Blizzard Entertainment Inc

In our ongoing efforts to provide the best customer service possible to our players, we have launched a newcustomer Service Web Site which will assist with a variety of issues.  To get started, please visit:[redacted]When you access Blizzard’scustomer...

service portal, you will be able to access all support contacts in oneconvenient location which include: live web chat, in-game assistance, and phonecall backs.  Additionally, you will beable to quickly and easily check on the status of your customer servicerequest.We ask that all requests to gothrough the Service Web Site please go to: [redacted] - andsubmit your questions.  The hours forlive support are 10am to 7pm PST, seven days a week.We reviewed the matter and wehave confirmed that there is no discount when a customer purchases Diablo III:Reaper of Souls Collections when they do not have an existing copy of thestandard version of Diablo III: Reaper of Souls.  The reduction in price occurs when a customerupgrades from an already existing standard edition of Diablo III: Reaper ofSouls.Upon review of the customer’saccount, the customer only had the trial version of Diablo III.   If the customer has additional questionsregarding the pricing structure of Diablo III and Diablo III: Reaper of Souls, please contactcustomer service by submitting an in-game ticket at: [redacted]

Thank you for everything you did to resolve this issue.  It has been resolved, I can log on to my game and they gave me 23 free play days....have a great day
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.
My complaint was not in relation to the number of appeals that Blizzard allows, but rather that they have no system in place to have matters escalated or to even place an internal complaint. This is standard practice in companies the size of Blizzard and it is ridiculous that Blizzard effectively stonewalls all consumers into accepting decisions made by its low level customer service representatives. I once again reiterate that I have not used any unauthorised third party programs on my account. Since my account was suspended I have conducted significant research into similar cases which quickly revealed how often Blizzards wrongly detects and suspend accounts. Although some players are able to appeal the wrongly applied suspensions many are unlucky and remain suspended such as myself. I have not breached the End User Licence Agreement in my entire 10 years of playing this game and have not breached it in this circumstance. I understand that the integrity of the game must be protected; this does not give you the right to ban accounts erroneously. I will no longer be supporting Blizzard in light of this decision, I will not renew my World of Warcraft account following the expiry of the 6 month suspension and I will not purchase all of the company's products as I have always done. I will also ensure that I inform all other Blizzard customers on the forums that I frequent of the poor customer service and decision making I have experienced. As my account has been suspended without breaching the End User Licence Agreement I will also be contacting my bank to initiate a chargeback on my debit card due to services not supplied. I am disgusted and disappointed in the manner in which Blizzard treats its long term customers.
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.Until now Blizzard do not seem to provide any details on which third party software was flagged.I still claim innocence and I have no third party software, I am also willing to give full access to my computer in order for them to see what are the software that was flagged and if it really affects the game in any way. I have been fighting cheaters since 1997 when I was moderator on the zone for age of empires series. Also I have witch hunted hackers for many years on the busiest CS1.0-1.3 presteam counter strike game. Of course during my master and Ph.D. I played a bit less and came back to gaming casually with D3 to take stress out of my real life job as director of a biotech company. Blizzard is wrong on this one. Coincidence or not the day I installed my new Bluetooth [redacted] Aura on my iMac I got banned few games later. Again, I am willing to put my computer at their disposal so they see why I was flagged and correct this mistake. I have never ever used, downloaded nor agreed to a third program that is in any way interact with this game. Since Blizzard refuse to share their evidence, why don,t they access my computer and play the game or look into it from my side of the game maybe than and only they will know what triggered this unacceptable wrong and unfair ban.  Regards,
[redacted]

Greetings,We have reviewed the matter again and we have arrived at the same conclusion.  Providing an exception isn't something we are able to in this case given how much time has been spent on the orginally boosted character.We will restore access to the deleted toon if requested once a character slot is freed up on Moon Guard.  It also appears we have offered to transfer that character, once we are able, to the server the customer's friend is on so that they may play together.  Both these offers still stand, and if they wish to take up up on that, the customer may open a ticket on the website to let us know.  Regards,Customer ServiceBlizzard Entertainment

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 consider this complaint resolved, although I personally do not agree with some decisions made by the business company in question.
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.
This does not solve my problem at all, as I know that I have never used 3rd party software or exploits on my account. Blizzard is being belligerent and continues to holds no regard for their customers, this last response was even sorter thanthe previous responses and lacked any attempt to be civil or try to resolve the issue. I am attempting to communicate with Blizzard because I care a great deal about this account and am willing to work with them to resolve this, howeverthey continue to show atrocious customer support/service.  
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.
I'm the victim and.blizzard postion doesnt make it right what has been done to me. Its.called freedom of.speech. Our.founding.fathers.did this so people can say.what.they.want in.any.form.without.penalty. You.cannot.control what.people.say.and do.and punish them like some kid. It.has been over.3 hours.and accountnis.still unjistified supended. I requested compansation for my aggravation. I still request some for of.compinsation and.to.be immediately unspended. I.have been.unfairly treated and i.know that.the other people involved was not not penalized for there use of language.  
Regards,
[redacted]

On 11/18/14, the customer’s account was lockedas a precaution due to exploitive activity account.  As a precaution to prevent furtherexploitation to the Account, Blizzard suspended the customer’s account andconducted an additional inquiry into the unauthorized access.  At the conclusion of...

the investigation, itwas discovered that an IP not belonging to the customer was found on theaccount and it was that same IP that caused the compromise on the account.  As of 11/20/14, we have authenticated theaccount and have unlocked it. Additionally, we have added 90 days compensation time. We want to reiterate that account security is ultimately the responsibility of theuser.  The Battle.net Terms of Use islocated at http://us.blizzard.com/en-us/company/about/termsofuse.html, whichwas accepted when the license was activated and the account(s) establishedstates that, “During the Account creation process, you may be required toselect a unique username and/or a password (collectively referred to hereunderas "Login Information"), and you may not share the Account or theLogin Information with anyone other than as expressly set forth herein. You areresponsible for maintaining the confidentiality of the Login Information, andyou will be responsible for all uses of the Login Information, includingpurchases, whether or not authorized by you. In the event you become aware ofor reasonably suspect any breach of security, including without limitation anyloss, theft, or unauthorized disclosure of the Login Information, you mustimmediately notify Blizzard by emailing http://www.battle.net/support. To protect your account fromunauthorized access, we have developed free authenticators that you can use ifyou have a mobile device. If you wish to download a free authenticator, pleasevisit https://us.battle.net/account/support/mobile-auth-download.html If the customer wishes to purchase anauthenticator on our website, please visit www.blizzard.com/store.

Greetings , I wanted to let you know that I have received your case regarding your account closure. In your case, you have requested the action be modified. I want to let you know that I and several of my peers have looked deeply into this issue again, and we have come to the same...

conclusion.Several different representatives have independently investigated your issue. They, and myself, verified the infraction took place, and the penalty was correctly applied.   These investigations include a review of the loglines generated by the server when a player does anything in game. Gold trade, any item acquisition, killing a boss... These all generate a log line we can use in these investigation.  Since they're all server created, they're all impartial, and mechanically created. We are unable to provide exact log lines or research methods used to prove the action is correct. The reality is there are groups of people working to undermine our game, and the rules put in place to prevent exploitation. We need to keep our information confidential and out of the public eye. This is to avoid having our verification methods brought to light and circumvented. This is a frustrating necessity; I understand the desire to know what happened, but we cannot release that information.As this suspension was the result of the violation of our terms of use, which all players agree to prior to signing into the game, we do not refund game time affected by this violation.

On November 13, 2014, many
of our players experienced technical issues which prevented them from logging
into World of Warcraft.  Furthermore,
once players were able to log into the game, they experienced long queue times
to enter the game servers.  To resolve these
issues, our...

engineers had to apply several optimizations to our infrastructure
in order to improve performance.  We are
currently monitoring our servers 24/7 to ensure that everyone has an enjoyable
experience. 
In response, our community representatives began issuing Warlords of Draenor Launch updates to
inform our players 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/15269358511
http://us.battle.net/wow/en/forum/topic/15270807748
Additionally, Blizzard released a patch on November 17th, to address any bugs, crashes and
latency 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
to review this information.
On November 18th, Blizzard addressed
the community regarding the recent launch issues.  We posted this message on our forums at: http://us.battle.net/wow/en/forum/topic/15269759060
Lastly, Blizzard has issued a refund for the pre-order for Warlords of Draenor in the amount of $49.99.  Please allow 7-10 business days for the
refund to appear on the customer's credit card.   For any inquiries regarding the status of the
refunds, please contact customer service at: https://us.battle.net/support/en/article/contact

On 12/3/14, our support department has reset the password on the account.  Weapologize for any inconvenience caused. If you are unable to log into the account, please open a ticket with usand we will be more than happy to assist you. In our ongoing efforts to provide the best...

customer service possible toour players, we have launched a new customer Service Web Site which will assistwith a variety of issues.  To get started, please visit: https://us.battle.net/support/en/article/contactTo protect your account from unauthorized access, we have developed free authenticators that you can use ifyou have a mobile device. If you wish to download a free authenticator, pleasevisit https://us.battle.net/account/support/mobile-auth-download.html

Again, this player is using a [redacted] product which has been modified in ways we do not support (specifically the video card used, which is not made for [redacted] and does not correctly interact with our game on them).  As we do not support this per our public statements, we cannot offer any further assistance.  I am sorry we cannot assist you further.

Blizzard is unable to release the name of the third-party program that was detected on these accounts as this information could be used to better the circumvent the methods we have developed to detect usage of cheating software.   The accounts in question will remain closed and will not be reopened for any reason.

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.
They referred me right back to what doesn't work and the reason I filed the original complaint was because their methods aren't working, yet they just refer me right back to what isn't working, it makes no sense. They didn't even suggest that they would work on improving their methods. What a cold and impersonal response.
Regards,
[redacted]

Greetings,After a careful investigation of your account action, we have agreed to remove the warning and suspension of your account from the World of Warcraft servers.  It does appear this was a false positive, and we apologize for the error.This change has already been put into effect, and...

your account should again be available for play.  15 days of game time have also been added to your account for the trouble.  The initial suspension also removed your recurring subscription details from the account; you will not be billed again on this card unless you enter the details again manually. Once the current subscription is over if no further payment details are added, your account will become frozen.Hopefully this addresses everything. If you have any additional questions, please let our support team know. Best of wishes.

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 24/7 to ensure that everyone has an enjoyableexperience.  In response, our community representatives began issuing Warlords of Draenor Launch updates toinform our players of any issues that are occurring.Those updates can be foundon our World of Warcraft forums at: http://us.battle.net/wow/en/forum/topic/15269358511http://us.battle.net/wow...⇄ 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-17-11-17-20...⇄ review this information.On November 18th, Blizzard addressed the 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 any inconveniencethat may have been caused.  Thank youvery much for your understanding and patience during this time.  If there are any issues claiming thecompensation time, please contact Blizzard’s Customer Service department 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Under California's Consumers Legal Remedies Act, banning is is the same as intent to not to provide service. Under CLRA, any waiver of rights by the consumer is void, this supersedes your TOS to void my right to a refund. 
Regards,
[redacted]

Hello,We are certainly sorry to hear of issues connecting to the games.  It is our goal to have the game run as optimally as possible as often as possible.  We will investigate and resolve what is within our control, the servers and our ISP that connects them to the internet.  However...

once it has been determine that the conflict does not reside within our hardware and network we can only offer suggestions based on our experiences as to what might resolve the disconnect.  Though we are here to assist with suggestions and our own experience, it is the responsibility of the end user to be certain they can connect to the network. We do not have access to the information for your Internet Service Provider, nor do we have physical access to your network that troubleshooting steps beyond the suggestions we have would require.  Further, we are a gaming development company we do we offer that level network troubleshooting as a service.  So we can only make those suggestions available on our Support site for things that our outside our realm of influence.  At the time of this response the World of Warcraft servers are up and operating, if you are still unable to connect we would encourage getting in touch with your Service Provider for further troubleshooting steps.We are unable to offer compensation for technical issues outside of our control.  We do see that the subscription for the account re-upped for 6 months in July.   If you like we can cancel the subscription and refund the future unused time at a prorate for that future time as an exception to our normal policy.  Please let us know if that is what you would like.Regards,Customer SupportBlizzard Entertainment

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.
[The accou.t should be compensated due to server problems blizzard frequently has. I will not a cept any other answer than what I have originally asked for.]
Regards,
[redacted]