Forum Discussion

Anonymous's avatar
Anonymous
8 years ago
Solved

[Workaround] New items not available for purchase

Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) LG K20 Plus, ZTE Blade Z Max, Moto G4, Huawei Sensa
OS Version Android 6 through 7.1
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile ) 1003507551389
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Go to the shop. Stunning Summer Glam Pack isn't appearing.
What do you expect to see? Stunning Summer Glam Pack available for purchase in the Featured section of the shop. Only thing I see is the Chic pack.
Connection Type Mobile
Please select your region North America
Country USA
Additional feedback

‌

‌I want to buy the Stunning Summer Glam pack from the store, but it still isn't appearing there. I've checked over and over since it was released. Nada.

I tried making a case for this issue, but support was worse than useless. I tried all possible fixes on my end. Cleared cache. Uninstalled and reinstalled the app. Tried installing the app on other (freshly factory reset) phones and using different internet connections. Tried starting new accounts just to see if it would appear on those. Etc.... No matter what I do, the pack never appears in the shop. So I know it's not a fault with my devices or connection. Also, I've seen online that others are having the same issue.

Support did nothing but give me the runaround, excuses (including claiming they can't add items to accounts and don't have full control on items in the shop), and offer me 50 whole simoleons (wow!) as a "one-time exception" for my "inconvenience." I refused to accept that insulting offer and was told by Justin S. that it was something they "offer so we can express our eagerness to help you." 

I also got no help on my other issues using the case system. My number of available quests shows 6, but when I click the quests button there's only 2. I didn't get heirlooms from retired-sim heirloom boxes I opened, etc...

I need some real help on these issues. I want to get the Summer Pack before it's gone. If someone from EA could just add it manually on my account and deduct from my Simcash I'd very much appreciate it. Or whatever else it takes for me to get it.

Thank you.

bug

20 Replies

  • Anonymous's avatar
    Anonymous
    8 years ago
    I tried creating a new case and dealing with a different support person.

    I'm lucky - after a bunch of messages back and forth, giving all the extra info requested, etc... I was informed that customer support can't do anything about this. BUT - they'll give me an incredibly generous 100 simoleons for the inconvenience.

    Hilarious.

    I've never played a game in which the tech support either couldn't or wouldn't fix a missing content problem. Either having the devs fix the in-game bug or adding the content to the user's account manually. This problem, which is also happening to other players, still hasn't been fixed even though EA has been aware of the problem since day 1 of the pack's release.

    Disappointing.
  • Phantomlover1717's avatar
    Phantomlover1717
    Legend
    8 years ago

    Could you try and see if travelling from your Sims home to a different location and back might help. 

  • Anonymous's avatar
    Anonymous
    8 years ago

    Thanks for the suggestion. I've tried that already, though, on every map location. No luck.

  • Anonymous's avatar
    Anonymous
    8 years ago
    Thank you. 🙂
  • Anonymous's avatar
    Anonymous
    8 years ago

    Just a little update...

    EA's support and devs continue to be utterly useless. I was eventually told my case was sent to a team of specialists who would take care of the issue. They were supposed to email me back but never did. Instead, I got a response from a regular support guy (the same one who said the studio was looking at my other case involving missing heirlooms - never got fixed or a response) who claimed they were working diligently to fix the bug and to just wait. 

    Needless to say, that reply was just more boloney since the Stunning Summer Glam pack was a limited time pack that isn't available anymore. EA knew about the issues with it not appearing in the shop since day one and merely ignored it and had support give people the runaround. Again, I asked this guy if they could just add the items to my account and deduct the simcash manually. No response. Just like no response from EA here or even aknowledgement of the issue at all. 

    Also, it's no longer just an issue with one pack. The surgeon career offer also isn't appearing on my account. So I'm not getting any of the new featured offers. 

    Thanks, EA, for letting us know how much you value your players. 🙂

  • Anonymous's avatar
    Anonymous
    8 years ago

    Update: Got a support specialist and they manually granted me the Summer Glam pack. Very happy to have finally gotten a support person that took care of this.

    Surgeon offer is still not appearing tho, so the bug that's making new offers not appear on some accounts is itself not fixed yet. I hope they get to that ASAP so players don't miss out on upcoming packs.

  • Anonymous's avatar
    Anonymous
    8 years ago
    I had the Summer Glam Pack but the items Vanished.
  • Anonymous's avatar
    Anonymous
    8 years ago

    I'm having the same issue. I can see 3 offers, none of which I'm interested in. I want the surgeon pack and it isn't available. 

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