Blizzard Entertainment Inc

Greetings, Our apologies for the confusion with this.  Looking over the account, it appears Legion was originally purchased back on January 29, 2016.  The boost was used this same day on the character [redacted] on Moon Guard. The original purchase of legion was refunded in April, which...

locked the character that used the boost.  Legion was repurchased on August 24, which restored access to the originally boosted toon. We are not able to provide a replacement boost, since the boost that comes with Legion is linked to the specific character, and it is intended that if the game is repurchased access to the character be restored. It appears that character has been deleted.  We can assist with restoring them, but would need a character on Moon Guard to be deleted first, since the account is currently at the cap of 12 active characters on the realm. If the customer has any other questions about this, they can also email Brian G. at [email protected] as detailed in our earlier contacts with them.Regards,Customer SupportBlizzard Entertainment.

The reported account was not listed as closed.  Player has received a final warning last month for violation of our advertising policies (purchasing our shop items for gold instead of real money, which is not permitted).  But they appealed their most recent penalty through our normal help...

system and it was already reviewed and overturned.  Player currently has access to all games on the listed account.  No additional changes can be made as the accounts are not locked.

Blizzard has reviewed the matter and hasissued a refund for a purchase of Diablo III: Reaper of Souls in the amount of $39.99.  This refund was processed on February 6,2015.  Please allow 7-10 business daysfor the refund to appear on your credit card. For any inquiries regarding...

the status of the refunds, please contactcustomer service at: [redacted]   If you wish to contact customer service regarding the matter, please visit our website at: [redacted]to get started.

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.
"We discovered that one or more characters were identified exchanging, or contributing to the exchange of, in-game property (items or gold) to known exploitive accounts."As MMORPG, World of Warcraft encourages players to interact with others. It is true I bought and sold items with gold, through auction house or trade, but there is no way to know whether the accounts which players hold are exploitive or not. Just "exchange of in-game property to known exploitive accounts" (and such accounts are NOT known to players) is the reason for ban, every market the Kouachi brothers (the attackers of [redacted] in Paris) visited should be considered as possible terrorist base and every merchant in Paris, therefore, should be arrested. I have no idea which exchange the Blizzard company is talking about - I have asked to state the exact action I did million times - and players should not be responsible for exchange of in-game property with in-game currency, exploitive-only-known-to-Blizzard account."Blizzard does not recognize any purported transfers of virtual property executed outside of a Game, or the purported sale, gift or trade in the "real world" of anything that appears or originates in a Game"Like I have said trillion times, the only times I use "real world" money is when I pay my monthly sub. It is really infuriating me that the company is just restating what is written on Terms of Use over and over again. I have read Terms of Use several times and none of my actions violated the terms. I have not made any transfer of virtual property for "real world" currency or anything. I have no way to prove I have not done anything because I have not done anything, but if the company still believes I made such transfer, please get a proof such as financial transaction or anything. I am tired of reading "You did this because I say so" type of argument.I highly condemn the wrongful actions Blizzard has taken, and make demands below :1. Immediate removal of my ban2. Formal apology by vice president or higher rank
Regards,
[redacted]

We attempted to reset the parental controls on the account, "[redacted]" and discovered that the parental controls option is not enabled.
We apologize for any inconvenience caused.  In our ongoing efforts to providethe best customer service possible to our players, we have...

launched a new customer
Service Web Site which will assist with a variety of issues.  If you need to get parental controls fixed, please visit: https://us.battle.net/support/en/article/contact

Upon review of the customer’s allegations, it may appear that the customer’s creditcard information may have been compromised and used on our system. Please takecomfort in the fact that we do not take fraud lightly and we will work withyour bank to investigate and refund any unauthorized...

charge(s). We ask that youcontact your financial institution and request that they contact us at [redacted] so that we can work directly with them to investigateand refund any and all unauthorized charges. The reason we request that yourfinancial institution contact us is to verify the credit card information andto check the status of any chargeback(s) which may have been filed.If your bank does not wish to contact us, please provide your financialinstitution’s name and if possible, the number to the local branch andmanager’s name.There are generally two ways for unauthorized charges to be refunded to your account1)        Your financial institution files a chargeback for any unauthorized charges(s)2)        Your financial institution contacts us and we will work directly with them torefund the unauthorized transaction(s) on our end (this is usually quicker thana chargeback)We also encourage you to contact your local law enforcement to investigate whoused/how your card information was obtained. If you contact your local lawenforcement office, please provide them with the [redacted] email address as a subpoena will need to besubmitted to provide law enforcement with personally identifiable informationto assist in their investigation.

We reviewed the tickets submittedby the player and we want to reiterate that we cannot change stats on the item oncethe stats are randomly generated.  Again,we apologize for any delays in responding to your initial tickets, we arecurrently experiencing a high volume of contacts.  If you would like to suggest features on howcrafting can be changed, please visit our Suggestion Forums at visit our Suggestion forums at, [redacted]

Greetings,   That is correct, in those situations where we have approved a refund. These are usually for very recent purchases for reasons other than buyer’s remorse, such as financial hardship, technical issues, or situations involving an ISP.  In this case, it appears to be buyer’s remorse for a product that was already purchased and used.  As there are no extenuating circumstances, and the purchase is over half a year old, we will not provide a refund in this situation.

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've already waste a lot of time on this issue, and I won't waste my time any more. Approve my partial refund application, no negotiation. I won't contact any of these customer services representatives because they only know how to waste my time, and you're not better than that.
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]
It is impossible to contact their customer service and as I have stated before I did their work for them its just that their response time takes so long they arent interested by the time they respond to you. If I could just get a high ranking manager to respond to me Im sure this could be resolved.

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 belowI apologize in advance for the lack of proper formatting, as I am typing on my mobile at the gym.
If you had bothered to check the status of my account you would have seen that I already have gotten the mount but I do appreciate the effort. My other issue is with the customer service I have received from you guys during this issue of period. Your CMs ignore vaild points on tickets and the best responses I got were in the realm of "good luck" and " its out of our power". This is not the frist time your CMs have failed to be consistent. Many times in the past when fellow players would make requests of Cms/Gms they would offer the responce we dont provide such a service ( in regards to name unlocking) I then would ask a gm/cm and they would unlock it. Consistancy is one of the most important things ( personally ) when I deal with a company and no offence blizzard has failed in my eyes in this regard. In regards to the unsupported transactions, you guys of all people should realize how prevalent carries are in world of warcraft it's been happening since I started playing in wotlk, I do find it rather under handed and lazy of you guys to not to be there for players when they need it especially since this kind of transaction occurs all the time.I have heard in the past that you guys pride yourself on having a "epic" customer service experience, but really having a weeklong support ticket, and resorting to the Revdex.com is not an "epic" experience. I did mention in my ticket that world of warcraft is one of my favorite games, but the experience gets less and less fun when dealing with your customer service team.Regards,
[redacted]

We have reviewed the account based off the information on the customer details and we did not find any license bans on the customer's account.  As a part of our ongoing efforts to providethe best customer service possible to the community, we have launched a newcustomer Service Web Site which...

will assist with a variety of issues.In the new Blizzard customer service website, you will be able to access all support contacts in one convenientlocation including web, in-game, and phone support. You'll also be able toquickly and easily check on the status of your customer service request.Customer service asks for all requests to go through the Service Web Site please go to: [redacted]- and submit your questions.For all other Blizzard service contacts please go here: [redacted]If you would like to dispute a ban: please visit the Account AdministrationOverview and contact page here: [redacted]

Greetings [redacted],Thanks for reaching out to us, and I wanted to say I'm sorry that you've had trouble posting on the World of Warcraft forums.  I wanted to make sure you are aware of what is going on behind the scenes here in regards to this problem and make sure you understand how this is...

going to be resolved. As was noted by 4 separate customer support representatives had explained on your tickets [redacted], [redacted], [redacted], and [redacted], this problem you are having is currently a bug with our forum system.  A bug means that is is currently not functioning as intended.  But the good news is that our engineers and technical staff are aware of this bug and are working to get it resolved as quickly as possible.  Our goal, as always is to provide posting access to all of our World of Warcraft subscribers. This particular bug is affecting a lot of of our customers right now, not just you, but many many others.  At this time we ask your patience while we work to get this bug resolved.  In the mean time, as a show of good faith, I have added 15 days of game time to your account.  If you have any further issues, feel free to reach out to us at http://us.battle.net/supportRegards,Customer ServicesBlizzard Entertainment

A two (2) hour item swap timer wasimplemented into the game to allow players to swap items if a mistake was madein purchasing the item.   Unfortunately,we will not be making any exceptions to reimburse the item.  We have reviewed the customer’s history anddiscovered that we have made...

an exception in the past to swap out PvP items.  At this time, we will not be issuing anyreimbursement since we have developed in-game mechanics to mitigate thissituation. For more information regarding our item restoration policy, pleasevisit our website at: https://us.battle.net/support/en/article/restoration-policy  If you would like to contact Blizzard’ssupervisors to review the situation, please customer service by submitting aticket at: https://us.battle.net/support/en/article/contact

Greetings, When making a purchase through Blizzard, all sales are final as per our terms of sale:  http://us.blizzard.com/en-us/company/about/termsofsale.html.  However, we do understand that sometimes unexpected events can occur in life, and we are happy to look into cases like this to...

see if an exception can be made. In this instance, the game was purchased on February 11, 2016.  We understand that part of the content has not been released. However, the portion of the content that is available, a level 100 character boost, has been used since February of this year.   Providing an exception isn't something we are able to do given how long ago the purchase was made and how much time has been spent on the boosted character. If the customer would like to continue discussing this with us directly, they have been given the email for the supervisor they talked to about this with in the past.  If desired, they are more than welcome to reach out to that supervisor with any other questions or concerns they may have.Regards,Customer ServiceBlizzard Entertainment

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]t.”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]

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]

Greetings [redacted], 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.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.The removal of goods and the suspension applied to the account were taken in accordance with the [redacted] Terms of Use ([redacted]) which all users must agree to upon creating a [redacted] account.In addition, notification of this removal was provided at the time of the suspension's removal. You may reference "Ownership(/Selling) of the Account or Virtual Items" under Section 8."...You agree that you have no right or title in or to any such content, including without limitation the virtual goods or currency appearing or originating in the Game, or any other attributes associated with any Account..." For your request of returned game time, you may reference "Termination" under section 10."...In 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 [redacted]. 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 Agreement..."

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/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 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

At this time we have no additional information to share. While I understand it may be felt these reports are not taken into account, we pay attention to each and every one that comes in. The determination of what is done falls under our purview and may not always reflect what the reporter feels is equitable. Thank you again for your thoughts on the matter.