How to get proper support? Ticket escalated to a 'higher department', but no response over weeks.
I see it's players helping players over here, so I hope somebody has some advice for me.
I try to stay brief in the description of the problem, as it's a rather long story. My pre-order for Battlefield Premium Edition got cancelled (https://help.ea.com/article/why-was-my-pre-order-for-battlefield-3-premium-edition-cancelled). As you can read in the article I got the Limited Edition for free and I will get a refund. I was instructed in a later e-mail to buy Premium on top of the Limited Edition. Would actually safe met 10 euro, so I did.
I've never received the promised refund, so after a week or 3 I opened a support ticket. The level of support wasn't really good, but I had the feeling the guy tried to help me. He escalated the ticket to a higher department, he also noted that they had a 1-2 week backlog. So I waited, after 3 weeks I updated the ticket that I had not received a reply, nor a refund. After 5 weeks another reminder...
The ticket seemed to be ignored (or the backlog is closer to 2 months than 2 weeks), so I opened another one asking for attention to my original ticket, or an explaination why it takes so long to get back to me. This time the support agent closed it immediately, because it was a duplicate. It was quite clear they didn't bother to read what I wrote down, so I reopened the ticket and rephrashed it. Without answering anything the agent 'escalated the ticket to a higher department'. With the 1-2 weeks backlog notice... Starting to wonder if this isn't a cheap trick to get rid of customers.
I'm very disapointed by EA's Customer Support. They seem uncapable to read (English) and just reply with standard templates, without giving the impression they have read or unsterstood a single word you've said. I've almost given up hope that I will see my money back. So I hope one of you has some advice how to proceed on this.
Thanks in advance!
In case an EA employee is looking at this, the case number is: 05465355
The right answer to my question is: you can't
They have closed my original and chat ticket the day before yesterday. Didn't get any notification of closure, they didn't write any update, and I didn't receive my refund.
The rudeness of this made me furious. First putting me on hold for over 2 months, instead of 1-2 weeks and then closing the ticket(s) without solution.
