EA Support Refuses To Contact and This is Unacceptable

Hey Darth_Avr,

Sorry to hear you didn't get everything from those retro packs. Just as a heads up, I've moved this over to the Bug Report forums instead of the General Discussion boards.

Just to note, I do see you received an actual reply to your message. You should be able to pull up case 212245218 in your case history page here to review that response. I understand that's not a solution for the issue, but you have absolutely received a reply from an advisor, just in case that was missed.

I'm not seeing the item(s) mentioned in your case either, so this has been passed along to the team so they can look into it further. Once I have any updates I'll let you know, thanks for the patience in the meantime.

Hello, thank you for the reply.

This bug should be reviewed and fixed, because how can we trust future themed collections if there is quite high risk not to get the desired items, but some completely random instead. Of course, I would like to get the emote for Caustic and also the missed holo for Ash - "Fortified and relentless". 

Hey Darth_Avr​,

I've just gotten some clarification from the team on this issue and how these retro packs work in general.

Fortunately, this does not actually appear to be bugged. The way these retro packs work is a little different than a collection event, for example, which has specific items you'll receive.

In the case of these particular Venomous Void retro packs, the only guaranteed item is the Venomous Void Caustic skin, which you did correctly receive. Feel free to double-check the details of this in-game, but I've attached them below as well.

Starting from the initial retro pack purchase screen, browsing the pack items takes you to an overview of what can be received in each of the 10 packs.

Note that of the 10 pack icons shown below, the only one with a specific item is the last, Venomous Void Caustic skin.

Hovering any of the other icons shows you it will be a random Legendary character skin, weapon skin, Epic character skin, or Epic item. 

You can click any of these to see a full list of what you may receive with each pack. Retro packs can contain other limited items as well, but you can check the pack info for a more specific breakdown including the odds of each particular type of cosmetic.