Funny how complaint topics get closed.
I guess this is just a continuation of EA and the moderator ignoring customers. Easier to close a discussion than it is to resolve and explain the issues. I believe an explanation is appropriate giv...
Forum Discussion
I share your frustration about EA but it is a reality that they do not view, in general, these forums (or those of any of their other titles).
My understanding is that EA is more a contracting group and sub-contracts to gaming houses world-wide to produce the games they sell as their own. The gaming houses are responsible for the mechanics of the game and in our case the support for in-game issues.
The games are hosted at data centres no physically close to the gaming houses so if there is a connection problem they have the same difficulty reaching the game as we do. They do have direct communication routes to the data centre staff who then can check internally what is wrong and can alert them 24/7 if a problem is identified as being general. I've alerted Envision staff at a weekend evening and they've responded by checking then alerting the data centre.
EA provide very limited support for the game via 3rd party support centres.
EA provide (probably via 3rd party contract) 'support' for financial transactions so if funds are not appearing or there is a problem buy funds then they can provide support.
As i started this by saying, 'My understanding' I wish to emphasise that this is my 'opinion' based upon experience and could be totally wrong!
I'll repeat also that I share the frustration about the lack of public communication about the issue from whoever it is that is contracted to provide it.
My understanding is that EA is more a contracting group and sub-contracts to gaming houses world-wide to produce the games they sell as their own. The gaming houses are responsible for the mechanics of the game and in our case the support for in-game issues.
The games are hosted at data centres no physically close to the gaming houses so if there is a connection problem they have the same difficulty reaching the game as we do. They do have direct communication routes to the data centre staff who then can check internally what is wrong and can alert them 24/7 if a problem is identified as being general. I've alerted Envision staff at a weekend evening and they've responded by checking then alerting the data centre.
EA provide very limited support for the game via 3rd party support centres.
EA provide (probably via 3rd party contract) 'support' for financial transactions so if funds are not appearing or there is a problem buy funds then they can provide support.
As i started this by saying, 'My understanding' I wish to emphasise that this is my 'opinion' based upon experience and could be totally wrong!
I'll repeat also that I share the frustration about the lack of public communication about the issue from whoever it is that is contracted to provide it.
