In case anyone is interested. I had that same issue and did what ExLo05 suggests here:
I had the app's language set to Spanish. I switched it to English. I reinstalled the game (plants vs zombies) and it finally worked well
You'd be right. Their next response was:
"Thank you for contacting EA. My name is Abhishek and I would assist you with your issue today.
I have reviewed your email and as I can see you are missing games in your account. Not to worry, I will try and help you with it.
I would request you to please share one of the below details so that we could locate your EA account:-
1. Registered email address on your EA account
2. Do you have access to this email address?
3. Origin ID/EA ID
4. PSN ID/ Gamer tag of Xbox/ Steam ID
5. Invoice number, if any purchase is made through the account
I am looking forward for your reply.
If you have any questions, let us know.
Thanks for reaching out to EA."
I question why they need any of this information to answer my question about an internal ticket number, but I humored them anyway:
"1. Registered email address on your EA account:
[REDACTED]
2. Do you have access to this email address?
Yes
3. Origin ID/EA ID
[REDACTED]
4. PSN ID/ Gamer tag of Xbox/ Steam ID
Irrelevant, I am only trying to play this via the EA App client
5. Invoice number, if any purchase is made through the account
Game was given away free on Origin (via the 'on the house' promotion) years ago, so I do not have the digital receipt for it anymore.
However, none of the above should be required to answer the questions that I have asked two times already (three now):
In a previous email to me from help I was told:
"I checked this issue further and it's looks like an ongoing issue. We are receiving similar reports from other players as well and there seems to be some problem.
Good thing is that our game team is aware of the issue and is diligently working to fix it as soon as possible.
Though I know nobody likes to wait but rest assured the issue is been addressed on priority. You have been a valued player of EA and I assure you that team won't take long to fix this."
My questions were:
- Can you advise which department you have forwarded my error report to?
- Can I please have the ticket/job number that has been assigned to this error by this department?
- Can this department advise:
1. What they are doing to resolve the issue?
2. How long they estimate it will take to resolve the issue (I am not asking for an exact timeframe - just a rough estimate is fine).
If you are unable to answer these questions in your very next email to me I can only assume that your "department" does not actually have a case open for it, and thus is not actually working on the issue.
That would suggest that EA is:
1) Lying to customers by saying the issue is going to be addressed
2) Refusing to offer the services that they are obligated to provide (ie, giving people access to the games that they own).
Escalate this to your manager if you have to in order to get me the necessary answers.
I will continue to share the progress and outcome of this help request with the EA player community."
And there it is: the latest response from EA Help:
"Thanks for contacting EA Help.
My name is Mayank and I'm going to help you with your problem today.
Going forward, we will do our best to respond in time. I reviewed your email and found that you experienced issues in Plants vs Zombies.
I know this is upsetting and I really appreciate your feedback on the game. I will make sure to forward the same to our appropriate department.
As a gamer myself, I certainly understand your concern here and I really appreciate your time and money you spent on the game, but I'm sure you can understand that there's nothing we can do on our side, otherwise I'd love to do it for you. .
As much as I would love to, I won't be able to resolve this for you as this needs to be fixed at a higher level. In the meantime, if you are dissatisfied with the performance of the game, please post the same on the official forum by accessing this link below:
Trust me, the moderation team is collecting data from community and are looking into solutions if they determine enough customers have the issue and the issue is technically resolved with a patch or if a workaround is possible.
As of now for you I have made detailed case notes for this report and forwarded to the concerned department who will look into the matter further and hopefully in the next update they can make the desired changes.
We greatly appreciate your patience and understanding on this matter.
You can also find answers to common questions in our help center at http://help.ea.com or ask our community experts by visiting Answer HQ at http://answers.ea.com .
Thanks again for contacting EA Help."
Except for slotting in a different name, this is word-for-word the exact same response I received earlier - see post #61 in this same thread.
It does not respond to any specific question or acknowledge any of the things I said in my previous messages.
It is clear that nobody actually reads the emails that you send to EA - they are paid to simply send a form letter back and make you go in circles.
Do NOT let this dissuade you from sending (and re-sending) emails to their support however. If you don't report it you definitely won't get help either.
I have responded, though at this point I don't hold out much hope for an intelligent reply:
"It is abundantly clear from your canned response (this is the 2nd time I've been sent an identically-worded email from you) that you do not bother to read, comprehend or understand the content of my emails to you.
Even so, I will continue to ask the same question I have asked 3 times already in the hope that perhaps one of these emails will reach an analyst who actually has the integrity to try and help someone rather than just copy/paste a canned response:
In a previous email to me from help I was told:
"I checked this issue further and it's looks like an ongoing issue. We are receiving similar reports from other players as well and there seems to be some problem.
Good thing is that our game team is aware of the issue and is diligently working to fix it as soon as possible.
Though I know nobody likes to wait but rest assured the issue is been addressed on priority. You have been a valued player of EA and I assure you that team won't take long to fix this."
My questions were:
- Can you advise which department you have forwarded my error report to?
- Can I please have the ticket/job number that has been assigned to this error by this department?
- Can this department advise:
1. What they are doing to resolve the issue?
2. How long they estimate it will take to resolve the issue (I am not asking for an exact timeframe - just a rough estimate is fine).
(Since you have so far not been able to answer the above questions after my asking three times, I'm currently assuming that this earlier email was a lie, that the mystery "department" does not actually have a case open for it, and thus nobody is actively working on resolving this issue. You can prove me wrong by answering my questions.)
In the interim, I will continue to share my experiences with the EA community."
Thank you so much for tracking your correspondence here. If nothing else, this thread helps other frustrated people see that they aren't alone.
I don't know how EA gets away with this. Go to the BBB, add your complaint in with the many others. I don't know if I can send the link to my fb post on here, but I will try. You could share that and add your experience as well. I don't know what else there is for us to do except for these 3 avenues.
If it will go through, here is my fb post. Feel free to add your own experience in the comments and share.
i just gave up and pirated the game
its obvious they dont give a * at all and wont do anything to fix it so might as well pirate it
i resolved my problems...
i had the game in my native language (Italian) i unistalled the game and reinstalled it in English got the game working.
EA assistance is a big M. they are useless
@ExLo05 wrote:i resolved my problems...
i had the game in my native language (Italian) i unistalled the game and reinstalled it in English got the game working.
EA assistance is a big M. they are useless
I'm glad you got yours working! We tried Uninstalling and re-installing a couple different times, and that didn't work for us.
Hello, in my case I also got it working switching the language, I changed it to English, I used to have the EA App in Spanish, so I think that it is really not important which language you switch it to.
i don't know what language you can undestand/ want to try.
i just switched mine from ITALIAN my native to english and the game worked again
i'm sorry for your "double shopping" on this game...
you are a true fan... i was just bored one day and wanted to play it again... found this error and fixed after 3 month of useless assistance...
sad that they don't work on this solution...
I never install these apps and my games in my language, always in English, and got the same brick wall...
@darkmil79 Hello, I know it sounds strange, but by changing the EA app to any other language the game works, you can change it from English to your language.
I hope that helps.
sadly for me it didnt work
exactly what i said XD
this game is so cursed and assistance is such a bunch of clown
In case anyone is interested. I had that same issue and did what ExLo05 suggests here:
I had the app's language set to Spanish. I switched it to English. I reinstalled the game (plants vs zombies) and it finally worked well
