Blizzard Entertainment Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find the complaint has been resolved, thank you for helping me with my complaint. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Business sent me the incorrect size hat once again, this time far too large instead of the exact size I requested in the initial return request. They have offered another return label for me to send the hat back once again, but I have waited 3 weeks already and would be afraid that if I send this one back it will be weeks again before they finally send me the right one. I reject their solution because the problem remains unresolved, and will remain so unless they'd be willing to send me the correct product first and, upon verifying its accuracy for myself, I would then return the incorrect product.
Regards,
[redacted]

We apologize if were not able to resolve your issues with regards to Diablo III console.  Please understand that Blizzard does not offer support for game consoles, you will need to contact your hardware manufacturer for additional assistance in the matter.  For more information regarding transferring save data to XBox One, please visit our website at: [redacted]

Blizzard’s supervisors have reviewed the matter and as a one-time consideration, we have issued a refundfor the subscription time that was charged on the following dates: 11/13/14,12/13/14, 1/18/15, 2/18/15, 3/18/15 and 4/18/15.  The total amount that we will be refunded tothe customer’s...

credit card is $95.88.  We want to reiterate that thereis a subscription removal feature on our on the Blizzard website under“Subscription Options”.  Customers aregiven the option to add or remove a credit card to their battle.netaccount.  Customers are then informed ofthe following when entering a credit card, “ALL CREDIT CARD SUBSCRIPTIONS ARERECURRING.  YOU MAY RETURN TO THIS PAGEIN ACCOUNT MANAGEMENT AT ANY TIME TO CHANGE YOUR SUBSCRIPTION SETTINGS.”  Additionally, when selecting a subscriptionplan for either a 1-month, 3-month or 6-month subscription, customers are againinformed that the credit card will be charged for recurring billing, “AT THEEND OF YOUR PRE-PAID TIME AND EACH SUCCESSIVE SUBSCRIPTION TERM, YOUR CREDITCARD WILL AUTOMATICALLY BE CHARGED IN THE FULL AMOUNT OF THE SELECTEDSUBSCRIPTION PLAN. BLIZZARD WILL AUTHORIZE THE CREDIT CARD PROVIDED FOR $1.00(ONE DOLLAR) AT EACH ATTEMPT FOR THE PURPOSES OF VALIDATION. THIS CHARGE WILLBE RELEASED AT YOUR CARD PROVIDER'S DISCRETION. YOU MAY MODIFY YOUR PLAN AT ANYTIME VIA ACCOUNT MANAGEMENT.”Lastly, for any inquiries regarding thestatus of the refunds, please contact customer service at: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello, We have reviewed the matter again and we have arrived at the same conclusion. According to Blizzard’s internal logs, the records show that an unauthorized third party program was detected when the account logged into the game server. Upon review of the logs for the account, Blizzard has...

discovered that the access matches the customer’s normal play patterns. Blizzard has determined that the account shall remain closed on the basis that the account was not compromised and its subsequent use of the unauthorized program. This action is taken in accordance with the Battle.net End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Battle.net account.We understand that the customer has requested the details of our detection methods, but such information is not available as revealing that compromises the effectiveness of those tools.  Refunds and compensation are not offered for accounts found in violation of our policies. Regards,Customer ServiceBlizzard Entertainment

Our records indicate that the player violated Blizzard’s Harassment policy. Please review our policies on our website at: https://us.battle.net/support/en/article/ingame-and-forum-conductNote that any violations of our Terms of Use or Forum Code of Conduct may result in warnings, suspensions, orpermanent account closure. We reserve the right to take action for offensivebehavior not mentioned on the Code of Conduct. Further abuse of the system will result in further action on the accountwhich may include suspensions and possibly account closure.

Blizzard announced that there would beno flying mounts for Warlords of Draenor on April 25, 2014.  Our Community Representative posted thisinformation on our forums at: [redacted] Blizzard hosts an online supportforum where customers can post...

game play suggestions, feedback or generalissues.  The customer may leave feedbackon our site regarding any changes to flying mounts.  World of Warcraft is a persistent world,changing with periodic updates to the software. These updates may include additional content, bug fixes, class changes,class rebalancing and game mechanics changes. If there any new announcements regarding flying mounts, we will provide thatinformation on our website at: [redacted]

Hello,  Thank you for taking the time to contact us on the matter.  We have investigated the account in question and are confident in the decision to suspend the account for 6 months.  This is in accordance with our Terms and License...

Agreement(http://us.blizzard.com/en-us/company/legal/eula.html ).  Though we do not seek to suspend or close accounts unnecessarily, we will do so when necessary to protect the integrity of the game.   As part of that agreement it does state: "In the event of a termination of this Agreement, any right to any and all payments you may have made for pre-purchased game access to certain Games are forfeit, and you agree and acknowledge that you are not entitled to any refund for any amounts which were pre-paid on your Account prior to any termination of this Agreement, and you will not be able to use [redacted] to play Games." This was agreed to when first logging into [redacted] and creating an account. While we understand that the claim is the agreement was not read, it does not excuse the violation or make it any less binding.  Providing compensation to an account not in good standing, for a purchase that was made through a third party retailer is not a service we would offer in this case. The account will be accessible again once the suspension has concluded.  If they would like their information and account removed from the system, we can offer that deletion when they are ready.  Please contact our Customer Support at https://us.[redacted]/support/en/ for assistance. As account deletion is not reversible, they will ask for account holder verification before removing the information from our system. Regards, Customer Support Blizzard Entertainment

Hello [redacted], Thank you for notifying us of your recent experiences with Blizzard Entertainment’s Customer Service department. I took a chance to look over all of your contacts regarding the lost character, and I also personally investigated the matter. I looked through all of the...

responses you received from our Customer Service department, and I can assure you the responses you received were accurate. In the end, it comes down to how much time has passed, which we’ve explained on multiple occasions. We cannot check our logs of the time of the supposed compromise, because it has been too much time and these logs have already expired. It’s not that no one believes you, we just cannot assist with something that we cannot see. I truly hope you understand [redacted]; our GMs are always doing their best to better assist our players, but in a lot of cases, what is requested is out of our reach as a company.  If you require more assistance, feel free to reach out to our Customer Service department. Best of wishes! Regards,Blizzard Entertainment

Hello [redacted], I am sorry to hear of the difficulties you've been having both with the game and getting in touch with Customer Support.  I understand it is an issue connecting to [redacted] games.  This is something we can likely resolve through troubleshooting once we get in touch with...

you so that you can continue to enjoy the game.  Because responses are limited on the Revdex.com site I'm going to send an email to the email address provided from [redacted] to get that conversation started.  Keep an eye out for that and we can set up a time to get in touch by phone or see if we can resolve the connection issue through email, whichever you prefer.  Thank you for your time!

This player was participating in a multi-player-character event and the others in the event voted by majority to remove this player, which is an intended in-game function.  As part of this in-game function, the player received a 10 minute cooldown on rejoining the event.  They submitted a...

single ticket, in which our representative correctly explained that this was the correct and intended game functionality, after which player has repeatedly only asked to speak with a supervisor, and has already been directed to the email address they can use to do so.  However, as all of this worked correctly in-game, we will not be assisting further nor will we be providing free game time.

Blizzard, as a privately held company, can moderate the use of language in our game. As we’ve received an ERSB rating of T for teen, we need to ensure language used is within this rating’s definition.  We will take action against chat that violates this, but only once we receive a report on this.I’ve taken a look at the other party’s chat. At no point did they use language that violates our terms of use; while there was a misunderstanding, that’s not the basis of an account action. Only the words used are considered. The goal of our moderation isn’t to prevent player conflict, but to ensure it doesn’t exceed the bounds of acceptable behavior.At this point, the three-hour suspension has been served; you should have no issues with signing in. If you are encountering login issues, I would recommend reaching out to our customer service team for assistance.  No compensation time will be granted in this situation, as our terms of use was violated. This violation was not found to be in error.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]

Hello [redacted],I checked the ticket history on your Battle.net account, however the most recent ticket was created more than 2 years ago. We'd love for you to hit up Blizzard's CS team so we can work together to see if it's an issue with our servers, your computer, or somewhere in between the...

two.These types of issues can be caused by a wide variety of issues. We are monitoring issues with a variety of Internet Service Provides (ISPs), however your ISP is not one of them that we're having issues with. Despite this, your connection could be routing through one of the ISPs that are having issues right now.Before you contact our Blizzard CS team, you should prepare for the contact by doing both the normal troubleshooting steps, and *advanced* troubleshooting steps, on the following pages:(Step 1) WoW Performance Troubeshooting URLs:https://us.battle.net/support/en/article/World-of-Warcraft-Performance-Issu...⇄ - - - - -(Step 2) WoW Connection Troubleshooting URL:https://us.battle.net/support/en/article/Frequent-Disconnects-in-World-of-Wa...⇄ - - - - -(Step 3) If the troubleshooting steps above do not yield any improvements, please open a ticket with us at https://us.battle.net/support/en/help/ with the following information:(a) A description of the issue. For example, a connection issue will result in one or more of the following: a delay in using abilities, unable to connect, drop connection, players running in place. A gameplay performance issue may result in the game becoming really choppy, and barely playable. If your'e experiencing both, please let us know.(b) System files. You can attach .txt files to your ticket with Blizzard's CS. These system files are .txt files that give us an idea of what hardware, software, and drivers you're using on your computer. If we see that you don't have up-to-date drivers, it'll help us tell you which drivers need to be updated to help increase your computer performance.You can create these .txt files by following the steps here: https://us.battle.net/support/en/article/Obtaining-System-Filesand (c) Pathping and Tracert .txt files. These are .txt files that help give us an idea of what your connection to our servers look like, and may reveal the connection issue.Running a Pathping: https://us.battle.net/support/en/article/Running-a-PathpingRunning a Trace Route: https://us.battle.net/support/en/article/7870- - - - - -I know I threw a bunch of URLs at you, [redacted], but as long as we do these step-by-step, we'll get to a resolution faster. After you have performed all the troubleshooting steps in Step 1, and Step 2, and have submitted a ticket with a Pathping, Trace Route, MSinfo, and DXDiag .txt file all attached, we'll take a good look into this, and hopefully find the source of the problem!Thanks, [redacted].Blizzard EntertainmentCustomer ServiceBattle.net/support

An investigation into the allegations contained in the complaint of the customerhas revealed the Account was found to be employing a thirdparty program that modifies the actions in the game.  When the account was logged into the gameserver, Blizzard’s system detected a third party program...

that has beenprohibited for use in conjunction with World of Warcraft (the “Game”).  The use of these programs harms the gameenvironment and gives the player unfair advantages over other players.According to the Battle.net End User License Agreement which all subscribers agree toupon registering an account to play World of Warcraft:Blizzard may revoke your license to use Battle.net and/orthe Games if you violate, or assist others in violating, the licenselimitations set forth below. You agree that you will not, in whole or in partor under any circumstances, do the following:ii. Cheating: Create, use, offer, advertise, make available and/or distribute thefollowing or assist therein:1. Cheats; i.e. methods, not expresslyauthorized by Blizzard, influencing and/or facilitating the gameplay, includingexploits of any in-game bugs, and thereby granting you and/or any other user anadvantage over other players not using such methods;2.  Bots; i.e. any code and/or software,not expressly authorized by Blizzard, that allows the automated control of aGame, Battle.net and/or any component or feature thereof, e.g. the automatedcontrol of a character in a Game;3.      Hacks; i.e. accessing or modifyingthe software of a Game or Battle.net in an manner, not expressly authorized byBlizzard; and/or4.      any code and/or software, notexpressly authorized by Blizzard, that can be used in connection with theBattle.net client, Battle.net, a Game and/or any component or feature thereofwhich changes and/or facilitates the gameplay;Even if this behavior is the result of a third party accessing theaccount instead of the registered user (for example, a friend, family member,or leveling service) then the account can still be held responsible for thepenalty because of the impact it had on the game environment.  Asper the Battle.net End User License Agreement, “You are responsible formaintaining the confidentiality of the Login Information, and you will beresponsible for all uses of the Login Information, including purchases, whetheror not authorized by you. In the event you become aware of or reasonablysuspect any breach of security, including without limitation any loss, theft,or unauthorized disclosure of the Login Information, you must immediately notifyBlizzard by emailing [redacted].”For additional information on the Battle.net End User License Agreement pleasevisit: [redacted]Due to use of the third party program, Blizzard suspended the account for sixmonths starting May 13, 2015.  A noticeof Account Suspension detailing the violation was sent to the customer’s registered email address on that day.    Any disputes of this action or furtherinformation on exploitive activity, please visit the Account AdministrationOverview and contact page here: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Their response is unsatisfactory. Again I did NOT cheat not have I ever cheated. I was an active member in my clan and spent my days helping them or farming paragon or gems for myself. I did not nor have I ever used a 3rd party program in your game. I played your game every morning when I woke up until early afternoon when I went to the gym and hung out with my girlfriend and I played it evenings and half the night. Again I played it not some program. I understand that you have programs to detect things but the only things running on my computer other than your game are [redacted], [redacted], and [redacted] and NONE of those have anything to do with gaming. Perhaps your logs showed one of those running and gave you some sort of false positive. You have access to my account, look back at how many years I've been a [redacted] player and not one incident of cheating. Why in the world would I cheat now? I'm a 45 year old disabled United States veteran that plays games when I'm alone to occupy my mind, using a program to play for me wouldn't do that. I am NOT a cheater. I have NEVER cheated. I will not accept my integrity being questioned. There is some false positive and I, as well as others based on a google search, are being punished. I want my account reinstated or I want to be reimbursed for the money I spent. ]
Regards,
[redacted]

We have reviewed the matter again and wehave arrived at the same conclusion.  Accordingto Blizzard’s internal logs, the records show that an unauthorized third partyprogram was detected when the account logged into the game server.  Upon review of the IP logs for the account,Blizzard has discovered that the IP matches the customer’s normal playlocation.  Additionally, several in-gametests were performed by Blizzard’s staff that showed that the actions on theaccount were automated by a third party application.  Blizzard has determined that the accountshall remain closed on the basis that the account was not compromised and itssubsequent use of the unauthorized program. All in-game items and rewards thatwere accumulated during this time will not be reimbursed for any reasonwhatsoever.  This issue has been reviewedby several levels of our organization, and we consider the matter closed.