Please understand I'm trying to be as polite as possible. But the people working your chat are polite but extremely unhelpful and I have even had them cancel the chat on me because they say that they can't do anything. I am out the full us price for growing together as well! I purchased it through Amazon but having the same problem that this person had buying it through your app! Therefore it seems that it was not a bad code that Amazon gave me that evidently it is something wrong with your servers. I also cannot go to the expense of paying a second time for the game for worry since I was told the game was redeemed however the system refuses to allow me to download it! This is now been 12 hours that I have logged of me researching and responding to these things as well as had my case closed three times, WITH NO ONE CONTACTING ME!
I find this completely and totally unacceptable that you guys can just close cases without so much as an email or even a thought for how the person on the other end is going to feel, as I wasn't even aware that the case had been closed any of the times that it has been closed!
I don't understand how if they can see that a code had been redeemed but did not go through that you guys do not just give me a second code to redeem to hopefully it works. Or how this happened in origin on Sims 3 one time this issue happened your tech team was able to force the game to show up in the library.
I need to know if it's even possible to put a second code in for a game that I technically already own?
Please please someone help us I know that I have seen this issue several times over various forms and I waited a while hoping that I wouldn't run into any of these issues. But Amazon refuses to refund saying it's y'all's fault you all refuse to help me saying it's Amazon's fault. However they do demand that I open cases with you and take screenshots showing that I have attempt to chat with y'all before they will open up their own tickets with EA to try to solve the problem.... That's how bad they feel your customer services, even coming from trusted retail partner company.
Thank you for your time and attention to this. Sorry for needing help but I really do need help with this.
Community ManagerDid the live support team at any time remove and re-add Growing Together from your account?
Did you get any error messages from the EA app when you tried to redeem your game code for Growing Together that you purchased from Amazon?
@EA_Solaire wrote:Did the live support team at any time remove and re-add Growing Together from your account?
Did you get any error messages from the EA app when you tried to redeem your game code for Growing Together that you purchased from Amazon?
1st THANK You for responding to me! Sorry for the long reply its detailed.
I did not receive any error messages or code. I redeemed the code for Growing Together copy and pasted from my Amazon account then I redeemed the code for the Bonus that came in the email copy & pasted again.
I only knew something was wrong when I went to make sure that the download started and it still had purchase instead of in library. So far I had the "support team" that you can chat with once you open a ticket (is that the Support Team you asked p9j3 about?) Close my 1st ticket with something like unfixable. I asked if they could refresh the code or remove and add it back. That was how a a simulator problem was fixed for Sims 3. I was told buy ALL I chatted too that wasn't a thing. Which it seems like it still is. In fact the person who ended the chat on me told me the code was corrupted and IF I had bought it from Amazon to ask for a refund Closed the chat and the ticket. Amazon let me know that on the page to buy it it says nonrefundable or returnable. I also did NOT care for the insinuation that I was a thief by them saying IF I bought it several times.
So beyond that insult to my honor I was asked by the others "To follow the steps" So I have uninstalled EA app several times now 4or 6 I think. 1st just a fast remove than install, 2nd remove reboot install. 3rd remove, clean boot install, (still not under the Sims 4 Manage but bonus stuff is and the growing together page still says purchase) tried a Repair install 4th uninstall rebooted reinstalled since the Repair could have messed it up and I may have done it a few more times as well. I didn't keep track of how many times I cleared my cashe. Several suggested buying it again though the EA app, I can't afford to buy it twice sorry.
I was told to post here and read answers.ea.com and at help.ea.com in case other players had Ideas for me.
On reading I learned that I could search for the game files, did so and no 13 had all the others I should.
Tired loading the game with crossed fingers and a prayer and see it listed as owned on the main menu screen thing. I had an Idea, closed the game and moved the whole Sims 4 folder in documents. Opened it up and it said it was downloading and could track it in origin, which I don't have anymore. Waited 3 hrs was never told the game was done downloading BUT the folder was now found on my hard drive. However In case making a new family I didn't have the new aspirations for children OR the world. So it downloaded but I can't play it.
I have spent several hours for days trying to fix this, and truly have cried, well I have hit most of the stages of grief and fear I am just out the $. I was hoping to keep my mind off my upcoming surgery by playing, at lest I can say that I was fully distracted by trying to track down a fix.
Oh and before you ask I am not playing on Sims 4 legacy Nor have I ever installed on the computer I currently play sims, the CAS demo.
Again Thank you for responding to me your the 1st, and I do So Much Appreciate the fact you're trying to help! I hope your day is going well. Thank you again for your time and attention to this problem.
Community ManagerWould you both mind reloading the EA app for me please and let me know if you're seeing Growing Together under your Add-Ons now?
@EA_Solaire do you mean just turning the computer an opening the EA app, or reinstall the app?
I did forget the last steep they made me do which was a full uninstall of the Sims 4 and reinstall. I still haven't been able to play and haven't loaded the game since the reinstall considering how long it took to download.
I'm not home from my pre op check up but I can try As soon as I get home. It won't be to long.
Community Manager
