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Post by HobbesIsReal on Nov 11, 2017 22:15:45 GMT -5
Yesterday my game had an error and then a lot of things stopped working....like the character button in the left corner didn't work, rail yard stopped working, etc.....Late today they called to help. They are going to have to reset my game to 2 days ago, which I suspected would have to happen.
The challenge is I earned 170 donuts in the last two days....100 donuts from a paid Scratcher and the rest earned from farming. She kept on saying I would lose anything from my progress in the last two days and resisted to confirm she would replace any missing donuts if not present after the game was restored.....even tho I used real for 100 of those donuts.
After 1 hour and 3 minutes of only getting vague non committal answers to having my donuts restored she disconnected the call....without resolving my broken game.
I requested a second call back. He called 2 hours later put me on hold to review my claim. Within 90 seconds of coming off hold he disconnected the call....obvously without resolving my broken game.
Neither bothered to call me back after obviously not resolving the issue.
So......once i can get someone who will not hang up....with 2 days left in the Harry Potter event, my game will be rest to 3 days ago.....leaving me no physical way to earn the Montymort character.
Just venting......so frustrating......
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Post by HobbesIsReal on Nov 13, 2017 13:47:33 GMT -5
so I am now on my 3rd EA customer support rep.......this one seems to be working to actually recognize the issue and honor the need to restore items I would loose when they restore my game to several days ago.
BUT......time will tell once my game to restored and if they will honor adding my missing donuts and inventory after that.
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Post by mokkabee on Nov 13, 2017 15:49:55 GMT -5
Good luck hopefully you’ll get your donuts back
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Post by HobbesIsReal on Nov 13, 2017 17:01:50 GMT -5
Here is the answer I got back a few minutes ago. Apparently this is a bigger issue than just my profile...... Here are the issues I am having: - Initial error…. When I tried to clear Montymort fight it normally shows how many toads and goblin gold was earned. Instead it had a weird symbol and 0. Then I could not tap to end the fight task. I had to close the game and reload it and I could tap on 1 character in the fight task, but no more. I had to restart the game to tap on each individual person in the Montymort fight task. Once this error hit all of the following errors started too……
- The character button broken…. in the top left will not jump to any character
- Rail Yard broken… is not working correctly. Suppose to always available cycles of prizes. That is missing. When I on the notebook tab in top right corner there are 3 tabs for daily challenge / rail yard / Road To Riches. When I tap on rail yard then the 3 tabs on the left change to all the 4 tabs in the Harry Potter event. I earn 10 donuts a day with the rail yard. I have not been able to earn that for the last 4 days so I have lost 40 donuts so far due to this error.
- Springfield Heights all locked…. I had 100% of all the characters unlocked but now they are all locked.
- IRS Building Tap Radius Lost…. I had upgraded my IRS building all the way shy of the last step. So I had a huge radius of clearing items when I tapped. I know have barely any radius. So what would take 1 tap now requires 5 or 6 additional taps to clear the same items. Between this and the character button not jumping to characters it now takes nearly 20 minutes LONGER to clear my town ever 4 hours.
- Claw Game Broken….. the claw game now gives the even currency of bowling shoes instead of inventory items.
- Chili Inanity Game Broken…. no longer works. Normally this can be done every 8 hours. I have not be able to do it for 4 days now.
Here is their latest replies: I asked of an guessimated time frame and here is very timely response: |
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Post by HobbesIsReal on Nov 14, 2017 18:19:23 GMT -5
Well....apparently this is a glitch that EA has known about for at least 5 months now. Here is a thread on this issue dating back to June 25th.... EA Forum LINKI had this same issue earlier this year and restoring to the last working day fixed the problem. But I have now gone through 8 different reps now with the same canned answer that this is a known issue and will be fixed in a future update and just wait. But as is shared in the shared above....they have been saying that for the last 5 months. And they will not even try restoring my game to last week to see if it will fix it again. |
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Post by HobbesIsReal on Nov 15, 2017 14:46:09 GMT -5
Okay after I was unrelenting in accepting the SAME canned copy & pasted "official" answer, the 9th rep finally was honest...... Basically he said that when I was hit by this same bug a few months back, they did roll my game back and it fixed it. But now that there are soooo many people hit with this bug they are taking the time to roll back each individual game effected. Instead rolling back the games (which they know does fix the glitch) they are now enforcing the rule that if anyone is hit by this bug the simply have to deal with on their own and wait until they fix it on the backend..........which they have been working on for at least 5 months so far!!!! So until they eventually fix it, I will never be able to - Get the free 5 free donuts a day as my Rail Yard is broken. So far I have missed out on 60 free donuts and counting 5 more missed donuts a day until fixed
- I cannot jump to a character and have to manually search my whole town or look them up individually via town hall because character button in top left corner is broken.
- Have to do 5 extra taps for every 1 tap I used to be able to do because the IRS tap radius is not reset back to level 1.....that adds up to hundreds of extra taps really quickly
- Cannot play the Insane Hot Pepper Cauldron Game
- Cannot Play the Claw Game
- Cannot do anything with SH, unless I want to go through and unlock every character again
- Cannot finish Monty Mountain of Gold as that was reset to level 1
- and what ever else broke with this glitch I can't think of at the moment.....
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Post by mokkabee on Nov 15, 2017 14:54:06 GMT -5
Okay after I was unrelenting in accepting the SAME canned copy & pasted "official" answer, the 9th rep finally was honest...... Basically he said that when I was hit by this same bug a few months back, they did roll my game back and it fixed it. But now that there are soooo many people hit with this bug they are taking the time to roll back each individual game effected. Instead rolling back the games (which they know does fix the glitch) they are now enforcing the rule that if anyone is hit by this bug the simply have to deal with on their own and wait until they fix it on the backend..........which they have been working on for at least 5 months so far!!!! So until they eventually fix it, I will never be able to - Get the free 5 free donuts a day as my Rail Yard is broken. So far I have missed out on 60 free donuts and counting 5 more missed donuts a day until fixed
- I cannot jump to a character and have to manually search my whole town or look them up individually via town hall because character button in top left corner is broken.
- Have to do 5 extra taps for every 1 tap I used to be able to do because the IRS tap radius is not reset back to level 1.....that adds up to hundreds of extra taps really quickly
- Cannot play the Insane Hot Pepper Cauldron Game
- Cannot Play the Claw Game
- Cannot do anything with SH, unless I want to go through and unlock every character again
- Cannot finish Monty Mountain of Gold as that was reset to level 1
- and what ever else broke with this glitch I can't think of at the moment.....
This is painful 😖 Especially the things with the irs tapping radius the broken town hall (I am searching for characters all the time) and the lost donuts 🍩  |
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Post by HobbesIsReal on Nov 21, 2017 14:45:03 GMT -5
After Black Friday / Cyber Monday....I am going to really push EA again to fix my game before Christmas event gets too far along.
It is just sooooo wrong if they spend 6 months to try to fix a known issue that breaks players games with NO idea how many 6 months blocks of time it will take for them to figure out a backend fix.......and then refuse to fix a players game with a known solution that they know works (i.e. roll the game back to last working day and replace any new items purchased since then).
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Post by HobbesIsReal on Jan 27, 2018 1:54:45 GMT -5
WOW!!!!!! All I can say is WOW!!!!! After my game being broken for nearly 4 months. I went through over 15 EA Customer Service (CS) reps. I was denied a roll back until after completing 6 events and by the time they offered to do a roll back they said I collected too many items so they would not restore any of them (even if I paid real world money for many of those items). So my choice was continue to play a broken game or do a roll back 4 months ago and loose all of the Halloween / Thanksgiving / Black Friday / Cyber Monday / Christmas / New Years items I earned while they denied my roll back request. I was not going to loose all of the items I paid for with both time and real world money....so after 4 months I refused the roll back if they would not restore my items accrued while they stalled the roll back. But today a CS rep emailed that he fixed my game. I was worried he just rolled back my game and I lost all of my items over the last 4 months. ........ ......But all my items over the last 4 months were there! AND MY GAME NOW WORKS AGAIN!!!!!! I can now use the character button to jump to where a character is. I can now use Rail Yard and earn donuts. My IRS wide radius of clearing in a single tap works again. The mini games all work again. So I do not know what he did..........BUT there is a solution that EA has to keep all your current items and design AND Fix A Broken Game with this glitch!!!!!!!!! I did give that CS rep the EA Forum thread link with 8 months of players posting with this broken game glitch and I did ask him if he could post any help to everyone else in this thread could get the same help or what to tell the CS rep helping you to guide him to this working solution.....hopefully he does post! ============================================== Update: I did discover that there are few things I have to redo that were not restored, like - i have to still re-unlock my characters to be able to craft in SH.
- I have to start over in Rail Yard for daily rounds to get to the 5 Donut rewards for each round award again.
- I have to start over at level 1 on building items like by big cedar tree and Monty's Mountain of Gold
But these are a very minor effort to get back up to speed when looking at all the time now saved with playing with a working game. Also....in case anyone is curious..... When he fixed my game, I was able to keep all of my donuts and in game cash too! ============================================== Update: Here is the response from the EA CS rep that fixed my game to my request that he look at all the players in this thread and get this fix to help everyone here too: =============================================== Update: I have noticed two other glitches from my game being broken and then fixed...... - When tapping on the stars, I can see that I should have 493.8% Bonus (not counting hidden XP). My game is actually giving me cash back with a 596.3% Bonus!!!! I now have a mysterious 102.5% Bonus freebie that I should not have. And it does increase at a normal rate if I buy a new item with a Bonus %.
- I also just had another good glitch. After the fix I had to start over on the Rail Yard rounds, so now, which includes earning the Monorail Tunnels, so now I have 4 Monorail Tunnels going through the mountains between SH and the main town. LOL
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Post by Sarah Wiggum on Jan 27, 2018 3:48:27 GMT -5
That's great news! And nice one about he bonus/tunnels.  |
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Post by Beemer on Jan 27, 2018 18:12:39 GMT -5
Congratulations! Looks like being persistent pays. Great.
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Post by HobbesIsReal on Mar 2, 2018 13:27:59 GMT -5
Well....I was hit with this same glitch for a 3rd time this week.
So it took 3 days, 4 emails, 5 failed chat attempts, and 2 phone calls totaling over 2 1/2 hours......but I FINALLY got past all of the "we are looking into it"..."I have escalated it and they will get back to you"....."report it in the forums".....answers.
I followed my own advice.....I was always polite but very firm. Since it has only been 3 days I just wanted a roll back to Monday, I had to go through 4 EA CS reps but I made them roll back my game. The last guy who actually rolled my game back acknowledged this is an issue on EA's side and it is no a individual game / profile / player issue.
Again it proves......be polite.....be firm (do NOT take the boiler plate canned answers).......be persistent...... and you will get help to roll back your game.
So now I have been hit with this glitch 3 times (with a total of 5 months of a broken game) and have had it fixed 3 times. Two roll backs and one real fix.
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