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The Saga of EA Customer support part 3

Dec 27, 2016 (5 days after the original contact)

At this point in the saga I can't recall my resoning at the time, it may be the note at the end of the first contact that the issue was marked as closed on their end, and maybe with the loss of this second hero it was worth another ticket, so I opend a second ticket.  I don't have the language I used in this ticket at hand, from what I recall it was the previous email I had sent with some additonal clarifications. That was sent at at 9:18 AM.

Dec 28, 2016 (5 days after the original contact)

I recieved a reply to my second ticket, Here it is:
Thank you for contacting Electronic Arts Customer Experience.
I’ve checked your contact history, and found that there is another support request awaiting in our queue for the same issue. The reference number on the pre-existing request is #<27726519 >. I would like to inform you that our specialist team is working on the issue, and they will get back to you at the earliest. 
When opening a new support request with the same query which could cause further delays in resolving the issue. Therefore, I am closing this duplicate request. 
In order to get an updated or further assistance on your query/case, please use your pre-existing incident.
For your reference, to access all current support requests associated with your account, please follow the mentioned steps: 
1. Go to help.ea.com
2. Click on the ‘My Questions’ link on the top left-hand corner of the page (under the ‘My Stuff’ section)
3. Our website will prompt you to log in to your EA account.
4. If you have multiple EA accounts, use the screen name associated with this support incident
5. You should now see the ‘My Questions’ page, where all open support requests should be listed. 
Clicking on the subject of the support request will open its details. From the details page, you can update your pre-existing incident if you require further assistance. 
Due to the high number of requests we receive, it often takes 48 hours to respond to requests. If you do not hear from our team, you may re - open your request by replying with the same case number. 
I appreciate your patience on this. 
Should you have any further questions regarding this or any other issues, please do not hesitate to let us know. You can also find answers to common questions on our Help Center at "http://help.ea.com" or ask our community experts by visiting Answer HQ at “http://answers.ea.com"
Okay, fair enough,  I guess I'm being impacient It's still around Christmas and new years and all that, lets give them some time to get things sorted out.  I'm sure I'll get a responce to my original request in short order.

Or well, I was...
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