Community Manager
Fellow affected EA App users, I need to share the latest, unacceptable response I received from EA Help regarding the promised compensation for the Battlefield 6 launch outage.
Despite the fact that I (like many of you) was unable to play for hours on release day due to the EA app error, I received this final dismissal from their support advisor, first Ezekiel and then Miguel:
I understand you have some concerns with the technical troubles that Battlefield 6 encountered during launch. We'd like to let you know that our team has already sent out the in-game bonus content to the affected players. If you did not receive anything, it means that our team has verified that you were not affected by said outage. I'm afraid that no further changes will be made in this regard.
This statement is completely unacceptable and a failure of customer service.
This is a shameful approach to a 'goodwill gesture.' They compensated some, but are refusing to fix the distribution error for the rest of us.
If you were impacted by the EA App launch outage and have NOT received the promised:
DO NOT ACCEPT THIS ANSWER. Post in this thread! We need to make sure EA sees that this is a widespread problem and that this automated, dismissive response is not an end to the issue.
Share your experience below!
I rather get a refund
I also was effected by this. Bought on October 5th, tried to play on the 10th. Waited in the main menu for 5 hours or so before finally being allowed to play. I have emailed EA support twice asking about the compensation, both have replied stating that anyone effected was compensated. EA live chat advised me that they are aware of some players not being compensated and they are working on a fix, then another agent today advised me that there is not an issue and that my only course of action is to complain on the forums. Honestly quite dismissive of a response and not really what I would expect after paying £60 for a game, it was already a hail mary to purchase after the way they've treated battlefield players in the past.. Sort it out EA, we expect better.
PUSH, I didnt get anything either cause Im not a streamer probably.
Gather evidence
Screenshot EA’s public compensation announcement.
Screenshot your outage proof (timestamps, error messages, forum posts).
Screenshot your EA Help responses denying compensation.
Re-contact EA Help
Open a new ticket referencing the original public promise, your timestamped evidence, and your previous ticket numbers.
Politely but firmly state: “Under consumer-protection law, companies must honour advertised compensation and cannot arbitrarily exclude verified affected users.”
Submit to your consumer authority
UK/EU: Citizens Advice, ECC, or CMA.
US: FTC / State AG.
AU: ACCC.
CA: Competition Bureau.
Coordinate publicly (civilly)
Continue your EA-forum thread. Encourage others to post their ticket IDs and share if they also received the “Not affected” message.
The more consistent reports regulators see, the more credible a pattern becomes.
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EA’s own public statements created a binding representation if they said all affected users would receive specific compensation, then failing to deliver to verified affected players can be legally considered misrepresentation or failure to deliver a described service under UK, EU, US, CA, and AU consumer laws.
If polite escalation fails, coordinated consumer-rights complaints are the next legitimate route.
If regulators receive multiple, similar complaints, they can compel EA to review its compensation process or issue corrective distributions.
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EA’s public statement (as reported by multiple outlets) referred to:
“Anyone on the EA App who has been impacted will receive 12 Hardware and 12 Career 60-Minute Boosters, and access to a seasonal Battle Pass.”
— EA spokesperson, quoted by PC Gamer
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If you were using the EA App and couldn’t play during the outage window, you fit the group EA said would be compensated and EA’s denial (“not affected”) could be challenged if you have evidence of that downtime.
It did not help, going to escalate to ECC
dude, they don't give a crap about us. They ran their company into the ground and had to sell to 3 other companies....EA is about done
Fellow affected players, I want to share the shocking responses I've received from EA Help regarding the promised compensation for the Battlefield 6 launch outage.
EA publicly promised a "goodwill gesture" to all impacted users (Boosters, Battle Pass access/Season 2 Pass), but their compensation system clearly failed. After three attempts, their support has officially closed the door on me and many others.
Here are the responses I received over three separate contacts, showing their refusal to investigate:
My attempt to play at 19:51 CET was NOT a successful game session. It was a desperate, quick failure when I tried to use the infamous community workaround (spamming server search) to bypass the ongoing outage. I was immediately kicked out and gave up playing until the official fix around 23:00 CET.
The fact that I had to use a broken workaround PROVES I was impacted. EA is using a single, misleading log entry of a failed attempt to deny me compensation for the hours I truly lost. Their policy is essentially: if you tried to get in, you lose. If you gave up, you get compensated.
This is a punitive and unacceptable policy from a company that failed its customers on launch day.
If you were impacted by the EA App outage and have NOT received the promised compensation, DO NOT ACCEPT this generic denial.
Post your experience below! We need to make sure EA understands that their "careful and thorough review" is flawed, and that ignoring a significant part of their player base is the wrong way to run a service.
I bought the game and when I put the game code in the EA app it said in the online store that I owned the game, but it didn't show up in my library, and it took me hours of searching and messing with the app before I could even download it, I got nothing from EA.
They don't give a rats **bleep** and you can tell based on how much crap this game is feeding us. The battle Royale is better and its free while the fans who bought and are trying to keep this franchise alive are treated like **bleep**.
This has been whole ordeal has been absolutely ridiculous, and has made it so I will NEVER buy ANYTHING off the EA app again.
This company is the worst.
I'm in the same boat, and the funny thing is that friends who requested a refund and bought it on Steam have received compensation, while those of us who went with EA got kicked in the butt. It's a shame...
