EA help..how has your experience been getting your issue resolved.

After writing a ticket and checking on it I selected to have them phone me and both times I have talked to a rep they were good. One actually had a conversation about the shrinking drop rate percentages in not just this game, but unfortunately pretty much all "freemium" games. I wrote a thread thanking the reps actually.
Especially the last time, when what happened to me I have a hard time believing it was possible and then after the CS rep mailed back saying that the tech guys told him it can't happen so sorry not sorry.
I phoned and told buddy what happened and how I know it's not possible but it happened to me and I had no way of reversing and what he did I know it was a one time gesture of goodwill so to speak, but whatever the case, I have no complaints about the reps on the phone that I dealt with.