Can a customer gain access to pre-order bonus items, after the offer has expired
Platform:- PC
Region:- EU-Denmark
Current Issue:- Lost my opportunity to get pre-order bonus items.
Packs in Question:- Horse Ranch Expansion.
Cause:- EA-app pre-order billing issues.
Preferred resolution:- Granted access to bonus items in question.
Explanation:- Around the 1st of December I started to realize that I have had an ongoing issue with two pre-orders not billing properly to my EA-associated credit-card, and the thing that didn't make sense to me, is that I have not had any issues with buying and installing non-preorder packs or expansions. This issue was singularly contained to pre-orders. On release day for the "For Rent Expansion" December 7th I finally submitted the case to the EA-Customer Experience Helpdesk, and through some trial and tribulations the issues seem to have been resolved for now, as of yesterday.
I actually only became aware of the underlying problem when I tried to download the expansions, since both pre-orders where registered both on the EA-app and in-game as already being in my library. It was first when I checked my Order History in the Account Manager that I could see that the pre-orders in question "For Rent, and Horse Ranch", where still flagged as processing. I had received warning notifications about the billing issues and the usual advisement to check that my account and payment info was correct and up to date both back in July and now at the start of December. But since nothing was wrong with the info in my EA-account, and since the expansions were both registered as being in my library I wrongly thought that those were false notifications since they stopped to occur after the release date for expansions in both instances.
In the subsequent trouble-shooting on my own and later with the assistance of the EA helpdesk I also tried to change the billing to a newer credit card since I in the meantime had been issued a new card by my savings-bank, but that just triggered the same set of notifications of failure to bill the pre-orders to my credit-card yet again. Nothing seemed to remedy the underlying issue that the pre-orders simply would not bill my credit card correctly. Since the only way to resolve this situation apparently, was to first cancel the original pre-orders that would not process properly and then subsequently repurchase them, I had naturally lost the opportunity to get the pre-order bonus items for the "Horse Ranch Expansion". When I then asked if this was something the Helpdesk could assist me with, I was referred to forward my question for a possible resolvement here on that matter.
If there is need to document this with the case-number, helpdesk mail-correspondence, or screen-shots for documentation this can all be provided readily.
With Kind Regards
Jesper Pedersen
