April 2016
A blue tab 'free' job rush took 36donuts when I used it 3 times earlier. 12 each time. I've messaged EA. How long do I normally have to wait for problems to be solved?
April 2016
It can take 1-2 weeks when you email them. For a faster response, contact a game advisor from a PC to get a live chat option. Game advisor: https://help.ea.com .
June 2016
How do you message them I cannot find anyway to contact them as the support page takes me to this forum and mothing else and I too have lostloads of donuts through the supposed free speed up.
June 2016
If you report it as a bug or glitch you'll most lkely ony get the option AHQ
try reporting it as
missing Conten
or
technical issue
June 2016
Today I lost more than 100 donuts. I had Free button on 24h jobs for 15 characters and I pressed it... Only now noticed that I lost so many donuts. This bug really hurts, I was collecting donuts to buy Barney's bawlorama and I was so close..
June 2016
The same thing happened to me today, exactly 36 donuts as well during the make youngsters Ignore curfew Mission. I contacted EA, they did nothing and said to file a bug report. The link they gave metakes me here to the forum. So now what?
June 2016 - last edited June 2016
It did the same thing to me! What should we do?
June 2016 - last edited June 2016
My conversation with EA in regards to this matter below. I am also contacting apple since EAs response is there is no time frame on getting us our money back... They state that they need time to explore the bug.
Chat Transcript
|
info: Your approximate wait time is 0 minute. info: You are now ready to chat with Anurag. Anurag: Thanks for contacting EA Customer Experience, my name is Anurag. How may I assist you today? you: I've been trying to report a bug in the simpsons game you: I have tried calling in and using Awsner HQ you: no one has resolved my issue you: a handfull people are reporting the same bug Anurag: I am sorry to hear that you encountered the issue. Rest assure I’ll do my best to address your concern. Anurag: Before we proceed may I know your name please? you: Jason Pawlan Anurag: Nice to meet you Jason Anurag: Jason could you please tell me what bug did you find in the game you: when you get the "free rush" button for youngsters to ignore curfue you are charged donuts you: I lost 36 of them you: which I have purchased with US dollars Anurag: Okay thank you Anurag: As you told that you reported this issue on the forums Anurag: May I know when did you do it you: yesterday you: more have posted since then you: same issue you: and no one is writting us back you: this bug has cost the loss of money Anurag: Thank you for the information Anurag: Please allow me to explain this to you Anurag: First of all I apologize once again for the inconvenience caused to you .It is deeply regretted Anurag: I really appreciate that you posted this issue on forums .The thing is that Anurag: it will take some time for the developers to look into this issue as well therefore I would kindly request you to wait you: I can not you: I have lost money you: and demand a refund you: this is a loss of actual us dollars you: not just a gkitch in a game you: I understand you need time to fix the bug Anurag: Being a gamer myself i can understand your situation and I know how it feels when you you: but I should still be refunded my money you: this is about money, not the game Anurag: lost your hard earned money .Please believe me once the issue is reported to the developer team they will surely check it and if possible take appropriate to provide the refund as well you: it has been reported you: and my money has been lost you: US Dollars you: you owe me an itunes credit you: in compensation you: I know my rights you: as an ios app you have to comply with my rights to payment through iOS and the app store Anurag: Please believe me here.These issue do take time to be investigated in details.EA will never let you down at any cost.It is just that this issue will take some time to be investigated in details before any resolution is passed out .Therefore Please give us a chance and keep checking the forums for the latest update you: I have already lost money you: you can refund me now you: well its not a refund actually you: I do not need to wait you: I'd be happy to contact apple directly you: and report this app you: they can block the app and update till it is resolved Anurag: Please do not get wrong.Please give us a little more time so that our developer team can check it and fix this right away. you: I already lost money, those funds need to be given back you: as a large game company you have the abuility to do so you: there is no need to make customers wait Anurag: I will surely save all the feedback that you provided us with to your case notes and will forward it to my supervisor as well. Anurag: Please trust me the bugs do take time to be investigated you: I understand bugs take time you: but you can still reimburse peoples loss you: especially if it is actual money you: you have that ability you: again, I'm happy to report the app to apple you: if you can;t reimburse customers that app should be taken down until fixed you: as my purchase went through the app store I am protected by apple you: and there legislation you: a simple refund for my loss is all I or any other users are asking for Anurag: Okay thank you .Please give me a chance to explain this to you you: if you can not me refund me today just say so Anurag: I do understand that you did use real life money to purchase items and I will not deny t hat the you: I will be attaching this entire chat to the forum and also sending it to apple with my app complaint Anurag: thing is that the purchase that you made from itunes can be refunded only by apple and not by us as the transaction is mentioned in their database and not ours.It is true that the game is of EA however Anurag: the refund can be done only by EA as the transaction was done on their store. you: you can add items to EA accounts using our Mayhem codes Anurag: I really wish i could just directly provide you with free items but I am afraid we are not allowed to do so Anurag: The thing is that over here at EA we have to follow some rules and policies which we have to strictly adhere violating it will lead to actions against us.I hope you understand my situation. you: you can also provide users with itunes codes for reimbursements you: that is why I will be sending this to apple you: as you are violating my rights and the rights of other users you: I will also post this to the forum since no one is contacting me or the other users you: This way apple is informed you: and the EA users are informed you: how long do you expect this analysis to take? Anurag: Please trust me had it been possible for me to provide you with free items I would have loved to do it.This issue will be fixed for sure and I am pretty sure the developer team will surely check on the refund issue as well.All I am requesting here is to please give our developer team some time more to get this fixed you: how much time do you need? you: apple and the users would like to know you: as would I Anurag: Well at the moment I am afraid I am unable to provide you with the exact time frame as we do not have the information on it but I am pretty sure this will be done or fixed at the earliest you: that is not a complete sentence nor is it an answer you: so you have no time frame correct? Anurag: I am afraid you are correct. you: thank you for that you: an honest answer you: I will be calling apple with this news and also letting the other in the forum know as well you: is there anything else? info: Your chat transcript will be sent to [edit: email address removed] at the end of your chat session. Anurag: Once again I am really very sorry for the issue that you have encountered I am pretty sure that the developer team will check it and get a fix for it at the earliest. you: ok, thank you |