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Samfent17's avatar
Samfent17
Seasoned Newcomer
2 months ago

I need customer service!!

I recently purchased For rent expansion pack and to be honestly it has completely ruined my sims 4 . Not only does it crash . It freezes . I can't build anything . My sims have no heads .. it's a mess . I contacted the live chat as I only purchased a few days ago and it took me days to find customer support . And the agent says I'm not eligible because I booted up the game ... Of course I booted up the game after purchase .. how else would I of known it was broken unless I tried to (attempt ) to play it . All I wanted was a refund to  try and get a different pack but I was told no ... I feel cheated to be honest.. I told him I wanted a refund to purchase and try a different pack and still it was a fat no . Someone please help from ea I'm extremely upset and frustrated 

crashing
ea app
expansion packs

4 Replies

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Hey there Samfent17​ 

    Sorry to see you're running into so many issues with your DLC! For DLC purchases, those are only eligible for refunds if you purchased as a bundle- DLC purchased separately is typically not eligible for a refund. You can read over the refund eligibility details in the help article here for more details on this. 

    However, we can definitely troubleshoot these issues with you and try to get everything working properly. Could you provide a bit more detail on what happens when you try to build something?

    For the crashing and freezing you're seeing, please run a DxDiag and attach that to your post so we can look into this further with you. 

  • Samfent17's avatar
    Samfent17
    Seasoned Newcomer
    2 months ago

    Key word (typically) .. I have done everything already to try and fix . I just want a refund to purchase a different pack for my sims . I have made it very clear that I spent about 70 something dollars and it's not working .. I want a refund . 

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Samfent17​ 

    Refunds can't be processed over the forums as we don't have access to your account or billing details, if you'd like to have live support double-check your eligibility, you can reach back out there to take another look with you. 

  • Samfent17's avatar
    Samfent17
    Seasoned Newcomer
    2 months ago

    Live chat told me no . I purchased the pack on the 6th then booted the game trying to play and it's broken .the guy said I can't get a refund cause I tried to play the game after purchase ...I've worked customer service my whole life and know when a refund is needed and should be allowed 

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