekend can they not provide Time/Date/Timezone of this weekend, or is that particular "tool" just activated this weekend?
It's extremely frustrating to get such a vague response, when you've already wasted 30+ hours of your time. My next question is, as community managers, why can't you put a tweet out and direct users who are affected by this ON-GOING issue to a thread? Why am I having to have a MutHead thread to direct users here, and why am I having to lead a player issue when I'm a regular player myself? I just don't get why since you guys obviously aren't doing make-rights for the time lost, you could atleast provide additional help with the ultimate tool, to help get as much feedback as you need.
I'm not trying to be rude, or a pain. But I've wasted 30+ hours in the last 2 out of 3 weeks, earning my top spots to be completely removed from rewards to be told the people who works on the backend can't even figure it out. Extremely frustrating to know that the issue can continue to happen and I will continue to lose absurd amounts of rewards because a mode is broken.
Hey @TheKcChiefs22,
I honestly do not know what more I can do in this situation my friend. I am trying to help to the best of my ability in your situation. 1. I know you want an apology and all I can say is that I am sorry you are going through this right now and that is why I am asking the team to investigate seeing that other players are impacted. 2. You want a make-right and I unfortunately do not have the ability to do that until the issue is resolved and I need engineers to look into this further in order to find out what is the problem. If they don't resolve it then a make-right now won't alleviate the problem to continually happen.
Feel free to escalate this to help.ea.com and submit a trouble ticket if needed, but at this point, my hands are tied on what I can do. If you would like to discuss this directly with @EA_Blueberry, please do so. I have alerted him of your concerns and I have asked for him to further assist on this matter. Again, I will keep doing what I can on my end, but that is all I can do at this time under the circumstances.
Have a good night.
K
@EA_KRAELO I don't need an apology, nor do I need make-rights. I earned those rewards, but at this point they won't be coming. Stepping aside from the rewards, these are my concerns.
My apologies for being frustrated, I just want this issue fixed. The only way it will get fixed is if I have your guys help as community managers by helping me reach out to the madden community I'm a regular player, I don't have access to thousands of people across Madden to individually message everyone directing them here. All I ask is if you WANT this issue resolved, a public tweet directing users to a specific problem thread would be extremely helpful to all of us.
And please do not direct me to help.ea chat, they close every ticket w/this issue saying it's a "Connection" error on your side... That's beyond frustrating.
You ask what more you can do? Help us reach out, and can you please post a twitter thread directing users to post the issue... You will see then just how many users are being affected.
Community Admin
@EA_KRAELO wrote:
@cyclops67 wrote:
@EA_KRAELO I stream solo battles and I have had a lot of people tell me they cant play the 13th gm.Keep in mind to get top 100 gms take a hr to play so thats 12hrs wasted. Sidenote im a titans fan where is Clowney?Feel free to have the individuals impacted provide the following and we can pass along to the engineers:
- Date/Time of the Issue (Provide Time Zone)
- GT/PSN ID and console (if on PC - PC Origin ID)
- Video of the issue (video is always helpful)
As for Clowney, I do not know sir. I unfortunately don't make the content, but the Madden Live Services team is aware that players would like to see a Clowney item in game. Trust me, we have shared that feedback.
Have a good one.
K
Want to make sure this doesn't get missed here. If you were impacted it's critical to provide the details we're asking above as accurate as possible for our engineers to try and locate/verify what happened here. I know it might be really tough to pinpoint the time because it's been a few weeks now, but for verification reasons this is important. In the event you come across a similar incident in the future, coming to the forums to report it will help raise visibility to us and for the community so continue to do that, however I also recommend creating a case at our help site so our teams have a reference point on when the issue just started to affect you.
EA Support: https://help.ea.com/en/contact-us/
I'll be keeping tabs on this thread and forwarding details along. We know rewards are important to MUT players to help progress their teams, and how that 13th game could make a big impact for you all to reach your goals. I want to stress we cannot guarantee any compensation or make-good, but we'll do everything in our power to ensure it's investigated and prevented from happening again moving forward.
@EA_Blueberry I have provided the correct time stamps 2 out of 3 weeks now (My tweets are exactly when it has happened, I can time stamp those if needed for your engineers). Although, I wont discuss compensation further as I feel like you guys have let us down as a whole, considering we reached out to EA Help nearly 2 to 3 weeks ago and our tickets are auto closed with the assumption "It's a connection issue" This is the whole reason the increased frustration has risen, and the MutHead thread along with this thread was created. I can't stress enough, the live chat has no idea what's going on with solo battles, If you go back and look at my EA live chat ticket, they tried to tell me I was using a regular chicago bears team / my connection and instantly closed the chat on me.
Regardless of the "Make-rights" not being possible, which I will continue to stress is a total let down considering 30+ hours is valuable for any player.
I appreciate you and @EA_KRAELO for even taking the time out of your day to communicate with us, regardless if the issue is still there. I apologize on my behalf of any frustration this has caused or I may be putting off. This is extremely frustrating to dedicate time into something to not get rewarded is the issue of the frustration. Kraelo does a wonderful job on GMM and literally you also do a wonderful job communicating on these forums. (Which again, is the reason I'm here because you guys actually will escalate the issue and discuss it, rather than live chat closing the chat and leaving us.) Keep up the great work you both are doing, just hope this issue gets resolved.
Community Admin@EA_Blueberry I have DM'ed you. Moving forward though on-topic, I highlighted bulleted points in the previous message, any possible answers to those as community managers?
A public tweet would go along way directing users that are having the solo battles issue, I can't emphasize that enough, would there be a reason this hasn't been done yet? Seems like reaching out to everyone who has been affected over the last 3 weeks would be beneficial to the community.
Community AdminCommunity Admin@EA_BlueberryThis post is not meant as an attack on you because I think you're truly doing your best here, but this has been an unacceptable experience from a customer's point of view. I have spent hard earned money and my scarce free time investing in this game. I, and others, have given all the details I possibly can explaining this issue for you, and it seems possible that its going to happen to me again this week (I have been booted to the main menu after the game score screen on a few solos, although the scores have counted for all of them so far). Not only that, but I have opened TWO different EA Help tickets, and in one of them I was guaranteed a make right IF the devs found out that there was a problem, which there clearly is from this thread. Now, you are telling me that those make rights are absolutely not guaranteed, and by your language I'm beginning to think that you guys have absolutely no intention of even trying to give one. And given how long this has been going on, it makes me seriously question how committed the team is to resolving this issue. I understand that its possible the dev team may have to go through corporate or something in order to make decisions like that, but someone needs to remind the suits that this company's reputation for greed and dishonesty isn't exactly sparkling. I've heard all the reports of treating customer's poorly throughout the years, but I've always stuck around because I'm a fan of the license you guys have exclusive rights to. But now I am one of the customers making a report, and I'm seriously starting to question whether or not this game is worth my time and effort. Its supposed to be enjoyable, but the past 2-3 weeks have been nothing but frustration. Hell, the only reason that I even invested myself back into MUT was because you guys refused to take Franchise Mode seriously. Now I'm realizing that the franchise folks are not alone in their displeasure.
I sincerely hope that you are able to convince the dev team of the seriousness that they need to take this issue, and of the need to appease their VERY disgruntled customers. At the absolute minimum, they should put out a public tweet acknowledging this issue and I can't stress enough how important that is.
I truly do appreciate your efforts in this matter and I hold no resentment towards you at all, personally or professionally. But I hope that I have illustrated just how frustrated I am with this experience. I'm sure others are even more irritated than I am.
4th week. Gamer tag, punx73. 7:31 central time. Your site won't let us up load video.
Update:
I was able to finish my solo battles last week and this week. Both in which I finished all of the solo battles on Friday. I'm not sure this is a work around, but it has worked for me the last 2 out of 3 weeks. With that said, that's asking a lot because the solo battles being top of the leaderboard takes a lot of time per game to complete. So I probably wouldn't be able to finish them every week on Friday.
Would really like more updates on this once you get them, because this seems like the issue is reoccurring each and every week with new players, which means it's affecting more and more of your player base than you actually think. I still think a tweet directing users here who's solo battles are getting glitched on a weekly basis. I'm not sure they requirements that deserve a tweet but I think if any player is being affected whether it be a singular account issue, or a wide spread issue a tweet is worth directing them as a community manager, every player should matter.
Once again, thanks for acknowledging the issue, hope it's resolved soon.
Mine crashed again for the fourth week, right after the 12 game closes. It happened on Friday at 7:31 p.m, Central Time. So while I'm glad yours have worked Chiefs, playing early didn't solve the issue for me.
I'm just gonna bump this thread because we haven't heard from anyone in a few days. Would appreciate an update. Haven't started my final round of solos yet, because I'm waiting to see if it gets fixed. Not sure if its gonna happen to me this week or not, but I'll be able to tell after playing 1-2 of these remaining solos
On PC EA Origin
I'm an intermediate level player and not going after the top 100; play MVP mode.
2 DNFs out of the 1+12 games this week:
- MVP difficulty, Game 7 DNF due to being stuck in the infinite camera loop of opposition opponent's field at halftime. I was up 15 to 3 and receiving ball beginning of 3rd quarter.
- MVP difficulty, Game 10 I won the game 54-0. Game played nominally, however, after the game I received a DNF.
This week, I was dropped from MVP to Allstar bracket due to the 2 DNFs. I could not attach more than 2 pictures.
