Blizzard Entertainment

Greetings,We have reviewed the customer's account and support tickets, and there are many questions that remain about this issueThe customer's support tickets about "username" have not been made clear through the support tickets, and we would like some clarification on this issue Our support staff is unclear on whether the customer means the Battletag (AKA, handle or gamertag) or does he mean the registered legal first and last name If the customer means the registered first and last name, this information cannot be changed The information is input upon account creation, and cannot be changed by any user whatsoever The battle.net End User License Agreement (Section Aii) stipulates that by creating an account and agreeing to the EULA that: "When you create or update an Account, you must provide Blizzard with accurate and up to date information that is personal to you, such as your name, address, phone number, and email address." EULA: http://us.blizzard.com/en-us/company/legal/eula.htmlOnce the first and last name are set on the account, it is not able to be changed by any user of the account, and we do not provide exceptions except in cases where someone could show evidence of a legal name change.However, if the customer means that he wants to change the Battletag, we would be more than happy to change it for him Blizzard Entertainment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Their response is unsatisfactoryAgain I did NOT cheat not have I ever cheatedI was an active member in my clan and spent my days helping them or farming paragon or gems for myselfI did not nor have I ever used a 3rd party program in your gameI played your game every morning when I woke up until early afternoon when I went to the gym and hung out with my girlfriend and I played it evenings and half the nightAgain I played it not some programI understand that you have programs to detect things but the only things running on my computer other than your game are ***, [redacted] , and [redacted] and NONE of those have anything to do with gamingPerhaps your logs showed one of those running and gave you some sort of positiveYou have access to my account, look back at how many years I've been a [redacted] player and not one incident of cheatingWhy in the world would I cheat now? I'm a year old disabled United States veteran that plays games when I'm alone to occupy my mind, using a program to play for me wouldn't do thatI am NOT a cheaterI have NEVER cheatedI will not accept my integrity being questionedThere is some positive and I, as well as others based on a google search, are being punishedI want my account reinstated or I want to be reimbursed for the money I spent] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This does not solve my problem at all, as I know that I have never used 3rd party software or exploits on my accountBlizzard is being belligerent and continues to holds no regard for their customers, this last response was even sorter thanthe previous responses and lacked any attempt to be civil or try to resolve the issueI am attempting to communicate with Blizzard because I care a great deal about this account and am willing to work with them to resolve this, howeverthey continue to show atrocious customer support/service Regards, [redacted]

We have reviewed the matter again and wehave arrived at the same conclusion Accordingto Blizzard’s internal logs, the records show that an unauthorized third partyprogram was detected when the account logged into the game server Upon review of the IP logs for the account,Blizzard has discovered that the IP matches the customer’s play location Additionally, several in-game tests wereperformed by Blizzard’s staff that showed that the actions on the account wereautomated by a third party application Blizzardhas determined that the account shall remain suspended on the basis that theaccount was not compromised and its subsequent use of the unauthorized program.This issue has been reviewed by several levels of our organization, and weconsider the matter closed

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 Blizzards response is restating that they detected 3rd party software automating on my account, I did not question that 3rd party software was used, however I know for a FACT that it was not me and thus someone else is using my accountI have NEVER used 3rd party software on my account, thus there are options, either blizzards detection software issued a positive or someone else used my accountThis complaint has never been about 3rd party software, it has been about my account being closed after it was compromisedI don't know how blizzards is attempting (and failing) to determine if my account was used by someone else, but if they are attempting to discover it via IP address, I mostly played Diablo on my college campus which is also where my computer was stolen so it is quite possible that the log in and play locations have not changedThere is a police report aboutthe theft of my computer though as it was reported to law enforcement, so if you need proof that I am not lying it existsWhat Blizzard is doing here is basically theftClosing down my account that I PAYED for and invested time into and only giving canned responses is horrible business practiceI have not even started in my attempts to have my illegitimately closedaccount restored Regards, [redacted]

After additional review, it appears there may have been a minor miscommunication about the exact reason for the removal from forums It was not specifically racist chat, but rather generally obscene behavior over a period of two years, starting in July Initial comment for suspension was "Is your *** long enough to touch your *** ***? If not then you are not a man If you just tried your a ***." Following actions included the text "***The year of *Word Rejected [redacted] ***", "Well according to his AMA on [redacted] just keep bashing the development teamThat seems to strike a nerveFind it odd as he also states he has thick skinMust not be thick enough if he can't do an AMA on his own game forum The best they can do is shut down the servers and start over Your a *Word Rejected*er and don't know what your talking about" and then repeatedly spamming our generic forums once he was banned from our Overwatch forums Due to repeated behavior of foul language and inappropriate comments, this user has been permanently blocked from our forums With the evidence included we will not be overturning this decision, as this behavior is against our terms of use

Blizzard states that I did not submit a ticket.I did go through the process to submit a ticket, including submitting the files they requestHowever, when I submitted it, their system did not accept it and I received an error messageI have attached that file for referenceAs additional support to my claim, here is the link to their own technical support forum, where hundreds of similar complaints to mine can be found over the past weeks and monthshttps://us.battle.net/forums/en/wow/1011701/This issue is affecting many of Blizzard's paying customers and this is evident on their forums, but Blizzard responds as if I am the only one experiencing itThis is untrueRevdex.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 Regards, [redacted] ***

Hello, 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 accountAll purchases are considered final, and while we do seek to assist whenever possible, refunds are not provided for accounts closed due to violations of our policiesWe will be unable to grant the requests in this case

Dear Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be an adequate step in the right direction, although I am severely disappointed both by the time It took for them to review my case and that I did not get any compensation for the severe inconvenience caused with both wasted time and efforts on my endBlizzard Entertainment has done one of the requested compensations as requested by me and as advertised on their website so I have no other choice but to consider this complaint resolved With kind regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved [redacted]

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/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

We reviewed our logs and we could not verify the loss in resources As such we will not be providing any in-game reimbursementHowever, we will provide you with one (1) day of game time ascompensation time for any issues that may have occurred If you would like to file a bug report ofyour issue, you may visit our bug report forums at: http://us.battle.net/wow/en/forum/1012660/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

We have again reviewed the access to this account, and noted that all policy violations occurred during periods of legitimate access, not during any period of compromise or other outside activity As such, it will remain permanently closed

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 will be finding an attorney to fight this they never gave me a reason only accused me of something they made up and I know they are singling me and my son out due to his medical condition.] Regards, [redacted]

Hello,We understand you have an issue with accessing an account for which you made a purchaseWe strive to provide all accounts with the utmost level of security and feel you may be running into some of thatHowever, we are happy to investigate this for you! From the information provided, we were unable to locate a Blizzard account for which the purchase was madeThe order number given is not in our system eitherWe have reached out to the customer via our support email box to gather the account information to assist them furtherThank you for contacting us with this inquiry.Best Regards,Blizzard Entertainment

Thanks for contacting us with your concernsWe see that you are seeking a refund for [redacted] due to some changes that the developer of the game madeUpon review of the purchase, it was not bought from Blizzard, and they would not be able to provide a refund for it.From your complaint, it appears you may not be aware of some recent changes which [redacted] announcedPlease take a moment to read over the following, as it pertains to feedback received from the community and changes which have been implemented in the game: https://www[redacted] .net/en/Explore/ [redacted] ***.Thank you again for taking your time to reach out to us on this, and we hope you have a happy holidays!

Hello all,We have received feedback from our World of Warcraft players, and also our Game Master staff, where the player will get saved to Boss X's loot, then the player will grab a quest where the player must grab a quest item from Boss X, but cannot because of their previous loot save.It's great feedback, and something the World of Warcraft team has taken to heartWhile this is technically working correctly (players can't get any items from a boss they're loot-locked to), they agree that this type of quest design gives a significant inconvenience to the World of Warcraft players who experience itThere have been talks to improve these types of quests, however nothing is promised, or announced, at this time.Luckily for [redacted] , there's an alternate resolution to do the quest The Wisp and the Shadow while the building is still upThe World of Warcraft team made it so that this quest can be done in the Mythic+ version of the dungeons, too, not just MythicUsing the Group Finder tool, [redacted] can find a group (A +2, or +if [redacted] is just looking to get the quest done without a challenge)Once the Mythic+ dungeon is completed, the quest item will drop in one of the chests at the end of the runLooking at [redacted] 's playing experience, and his Druid's gear, I believe [redacted] will be able to do a Mythic +or +comfortably.The building being re-built in-game can take some time, but we think it'll be somewhere closer to a couple of weeks rather than a full month, maybe even faster (depending on the North American WoW player base).At this time, Blizzard's CS staff won't be able to flag this quest complete for our players in order to be fair and consistent with our all our playersIt will be up to the World of Warcraft team if they want to change how either these buildings work, or change how the quest item is obtained, or any other gameplay changes that will make these crafting quests more convenient for our players.If [redacted] would still like a month of game time refunded, we will be able to only refund the future game time that hasn't been used proratedFor example, if I refunded the game time as of writing this, it would only be a $refund since their subscription expires in ~days.I hope [redacted] gets this message timely, and I hope he will be able to use the alternate resolution of doing the dungeon(s) in Mythic+ to finish the quest in timeSincerely, Blizzard Entertainmentbattle.net/suppport

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 There is no information provided that identifies the "third-party" program detected, nor has the issue regarding the authentication been addressedThere is no information that gives me, the customer, any idea of what program was used in violation, and I maintain that I did not knowingly, willingly, or otherwise intentially use a "third-party" application to gain any advantage in the game and it is impossible for me to identify what happened without more specific information, and that makes me question the authenticity of this action taking on my accountIt is unfortunate that someone with no history of abuse in over a decade isn't given the benefit of the doubt Regards, [redacted]

Hello,Part of our troubleshooting process requires customers to temporarily disable their antivirus software, as this has proven time and time again to work for other customers who have experienced the same or similar issuesThe decision is ultimately up to the customer; you do not have to disable your antivirus if you do not feel comfortable doing soThat being said, it is one of the main troubleshooting steps we offer, therefore we cannot proceed with further troubleshooting until this has been done.We have a support article on our website that explains why this is a necessary troubleshooting step (https://us.battle.net/support/en/article/***), as well as another article which offers some alternative software that has been known to work better with our games and services (https://us.battle.net/support/en/article/***)We agree that we don't want our customers to feel unprotected, but oftentimes these security programs will block our legitimate games and services.Thank you for your time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My complaint was not in relation to the number of appeals that Blizzard allows, but rather that they have no system in place to have matters escalated or to even place an internal complaintThis is standard practice in companies the size of Blizzard and it is ridiculous that Blizzard effectively stonewalls all consumers into accepting decisions made by its low level customer service representativesI once again reiterate that I have not used any unauthorised third party programs on my accountSince my account was suspended I have conducted significant research into similar cases which quickly revealed how often Blizzards wrongly detects and suspend accountsAlthough some players are able to appeal the wrongly applied suspensions many are unlucky and remain suspended such as myselfI have not breached the End User Licence Agreement in my entire years of playing this game and have not breached it in this circumstanceI understand that the integrity of the game must be protected; this does not give you the right to ban accounts erroneouslyI will no longer be supporting Blizzard in light of this decision, I will not renew my World of Warcraft account following the expiry of the month suspension and I will not purchase all of the company's products as I have always doneI will also ensure that I inform all other Blizzard customers on the forums that I frequent of the poor customer service and decision making I have experiencedAs my account has been suspended without breaching the End User Licence Agreement I will also be contacting my bank to initiate a chargeback on my debit card due to services not suppliedI am disgusted and disappointed in the manner in which Blizzard treats its long term customers Regards, [redacted]