The Incompetence of EA Advisors (Another bad experience)

Hey @SimmerGeorge 

Thanks for posting about this issue and providing some steps you've tried, Taking a look at your issue it seems you are having low FSP while playing Sims 4. Wanted to confirm if this is correct, if not can you provide further information on what happens when you try to play? 

Regards, 

@EA_Illium 

This is the link to a thread I've had for several weeks now, where someone from the foums who doesn't work for EA is taking time to help me and understand my issue: https://answers.ea.com/t5/Technical-Issues-PC/EA-please-tell-us-the-requirements-for-Ultra-Settings-with/m-p/9746816#M196292

I have several links and useful files attached to that thread that will help you get an overview of the issue, my system specs etc. So far, we think the low fps problem is caused by CPU and GPU usage I get when playing the Sims 4 compared to other games (again logs that show that are also provided in the thread). The low fps I am getting happens when I rotate the camera or zoom out, it goes from 70 to 40,30 and sometimes even 26, many times I am zoomed in but if it's a busy community lots with a moderate amount of objects it still goes down to the 30s-40s regardless. I play on ultra settings in 1080p. 

This other user who has been helping me is making great suggestions but we still haven't had luck solving the issue. If his last suggestion doesn't work (which I am trying right now) I would apprieciate help from someone who works for EA and might know the game better. It's honestly a shame that every time I tried to contact your advisors I was left with suggestions that either seemed to be read down a list or just incompetent suggestions like the safe mode one which I still can't believe happened.  

@EA_Illium I would still apprieciate a second opinion if you don't mind participating in the thread I linked. 

Hey @SimmerGeorge

Catching up on the thread you linked puzzlezaddict is one of our HEROS, they are an expert with Sims and so far it seems the troubleshooting there going through is to figure out why certain things aren't performing how they should be. I don't have anything additional to add with what they are going through I can continue to follow that thread and I can share this information with my team. If I have something new to update I will do so there. 

For visibility going to close this thread since everything is happening over there. 

Regards, 

@EA_Illium I'm sorry if this comes off as rude but your reply was marked as a solution which to be fair it is not. I originally made this thread to report on my bad experience with EA Support. That was the original issue and I didn't really see it adressed in your reply. 

It's not just that I didn't get my problem solved by Support and I'm whining about it, the issue is people who work as "advisors" for you are out there telling customers to launch video games in safe mode to deal with performance issues. That is not a thing, you shouldn't open so demanding applications like video games in safe mode which barely runs enough drivers to keep the PC on. It's the most counter-productive advice, since it's not meant to work this way and it can fully crash your PC. And at this point I'm not even asking for a solution to my problem. I am only asking for you to stop relying on scripts, lists and destructive advice when dealing with customer's techical issues and try to suggest thing directly correlated to the customer's individual problem.  

The only proper support one can get for the products sold by your company is by people who don't even work for you, and the people who do work for you are clearly unable to fulfill that job. I wish I didn't have to be so rude but hey people pay tons of money on your products and it's only normal to expect proper technical support. 

Hey @Mregrass89 please do not bump older threads such as this as doing so is considered spam.

Darko