Some Premium Characters Not Showing/Terrible Customer Service

You need to be very patient, open a new ticket with support.
EA is notorious for their bad support, but they are improving.
In the end they will fix your problem

So your telling us that you dont see these premium characters to buy in the premium goods section? You dont happen to own these and they are just residing in your inventory? Characters are listed at the end of your inventory screen.


As for support as the above poster said you must have absolute patients with them, make sure you reference each ticket # in the next trouble ticket if you open more on the same issue.

I have one ticket that i have been working with EA on for 3 months.

Start a chat with EA instead. I've actually gotten good customer service through their chat.

Ive had nothing but good experiences contacting them. The issue might be that if it's a coding issue, they might not have anything to offer explanation wise so arent bothering as theyre already working on it.

I had an issue with the Hospital, after completing 41 & 42 several times. After 4 days, I did a live chat. After asking for a supervisor 3 times & threatening to contacting iTunes demanding a refund for the hundreds spent on the game, I chatted with a supervisor who forced it into my inventory.

Poor English - Typical - written, talking - they are hard to understand sometimes
email - terrible
chat - YAY! always get waaaaaaaay better response from chat.
Watch the advice to start another ticket - they will lock your account for mutiple tickets for the same issue - especially if the old ones are closed and say they resolved them - BEWARE! - they WILL put resolved without verifying with you it was fixed and close the ticket! I had a bout a while back where they threatened my account- so I turned a ticket in for customer service for not fixing the issue, saying it was solved, and threatening my account for questioning it again..... only then did I actually get a resolution.
Overall, sometimes terrible, sometimes good - ALWAYS HAVE TO HAVE PATIENCE AND PERSISTENCE!

Only had to deal with EA support once, when my game was crashing like crazy during the last update, and they responded within the day and resolved.

Have nothing but praise for the way they handled it over here.

Anyway, I have the same issue with Bumblebee Man not showing up. Someone in a thread suggested he had a a level requirement added in the last update, which makes sense. We literally just had an update adding a new level not long ago, and wouldn't shock me if sites haven't done any tests to see if the premium character unlock levels have been changed.

I had an issue with the game yesterday.

Seeing as it took them over a week to solve my elixir issue (which they seemed to solve in just hours for many other players who opened tickets after me), I wasn't hopeful that an email request was the best way to go. With the elixir issue I tried chat (which was an epic failure - I was on the approx. 5 - 10 minute wait screen for just over an hour and a half and then gave up and e-mailed... 3 times during the week waiting over the 48 hour estimated response time... Then requested a callback. Got an email about 30 minutes after requesting the callback (the email was what actually resolved the issue), and got my callback about 2 hours later (which is when I expressed my concern and disappointment that I knew other people who had the same issue and opened a ticket after me had it resolved within hours, and how chat was clogged up to the point it couldn't give me an accurate wait time, and concern about how long the whole process took overall). When they got back to me both through email and callback, they were very pleasant and helpful.

Returning to the issue I had yesterday, I went to the live chat page - it said no one was available - no wait screen or anything. I clicked on it anyway and it was an estimated hour and a half wait for live chat. I had no faith in them responding quickly by email, so I went with the call back option. It said it would take about 2 hours for them to call me. After just over an hour I received the call and the rep was really great. She resolved the issue really quickly and apologized for my inconvenience.

Two very different experiences when it comes to wait times. Live chat is probably the best way, as you are not left waiting for them - you can leave at anytime if you need to. But for me both times I chose the callback option they got back to me within, if not before, the stated time it said they would call. And both reps were fluent in English - one sounded like he had a South African accent and the other I'm pretty sure was from the US.

I do wish they had a number you could call so you could wait on hold for a rep as well, tho (they should have both call back and the option to wait). Call me old fashioned, but I would like to have this option so if I need to leave I can just hang up and not be glued beside my phone.

EA has recently released a few other games, and I'm told this is causing the long wait times in some cases. It is also unfortunately causing some tickets to be accidently overlooked (EA rep said this happened on the occasion, and added that it was unfortunate when it happened).

Keep on them - as said above being persistent pays off if they lose you in the shuffle. And again as said above, if you open a new ticket make sure you make reference to the original.

This is my story. My very long story. I call it "waiting for EA..."