But this brings up another issue I have with computer users, you cannot force a machine to do something it is not made/programmed for. One does not expect the dishwasher to wash clothes or vice versa, do we? We know the dishwasher is not made to handle clothes, so we don't even try! Each machine has its own set of limitations.
The Mac has and always will be labelled as a non-gaming machine as long as game developers never bother to develop on Macs natively - porting code over is a poor substitute as compatibility and other performance issues are introduced.
I am running 10.6.8 with a NVIDIA GeForce GT 330M card. My game ran surprisingly well before the installation of Pets...rarely crashed at all! Totally unplayable now, though, unfortunately.
Other users running 10.6.8 have said the game runs great, so...who knows. Maybe it's my graphics card.
Yeah, it's even on the requirements on the case. GeForce 6 series or higher..
I understand that you have been experiencing persistent issues with The Sims 3
Pets on your Mac and I wanted to reach out to you in regards to the matter. I am
sorry that the game and the issues that have come with it have been such a
disappointment for you. You expected a new, functioning game when you purchased
it but instead wound up with a game that has been having difficulties running
well on the Mac system. That is definitely not something anyone wants to get
when they spend good money on a product, and that is also not what we want you
to receive when we put out a game.
So I can get the most accurate information for you, what operating system and
graphics card are you running? Also, what processor does your Mac have?
I don't want to waste your time with additional troubleshooting that you have
already done or that won't make any difference, so once I get those
specifications back from you I will find out whatever I can as to what can or
can't be done for the matter. I want to get you the best answer possible and I
intend to do whatever I can to obtain that.
If you have any other questions or concerns that you would like to bring to my
attention please feel free to do so. I am happy to assist you in whatever way I
am able. Thank you for sharing your time with me and I will look forward to
hearing back from you!
World Wide Customer Experience | Executive and Customer Relations
The final word from Kenny Benedict is quite as I suspected:
As I mentioned in a previous email, I have had similar luck fixing this with other players that have the same operating system and graphics card. In short, The Sims 3 Pets needs the graphics card to be updated to the latest driver version. Leopard’s most current driver for this card was back in 2009, which is causing the issue at hand.
The best option at the moment I can recommend is to upgrade your operating system to Snow Leopard. This will update your graphics card driver to the most current one available for the Mac (2011 driver). If you are interested in please visit Apple’s website for purchase details - http://store.apple.com/us/product/MC573Z/A. I was informed that this costs $29.99 and they throw in free shipping. Apple will be able to clarify the exact details. The customers that have upgraded from Leopard to Snow Leopard have stated this has resolved the crashing/freezing.
We are also actively collecting all user data associated to this issue. This information is being sent to the team responsible for The Sims so they can identify and address the problem. There is not an estimated time for a fix at the moment.
If you are not interested in pursuing this recommendation, I completely understand. Please let me know your thoughts on this, and if I can do anything else for you.So they are aware of this problem, they are compiling data to send to the Sims team (I wish Kenny B worked on the Sims team, he seems like 10x smarter than they are!) but there is no ETA on when those users who can't afford Snow Leopard will actually be able to play their game. Here is my answer:
As I'm sure you expected, I am not at all satisfied with this response. I understand that it is the best that you can offer at this time, and I do appreciate your honest attempt to help solve my problem.
However, the issue remains that you are now asking me to spend $30 to fix a $40 game that obviously should not have been sold in the first place, given the vast number and severity of problems that have been experienced by both Mac and PC users since its release. That is $70--nearly twice what the game is worth--that I would rather spend on more important things, particularly as these issues are, as I have pointed out before, ultimately the fault of the manufacturer rather than the consumer. According to the system requirements on the back of the Sims 3 Pets box, I need "Mac OS X 10.5.7 Leopard or higher" and "Nvidia GeForce 6 series or better" to run the game. My computer exceeds both of these requirements, meaning that what is advertised on the box is in fact patently false. If Sims 3 is not compatible with a Mac system, then EA should not advertise it as such. It's that simple.
It's clear from looking at the Sims 3 Mac forums that my OS/graphics card combination is a pretty common one, and the box itself states that the game should work on my machine. The game should have been product tested on as many Mac and PC environments as possible before it was released, and it evidently was not, or these issues would have been spotted and resolved before your customers wasted their money. This is not the first time that EA has sold a game riddled with problems, glitches and "features" that don't work--this is just the first time the game has been completely unplayable.
I feel EA owes its Mac customers a serious apology and a full refund for selling them a product that does not work despite all promises to the contrary, and then going on to tell them that they really need to spend nearly double the price of the game if they actually want to play it. It feels a little like your company is holding our game ransom (though I am aware that, thankfully, what I spend at the Apple store doesn't flow back into EA's bloated bank account).
I am glad to hear that your team is compiling information and that a fix is in the works, though it's highly disappointing that this fix does not seem to be forthcoming. While you personally have been a pleasure to work with, EA's customer service is, by and large, abysmal, and I am appalled at the treatment of Mac customers. Although, from what I have heard, PC users don't fare much better. Again, I would like to register my serious dissatisfaction with this solution and with the fact that this issue wasn't caught and solved before the product ever went on the market.
Thank you again for your assistance. I will let you know if I decide to purchase Snow Leopard and, if so, whether or not it actually works for me--some other players I have spoken to on the forums reported no change, while others claimed that the upgrade fixed everything. I'm sure that information would also be helpful for your report to the Sims team.Poor Kenny. I tried to let him know that I am actually quite pleased with the way he has dealt with me, but I just absolutely hate his company and everything it stands for. Don't let that come between us, Kenny B! I'm unsure if he'll respond to this one, as his last line sounded rather final. I suppose this is a temporary end to our saga.
The big question is, though: why was I able to get this information only after going through a whole song and dance with an EA representative? Why hasn't this information been freely offered on the forums or the website by the "gurus" who supposedly monitor this place? Why hasn't EVERY Mac user suffering from these issues been told exactly what I was just told, without needing to send email after email?
I imagine they're worried about the effect the information might have on their sales--"Yeahhhhh, we know your game doesn't work at all and we don't know how to fix it yet, and we don't know when we WILL be able to fix it, and we don't know why we didn't catch this massive issue until after the game was released, but hey, don't worry about it! Spend your next $40 on Sims 3 Showtime! We promise, it won't be the catastrophe that Pets is! WE PROMISE! Don't you trust us anymore?!" :roll:
As I stated in my email to Kenny B, I remain on the fence about purchasing Snow Leopard. I guess it would be good to upgrade my system, as it is almost three years old at this point, but that is also money that I could certainly find much better uses for. I have heard from some of you that the upgrade worked, but others have reported that it didn't do anything, so it's really just a $30 gamble.
At any rate, I hope this has been helpful, although I fear it has also been disheartening, for those of you suffering from this issue. Again, I encourage everyone to get in touch with EA and let them know exactly how you feel. Executive contact info is in the first post on this thread, or go on the website and email tech support.
i have the horse issue. i have actual gone so far to completely avoid pets in my game(never can find the unistall file). i bought this with my christmas money and i can play a few hours but constatly have to save. my laptop is from 08 or 09 but its up to date and so is my game. and i'm a 16 year old i can't or do i have the money to go buy a new computer, video card,etc .
I think the point that is missed here, though, is that a lot of this is not information that the average user can be expected to have.
For many players, it's not about which one is a gaming or non-gaming machine, how well the game is ported, which graphics card is running on which operating system or any of that other stuff. It's about "Hey, look! This is a computer game, and I have a computer. And hey, look! According to this box, this game is able to run on my computer, because I meet or exceed all of these requirements. Well, this looks like fun!" Sally Simmer doesn't know that her computer is not "made/programmed" for gaming. She just knows that this Mac works well for her lifestyle, and according to the manufacturer, she can also play a game on it.
I actually had a rep from Apple make a statement that I sent to EA, he filed a complaint and said that if more complaints are filed, Apple will reconsider doing future business with EA. I bet they'd make a patch then.