Escalation to specialist games team waiting time?

[MrsJDB69]

Just a question for anyone who's had the misfortune to have to have a case escalated to " the specialists". How long was it till you heard anything and did they manage to fix your problem? It's been 11 days since mine was escalated. I tried to get an update a few days ago and was basically told they'll be in touch when their investigation is finished and don't try to contact them about it as it causes delays 😕

[Phantomlover1717]

Getting escalated to a specialist means your issue isn't something known and they are now testing on your game to figure out what is going wrong.
It might indeed take some time to test issues. What issue are you having?

Do you feel the manner you've been treated by the specialist wasn't correct?

[MrsJDB69]

@Phantomlover1717 After the black screen issue was resolved and I got the game back I've lost all progress, even though I'd the game connected to Facebook. It just seems like an awfully long time when I've heard of people getting lost progress sorted out before. The manner was probably fine even though it was " don't call us, we'll call you". I guess im just annoyed at how long it's taking. Haven't been able to play in over 3 weeks!

[Tom4DAoC]

Important lesson from all of this: if you can't log into the game LEAVE IT ALONE. Don't EVER clear the data cache or uninstall/reinstall unless specifically told to. This will destroy your local copy, and I suspect that restarting on a reinstall will overwrite the regular cloud copy. EA was having some sort of server issue this past Monday. If they don't have some proper backups that they can restore from before the mess-ups, my game may well be screwed.

[Tom4DAoC]

@Tom4DAoC It worked out for me. I contacted EA Help on Tuesday, exchanged some messages, and got a rollback to Monday late Thursday.

[MrsJDB69]

@Tom4DAoCI was told to follow the trouble shooting tips by an ea advisor, one of which was uninstalling. I have got my game back now, albeit with all my friends disappeared and a new name.