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EA will listen to complaints on their own forums though.
Re-installs are easy with Origin and Steam. Just log in and click download. I've done it many time with both systems. The key is tied into your account and never has to be entered again.
I'm sure his higher up already know since they set the policy.
https://support.steampowered.com/kb_article.php?ref=7480-wusf-3601
Sims isn't even listed there for the retail games that Steam accepts the keys for.
That was pure class, gold star!
Thats just it, its not a problem to be resolved.
You bought the Physical version of Sim's 3, now you want a free downloadable version from Steam. Normaly if you buy a physical copy and the discs get wrecked your stuffed, and normaly Dev's / Pubs don't give you a free back up of the disc if you ask, but EA have given you the opportunity to download it through their system at no extra cost, and your turning that down and complaining?
You may as well ask Valve to give you a free copy of every Retail game you have ever bought.
But it's not a problem, you just want something for free on the platform that you want instead of the platform that the publisher offers, and posted some ridiculous hearsay from "EA support" that makes no sense whatsoever.
Look up reductio ad absurdum.