Missing pre-order bonus for a few packs

EA_Solaire​ 

     I, too, am missing the bonus content from Businesses & Hobbies.  I purchased the game on 4/18/25 based on the information at the end of the official gameplay trailers which indicates that if the game is purchased by 4/18/25, the content could be had.  I have an open ticket with EA Help that I would like somebody to review.  It is 208860825. The last correspondence with them today after requesting twice that since they were saying they couldn't help me, that I be provided with a name and contact info for someone I could speak to, or email, that could review the correspondence and be of assistance.  The response after twice respectfully requesting that info is that their systems are down and they can't help, to reach out later.  That was the third time I was told there was a systems problem over the last three days of seeking help and providing requested information multiple times.  In other words, it feels like a convenient excuse when they don't want to deal with a topic, although I won't say that's a fact.  I'm not there so I could be wrong. I do try to give the benefit of the doubt to people.

I have been away from the game and community for well over a year due to medical issues and my only source of info for the pack was from X.  The response to this pack was positive, so I watched the trailers late last week and noted the pack had to be purchased by 4/18/25.  It doesn't say buy before 4/18/25, it says buy by 4/18/25, which I did. Could you, or whoever would be responsible for helping, please review the ticket and let me know if this issue can be resolved.  You were kind enough to help me a couple of years ago in understanding why my game edition was showing the way it was in the EA App when I couldn't get an explanation from my help ticket.  I hope you can help again or get the ticket number to the right party for review.  If you have additional questions for me and would prefer not to clutter this thread, please feel free to email me.

Thank you for your time.

18/04 before the cut-off time

eva74​ 

You would have needed to purchase before the 18th to receive the content, so it does sound like you missed the cutoff time.

Please see the article here for more details on the preorder content. 

EA_Solaire​ 

Forgive me, I am not eva74 but I think this might also have been directed to my comment.  The issue I have with the response is that I didn't read any blogs, nor watch any videos other than the gameplay trailers late last week.  It's the wording in the trailers that threw me off.  I would suggest that trailers indicate "buy before" rather than "buy by" for clarity.  Obviously, not everyone has article information available to them under certain circumstances like mine prior to a pack release and rely solely on the information in the trailer.

I would still like to see someone review the ticket number I show in my prior post.  I think it illustrates why so many become frustrated with the EA Help experience and perhaps something can be gleaned by a review to improve things.

That's incorrect, when it says "available until April 18th", it includes that day until midnight.

eva74​ 

It appears to me there was conflicting information from EA on this bonus content.  The link from EA_Solaire​ highlighting "buy before" date of 4/18/25 wasn't something I had read before purchase.  So now we have trailers saying "buy by" and what you found indicating "available until" and explanation of what that means.  I don't know where you found your data since I hadn't seen anything other than two game trailers prior to my purchase, both of which say "buy by", which to me should have included the day of 4/18/25.

I was also reviewing some of the email correspondence from EA Help last night and one message asks me what time I bought the EP on 4/18/25, that my purchase was probably after the content was taken down.  That implies to me that it was up on 4/18/25, at least for a period of time.  

dolldrms1​ 

The link shared by EA_Solaire​ refers to a news article about the pack.

Here's the link to the page where the pack can be purchased, with the info about the bonus content being available if purchased until the 18th of April. It does not state anywhere that the purchase has to be completed by a certain time of the day, the assumption should be that it's by end-of-day in each time zone.

https://www.ea.com/games/the-sims/the-sims-4/buy/addon/the-sims-4-businesses-and-hobbies-expansion-pack

I've been playing Sims since day 1 and bought every single expansion pack out there. I had just one similar issue in the past and it was resolved immediately. I was told this needs to be investigated and to "keep an eye on the forum" . My case summary says "No Fix Available"🤷‍♀️  

eva74​ 

Thank you for the link.  I had not seen a store page either since I relied on the trailer buy by date and made the purchase via the EA App.

Your reply did prompt me to look at my case online.  Mine says waiting on player, which made me just shake my head.  I've had to deal with at least seven different people and been told three times their systems were down, to reach out later.  I did write again just now so it doesn't appear I just dropped from a help request.  It will be interesting to see if I get a response similar to yours about needing investigation.  Telling you to "keep an eye on the forum" seems like a very strange thing to say. 

Hey dolldrms1​ , have you had any luck with this?

Amongst numerous exchanges with various advisors, I was told that the content had been added to my game, indeed I saw a notification, but when I checked the list of add-ons, it was just a kit for business attire, I had no interest in, still, it proves that they have the ability to add a missing code to a player's account. I was being honest and didn't claim/download the kit into my game, waiting for the actual bonus content to be added instead. Then, some time after another chat with an advisor, that code was removed from my account, without any warning or notification, they just took it back, which they wouldn't be able to if I downloaded it. And still no resolution to the issue, they are trying to push the "you bought the game too late" thing but that's not what was advertised.

I am extremely disappointed with the EA, after years of loyal custom and ££££ invested, this is beyond silly bickering over three items and it took the joy out of playing for me.

I was told to watch the forums for a possible solution, EA_Solaire​ have you got any more input on this?