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EA_Kent's avatar
EA_Kent
Icon for Community Manager rankCommunity Manager
6 years ago

Re: Lost contents and progress, no reply from EA. What else can i do?

Hi @BlueEyedBaby2. 

I know that waiting to hear back in a situation like this can definitely be pretty stressful. I wanted to first say thanks for being so patient during all this. 

I took a look at the case you created, and I can see that it is still open. The case hasn't been closed and is still being worked on. Unfortunately the EA Help team has been pretty busy these past couple months considering the current global situation, so some investigations are taking longer than they would normally. 

In the meantime, I can only request that you continue being patient with the EA Help team while they continue to investigate this. They will follow up with you via email as soon as they can. I'd also recommend that you don't update that case any further until you hear back from them. I wouldn't want your case to get moved around or anything due to updates, so to make sure it stays where it needs to be I'd recommend just letting it lie for the time being. 

The EA Help team will get back to you as soon as they can, so keep an eye out for a reply from them to your email. Thanks again for your patience on this. Hopefully it won't be much longer before this is sorted out. 

/Kent

2 Replies

  • BlueEyedBaby2's avatar
    BlueEyedBaby2
    6 years ago

    Hello Kent, thank you for your reply. 

    Now it's been six and a half weeks, i am still waiting and no one has even opened my case.

    I have the impression that EA Customer Experience people, enjoy dealing with brand new shiny projects, all the time and energy goes to new shiny projects, beautifying the appearances and old-time consuming tasks like my isdue, get brushed under the carpet, hoping that eventually we give up waiting and go away. Not good. 

    I am being ignored and finding it extremely incompetent and unprofessional.

    Should I give up hope? Is it likely to get back to the game almost 7 weeks later,  despite missing sooo much of the latest additions?

    What do you suggest, I should do, apart from waiting for another 6 weeks? 

    I hope you could push my case for a solution. 

    Many thanks, 

    Blue Eyed Baby 

  • EA_Arrenai's avatar
    EA_Arrenai
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    6 years ago

    Sul Sul, @BlueEyedBaby2. That wait sounds rough, and I'm sorry you experienced it.

    Just in case, can you create a new case and refer to the previous one? It's possible your previous case got stuck, but advisors on a new case will be able to reference it.

    Note: You'll want to make sure it's not a feedback or bug case as those aren't looked at directly by EA Help game advisors.

    To contact EA Help in The Sims Mobile:

    • Tap the arrow on the right and select the gear tab
    • Select the Help & About tab within Settings
    • Tap Help
    • Tap the customer service icon next to the side menu
    • Select The Sims Mobile from the game list
    • Select your platform
    • Select Missing content > Had content and lost it
    • Input your Player ID
    • Click Select contact option

    If you would prefer to reach out on social media instead:

    Arrenai 🐱

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