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 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
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.
Tonight for the 5th time this year I was locked out of playing my last solo battle game. So was my friend. I almost can’t take it anymore. It cost me my last tier rewards. AGAIN.
