Blizzard Entertainment Inc

Greetings, Thank you for submitting your contact todayWe have reviewed the customer's account, the reported problem, and the subsequent contacts to our customer service center. On December 22nd, the customer purchased World of Warcraft tokens using the in-game purchase interface and used
*** as his payment method. The next day, *** reported these charges as fraudulent and the funds were removed from us and returned to ***This has created a "chargeback" situation, and now the account is in a negative balance. We require repayment of all chargebacks prior to opening the account again. https://us.battle.net/support/en/article/Chargeback-Repayment-Options The customer had contacted our Customer Service staff and asked to repay the chargeback with a credit card. In most circumstances, this is a service that we offer for chargeback repaymentsHowever, our system currently does not take credit cards for *** chargebacksWe require guaranteed funds in the form of a money order to be able to repay a chargebackIn this case we would like to offer the customer an exception to this. If the customer is willing, he can go to a store and purchase two *** *** *** *** cards, and apply the codes to his accountThen after applying the codes, he can contact Customer Service again and we can unlock the account. Battle.net Balance cards can be purchased from select retailers such as *** *** *** *** *** *** *** We are noting the account that this exception is being provided when the customer is ready If the customer has already sent repayment via Money Order, he will need to wait until we receive and process the paymentBlizzard EntertainmentCustomer Serviceshttp://us.battle.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
I have found this issue to occur even after disabling all addons, furthermore you ignored the topics I linked showing others with this same issueI have also not found the support that I have received in regards to this issue via the ticket system to be satisfactory so farIt sounds like you didn't fully read the initial complaint I submitted.Unfortunately, it seems that I'm not going to get anywhere through this avenue of support eitherPlease close this complaint, and let it be known that I'm not satisfied with how Blizzard handled this, I'm just giving up
Regards,
*** ***

Hello Rodney, Thank you for notifying us of your recent experiences with our Customer Service department, as well as your Heroes of the Storm gameI understand you are wanting a better avenue to feedback Heroes Generally, the best avenue for providing feedback for any of our games,
is the game’s proper forumHere’s the Heroes forums: http://us.battle.net/heroes/en/forum/ Whenever you submit feedback, keep in mind, our developers have millions of players submitting a generous amount of feedback every day, therefore most of what you report will not receive a responseIf you feel very passionately about an in-game mechanic that needs to be improved or changed, the best thing to do is to get as many players as possible to post on your forum threadNot only does this generate more attention on your thread, but it also allows players to debate the feedback amongst themselves I understand that, at times, it may seem like we’re not reading any of the suggestions players are posting, however, I can assure you we have a team dedicated to *solely* reading and responding to player feedbackThese individuals are also in charge of forwarding feedback to our developers, and while a thread may have not received an official response from a moderator, it was likely escalated to our development team for review Hopefully this sheds some light on how the feedback process works; if you need anything else, feel free to contact our Customer Service departmentBest of wishes! Regards, Blizzard Entertainment

Greetings,Thank you for the response We can clarify the points brought up by the customer When penalties are levvied against an account due to a breach in the EULA or Terms of Use, we do take into account anything that could cause a positive In this customer's case, there were no positivesOur records indicate proof positive the detection of unauthorized software being used Contrary to myths purported on certain web sites, audio drivers do not trigger any flags on an account or cause our investigators to believe that a violation has occured Rather, very specific programs were detected as being used on this account, and that is why the penalty was applied. Our hacks team does not work directly with our customer base, rather, they work with us to ensure that all penalties are applied correctly, and to review them when necessary We appreciate and admire the customer's loyalty and passion towards Blizzard's games, and we hope that this situation could serve as a reminder that our games do have rules and that violation of those rules will not be tolerated EULA: http://us.blizzard.com/en-us/company/legal/eula.htmlBlizzard EntertainmentCustomer Serviceshttp://us.battle.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.I understand and agree with your sentiment about having to close down accounts that violate the terms of service and to limit appeals on those accountsHowever, there wasn't any third party software used to manipulate or interfere with Diablo to warrant closing my account, and the appeals and support process so far has not allowed me any chance to prove thatBecause there wasn't any third party software of any kind, the information you are basing the case on must be being misinterpretedAll progress in the game was done by a real human being, with no macros, no bots, no map hacks, no anything against the terms of serviceI wouldn't bother going through all of this if I were guiltyI would like to work with you to identify the software incorrectly classified as third party or botting software, not only for myself, but to help other users who may have also been banned unjustly who have also had their appeals deniedI believe it is in your best interest to make your cheating detection algorithms and processes as error-free as possible to prevent incidents like thisNo software has been installed or uninstalled on the computer since the banning, so I believe it will be a simple matter to pinpoint the issueI have attached a log of running processes for reference, which contains everything that is generally running while Diablo is, and therefore should contain the software caught in your logsPortrait Display's My HP Display software, Alienware's Command Center, the Logitech Gmouse, or the Gkeyboard are potential candidates for what you are seeing in the logs on your side causing the misunderstandingI hope that we can work together to solve this issue and that that solution is used to help improve your cheat detection process going forward
Regards,
*** And *** ***

On November 13, 2014, manyof our players experienced technical issues which prevented them from logginginto World of Warcraft. Furthermore,once players were able to log into the game, they experienced long queue timesto enter the game servers. To resolve theseissues, our engineers had to
apply several optimizations to our infrastructurein order to improve performance. We arecurrently monitoring our servers 24/to ensure that everyone has an enjoyableexperience. In response, our community representatives began issuing Warlords of Draenor Launch updates to inform ourplayers of any issues that are occurring.Those updates can be found on our World of Warcraft forums at:http://us.battle.net/wow/en/forum/topic/15269358511http://us.battle.net/wow/e...⇄ Blizzard released a patch on November 17th, to address any bugs, crashes andlatency issues that might have occurred. Please visit our webpage at:http://us.battle.net/wow/en/blog/16561637/603-hotfixes-november-17-11-17-2014...⇄ review this information.On November 18th, Blizzard addressed the community regarding the recent launch issues. We posted this message on our forums at: http://us.battle.net/wow/en/forum/topic/15269759060On December 2, we had extended maintenance to address serverissues. We posted our updates on our Customer Service Twitter feed at: https://twitter.com/blizzardcsWe sincerely apologize for any inconvenience that may havebeen caused. We have added five (5) days of compensation time to all players that had an active subscription duringlaunchThank you very much for your understanding and patience during thistime. If there are any issues claimingthe compensation time, please contact Blizzard’s Customer Service departmentat: https://us.battle.net/support/en/article/contact

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
A hour time window is not long enough for some of us and I don't accept this responseI still expect either my conquest point refund or a monetary refund, and I will not close this complaint until I receive one or the otherI was told by GM's in the ticket that exceptions are made, and I expect an exception as I am in no way, shape or form cheatingIf you can prove I'm cheating, then by all means please prove itOtherwise, I expect my refund ASAP
Regards,
*** ***

Hello,We are sorry to hear you're not happy with the procedure we have for addressing physical purchasesWe make every effort to assist in cases where an item is purchased from a physical location when merchandise is not as expectedWe have made an exception to provide a replacement, however we require the item we sent to be returned beforehandWe provided a return label so there is no cost to the customer, and once the hat is returned to us, a new one will be shipped out promptlyWe have shown that this process works, being it has been done once already.We look forward to seeing the return so we can send out a new hat soon.Best Regards,Blizzard Entertainment

Helo ***, Thank you for notifying us of your recent experiences with World of Warcraft, and our Customer Service departmentI understand you were wanting to receive specific details on why your World of Warcraft account was suspended I took the chance to personally investigate your
World of Warcraft account, along with all of the communication you received from our Customer Service departmentI know this is not what you want to hear, but after investigating your account and the communications you received, I can say with 100% certainty that the responses you received were accurate Your account was found, and suspended, for using third party programsFor legal and security reasons, we are unable to discuss the exact details of this suspension, therefore if you would like to receive this information, you will need to get your lawyer to contact ours at [email protected] in mind, it can take up to days for your lawyer to receive a response, and possibly longer due to the holidaysI also cannot guarantee that the information will be revealed, as your account has gone against the World of Warcraft Terms of Use: http://us.blizzard.com/en-us/company/legal/wow_tou.html Best of wishes! -Blizzard 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 a strong case of selective enforcementYes some of the statements said may be construed to break the tos, but I am easily one of the less offensive playersThe language that I used is the lingo of the server and most people who speak like that will not only not get a warning, but they won't receive any sort of punishmentThe damage done to my account is entirely separate from my violation of the terms of service as the terms of service are frequently violated by most members of the community few of whom ever receive any sort of punishment for saying the same things I've said, similar things to what I have said and things with the same implied meanings of what I had said. If you log into trade chat for minutes on the emerald dream server of world of warcraft, you'll probably hear a number or racist jokes, a dozen political arguments, unsavory historical facts repeated to win arguments and probably a holocaust or ann frank jokeWe're talking about the same company that owns the call of duty franchiseIn no way is my behavior any different from that of the unpunished communityThe only difference is that they are enforcing the TOS on me, whereas the other 99% don't have the tos enforced on them
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Blizzard Support team, yes I am passionate about this game since it is the only game I have been playing for the last yearsI do understand that the information could be sensitive and that it could constitute a way for some is to bypass your methodsI clearly understand that point and as I mentionned I been fighting cheaters all my life and completely get that pointBut Again, I would like someone from Blizzard to access my computer and see what could have triggered me being banned and which software it is I also give him permission to beat the hell out of that third party program because I know it does not give me any help in the gamejust check how many attempts I tried to beat the grift look at my gear and my mats and see if that software was used to give me any benefitsI really doubt thatin the end it is a computer with many softwares and we can't possibily know what interacts with your game.I am even ready to sign confidentiality agreement if this is necessaryAt this point, I really need to understand what third party program you are referring to and if this could be avoidedI have linked a photo of my iMac and mouse I also have a Kraken chroma headset and a newly bought Aura speaker from *** ***As I mentioned the day I connected by speaker, I played and failed couple of 87s and went to the kitchen to eat with my family while waiting for the season to end and when I came back I had a message code which I clearly thought it was a joke!Again I iterate my innocence and that I was wrongfully bannedI do not have any cheat or third party programs that could affect any of my gamingI play with hands like old times and I have the cramps in my fingers like everyone elseThis is also something I am very sure ofhow do you expect me to have confidence in you after thisif you treat your legit players like this and you don't listen by always referring us to the damn Eula and ToU which are uselessyou say third party programs when it is a computer with many files on it how can I, a common mortal with limited knowledge know what interacted with your software to cause this wrongfull ban of a me a legit playerI am not the only onemany are complaining too and your methods do not seem flawless at allyour appealing system even worse. I really need to talk live to someone who will explain this to me again I will give you full permission and full access to go in my computer and take out any programs that seem to interact with yoursno need to tell me what it isI just want to play the game as I always did with legitimicy. thank you again and I am really trying not to be frustrated with this situation, but I surely will never buy any of your products until someone resolve this in a civilized mattera permanent ban for someone who never cheated, never was suspended banned or anything, for someoen who fought cheaters all his gaming life is way harsh and not productiveAlso it is unheard of not to let your players know why they are banned, especially when they play on a Mac without accessing any botting or THud and all the crap softwares out there that did hold us back legit players from having funhence the para level in NS and only levels this season and I get banned!!! common Blizzard support teamyou can do better than this. Some said, maybe mouse program, maybe sound program maybe this and maybe thatit could be anything and this is why, legit players like me that you ban will never buy anything from you anymoreI canceled me going to Blizzcon and I already unsubcribed from receiving your e-mailsmy last resort thou it will break my heart after playing wonderful games from warcraft to Dto send in a final letter and close down all my Bnet accountSo I beg of you do not push someone like me, a legit player to take this type of actionI do care about Blizzard but I care more about not being worngfully banned with an unknown future and maybe another wrongfull ban if I buy another copy of your games.that is all and I really hope you reverse your decision and I will sign agreement and give you full access to my computerthis is what I propose and now tell me what you propose to do to resolve this I am determined!
Regards,
*** ***

Hello,We are certainly sorry to hear that the game continues to not function on your desktop computer It is our goal to have the game run as optimally as possible as long as the computer meets the minimum requirements 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 conflict 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 cannot troubleshoot software developed by another company if it seems to be preventing our own from connecting We do not have access to their information, and do not have physical access to your network that troubleshooting steps beyond disabling would require Nor do we offer that level of resolution as service So we can only ask that conflicts be temporarily disabled, attempt connecting again and see if that is the source of the connection issue We understand the concern over the risk, but it does not change the options available to our techs and representatives If you feel this is placing your computer at unnecessary risk I would advise contacting the developer of your security software or any other software that may interfere They may be able to assist in allowing the software to not see the Battle.net Agent as a threat.We are unable to offer compensation for technical issues outside of our control, and so the request of months of free service and dollars in products is not one we would be able to grant in response to this complaint We do see that recently the subscription for the account re-upped for months If you like we can cancel the subscription and refund the future time that applied if you had intended to cancel 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I completely understand that I'm responsible for my accountI have never shared my account information with anyone elseI never gave permission for anyone to log into my accountI never knew anyone else logging into my account, I still can't be sure about it, but if that is what you are saying, I guess I have to trust you.My case is comparable to hacking, since my account was accessed without my permission and knowledgeIt is a serious offense and you can't really blame me for it since I'm the victim hereI have given you all the information about the situation and my account so you can see I didn't benefit anything from this, but instead I already lost ALL the items I acquired during season and got badly left behind in non-season/season progression since I haven't been able to play for the last month.The person responsible for this already admitted it and you have her personalWhat else do you need? Do I need to file a criminal case to the police so you can investigate this? Do I need to take this to the court? How can I get my ban lifted since I personally haven't done anything wrong here? I have never gotten any warnings in any of your games, my account has been already banned for over a month, I lost all my items from season 1, I lost my streaming schedule and followers with itHow much more I have to suffer due to another person's actions?
Regards,
*** ***

Hello,We definitely understand the position that no one wants to have their account closed, 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 closed on the basis that the account was not compromised and its subsequent use of the unauthorized program This action is taken in accordance with the 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 closures does mean that we must limit the number of appeals we will investigate Multiple representatives verified the the closure was warranted in this case. Regards,Customer SupportBlizzard Entertainment

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 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 this violation of our World of Warcraft Terms of Use (http://us.blizzard.com/en-us/company/legal/wow_tou.html)This action is taken in accordance with the *** End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a *** account

We apologize for any inconvenience caused We have added three (3) days of game time to your World of Warcraft account Our Technical Support staff believes the issue may be related to 3rd party add-ons that the customer's may be running in conjunction to World of Warcraft If the issue is still occurring after disabling the add-ons, please contact customer service at: ***

Hey Colt, Thank you for notifying us you were having some issues with your Warcraft Promotional code and the support you receivedI wanted to first address the miscommunication which led to your understandable frustrationIn support, we of course have the ability to grant any amount of time,
dependent upon the situation is where that changesYou were not denied by random luck or spite, but rather our policies which govern our decisionsThe promotion itself is correct in that you are provided a free game, that is the promotionDue to the way the base game works, it grants days anytime a new account is made which is why it notes that the game time is included (with the box) rather than as a standalone gift itselfSemantics aside, the intent was to get people into World of Warcraft and playingAny time provided that is not automatically provided from a new game would be an exceptionWith millions of potential people claiming these keys, you can see how that might cause a bit of an explosion if we converted the free game into free days. That being said, I get the frustrationIt is a fine line but one that is there nonethelessYour account has been credited days and I have removed the new copy of the gameI want to be clear however this is an exception made by our supervisory staff and is not something we are offering or supporting in general, nor were your previous responses inaccurateWe do appreciate your time with us and the amount of effort you have put into your gameTo reflect that we are providing days as a thank you rather than just "converting" the promotional code. If you have any additional questions please let our support team know and we'll be happy to look into it for youBest wishes

As expressed in the previous message, we have conducted multiple thorough reviews of the closed accountsWe will not reveal any specifics on the findings on each accountWe can confirm each penalty is correct and in accordance to the Battle.net End User License Agreementhttp://us.blizzard.com/en-us/company/legal/eula.html Please keep in mind that the Battle.net account is still active and future purchased games can still be played

Hello *** I absolutely get the frustration when things occur in-game that are not expectedTo be forthright, this transaction is unsupported because services/runs/boosts are not game functionIt is very important to us to keep people from scamming each other, which is why we built the
in-game trade windowThat window keeps things players safe as you see exactly what you are going to getIn short, if you can't put it in the trade window (*** ***), it's not protectedWhile we are happy to look into the situation, neither gold nor action taken will be provided as this situation was created by bypassing the trade mechanisms we put into place to protect our players. With that said, I was able to verify that there were some issues with your instance realmThis, in turn, actually caused the tools used to verify these things to not display any participation by youWhile this is NOT the reason that I have assisted, I did mail your character the *** ** ***This item will allow you to start the questIt took about hour of searching to find the smallest shred of your character in there, so I could springboard off that to help outI apologize the majority of the focus seemed to focus solely on the scam portion rather than the lootDo please keep in mind though, paid runs are not something that we condone and should there ever be a dispute regarding money or terms of service, they are not enforced nor refundable. I really appreciate your patience and giving us the opportunity to check into thingsI hope you enjoy your new grove warden mount once you complete the questlineBest wishes!

Since we have implemented a system toallow players to switch items when it is purchased, we will not be offering anitem swap. No exceptions will be madefor any reasonFor more information regarding our item restoration policy,please visit our website at: https://us.battle.net/support/en/article/restoration-policy This matter has been reviewed severaltimes by our supervisors and we will not offer an item swap. To discuss this issue further with our staff,please contact customer service by submitting a ticket at: https://us.battle.net/support/en/article/contact