Blizzard Entertainment Inc

Greetings ***,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. Blizzard has determined that the suspension is warranted on the basis that the account was not compromised and its subsequent use of the unauthorized program This action is taken in accordance with the Battle.net End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Battle.net account Once the suspension has concluded the account will be accessible as normal

Greetings,We have reviewed the matter again and we have arrived at the same conclusion We have determined that the account shall remain closed on the basis that the account was not compromised and its subsequent use of the unauthorized program Furthermore, the account is not eligible for a refund of the requested services due to violation of the Terms of Use (http://us.blizzard.com/en-us/company/legal/wow_tou.html)This action is taken in accordance with the Battle.net End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Battle.net account Hopefully this further clarifies our stanceIf you have any additional questions, please let our support team knowBest of wishes

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.
Starting on November 14, 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/15***
http://us.battle.net/wow/en/forum/topic/15***
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/15***
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

We have reviewed the matter againand we have arrived at the same conclusion. According to Blizzard’s internal logs, the records show that anunauthorized third party program was detected when the account logged into thegame server. Upon review of the IP logsfor the account, Blizzard has discovered that the IP matches the customer’splay location. Additionally,several in-game tests were performed by Blizzard’s staff that showed that theactions on the account were automated by a third party application. Blizzard has determined that the accountshall remain closed on the basis that the account was not compromised and itssubsequent use of the unauthorized programAll in-game items and rewards thatwere accumulated during this time will not be reimbursed for any reasonwhatsoever. This issue has been reviewedby several levels of our organization, and we consider the matter

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 toinform 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/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/15269759060Lastly, has issued a refund for the pre-order for Warlords of Draenor in the amount of $49.99. Please allow 7-business days for therefund to appear on your credit card For any inquiries regarding the status of therefunds, 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 belowNote that my response is primarily intended for Blizzard directly.The point I am trying to make is that the offer I'm being given is not good enoughIt's a pathetic offer given the fact I was basically tricked into paying $for a change that took away what is essentially a priceless virtual item Okay? You confirmed that myu game time was given to me? My days of game time? My $of game time? Quit repeating yourself and read the fact that I'm not happy and I don't think your company is actually tryingYou want to make it right? Then how about this? The race change I was mislead into buying was $25 give me $30 in battle.net balance and I will close the complaint and we'll call it even
Regards,
*** ***

Hello ***, Thank you for reaching out to us regarding your recent experiences with our Customer Service, and the action taken against your account I had a chance to personally investigate the account, as well as all of the communication provided by our Customer Service
departmentI can say with complete certainty that the communication you received was accurateYour account was found to be using unauthorized third-party softwareThis has been reviewed by multiple Game Masters, and by our Hacks department twice; we will not be overturning this action I suggest you read over our WoW Terms of Use, if you decide to play again in the future: *** Best of wishes! Blizzard Entertainment

Greetings,Your order was placed on 12/12/At the time, we provided you part of the product in the form of a level *** *** Our records show that this character received extensive use after the purchase of *** While the rest of the *** content is not yet useable, an aspect
of the product received heavy consumption. During the order process, there was a terms of sale that both parties agreed on You may view this terms of sale here: http://us.blizzard.com/en-us/company/about/termsofsale.html Any purchase made is considered final, except for locations where prohibited by law As you mentioned, we do evaluate every situation for a possible exception In this instance, the purchase was placed over six months agoAt that time, part of the product was heavily usedDue to the time since the purchase, and the use of the portion of provided product, we will not extend a refund exception in this event I am sorry for any frustration

We did not request a license to perform a refund The refund was requested yesterday, at which time it was approved However, refunds can take up to business days to return to your bank, depending on processing time required We have taken no specific actions against this
players ability to play We have, in the past month alone, assisted them times with technical advice we are able to provide, though sometimes technical issues are beyond the scope of our business (we can only assist with how our games work, not hardware or other programs, or use of our programs on a modified machine - which is being used in this case) Additionally, we can only offer the advice Players must follow the requests we make for troubleshooting We have verified that nothing internal is causing this issue, and that we cannot assist further within the scope of our business We only request that you wait the business days for assistance, and use a non-modified machine for our games, as is listed on our game requirements page: https://us.battle.net/support/en/article/

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

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,
*** ***

We have added five (5) days of compensation time to all players that had an active subscription during launch.Thank you very much for your understanding andpatience during this time. At this time,we are not offering additional time beyond the days that were offered;however, if we do grant more game time, we will announce that information onour website. If there are any issues claiming the compensation time, please contact Blizzard’s Customer Servicedepartment at: https://us.battle.net/support/en/article/contact

We apologize for the extended maintenance period. As a token
of our sincerest apologies, we have added two (2) days compensation time to
your World of Warcraft account. Please note that if there are further interruptions to the service, we will post that
information on
the breaking news section on the login screen or on the Blizzard
forums (http://us.battle.net/wow/en/forum/). 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
When you access Blizzard’s customer service portal, you will be able to access all support contacts in one
convenient location which include: live web chat, in-game assistance, and phone
call backs. Additionally, you will be able to quickly and easily check on the status of your customer service
request.
We ask that all requests to go through the Service Web Site please go to: https://www.battle.net/support - and submit
your questions. Blizzard’s hours for live support are 10am to 7pm PST, seven days a week

An investigation into the allegations contained in the complaint of the customer
has revealed the Account was found to be employing a third party program that modifies the actions of characters in-game. When the account was logged into the game
server, Blizzard’s system
detected a third party program that has been
prohibited for use in conjunction with World of Warcraft by Blizzard. The use of these programs harms the game
environment and gives the player unfair advantages over other players
According to the Battle.net Terms of Use Agreement which all subscribers agree to upon
registering an account to play World of Warcraft, “You agree that you will not,
under any circumstances: (A.) or use
cheats, bots, “mods”, and/or Hacks, or any other third party software designed
to modify the World of Warcraft experience.”
For additional information on the Battle.net Terms of Use, please visit:
http://us.blizzard.com/en-us/company/legal/wow_tou.html
Even if this behavior is the result of a third party accessing the account instead of the registered user (for example, a friend, family member,
or leveling service) then the account can still be held responsible for the
penalty because of the impact it had on the game environment. The
Battle.net Terms of Use is located at http://www.worldofwarcraft.com/legal/termsofuse.html, which was accepted when
World of Warcraft was installed and the account(s) established states that, “You
are responsible for maintaining the confidentiality of the Login Information,
and you will be responsible for all uses of the Login Information, including
purchases, whether or not authorized by youIn the event you become aware of
or reasonably suspect any breach of security, including without limitation any
loss, theft, or unauthorized disclosure of the Login Information, you must
immediately notify Blizzard by emailing http://www.battle.net/support.”
Due to use of the third party program, Blizzard terminated the account on 11/6/14. A notice of Account Closure detailing the
Terms of Use violation was sent to the customer’s registered email address on that day. Any disputes of this action or further
information on exploitive activity, please visit the Account Administration
Overview and contact page here: http://us.battle.net/support/en/article/

Hello ***, Thank you for continuing to express your concerns, regarding your Legion purchaseWhile we understand your concerns, we are unable to provide you with a refund due to the age of the purchase, as previously stated I suggest you read over our Terms of Sale, should you have any further concerns regarding this purchase: http://us.blizzard.com/en-us/company/about/termsofsale.html If you have any additional questions, please let our support team know and we’ll be more than happy to assist youBest 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.This response is simply incorrect and easily verifiable through a quick *** ***.Here is a quote from a Blizzard employee (*** ***t) regarding the situation:*** *** ** *** *** ** *** *** *** ** *** *** *** *** *** * *** *** ** *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** ** *** ***This is in respect to the audio drivers causing positives for malicious software I mentioned in my previous complaintThere have been multiple other similar cases that are easily found with a *** *** ***I will provide a lengthy list of them if need be. This highlights a large cause of my frustration with this situationThe entire ordeal is highly automated, from the accusation to the action to any sort of response givenThere is this infallibility held by the customer service agents in their attitudes towards customers and their processesThere is no actual investigation or support given to a loyal, long term paying customerThe customer service agent responding to this post is not even aware or willing to take the sub seconds of time to google the *** audio driver issue that effected another one of Blizzard's games by causes positives on their detection scansThey simply load up a generic, cold, dismissive response ad infinitum because there's no possible way a mistake could have been made, right?Your customers deserve better than thatYou are capable of providing better service than thatIt is clear your processes are not infallible, that mistakes are madeIt is completely unreasonable and unfair to not even give the time of day, empathy, or leniency to your hard working, passionate customers when there is ample empirical evidence that your processes are in fact not the word of god and just because you refuse to address your customers doesn't make it OK.
Regards,
*** ***
After performing an additional review of the evidence considered in this action, we’ve determined that a small number of players had their licenses deactivated in errorWe have reached out to those players directly to inform them of the error and restore access to the gameIt is our mission to make Battle.net a fun and safe environment for all players, and we sincerely apologize to those who were impacted

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
Please review the case and petition in entiretyBlizzard sold a product which did not meet expectations, carried by the continued piecemeal support of its clientele such as myself. As it failed to meet expectations over one year later, the agreed upon refund amount is the only acceptable recourse
Regards,
*** ***

Hello, We definitely understand the position that no one wants to have their account suspended, and it is not an action that we take lightly. However in order to protect the integrity of our games, we will do so. 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. Blizzard has determined that the account shall remain suspended until April 5th on the basis that the account was not compromised and its subsequent use of the unauthorized program. This action is taken in accordance with the Battle.net End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Battle.net account. We do seek to assist whenever possible, but the nature of account actions does mean that we must limit the number of appeals we will investigate. Multiple representatives verified the the suspension was warranted in this caseAs the suspension is a result of a violation of the End User License Agreement, a refund would not be a service we offerRegards,Customer SupportBlizzard Entertainment

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 not the case, all of the games have been replaced by the "free" version which is a cheap facsimileNo one is able to play any of the three I mentionedAs I mentioned, if Blizzard refuses to return the games I bought so that I can play them, I expect them to let me know where to send the court paperworkI can make a short vignette illustrating that there is no longer a way to play either Wings of Liberty, Heart of the Swarm and/or Legacy of the voidLegacy I only purchased a short time ago, and Blizzard has deleted it.
Regards,
*** *** *** ** ***

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