HUT win counted as 'DISC' loss after game competed

I won a game last night 5-3 in HUT competitive season. The game had completed and the 3rd period ended. It went to highlights and then to the end-game screen. When I exited out I was awarded no coins or experience. When I checked the results page, it counted the game as a 0-3 loss, saying 'DISC'.

I checked the opponents results page and it gave him a 3-0 DNF win. That player had 5 such disconnection results in his last 12 games. I reported him on XBox and contacted customer support. I spent an hour in chat and they told me to wait and have someone call me. I waited until this afternoon and had to open a new case (as they closed the other one) and got a call. Customer support said that what I claimed happened is not possible and that I need to post on the forums.

In all i've spent about 4 hours trying to get a win that I earned. I asked for compensation and the support tech denied it. I asked to speak to a supervisor or to have my case escalated and they told me I was being rude and hung up the phone.

They way this company handles customer service is an absolute joke. I've never been treated so flippantly or disrespectfully by a company with whom I'm spent hundreds of dollars with in my entire life. I cannot fathom that this sort of treatment of customers is acceptable to management. I now see why EA is rated one of the worst and most disliked companies in the country.

To have an online chat ended and case closed, and to be told on the phone that my issue is not possible and then to have the representative literally hang up on me when I asked to speak to a supervisor is beyond my comprehension. I would like to be contacted by someone immediately to resolve my in-game issue, which is fairly simple, and I would like some compensation for the way in which I've been treated and the number of hours I've spent trying to get a simple win to count that I earned.

I look forward to a prompt response. Thank you.

EA_Barry
9 years ago
@bigal4458

To clarify, we do not alter player win/loss records due to a connectivity issue, on your side or that of your opponent.

You have taken the correct action in reporting the player suspected of wrongdoing and suggest you also report that player using the information at this link: https://help.ea.com/en-us/help/faq/report-players-for-cheating-abuse-and-harassment/

We can and do take action against players who are reported for suspected cheating whenever appropriate.

12 Replies

EA_Barry
Community Manager
9 years ago
@bigal4458

Please be advised that we do not take action when the outcome of a game is determined by a connectivity issue. This means that we will not change your win/loss record, coin balance or provide any other type of compensation. Our Advisors have strict policies and procedures in this regard. Apologies if you felt disrespected or like you were treated abruptly.
bigal4458
9 years ago
Thanks for the reply, however if you read the post completely you would see that I did not have a connection issue. I never disconnected from the game, my opponent did, after the 3rd period ended, and it gave him a 'DNF Win' and me a loss. A simple check into the players history shows multiple game disconnection results, while I have never once disconnected from a game.

Clearly the player is exploiting some sort of bug, or your servers messed up. Either way, I was screwed over, and your policy should be to examine each complaint on a case-by-case basis, not some blanket refusal to act behalf of your honest customers. That's just lazy and draconian, and again, speaks to a poor level of customer service, and also is in stark contrast to what I was told over the phone by two other representatives. Their explicit instructions stated that you have both the capability and power to reverse the outcome if, after investigating, it shows there was an error. Either you didn't investigate the case, or I was lied to twice by other customer service representatives.

Please look into the issue thoroughly before providing a blanket refusal to act.

I look forward to hearing back. Thank you.
EA_Barry
Community Manager
9 years ago
@bigal4458

To clarify, we do not alter player win/loss records due to a connectivity issue, on your side or that of your opponent.

You have taken the correct action in reporting the player suspected of wrongdoing and suggest you also report that player using the information at this link: https://help.ea.com/en-us/help/faq/report-players-for-cheating-abuse-and-harassment/

We can and do take action against players who are reported for suspected cheating whenever appropriate.
bigal4458
9 years ago
That's great. But again, I was told twice, by two different people that you have the ability and DO change outcomes when applicable. And again, there was no disconnection, just how the game classified it.

I'm already in contact with someone at a higher level so I'm not sure I need your help anyway, but why tell me you won't alter the final outcome when others told me you can and do?
Anonymous
9 years ago
I have had the same thing won 7-4 got the DISC message and then lost 0-4 whats up with that EA?
Anonymous
9 years ago
I got this message while playing on a direct download copy of the game
Niks_323232
3 years ago
The same thing just happened to me, my last game of HUT Champs and I was on pace for 7 wins. In the 3rd period I scored my 8th goal to make it 8-4 and my opponent quit. It should just count as a win for me, but it counted as a DNF Win for my opponent and a loss for me. I’m so frustrated because now I’m knocked out of my Hut champs tournment. You can clearly see my team name “GNG” winning 8-4 when it goes and then shows that I apparently lossed the game. Absolutely ridiculous, get better EA.
EA_Aljo
Community Manager
3 years ago
@Niks_323232

Did the game before this one end in a DNF also?
Niks_323232
3 years ago
No because my openent didnt quit, but I checked the guys account and he had like 7 DNF wins even when the score said that he was losing.
EA_Aljo
Community Manager
3 years ago
@Niks_323232

We've seen this happen when the animation for the previous game's points didn't play. So, they've being adjusted in the next game. Was it just this one game that happened in? Unfortunately, there's nothing we can do about it, but I'd like to pass on the report to the team.