PS Store error, local support team refuses to help.

Question

Hello everyone, Before I begin, please understand that I am not here to complain. I am not an upset customer on a rant. And I am not new to the service and the way Sony/PlayStation handle things. I simply want to report a few things 1) An error on PlayStation Store.
2) The inability of my local support team.
3) A solution to my problem. Now, on with it... On the 23rd of July I made a avatar purchase on the PlayStation Store using my PS3. I bought the avatar Deception IV TNP - Avatar Laegrinna. Here's a shot of my download list after the purchase.  As you can see, Laegrinna avatar is on my download list. So I download it.  However, when I got to select it on my avatar list, instead of Laegrinna I get the Allura avatar. Which is the wrong avatar.  Now, since my account is based in Portugal, and I used the Portuguese Store, I contacted the Portuguese support team.After proving the needed information, I was asked to provide screenshots for further evidence. So, I did.
The next email I was asked to select the appropriated field on my avatar list and be sure to scroll down the list and look for it. I did, and replied back saying that it still not there. Now, up until this point I am a reasonable person. I understand why so many questions and the need for verification. They must first verify that what I'm saying is true. Fair enough. However, this is where I lose faith in my fellow country people.
Up until now I've been exchanging emails with one person. But now a second person replies back to me with detailed instructions on how to select an avatar for my account. Even though I already know how to do that, and had this person read the previous email chain they would have come to that conclusion, since I provided a screenshot of me accessing the avatar menu. This sent me straight back to the start. I feel like I've made no progress what so ever. Because now I had to explain the situation all over again to someone who's clueless of the entire situation.
I'm taking this to the English forums where hopefully there's more common sense.So here's the thing. I just want people to take responsibility over this error on the PlayStation Store. I was given the wrong item. I did not received what I paid for. I either want a refund, or the error fixed so that when I download it, I get what I paid for. It's not about the money, it's about principle. This was only a few cents. But what if it was an expensive special edition full game and the store instead gives the wrong game? I would obviously contact the support team, but for what? So that I can be told that there's nothing wrong and that I don't know how to download the correct game? I would be most grateful if someone could look into this situation. I am willing to provide further details if needed upon establishing contact. Thank you for your time. [UPDATE] After replying to the second person and explaining myself again, I've received a generic reply saying that my email has been directed to a different sector to deal with it.

Answer 1

DEKOWOLF wrote:
Appreciate the feedback! I'm afraid email is the only way I can contact the support team right now. I'm not living in Portugal. Thing is, I'm not even mad. Like I said, it's a simple matter of principle.Getting my problem fixed is the lower priority for me. What I want is someone higher up (like a Sony Europe HR department) to address the support team and tell them how to run their ship. Oh i see. Yeah I get what you mean.