Preorder Pets Limited Edition invalid?

[Leto85]

Hi guys,

I've preordered Pets months ago but the only mail I've got back from the Origin was the one that my preorder was invalid because they havent got a payment from me in the last 15 days. I was send to the website www.findmyfolder.com where I have to put the Order Number and my password to search the order by putting in my Order Number and password but it didn't work, or is it a different password than my EA-account? I also could search by Email adress and the last 5 digits of my credit card, but I don't have a credit card.

Now I was going to ask the EA helpdesk about how this can be solved, but after I got to the 'klantenservice' (customer support) and go to 'contact the customer support', or whatever that is in English I got to this site: http://www.ea.com/. Where can I contact the customer support? I can't find it on that website.

[Seabody]

About customer support, you use this page: Support.
You can do it all from there. A warning, though: EA has a bad Customer Support centre. I sent them an email months ago, and I still haven't receieved a reply.
If you can find a phone number for the Netherlands (I couldn't find one for America, at plain sight), I would say call them, don't email - then you can guarantee you get a reply.
Side note: I went the extra mile for this. I had to have both my username and my password resent to me.

EDIT: And I didn't mean to bash EA, so I'm really sorry if it comes across that way.

[Pam]

I've had very good experiences with EA Customer Service.  They respond quickly to me and have been very helpful.  Not everyone has a good experience, of course, but please don't shy away from contacting them when it's really necessary.

Leto, this actually sounds a little suspicious.  EA wouldn't send you to a site called www.findmyfolder.com.  That's completely outside of their website.  Asking for your order number, password, last 5 digits of your credit card...  that all sounds not quite right.  Are you positive the email came from EA?  Where did you place the pre-order and how did you pay?  Do you have the original confirmation email for the transaction?

[Ferretmania]

When you click that link ( http://www.findmyfolder.com/) it takes you to a site with another webadress http://www.landango.com/ so it pretty much looks like a scam to me.
And as Pam says it takes you outside their website so I wouldn't trust it.
 
As to your question about contacting customer support.
On www.ea.com you click Help ,it takes you to their help site. To the left under support links there's a link saying "contact us".
When you click that,you get the option to choose what product ,platform and category you want to contact Ea about. Choose Sims3 pets,PC (or whatever platform you're buying the game for) and then choose billing/purchasing as you category.A subcategory pops up next to the category where you choose subscription/purchase inquiries.
You then get the option to choose either phone or live chat as contact option  
 
 

[Leto85]

I've had very good experiences with EA Customer Service.  They respond quickly to me and have been very helpful.  Not everyone has a good experience, of course, but please don't shy away from contacting them when it's really necessary.

Personally I have a good experience with EA myself. Last time I've asked them about how it come that I had payt for simpoints, but didn't received the points they replied within 30 minutes in a very colied way, just like I contact them actually.
The next day, the problem was fixed.

Leto, this actually sounds a little suspicious.  EA wouldn't send you to a site called www.findmyfolder.com.  That's completely outside of their website.  Asking for your order number, password, last 5 digits of your credit card...  that all sounds not quite right.  Are you positive the email came from EA?  Where did you place the pre-order and how did you pay?  Do you have the original confirmation email for the transaction?

I can send you the mail Pam, but it is in Dutch. I'll send it to your personal email anyway. I know you have a translation website on your hand. If there is anything you want to know, please ask me.

The title of your mail is: FW: Origin - Bestelling geannuleerd (bestelnummer10746193923). I'm noting this here so you won't accidentially see it as spam and trow it away.

[Leto85]

I've send a message to EA. Thank you Ferretmania for reminding me to the correct page. The previous time they helped me very fast, but that was around worktime, so I think I can expect a message back tomorrow. I will update this topic when I have more information.

[Ferretmania]

You're welcome. I'm glad you found it useful

[NonaMena]

You can also get help with Origin by clicking on the question mark box in the upper right area in the Origin client. There is a Live Chat option in the upper right area of the help box that pops up. This only works if you set the language in your Origin to English, though (cogwheel-> settings). So if you want to conduct your business in another language you have to go through their website.

[Leto85]

You can also get help with Origin by clicking on the question mark box in the upper right area in the Origin client. There is a Live Chat option in the upper right area of the help box that pops up. This only works if you set the language in your Origin to English, though (cogwheel-> settings). So if you want to conduct your business in another language you have to go through their website.

Ah thanks, I will keep that in mind.
And welcome to the forum both Ferretmania and NonaMena.

[Ferretmania]

Thanks Leto 

[Leto85]

As I've promised I would note here the outcome of the mail I've send.

1. I got a mail back the 29th of September and the customer support were saying that there was a double order so they canceled one and completed the other.
I believe I have more orders like this for the same expansion (due to my memory problem this could be a possibility) so I have to dive into my bank account again to see if I have to ask EA again to cancel some other orders. I don't like to end up with 4 Pets expansions of course.

2. For my second question about the legality of the website www.findmyfolder.com they simply said that this option is only available to Americans. I got the feeling that this goes a bit against what Pam has told here a few topics above so I will ask more about this. It could be they have misunderstood my question.

[Esther1981]

I didn't get an invalid notice, but I pre-ordered Monday then checked my credit card, and it was taken out which is good. A few days later however, I checked again and the money had been put back on, and there was no mention of my order from Origin. I was really hoping they would keep the money because I don't want to forget and accidentally buy something and not have the money in there on release day. I've had good service from customer service, the couple times I've had to contact them. Maybe I'll contact them again.

[Leto85]

I didn't get an invalid notice, but I pre-ordered Monday then checked my credit card, and it was taken out which is good. A few days later however, I checked again and the money had been put back on, and there was no mention of my order from Origin. I was really hoping they would keep the money because I don't want to forget and accidentally buy something and not have the money in there on release day. I've had good service from customer service, the couple times I've had to contact them. Maybe I'll contact them again.

Maybe you'll contact them? Esther, you should! The thing is that it won't take up any time long anymore before this expansion actually will ship so you better get EA know about this. The sooner they fix this the better.

[Esther1981]

Maybe you'll contact them? Esther, you should! The thing is that it won't take up any time long anymore before this expansion actually will ship so you better get EA know about this. The sooner they fix this the better.

Thanks Leto. You're right. I sent them an email and they said I will get a response within 24 hours. I even included a screenie of the email I received Monday confirming my order.

EDIT: Awesome news! I just checked my email and this was waiting on me. I uploaded it through photobucket because it's not technically the sims.


Not sure about the discount, although I wonder if it applies to simpoints.  Thank goodness it was resolved and I will get it the 18th!

[Leto85]

I didn't get a mail like that. Only a convermation that the order was succesful. Strange.
I hope I get the game in time.