Two different answers EA :( makes me sad

by MsBubbles79
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Two different answers EA :( makes me sad

★★ Novice

I've purchased a few extras for my sims 4, and discovered that I ordered the wrong one on dec 28, the whole time thinking I had the perfect patio but missing options.  

I spoke to customer support with 7-8 minutes in between answers from the support agent all that came back was that they couldn't refund.  I never asked for a refund just an exchange for the right thing.

 

I was even told to wait while they found a specialist,  and I had to ping 4 more times after waiting over 10 minutes for an answer which was just no way no how.

 

This makes me sad.  I've lost faith that this customer service guy was even doing anything. 

 

Reading through this forum shows me MUCH better customer service here than the website actual Contact Us Chat window.  

 

Now my agent is "looking for a specialist" I wonder how much time this will take. Frown

Message 1 of 7 (731 Views)

Accepted Solution

Re: Two different answers EA :( makes me sad

EA SPORTS FC Team

Hi @MsBubbles79,

 

I had a look at your cases, chat history and your request for exchanging one DLC for another DLC after purchasing the incorrect one by mistake.

 

The advisors did their everything in their power to help you out. They checked if a refund was possible so that you can buy the correct pack, but you're not eligible for a refund/exchange as a couple of weeks have passed.

 

For more information you can check out this Help EA Article:

 

https://help.ea.com/en-in/help/account/returns-and-cancellations/ 

 

"Note: Downloadable content (DLC) and in-game currencies are not refundable if purchased separately."

 

Let me know if you have any other questions Standard smile

 

Jason.png

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Message 4 of 7 (649 Views)

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Re: Two different answers EA :( makes me sad

The only thing I can offer you at this moment is this link:
https://www.origin.com/nld/en-us/store/great-game-guarantee

As we don't work for EA we can't really handle refunds or exchanges. 
I hope the issue gets handled soon and correctly. 


----------------

Answers HQ Guardian

do not work for EA

 

Message 2 of 7 (691 Views)

Re: Two different answers EA :( makes me sad

★★ Novice
Some on here seem to. I think I’ve given up on the company as a whole now. Two really awful help desk chat experiences in a row.
Message 3 of 7 (688 Views)

Re: Two different answers EA :( makes me sad

EA SPORTS FC Team

Hi @MsBubbles79,

 

I had a look at your cases, chat history and your request for exchanging one DLC for another DLC after purchasing the incorrect one by mistake.

 

The advisors did their everything in their power to help you out. They checked if a refund was possible so that you can buy the correct pack, but you're not eligible for a refund/exchange as a couple of weeks have passed.

 

For more information you can check out this Help EA Article:

 

https://help.ea.com/en-in/help/account/returns-and-cancellations/ 

 

"Note: Downloadable content (DLC) and in-game currencies are not refundable if purchased separately."

 

Let me know if you have any other questions Standard smile

 

Jason.png
Message 4 of 7 (650 Views)

Re: Two different answers EA :( makes me sad

★★ Novice

That’s the point I never wanted a refund, perhaps just someone to understand. 

 

Yeah im done with EA.

Message 5 of 7 (639 Views)

Re: Two different answers EA :( makes me sad

EA SPORTS FC Team

I understand that you don't want a refund, you want to exchange your pack for another one. Too much time has passed and there is nothing that we can do.

 

Should something similar happen in the future, please contact us immediately Standard smile

Jason.png
Message 6 of 7 (637 Views)

Re: Two different answers EA :( makes me sad

★★ Novice

Perhaps you did t see when I said I’d been trying to solve the issue myself and discovered the mistake when I wrote in for help. 

 

It’s ok, there won’t be a next time. That will be my last ea purchase 

Message 7 of 7 (621 Views)