Blizzard Entertainment Inc

Due to the time that has passed, we no longer have records of the reported in-game chat and are unable to verify an in-game violations have occurred However, when looking into previous reports we can confirm that an investigation was performed and the correct action was taken in each report
The two most recent contacts to Customer Support were regarding reports of an individual posting defamatory videos on Youtube Our staff made it clear that Blizzard is only able to verify harassment when it occurs in-game and that if such harassment should occur, it should be reported immediately along with utilizing in-game ignore features Once a player in-game has been ignored, their entire account will not be able to communicate with the person that is ignoring them Moving forward, we have established a case between the customer and the player they are reporting within our internal systems and will take action against the offending individual if the customer is harassed in-game by this person and it is reported to our Customer Support staff This action will be taken in accordance with the World of Warcraft Terms of Use (***) and may include a suspension of in-game access Should the harassment continue, it may lead to harsher penalties up to and including closure of the offending account if deemed necessary. We are dedicated to providing a safe and comfortable environment for all of our customers; however we are not able to provide free character transfers when a customer has been harassed as we have several other methods in-game that allow players to avoid unwanted in-game communication and our support policies and procedures that allow us to penalize any players who are found violating our in-game chat guidelines

Mr***, we will review any allegations of misconduct by our staff. Rest assured we want to continue providing you with an epic customerservice experience We apologize in advance if your tickets were not addressed appropriately by our staff. Please note that we will
review the matterinternally and investigate any Game Master misconduct. Furthermore, wehave acknowledged your report about cross realms and we have passed that ontothe appropriate department for review. Additionally, please note that we host an online support forum where customers can postfeedback regarding any software bugs, errors or general issues. Also check the World of Warcraft website (http://us.battle.net/wow/en/)for future announcements for any fixes or updates. In return, please accept a token of oursincerest apologies in the form of fourteen (14) days of compensation time

Hello ***, Thank you for continuing to express your passion regarding your Diablo III accountI had another chance to look over your account so we could be one thousand percent sure the action was accurateI’m confident when I say this action was not in veinYour account was found to be involved in the use of Third-Party programs as previously mentioned. The details were sent to your registered Battle.net accountBlizzard is unable to discuss the details of the action directly with you, due to the sensitivity of this informationReleasing details of an action of this nature to the public could potentially backfire, in the sense that others would know our detection patterns for these sorts of actions. I truly hope you understand our reasoning behind not releasing this information, and I suggest you read over the email that was sent to you at the time of the action for more details. If you have any other questions, let our support team knowBest of wishes!

Hello ***, Thank you for notifying us of your concerns regarding the “Silence” system, recently implemented into World of Warcraft I’d first like to address the silence feature itselfCurrently, it requires multiple players from multiple accounts to generate a report against
someoneIn your case, you had numerous players ranging from 07/ 07/reporting youWith the amount of reports generated in this case, and given the context of the reports, we are confident the action taken against your account is accurate, and justified That said, the action will not be overturned, and we will not be issuing any refundsI recommend you read over our Terms of Use for World of Warcraft, which every player accepted before entering the game for the first time: http://us.blizzard.com/en-us/company/legal/wow_tou.html If you have any additional questions, please let our support team knowBest of wishes!

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
[ if the accounts are to remain banned I would like the name of this 3rd party software that was use please and thank you for responding so quickly]
Regards,
*** ***

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 *** End User License Agreement which all subscribers agree toupon registering an account to play World of Warcraft:Blizzard may revoke your license to use *** and/orthe Games if you violate, or assist others in violating, the licenselimitations set forth belowYou 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.emethods, 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; Bots; i.eany code and/or software,not expressly authorized by Blizzard, that allows the automated control of aGame, *** and/or any component or feature thereof, e.gthe automatedcontrol of a character in a Game;3. Hacks; i.eaccessing or modifyingthe software of a Game or *** 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 the*** client, ***, 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 *** 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 youIn 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 ***.”For additional information on the *** End User License Agreement pleasevisit: ***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: ***

Greetings,We have reviewed the customer's complaint and their account A full review has now been performed by three different members of our hacks support team including the original penalty to the account This account was found to have used unauthorized third party programs
(sometimes known as bots, cheats, or hacks) mulitple times throughout the timeframe of detection These programs are a strict violation of Blizzard's End User License Agreement, give players and unfair advantage over others, and they pose a threat to Blizzard's Core Value of "Play Nice, Play Fair." The customer has been provided correct response at each level of contactThis penalty will not be overturned and no compensation will be provided for the account We have investigated the alleged abuse by our support staff, and all conversations have been reviewed All of the support tickets have been investigated, and we were unable to find any evidence of abuse by our staff nor disrespect Rest assured we do have internal reviews of our staff to ensure quality of contacts We recommend the customer fill out the survey after each ticket is closed so that the individual representative's supervisor is alerted of the level of service.For reference, the EULA: http://us.blizzard.com/en-us/company/legal/eula.htmlBlizzard EntertainmentCustomer Serviceshttp://us.battle.net/support

As stated on our Hearthstone refund policy ***all sales are final and we cannot reimburse any losses in arena due to a disconnection.If an issue happened in the game itself this should be reported to our bugreport forums
here***Disconnectionsare taken into consideration and this is why there are multiple attempts perarena ticket

Blizzard’s supervisors have reviewed the account again and confirmed that the account was in violation of the World of Warcraft Harassment policy.This resulted in a three (3) hour suspension of the account on 3/18/ A notice detailing the Terms of Use violationwas sent to the customer’s
registered email address when it occurred. As per the ***.net Terms of Use, to whichthe customer agreed to the following:Code of Conduct.As with all things, your use of the Game is governed by certain rulesThese rules(the “World of Warcraft Code of Conduct”), maintained and enforced exclusivelyby Blizzard, must be adhered to by all playersIt is your responsibility toknow, understand and abide by this World of Warcraft Code of ConductThefollowing rules are not meant to be exhaustive, and Blizzard reserves the rightto determine which conduct it considers to be outside the spirit of the Gameand to take such disciplinary measures as it sees fit up to and includingtermination and deletion of the AccountBlizzard reserves the right to modifythis Code of Conduct at any time. B.Rules Related to "Chat" and Interaction With Other Users.Communicating in-game with other Users and Blizzard representatives, whether bytext, voice or any other method, is an integral part of the Game and theService and is referred to here as "Chat." When engaging in Chat, youmay not:(i)Transmit or post any content or language which, in the sole and absolutediscretion of Blizzard, is deemed to be offensive, including without limitationcontent or language that is unlawful, harmful, threatening, abusive, harassing,defamatory, vulgar, obscene, hateful, sexually explicit, or racially,ethnically or otherwise objectionable, nor may you use a misspelling or analternative spelling to circumvent the content and language restrictions listedabove;Any disputes or questions concerning this account action can only be addressed byAccount Administration by submitting a Support Site ticket on your ***account. For additional questions on howAccount Administration can assist you, visit *** for more information

Hi ***. We were able to resolve your concern through a phone callback. During that call we ensured that you could login to your account, verified that you did not want a refund for your recent purchase and then covered how to reach out to our Customer Support staff even without
logging into your account. Should you have any further concerns please let us know by reaching out to Customer Support

Hello all, There are a few concerns and points brought up on this Revdex.com submission, and I know how important this issue is to *** So I want to make sure I acknowledge each one as clearly and professionally as possible(1) Account Sharing Whenever it comes down to multiple
users accessing a Battle.net account, the only authorized user allowed to access the account is the users associated with the first/last name on the accountWe allow the user to have minor (normally a child of the account holder) that the user is the legal guardian ofThis is outlined in the “Eligibility” section of http://us.blizzard.com/en-us/company/legal/wow_tou.htmlThat does mean domestic partners and married couples should have their own Battle.net accounts eachI know this is not something everybody is going to see eye-to-eye on, but trust us when we say it helps avoid very nasty situations down the road, especially in the event that the two players choose to cease their relationship to one anotherWe strongly recommend that our players abide by this rule, as account sharing leads to unwanted situations, such as account security compromise, account ownership disputes, account suspensions due to power leveling/third parties taking virtual goods (items/gold) from the account without permissionIn this case, it has led up to the user wanting to transfer a character off the account, to be given to his girlfriend, which is not a service our Customer Service team may assist with (elaborated in the next section)(2) The Transferring of Characters to Alternate Battle.net AccountsCustomer Service brought up a point that as long as the last names are the same on two Battle.net accounts, a character transfer between those two accounts is possibleThis is true, but not something we usually advertiseHowever, the reason this restriction was built in is not necessarily to facilitate family members, or married couples, or help promote domestic partners to become married to transfer characters between accounts, or anything like thatInstead, it was for players with two Battle.net Accounts belonging to the same user, and the first name is varied between the two accountsQuick example: John Smith and Jonathan SmithSame user, but they used a nickname on Account A, and full name on Account BThe system was designed to be flexible for Jonathan Smith to still perform this character transfer without CS assistance.Despite this intended purpose of this restriction, our players are welcome to use this service to transfer characters to alternate Battle.net Accounts that have the same last name, but being accessed/played different userWe have allowed this leniency to our players since the Character Transfer service was first introduced.To that end, our Customer Service team does not assist with the gifting, selling, or transfer of characters between two Battle.net Accounts with two different last names, even if the two accounts are married players with different last namesCustomer Service won’t be able to circumvent this intended, buirestrictionThis is to help protect our players from performing services/activities that go against our terms of use.Exception: The only time that our Customer Service team may be able to perform this kind of character service where the two last names are different is between a Legal Guardian, and minor, but only when that minor becomes the age of majority (years of age in most places around the world, depending on the geographical location, and laws for those regions)(3) Alternate Resolutions & Assistance We May OfferMarriage/last name change for girlfriendI acknowledge that this alternate resolution is not ideal just to do this service, but I wanted to at least list it here as a possibility as other Game Masters have mentioned it.Have girlfriend make a new Demon Hunter (incoming World of Warcraft lingo)The character the *** has expressed here is a Demon HunterDemon Hunters are special in that they start at level 100, not level 1, so the girlfriend creating a new Demon Hunter on a separate Battle.net account is probably the best alternate resolution I have for this.Yes, she would need a level on the server to make the Demon Hunter, but Legion comes with a boostShe could use the boost on the server she wants the Demon Hunter on if she’s now willing to level from to on that server.And yes, it does take some time to go from to 110, and to catch up with gear, however with quest experience, and a guild helping carry the character in Mythic+ dungeons and raids, the character can become progressed in a fair amount of time.As for Artifact Power/Knowledge, there are some Artifact Knowledge catmechanics we introduced recently that will help the new Demon Hunter jump to at least Artifact Knowledge quicklySee http://www.wowhead.com/news=258051/7-1-5-ptr-artifact-knowledge-compendium-catfo...⇄ more information.Recovering her old World of Warcraft accountWhile not directly tied to the issue at hand, *** mentioned in a forum post that her girlfriend used to play WoW in I wanted to make sure he knew WoW account recovery is an optionIf ***’s girlfriend wants to recover her old WoW account, she should make a Battle.net account, and hit up our CS team to see if we can locate, verify, and recover her old WoW accountThis is not always possible, though, depending on what our investigation yields.- - - - While I know this is not the resolution *** hoped for, it’s the only one I can offerI hope my response was thorough and informational, and gives *** an idea of where we’re coming from with this, and helps *** and his girlfriend decide what they want to do next with this situation. Blizzard EntertainmentCustomer ServiceBattle.net/support

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
AS stated yes, they make a response of a message sent to you in game but if you are not happy with what they say and make a "Need more Help" ticket you get nothingyou now never talk to anyone nor you type to anyone- they just close it.that is not customer service- can not call them- can not get a call back- nor can you "talk" thru typing like texting to any customer support with this companyif you like at everyone of the tickets they never talked or typed to me- sent message in game then closed itsorry blizzard what you do is not customer serviceOn the matter of answering a ticket- your best time is about 2-days- if a paying customer need help that time line is a joke- A BAD JOKE
Regards,
*** ***

Greetings ***,It looks like the last ticket you filed was responded to within minutes of being filed, on 9/Checking the ticket response, the rep had let you know to log into the device the purchase was made on to force it to go throughThis is the first troubleshooting stepFrom there
they offered to provide the card packs if you replied and uploaded an image of your receipt from ***Checking the attachment you provided, it is a screenshot of a bank invoice which only provides the merchant name (***) with no referral name or reference to BlizzardPlease see the link below on how to find a receipt from a purchase made in ***:***We are more than happy to provide you with the packs that were paid for but do need your help in acquiring the receipt so we can reference the purchaseIf you reply back to your ticket (US52368375) or file a new one, we'll get to work processing your request as long as the necessary documents are providedI apologize if there was any frustration or confusionIf you find need to file any additional tickets, you can always review the responses here:***If you have any other questions, please feel free to file a ticket through our standard support page and we will do our utmost to ensure you are taken care ofBest wishes

We appreciate your report and wewill investigate the matter with our Support staff. If we discover any violations of theBattle.net Terms of Use, we will take appropriate actions. However, we cannot discuss the details of ourinvestigation nor can we disclose what actions we take on
other players’accounts. If you need to discuss theissue with our support staff, please submit an in-game ticket: ***

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 can only repeat that this is completely unacceptableThis is policy is transparently in place so that they can hold onto small unusable amounts of money from large numbers of peopleAnd the proof of that is that the policy cannot work in the long run - They don't intend to return the money to me, and they admit that it's too small an amount to use for a purchaseSo at some point, when the business inevitably closes as all businesses eventually do, they will still have my money (and that of others like me) and they still won't return itSo at that point the money will go from being "held" to being "stolen," because it will have been somehow made to disappear
Regards,
*** ***

Hello,We have reviewed the matter again and we have arrived at the same conclusion A suspension was applied in response to exploitation that occurred within the World of Warcraft gameThe details were sent to the email registered to the Battle.net accountOnce that suspension concludes the
account will be accessible againThis 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 In particular:THE BATTLE.NET ACCOUNT.CLicense Limitations.iiCheatingCheats; i.emethods, not expressly authorized by Blizzard, influencing and/or facilitating the gameplay, including exploits of any in-game bugs, and thereby granting you and/or any other user an advantage over other players not using such methods.With regards to the refund requests, digital purchases are considered final and refunds are not offered in most casesWe did investigate the possibility for an exception on those orders, however the characters had been played and the content experienced on the accounts was beyond what we could offer a refund exception onAs a result we will be unable to offer are refund as requested by the customer.We understand that account suspensions are disruptive to the customer and do not take these actions lightly, doing so only to protect the integrity of the game.Regards,Customer ServiceBlizzard Entertainment

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/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/
http://us.battle.net/wow/en/forum/topic/
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-
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/
We have added five (5) days of compensation time to all players that had an active subscription during
launch. We sincerely apologize for any inconvenience
that may have been caused. Thank you
very much for your understanding and patience during this time. If there are any issues claiming the
compensation time, please contact Blizzard’s Customer Service department at: https://us.battle.net/support/en/article/contact

Greetings,As previously stated, we will not be refunding the purchases made due to violations of the Terms of Use (http://us.blizzard.com/en-us/company/legal/wow_tou.html)The Terms of Use define Rules of Conduct that must be followed when playing World of Warcraft, including rules related to chat and interaction with other playersAny breach of these terms can result in an account penalty ranging from a warning to closure of the account, based on the severity of the infraction and how often a player has violated our policies in the past.Please keep in mind that while certain chat topics or jokes may seem appropriate to you, another player in the game may find the same conversation inappropriate or offensiveIn the end, we want World of Warcraft to be a fun and safe environment for all players

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/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/
http://us.battle.net/wow/en/forum/topic/
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-
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/
We have added five (5) days of compensation time to all players that had an active subscription during
launch. We sincerely apologize for any inconvenience that may have been caused. Thank you
very much for your understanding and patience during this time. If there are any issues claiming the
compensation time, please contact Blizzard’s Customer Service department at: https://us.battle.net/support/en/article/contact

Hello *** ***, I took some time to review your request and your ticket historyAfter looking at all the information available, I agree that in this case a refund would be appropriateAs such, I have sent that refund to your method of payment used, in the amount of $It should take 5-
business days maximum to see that returnedI apologize for any frustration on the matter as there could been some additional clarity provided, in particular on the screenshot requestThis was solely a desire to provide this information to our engineers to help verify if there was an issue and if so, to help them troubleshootWhile Stimpacks are provided immediately and normally not eligible for refund, based on your report and the immediacy in which you notified us I made the exception to get you taken care of. If you have any additional issues that arise, please do continue to make use of our ticketing system at us.battle.netWhile this specific report may not have been handled to satisfaction initially, I have passed feedback along to the supervisors of those you did speak with and we always strive to assist where it makes senseThank you again for your patience and best wishes