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michaelkottler's avatar
michaelkottler
Not applicable
6 years ago

Missing Content/Lack of Support

This is an open letter to EA (on behalf of myself and all loyal Madden Mobile enthusiasts who love Madden but who have paid good money and hard-earned currencies yet had issues with EA's apparent halting of support for Madden Mobile) regarding primarily the issues of time (represented by money and gems wasted on MM promotions which fail to deliver the promised content as well as all the time spent trying to find solutions instead of enjoying MM) and the principle of right over wrong (as in EA doing the right thing and successfully resolving issues encountered by MM players). 

Since EA Help Email support for MM evaporated, I have endured a myriad of issues, most saliently, spending money ($29.99 in this case) and hard-earned gems (8,000) and not only not receiving the advertised content but also enduring a lack of support for these and other issues, costing me over 16 hours time in trying to receive solutions from EA Help including drafting this and other missives and endless attempts at trying to initiate phone support. I have sent one hard copy of this message to EA and am posting here hoping at least one kind person at EA has the time and interest to assist. 

As stated above, since EA halted email support for Madden Mobile I have had several issues including but definitely not limited to never receiving premium content such as the CR Field Pass which cost $29.99 but did not give me the CR Masters Series event nor did it reward me a 96 OVR Player when I won the CR Season event Superbowl on my 1st try.

I also spent 8000 gems on the TS Master's Series event and TS Season Mode event and though I have yet to play the TS Season event, it already presents as though I had already played (ie, no 98 OVR player or other rewards listed as awards for playing/winning the TS Season/Superbowl for the 1st time, and I continue to see the promotions for both the TS Field Pass and individual TS events even though I already purchased them) . I dread grinding through yet another season mode only to not receive the advertised 98 OVR TS player selection on winning the SB for the 1st time or playing through an entire long MS event only to fail to receive the advertised 98 OVR TS player. 

Save for one UL banner issue resolved in this forum, none of my Madden Mobile issues have been resolved since EA Help ceased email support because after I start cases with EA Help, the phone support links EA Help emails me do not work. These links always lead to a blank page or to a case summary page with no means to initiate phone support. And I am never able to link in correctly to EA Help to initiate chat despite multiple attempts and troubleshooting, and finally, my further emails to EA Help are all blocked. I have already cleared my Madden Mobile cache, uninstalled then reinstalled the Madden Mobile app to no effect, more than once. 

Before, email support was prompt and effective. Now, there is zero support. Since EA halted email support for Madden Mobile I have received no help with my Madden Mobile issues save one question answered correctly in this forum. This is very disappointing as I love Madden Mobile and in the past was very happy with EA Help email support which resolved every issue. Now EA has left me with no apparent way to resolve issues and I am frustrated.

Ceasing email support was a slap in the face to every long-time Madden Mobile fan especially those who like myself have spent $100 or more on content plus hard-won currencies. We love Madden Mobile and I know I speak for every Madden Mobile player when I state here that EA Help halting email support for Madden resulted in much frustration.

I would like, please, full access to the above-mentioned missing $29.99 CR Field Pass purchase content including access to the missing content I never received like the CR Masters Series event & the selectable 96 OVR Player after winning the CR Season Mode for the 1st time, as well as access to the full TS Master's Series and TS Season events I purchased with 8000 gems. Additionally, I need a viable way to contact EA Help for any future issues. The fact that EA Help sent me an email offering assistance then blocked my replies when I still needed help, and EA Help phone support and support staff chat do not work is very difficult to understand. I have been a loyal paying Madden Mobile customer for two seasons and have been playing Madden since the Sega Genesis version and I feel EA is really letting me and other players down by effectively removing viable means of support for user issues with Madden Mobile.

Please don't make me go to my bank and dispute the Google Play charge of $29.99 then start or join existing campaigns demanding the refund of lost currencies and content. Please be a good corporation and treat players with the dignity and responsiveness we deserve. I have lost over half a day's time writing for support, starting cases and being sent emails with links to initiate phone support that lead only to blank pages and trying to get help through the EA Help web pages for Madden all to no effect and it is becoming Madden-ING if you'll kindly excuse the pun.

Specifically, I would deeply appreciate it if EA would take steps to ensure that I:

  1. Receive both my completely missing CR Masters Series event along with the chance to choose a 96 OVR CR player since I already won the CR Season event Superbowl but was never given the chance to choose a 96 OVR Player along with other content I apparently did not receive. 
  2. I am able to win a 98 OVR player at the end of both the TS Master's Series event and the TS Season Mode event, both of which I purchased for 4000 gems each and which already seem to show that I will not receive a 98 OVR TS player and other awards advertised as part of these events. 
  3. Finally, if EA would please take steps to restore EA Help email support for MM instead of the completely non-working current phone support system, such a change would be deeply appreciated as in the past EA Help email support assisted promptly and successfully almost every time whereas the current phone support paradigm does not work at all.

As detailed above, I paid $29.99 for the CR Field Pass and 8000 gems total for the TS Master's Series and TS Season events and would greatly prefer access to all the content I paid for than a refund. Additionally, if you check my existing EA Help cases you will note a plethora of unresolved issues including an instance of 3000 gems disappearing from my currency wallet, etc. As a 2nd-season Madden Mobile enthusiast who has paid real money for content and who is currently running a MM league, I would feel a lot better moving forward if the above issues were all resolved. 

Again, I am writing on behalf of not only myself, but all similarly frustrated Madden Mobile players who have invested so much time into MM and expect EA to live up to the principle of doing the right thing. 

I look forward to hearing from an EA representative soon who will work with me to ensure that I receive all of my missing content and that I and all MM players can have access to working EA Help Email support. Please help me and all Madden Mobile players who love Madden Mobile and who have supported MM and other EA Madden games.

Thank you very much. Sorry for the length and redundancies. 

Michael Kottler




technical issues

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  • michaelkottler's avatar
    michaelkottler
    Not applicable
    6 years ago

    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 tried to go back to previously filed cases and got messages to the effect that the case(s) could not be found. 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 for winning the CR Season Mode SB? 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

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

    @michaelkottler 

    Hi, Michael.

    Your post really caught me attention as you put a lot of time into it. I can tell this is very important based off how sincere you've been. I want to let you know I have great news, although it's up to you to determine that. We had your details sent over to our Madden team and they manually looked at your account to discover you've received all the content from that event. You selected Bruce Irvin from the pack as the reward from the Seasons mode. They ran the logs and also verified you received all the additional content that comes along with the Championship Run.

    I can only advise contact our Support team at our Help site if you have any further follow up questions regarding this case, however based off what we've found it does not appear any content went missing. Thank you for reaching out with your concerns and hope to see you discuss Madden Mobile with us on these forums again.

  • michaelkottler's avatar
    michaelkottler
    Not applicable
    6 years ago

    First, thank you very much for all your help! You have been of great assistance.

     

    I think I do have Bruce Irvin on my team, but I am 100% positive that 1. I did not select him because I was given no choice of player at the end of the CR Season Mode on winning the Superbowl and 2. I absolutely 100% did not receive the CR Masters Series event. Period.

     

    On the plus side, I am almost done with the TS Season Mode event and have seen every indication that I will receive my choice of a 98 OVR player if I wil the Superbowl on my 1st try. Likewise, the TS Master's Series seems to indicate that I will receive a 98 OVR player if I can complete it on time.

     

    So, my two remaining issues at this time are:

     

    That I never received access to the CR Field Pass Masters Series event and

     

    I am concerned about being able to have access to EA Help email support for Madden Mobile. You did state that email support was never ended, but for many months I have automatically been sent to phone support only to find that the emailed links to initiate phone support led to pages with no phone support options.

     

    I honestly never received access to the CR Masters Series event. I do recall getting 96 OVR Irvin but was not given a choice to choose a player at the end of the CR Season Mode event so not sure how Irvin even got on my squad. I am neither a newbie nor a scammer and am confused about these CR Field Pass issues because I have never before encountered such an unusual situation. I do know with 100% certainty that I absolutely did not receive the CR Masters Series and would like some fair compensation for this error. I would also love to hear that I have access again to EA Help email support for MM.

     

    Thanks again so very much for your kind and thoughtful assistance. - Michael Kottler

  • michaelkottler's avatar
    michaelkottler
    Not applicable
    6 years ago

    I am writing to report that today I started a new case with EA Help and did not get automatically bumped to phone support and instead was sent an email stating that an EA Help representative would be contacting me shortly for which I am grateful. 

    However, I absolutely did not ever receive access to the CR Masters Series as part of my Field Pass purchase. It never appeared and I never played it nor did I receive a selectable 96 OVR Player from this event and it hurts to read that according to EA I did receive the CR Masters Series when I absolutely did not.

    I would like EA to offer me a fair accommodation for this error. As of this writing I have spent well over half a day trying to resolve this and other issues and while I am happy that the TS events ended up working fine, I insist that on completing the CR Season mode event I was never given a chance to select a 96 OVR player (how I got Irving is a mystery to me bcuz I did not select him but he's there so fair enough) but most saliently, I did not ever receive access to the CR Master's Series event. At all. Period. I got nothing in regard to the CR Master's Series.

    And that being the case, it is only fair and right that EA offer some fair accommodation here because I simply did not receive the content I paid for. And to be stricken with words to the effect of well we checked and you did receive all content is unfortunate to say the least. 

    I love Madden Mobile. I have played it for two seasons now and helped support it with cash purchases of MM field passes and other purchases. Also I run a league and have been playing EA's John Madden NFL football games going all the way back to the Sega Genesis console back in the day. In short, I am a fan and a supporter. But when I pay $29.99 for a field pass I expect to receive all advertised content and regardless of what you were told, I did not get the CR Masters Series event, and I do expect EA to step up and respectfully acknowledge the error and compensate me fairly. Please.

    Thanking you in advance for your time and effort, 

    Michael Kottler

  • uod51lia2kv3's avatar
    uod51lia2kv3
    Not applicable
    6 years ago

    The same thing has happened to me with the Madden Futures promo. I have purchased the field pass, but did not recieve the masters series. If anyone knows how to fix this help would be much appreciated. Thanks!

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