You are now ready to chat with Imran.
you:
Hello
Imran:
Thanks for contacting EA Help! My name is Imran how may I help you?
Imran:
Hello
you:
As I'm sure you already know people are having problems with Seasons
Imran:
May I know what problem are you facing with Seasons?
you:
Sure
you:
Order Number: 1575******* Order Date: October 7, 2012
you:
I pre-ordered it, and I am still unable to download it from Origin
Imran:
Oh I see..
Imran:
I am sorry to learn the inconvenience you had in this case, please don't worry I will do my best to solve this.
Imran:
May I have your first and last name to update in our database please?
you:
Jen******
Imran:
Thanks for the name Jennyfer, let me pull out your order, please wait.
you:
Okay
Imran:
Jen could you verify the last four digit of your visa card along with shipping address used in this order?
you:
Yes one moment
you:
********************
you:
And the last 4 digits were
you:
****
Imran:
Thanks for confirming Jen.
Imran:
Jen this order is being cancelled just because some payment issue, so here I would request you to please place a new order for this game.
you:
A new order?
you:
I am not buying the game again
Imran:
Yes
you:
Why would I pay for the game twice?
you:
I never got an email saying anything about cancelling my order.
you:
I was supposed to be able to download this game at Midnight last night
Imran:
But is showing cancelled at my end.
you:
I understand but I have already paid for it
Imran:
The charge you are seeing is not a real charge, it is a pre authorization charge, it is a virtual charge.
you:
I paid with a Visa-Debit so it came right out of my account
you:
There are forums allover the internet of people experiencing the same issue.
you:
http://answers.ea.com/t5/The-Sims-3/The-Sims-3-Seasons-and-Origin-not-able-to-download-pre-ordered/td-p/193560/page/5
you:
Also, I just tried to add Seasons to my cart in Origin and it says
you:
Server Error We're very sorry, but we're currently experiencing technical difficulties. Error: SIT_000002
Imran:
Please contact your financial institution for this transaction details.
you:
The problem is not my bank the problem is either with EA or Origin
you:
I am not the only one experiencing the exact same issue
you:
The game is showing in my Games but the reason I cannot install it is because it says "Not Yet Released"
you:
Even if I wanted to just pay for it again right now I cannot because of "Server Error We're very sorry, but we're currently experiencing technical difficulties. Error: SIT_000002"
Imran:
I understand your concern but the issue you are facing is because of payment.
you:
Then why do I have a receipt in my email and why is it showing up in my Games. Why is the error im getting is "Not Yet Released"
you:
It doesnt say payment declined
you:
Isnt the payment supposed to come out when I start downloading
Imran:
This is because of technical problem you are seeing this game and not able to download it, same was happened with Medal of Honor Warfighter where order cancelled customers were able to see the icon of the game in game library but were not able to download that.
you:
So everyone that is experiencing this exact issue their order has been accidently cancelled and nobody sent us an email or anything to inform us of this?
you:
I pre-ordered for the special items and to have it at midnight
you:
I spoke to someone last night and they didn't tell me any of this.
Imran:
Jen a order cancels on the release date of a game. Yesterday your order would be in progress.
you:
So what am I supposed to do
you:
Youre telling me even though I pre ordered on October 7 I cannot have my preorder now and I am supposed to just cancel my order and go buy a hard copy
you:
I don't want a hard copy. I want my digital download that came along with my bonus content
you:
I know this is not your fault and I'm sorry but I am getting increasingly frustrated with this awful customer service
you:
Last night the person I spoke to said nothing of this. Why is nobody posting in the forum saying this is what's going on. Everyone I have spoke to has given a different answer
Imran:
I understand your frustration Jen and really want to help you but as this order is already been cancelled there is nothing to do from my end except escalating this issue to our next level support.
you:
What is the next level?
Imran:
Next level support, they will look into this issue and the problem would be from our end then you will get this game along with the promotional items.
you:
Well I suppose I'd like to do that then
Imran:
Ok
you:
The problem with me is that nobody told me my game was not going to work
Imran:
Let me fill the information required to escalate this, please wait.
you:
Okay. I really appreciate your help
Imran:
And I really understand your frustration.
you:
Thankyou. I appreciate that too
Imran:
Jen I have successfully escalated this issue to our next level, you will be contacted by them within 7-10 business days and here is your case number:- 06455897.
Imran:
And now I am going to give you a 15% discount code that you can use to purchase a game from Origin store, kindly accept it as an apology from my side for not being able to help you right now.
you:
All I want to do is play the game that I planned to play since the 7th of October. As much as I appreciate you escalating this.... Being contacted in 7-10 business days is really not going to help me at all
you:
If i cancel it and go to Walmart to buy it I am losing the special pre-order items
you:
And I don't think thats very fair.
you:
Is it possible for you to cancel my previous order and put through a new order with the 15% discount?
Imran:
I understand it, but one thing I would like to tell you that if problem would be from our end then you will get you special pre-order items too.
you:
Would it be possible to get my pre-order right now then, and if it ends up being EA or Origin's problem, just re-imburse the money on my credit card?
you:
My priority is having the game. I can wait for the special pre-order items.
Imran:
Jen I will be more than glad to put a new order with the 15% discount but as per EA policy this discount code can't be use for newly releases games.
you:
Oh okay so the 15% cant be applied to Seasons
you:
Thats not going to do me any good lol
you:
This is the first time I have pre-ordered and the first time that I have tried Digital Download instead of hard copy
Imran:
You can use this discount code after 14 days of date of release.
you:
And thats all well and good but I would only want it for Seasons and I am not waiting 14 days for seasons.
you:
I just want the game right now and I will wait for an answer from EA or Origin for an answer about the special items and about the problem being yours or mine
you:
Is that possible
Imran:
For that I am escalating this case, 10 days is maximum time, you can be contacted before that, may be within 5 days.
you:
I am not waiting even 5 days lol
Imran:
Jen if it were possible then I would have done it yet.
you:
Okay. Well I am not sure what to do. I am not waiting. I pre-ordered the game to have it at midnight so why do I have to wait days for only an answer from someone?
