@EA_UltraSlide
Unfortunately the support team was far less ideal here compared to how you awesomely you handled it last week.
I called and explained that you had already helped me with this issue last week, and that you had confirmed that the rewards were already indeed missing last week, and that this was the exact same issue with the same missing rewards.
They went back and forth with a specialist twice and argued that I had indeed received the rewards.
I uploaded video footage with proof that I hadn't received the rewards. It showed the menu before the event with the first time clear rewards available, then me beating the event, not getting a rewards screen, and then going back to the menu and them no longer being available.
They then argued that the rewards being gone from the menu after me beating it meant that I had received them.
I countered with the fact that I had recorded footage of me beating Tier 4 and receiving the rewards normally to demonstrate how the game worked if they needed.
The only reason I was able to make any headway is because they told me the time that they thought I received the rewards, and I was able to tell them that the exact timestamp they gave me was the timestamp for beating Tier 4, not Tier 5.
So they went back and checked, confirmed I was right, and now it's escalated to some other specialist, whatever that means. I still have no idea if I'm going to get them or not.
So, to lay it out, even having video proof of the bug occurring wasn't enough. I had to piece together the timestamp differentials of their misunderstanding to try to make the case to them of why they were wrong. The average player who just tries to call them isn't gonna get help.
I understand that the support team is doing their best and probably doesn't play the game so there's a bit of a disconnect, but compared to how quickly you helped last week, sitting through a 45 minute phone call and still having no idea if/when the rewards will ever show up is less than ideal.
So yeah, I guess this is half just extra thanks for how you handled it less week and trying to explain that support seems out of the loop on this happening, and less than ideal for the situation.
