The Saga of EA Customer support part 8

Jan 10, 2016

At 12:32 AM My forth case, the one opened specifically for a refund received the following reply:

Hi!there thank you so much for reaching us.We appreciate you providing us this valuable information.What we need you to do is to please do contact us on our live queue for us to give our best assistance.Here is the link on how to https://help.ea.com/en/contact-us/new/

1.select a product then 2.select flatform and 3.select topic lastly 4.complete request.And our phone or chat advisors will do the rest.Thank you so much again.

Nice... Real nice...

At 1:11 AM My first case, that I had most recently updated with a request for a refund received the following:

I'm afraid that I don't see the connection between your missing quest reward and your purchased content.

At 6:58 AM It was hastily explained from my phone:

I purchased the content on good faith that the issue would be addressed.  Since the game is broken to the point of being unrepairable this is not the case.  Had I known the issue was unresolvable to begin with I would not have purchased the content.

Please provide a refund and delete my existing account data for this game.  Once this is done I will consider this and all other outstanding issues resolved.

7:33 AM Apparently this wasn't a clear enough: 

The issue you had lies with a quest reward that you weren't able to receive, you have been compensated for this. 

The refund that you are requesting is for a purchase that is not relevant to this issue. I can not see any reports about technical issues, or missing content that you experienced with your purchase in this game.

We are able to support and compensate issues with missing rewards, so if you have an issue with the game, you can rely on us for assistance. 

Stating that the game is broken and beyond repair is incorrect, you weren't able to receive a quest reward, I'm sorry for that, but this doesn't mean that the game is not working. 

Based on the above, you are not eligible for a refund I'm afraid.

At 9:07 AM Okay, One last time at clearing this up, before I take all of this over to google and try for a refund there.

Since we seem to be having a disconnet here, please allow me to address your email point by point.

…

> The issue you had lies with a quest reward that you weren't able to receive, you have been compensated for this. 

I have not been compensated for this, and here is my rational, but first a recap of the issue.

The issue is that 2 heros were supposed to unlock durring the course of the game that did not. One plant hero that was to unlock after playing 15 games. and one zombie hero that was to unlock after an additional 25.  I contacted support about this, on Dec 22, and 3 weeks later on Jan 9th I was provided 100 gems for my troubles.

No given the most favorable exchange from gems to dollars, the value of my compensation is $1.40.

Hero's can be obtained from the store for a cost of 750 gems each.  I am missing 2 heros, so that would be 1500 gems total.  Given the most favorable exchange, the vaule of this missing content would be $14.00. As $1.40 is less then $14.00, I have not been compensated.

…

> The refund that you are requesting is for a purchase that is not relevant to this issue. I can not see any reports about technical issues, or missing content that you experienced with your purchase in this game.

The purchase of the starter bundle was made on Dec 22, and was made in good faith that while I was experiencing a game bug that was causing a loss of content, it would be repaied by the compotent professionals at EA in short order.  This was clearly not the case, and had I know as such at the time, I would not have made the purchase, or asked for a refund sooner.

With both points addressed I would again like to offer my solutions to this issue.

a) Provide an additional Plant hero, and an additional Zombie hero to my account thus resolving the original bug.

or

b) Refund my purchase and if nessisary delete my accout data.

Thank you for your time.

At 9:24 AM Erm.. well.. 

Thank you for clarifying your issue, I had interpreted it somewhat differently.

Now, I will forward this issue to our expert queue for further investigation. The compensation that you are asking for needs to be reviewed first.

Please do not reply to this specific case, as it will remove you from the queue. 

I would also like to advise you not to create any more cases about this issue, this might lead to confusion and unnecessary delays.

My apologies for the inconvenience.

So I've now been updated to the Expert Queue...  With a new ticket none the less... The content of that new ticket?   Well a single line:

Bugged case

That case is now closed.