Blizzard Entertainment Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The support system is there unfortunately it doesn't accept the required informationI was forced to use the forum and they did not respond to my first request but noticed the post that caused this problem

As already explained we will not be refunding this account due to violations of our policies

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 play patterns. With that said, we are able to verify that the account is no longer permanently closed Instead it has been suspended for hours Please note that any additional actions from the use of third party programs will result in a permanent closure

Hello, this is *** ***Yesterday, as you know, I filed a complaint against Blizzard Entertainment.I was finally able to get a hold of somebody from Blizzard in a live chat and my case issue has been resolved.You can close my case because the situation is resolved.
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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

As per the Hardcore policy forDiablo III, we will be unable to restore any hardcore characters under anycircumstances. We apologize for any inconveniencecaused. If you wish to speak to asupervisor regarding the matter, please contact ***

Refunds for software purchases are only available if it was purchased within the last daysPlease note that the
Activision-Blizzard refund process requires full box contents to be returned;
there is no refund option available for partial components of a single boxed
product (such as a
Battle Chest)When calling the number below for a refund,
please have your proof of purchase and purchase date available
If you are in North America and wish to be refunded for your purchase of the North American version of one of our
products, please contact Activision-Blizzard support at ###-###-####This
number leads to an automated message that will explain the refund process
Please choose the appropriate option specific to the game for which you wish to
be refunded
We acknowledge that there are bugs in the game and we ask that you visit our
forums to post feedback regarding any software bugs, errors or general
issues. We have acknowledged your
feedback and have passed that on to our development staff.
Lastly, in our ongoing efforts to
provide the best customer service possible to our players, we have launched a
new customer Service Web Site which will assist with a variety of issues. To get started, please visit:
https://us.battle.net/support/en/article/contact

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 play patterns. We do not reveal the specific findings in these investigationsThis is to protect our own detection methods so they cannot be circumvented. Additionally, several in-game tests were performed by Blizzard’s staff that showed that the actions on the account were automated by a third party application. 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 *** End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a *** account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will remain unsatisfied until I am shown to be a valued customer.Mathematically, I've literally given multiple THOUSANDS of dollars to Blizzard Entertainment; you're really unwilling to demonstrate your appreciation and DO WHAT'S RIGHT by fulfilling your obligation to protect me whilst within your game environment?
Regards,
*** ***

On November 13, 2014, many of our players experienced technical issues which prevented them from logginginto World of Warcraft. Furthermore, once players were able to log into the game, they experienced long queue timesto enter the game servers. To resolve theseissues, our
engineers had to apply several optimizations to our infrastructurein order to improve performance. We arecurrently monitoring our servers 24/to ensure that everyone has an enjoyableexperience. In response, our community representatives began issuing Warlords of Draenor Launch updates to inform ourplayers of any issues that are occurring.Those updates can be found on our World of Warcraft forums at:http://us.battle.net/wow/en/forum/topic/15269358511http://us.battle.net/wow/e...⇄ Blizzard released a patch on November 17th, to address any bugs, crashes andlatency issues that might have occurred. Please visit our webpage at:http://us.battle.net/wow/en/blog/16561637/603-hotfixes-november-17-11-17-2014...⇄ review this information.On November 18th, Blizzard addressedthe community regarding the recent launch issues. We posted this message on our forums at: http://us.battle.net/wow/en/forum/topic/15269759060We have added five (5) days of compensation time to all players that had an active subscription duringlaunch. We sincerely apologize for anyinconvenience that may have been caused. Thank you very much for your understanding and patience during thistime. If there are any issues claimingthe compensation time, please contact Blizzard’s Customer Service departmentat: https://us.battle.net/support/en/article/contact

While we respect the position and the desire to collaborate, we can only use our internal tools and logs for these investigations The nature of these situations means we cannot share our detection methods, as doing so provides those we are attempting to catch the knowledge to avoid detection We are thorough in these investigations as we have no desire to close down accounts not in violation Multiple reviews have been completed in this case in response to the appeals and we are confident in the decision The closure for the Diablo account will remain.Regards, Customer SupportBlizzard Entertainment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear blizzard *** has not addressed the issue at handMy lockout was spent my winning roll was ***The person who looted the item has the item already.** ** ** may be a little ambiguous but then again this is a tier pieceA upgrade that provides bonuses for every spec that you can play.I tried to point out to him that I also asked the leader to roll for tier firstAnd when confronted about the loot issue his response you won another item sorry.Mind you no one else rolled on the two other items one of which was offspecThis does not include the fact that the bonus roll timer also expired.*** was very interested about accepting feedback on what may be more acceptable to the community but ultimately you get this sort of stuff all the time.And never in the history of the game have you bothered to create a new option until this expansionHowever the community has not accepted personal loot as a viable option.After having used the system myselfI received duplicate items that are not a upgradeOnly to be sold to a vendor or disenchanted as they cannot be traded.Something that you are unwilling to address until the next big thingBut then again its always that wayYou are out of touch uninterested in dealing with the present.As most if not all of the groups in the browser use master loot and have items on reserveWhy is this even offered to a group of random players in the first place?I feel that it should be for guildsOr pre made groups created on a cross realm calendarAs there is never any warning from these players that *** items.They randomly deviate from there stated loot policy to fit there interestsDuring this expansion this has happened to me more than any previous content tier.*** was completely aware that at the end of the day I was not satisfied with his resolution as I have not received my item that I have won (The ** has the item already *** unacceptable behavior period)
The supervisors as also aware that I am unhappy with being on *** as a ***I do not have many options for competent pve guilds and I am forced to find a random group through the finderAnd then subsequently deal with ***.This server is dead for ***: ***Every month I pay you to play this gameThat payment comes with the expectation that you will manage server population and do your best to provide a acceptable environment for me as a player.Your solution is to pay you usd per character to get off this dead server another policy that is completely unacceptable.I am happy to pay you your monthly feeI am not happy to be nickle and dimed to find a realm that I like.The fact that your supervisor(s) are more interested in citing policy rather than trying to understand what matters to your customer really is a shame
Regards,
*** ***

If the item is returned from the U.S.,we will send a paid shipping label to you. Our supervisor will be sending a shipping label to the address listed inthe battle.net account. As stated by ourCustomer Service staff:Recently you contacted us through asupport ticket regarding an issue with
damaged Chess piecesWe are working ona way to assist customers with this issue and hope to have a solution in placesoonHowever, we will still need you to make a formal return request throughthe Blizzard Gear Store concerning this issueYou will not need to pay for theshipping for replacement pieces for the chess set, unless you want to returnthe entire product and request a refundIf you want a refund on the entireproduct we will require that you ship it back at your expense since you areoutside the USTo receive replacement pieces however,we will need a shipping address as well as information on which set pieces havebeen damaged and need replaced To get this process started, pleasevisit https://gear.blizzard.com Login to https://gear.blizzard.comClick Orders and Returns at thebottom of the pageSelect your order for the Chess setand view orderClick "Return" to open aReturn Request ticket on our shopFill in the appropriate fields -under Comments, include which pieces were damaged and a valid shipping addressSubmit your Return requestOur customer support agents who areworking on addressing order inquires on our shop will then process yourrequestPlease do not re-open a support ticket through Battle.net as generalcustomer service game masters will be unable to assist you with this issueWerequire the ticket to come through the Shop's return request system to addressthe issue If there are any issues with the shippinglabel, please contact Blizzard’s Customer Service department at: https://us.battle.net/support/en/article/contact

Blizzard has reviewed the matter and has
issued a refund for the pre-order for Warlords of Draenor in the amount of $49.99. Please allow 7-business days for the
refund to appear on your paypal account.
Additionally, we have issued a refund for the subscription time that
was
charged on November 12, in the amount of $14.99. For any inquiries regarding the status of the
refunds, please contact customer service at: https://us.battle.net/support/en/article/contact

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Mu am not disputing the account being suspended, I am disputing Blizzards own understanding of their terms of serviceIt says that all refunds would be forfeited if the end user decides to delete their own account which is not my caseIt also states blizzard has the right to suspend any account for any reason; However, it does not state that Blizzard is entitled to any payment that has been paid up front for a service that is refused to be providedSo as I originally stated, I am filing this complaint to recieve a refund for refused services that have been paid for up frontI have pasted an excerpt from the terms of service that literally states what I am pointing out, so according to the TOS having blizzard suspend my account does not have grounds to keep any payments that were meant for future services that can not be redeemedFrom this point forward if your company would like to prove a point, please refer to exactly what clause of the ToS fulfills blizzards agreement with the end user.
This Agreement is effective until terminatedYou may terminate this Agreement by deleting the Game Client and terminating all *** ** *** Accounts registered to youIn the event that you terminate or breach this Agreement, you will forfeit your right to any and all payments you may have made for pre-purchased game access to *** ** *** You acknowledge and agree that you are not entitled to any refund for any amounts which were pre-paid prior to any termination of this AgreementBlizzard may terminate this Agreement (and your access to the Game) with or without notice for any reason, or for no reasonThe provisions of Sections 4, 5, 8, 11, and 12-shall survive any termination of this Agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At no point was I informed of any review done by any member of any alleged "hacks support" teamThe only mention of a review I was informed of was by a livechat CSR, who I later learned actually did not have the knowledge or authority to take such actionsI have had no contact with any member of this alleged team nor has any evidence been shown that I am guilty of such baseless accusations. My account was likely flagged automatically (though I'll never know since I apparently will never get to speak to a support staff aside from indirectly through a Revdex.com complaint)There has been multiple instances where positives have occurred and upon further review actions reversedMost recent to my memory, certain audio card drivers getting all sorts of people banned from another one of Blizzard's gameThis has apparently become an ongoing issue for me and has really left me no choice but to leave the Blizzard franchise behindAny more time or money invested could always be stolen away, by an algorithm, with zero recourse or support available from the Blizzard so it seems beyond foolish on my end to ever risk either.While I'm not surprised that whoever responded to this ticket feels that their responses were correct considering they themselves respond with a template, generic answer that doesn't even address me directlyI guess a 10+ year customer with thousands upon thousands of dollars doesn't deserve *one* single phone call or *one* single email. Here are some of these "correct responses" showing the level of support and customer care given:"This action will not be overturned.""We will not provide an additional review of the account or discuss the actions taken as they have been reviewed and upheld""This penalty has already been upheldAny further request on this topic will not be reviewed."Zero support or investigative actions were offered or likely doneJust stonewalling and ignoring the customer until they go awayI could understand such treatment if I was mass mailing them or involved on a large scale of these malicious activities but my tickets to support spanning multiple pages pouring out the true love and passion I have for this game show that I am a passionate customer and an actual human being Please refer to my livechats regarding the defamatory commentsThough since you have basically just inferred I am a liar, and have this entire time by your complete refusal to assist me or even refer to me as a human being in any manner it should not come as a surpriseYou have a customer (me) who has spend thousands upon thousands of his real life, hard earned money on your products over the span of a decade!! and a CSR speaks to me as if I was an insubordinate child"Let me tell you how it is buddy" I was also accused of the criminal activity of phishingIf review these live chats I had you will see this conversationThe entire time I was talked down upon and ignoredIs being condescending one of Blizzard's core values now?I use the survey system as I'm sure you are aware of if you looked into my tickets, but it is not always provided as an option for one and secondly when my tickets are instantly closed it is also not given a lot of the time as an optionTo the point throughout my contacts with various support agents I am essentially begging for the correct channel to speak to someone with since the current system is not working. This entire situation has caused a large amount of stress and depression in my life*** ** *** was always a cherished escape from the sometimes troubling nature of real lifeMy closest of friends, my heartiest of laughs, even some tears have been shed throughout a decade of trampling around this vast world your company createdIt's always been my safehaven to go to when I need to recharge my batteries or just get away for a few hoursTo play with old friends I've met from across the world and make new ones along the wayI have invested far more than my time and money to this game but also a part of my soulTo have this so callously and thoughtlessly ripped away from me, to be treated with such contempt and dismissivness by the support staff truly breaks my heart. I am a real life human beingI am a loyal, honest, decade plus old customerI deserve better than thisI deserve to be treated as a human beingI deserve to be treated with respect, empathy, leniency, and professionalism I truly hope that Blizzard has not lost sight of the lives they have touched and shaped along their way to becoming a giant gaming gaming, and that the passion and community they built with them has not completely been cast aside in favor of ruthless, cold, dismissive automated services.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[This is exactly my point if they had actually reviewed the accounts, the account [***] was not banned for use of third party programs This is just another attempt and them sending a blanket response and not actually dealing with the customers individually The above mentioned account was banned for completely different reasons and I still have the emails from "blizzard" to prove it there was no legitimate reason to ban this account, there was never any third party software, bots, hacks or anything of the sorts used on the accounts Bad customer service Blizzard, really bad Reinstate the account or just continue being a horrible company to your loyal customers ]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I specifically sent names and addressesAlso when it happened again again sent even more informationIn essence I did their job for themThe main problem is their lack of communication with the consumer

As with any product we sell, all sales are finalWe had limited quantities available for purchase around the time of our Blizzcon event, and if not sold out, we reserve the right to sell remaining stock at a later dateAs for providing the customer the lower price, we informed them they could
return the item(s) they are seeking a lower price onWe would even give them a return label, so they did not need to pay to return them to usWith an item which is limited in quantity, we could not guarantee the item would still be available for repurchaseWe do not offer partial refunds for products due to sale; however the customer is still within timeframe to request a full refund for their purchaseTo request a full refund (which would include returning the items), they can submit a return request via the store site: https://gear.blizzard.com/us/sales/guest/form/They can submit this up to days from receiving the merchandise, and more information can be found about our terms of sale here: https://gear.blizzard.com/us/terms-of-sale/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again Blizzard missed the point. They changed the game so much it's no longer enjoyable. These changes were not mentioned during the time of the preorder, they were implemented weeks after the pre-order was made. Had I known those extreme changes would occur I would not have purchased the pre-order. Feel free to lock/ban/delete my entire account so they will be assured that it will not be abused. I am not paying for game I will not be playing due to your company mangling it.Was the preorder purchase an accident? No. Was the expected product drastically changed without notice? Yes. Keep it and give me my money back please
*** ***