Sadly, I also have a problem that I see as beign similar to yours.
I was redirected to this, because I was about to post and they wanted me to shorten the title, which brought me here. Anyway, what I wanted to say follows:
I'm probably not the best person to state the seriousness of the problem, because after a couple of days, I still feel vindictive, so take that with a grain of salt.
My problem is that I returned the Dragon Age: Inquisition, Inqisitor's Complete Edition to GameStop and described (with a note in the package and to Customer Support) that I wanted a replacement. Unfortunately, I will not be getting such a replacement. Supposedly, I will be receiving a refund, to which they will say "3 to 5 business days," so I won't know for another week whether or not they will give me anything back. That's the short version of the story.
The long version of the story is that I went to hell and back to try to get this replacement. First, as many people have had similar problems, there were broken items in the package, so I wanted to send that in to hopefully get a replacement if it were at all possible. That, in and of itself, was a problem since it did not come with a return slip and I had to go through customer support to get one.
When I checked on UPS to confirm it was returned, GameStop never sent me notification that they received the item, or what they intended to do about it. I had to talk to customer support again to ask what's going on. The person who responded was a nice enough person (truth be told, I think each of the customer support people were good people) told me that a lot of people were having problems with Dragon Age Inqusition, and that I was not the only one, and he would mark my item for replacement. I'd hope that would be enough.
A few days later, I got a partial refund of $40 ($43.54 USD to be exact) for the item. I was perplexed with this partial refund, so I went to Customer Support asking about this issue. It turns out that they wanted to refund my item (because $40 definitely covers the cost I paid for the Inqusitor's Edition). The customer support associate I was talking to said there was no way I would get a replacement item, even though I told her (I assume her) that other people had this issue and that TriForce was working to fix it, and that a previous associate had told me that they will replace the item. I asked why I was only receiving a partial refund, in that situation, to which she claimed the issue will be resolved in "3 to 5 business days." After she "helped" me, she proceeded to offer one of GameStop's bribes (my word, not theirs) of a $20 coupon code.
I followed up by talking to EA's own customer support, to whom the person seemed to be trying his best to be helpful (in spite of what seems to be "lost in translation" moments), who ended up saying that there was nothing EA could do, more or less. I can't really blame anyone at EA for this. They shouldn't be held responsible for what is GameStop's responsibility. I asked the EA support member if there was any way to send EA a complaint about GameStop, to which he responded that the conversation was being recorded, and that any complaints I have can be put into the chat, to which I did. I basically asked them not to deal with GameStop, or at least not to give them excluxive deals.
As it stands, it doesn't look like I will be getting the Inqusitor's Edition I paid for, and I even question whether or not I will receive my refund in full. All I wanted was the Inqusitor's Edition, which I paid for.
I hope other people are luckier than I, and will get their replacements.
