I just spent over 4 hours trying to resolve an iss...

I just spent over 4 hours trying to resolve an issue and had to contact EA Support 5 times.

My issue was in regard to an advertisement on the official The Sims Facebook page which stated all Sims games were 50% off until June 16th. I attempted to purchase three games, but the prices did not reflect the advertised sale. I contacted EA Chat Support and was treated poorly by Ankit who was unwilling to help or escalate my issue to a supervisor as I requested. He simply ended the chat.

After speaking with a gentleman whose name I cannot recall, I asked to speak with a supervisor as he refused to help. I then spoke to Lalit who requested I send in a screenshot of the advertisement so they could verify the details. I did as requested and simply got a response from Ajaz M. saying, "Thanks for contacting EA, you have a God bless day...!!!!!!!!!!!!!". He then marked my issue as resolved which it was not. This was a highly unprofessional response.

I then spoke with Ayush over the phone who was able to escalate my issue to his manager who verified the screenshot of the advertisement. She authorized a 50% refund if I purchased the the games at full price. I did so and Ayush issued a refund.

I then spoke to Alejandro Jr. S. who was able to verify I will receive a refund as soon as the charge goes through.

While I appreciate the fact the advertisement was honored, I was severely disappointed in the initial lack of professionalism and willingness to help a customer who has spent copious amounts of money on not only The Sims 3, but the entire Sims franchise, something that can be easily verified by looking at my purchase history (which Alejandro did, thankfully). The amount of time it took to resolve this issue and the number of times I had to contact support is ridiculous especially due to the fact this issue could have been resolved on the first try if it had simply been escalated as I had requested. I hope in the future EA's customer support practices are improved and employees are properly trained in customer service best practices.