Zutroy Fix - Thank You EA Support!

Great to hear you got such stellar support and they resolved the problem for you.

After 2 live chats, all I got was "the developers are working hard to fix it, hang in there".

As I'm not in the USA, I suspect the call back option is a waste of time for me.

It's great you got your issue resolved!! I wasn't hit by the zultroy glitch, but I am missing a few elves from the tunnel quests. I've contacted customer service a few times via live chat an email with absolutely no resolution. Just reassurances that the problem will be fixed with no indication as to when and/ or what the resolution will be. Meanwhile, I'm missing out on event currency. Not really a huge problem since I've got the bonus now twice on both of my towns, but still. I'd like those elves, if they are going to be useful in phase two!! It just amazes me that there is such a disconnect with how CS deals with problems. In the email I received, the rep told me there was no way he can add the elves to my game, despite me telling him that several people have reported here that they did have a rep put them in their inventory. He offered presents or donuts instead, but then, I never heard back. Its been 4 days now. I am 'victim' now of CS burnout, meaning I can't be arsed now to even try anymore.....which I think is something EA hopes for with the constant run around. I've read all the threads about what people have been told during their CS experiences via live chat and email and its so similar to my own. Then we hear about your experience and think...wtf?? Why do people have to jump through so many hoops to have their issues resolved????

Sounds great! Pleased for you that your situation was so well resolved. Hope everyone with this glitch gets it fixed soon!

Congrats, it sounds like you got some great help!

I've already been on Web chat 3 times to report missing elves all to be told that they couldn't be added. After seeing this I went back on and got the 3 elves added. I think the key to getting a good result is to preserver.

I'm not finding the live chat, just a phone line... There's no live chat outside USA?

I'm in UK, I have live chat and phone but no call back option.

I thought this was going to auto fix in 24 hours. He's still MIA in town C.

The phone calls actually work. I talked with Gabe (also out of Texas) who got me Zutroy. fast response time.

I also talked with a rep from Texas -Aaron - who was extremely helpful, placed Zutroy in my town (an elf still missing, but I'm not too worried about "her", and gave me a bunch of donuts. Exceeded expectations!

Edit - it was the call-back option that cdepast recommended.