I've recently come back to this game and came over a bug that made me loose some Common Data Crystals. So I created a ticket. Got a reply more than 10 days later with a text completely unrelated to my problem. Is this the usual experience with customer support at EA / SWTOR?

Also what's the best way to escalate this? I can't even reopen the ticket. How can I report this to a superior?

Stitched image of the support conversation in game: http://oi63.tinypic.com/2hdmrsk.jpg