Missing Content/Lack of Support

If an EA representative could please reply to this it would be deeply appreciated! 

Hello? Anyone? 

Hey, @michaelkottler 

Email Support was never discontinued, how many cases did you create at our help site? 

Have you tried clearing your browser's cache if you're trying to access the site on PC? Have you tried doing it via a browser on mobile or by contacting Support via in-game from Settings>Help?

When there's a blank page that could be a caching issue that can be fixed. Here is how to do that

What you're going through surely sounds frustrating, please send me a case number of yours so we can make sure this has been properly looked into. 

Thank you so very much for your reply to my post which was kind of a hail-Mary last chance attempt to get help and I very much appreciate your taking the time to reply and in so doing giving me hope.

One thing that confuses me: You stated that email support was not discontinued, but starting over a month or more ago every case I started with EA Help resulted not in the email support option to which I was accustomed and which worked so well, but with am email from EA Help with words to the effect that "We have discovered what may be an intermittent problem and want to discuss this with you on the phone..." followed by the non-working links to initiate phone support leading to weeks of frustration and finally me posting here as a last resort. So while I am very glad to hear that email support for Madden has not ceased, it sure seems to stopped for me.

In any event, I am really very super-happy and relieved to hear from you and want to work with you to resolve everything. However, I just got home from work after a long day and night (it is almost midnight here in California) and I am too worn out to follow through now. But as soon as possible I will follow the link you so kindly sent and follow the directions as well as provide you with case numbers so we can move forward. By the way, all my efforts to contact EA Help have been via my Android phone. Last season on a different Android phone and until around the Superbowl this season on my current phone, email support worked perfectly and all issues were resolved amazingly quickly.

In any event, I am elated that someone at EA got back to me on this so thank you very very much. I will post again as soon as I have time to follow your link's directions and also look up my case numbers. Thanks again for replying to my post.

Michael Kottler

OK, I did some checking and I see that the last time I received email support from EA Help was all the way back in May 2019! Up until then, EA Help's Madden Mobile support was prompt and effective. Afterward, every case I started generated an automated email reply stating:

Hi EA Customer - We got your information about case number (case #) and see what could be irregular activity and we want to talk to you on the phone. Click here to go to EA Help and start a call. (followed by two links, both of which led to either case summary pages with no way to initiate phone support or a blank page). 

If EA Help never ceased email support, why did I no longer have the option of choosing email support and why were all my cases automatically moved to phone support status regardless of the issue? Prior to May 2019, any technical or content or other issue I had was dealt with promptly and satisfactorily by email support. Then in June 2019, every single case I created went straight to the never-working phone support system. 

I lived with this for a long time, suffering missing content and other issues until the more recent issues arose which I can not abide, including the $29.99 CR Field Pass not providing the Masters Series event nor did it give me my choice of a 96 OVR player after I won the Superbowl in Season Mode on my 1st try. Then I spent 8000 gems on the TS Master's Series and Season Mode events only to notice that the Season Mode presents as though I had already played and won the 98 OVR player (it does not list the 98 OVR selectable player and other awards), which makes me feel like the long Masters Series event will not award me a 98 OVR player on completion, all of which makes my heart sink.

To make matters worse, when I tried to review my most recent EA Help cases, I got a message as follows:

Sorry! This link has been used or is expired. Please open a new case if you still need help.

After all the time and trouble I have gone through, starting cases then trying endlessly to get phone support to work then finally drafting and posting this missive along with spending almost $4 to send a hard copy to EA & in so doing losing now 17 hours of my time, do I really have to create new cases and pray that EA Help's email support works again? Now that I seem to already have the attention of an EA representative, I would be happy to provide the most recent case numbers and work with you on receiving my missing content but having to start from scratch at this late date is Madden-ing indeed and feels like a runaround, no offense.

I will now follow your above instructions seeming to describe how to get phone support to work, but as I said, I greatly prefer the convenience of email support, and starting over when I already created case after case feels wrong. I love Madden and Madden Mobile and have spent real money each season I've played to support EA and until email support stopped way back in May, all was well. Please help me here.

Please don't make me start over only to find myself receiving automated email replies directing me to non-working phone support. Please! I have wasted soooo much time on this already just trying to receive content I already paid real money and hard earned gems on. With all the time I have wasted trying to get help I could by now already have won my missing two 96 OVR CR players as well as both the 98 OVR TS players and sooo much more. As of this message I have now spent over 17 hours trying to resolve just the missing CR Field Pass and apparently missing TS events content and that time is worth a lot more than just $29.99 and 8,000 gems. It is worth about $400, more in terms of loss of happiness and increase in stress. The real world is hard enough. My one escape into a fun video game I have supported since it was on Sega Genesis shouldn't be another source of stress. So, pretty please: help me. Please tell me what you need from me. Case numbers? I searched through every email and found all of them going back weeks before I gave up in frustration. And I am honestly curious why it is that if EA didn't halt phone support for Madden Mobile that I have been automatically sent to phone support since 5/19? I never abused support staff or over-used support and I was polite and thankful yet either EA did halt email support or I was blacklisted and while I know that none of this is your fault and I am not trying to take it out on you at all (I work in customer service so trust me I know what it's like), but I have invested so much time into this now I feel like I deserve an honest explanation and a satisfactory resolution to my missing content woes. 

Thank you so very much. - Michael Kottler 

Here are the last few most recent case numbers I found:

56126219

56041776

56042212

53261284

54927887

54673450

54928558

54673450

I am sure some of those cases have to do with missing content or other game issues and some are related to the lack of email support. I don't recall at this point and no longer have access to the case summaries on EA Help. What I do know is that save for one issue I had with the UL Banner-buying section of UL sets not resetting after 24 hours (fixed by reinstalling MM per helpful instructions found in the EA Help MM forums), I have not had even one single issue resolved since EA apparently halted email support for Madden Mobile last May despite your assurance to the contrary. Discussions with other Madden Mobile players reveal that they too began receiving automated email responses when starting EA Help cases directing them to use phone support which did not work for them either.

I should mention that during one of my dozens of attempts to initiate phone support, which I never wanted in the 1st place bcuz email support worked great and was far more convenient, I did manage to land on an EA Help Phone support page which stated the hours that phone support was available but gave no option for initiating a call-back. Further attempts, and there were many, all resulted in the previously described phenomenon of the EA Help email links to initiate phone support leading to blank pages or case summary pages with no means to start phone support.

Thank you so much for being a thoughtful and professional EA representative and looking into this for me. I pray that this is the beginning of the end of what has been a long period of frustration in seeking just remedy for in-game issues, a return to access to email support and most importantly in these stressful times, a return to less worrying about receiving paid-for game content and just focusing on the great game of Madden Mobile itself.

Thanks again for all your help, 

Michael Kottler

I did follow the link you provided to correct a possible cache issue by clearing my web browser cache. I followed the instructions provided by Google and successfully cleared my Chrome browser cache. Am hoping that I will not have to test whether or not it worked because you will have already assisted me in resolving my missing content and lack of EA Help email support issues. I realize that I didn't post my case numbers until early this morning and that it is a weekend so I won't expect that you have had time to look into my situation and provide assistance as of tonight (Friday 3/11), and will look forward to hearing back from you or another EA representative early next week. Thanks again for your help.

Sincerely - Michael Kottler 

Blueberry, 

I appreciate your help so far and I know the Covid-19 hysteria is effecting us all, I myself am losing at least two weeks work, but I'd sure like to move forward towards resolving the above missing content issues. I want to purchase more content with real money and spend more gems but feel uneasy doing so until these past problems have been remedied so please reply as soon as you can. Thank you so much. Sincerely - Michael Kottler 

@michaelkottler 

We made sure your information was logged to the cases also being affected by this. I'm afraid I don't have any update on the status at this exact moment and thank you for being extremely patience with us on this. I encourage you to continue  resuming your cases at our Help site to communicate with our Advisors regarding updates around the Championship Run Field Pass.

Regarding the 98 OVR player for completing the TS Season, we witnessed others not receiving the reward on the 1st attempt and that was eventually fixed by the Madden Mobile team. Retroactively granting rewards to players is the ideal scenario, but due to technical limitations they were unable to take that course. They were able to fix it where you'll be able to receive the reward after completing the TS Season again.

Let me know if you have any questions and thank you for again for sticking this out with us.

First, thank you for looking into all of this for me. I appreciate your help. 

Second, regarding the CR Master's Series event that I never received and the 96 OVR selectable player I didn't get after winning the CR Season Mode event on my first try, how can we remedy this? I would MUCH rather be able to receive the CR Field Pass content I paid for than to have to go to my bank and dispute the $29.99 Google Play charge. Is there any way we can accomplish me gaining access to the missing CR Masters Series event and receive the 96 OVR Player of my choice? Or can another fair accommodation be made? I am not asking for anything more than what I paid for here, and again, would greatly prefer access to the CR Field Pass content over having to dispute the $29.99 charge with my bank. Please get back to me on this so I know how best to proceed regarding not getting my CR Field Pass content. 

Third, I take from what you have stated here that the issue of players not receiving a selectable 98 OVR player after winning the TS Super Bowl for the 1st time has been fixed and that I can proceed with playing both the TS Master's Series and TS Season Mode with confidence that I will receive the advertised 98 OVR players after completing the TS Master's Series and winning the TS Season Mode Superbowl for the 1st time. Correct.

Again, I deeply appreciate your time and assistance and hope you will reply again to verify my best shot at addressing the missing CR Field Pass content (never received the CR Masters Series and was not offered a selectable 96 OVR Player after winning the Superbowl in CR Season Mode on 1st playthrough). Please advise and let me know if the missing content can be restored, a fair replacement offered, or if I should seek a refund by having my bank dispute the $29.99 charge.

Finally, I am very hesitant to start new cases with EA Help for fear that instead of the wonderful email support I received in the past which promptly solved issues I will instead be automatically ushered into the phone support system which always ended up with me receiving email links to initiate EA phone support that sent me to blank pages or case summary pages with no means to initiate an EA Help Phone call. I spent well over 12 hours trying those links repeatedly, trying to get support from EA Help on this issue and getting zero results so I am anxious about renewing that vicious cycle. It is my fervent hope that when next I need to start a case with EA Help that email support will again be available because it is far faster, much more convenient, and ended in positive results whereas phone support did not work at all, not once. 

Please let me know about EA Help email support and my best bet on resolving the missing CR Field Pass content issue. Thank you very very much - Michael Kottler