EA lost my game and says I am SOL

I purchased Spore back in 2011 from Amazon. I entered the code in Origin and have played it off an on for years. fast forward to today, I download what is now the EA app (very disappointing) and Spore is no longer in my library. My addons for the game are still there but the base game is gone. I reach out to support who says there is nothing they can do and direct me to Amazon (LOL). I know it may seem crazy to try and recover a game that was 9 dollars 15 years ago but it is the principle. I purchased the game I should be able to play it permanently, a company shouldn't be able to purchase a company or migrate to a new launcher, lose a players game and tell them sorry, you are SOL. 

What realistically can I do in this situation to get the game back? I put the EA chat history down below for those that want to read it. 

Chat

AAndrea joined • 12:23 PM

Hello! Thank you for contacting us. An agent joined the chat and will assist you now. This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.

Hey Andrea, can you look at previous case history?

Read • 12:24 PM

Hi, there! Nice to meet you, and welcome to EA Help! Thanks so much for reaching out—I really appreciate you taking the time. My name is Andrea. I totally get how important this is for you, and I’m here to help every step of the way.

A

Please allow me a few minutes to check your previous case so I can pick up where you left off.

Andrea • 12:24 PM

thank you

Read • 12:24 PM

A

Anyway, do you have the case number for that?

Andrea • 12:24 PM

249118475

Read • 12:25 PM

Thank you! I’m checking on it now.

A

I was able to check your previous interaction, and it seems you’re having an issue with your purchase regarding Spore, correct?

You mentioned that you purchased the game through Amazon. May I kindly ask if you can provide proof of purchase for this?

Andrea • 12:30 PM

I can provide an email from 2014, which was provided in the first case

but in that case the chat representative asked for a code

I found that code

EPW6-NJDJ-****-****-****

Read • 12:31 PM

Got it! One moment, please.

A

To confirm, you’re missing the base game, correct?

Andrea • 12:34 PM

yes, my add ons are still there

only the base game disappeared

Read • 12:35 PM

A

Thank you! I’ve also shared this with my team so we can further check it on our end. Please bear with us.

Andrea • 12:37 PM

okay thank you

Read • 12:39 PM

A

You're very much welcome! How's your day going so far, anyway?

Andrea • 12:39 PM

it is good so far

Read • 12:41 PM

A

That’s good to know. I just need a few more minutes to check your case, and I’ll let you know once we have an update.

Andrea • 12:41 PM

okay take your time, thank you

Read • 12:42 PM

A

I appreciate your patience while I check this for you.

For this case, since the game was purchased through Amazon, you’ll need to reach out to the retailer directly, as we’re unable to provide or grant the content on the account from our end.

Andrea • 12:44 PM

this is a game that was purchased back in 2011

the game was in my library before it migrated to from origin to EA

can you guys not see the account the code was tied to?

its literally hosted on your platform

amazon has no insight into your platform

Read • 12:45 PM

A

I understand that, however since the purchase was made through Amazon, we need to refer your case back to them for further assistance.

As much as I would like to help you further, I hope you understand that we have specific processes and policies we must follow, and we’re only able to assist with certain actions on our end. For this reason, the retailer will be in the best position to review and resolve your purchase concern.

Andrea • 12:45 PM

the issue isn't with the purchase, it is with your team losing the game when you took over origin

Read • 12:47 PM

A

I hope you can see how sincere I’ve been in trying to help you through this process. Please know this isn’t the kind of experience we want you to have.

However, since the purchase was made through Amazon, we follow a specific process for cases like this and will need to direct you to contact the merchant for further assistance.

I sincerely apologize for the trouble this has caused.

Andrea • 12:49 PM

what is Amazon going to do? they don't have the access to restore games that were in my launcher?

it makes absolutely no sense

your team is passing the buck because you don't want to deal with the issue you created

can I escalate to a manager?

Read • 12:52 PM

A

I'm sorry but there isn’t an option to escalate your case further, as we need to follow our internal process for this type of concern.

As mentioned earlier, this case will need to be referred to Amazon, as they are the merchant where the game was purchased. Since the issue is related to your game purchase, it would be best to contact the retailer directly for further assistance.

Andrea • 12:54 PM

the issue is not related to my purchase

the issue is the game code has already been applied to this origina ccount that is now EA

the issue is on your side

not amazon

Read • 12:55 PM

A

I believe I’ve provided all the information needed to support you with this case, and as much as I’d love to help you further, we’ve gone through every possible step, and unfortunately, the outcome remains the same.

Please know this isn’t the kind of experience we want you to have. I hope you enjoy the rest of your day, and thank you for reaching out to EA Help. If you ever need support again, we’ll be here for you. This is your advisor, Andrea. Take care!

Andrea • 12:55 PM

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AAndrea left • 12:55 PM

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