EA Support- The run around

As some of you know from the other night on TeamSpeak, I got screwed on the starter pack I bought. So, like with any other error with bought items, I went to their on-line chat support. Both of those, I will paste at the end of this. But basically the first night, I kept getting re-queued and d/c from the tier 2 guy (who was doing it on purpose). He also lied to me and said there was no other support above him. The entire total time I spent on that chat was 2 hours 36 minutes, and most of it was waiting to get re-connected or waiting for him to respond back to me. Needless to say, I'm a very pissed off woman right now. If nothing else, I will keep dogging them until they give me something to make up for this crap.

Chat

Status: Connected

Anthony H. (Absent)

Sophia: Hi, my name is Sophia. How may I help you?
2386388035: i got d/c, didnt get the log number. i bought a starter
pack and didnt receive the items except for the mazda and priority login
2386388035: the 3 tier 2 cars, the double amps for 7 days, the 60k,
or the double power-ups didnt show up when i started a new driver
2386388035: and* not or
Sophia: Please tell me when you purchased them
2386388035: tonight. the order number is 392981768
Sophia: Thank you for providing me the information. Please wait
while I look into your issue.
Sophia: I checked your order number there is no record found
under it
2386388035: what do u mean no record?
2386388035: i just bought the danm thing, i got an email, and it
charged my acct
2386388035: i just spent 21 something dollars and theres no record???

Sophia: What i can do for you i can escalate your issue to higher
chat support level may be they can help you out in this issue.
2386388035: yes,do so
Sophia has disconnected.
Anthony H.: Hi, my name is Anthony H.. How may I help you?
2386288035: I'm missing items purchased.
Anthony H.: Please give me a moment while I review the Chat Log so
that I can understand exactly what the issue you are having is today and the
troubleshooting steps that have already been done. Your time is very valuable
to me and I do not want to waste it by doing troubleshooting steps we have
already followed through with.
Communication with Anthony H. has been
lost. Please wait while attempts are made to restore the connection.
You will be requeued in
approximately 120 seconds.
Anthony H.: Hi, my name is Anthony H.. How may I help you?
Anthony H.: My apologies for the delayed response, my system was
going through an update.
Anthony H.: I was unable to reply.
2386388035: right
2386388035: are you still reviewing my chat log?
Anthony H.: That was not a valid order number. Where did you
purchase?
2386388035: at the need for speed world
2386388035: how is it not a valid order number? i was charged, i have
the email
2386388035: hello????
Anthony H.: I didn't find the charge.
2386388035: give me one minute and i will show u
Anthony H.: Ok.
File attachment upload
has started.
The file purchase.jpg
(37.53KB) was received.
Anthony H.: I apologize but that doesn't prove purchase.
2386388035: what the hell, that is what i got in my email
2386388035: i just bought the damn thing over an hour ago
2386388035: my account has been charged and ur saying that doesnt
prove a thing?!?!?!?
2386388035: do i need to show u my damn bank statement???
Anthony H.: What is the last 4 digits of your credit card?
2386388035: ****
Anthony H.: Oh that order is still open. Not settled yet.
2386388035: then dont give me that crap of it being invalid. so where are my danm things that i bought and why did i
get the email already if its still open? i finished the purchase
2386388035: the 8000 boost showed up, the free mazda, the priority
login, but nothing else??
Anthony H.: NFS World Starter Pack (Mazda) Is open... When it
finishes you will receive your stuff for your starter pack and the Mazda.
2386388035: I GOT THOSE, IM MISSING THE OTHER THINGS
2386388035: there has never been a time i have purchased something
and only gotten half of what it gives
2386388035: starter packs have the mazda, priority login, 60k, double
amp for 7 days, double power up and 8000 boost
2386388035: plus the 3 tier 2 cars
Anthony H.: As the status still says open I can't say that you have
received everything yet. So I would wait until the order is settled to contact
us again. My apologies for your inconvenience.
2386388035: what a bunch of BS, it says open, but i know for sure
it wont give me the other stuff when its "closed". everytime i have
purchased something, it gives me EVERYTHING i paid for when I logged in. It
didn't this time
Anthony H.: I apologize but I cannot add these Items in your game.
Please allow the order to finish.
2386388035: and just how long is this supposed to be till its
finished? cause i know, sure as hell, i will be raising a storm with your
company when it does
Anthony H.: I don't know, sometimes it takes a little while. A couple
days a few days. It depends.
2386388035: Right. Well, when my bank shows my payment as completed,
even though the damn money has already been taken out, I will be back and i
will not stand for this.
Anthony H.: I have informed you of my limitations regarding this
issue and unfortunately, I am not able to assist you with this matter.
2386388035: then who is above you
Anthony H.: I am the highest support leve.
Anthony H.: level.
2386388035: So I have to wait longer, and come back for another 2
hours and go through this whole thing again with someone else. This does not
make me happy at all, I am very pissed, spent two hours waiting on a conversation that should only take 20 mins, and its 2 in the morning
Anthony H.: I definitely understand the frustration with this. My
apologies.
Anthony H.: Is there anything else you would like to discuss before
we go?
2386388035: no, im pissed off enough about this one, if you get me
started on the errors ive been getting the last few days, ill make ur day a
nightmare
Communication with Anthony H. has been
lost. Please wait while attempts are made to restore the connection.
You will be requeued in
approximately 120 seconds.
Anthony H.: Hi, my name is Anthony H.. How may I help you?
Anthony H.: I'm sorry, I was disconnected.
2386388035: Yeah, suuuure. Thats the third time you've done that. I will be making a copy and screenshot of this conversation.
Communication with Anthony H. has been
lost. Please wait while attempts are made to restore the connection.
You will be requeued in
approximately 120 seconds.

Chat

Status:
Connected

Ta’Ray R. (Listening)
EARepAustin: Hi, my name is EARepAustin. How may I help you?
2386388035:
hi, i was on a few days ago talking to two other support people. i
bought a starter pack and when i started a new driver, the 60k, the
double power ups, the 3 tier 2 cars, and the double amps for 7 days
didnt go to my account.
2386388035: I go the priority login, the free mazda and the 8000 boost. thats it. i want to know where the rest of my stuff is
2386388035: got*
EARepAustin: I am sorry to hear that.
EARepAustin: Okay, Please be online with I am escalating your issue to our senior department for further investigation.
2386388035: ty
EARepAustin has disconnected.
Ta’Ray R.: Hi, my name is Ta’Ray R.. How may I help you?
Ta’Ray R.: Please
take note of the following Chat ID: [******]. This will be very
important if you happen to get disconnected anytime during this chat or
need to refer back to this same issue. You can always get back in
contact with Live Chat and give the next Agent your ID so you do not
need to re-explain anything.
2386388035: im still missing items from the starter pack i bought a few days ago
Ta’Ray R.: Was your issue escalated?
2386388035:
it hasnt had anything done to it, no one would help and said to wait
until the order cleared. well, its cleared, and i still dont have the
items
Ta’Ray R.: Ok.
I don't have access to grant the missing items. If I could escalate
your issue to our Tier 3 department they can investigate the issue
further.
2386388035: i was told tier 2 was the highest
2386388035: u mean i was lied to the other night??
Ta’Ray R.: We have three levels of support.
2386388035: what the hell, this guy on tier two told me he was the highest and that i couldnt go to anyone above him. im so reporting him
2386388035: can u send my information up to tier 3, im very angry now
Ta’Ray R.: Sure. But they are only email support. They don't chat. We are the highest level of chat support.
2386388035: its no problem, cause Ive been waiting for a few days to get
anything done about this and its pissing me off
Ta’Ray R.: Unfortunately,
at this time, I have exhausted the troubleshooting steps available to
me. I am sending your information to our Tier 3 team for further
assistance. Please allow 48-72 hours for them to research your issue and
reply back to you via e-mail. We appreciate your patience as we work
together to resolve this issue.
2386388035: ty for doing that. im going to raise hell about that other support guy
Ta’Ray R.: No problem, i always want to help to the best of my ability.
2386388035:
guess im waiting another couple days to see any benefit to the money i
spent *sigh* i love the game, just hate the errors and missing items.
Ta’Ray R.: We will get this resolved for you.
2386388035: well, guess that is all i needed for now. thank you ta'ray. I hope you have a pleasant day
Ta’Ray R.: Thank you. The same to you!
You have disconnected.

Oh Cat it sounds similar to situations I have had. I always end up at t3 support. Usually this is when I get real angry cause all the crap that had to happen up to this point. Usually it all works out with T3 support guys/gals though. Don't loose hope yet.