Forum Discussion

Seasoned Ace

9 years ago

Solved

Origin Great Game Guarantee: Not Eligible

After avoiding much hype regarding any of the Sims 4 Expansion/Stuff/Game Pack DLCs, I noted there was a 17 Year Anniversary Sale on Origin and decided "Why not? After 17 years, they must have nailed it". I purchased The Sims™ 4 City Living with a whopping 50% reduction. Good, good, eh?

Shortly after purchase, I was promptly sent an email receipt for the game. Upon further inspection of the receipt I noted an highlighted piece of information:

----------------------------------------------------

The Sims™ 4 City Living £

Origin Great Game Guarantee: Not Eligible

We hope you enjoy your new The Sims™ 4 content! To download, launch Origin and go to the "My Games" section. Right-click The Sims™ 4 game tile and select "View Game Details." From the details page you can download and install your new content. Re-launch The Sims™ 4 to access it in-game.

---------------------------------------------------

Note this part: Origin Great Game Guarantee: Not Eligible.

Umm, that’s a very strange statement for EA to admit The Sims™ 4 City Living, is not eligible, by their standards, as being a great game!

Not a great start, but hey, EA might think their game is trash, but each to their own, right?

So I fired the game up, and checked out the new goodies with the blinged out new neighbourhood.

Needless to say, things did not go to plan, the game crashed within 40 minutes. Ok, fine, no problem, its just one of those "glitches" that happen.

Try again and lets play a group visit. I played two group outings and on EVERY SINGLE occasion there were those glitches again.

First the group, went to a pool/bar place and, for some strange reason, the simmies were sabotaging all the toilet items. Oh what fun! But anyway, my sim took a shower and upon exiting the shower, just stood there, doing nothing, for hours, on ultra quick time. Eventually, after god knows how long, the game acknowledged that I also am patiently waiting, and now I can take back control. Alright then, next change your clothes to something fancy. Nope, she takes a few a steps, and again, nothing happens for an eternity. Hmm, this time Im utterly peeved off and restart the game.

Game fired up again, next the group, visit a beautiful castle ruin, with, well not much to do, except pow wow round an open fire. Ok lets do this gang! Light fire and lets dance! Yay! Oh snap, gosh darn you know what Im going to say. Yeah, lots of simmies flaying their little arms and my simmie, just standing there, doing zero, zilch, nada, naught. Now, my sim isn’t anti social, Im pretty sure she wants to be involved and join in this merry dance, but nope, the game wont let her!

Well, by that point, after "playing" for 2 hours, Im more than peeved off. You would have thought after 17 years worth of The Sims experience, EA would now know how to code a half decent game. But then again, even the email receipt notes; Origin Great Game Guarantee: Not Eligible Irony much?

I apologise for this long winded post, but Im actually quite angry and would like a refund.

EA boast of 17 years of the sims. Its absolutely ridiculous that in 2017 I have experienced within a two hour period, the same bugs and glitches that have existed previously.

Seventeen years to get it right, to fine tune and perfect our beloved Sims game. . But no, EA KEEPS CHURNING OUT more and more and more DLC, without fixing the reoccurring problems.

Take heed of EA‘s Warning! Origin Great Game Guarantee: Not Eligible

TLDR;

How do I refund The Sims™ 4 City Living game?

gameplay issue

crinrict
9 years ago
DLC is generally not eligible for the guarantee.

As EP/SP/GP are now considered DLC, they fall into that category

Contact a game advisor for a refund

Game advisors can be found through live chat or call-back

https://help.ea.com/en/contact-us/

Click on the orange NEXT button

Select a platform

Click on the orange NEXT button

Select a topic and describe your problem in a few words

Click on the orange NEXT button

Click Chat Now to chat with a Game Advisor or leave your phone number for a call-back

In Details here: How to contact a Game Advisor using the new EA Help page

5 Replies

crinrict
Hero+
9 years ago
DLC is generally not eligible for the guarantee.

As EP/SP/GP are now considered DLC, they fall into that category

Contact a game advisor for a refund

Game advisors can be found through live chat or call-back

https://help.ea.com/en/contact-us/

Click on the orange NEXT button

Select a platform

Click on the orange NEXT button

Select a topic and describe your problem in a few words

Click on the orange NEXT button

Click Chat Now to chat with a Game Advisor or leave your phone number for a call-back

In Details here: How to contact a Game Advisor using the new EA Help page
Eeekey
Seasoned Ace
9 years ago
OMGZ! I now understand why there is so much DLC on the Origin store compared to actual complete games.

DLC is non refundable!

Request a refund

Not happy with your game? Just request a refund through this form. The Great Game Guarantee allows you to return EA full game downloads (PC or Mac) and participating third party titles purchased on Origin for a full refund.

Refund requests can be made within 24 hours after you first launch the game, within seven days from your date of purchase, or within seven days from the game's release date if you pre-ordered, whichever comes first. And if you purchase a new EA game within the first 30 days of its release date and can't play it due to technical reasons within EA's control, you can request a refund within 72 hours after you first launch the game instead of 24.

You don't have any games that qualify for a refund right now.

Downloadable content (DLC) and third-party games (with the exception of those listed above) purchased on Origin are not eligible for the Great Game Guarantee. This is a guarantee for full game (or "base game") downloads published by EA, including full game pre-orders and most full games on promotional discount.

Please see the Great Game Guarantee Policy for full details.

Keep Rolling Rolling Rolling Rawhide!

Touché EA Touché

@crinrict Yeah, I found out and now understand why there is so much DLC on Origin. Its non refundable.

Seems you have to jump thru hoops in order to refund. Its pure garbage to find that within two hours gameplay , there still exists the glitches that plagued previous Sims games.

Many Thanks Crin!
crinrict
Hero+
9 years ago
There's been people that have gotten refunds through support. Just contact them and explain why you are not happy.
Eeekey
Seasoned Ace
9 years ago
@crinrict I will certainly try getting a refund thru support and pay no attention to EA's boasting of the "Origin Great Game Guarantee"

There is never a Guarantee that EA develops a Great Game, its mainly non refundable DLC.

Cheers
lovelyliviamay
7 years ago
I wish I had researched more and had found your experience sooner. I too have experienced this same issue. I saw there was a sale going on and decided to purchase an expansion pack, but did not see anywhere during the time of my purchase that the items in my cart were subject to this exception. I was dissatisfied after download and contacted support an hour after purchase twice asking for a refund and was denied. I asked the reason this is, I even pointed out that in their Great Game Guarantee that it states Game Packs including extra content are able to be refunded but only when the content is returned together. I was not told that because of the content being DLC was the reason but the fact that I should look at what they do refund: Full Games. After almost three hours writing to support, looking through all their return policies and terms of sales, as well as scanning the checkout again to see if their is anything written for consumers to tell before purchase that they will not refunded for certain content, I found nothing that I could've caught beforehand to know that my purchase would be denied a refund. Once again, a company makes you feel secure with their refund policy only to throw stipulations for it in your face when you go inquiring. I would have no issue of this policy that they seem to have if they would actually advertise the expansions, and extra content stating they are not part of their Great Game Guarantee. This is actually something that should be stated more obviously for consumers to be sure they know the purchase is final in every possible way.
Not only have I wasted so much time trying to return my pack, but when I finally accept the fact there's nothing to be done and go to play Sims 4 with my new content it also starts glitching as your content has. My sims froze in a restuarant and did nothing for hours. I tried switching sims, I tried pause and play, fast forward, ect. They were stuck frozen for no reason and eventually after playing with the fast forward for a while, they finally got unstuck. There is other glitches as well, such as my sims appearing outside the house and then suddenly on the toliet. I don't mind this so much, or even their XP bar hanging above their head when they're sleeping or just walking around randomly... but for me to completely lose capability to do anything with my sims for hours in game time is a bit frustrating.