Update: my next email to EA customer service:
Dear Praktar,
Again I feel this is a misunderstanding.
I'm not asking about any particular details of your investigation. For the purpose of better managing my team I'm trying to get information when my member will be brought back to the regular server. Also please consider two options according to your procedures.
Option 1: he sustains his claims for compensation; option 2: he drops his claims about simcash, items and premium mayor pass he lost in the process.
In other words how much longer will your investigation take and how much shorter will it be if my member drops his requests for compensation.
Your kind answer would let us make an informed decision about our further steps.
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Now imagine: my member, (ok this is ridiculous to call someone like this, so lets's call him Jimmy)(though his name is not Jimmy), so Jimmy, who was waiting for 40 days for any answer from customers service suddenly got one the next day:
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Hey Mayor,
Thank you for your patience and sorry for the delay in response.
I would like to inform you that we have get this account checked with our team and they have confirmed that you have modified the city, so this cannot be moved back to the normal server.
I would suggest to uninstall and reinstall the new game, ensure that you install a version from a legitimate source and start over using a brand-new social connection.
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So, only after 40 days we've got a slight progress. I'd dare to claim any progress was made only because I hit the jackpot with my questions.
We're not talking anymore about breaking the TOS, but about mysterious modification of the city. I wonder what city modification can bring you to cheat server? More twisting roads in limestone valley? Storage upgrade? We'll definitely ask.
Progress? How naive your customers are, EA.
But let's not get ahead of ourselves.
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Dear Prakhar,
Thank you for your prompt reply.
Fortunately we reached some progress since you stopped accusing my member of breaking the paragraph 6 of the TOS. In this view the options I mentioned are not an issue anymore.
Now we are at the point where your experts claim that they're unable to bring the town back to regular server. I deeply believe that this is only a matter of good will and setting priorities.
My priority is the wellbeing of my members. So I urge you to take all measures to swiftly overcome the technical issues in this area.
Regards
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But Jimmy got the response like this:
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Hey mayor,
thank you for taking the time to send in your feedback regarding this but this have been confirmed that the city was modified and unfortunately once a city is modified cannot be corrected.
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At this point Jimmy and I had a conversation. I told him: look, they want you to pledge you would not claim compensation. This is what worked previous time. But Jimmy said no.
I admire and respect his attitude but it led us to further spinning in vicious circle of zendesk.
Update:
And I've got another empty answer.
Hi there,
I really appreciate you taking the time to share your thoughts with us.
The player is question will be contacted back from the representative assigned to him. Please be assured, your club member will be assisted with relevant information regarding this case.
Since the case is handled over a different help ticket, I am afraid to inform but it is not possible for me to interfere or come to any conclusions.
I will now tentatively mark this case as resolved, however, if there is anything else you require assistance with, please contact us again and we would be glad to help you further with it.
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Dear Prakhar,
I do not agree that this case is resolved.
If it's true what I've learned from social media, that you have limited control over your scanner and that you avoid to the utmost extend possible taking responsibility for your mistakes, tomorrow it may happen to me and our club is dead. So it is my case too.
When you suspended my member you wrote to him that he "may have broken" paragraph 6 of the TOS.
So basically we have consensus that you punish people not being sure they did anything wrong.
Now you wrote that "he have modified the city, so this cannot be moved back to the normal server".
My question is how? How one can modify his city, being on cheat server that you can't bring him back?
Our club is a non war club focused on the contest of mayors. If my member was a cheat, I'd perfectly see it comparing his scores to the highest scores you accept.
I attach last screens of January 2022 with the top scores in the club, including him, xxxxx. His scores are not impressive.
Please bring him back. He's innocent, I know it and you know it. It's a human living in isolation who's only social relation was this game. It's not another case to be ticked out as resolved. I will not let him be harmed by your soulless procedures and I will not stop alerting social media about this case until it's really resolved.
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This was my last attempt to talk with a bot.
But didn't I say we're 70ish in 3 clubs and we love Jimmy?
The exact thing has happened to me. Although it’s only been a week for me. I’ve gotten all the same responses about I may have broken a rule, experts are investigating and delete and start over.
Follow up emails are non existent.
After reading all your posts I now know there is no hope of getting this issue resolved.
Thank you for your reporting and I hope your friend “Jimmy” was returned to his club.
It’s a shame this goes on but unfortunately for me I will have to call it quits. I have no desire to go through what you and Jimmy have gone through with all these non answer emails responses by EA customer support.
Community ManagerCommunity Manager
