Character Re-Customization Issues - Updated!

Good morning, everyone!

Due to the ongoing work of our Development Team, I am happy to report that Character Re-Customization requests should now be processing normally. We are aware, however, that some players remain unable to fully complete the re-customization process and would like to offer assistance.

For those of you who are still unable to view the Character Re-Customization (CRC) button within the Character Selection screen, please try the following troubleshooting steps:

1) Exit the game through the Options Menu
2) Re-launch the client using the "launcher.exe" file within the World of Warcraft folder

Should the above not prove successful—

1) Exit the game through the Options Menu
2) Remain offline for 20 to 30 minutes
3) While you wait, run the Repair Utility feature located within the World of Warcraft folder

(For more information on this feature, please review our Support article found here: http://us.blizzard.com/support/article.xml?articleId=21465)
4) Re-launch the client using the "launcher. exe" file within the World of Warcraft folder


NOTE: The ability to customize one’s character will not become immediately available once a request has been filed. After payment has been finalized and processed, your character must remain logged out for at least 30 minutes before the CRC button will display.

After completing all listed steps, should you still be unable to view the CRC button, please respond to this post with the following information so that we may address outstanding cases individually:

• Character Name
  
• Character Realm
  
• Brief Description of Issue
  
• Steps Taken to Troubleshoot the Issue (e.g. Waited 30 minutes, Exited the game, Used Launcher.exe, Ran Repair.exe, etc.)

Thank you so much for your ongoing patience. :)

For more information about the Character Re-Customization feature, please review our online FAQ, found here:

http://us.blizzard.com/support/article.xml?articleId=25661

For updates and progress reports regarding this issue as a whole, please see our post within the Service Status forum:

http://forums.worldofwarcraft.com/thread.html?topicId=13392293315&sid=1

Please be aware that we are now asking for a bit more information:

Steps Taken to Troubleshoot the Issue (e.g. Waited 30 minutes, Exited the game, Used Launcher.exe, Ran Repair.exe, etc.)

If you did not provide this information in your post, we humbly ask that you edit this information into your previous post.

Thanks!

Q u o t e:
* Character Name - Dreikin
* Character Realm - Shadow Council
* Brief Description of Issue - Purchased the customization four hours ago and am unable to view the button to initialize the process.
* Steps Taken to Troubleshoot the Issue - Waited two hours then logged in (via launcher.exe). Logged out and ran the repair utility. Still no luck. I even created a new character to refresh the sheet and that didn't work either. I've tried everything I've read on the forums and still no luck. I have the confirmation email from Blizzard saying payment was accepted.

Miarra, was your CRC successful? I'm unable to locate a character by the listed name on Shadow Council.

Q u o t e:
What exactly is being done to resolve the issue? Are GMs going in and approving themselves or...what?

Our Development Team and Technicians are presently working to resolve any underlying issue at this time. We hope to, as well, address pending cases as quickly as possible. Depending on the results of our ongoing investigation, this may be done en masse or on the individual level.

Q u o t e:
The Blues are just stringing us along on the forums until normal business hours, when someone who can really fix this will bother trying. Apparently we aren't worth a little weekend overtime.

Technicians—those who are working on this issue as we speak—aren't brushing this matter aside. Though Billing & Account Services is closed for the weekend, there's been no drop in attention or dedication to resolution.

It's important to note, as well, that CRC requests are indeed completing at this time. The task at hand to identify why certain requests continue to experience issues despite the efforts we've already put forward (http://forums.worldofwarcraft.com/thread.html?topicId=13392293315&sid=1).

By "completing," Devøut, I mean fully processing. Though some players are indeed encountering difficulty with customizing their characters, many are not.

I provided this point of clarification, as it was brought into question a few posts back. You've my apologies for iterating information of which you are already aware. :)

Q u o t e:
Works for me, the post read like it was just an attempt at false reassurance. Good to know some people are recieving the service. Sorry for the misunderstanding.

No problem. I completely understand your concern. :)

If an update was available, Galina, it would be posted. Your information is being gathered and given to those who are looking into this. When they have something and let us know, we will let you know.

Q u o t e:
BLUE POST

R U THERE?

HOWS IT GOING IN THERE?

Of course we're here, Bunkman, we continue to compile the information that is being posted and send it off to the appropriate parties who are working on the issue.

Q u o t e:


Wow that was quick. =]

Question, is there anywhere to see the status of it? I remember when I paid for it - it told me a link or something but I forgot to save it/click it and now I cant find it anywhere.

You may be looking for this link, Korz.

https://www.worldofwarcraft.com/account/character-customization-status.html

We'll provide an update on the overall issue as soon as we hear something. Right now there is a lot of compiling of information and investigation into the issue.

Q u o t e:
I would also like to know! Can we play wow while we wait?

We have not been told otherwise, Xeenah, that may change but for now it is fine if you wish to access the account/characters and play normally.

Q u o t e:
Blue: Will transferring the toon to another server screw me up worse or shouldn't that be an issue?

I wouldn't recommend moving realms if you have one of these pending and not yet completed.

As I mentioned previously, Archubia:

Q u o t e:
Our Development Team and Technicians are presently working to resolve any underlying issue at this time. We hope to, as well, address pending cases as quickly as possible. Depending on the results of our ongoing investigation, this may be done en masse or on the individual level.

The data presented herein is being collected as it is posted. It is then sent to our Development Team and assisting Technicians for review and continued to investigation. The goal at present is not only to resolve your individual issues, but unearth the source and prevent it from becoming recurring.

Make no mistake, though: Even though we are looking to identify the cause of all this, we want to also ensure that those of you with pending CRCs are given the opportunity to access what you've paid for.

Q u o t e:
Ok so everything you have asked us to do pretty much shows the problem is not on our end since the 100+ posters have all done the same thing and nothing has been resolved. Are you really getting new information/data by hearing the same thing repeated over and over?

Why not shut down the service until this is cleared up?

We're fully aware that an issue is ongoing on our end for some players, one which is not being resolved by typically-successful troubleshooting steps. Not all players, mind you, but some.

Because this issue is not universal, identifying those affected is key. By continuing to gather data from those that are having difficulty, we're expanding our sample pool; the more information we have, the more accurate our research can be. The repetition of posts is certainly helpful.

With that said, the service has not yet been brought offline, as requests are still processing for the majority of submitting players. Should our Development Team and Technicians believe that bringing the service offline the best course of action, we'll certainly do so.

Thank you for checking back! We are indeed making progress.

I wanted to take a moment to thank you all for your incredible patience throughout this issue. As the issue appears to be resolved for most (if not all) players, we will be locking this thread. Should you still experience Character Re-Customization issues, please create a new post so that we can work with you on a case-by-case basis.

Thanks again! :)