[Open][Info needed] Missing the Grand Prize from 'Charming Gardens' STS [ Edited ]

[yani_tsm]

Product: The Sims Mobile
Platform:Apple iPad
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Apple iPad Pro (10.5 inch)
OS Version 12.4.1
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile ) Not comfortable sharing in public.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? During Sweet Treat Showdown event collect the tokens, but wait to open the boxes until the event you can't collect the tokens anymore. Open the boxes, but even if all boxes are opened, the grand prize is not awarded.
What do you expect to see? The Grand Prize to be awarded.
Connection Type Wifi
Please select your region North America
Country USA
Additional feedback

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During Sweet Treat Showdown event I was collecting the tokens.

From the previous experience I knew:

- we are allowed to open the boxes for a couple of days after the event deadline (Sept 6th 10am PDT).

- once you open all boxes you're not able to participate in challenges and earn those extra simoleons, tickets, gems.

So I decided to postpone opening of the last box. 

I was busy before the deadline, but I finished the last challenge within seconds of the deadline. But I didn't have enough time to open one box. I opened it minutes after the deadline. I got the full collection, but I did not get the grand prize.

Below you can the screenshot saying that I opened all the boxes:

Based on the Sweet Treat Showdown FAQ the grand prize is awarded if I open all the boxes. It didn't say anything about any deadlines to collect the grand prize.

I contacted the EA Help the same day. I did troubleshooting steps of reinstalling the game and reloading the device. The grand prize did not appear. They asked to wait for 24 hours "just in case the system is taking it's sweet time to deliver/render the rewards to the account. We can then reach out to get the content to add to your account.". 

I contacted them in 24 hours because the grand prize did not appear. The rep updated my case and sent it to the games team for further investigation. He said that ETA could not be provided. So now I have a bad feeling that I will not get the grand prize. 

I also checked with other players, and I'm not the only one who did not get the grand prize even though they opened all boxes.

[SimGuruMaaike · Accepted solution]

Thanks for sending me your information so far! I have a couple of questions:

1. Did you open any boxes before this Sweet Treat Showdown - Charming Gardens event went into grace period?

If yes:

1.1 Had you opened/finished all boxes of one of the types before entering the grace period? If yes, which type?

2. Did you participate in the first Sweet Treat Showdown - Country Living event?

If yes:

2.1 Did you finish this event and get the grand prize? 

2.2 If you did, did you open the final boxes during the grace period?

2.3 Do you remember seeing the dialog that the Sweet Treat Showdown has now finished? 

And please also see Ilya's tweet on this topic: https://twitter.com/SimGuruIlya/status/1171245392567996416

[TheLemonPrincess]

I am also in the same boat.  This isn't fair.  We earned the grand prize so I expect to receive it. 

[plicearisoner]

i’m having the same exact problem. 

first i spoke to one of the guys on facebook (Bob) and he told me that i would receive the prizes when i finished opening my boxes. i had sent him the pic of my boxes; there wasn’t any one left to open. and then he stopped responding. the Paul told me to report it here, so i did. 

Deepak was the one that took my case. he was very nice but told me that i needed to contact them today because the specialist team wasn’t working yesterday. i’ll write to them in a couple of minutes. 

the thing is is that i just asked one question and no one gave me an actual answer: am i going to get the rewards that i worked for? you guys know that these baking quests are really hard bc you have to spend a lot of cupcakes and simcash to finish them. and i did all that i needed to finish the quest. so, please, look into this ASAP. 

[SimGuruMaaike]

Thanks for the report, sorry to see this is happening in your game!

To further investigate this I'm going to need your player ID and the time when you bought the last box. If you're not comfortable posting your player ID here, please send me or @EA_Lanna a DM with the ID  

[yistirigistridi]

same here. 

i looked for help on facebook. four hours later Bob answered. i didn’t respond because i was sleeping. then he sent a message saying that my case was closed since he didn’t get an answer. i told him that it wasn’t fair since time zones exist. 

then i searched for help here. Varun was the one who handled my case and imo, he was really rude. i was asking if he thought that i would actually get my prizes and then he told me that he couldn’t grant them to me manually and i told him that that was ok, but just wanted to know if there was a chance since i finished the quest; he repeated that he couldn’t do it manually because the game runs on servers. hey, i might not be a sims programming worker but i’m not stupid: i don’t need him to repeat those things over and over again. 

so then i asked him what would the next steps be and he told me: i have done the best from our end”; what? he had done nothing at all! and he continued with “hope for the best”. i asked him if i should contact you guys again for support and he told me that if i wanted to... what kind of answers are that?

so i’ve had really bad experiences in both facebook and AHQ. 

[yani_tsm]

@SimGuruMaaike Thank you for looking into this. I DMed you and @EA_Lanna the necessary information.

[SimGuruMaaike · Accepted solution]

Thanks for sending me your information so far! I have a couple of questions:

1. Did you open any boxes before this Sweet Treat Showdown - Charming Gardens event went into grace period?

If yes:

1.1 Had you opened/finished all boxes of one of the types before entering the grace period? If yes, which type?

2. Did you participate in the first Sweet Treat Showdown - Country Living event?

If yes:

2.1 Did you finish this event and get the grand prize? 

2.2 If you did, did you open the final boxes during the grace period?

2.3 Do you remember seeing the dialog that the Sweet Treat Showdown has now finished? 

And please also see Ilya's tweet on this topic: https://twitter.com/SimGuruIlya/status/1171245392567996416

[TheLemonPrincess]

@SimGuruMaaike 1. Yes 1.1 Royal treat boxes 2. Yes 2.1 Yes 2.2 No 2.3 Yes

[yani_tsm]

@SimGuruMaaike I contacted EA Help on Facebook after seeing SimGuruIlya's tweet last night, and I got the grand prize today.

I will respond to your questions, so that it doesn't happen to anyone else in the future:
1. Yes
If yes:
1.1 no, I left one box of each type

2. yes
If yes:
2.1 yes
2.2 no
2.3 yes

[Phantomlover1717]

@yani_tsm, @TheLemonPrincess, @yistirigistridi & @plicearisoner how is this issue been for you guys? Did it come back in newer Sweet Treat Showdowns?