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EA_Blueberry's avatar
EA_Blueberry
Icon for Community Manager rankCommunity Manager
6 years ago

Stay Safe. Stay Home. Play Together.

Hey Madden Community, Recently, the EA Madden NFL Channel tweeted the following tweet below: Stay Safe. Stay Home. Play Together. We wanted to share some Madden 20 codes with you to make thi...
EA_Blueberry's avatar
EA_Blueberry
Icon for Community Manager rankCommunity Manager
6 years ago

@g2blaster 

There was some maintenance on Friday that we posted in our Game Information boards and via Twitter. Are you still unable to connect? If so, which platform do you play on and what is the error message?

g2blaster's avatar
g2blaster
6 years ago
@EA_Blueberry I was kicked from your servers prior to any in game posting. I spent over 2 hours, 52 minutesin tech chat.

EAs representative kept insisting that it was a problem on my side. During the entire Tech Support chat, of my other Xbox online PvP games were working perfectly and all of my connectivity was working fine.

What showed up in game while tech support continued to say they had no issues.
https://photos.app.goo.gl/bVW5AfyDM3FWa5F59

In addition to the time I spent and the frustration of dealing with technical support that didn't even know what was happening with your servers, this cost me in game capital. I failed to reach Legend ranking in Solo Battles.

I own stock in Electronic Arts. This is even more frustrating for me as I now have experience as to how customers are being treated. All I was asking for was to make right on the losses in game but got nothing but flack and cut and paste answers.

Here is what was said at the end of almost 3 hours.
Thank you for contacting EA help. We deeply value your relationship and doing business with EA Games and we are committed to providing you with the highest level of service simply because our customers deserve the very best. Thank you very much for playing our games may you enjoy and have fun in game.

I laughed as the words were so clearly distanced from EAs actions.

Please, lets take better care of the community. Customer service make goods only bolster good will and continued game sales and in game purchases. I would hope that since I "deserve the very best" as I was just told, I am able to obtain even a reasonable amount.

I am happy to communicate additionally either publicly privately with you.

Thank you for your timely response.


  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Thanks for getting back so quickly, @g2blaster 

    There were players experiencing connectivity issues prior to the messaging going up. This was emergency maintenance put into place to fix those issues that unexpectedly arose. We do our best to identify issues as quickly as possible so we can put all the motions forward to notifying players across social channels and in-game pop ups. It sounds like you were one of the users experiencing the connectivity issues early on before we identified it as a widespread issue. We apologize for any confusion and frustration you experienced in the process with our Support.

    Our forum staff unfortunately cannot make any changes to game results though, nor can our Support do this as the reward structure must be consistent for all players. I've seen players experience DNFs in Solo Battles over the years and we're forwarding experiences like this to the Madden team so they're aware of these type of issues to improve the game experience going forward. 

    I wish you the best of luck in this weeks Solo Battles in hopes you achieve the Legend rank. We're keeping a close eye on the connectivity issues facing the gaming industry right now due to increased players jumping online under these unprecedented times.

    • g2blaster's avatar
      g2blaster
      6 years ago
      @EA_Blueberry I'll be one less person using your servers or owning your stock. There was a reason Electronic Arts laid off over 300 people in the latter part of last year. It's a shame that the company doesn't have the insight to really put customers first as I was told by technical support. The community is very unhappy. Just read the forums Reddit Twitter Muthead...

      Thanks for your efforts.

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