Perhaps someone here on the forum knows how these things work, but this seems off to me.I contacted EA support via email this morning. I stated that I am unable to purchase both Mayan Homer and Mexican Duffman because of the way they are bundled, because I have most of the other items which have been bundled with them.I recieved a response from a rep who told me that I had to resubmit the request through the game and provide a case number which he supplied. This way, he said, it would be connected to my game. I also had to provide my Mayhem ID. I did all this, assuming from experience that it would allow them to enter and view the items I had and rectify the discrepancy. Well, now I'm being asked to list all of the versions of both Duffman and Homer that I have. I don't have that memorized and I can't access the task menu for Homer because he's currently on an 8 hour task.Seems weird that I'm having to provide what they should be able to access themselves with the information I've provided. Am I being jerked around?

Yes my experience with EA has never been good. They played me around and around by different support staff who clearly could not be bothered with your problem or they simply do not understand the game. I have been trained by them not to seek support as it would only bring pain.

Well i had a great experience with EA today regarding Blackbeard and the Ghost Ship. Advised to contact through in game help and the ship was added to my town! Quick and simple. One thing I would suggest is always be patient and polite with the advisors as they are trying to help. Cheers

I've had both good and bad experiences. My recommendations would be:1. Get EA on the phone if you can.2. Always be patient and polite.3. Succinctly explain what's wrong, why it impacts your ability to play/enjoy the game, and what remedy you're seeking.4. If the rep doesn't understand the problem, doesn't speak English well, or tries to send you to this forum to get answers (or get rid of you in some other totally unhelpful way), don't be afraid to get off the phone and immediately resubmit your case. You'll get a new rep when they call back.5. If possible, point to the experiences of other players on the forum, especially if somebody else got EA's help and received the same solution you want. If you have to email EA, include links to helpful forum threads.6. Don't be afraid to ask that your case be escalated to the studio team or a supervisor.Good luck!EDIT: I should add that (1) you do have to provide your Mayhem ID but (2) if you get a rep who knows what he/she is doing, I've determined from prior experiences that they are able to see a list of what's in/not in your individual game, so you shouldn't have to make a list of all of your Homer skins.

"cappiello656;c-2058994" wrote:Just got of a half an hour phone call which ended with the support worker telling me (completely incorrectly) that there is no set list of items available in the mystery boxes, and if two people get the same item it's complete coincidence. I couldn't convince her of otherwise, so I had to end the call. Bloody hell, I hope I have better luck the second time.Yeah, sometimes you just get terrible support. I've found that nights and weekends are the worst for the US East Coast. If you can get a call on a weekday between 9 and 5 US Central Time Zone, the people working those hours tend to be the best. My strategy is generally to call over lunch.

"chadstraus97;c-2058998" wrote:"cappiello656;c-2058994" wrote:Just got of a half an hour phone call which ended with the support worker telling me (completely incorrectly) that there is no set list of items available in the mystery boxes, and if two people get the same item it's complete coincidence. I couldn't convince her of otherwise, so I had to end the call. Bloody hell, I hope I have better luck the second time.Yeah, sometimes you just get terrible support. I've found that nights and weekends are the worst for the US East Coast. If you can get a call on a weekday between 9 and 5 US Central Time Zone, the people working those hours tend to be the best. My strategy is generally to call over lunch.I'm in Australia, so things work differently here. Both my initial email and my call were with Indians who misinterpreted what I was saying.

EA Support re:bundles - my experience so far

lone_viper_wolf
6 years ago
Yes my experience with EA has never been good. They played me around and around by different support staff who clearly could not be bothered with your problem or they simply do not understand the game. I have been trained by them not to seek support as it would only bring pain.
postdoom
6 years ago
Well i had a great experience with EA today regarding Blackbeard and the Ghost Ship. Advised to contact through in game help and the ship was added to my town! Quick and simple.

One thing I would suggest is always be patient and polite with the advisors as they are trying to help. Cheers
chadstraus97
New Spectator
6 years ago
I've had both good and bad experiences. My recommendations would be:
1. Get EA on the phone if you can.
2. Always be patient and polite.
3. Succinctly explain what's wrong, why it impacts your ability to play/enjoy the game, and what remedy you're seeking.
4. If the rep doesn't understand the problem, doesn't speak English well, or tries to send you to this forum to get answers (or get rid of you in some other totally unhelpful way), don't be afraid to get off the phone and immediately resubmit your case. You'll get a new rep when they call back.
5. If possible, point to the experiences of other players on the forum, especially if somebody else got EA's help and received the same solution you want. If you have to email EA, include links to helpful forum threads.
6. Don't be afraid to ask that your case be escalated to the studio team or a supervisor.

Good luck!

EDIT: I should add that (1) you do have to provide your Mayhem ID but (2) if you get a rep who knows what he/she is doing, I've determined from prior experiences that they are able to see a list of what's in/not in your individual game, so you shouldn't have to make a list of all of your Homer skins.
chadstraus97
New Spectator
6 years ago
"cappiello656;c-2058994" wrote:
Just got of a half an hour phone call which ended with the support worker telling me (completely incorrectly) that there is no set list of items available in the mystery boxes, and if two people get the same item it's complete coincidence. I couldn't convince her of otherwise, so I had to end the call. Bloody hell, I hope I have better luck the second time.

Yeah, sometimes you just get terrible support. I've found that nights and weekends are the worst for the US East Coast. If you can get a call on a weekday between 9 and 5 US Central Time Zone, the people working those hours tend to be the best. My strategy is generally to call over lunch.
cappiello656
6 years ago
"chadstraus97;c-2058998" wrote:
"cappiello656;c-2058994" wrote:
Just got of a half an hour phone call which ended with the support worker telling me (completely incorrectly) that there is no set list of items available in the mystery boxes, and if two people get the same item it's complete coincidence. I couldn't convince her of otherwise, so I had to end the call. Bloody hell, I hope I have better luck the second time.

Yeah, sometimes you just get terrible support. I've found that nights and weekends are the worst for the US East Coast. If you can get a call on a weekday between 9 and 5 US Central Time Zone, the people working those hours tend to be the best. My strategy is generally to call over lunch.

I'm in Australia, so things work differently here. Both my initial email and my call were with Indians who misinterpreted what I was saying.
Daanige
6 years ago
I got blackbeard from the box and contacted support for the ship. They wanted me to contact via ingame help section fot verification. But for some reason I got to a page that said in dutch that this option was not available. I had to send a couple of mails before the supportdesk employer understood what the problem was. But I finally got the boat, so I don't complain...
superefrain7
6 years ago
"chadstraus97;c-2059516" wrote:
"superefrain7;c-2059514" wrote:
"cappiello656;c-2059374" wrote:
Okay, I got them to add the Ghost Pirate Airship to my game (though Blackbeard was deleted and I had to buy him from the box again, but no big deal)

The items they wouldn't add are;
- Evil Shopkeeper
- Mausoleum
- Pharaoh Guard
- Plague Rats
- Lumpy
- Snake Speakers
- Hollow Snake Trunk
- Snake Stump
- Red Practice Snake
- Yellow Practice Snake

I might just give up now, hopefully I'll get a chance in the future to get these, and EA fixes their issues with bundling

I had the same problem because I already had one item from this bundle (hollow snake trunk). The only way is to ask them to delete the item you already have from this bundle so you can buy it. I did this they deleted the hollow snake trunk from my account and I could buy this Bundle from the Yearbook Mystery Box

Interesting. I was specifically told that they could not delete an item but they could (and ultimately did) add items. In fact, one of my issues was the Whacking Day Bundle and my problem was caused by owning the hollow snake trunk too. It's sad that even when they fix the problem, the reps don't seem to do it in a consistent manner.

It took me 2 years to get Witch Marge skin!. True some reps do not have any idea how to help, somehow last night one rep told me the solution to store the cauldron in my inventory so they could delete it, and then I could place Witch Marge bundle. Really happy, thanks to you too! you said a few days ago you got these items too somehow I felt encouraged! I only talk to them by email and it worked!.
cappiello656
6 years ago
Woo-hoo! I was finally able to buy all those bundles! Now I've completely cleared the YB Mystery Box!
chadstraus97
New Spectator
6 years ago
"cappiello656;c-2059567" wrote:
Woo-hoo! I was finally able to buy all those bundles! Now I've completely cleared the YB Mystery Box!

Congratulations!!! So the solution they did for you involved deleting what you had already so you could then buy the bundles? It seems like that would typically be easier for them and it makes you spend more donuts whereas I've experienced them being hesitant to add items at the risk that they'd actually be giving me something for "free".
cappiello656
6 years ago
"chadstraus97;c-2059584" wrote:
"cappiello656;c-2059567" wrote:
Woo-hoo! I was finally able to buy all those bundles! Now I've completely cleared the YB Mystery Box!

Congratulations!!! So the solution they did for you involved deleting what you had already so you could then buy the bundles? It seems like that would typically be easier for them and it makes you spend more donuts whereas I've experienced them being hesitant to add items at the risk that they'd actually be giving me something for "free".

Yeah, deleting items was the only way they'd do it. I suppose it makes sense, I'm just glad this headache is over.