your EA email responses!
Many people have been emailing EA about the numerous known issues with The Simpsons™: Tapped Out. I know they've been posted here and there, but I wanted to start a thread for anyone interested in posting or reading the responses people have been getting. Especially since the responses seem to be vastly different from person to person.
Firstly, the most recent generic post on help.ea.com, updated 11/8/12:
Our team is aware of an issue which causes Game Crashes for some Players after updating The Simpsons: Tapped Out.
We're addressing this issue and will have it resolved as soon as possible. We apologize for any inconvenience this has caused.
Please stay tuned for updates on this issue, and thank you for your patience.
Now here are the two I've received personally, on 11/9/12 and 11/12/12:
Hello Charlotte,
Thank you for contacting Electronic Arts.
I'm sorry to know that you are experiencing crashing issue in playing 'The Simpsons: Tapped Out. It might be possible due to technical reasons. I will do my best to assist you with this matter moving forward. Please try following troubleshooting and see if the issue persists.
- Exit the game, then turn off and reset your device. Then try starting the game again.
- Ensure you are running the most current version of the game (check to see if there is an update available for the game through iTunes).
1. Go to app store on the device.
2. Go to Updates
3. Update game if needed.
4. Update app for game.
5. Re launch App/Game to see if the issue is resolved.
- Access the iTunes Store within your device and download the game again. It may prompt you to 'Buy' the game, but once you click it, it should allow you to download free since you already paid for it through iTunes. Please note that we at EA have no access to your iTunes account. If you have any disputes, please contact iTunes (Apple) directly.
- Make sure your device has the latest software:
1. Download the latest version of iTunes from http://www.apple.com/itunes
Note: If you already have iTunes installed, open it and select Help > Check for Updates. Then install any available updates.
2. Connect your device to your computer with the USB cable, select your device in iTunes, and click the 'Update' button or 'Check for Update' button. Install the software update if available.
If none of the above suggestions correct your issue, please provide us with the following:
1. Game Name
2. Game Version
3. Type of bug (Crash, gameplay, other)
4. Description of how you encountered the error
5. Device details
a. Type (iPhone/iPod Touch/iPad)
b. Generation (2G, 3G, Touch v1, Touch v2)
c. Firmware version
d. Memory Capacity
6. If the device was rebooted before playing the game
7. Number of applications on the device
8. Amount of free space available
9. Distribution of allocated space (movies, music, games, misc)
10. Please attach screenshots and crash logs if possible
a. Log in to http://help.ea.com and select "MY CASES".
b. Locate the correct case.
c. Click "BROWSE" and locate the file to be attached.
d. Add a note regarding the attachment.
e. Click "ADD NOTE".
Can you please try attaching the files this way?
At Electronic Arts, we value your co-operation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime.
Regards,
Arun
Electronic Arts – World Wide Customer Experience
RESPONSE #2:
Dear Charlotte,
Welcome again.
It's sad that you are still experiencing same issue. As we have tried basic troubleshoot and issue persist so I want to get you an effective resolution. For that, I am going to escalate this issue to higher department. Our senior team is well equipped to handle such issues and I’m confident we’ll solve the issue and suggest alternatives.
Due to a back log of contacts, the current estimated time for response is 12-14 days. I apologize for the lengthy response time, and we are working diligently to return to an acceptable level of response time. During this time, you may still update your case with additional information that might help us to resolve your issue without causing any additional delay.
It was never our intention to disappoint you. Electronic Arts values you and promises to get the matter sorted. You may visit our extensive knowledge base online: http://help.ea.com/
Regards,
Rajan
Electronic Arts – World Wide Customer Experience
At least they got my name right, which I hear is something the struggle with.. Anyway, if anyone has any EA responses that vary from mine, please post them! Even if you posted it in an unrelated thread, please post it here so it can be in one place. For some people this is their only slight glimmer of hope... Like me.
Firstly, the most recent generic post on help.ea.com, updated 11/8/12:
Our team is aware of an issue which causes Game Crashes for some Players after updating The Simpsons: Tapped Out.
We're addressing this issue and will have it resolved as soon as possible. We apologize for any inconvenience this has caused.
Please stay tuned for updates on this issue, and thank you for your patience.
Now here are the two I've received personally, on 11/9/12 and 11/12/12:
Hello Charlotte,
Thank you for contacting Electronic Arts.
I'm sorry to know that you are experiencing crashing issue in playing 'The Simpsons: Tapped Out. It might be possible due to technical reasons. I will do my best to assist you with this matter moving forward. Please try following troubleshooting and see if the issue persists.
- Exit the game, then turn off and reset your device. Then try starting the game again.
- Ensure you are running the most current version of the game (check to see if there is an update available for the game through iTunes).
1. Go to app store on the device.
2. Go to Updates
3. Update game if needed.
4. Update app for game.
5. Re launch App/Game to see if the issue is resolved.
- Access the iTunes Store within your device and download the game again. It may prompt you to 'Buy' the game, but once you click it, it should allow you to download free since you already paid for it through iTunes. Please note that we at EA have no access to your iTunes account. If you have any disputes, please contact iTunes (Apple) directly.
- Make sure your device has the latest software:
1. Download the latest version of iTunes from http://www.apple.com/itunes
Note: If you already have iTunes installed, open it and select Help > Check for Updates. Then install any available updates.
2. Connect your device to your computer with the USB cable, select your device in iTunes, and click the 'Update' button or 'Check for Update' button. Install the software update if available.
If none of the above suggestions correct your issue, please provide us with the following:
1. Game Name
2. Game Version
3. Type of bug (Crash, gameplay, other)
4. Description of how you encountered the error
5. Device details
a. Type (iPhone/iPod Touch/iPad)
b. Generation (2G, 3G, Touch v1, Touch v2)
c. Firmware version
d. Memory Capacity
6. If the device was rebooted before playing the game
7. Number of applications on the device
8. Amount of free space available
9. Distribution of allocated space (movies, music, games, misc)
10. Please attach screenshots and crash logs if possible
a. Log in to http://help.ea.com and select "MY CASES".
b. Locate the correct case.
c. Click "BROWSE" and locate the file to be attached.
d. Add a note regarding the attachment.
e. Click "ADD NOTE".
Can you please try attaching the files this way?
At Electronic Arts, we value your co-operation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime.
Regards,
Arun
Electronic Arts – World Wide Customer Experience
RESPONSE #2:
Dear Charlotte,
Welcome again.
It's sad that you are still experiencing same issue. As we have tried basic troubleshoot and issue persist so I want to get you an effective resolution. For that, I am going to escalate this issue to higher department. Our senior team is well equipped to handle such issues and I’m confident we’ll solve the issue and suggest alternatives.
Due to a back log of contacts, the current estimated time for response is 12-14 days. I apologize for the lengthy response time, and we are working diligently to return to an acceptable level of response time. During this time, you may still update your case with additional information that might help us to resolve your issue without causing any additional delay.
It was never our intention to disappoint you. Electronic Arts values you and promises to get the matter sorted. You may visit our extensive knowledge base online: http://help.ea.com/
Regards,
Rajan
Electronic Arts – World Wide Customer Experience
At least they got my name right, which I hear is something the struggle with.. Anyway, if anyone has any EA responses that vary from mine, please post them! Even if you posted it in an unrelated thread, please post it here so it can be in one place. For some people this is their only slight glimmer of hope... Like me.
