Unacceptable assistance from EA Help
Over the last 30 hours I've been in contact with nearly a dozen EA Help agents, through both the Live Chat and 'Call from an Advisor' options. My Season 2 Field Pass wasn't tracking, so I went to Com...
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EA_Illium
EA Staff (Retired)
EA Staff (Retired)Hey @piratelord9,
Thanks for taking a moment to share your experience with Madden 23 and with our support.
To confirm the team is aware of and investigating a few issues with MUT and Field Pass. We just had an update on this in our Good Morning Madden stream, you can check out the highlights here.
If you are running into one of those issues, which based on your post above you should be. You can add your information to one of those threads. This allows us to more easily gather information and share it with the team.
- @EA_Illium Where is the acknowledgement of the players that missed out on the comp pass rewards from the previous pass? Being locked out of solo battles prevented me from earning Tom Compton. This was never mentioned by any of your teams. I have multiple posts here, multiple tweets and an open DM chat with EA help which have provided no assistance and have been ignored. How is this acceptable? Any respectable company would at least attempt to address these complaints, but silence is the most common response.
I agree with Dxdegenerate. As well as the Malik Hooker card. The level 11 aka pack choice I am not being given. Last season the what was it the 87 campus hero I did not receive.
I know that it is possible to provide these. Is there a reason this is not being done proactively? Is there a reason this is not being done in reaction to those of us that have reported the issue? I have spoken to help multiple times and the issue is never addressed.
I thank you for your response and have kept myself updated on the information released by EA, frustrating as it is to have to go to so many different outlets to get information. I believe this is why I so consistently get mixed information when I do consult them. However, this is not about access to posted information: it is about the lack of access to Support. I know you can't speak to individual experiences using the EA Help options, but I must insist on further assistance with this situation:
I wasted a week trying to get in contact with EA Support, which was down, and when I was finally able to contact EA, I was passed between nearly a dozen Support Agents, either due to continued technical difficulties (admitted to be on the fault of EA) or their repeated assurance that 'time will fix it.' When I finally felt only a Supervisor could help me (when two support agents gave me conflicting information: are they making up answers because they don't know, or intentionally lying?), I was told by two separate agents that ONE Supervisor had declined my request five times, the agent finally admitting to me that they were told by the Supervisor not to ask the sixth time. I consider that six refusals.
That is beyond unacceptable treatment. Without even the courtesy to speak with me, I was dismissed and disconnected from the call. I made no uncouth statements, I did not swear, I made it clear I was not upset with the agent.
"It is impossible to connect you to a Supervisor...because he said no," takes away any confidence I still had in EA Help.
I'd hate to meet the person who has had such a terrible experience with their game that the Supervisor finally deems it necessary to connect to the call, if the bar they've just set is to remain.
I have played no Madden NFL 23 since this issue with EA Help. We are now a week into the NEXT Competitive Field Pass. I demand further contact on this issue.
I will continue to add to this thread until I receive assistance on this issue. If we were already at "unacceptable," I don't know what to call this lack of support. I demand further contact in regard to this issue.
Additional note: I have STILL PLAYED NO MADDEN NFL 23 BECAUSE OF THIS ISSUE DIRECTLY. UNPLAYABLE WITHOUT NECESSARY SUPPORT.
Following up regarding the issues mentioned in this thread. How can we get some actual assistance with our issues instead of being ignored?
As an update to this thread, there was a tweet from MaddenNFLDirect referencing fixed daily objective tracking, as well as potential updates for affected players.
No mention is made of the issue regarding Competitive Pass Objectives not tracking.
No mention is made of the issue regarding Solo Battles locking players out indiscriminately.
I am still awaiting any contact from anyone from EA. My messages keep being read by active community managers but they remain silent.
My experience with EA Help staff (detailed throughout this thread) requires follow up.
Same exact questions.
Who is in charge of making changes in regards to Mut? Seann Graddy? Clint Oldenburg?
I would like to know who is responsible for the mess this year has been. As well as who thinks there is not issue in robbing players of the rewards they have earned with not so much as an apology. The person or team that is responsible for this. It is not just the massive amount of bugs in EVERY mode. And we are in a few cases at least talking game breaking / progress breaking bugs. Bugs that have been ongoing since day one in some cases. It is also the complete lack of follow through and ownership of the issues going on.
I would like to know who is in charge. Perhaps it will save a different company in the future from making the mistake of putting them in a position like this again.
Following up since we've been given no updates.
EA help has been unhelpful via both email and twitter.
What do we need to do to get some actual assistance? Game is broken. You have many players who can't even get in.
What steps do I need to take to get back all the money I've spent on this game? Is the only options a lawsuit at this point? If that's what needs to happen, please advise.
