Game Crashed/ Lost All Content. EA will not help.

by BiiPie
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Game Crashed/ Lost All Content. EA will not help.

★★★ Newbie

During the month of April (April 24th). EA's The Sims Mobile crashed. I logged into the game and was greeted by a load screen. The game failed to load for hours. I called EA to get the issue resolved and the representative informed Me that they had issues with the game and that I should uninstall and reinstall the game. At the time, I was only logged into Google play as a backup option. When I installed the game and all of My content was gone. Content included over 35 cupcakes, Gameplay level of 20, two common heirlooms, 1 rare heirloom, the uptown chick pack, hobby (cooking and guitar levels) and furniture and coins I earned in the game from three working adults. I called back to EA to get the issue resolved and they asked for the old player ID number. EA representatives informed Me that there has been numerous issues with players using Google play.  Noone at EA informed Me that google play was not a reliable back up source and informed Me when I called in initially that Google play was not reliable (although it is still an option) when the told Me to uninstall and reinstall. I informed them that My game was backed up I gave then them the player ID number I currently have so that they could find My old player ID to reinstall My gameplay.  Keep in mind I called in April 24th to get this issue resolved. Each Time I called I had to give the following information about game ID, content missing, screenshots of purchase verifications, game level of play, etc. Each time they keep emailing me that the issue has been resolved when it has not been resolved. I have to call back in and give them a case number and they continue to tell Me that they didn't get the information. I keep having to call back in to request to speak to a representative that will either hang up on Me, or tell Me that they never got the information I sent. I have to send a request, this time with all the documentation attached to assure that they have it, but they still say that they did not get the information. It is not may 12th and the issue is not resolved but I have received 2 emails stating that it has been resolved. Since then I have repurchased information leveled up to where I was prior to the game crashing. I called in today concerning the length of time this issue has been going on and receiving misinformation about the issue being resolved. I have been on the phone with them for an hour explaining the situation and going back and forth with the rep about what screenshots have been sent in. The manager has been "busy." Its been almost a month since I had this issue. I am only asking for the items that I have purchased. 

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Re: Game Crashed/ Lost All Content. EA will not help.

[ Edited ]
★ Apprentice

I am sorry that this happened to you, but the only thing I can tell you is that you shouldn't keep your hopes up.  I have also been dealing with the very incompetent EA technical support for a week, trying to get my broken game fixed.  You see, my game progression didn't get saved properly on cloud either, and when I logged back in the game using my second Android tablet,  I realised that I had lost some game progression, some items, and a Sim I created for the last Sim slot I had unlocked.   

 

The Sim slot which was previously occupied with the missing Sim appeared empty on the game screen, but when I tried to create a new Sim to replace the missing Sim,  it didn't let me.  The Sim slot is bugged.  I am now stuck with just having three Sims and an empty Sim slot that isn't working.

 

Each and every time I contacted the so called technical support, they didn't seem to know what they were doing.  I don't know if you are in the US or in the UK, but here in the UK, when you contact EA by email or have them call you on the phone, you get connected to somewhere in India; the Indian technical support people either send you generic looking emails and not really understand your situation fully, or you get talked to someone who is reading off a script to you in an extremely heavy accent that you can't understand what they are saying.  

 

I once contacted the US EA technical support by accident, and he  typed in perfect English, but he didn't even get the game right.  I clearly specified "The Sims Mobile" as the game I needed help for on their support page, before I contacted them, but  the guy  thought I was asking for help  about "The Sims 4".

 

 

All the UK technical support have been telling me so far is  that their specialist team has been notified and  made aware of the issues, and that the team will be working on a fix, but they can't tell me when the issues get fixed.  It could take  weeks or even months before any glitches get sorted out.

 

They seem all utterly incompetent.  It looks like they released the game too soon (despite the fact that they had nearly a year of "soft launch" beta period), and the game is full of bugs.   

 

I didn't get compensated for all lost items either, but I just gave up on it.   I am just thinking about  walking away from the game.  I surely don't want to restart my game from total scratch and lose all the SimCash, items, and time I invested in the game, especially there is no guarantee that glitch won't happen again, but I am not sure if I want t o keep investing my time in the currently broken game with a broken Sim slot either.

 

I honestly think that EA doesn't care if we lost items or having a Sim slot not working.  I think that all they care about is people downloading the game and spending money on the game.  

 

 

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