EA help has been utterly helpless

I bought the bundle the day it came out. Both of them don't work on my current laptop, only sims 2 works on my older laptop. Have been in contact with EA help two times, first time was told to wait for 24 hours, which I did. Second time, as per their suggestion, I updated nvidia app, uninstall (forced) then reinstalled ea app after clearing cache from ea app. That forced me to reboot my computer, which meant losing contact with the second agent. Now I don't even get the option to talk to another EA agent. They offered a refund. I want it to work, without having to go through all these extra steps. When will EA have it together.