Re: [Fixed] Removed From Club After Claiming Mayor Pass Prizes

@pennuto72  I struggle with the same question myself...I would assume being in the entertainment business customer service would be a most critical element to success. After being named in back to back years as the worst company in America by Forbes they took appropriate steps to change course and have corrected many of their issues, but it doesn’t appear customer support was one of them. Farming out a critical element of your business is not always a good solution especially if you do not monitor it very closely.

Simply from a business perspective, when the world knows you’ve messed up your best course of action is to own it. Apologize as soon as you’re aware, layout a perspective time line for correcting the issue, provide regular updates on the progress and implement the corrections quickly and correctly with a high sense of urgency. Once corrected, come back and apologize again and extend true regret for your customers inconvenience and offer a small token such as 10 simcash to compensate. Unfortunately that’s not the way they do business...at least not yet.

So what is the solution because we have the same thing here with my president, when she finished her mayor pass she kick out the team. 

what is the solution to correct this issue???

I’ve opened two tickets, got answers to one of them. But nothing specific. Just ordinary automatic reply. I find it very poor and frustrating.   

Simcitybuildit 

@roccodonovan8Yeah, good idea! This is ridiculous , the ban is still going on. More and more people getting sent to NI

Hi all. 

We appreciate the reports on this. I'm working on gathering up some information to send up to the SimCity BuildIt team so they can take a look. When you have a chance can you send me the following details in a private message? 

- Your SimCity BuildIt Player ID (for more info on how to find this check out the article on the EA Help site)

- The type of device you're playing on

- An approximate date and time that you noticed this had happened

[CM - Marking this post as solved for visibility]

Thanks!

/Kent

Sent. Hope to hear back from anybody? This is frustrating 

@EA_Kent 

Please, please, PLEASE, see that these issues are resolved. They are not new. I just returned to playing in November 2019 after 10 months of not playing under protest. I love the game, and it's something my 75 year-old mother and I are able to do together. We had both been playing SimCity since the 1990's then, when the mobile game SimCity BuildIt was launched, we began playing here. We have invested literally close to 10,000 USD between us in BuildIt , (don't laugh), and over the years have experienced all of the negatives mentioned in this thread. I do not hold the belief that paying players should be treated in any way better than non-paying playing players, but I don't believe that a paying player who has an excessive amount of simcash,  (which seems to be just one of the instant "NI" triggers), should be treated as a cheater or a criminal.  Thank you for your consideration. 

@shaszappachu; @pennuto72 

Thank you for sending me those details. I'll forward them up to the team. 

If anyone else who was affected by this could also private message me the information I requested above, I would really appreciate it. 

/Kent

I agree. Everyone who has problems with Mpass should request refund. I’m so so disappointed with the game I want to quit playing. I invested so much time and spend so much money. I don’t see the point anymore. 

This all started with the Christmas update, some of us have been getting kicked weekly. I have experienced the same thing in 3 of the last 5 weeks. I thought it was over and then I got hit again when I collected the tier 42 Season 3 reward. Each time the customer service people told me that a bug/glitch was causing it to happen and that they had identified what it was. But they didn't say hat the glitch was. That's why i was hopeful in the 2 weeks that it didn't happen again. but then bam, it hit again this week and now the only responses people are getting from customer service is that we violated section 6 of the EA rules. Section 6 is for hackers and harassers - and since I've never done any of that and the people that I know in the same situation haven't done any of that, I find it just plain wrong for EA to make up ridiculous pre-made emails to send to people affected by their game glitches. I think we deserve better than that.

Yeah, or they offer you to reinstall the game and start fresh!! After i’ve been building since 2015 ! And spent all that time and money! Makes me want to stop playing . This problem handled very poor, i can’t believe this is happening really.

I have the same issue as well. Sent a PM to you EA_Kent. This is simply unacceptable and made even worse for players like myself who have spent thousands of dollars and never cheated before. Never mind the fact that I still regularly see the same cheaters who have never been banned, yet I’m  being treated as if I’m the one that has cheated.

Seriously, wtf. I would go as far to say that refunding the cost of the Mayors Pass is not enough, Many of us, including myself, spent hundreds of dollars during this past season in an attempt to finish tasks and achieve the endgame. Looks like EA pulled a Thanos snap and nuked all of us to kingdom come. 

Thank you. I’m back to normal now.