Re: I didn't get the Vibing Streamer Gear Digital Content

Hey all, 

CDKeys.com is not an authorized retailer of our products. You can see a list of supported retailers here on Help.ea.com for more information. 

If you purchased your copy of The Sims 4: High School Years from CDKeys or another online retailer not on that list we may not be able to grant you the early purchaser content. 

I'm missing "Vibing Streamer Gear" too. Buyed retail.

@StewieGeeKing

Valid for new purchases of The Sims™ 4 High School Years Expansion Pack (“Product”) from the Origin Store (origin.com) or participating retailers. Redeem code for packaged Product by September 8, 2023 to receive bonus content. Bonus content will be automatically entitled for digital Product.

They said only this.

@EA_Cade

Hey @EA_Cade,

I already told that the Polish EA Help employee I had a chat with - while this link may be somewhat useful in case of buying in a fully online store, it's absolutely not helpful for people buying at local retailers. 

North America has Walmart or Target on the list, while all that Europe has is Amazon and GameStop... What about such big retailers as, for example, Media Markt? In Poland we also have Media Expert, RTV EURO AGD, Komputronik, x-kom... not to mention other European countries. Are we supposed to trust none?

I asked EA Help to verify the store I wanted to purchase my Expansion Pack at on Twitter, one week before the release date, to no response. This is the tweet: https://twitter.com/MHDRmlekoo/status/1550778037217656832?t=jyzmKTaUqB-n1jn3voe8TA&s=19

I described my whole case in this Forum thread anyway.

I still didn't get any sure answer regarding those local retailers and the preorder bonus. I'm waiting for the results of your ongoing investigation without knowing if I'll even be included in its ending and fixes that you claim are gonna happen...

PS: Even in this thread someone that ordered the game through Amazon reported their preorder bonus missing. We don't know what you're doing "behind the curtain", for us it looks like you're ignoring our claims because we didn't order through Origin.

Please communicate clearly what's happening with the bonus. Are you deploying fixes for all or only selected group of players? In case those fixes won't work, will we be able to contact the support to assist us in getting the items? I understand you might not have an ETA, but for example in my situation I only have two weeks to dispute my case at the store. I can't wait forever.

I'm now on EA chat live and i get this:

Thank you for your time and patience. I have checked with my resources. As I can see that some other players also reported this issue. Our specialists are investigating the issue and are trying to fix it as soon as possible. However, if you need to know more about it, please go through the link below: https://www.ea.com/games/the-sims/the-sims-4/the-sims-4-high-school-years

In some cases, the players have not bought the packs from our trusted retailers. So, I would also request you to please check with the retailer once. I would also request you to please keep an eye on our official Website and Social media page for further updates and information. You may follow the below links for reference- 1. Twitter page link-https://twitter.com/EAHelp?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor 2. Official website- www.ea.com or help.ea.com

and than this

As I have informed you that we are receiving the similar contacts and many of the customers are facing the same issue. However, good thing is that, this has been brought into the notice of the Game Team and they are diligently working to fix it as soon as possible. So, I would request you to wait for some time till this gets though I know nobody likes to wait but rest assured the team is actively working on it and the issue is been addressed on priority. Once the issue will fix the team will update this on our official Twitter Page. So, I would request you to please keep eye on our Twitter page for further updates.

So no clear information.
@mhdrmlekoo@EA_Cade@StewieGeeKing

official website says: Redeem code for packaged Product by September 8, 2023 to receive bonus content. Bonus content will be automatically entitled for digital Product.
easy...redeem = get

I'm more than happy waiting if I know what I'm waiting for. Sadly, the communication is lacking and this issue is not the first one of the kind. Last year there was a similar problem with Cottage Living preorder bonus, reportedly some people still didn't get it one year later... (still, like they will ever, lol 🥲)

Unfortunately, I have the same issue. Not only did I not receive the bonus content from Cottage Living, I now have the same issue with the High School Years. I contacted the support and I was told it is pre-order content - 4 different reps responded to the same email telling the same untrue and completely false information. This is so disappointing considering all the money I spent for the whole Sims 4 franchise and when it comes to some bonus content EA is not only unable to provide any support but the Customer Service is completely in the dark and misleading which is so discouraging. 

Totally agree

As I said to the retailer, if I knew there was a possibility I'd not get the bonus content, I'd not have brought the game. I said to the retailer they only gave me half the game but because I have already activated the game, they are refusing to give me a refund. If I knew in advance that only some retailers would be giving the bonus content, then I would have brought from them. Now I know, in future I'd get it from EAs "trusted" retailers but this message was not made clear in the promotion and so can EA just show people some good will? Next promotion, state it is "with selected retailers" or something. Please.

In the meantime, just let us have the bonus content. Players on the whole are patient as they wait for you to fix the game because we trust that you show us respect too. 

I contacted Amazon and they just directed me to EA Help. EA told me that the issue is still being investigated.

EA community manager: "Contact your retailer."
Retailer: "Contact EA."
EA: "We are still investigating."

When cottage living got released we had the same issue with people not receiving pre-order items. It was sorted it by just granting people the items for activating the key in the first week. This "ask your retailer to send you another code for free" sounds highly dubious. The same retailers who already sold us keys wont give us another for free. Thats not how things work. If EA hands out "faulty" keys then its up to EA to fix it, not the retailers. EA should know that. A community manager should know that. So why try a non-solution when the cottage living solution worked?

@EA_Cade  This is disappointing.  I, unfortunately, at the time of purchase, was not aware of the "new" authorized retailer policy  as previously I purchased the game before release.   Moreover, after spending several 100 £s and $s on my games (bar 3 kits packs) I had the same issue with the cottage living pack. However, EA provided the items to me without me having to go from online advisor to advisor suggesting that I raise the matter here.  I hope that this can be looked at as this is truly unfair.