Lost about 130. And no word from ea help staff. As they just keep closing my tickets
Are you in an area where you can request a call back from EA? If so, you might have more success. If not, try Live Chat instead of emailing (I'm assuming you emailed them from what you have said - I apologize if I'm wrong)
I noticed that the info about donuts was updated last night so got in touch again. I got my donuts back. Nothing extra for "goodwill". They are still there this morning. Touch wood.
I'm going to screenshot every added donut until we get a patch. I'll be very annoyed if I lose more and have to waste time again. I didn't move anything til after the loss but I have moved that item back, just in case.
The process of live chat is really annoying. I would like a more business like approach rather than someone who wants to make small talk and chit chat so we can get to know each other. Please get to the point. Have a form you can put email, username, mayhem id, etc and the Ea person can see that straight away. I'm always trying to stay on point as I think of all the times I've been kept waiting in the past. Several people have given up as the waiting was too long & that's wrong.
BTW, isn't it time to sort out the "donut spend" warning "accidently" getting turned off? I lost donuts to it last year and this led to a long, futile correspondence with EA to try to get them back. They kept closing my case and I eventually gave up. My husband lost 2 donuts with the SH update but thinks life is too short to waste trying to get them back. My opinion - it's no accident!
Started off with approx 130 donuts before update, lost 93 (37 left) the other day, and lost another 30 today. Now I'm down to 7 measly donuts. I hope ea can fix this soon but this sounds like a massive problem and can't see how they can reimburse everyone the exact amount they lost....Very random amount of donuts people are losing...
After [finally] getting someone to restore my donuts yesterday morning, I lost a few more last night. I'm not going to chat with EA rep after EA rep again, so please, EA, fix this quickly before everyone stops playing this game.
UPDATE: Just had a very quick and productive chat with Norman from EA. He, like so many others, assured me that the studio team is working on a fix, but he immediately returned my donuts. For now, that's all I can hope for.
It was nice to get some donuts back yesterday. It now this morning I won 5 on Sideshow You and it didn't add any donuts to my balance. Agh, frustrating!
Lost 28, contacted EA for a second time, guy named Malcolm gave me 30 back "as a gesture of goodwill". All right, I'm happy to get my donuts back, but "a gesture of goodwill" to me implies I might not have been honest about losing them. I'm sure it's just part of the script, but wording can be quite powerful in both a good and a bad way.
Pretty sure the root cause was me moving SF buildings from SF to SH. Haven't done it again and it hasn't reoccurred.
A "gesture of goodwill" in no way implies any suspicion of dishonesty on your part - it's a standard phrase, and it simply means that the party offering a "gesture of goodwill" (in this case, EA) is doing so to demonstrate its good intentions.
Yes, I agree completely with CL Wigg. And the poster above him, as they said, the 30 donuts refunded, rather than the 28 you lost, was the "gesture of goodwill". The extra 2 donuts was not required, but it was a way of them apologizing for your bad experience. I do not believe they question your honesty at all, and I am sorry you felt that way.
They are back !!!. My donuts have returned on the third time of asking. Apparently it is all fixed. Thank you to everyone for help in telling me how to contact, but it was using yesterdays updated info that seems to have done the trick. Thank you johncolombo for that info. Hopefully now everyone should see theirs return. Defintely worth asking again.
I lost 18 donuts but a quick live chat session got them (plus 2 more) restored with no trouble.
I've been trying to watch my donut count carefully but I didn't notice the loss right away, maybe because it went from 986 to 968 and the two numbers look so similar. I did notice however that the 18 happens to match the amount of donuts it offered to let me buy a square of land for when I didn't have enough yoga mats. Obviously I canceled, and later went back and purchased it for the 15 yoga mats once I had accumulated enough, so maybe the bug is that it kept that donut amount somehow and charged both the donuts and the yoga mats when I went back for it. Or it might just be a coincidence, I don't know.
Bummer. Still no fix? I have been waiting to play. Was hoping the change over to the new week's prizes would do the trick. Still hoping for an easy fix so that everyone can get their donuts back soon. I was glad to see everyone trying to help each other. That is what continues to make this forum a good place.
The last screengrab I have of my game and donut totals is 7/25 in the afternoon (I was at 184 and it was stable at that number on 7/26, 7/27 and 7/28, so I stupidly didn't capture those days) logged in this morning, ran a few chair collection runs and noticed my donut total had been reduced to 0.
Things I did in my town between 7/28 and 7/29 -- levelled up valet parking to level 5 (I don't like the look of the mansions and am not grinding for higher REV, I'm focusing on things I like the look of, I'm around 60M REV right now), purchased/placed a 2nd beach front stair case for 50 chairs, purchased the land square for 50 tablets on the beachfront, added Marge to the characters earning (Dr Hibbert was the next unlockable but I still needed some item to unlock him)) (for completeness, My Costington's has been in SH from the beginning and I didn't see a donut reduction before this one)
I liked the decorating potential of this update (even if I was never going to reach the highest levels of prizes but right now I'm off to report to support (I was willing to gamble with these donuts as they were all donuts I earned as bonus donuts in the last couple of events but I'm not going to spend money to replace them) and so will not be playing until a fix is launched (my two side towns are still at a screnncapped/stable number of donuts but they are at a lower REV, lower level of leveling up
The last screengrab I have of my game and donut totals is 7/25 in the afternoon (I was at 184 and it was stable at that number on 7/26, 7/27 and 7/28, so I stupidly didn't capture those days) logged in this morning, ran a few chair collection runs and noticed my donut total had been reduced to 0.
Things I did in my town between 7/28 and 7/29 -- levelled up valet parking to level 5 (I don't like the look of the mansions and am not grinding for higher REV, I'm focusing on things I like the look of, I'm around 60M REV right now), purchased/placed a 2nd beach front stair case for 50 chairs, purchased the land square for 50 tablets on the beachfront, added Marge to the characters earning (Dr Hibbert was the next unlockable but I still needed some item to unlock him)) (for completeness, My Costington's has been in SH from the beginning and I didn't see a donut reduction before this one)
I liked the decorating potential of this update (even if I was never going to reach the highest levels of prizes but right now I'm off to report to support (I was willing to gamble with these donuts as they were all donuts I earned as bonus donuts in the last couple of events but I'm not going to spend money to replace them) and so will not be playing until a fix is launched (my two side towns are still at a screnncapped/stable number of donuts but they are at a lower REV, lower level of leveling up
it's a shame, I liked the new fences
eta: live chat is great got the donuts back within the hour plus some apology donuts -- lesson learned screenshots are your friend (I still won't play once I confirm that the donuts were returned until we are told the glitch was fixed -- I don't want to risk it and I don't want to add more problems onto the EA support people's desks
Live chat did a good job! They refunded my missing donuts! Good luck to everybody who is still missing donuts but I am sure that live chat will help you!
Replies
Are you in an area where you can request a call back from EA? If so, you might have more success. If not, try Live Chat instead of emailing (I'm assuming you emailed them from what you have said - I apologize if I'm wrong)
I'm going to screenshot every added donut until we get a patch. I'll be very annoyed if I lose more and have to waste time again. I didn't move anything til after the loss but I have moved that item back, just in case.
The process of live chat is really annoying. I would like a more business like approach rather than someone who wants to make small talk and chit chat so we can get to know each other. Please get to the point. Have a form you can put email, username, mayhem id, etc and the Ea person can see that straight away. I'm always trying to stay on point as I think of all the times I've been kept waiting in the past. Several people have given up as the waiting was too long & that's wrong.
BTW, isn't it time to sort out the "donut spend" warning "accidently" getting turned off? I lost donuts to it last year and this led to a long, futile correspondence with EA to try to get them back. They kept closing my case and I eventually gave up. My husband lost 2 donuts with the SH update but thinks life is too short to waste trying to get them back. My opinion - it's no accident!
UPDATE: Just had a very quick and productive chat with Norman from EA. He, like so many others, assured me that the studio team is working on a fix, but he immediately returned my donuts. For now, that's all I can hope for.
Yes, I agree completely with CL Wigg. And the poster above him, as they said, the 30 donuts refunded, rather than the 28 you lost, was the "gesture of goodwill". The extra 2 donuts was not required, but it was a way of them apologizing for your bad experience. I do not believe they question your honesty at all, and I am sorry you felt that way.
You're more lucky than others.
I've been trying to watch my donut count carefully but I didn't notice the loss right away, maybe because it went from 986 to 968 and the two numbers look so similar. I did notice however that the 18 happens to match the amount of donuts it offered to let me buy a square of land for when I didn't have enough yoga mats. Obviously I canceled, and later went back and purchased it for the 15 yoga mats once I had accumulated enough, so maybe the bug is that it kept that donut amount somehow and charged both the donuts and the yoga mats when I went back for it. Or it might just be a coincidence, I don't know.
I hope they figure it out and get it fixed soon.
Things I did in my town between 7/28 and 7/29 -- levelled up valet parking to level 5 (I don't like the look of the mansions and am not grinding for higher REV, I'm focusing on things I like the look of, I'm around 60M REV right now), purchased/placed a 2nd beach front stair case for 50 chairs, purchased the land square for 50 tablets on the beachfront, added Marge to the characters earning (Dr Hibbert was the next unlockable but I still needed some item to unlock him)) (for completeness, My Costington's has been in SH from the beginning and I didn't see a donut reduction before this one)
I liked the decorating potential of this update (even if I was never going to reach the highest levels of prizes but right now I'm off to report to support (I was willing to gamble with these donuts as they were all donuts I earned as bonus donuts in the last couple of events but I'm not going to spend money to replace them) and so will not be playing until a fix is launched (my two side towns are still at a screnncapped/stable number of donuts but they are at a lower REV, lower level of leveling up
it's a shame, I liked the new fences
eta: live chat is great got the donuts back within the hour plus some apology donuts -- lesson learned screenshots are your friend (I still won't play once I confirm that the donuts were returned until we are told the glitch was fixed -- I don't want to risk it and I don't want to add more problems onto the EA support people's desks