SimCity 4 - Live Chat Refused Escalation for Physical Code (Case #254721179)

Hello,

I am posting here to request a manual review of my situation by an EA Community Manager. I was trying to relive some nostalgia last night and decided to install my legally purchased physical copy of SimCity 4 Deluxe Edition and found out that Windows 11 permanently blocks the legacy SafeDisc DRM driver, making the physical discs entirely unplayable on modern operating systems.

I contacted Live Support under Case #254721179 to see if there was anything they could do, such as a manual entitlement grant for the digital version so I can access the game I legally paid for. I explicitly stated that I have the original box, discs, and manual/serial key right in front of me and would be ready to provide a photographic proof of ownership.

The advisor, Pawan P, stated that EA has "no defined process or mechanism to convert physical disc licenses to digital copies." When I formally requested that this ticket be routed to a Tier 2 Account Specialist or a Floor Supervisor due to this policy deadlock, the advisor refused to transfer the file, stating: "We're the highest authority available here on the live chat and all of us are trained in the same manner."

Rather than handling the escalation or transferring the session, the advisor copy/pasted a generic closing script and forcibly disconnected the live chat session while I was actively typing, severely violating customer service standards and performance metrics.

I know from extensive community precedent that EA Community Managers routinely resolve this exact DRM roadblock by issuing a digital entitlement as a gesture of customer goodwill. I can provide photo proof of ownership. Can a senior community team member please look into this case file and help out?

Thank you,
Adrian