General Info

Chat start time Mar 6, 2013 7:56:31 PM EST

Chat end time Mar 6, 2013 11:30:26 PM EST

Duration (actual chatting time) 03:33:54

Operator Sharat

Chat Transcript

info: Your approximate wait time is 146 minute.

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info: You are now ready to chat with Sharat.

Sharat: Thanks for contacting EA Help! My name is Sharat how may I help you?

you: Hello

you: That was quite a long 25 minute wait

Sharat: Hello Benjamin.

you: This is reguarding SimCity, the newest release and my purchase

Sharat: Okay. First of all, please accept my apologies for such an unusually prolonged hold time. We are experiencing high chat inflow today.

you: I'm quite sure of that.

you: I bought the game as a preorder under the pretenses that it would be, at least in some part (such as single player), playable. However it has not been, and that is not the major issue, only a accompanying issue. The cloud storage does not work and repeated works have been lost when I can log in and not crash. No local storage is available and I cannot access my lost cities. The DRM is absolutely making the game unplayable.

you: The server load is expected, but a local save is very easy. even a 100mb save file redundant with the cloud for single player when the srevers are down would be accepatable.

you: I would like a refund for the preorder as I was not delivered a working product on March 5th

Sharat: I am truly sorry for this bad experience, may I ask if you have performed any trouble shooting steps till now, Benjamin?

you: Yes. Temp file deletions, run as administrator, changing NETBIOS, and updating/ rolling back drivers

you: This is not a client side issue as both the intro program and forums indicate

Sharat: Okay. May I have the order number please?

you: 1354215XXXX

Sharat: Thank you.

Sharat: Could you please provide me the billing address, billing phone number, billing email address and last 4 digit of the credit card number for verification?

you: XXXX XXXXX Road Apt 216 XXXXXXX, SC XXXXX

you: XXXXXXXXXXXX@gmail.com

you: Paypal account used, paypal mastercard last 4 are XXXX

you: Paypal account ID is same as the email - XXXXXXXXXXXXX@gmail.com

Sharat: Thank you. However I am afraid that the address and the email ID are incorrect.

you: Previous address was XX XXXXXXX XXXXXX glen, XXXX XXXX sc XXXXX

you: Sorry XXXXXXXXXXXXXXX@bearsa.com

Sharat: Thank you. Would you mind, if I place your chat on hold for couple of minutes?

you: Not at all. Also XXXX XXX address was XXXXX, not XXXXX

Sharat: Thank you for that clarification ^_^

you: No problem

Sharat: Thank you for waiting. I appreciate your patience.

Sharat: Your refund has been processed. You should be receiving the refund within 5-10 days.

you: Thank you. I do intend on pruchasing once the cloud and servers are stable.

Sharat: ^_^ I am happy to hear that Benjamin for giving the game one more chance. I truly hope that you wouldn't be disappointed again.

you: Thank you for you time

info: Your chat transcript will be sent to XXXXXXXXXXXXXX@bearsa.com at the end of your chat session.

Sharat: I'm glad that I was able to help you. Is there anything else I may assist you with?