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Samnthea's avatar
Samnthea
2 years ago

Re: [Current Issue] Sims 3 Store world can't register/install

Hello, I am yet another person who bought both Roaring Heights and Dragon Valley Gold editions from the EA app, code was stated as already redeemed on the sims 3 store. I contacted EA support asking for a refund, they told me to contact back in 24 hours after 3 different conversations, resulting in them telling me that they would not give me a refund as it had been over 90 days since purchase. When I had originally contacted right after purchase via email, and I was promptly shuffled around to 5 different people that would not respond to my emails (my mistake I guess...) and was told to wait a sufficient amount of time for the purchase to "process". The latest person told me that my account had redeemed the codes, when clearly this is not the case as they are absent from my purchase history and my Sims 3 profile does not have them as registered. Clearly this is an extensive IT issue EA is having with these specific worlds: RH, DV, world bundle, etc. Ugh, do I dare go through support again to at least get the simpoint bonus...?

2 Replies

  • EA_Cath's avatar
    EA_Cath
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hey @Samnthea , sorry to see you're having trouble getting a refund. 

    I do think it could be worth trying out the Help support again. I get that on their end, they see a purchase that is more than 90 days old so they can't issue a refund, but if you had contacted support within those 90 days before that for a refund and was told to wait, then they might do an exception for you. The advisors work on one case and it's possible they haven't checked your previous cases (maybe the one before, but maybe not the ones that are a couple of weeks old).

    You should be able to find your case numbers in your case history on EA Help. Write down the numbers for those cases where you contacted support within the 90 days of your purchase, so that you can give them to the next advisor who will be able to verifiy that you were asking for a refund within the 90 days period.

    Good luck, and let us know how that goes!

  • Samnthea's avatar
    Samnthea
    2 years ago

    Hi Cath! Thank you for your suggestion. I tried this again and the support really did want to help me and make an exception, but it appears to be logistically impossible for them to do past the 90 days on their end. Regardless, a lesson learned for me I guess. :P

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