Firemonkeys Support

Dear E.A. & Firemonkeys Support,

I can’t continue playing The Sims FreePlay because the game says that the latest update was not installed correctly.

What should I do to fix this issue and continue my Sims life in this wonderful game? Please I need your answer as soon as possible because this game is my stress reliever.

Thank you for your support.

Cómo puedo solucionar el error de contactar al servicio de atención al cliente que no me deja entrar al juego en los sims freeplay?

Hey @anoush54, if having an issue then please create a new thread rather than bumping ones from half a decade ago.

Darko 

Same here. I understand they must get slammed with help requests but my game is so messed up and Ive written so many requests for help after trying everything and all I get is a robo response then nothing . I dont know if you guysrealize this but the respobse buttonnfor the player also doesnt work. Ive been playing Sims Freeplay now for 11 years loved the game did all challenges they introduced won all prizes but after the Safari update Lost most items. Truthfully I dont think anyone at EA can fix this and theres probably no way to give me what I lost back. Its a very sad state of affairs

Hey @LA1-naliot,

I'll get back to you via PM on this 🙂

Thanks,

Roger.

@EA_Roger@Henalexandre

Good evening to the both of you'll.

@EA_Roger I've been trying to work with E.A. but unfortunately don't have an option in New Delhi, India.

Which is why I'm here being an avid fan of E.A.

Is there any mentorship program you'll have for if I can't work with you'll in New Delhi. I would like to have the comfort of helping your users out but at time's face quite a bit of an issue with people who would just like to portray E.A. in bad light and don't know how to respond to them without ignoring E.A. HQ's policies.

Any help i'll really be grateful for. Also is there anyway we could showcase the E.A.HQ forums on our resume. 

If you can please let me know any further details and i've forgotten if you'll can add email addresses but I know you would correct me so if you can have anyone drop me an email: [edit: email address removed]

@Henalexandre Hey I wanted to know if you have any advice for me, for your are basically getting mentored to be the next big thing, lol.

Do you have any do's or don'ts that you could help me out with, please?

Hey @LA1-naliot,

I know you are quite active on these boards and we really appreciate you helping out these users which is why I wanted to make you aware of this. Thanks for removing the transcripts, it seems you missed a post on this which I have since removed.

Thank you for your cooperation & understanding on this,

Roger.

@EA_Roger I  apologies for creating the entire problem.

Don't worry i've removed the transcripts, still looking if I have any other.

Problem is although i'm an avid fan , always have and always will be of E.A. Sports which is why I also signed up for the testing team.

But where you say I should voice out to the Firemonkeys. what if I say they don't listen. They do not listen at all.

I mean i've even gone to the lengths of testing resolutions and created a ticket to help them... doesn't help.

The multiplayer issue a long time back at the time's of the old Le-mans I gave them a very logical fix regardless if they used a database which they had to or cloud computing with an IBM server.

No response from them..

Since over a 1000 users have faced problems with saving their data where it states just now on real racing3, but if they go back to the cloud save it'll say a day ago, two days,three,weeks,months,etc.

I finally after months of loosing gold found a solution and sent it to them in the same ticket along with other tickets, no response whatsoever.

The closest I even came to being heard is when a community manager on one of the resolutions had suggested not to delete the files as it could conflict with the Monkeys agreement.

But tell me, if I've given the fix to over a thousand users with a positive response as of today 97.6% don't you think they should actually think there is a bug and something that doesn't interfere with the game like a cache folder for facebook that can be deleted... can't they implement it.

this fix I had given them about 8 months back, maybe more (them as in the Firemint guys) and till now this hasn't been implemented.

Posted the fix on a Firemonkeys Facebook chat, sent them messages, got the corporate email sent it there,

created tickets uploaded the fix there.... and nothing has been done.

Imagine this, i've given the fix to more than 1000 people, they would have given it to others and so on and so forth.

If you actually sat to count, this could easily cross well over 10,000 people and it seems to only affect users with older phones (Phones released prior to October 2015).

I've even asked them to allow me for not one dime , let me support these users but there's still nothing.

So after getting absolutely frustrated with them and the replies that people send me on my email with what the Monkeys stated I felt I had to break the rules and help you understand what's happened.

I as a human being can only tolerate so much.

At the end I thank you for responding back to me and shall continue ensuring that I adhere to all your rules and regulations.

One last thing I would like to send out an absolute heart felt apology to the entire support team who would have got irritated over me going against the rules.

Sorry people. Thanks for hearing me out!

Hey @LA1-naliot,

If you are aware of our user rules & guidelines it's all the more reason to respect them. 

As someone who worked in customer support previously I know when I personally contact any company my standards for any agent to tick all the boxes can be ridiculous high and I empathize with you, there is nothing worse than a bad experience especially when it comes to something we are passionate about. 

Nonetheless, AHQ is a player to player community where users can share their experiences, help users in need and discuss the games they are passionate about, if you are unhappy with how your case was handled you will have to share that feedback with FireMonkey's support. 

Any other posts of your transcripts will be removed on this and I urge you to not knowingly ignore our rules as this will only lead to actions been taken on your account.

Thank you for your understanding,

Roger.

@EA_Roger Hey Roger,

I Actually have read your terms and agreements and knew you'll would remove the post. But I felt I needed to post that cause Since July all I wanted was a refund and have not got that.

Apart from which I've paid for something and requested a refund for two orders in two different tickets, one of which was just closed down... no reply, no intimation, no nothing.

Don't you think something should be done about the support. 

As you would have read through, I had asked for a refund of my ORDERS cause so much time had passed and All I seemed to receive was gold that I had lost in the series or by playing the time trials.

The rest of the issues weren't even resolved. Now imagine if you pay for a service should you not get the expected outcome of that service?

I worked with Wipro support in a process called HP,

I worked with Dell Customer support,

I recently worked for Condeco Software as a service desk support agent and trust me I literally used to raise concerns with the management if we gave support like i've received cause it's not justified. Heck i've even come to shouting at an agents on the floor in front of the management because he was making an unprofessional sale(unprofessional behaviour from me, I know). But is it not a right for people to get what they deserve rather than their cash being wasted with them not getting any benefits of it... any whatsoever!!