Pack Sale Bait and Switch

Product: The Sims 4
Platform:PC
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? 1.72.28.1030
What expansions, game packs, and stuff packs do you have installed? Seasons, Vampire, Get Famous, and much more
Steps: How can we find the bug ourselves? I will attach pictures.
What happens when the bug occurs? I can't purchase with shown discount.
What do you expect to see? I would like to purchase the packs with the discount as shown on my screen.
Have you installed any customization with the game, e.g. Custom Content or Mods? Never used.
Did this issue appear after a specific patch or change you made to your system? Neutral/Not Sure 

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Shivam (4/14/2021, 1:16:09 PM): Thank you for contacting EA HELP, my name is Shivam, may I start with your first name please?

ivy (4/14/2021, 1:16:13 PM): Ivy

Shivam (4/14/2021, 1:17:08 PM): Hello Ivy! Nice to meet you. How may I help you today?

ivy (4/14/2021, 1:17:19 PM): I launched Sims and noticed the sale going on at this time. However, when I try to purchase, I am receiving some error to open up the store.

ivy (4/14/2021, 1:17:34 PM): and there's price misinformation...

Shivam (4/14/2021, 1:17:55 PM): Not to worry, I get your concern here is regarding the SIMS purchase. Let me help you with that.

ivy (4/14/2021, 1:18:33 PM): For packs, it says it is 50% off on Sims4 launch. On Origin, it is 20% off.

ivy (4/14/2021, 1:19:19 PM): I have pictures I can share as well

Shivam (4/14/2021, 1:20:08 PM): No problem. May I know the exact error that are facing here?'

ivy (4/14/2021, 1:20:24 PM): Price misinformation and to purchase it at 50%

Shivam (4/14/2021, 1:21:52 PM): Are you trying to buy the pack from origin or steam?

ivy (4/14/2021, 1:22:27 PM): hm i guess it does not matter because I have done both before
ivy (4/14/2021, 1:23:35 PM): I understand Steam and Origin prices are different.. but when I launch Sims 4, the price on there is different as well
ivy (4/14/2021, 1:23:45 PM): which also happens to be the cheapest

Shivam (4/14/2021, 1:24:15 PM): Alright, please try using the purchase using the website here "https://www.origin.com/ind/en-us/store".

ivy (4/14/2021, 1:24:46 PM): Yes, but it does not honor the discounted price stated on Sims 4

Shivam (4/14/2021, 1:26:26 PM): You mean through the website?

ivy (4/14/2021, 1:26:36 PM): yes
ivy (4/14/2021, 1:28:37 PM): is there a way i can share my screen or send a picture to show you this error

Shivam (4/14/2021, 1:31:42 PM): No worries, I get your point here let me explain the issue is due to sync sometimes even when the offer is expired it flashes on the app, however the information in the website is up to date, if it seems there is no discount at this moment on the website, then that it is already outdated.

ivy (4/14/2021, 1:32:38 PM): Thank you and I understand. However, why is this an issue?
ivy (4/14/2021, 1:32:46 PM): Why is this outdated and NOT updated?
ivy (4/14/2021, 1:33:04 PM): This really misinforms customers

Shivam (4/14/2021, 1:35:25 PM): Ya, I get your concern, you see the app needs to be updated time to time, but the website is already sync'd as you open it each time. So until it auto updates or updated manually some of its contents remain outdated for some while.

ivy (4/14/2021, 1:35:57 PM): Thank you. And what can EA offer for this inconvenience?

Shivam (4/14/2021, 1:38:35 PM): I am sorry any grants are only offered during a promotional event, if it was from my end to grant, I would without a thought.
Shivam (4/14/2021, 1:38:56 PM): Anything else from me here at this moment?

ivy (4/14/2021, 1:39:11 PM): What advise could you give regarding my situation?
ivy (4/14/2021, 1:39:31 PM): I understand any grants cannot be made from your end. What steps could I take from here?

Shivam (4/14/2021, 1:41:22 PM): I can just suggest you to stay updated through the website regarding any promotional events.

ivy (4/14/2021, 1:42:06 PM): Thank you. What is the contact information for EA so that I can email this situation?
ivy (4/14/2021, 1:44:25 PM): An email address, please.

Shivam (4/14/2021, 1:44:46 PM): Please use this link to do so : https://help.ea.com/uk/search/?category=report-a-bug

ivy (4/14/2021, 1:46:33 PM): To do what exactly?
ivy (4/14/2021, 1:46:40 PM): Is there an email address?

Shivam (4/14/2021, 1:49:21 PM): You can report the bug here. I am sorry there is no email address in particular for the same.

ivy (4/14/2021, 1:49:40 PM): Ok, thank you.

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Above is my chat record with an agent.

As you can see, my problem is the price misinformation or a bug that needs to be updated.

Thank you.

@DianaaPrince  I'm seeing the stuff packs in Origin priced at $8, not $5, and at $7.50 in Steam.  (Expansion packs are 50% off in both.)  So it's possible the game is loading stale data.  Try clearing Origin's cache:

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

If you still see 50% off for the stuff packs, please take a screenshot and post it in a reply here.

I followed the instructions to clear the cache, but still shows that Stuff Packs should be 50% off.

https://gyazo.com/0e088d893302d1ca60781ff6d40362fd

https://gyazo.com/01da718e75a564f2dd410c54b2d73075

https://gyazo.com/ae64011aef1d6f023c549a6d2a0fecb6

Very Sus!!!!

@EA_Leeloo 

As far as different platforms, all I can say is that I was gifted the Sims 4 game through Steam.  When I click on The Sims 4 icon on my desktop to start the game I am logging into both Origin and Steam.  The client that opens is where I am seeing the packs being 50% off as shown in my screenshots.  I do not ever specifically go to EA's website or Origin's.

Clearing the Origin cache files did not correct the issue.  So there seems to be several "layers" that you have to deal with to play Sims4.  EA, Origin, Steam...EA is advertising packs at 50% off, but Origin and Steam are not honoring the 50% off.

This is a joke!  If I want to buy a pack on sale, I have no way of knowing when it is on sale unless I go to the Origin website everyday and check.  Which I will never do...so I guess no one really cares about doing business with me.  Time to find a new game?

@ivyb1031 

Thanks for this!  This is what I feared.

So when I play the game, EA is advertising to me that packs are on sale.  This is the only place where I would see sales advertised.  So I get excited about sale, go to purchase and then find out that EA is wrong and Origin/Steam aren't honoring the sale price advertised by EA.

Bait and Switch!

And ofc it's not their fault, so no honoring the advertised prices.

Yes! I knew someone else had to be going through the same thing as me. I haven't played sims in a few weeks and just like you, I was really excited to see the sale, and when you click it, the price advertised was not being honored. 

Thanks for posting pictures, because I could not as files were too large :/

Hi @DianaaPrince @ivyb1031,

Thanks for getting back on this. Yes, that is definitely frustrating and overall not working as intended so let's see if we can get to the bottom of this. 

May I ask you to share your region so that we can look into that side of things, too?  

North America.

USA.

Southwest.

I was not sure how specific.

Hey there!

Thank you all for providing the info - we got to the bottom of this issue. 🙂

It looks like there was a visual bug causing this confusion but it's not adjusted to show the correct discount of 25%. 

Apologies for the inconvenience and the frustration this has caused.

- Leeloo