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The Saga of EA Customer support

I am having a heck of a time getting support for the free to play EA title Plants vs Zombies: Heros, so I thought It might be an idea to write it down somewhere in the hope that it can help someone, or  maybe best case get some exposure Here is the saga as best as I can recall it bering in mind that it started on Dec 22, 2 days short of 4 weeks at the time of this writing.  I also got slightly irate, and perhaps irrational during this experience, I'll include all of that as well.

Dec 22, 2016

I experience a bug with the game wherein a quest in the game failed to provide the completion reward.  The quest in question was to play 15 games, the reward was an additional hero for the game, which as you may guess are kind of a big thing in a game called Plants vs Zombies: Heros.  I don't have the initial language I used in the support request, but it was noting inflammatory,

I then did the reasonable thing and opened a support request with the EA help system through the game.  According to the response email from the EA system, this ticket was received on Dec 22, 2016 at 10:41 AM.

At 8:15:19 PM I made my first mistake with this, I purchased the time sensitive Starter pack for CAD $6.99.  In retrospect I'm not sure why I would do that while having an unresolved issue with the game, but I guess I figured that since I was asking for support which ultimately requires an employed human on the other end, the company deserved some compensation for it.  Either way I've leaned my lesson now.

At 11:08 PM I received my first reply from EA support.  Here is the reply in full:

Thank you for contacting Electronic Arts world wide Customer Experience.
My name is ******** and I would assist you with your issue today.
I understand that you have completed the quest but did not receive the plant hero, don't worry we are here to help you.
We're sorry about this but the good news is that we can help fix this for you. Please complete the next level of the game. Once you have completed and won the next level, your reward will appear.
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".
It's worth noting that this email responce closed the ticket on EA's end, they make note of that in the boiler plate at the end of the contact email.

At first this confused me slightly,  as the word 'Level'  is never used in the game there are missions, quests, leagues, and ranks.  At the time I assumed that given the support persons name that this may have been a language barrier thing, that the correct thing to do was complete the next quest.  In this case it was to complete 25 games and get a new Zombie hero.

That took some time to complete, but it did not solve the issue.
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