I bought this from Steam, not Origin. The serial code doesn't work on the game nor does it work when I try to redeem it at the Sims 3 website. (which is where Origin told me to redeem it at.) The area I type it in at does not have enough boxes, so I can't fit the serial code. I'm thinking about just refunding it and downloading it from Origin.
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Just thought I'd add my experiences with this to the thread. I've been on and off the phone with a game advisor for a couple of days now trying to get the Deluxe edition of the game to be playable. I've followed all their instructions which included, but was not limited to, uninstalling and reinstalling, disabling my firewall, and using different game codes to activate the game. Today the next thing they wanted me to do was download a third-party application that claims it "cleans your mac" by cleaning up spurious files to improve performance. I told the advisor I wasn't happy with that step because I don't use my machine for just EA gaming activities and I don't trust that this third party app won't break something else on my machine. The advisor insisted that it was the only way forward. I asked him to confer with his "specialist" to see if there was any other way to progress and he was insistent that there was none. So I made him process a refund. If after several uninstalls and reinstalls, I am still not able to get my money's worth, then I have other things I'd like to do with my time and money.
It's a pity really. I'd had a pretty good experience on this issue up until that point. Suggesting a third party application as the only next step in troubleshooting the problem is just irresponsible at best.
Never, ever download a third party app to clean up your Mac. That is the worst solution I have ever heard. Please, please download your files to Zoe and she will have someone on their Mac team look at the data and fix it.
Please remember with the Christmas and New Year's Holiday here in the US, many folks were on vacation. And please allow them some time to review the data. I'm sure we'll hear something soon.
- "Never, ever download a third party app to clean up your Mac. That is the worst solution I have ever heard. "
That was my point. If the best game advisors could do was tell me they would no longer continue to help me unless I downloaded a third party application, then I'd say there's something seriously wrong with EA support training and people skills.
"Please, please download your files to Zoe and she will have someone on their Mac team look at the data and fix it. "
Since I no longer have the game, there are no files to send Zoe. If they can't figure this out without my files, they have bigger problems.
I read every single response in this thread before I called support. I'm thinking that's plenty for me to do. This has been an issue for months and at the end of my experience, I've got some guy insulting my intelligence about how I maintain my own machine. Granted, there's no way to know how experienced I am, but if the only solution is some dodgy third party 'scrubber' application …
Ugh. I feel like a stuck record now. I've said it no less than 4 times. They need to get their act together. I had a very similar experience. I went back and forth in customer support three times about this. They told me to restart my computer, the game. They told me to uninstall and reinstall both origin and the game. They all hardly listened to my problem for more than an instant before trying to shove these lists of troubleshooting instructions (that I'd already followed) into my inbox. Then they had me download this third party application to "clear my cache" which I had little to see that was relevant to my problem. I asked what particular types of files might interfere with this game and the support couldn't really give me an answer. It was an infuriating experience, especially when that ridiculous application he had me download only cleared 500 MB of my cache before demanding I pay for the full trial since 500 mb was the trial run cap. The third and final time I went, I just wanted a refund. They said they would give me one but THEY NEVER DID. I gave up on this game 24 hours after purchasing it because I was never even able to launch it and EA REFUSES to refund this product EVEN THOUGH SO MANY PEOPLE ARE HAVING THIS PROBLEM!!! It is absolutely infuriating. I was led to believe this would work on my Mac! This is false advertising and terrible customer service! I didn't buy this game five years ago and try to install it on a new computer. I just bought this and it does not work. I should be able to return it or get this issue resolved.
Edit:
I would also like to add that one of the customer support representatives attempted to tell me that I needed to "downgrade my mac" to a previous version because the game might not be compatible with this current version. That was the final straw for me. Seeing as nobody else seemed to receive that advice in this thread, I also assume he was just making up a solution he thought might work without at all testing that theory. That would have completely changed my mac. I am not doing that for a video game....
Hi @Taxicab08,
I've checked the logs of your last conversation with an Advisor on the 24th of January. They mentioned that they had forwarded your refund request and that "Refund will be processed in your account within 5-6 days." Please keep an eye on your inbox. If you haven't received the refund by next Wednesday, please let me know.
- Any update on the problem itself? You asked for us to give you a few days back in December, and we haven't heard from you at all until now. Any chance of this game working on Mac or bring yanked from the store so more people don't end up with a broken game?
Any word yet? This is becoming increasingly frustrating.
Still no refund. Not in my origin account, bank account, or email account.
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