EA Support re:bundles - my experience so far

"cappiello656;c-2059370" wrote:
Is there any way I can convince EA Help that the items I received/didn't receive in the mystery box are not "randomised by the server"? Here are some excerpts from emails I've had that incorrectly outline this "mechanic"


"I realize your concern. However, as I have checked with your previous case notes and history. We have already shared with you on phone that items in the game in packs has probability, not exact same items.
Please note that the in-game features are designed by Developers and can not be changed. Games are based on mechanism and algorithm. Anything you receive or achieve in the game are server based and completely random and being a customer support we can not change it."

"I am afraid but I would like to inform you that the items you listed are not pre-defined as the game is working as intended and as previously informed anything you receive or achieve in the game are server based and completely random and being a customer support we can not change it.
And the items are decided by the studio team itself we do not have control over it as its random and the game is working as intended. I am sorry but I am unable to add those contents in your game account as you have to earn them through box randomly as every player do in the game."


I've had multiple EA help members use this excuse, all because one person I had a phone call with in a previous case left it as a note for members taking my case further. No matter how hard I try, and how many links I provide to LPN's post listing all possible items, and the posts showing this issue has been fixed for other players, they will not be swayed.

I just got a response from "Vareesha" saying it was caused by a bug!

Are you joking? I can't get Mayan Homer or Mexican Duffman to show up in my game - because of a bug?!?

I don't think Vareesha understands what a bug is.

Direct copy/paste from email:

Please let me share that the issue currently you are facing is apparently a bug which caused this anomaly. I will make sure to forward the same to our concern department.

It is sad that we at customer experience, can only help with issues in the game itself, we cannot make changes or correct game bugs.

We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control. For your inconvenience, please accept my personal apology that this problem has negatively affected you.

Anticipating that Studio will look into the pertaining issue and try to sort it out as earliest as possible thus furnishing better game-play experience for you.