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)
@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.
