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RRSabrina's avatar
RRSabrina
New Veteran
12 days ago
Solved

I bought the new kits, not the bundle.

Hello! So I bought the two new kits, but didn't recieve the extra items, because I needed to buy the bundle? I feel so stupid.. Do I have to buy the bundle in order to get the extra items now? 
ea app
kits
missing content
  • EA_mplsnow's avatar
    EA_mplsnow
    5 days ago

    Hey RRSabrina​, eveeni​, Serabee​, Ayato_O666​, and Syxarp​ 

    Totally happens to the best of us, but I'm sorry to hear about the confusion this has caused. 

    Just to clarify, you'll need to buy the bundle to receive the extra items, as they aren't granted when purchasing the two kits separately. In this case, the best way forward would be to contact live support and request a refund for both kits due to purchasing the incorrect edition, then purchase the bundle afterward. 

    Let us know how it goes, thanks! 

EA_Darko's avatar
EA_Darko
Icon for Community Manager rankCommunity Manager
2 days ago

Hey Boya1901​, sorry to hear that you are having an issue getting support.

When it comes to purchases like this where you would like to refund and rebuy, then the best thing to do is take a look at this help article on refunds

It has all the info around what you can and cannot refund and the process on how to request one. With DLC like this the rules for a refund can be a little different so you may need to speak with our team if your refund request through the link I shared is declined.

You can make a refund request:

  • within 24 hours after you first launch the game
  • within 14 days from the day you bought it, if you haven’t launched the game
  • any time before the release date if you pre-ordered the game and haven't launched it yet.

If you buy 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.

 

If you have already done this and it was declined so you opted to speak with our support then the best thing you can do is wait for the agent to reply.

Let me know how you get on.

Darko

Boya1901's avatar
Boya1901
Seasoned Newcomer
1 day ago

Thanks Darko for your reply.

I went into the link you shared, it is a refund tool. I cannot find the Bridgerton kits in there and I understand it is because kits are additional content of the base game so it is not refundable in a self-served way.

I have a case number 956425987, and this  case was created through a bot chat. I’m a bit worried now because no one reaches out through email after almost 72 hours.

I understand there is another way to file a case, but I failed to click the submit button in that page.

Not sure if anyone else encounters similar situation like this. I really wish EA can bring back the DLCs into the refund tool so customer can just do it themselves.

I have always been using ea play to purchase and launch sims4. It’s really disappointing that ea play can leave that “cannot submit case” button unfixed; and provide customer service without SLA…

 

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    1 day ago

    If you have a case open with the team Boya1901​ then it is worth waiting for their reply.

    It can take a little longer than we would like during busy periods.

    Darko

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