3 réponses à ce sujet

[Razick]

 I recently contacted EA customer support about some of the constant crashing and connection issues that have been going around to find out if there was something I could do to fix these problems and possibly get reimbursed for the very large amount of multiplayer credits I was prevented from earning due to these crashes and disconnects occuring mostly at the very end of the matches I have been playing.  My first step was contacting support via email where I explained my problems and that I was pretty sure they wern't anything to do with my internet or my Xbox itself.  The first response I got the tech told me that I had a corrupted file and that I would have to delete my entire Mass Effect 3 save file.  As much as I hated the idea of deleting my single player data the tech seemed pretty sure that my problem was a corrupt file so I figured it was an acceptable sacrifice if it meant I wouldn't be losing out on 400,000 credits a night due to crashing/disconnecting 3-4 times a night.  It didn't work, after deleting my save data and downloading the DLC again I tried playing a few matches and made it through one match then crashed and disconnected the following two matches.  At this point I am very frustrated so I contacted customer support via telephone for two reasons: one, to figure out why I was crashing and disconnecting so much and two, to express my desire to recieve some form of compensation for all the frustration, disapointment, and lost credits/single player save data.  I was then informed in a round about way that the crashes and connection issues were thought to be isolated incidents but were found to be actual problems on EA and BioWare's end.  I was also told that EA customer support couldn't help me with any Compensation other than a discount code for Origin which I don't use (I play most of my games on console and I prefer to buy my games form a physical store) for any other form of compensation such as multiplayer credits or possibly a free promotional item code to make up for the first support rep instructing me to delete 50+ hours of save data I was told I would have to contact BioWare customer support through their support links or here on BSN.  Since all the support links all go right back to EA I am posting this here in hopes that someone from BioWare will actually read this and tell me if there is anything that I can do to recieve some form of compensation for all of these problems (especially for the lost single player data since that is the fault of an incompitant customer support representative.)

I would like reimbursment for the credits but I mostly want something for the poor instruction from customer support.  The following is the response from the support rep instructing me to delete my save data.

ADVISOR: Hello [removed name for privacy],

Thank you for contacting Electronic Arts again.

I understand that you are facing with game crashing issues and other glitches like not able to access the maps etc. I can understand how irritating it could be but please do not worry, I will do my best to get it sorted out.

I have gone through issue and understood that your save game files is damaged. So you need to clear your Xbox cache and delete save game files.

XBOX Clear Cache:

Let’s first try to clear your console cache, this can sometimes cause issues with game. To remove these files, follow the steps mentioned at the below given link: http://support.microsoft.com/kb/971755

Delete game save files Xbox 360

Corrupted game files can sometimes cause a faulty online connection. To remove these files, follow the steps below:

1. Start your console with the game disc out so it launches into the Xbox Dashboard. 2. Select the System blade. 3. Select Memory and press the A button. 4. Select Games and press the A button. 5. Select your game and press the A button. 6. Delete all files for the game. 7. After following these steps re-launch the game and try to go online. Note: deleting your game save file would reset your offline game progress and you would need to play the game from start.

For any help with the steps above, please do not hesitate to approach us. Electronic Arts values your co-operation and efforts. For more information, please visit our online knowledgebase here: http://help.ea.com/

Regards,
[removed name for privacy]
Electronic Arts – World Wide Customer Experience 

[Eragondragonrider]

Welcome to BSN tech support, sorry to inform you but the only people that check the tech board are fellow BSN members. I doubt you will get any response from EA/Bioware that will solve your problem. The servers for MP are crappy and most of the time its only very old servers that they are using for this game. So my only advise is get use to it and live with it or keep trying to bark up the tree but I don't think anyone will answer because this has been a problem since the demo released.

[sTrYkZ1LLa]

I would restart your modem/wireless router then run the the Xbox Internet connection test to see if you NAT is strict or moderate, open is best. . You will never see those credits only way they can help is with failed pack purchases. Don't delete save data he's just reading from a poorly written tech script. Good luk x_x

[Razick]

sTrYkZ1LLa wrote...

I would restart your modem/wireless router then run the the Xbox Internet connection test to see if you NAT is strict or moderate, open is best. . You will never see those credits only way they can help is with failed pack purchases. Don't delete save data he's just reading from a poorly written tech script. Good luk x_x

I stated in the original post that it has nothing to do with my connection but I will elaborate because it was a quick mention the first time. While I was on the phone with EA tech support I was told in so many words that EA and BioWare are at fault for the crashes and disconnects I have been having.  He didn't give much details but from the timing of when my problems started I would assume the problems are caused by something within the Earth DLC or a patch that came out around the same time.  The only information I did get is that they originally believed that these were isolated incedents but they have discovered that something is wrong that is causing the game to crash and freeze as well as the connection to the Mass Effect 3 servers to drop for a lot of players.  I was not told anything about what the actual cause is or why it only affects certain people and not everyone.

As for the credits I honestly believe with as many players that are having this issue BioWare should give everyone some kind of free gift of credits or item packs.  My main concern however is that it was an EA support representative that instructed me to delete Mass Effect 3 save files to fix my problems but instead of fixing my problems all I did was lose 50+ hours of gameplay data.  All I ask is that something be done to make up for the poor instructions given to me but since EA customer support claims that it is "not possible" to give me credits for multiplayer, access to any promotional content, or really anything at all other then 15% off for a game in the Origin store (which I would never use)  all I can hope is that one of the BioWare admins will read this topic and agree that I should recieve something (that is not useless to me) as an apology for all this frustration and either grant me the compensation themselves or guide me to the proper channels to recieve compensation.