PCT & PCNC Info – UPDATE

Update: 10:27pm CDT

Just to clarify, this is for both Character Transfers and Name Changes. :0)

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Update: 10:12pm CDT

Now that I have managed to get caught up with the posts you guys provided me with in the information gathering thread. I would like to give you one last update before I head home for the night, as well as explain what that thread is for. We have finally reached a point where we are able to manually push these transactions through. I have been gathering your information and sending it off to the DBAs that have the power to make this happen. As a result, we should have all of you who posted in the previous thread sorted out within a day.

Q u o t e:
Thank you for caring... really I mean it.

You are very welcome, Franklyn. For any of you that would like to let my superiors know how I have done with this issue over the last two days, feel free to shoot an e-mail to wowgmfeedback-us@blizzard.com. Any feedback is welcome there, good or bad. :0)

Q u o t e:
Auryk, could you do me a huuuuge favor and answer this one and only question: do you mean the process will start in a day, or everyone with the problem will be fixed?

The process has already begun, Qtmcwhiskers.

Q u o t e:
Edit: Also, is this only for PCT? Or is it PNC too?

This is for both issues, Qtmcwhiskers.

Q u o t e:
TY! Could you respond to my edit too?

*points up*

:0P

To clarify: while the process of pushing these through has indeed begun, it's possible that you may not see your issue resolved until sometime tomorrow as it's going to take some time to get through everyone.

We'll make sure to update you guys when the process is completed and all of the reported issues are addressed.

Please note that we're still in the process of gathering each reported issue and forwarding it along; bear with us while we continue this. =)

Thank you all for working with us on this issue, I know that it's been a rough week for many of you and I am truly sorry for all of the trouble that this has caused.

In regards to the Invalid Credit Card #'s, I'm going to be including that information in my report and one of us will get back to you when we know more.

We do not need your information posted here. >.<

Thanks though, guys. =P

Q u o t e:
LOL, like they just now realized people are having a problem with the invalid credit card

That's not the case.

I'm going to mention that some of those that have been addressed are experiencing this issue so that we can correct it and resolve it.

We were already aware that it's an issue.

And folks, it's going to be awhile before we're able to get to everyone. Should be done some time tomorrow; I personally wouldn't wait around camping the PCT page. =/

Q u o t e:
Well heres a question...Is there anyone working @ blizzard this weekend?

Yes. Diligently. :)

As an update, we continue to gather, document, and relay all information provided within the following thread:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

If you have provided the requested data therein, I assure you that we will address your concern. If you have not provided the requested data, do so at your earliest convenience. Please do not post your information twice (or in a multiplicative fashion), as this will only slow down the collection process.

We are working at this time to resolve all pending issues and to push through any incomplete or locked transactions. Thank you so much for continued assistance and patience—it's invaluable!

Q u o t e:
Just to clarify, this also goes for those of us that are are getting the "invalid cc" and "transaction failed" errors, right?

We're working to resolve all remaining issues. This includes those experiencing payment complications, as well.

This issue is a priority and will remain so until resolution has been universally reached.

Farooki, your patience is paramount. You do not need to contact Billing at this time.

With this, if you have posted the noted information already within our dedicated thread, there is no need to continue. :)

Q u o t e:
so are they still pushing transfers through one by one? or is there something else theyre working on to get things done?

In a sense, both. We're working on clearing locked transfers manually, as well as resolving underlying issues with payment and Status page display.

This resolution will unfortunately require time and will not occur immediately. Please know that we are working hard to get everyone back in action as quickly as possible.

Q u o t e:
1.) If we get the Invalid CC# and for some reason it shows up as Pending on our card statements, they wont all go through, correct? I haven't actually gotten any pending info on my cards right now, but I have a friend who is stuck in the same boat and does. I assured him they wouldnt go through, and I just wanted to double check.

Such pending statements may temporarily "hold" funds, but they will not actually deduct from your account. Upon finalizing your payment type, you will be fully charged $25.00 USD only; this amount will deduct from your account and any pending statements will clear within 2 to 7 days.

Q u o t e:
2.) Are there people there working onthe issue now, or is weekend staff just GM and Blue posters? I mean no offense, but I'd like to know if I have a chance of playing this weekend, because if not I might go outside and do something =P

We've Technicans and Database Administrators on the case this weekend. :)

Q u o t e:
Do you know and can you tell us... Are these two problems (character locks & payment errors) related to one another, or did they just happen to occur at the same time? Just curious :)

As both the PCT and PCNC services are experiencing complications on the whole—ones which are being worked on right now—any issues related to one service or another are indeed related (in a fashion).

Q u o t e:
at this point is there any ETA? something like we plan to have all stuck transfers done no later than next Friday? or is it to hard to judge due to the high number transfers needing to be fixed?

It's a bit too soon to weigh in this point, unfortunately. We'll keep you updated as possible, though. :)

Please don't make me force everyone to hold hands and sing "Kumbaya." ;)

Every one of you is in the same boat. There's no need to fight one another; it only heightens tension.

Q u o t e:
Syndri,
I have mutlipule charcaters stuck on three diffrent account. I posted this, is that sufficent?

PCT
Characters: Dingbat, Flatlined, Abesaurus, Skeetawomp, Versed
Source Realm: Shandris
Destination realm: Kul Tiras

10/21/08 at aprox 9 EST

That's perfect, Dingbat. :)

Q u o t e:
Could i PLEASE get some help in this matter?

Should you phone Billing on Monday, we will absolutely be able to assist. We'll want to, as a matter of fact; we've no desire to claim funds which are not warranted.

Please let me know if you need Billing & Account Services contact information.

Q u o t e:
Syndri, if my toon is unlocked on my old realm now, and I haven't gotten an email, I don't show up under transactions, but if I go into paid character transfers and select my rogue (who should be eligible) it now says ineligible for transfer. Am I still being transferred, should I wait, or just play on my server as it seems I am now ineligible?

Go ahead and post your information here, Refused:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

I'd also encourage you to phone Billing personally come Monday to discuss your "ineligible" status with our representatives therein. Best course of action for you, as it covers both available bases. :)

Q u o t e:
Can you please explain why you're letting new people do PCT when some of us have been waiting for a week+, you should take the whole system offline untill this issue gets resolved for us, it is crazy that we get penalized for choosing to do a PCT at the wrong time and people are jumping days ahead of us in queue.

The issue does indeed rest with requests initiated during a specific period of time. While this does prove incredibly frustrating and limiting to many (one of my transfers remains pending, as well), we wish to inconvenience the smallest number of players possible. I appreciate your point of view, though, and do sincerely apologize for any stress or dissatisfaction this has caused you.

With that said, newly queues requests will not affect our efforts in the slightest.

That's very accurate and helpful information, Kayloth. If that's what you provided, then you're set. :)

Q u o t e:
There are a lot of updates on players doing the PCT but I have not seen any updates for PCNC. I have not been on my character since Tuesday when i tried to change the name and I am sure there are others from around that time who still have yet to see any progress for the PCNC. Update please.

Consider them one in the same, Plumbutt, unless we provide a specific note for PCNC requests. Both services are being looked into.

Q u o t e:
NAME: Psyionics
To: Anub'arak
FROM: Ragnaros

Can you please provide this information here, Psyionics?

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

Thank you!

Q u o t e:
Is there a way to talk to a GM via email?

You're welcome to use wowgm@blizzard.com as a means of contacting our department via email. :)

Q u o t e:
Hey Blue! :)

Will we receive an email stating that "an action is required" or do we really just need to keep checking to see if our toons show back up on the transaction page? Thanks in advance! WE appreciate your help.

Possibly yes; possibly no—it depends both on your specific issue (pending request or inability to finalize payment), as well as how our efforts translate into final resolution. Regardless of what happens, one of us will provide an update herein, as well within the "information request" thread.

Q u o t e:
im just posting what I have read in the forums / what my post was locked said etc. It does have the realm name btw.

Can you please copy that information to this thread, Grigorga?

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

Thank you. :)

Q u o t e:
So whats the real answer?

There's presently thousands of players awaiting transfer or name change completion. Though we are able to push through such requests manually, such requires time. We have not yet addressed each and every case, so no—global resolution has not yet been met; this issue is still ongoing.

Q u o t e:
The other blue said they would be done by today what do you say syndri?

It's not yet the end of the day, Sergentjohns. We're still working. :)

Should anything change, I'll let you know.

Q u o t e:
so blue... i have been hearing alot of people sayin that there toons show back up but then cant get there CC though... are u also puching those though manualy? or are we just gonna trade one problem for anouther in the long run

As noted, we're working on all issues at this time, including payment finalization.

Once I receive any form of update, I'll provide it herein. :)

Q u o t e:
syndri on that other post with everyones xfer info, are they going one by one the way its listed on that list? or are they just pulling from that list?

They're simply pulling from it; the order of one's posts is not necessarily relevant. At this point in time, we're creating a massive collection of pending requests (or requests that are unable to finalize payment) and will address each from there.

That said, you have my apologies for any delay in response. There's presently a whole board to attend to, so if I do not post herein for a period of time it's because I'm helping another player. I'm not ignoring you or your concerns in the slightest.

Q u o t e:
Syndri, is there any word on the invalid CC number?

Should any update become available—regarding any aspect of this issue—I will provide it. :)

Q u o t e:
Any news on reimbursement or compensation?

We Game Masters are not privy to that sort of discussion, Venomous—nor can we effect it. Should you wish for compensation to be provided, my cane-wielding friend, I encourage you to post within our Suggestions Forum. :)

Q u o t e:
my character is still locked and not visible - i didn't post but sent an e-mail - please tell me someone is collecting that info and pushing it thru also :)

Please post your information here, Anda:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

For those wishing to cancel, I encourage you to contact Billing & Account Services come Monday. Regrettably, those of us within the Game Master department cannot effect your transfer's status.

Please let me know if you require Billing's information. :)

Q u o t e:
wishing to cancel what? what are u talking about?

PCT?

Many are asking to have their requests canceled—for both PCT and PCNC, alike. I was simply responding to these inquiries. :)

Q u o t e:
If you are in LImbo status Billing wont be able to cancel a thing... so i dunno why u refered to that. cause so you are saying i can cancel my transfer by calling BIlling on monday (EVEN IN LIMBO) ?

Should anyone be able to effect these statuses, it will be our Billing department. Progress has been made with respect to providing assistance, so it is worth a shot should this not be resolved come Monday.

Edit: My apologies for any confusion regarding a time line. Again, our Billing offices will not be open until Monday.

Q u o t e:
yeah sure delete my posts.... my point is simple... guys enjoy ur weekend IRL nothing will change until monday....

Your posts will persist so long as they remain civil. Please do not use profanity. :)

Q u o t e:
its starting to sound like you are not sure when this is gona be fixed after us hearing it would be by the end of the day and yet we have heard very few to None story about people geting to the other side...
Which at this point i cant image seeing lol

We Game Masters cannot effect the status of one's transfer. That information, in and of itself, is not helpful; however, providing another point of contact in the event that this persists until Monday is insightful—it provides an outlet, an avenue to pursue. As humans, we like that extra option.

Now, we do not wish this matter to remain in effect for that long, but the information is still good to have and to share just in case. You do have my apologies, though, for any confusion my previous posts may have caused.

We continue to address all issues at this time: pending requests, missing transactions, and issue affecting payment finalization.

Q u o t e:
And btw... what does cane wielding mean? I'm old?

You mean to say you don't recall referring to yourself as Dr. House? Shameful.

Q u o t e:
Ill try again, Syndri?

As noted many times within this thread, we're still addressing all known issues affecting both the PCT and PCNC services. :)

Q u o t e:
So let me get this straight, we can call Billing on MONDAY and they can cancel our transfers, allowing us to use our characters again, possibly. Why didn't you tell us that on like Tuesday so we could have been playing for at least the last few days?

Because our Billing representatives were unable to affect the situation at that time.

That said, we've made quite a bit of progress on this front and continue to address these issues with assistance.

Q u o t e:
Now that's exactly what i wanted to hear. That is factual proof that there is indeed real progress in this situation. So thank you very much, i'm now fully convinced the problum will be solved before TOO long. =)

I'll try to keep you all updated on whether or not our Billing representatives can cancel transfers or name changes on Monday, too. This status may change, of course, as we continue to work on the situation, so I'll do my best to verify this before the weekend ends.

Also, if the above made sense, I applaud you! Time for another cup of coffee. >.<

Q u o t e:
Now having said that, and having been told that there there is nothing billing can do to help us, so just be patient, you are saying that billing can actually help us now that they are closed for the weekend?

I see I need to clarify more. Again, my apologies for any previous fogginess or general uncertainty.

Should anyone be able to effect the status of one's transfer or name change, it will be our Billing department. We are aware that our Billing staff has been unable to finalize or cancel such requests—as a result of ongoing issues—and so have dedicated resources to resolving this issue.

As noted, we've made considerable progress on this front (ie - we're now able to manually push transfers and name changes to completion) and continue to work diligently. Should these issues persist until Monday, the best avenue to pursue would be with our Billing department.

I stated previously that I will keep you all updated on whether or not the ability the cancel will be available come the end of this weekend, as its status may change as this matter is addressed. I will be certain to post a reply in the primary post for all to see. :)

Q u o t e:
Thanks for all the updates Syndri. Should those of us who posted in the info thread yesterday be expecting to see our characters for finalization by the end of the day, as we were told last night, or is this likely to be a weekend thing? Monday even?

I've the question out presently, but I do not yet possess a confirmation of any kind. Right now, both Aredek and I are gathering all the information provided and forwarding it to our Technicians and DBAs for assistance. Once either him or I receive an update, we'll provide it herein.

Q u o t e:
what about multiple charges for failures? contact billing?

Should you actually be charged multiplicatively—rather than those funds simply being held until payment is finalized—then yes, you'll want to contact Billing & Account Services. If you've yet to finalize payment, though, it's very likely that these charges are simply pending and that none have actually deducted from your account's funds.

Should anyone herein possess some sort of personal grievance with another poster, I respectfully ask that you address or continue related discussion elsewhere. This forum is not the place to be airing such matters.

Thank you. :)

Q u o t e:
Can we still air grievances at Blizzard's exploded PCT/PCNC service?

Yes. Just do so civilly. :)

Q u o t e:
Good day Syndri. It is obvious now that many of us have missed a large portion of the WOTLK world event. I can get over the HH event as it will happen next year. However, given that the WOTLK world even is in "phase 4" has there been talks to extend this event so that we too can enjoy this once in a lifetime event?

This would fall under the purview of our Development and Design teams, Lortez, rather than that of the Game Master department.

That said, I encourage you to post within or Suggestions Forum with any concerns you may possess. As both teams review the aforementioned forum on a daily basis, ideas, thoughts, considerations, and grievances regarding this present situation are best aired therein. :)

Q u o t e:
could maybe a ceo or someone who is incharge of all the teams maybe tell us a little bit more so we dont have to talk to 3 diffrent people about the same thing realy... it just sounds like u are passing the buck

That doesn't apply should I not be given permission to handle the buck.

No matter which way you swing it, Áedán, extending an in-game event's duration is not something over which the Game Master department has purview.

Q u o t e:
Syndri did you really say if we can't get this resolved, call billing monday.... I honestly hope you guys are actually doing something, because that is just ridiculous and makes me irrate.

No, that's not actually what was said.

For clarity: Someone asked if I could cancel a transfer on his or her behalf. As the Game Master department does not have access to this ability, I cannot—nor will I be able to any point in time—fulfill this request. Such are best addressed to our Billing staff.

With that said, yes, our Billing department has experienced issues with canceling transfers manually. We are working to resolve this issue currently. That said, we do not believe this will persist until Monday; however, if such is the case, I will be reporting in as to whether or not Billing will be able to assist with transfer or name change cancellation (for those of you wishing to do so) at such a time. Please stay tuned.

Q u o t e:
please help me have been waiting since 10-20-08 for my limbo toon to xfer..



PCT
NAME- CANDIEZ
REALM- LIGHTING'S BLADE
TARGET REALM- BLOODSCALP

Candiez, can you please repost this information here?

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

Thanks!

Q u o t e:
When you say that you can call blizzard to cancel your transfers, what about the people who did name changes, they cant cancel that..

As this point is becoming incredibly tangled and misinterpreted, I am tempted to go back and delete all prior references to contacting Billing, opting instead to simply provide a note on the primary post of this thread.

Do you think that would benefit you all more than attempting to relate your individual situations to responses I provide to players on a one-to-one basis? This thread is becoming quite large, too, so I may simply recreate it for ease of navigation.

I'd like your opinions. :)

New thread:
http://forums.worldofwarcraft.com/thread.html?topicId=11829506062&sid=1