Community Manager
Hello,
I'm contacting you because I'm one of the players who purchased the game via the EA app and experienced a problem at launch that prevented me from playing because my content was blocked.
Aside from being able to join Portal servers, which was completely broken via a workaround shared on social networks by players, in my case, I wasn't able to enjoy my purchase normally.
My gaming partner, who was in the same situation on launch day, informed me that he received an email a day ago and that he received compensation for 12 weapon XP tokens and 12 career XP tokens today.
I paid for the game and didn't have access to it at launch either. How come I didn't receive anything?
Believe me, there's no way I'm being violated.
I await your response and will share with you a screenshot of my current tokens.
Thank you for taking my request into consideration. I am not a new player with you and I have always been loyal to your licenses.
---------- Forwarded message ---------
From: Justin
Date: Thu, 13 Nov 2025 at 17:29
Subject: Re: Thanks for using EA Help. 225440239
To: EA Help <[edit: email address removed]>
No, “FritzyDave”.
Just reread what you sent me:
You appreciate me “for reaching back to EA Help”!’ What kind of English is that? What kind of customer service are you presenting when you can’t even spell or grammar check your communication. It’s ludicrous and entirely unprofessional.
Don’t tell one that you’re unsure of how it (the basis on which compensation was issued) was determined. Who would get compensation and who wouldn’t. That’s ridiculous. How can you and your colleagues tell me every time you email, that you’re going to help sort this out… when you don’t even have the facts with which to sort it out????
When a compensation claim is made, then EACH AND EVERY CASE IS INVESTIGATED. Not just a few cases looked at. Compensation maybe offered to only those that were looked into. And the rest? Told to get lost… because you don’t even know why???!!
I don’t care for your “advisor limitations”. That’s EA’s problem - not mine. Tell your managers to get you proper access if need be. Tell them to investigate if need be. But don’t tell me you can’t look into the matter any further. YOU’RE EA HELP! You’re supposed to fully look into the matter!
As for your suggestion of opening a new case… what the heck?! Why would I want to do that? For you to close this one down (when it shouldn’t be closed) and then you try and close the next one down too (almost certainly)?!
Seriously; EA need to stop messing me about. So much for a billion dollar company that can’t even sort basic issues out.
I’d laugh at your customer surveys if I thought them funny. They’re not. They’re useless. Because right now… EA customer support is useless.
Escalate to your manager; I’m demanding.
Justin
On Thu, 13 Nov 2025 at 16:51, EA Help <[edit: email address removed]> wrote:
Hi Justin,
Hello there,
I appreciate you for reaching back to EA Help. Fritzydave here again taking over this case.
I recognize that you want to know more about why you did not get the goodwill grants and how it was determined who could receive the grants for the EA App outage. Please know that we have no information regarding this and all the details we can share have already been shared by the previous advisors. With that being said, no further adjustments can be made in this situation.
I know this is not the outcome you are hoping for, but I hope you understand advisor limitations in this instance.
We sincerely thank you for taking the time to raise this concern. If you have other questions or concerns, please do not hesitate to contact EA by creating a new case and we'll be more than willing to help.
Still need help? You can reach us on help.ea.com .
Fritzydave Arianne J.
EA Help
