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EA_Ataashi's avatar
EA_Ataashi
Icon for EA Staff (Retired) rankEA Staff (Retired)
7 years ago

Re: Game progress reset to level 1

Hey @Ploofin 

I just wanted to address a few of your concerns.

Again, I can only apologise that you had to contact our live support multiple times and go through conversations with a few game advisers in order to be provided with a resolution to your problem. You also pointed out that not every agent seemed to be helpful or understood what your problem is - I'm afraid that's the human element of every live support ☹️ I'm not trying to excuse anyone, because you shouldn't have gone through so many contacts about only one issue, so thank you for being patient and sticking with us thought this whole uneasy process.

Like I mentioned before, not every case is an easy one to solve and yes, we might sometimes not be able to restore everything - not because we don't want to, we simply don't have the right tools or there are some technological restrictions. But if possible, we always try to compensate the players in other ways.

One more time, thank you for reaching out to us and explaining your situation in details, even if we couldn't do much on the forums to help you directly 😞

/Ataashi

  • lovestar28's avatar
    lovestar28
    7 years ago

    @EA_Ataashi

    I was reading through this thread and was becoming increasingly concerned as I went through the posts and replies from players who had this issue, plus the awful customer service. I started playing Sims Mobile a few weeks ago and have been fortunate enough to not have my account become reset to level 1, however I'm starting to think that this is inevitable. Makes me wary of investing too much of my energy into this game, you know?

    Having game progress deleted is absolutely the worst thing that could possibly happen in any game, and is absolutely NIGHTMARISH to us gamers. We spend a lot of energy, time, and pour our hearts into games, and management should be doing EVERYTHING possible to make sure that this issue does not occur again, and that the gamers affected by this bug are appropriately compensated in a timely manner.

    I'm not impressed by the responses I'm seeing from customer service, and until this improves, I'm strongly considering quitting.

  • lovestar28's avatar
    lovestar28
    7 years ago

    I was reading through this thread and was becoming increasingly concerned as I went through the posts and replies from players who had this issue, plus the awful customer service. I started playing Sims Mobile a few weeks ago and have been fortunate enough to not have my account become reset to level 1, however I'm starting to think that this is inevitable. Makes me wary of investing too much of my energy into this game, you know?

    Having game progress deleted is absolutely the worst thing that could possibly happen in any game, and is absolutely nightmarish to us gamers. We spend a lot of energy, time, and pour our hearts into games, and management should be doing everything possible to make sure that this issue does not occur again, and that the gamers affected by this bug are appropriately compensated in a timely manner.

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