EA Customer Support response

bleuberrie3 · February 5, 2013 6:10PM

Another example of how well informed different branches of EA are there seems to be little communication between horizontal aspects so they just shove people off to another customer relations department, and its bad when it affects customers because like you there just getting tossed around without any actual help

iBuzz7S · February 6, 2013 3:04AM

I've contacted community managers a number of times, including on Facebook and Twitter. They never respond to any negativity, they only acknowledge positive things.

Unfortunately, they are little to no help. Funny thing is, you get better support from random people who play the game and not those who actually built and developed it.

AlaskanAsh · February 6, 2013 5:44PM

So how are those of us who are locked out of the game supposed to resolve the issue?

DevilOx79 · February 6, 2013 9:00PM

I think I have found the cause to why people are being locked out the game. Was anyone betting or in the middle of the race at Springfield Downs, when for whatever reason the game closed on your device. I had to sto playing because something came up when I was in the middle of of a race. Another user has posted it crashed when he was betting at springfield downs.

hustlerfanzi · February 7, 2013 1:47AM

I cannot recall why, but it's getting on my nerves.

asadlersd42 · February 7, 2013 2:06AM

DevilOx79 wrote:

I think I have found the cause to why people are being locked out the game. Was anyone betting or in the middle of the race at Springfield Downs, when for whatever reason the game closed on your device. I had to sto playing because something came up when I was in the middle of of a race. Another user has posted it crashed when he was betting at springfield downs.

I don't think this has much to do with it most people locked out got leveled up to a glitch level 26 was wasn't suppose to be released. I haven't been able to play for more than a few seconds since this occurred days ago.

Struwwl · February 7, 2013 3:30AM

asadlersd42 wrote:

DevilOx79 wrote:

I think I have found the cause to why people are being locked out the game. Was anyone betting or in the middle of the race at Springfield Downs, when for whatever reason the game closed on your device. I had to sto playing because something came up when I was in the middle of of a race. Another user has posted it crashed when he was betting at springfield downs.

I don't think this has much to do with it most people locked out got leveled up to a glitch level 26 was wasn't suppose to be released. I haven't been able to play for more than a few seconds since this occurred days ago.

Um, yes, it happened to me, too. I was betting, but then I accidentally closed the game...and since then it's crashed...

maxi448 · February 7, 2013 5:34AM

Please tell me they are working on a fix?? My game stopped working due to the same reason placed a bet on Springfield Downs race was almost over game froze so I closed the game and restarted it now it freezes on the loading sceeen with a harp sound repeately playing. So annoyed by this have paid money to get donuts numerous times and almost done everything in the game......

edwardaggie9 · February 7, 2013 8:27AM

DevilOx79 wrote:

I think I have found the cause to why people are being locked out the game. Was anyone betting or in the middle of the race at Springfield Downs, when for whatever reason the game closed on your device. I had to sto playing because something came up when I was in the middle of of a race. Another user has posted it crashed when he was betting at springfield downs.

Not my experience. Mine had nothing to do with Springfield Downs.

edwardaggie9 · February 7, 2013 8:29AM

Thanks for the intel, @bleuberrie3, and for suffering on hold and through EA's **** for the rest of us. I submitted a ticket on Tuesday, and, of course, haven't heard a thing other than the automated "we got your email" email.

They really, really do suck.

taker6935 · February 7, 2013 8:34AM

I've been locked out since Saturday.
Deleted app, turned off phone, repeat rinse repeat etc etc etc.
Been trying this for 4 days and I can't get past main screen.
I am very upset considering this game has made EA over 100 million in sales this quater alone.
Fix it please

edwardaggie9 · February 7, 2013 12:04PM

So here's a story of a company that gets it, unlike EA. I have a digital subscription to The New Yorker, delivered via the iPad Newstand. For the past couple weeks, I can't access the app when I don't have a wifi signal. I submitted a ticket late last night, like 10 p.m. my time.

I just received, at 12:30 p.m. today, a full response from their customer support, letting me know that it's a known issue, it has to do with the iOS 6.1 update, they're working on it, so for now, sorry, it doesn't work without a signal but we're working on it.

THANK YOU. That's all I needed to know. I didn't even need them to solve the issue yesterday. But INFORMATION is key. So Conde Nast is a company that does it right.

taker6935 · February 8, 2013 2:50AM

Funny it's an iOS issue since if I log out and start from scratch it works
Meaning sign out completely and start a brand new town (which there is no way that I will do)

homerdjw · February 8, 2013 9:54AM

I have the same problem since Sunday (5 days now). Same steps, but I did get some replies from EA, the same questions three times, and they only time they were answering email was between 7PM and 8PM GMT. Yes 1 hour of support a day. Awesome.....

After finding out the same thing as Taker (if you logout of Origin then play it'll work fine, but with a fresh town) and telling the support team, I was continually asked specific question about my device. I use an iPad 3 and could also replicate the problem on demand on my iPhone 5 yet all they wanted was more information on my iPad.

Try their twitter account. At least that way it's completely public and they can't hide

@AskEASupport

I did and I feel I got a little further

taker6935 · February 9, 2013 10:29AM

Cool, I tweeted them,
Doubt it will help though

NStanger91 · February 10, 2013 10:59AM

At least you got some sort of reply I've been waiting a week with no response at all :-( the longer it takes to fix the less I want to go back to playing

EA Customer Support response

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