Paid Services - Delays & Concerns

Greetings, all--

I sincerely apologize for any inconvenience you have experienced as a result of delays in our Faction Change and Paid Character Transfer services. We have notified the appropriate parties of these extended delays and hope to see this issue addressed as quickly as possible.

I am currently pursuing additional information and will be posting all updates within this thread. Accordingly, we humbly request that you remain as patient as possible and keep all related discussion isolated within this thread.

Thank you for your ongoing patience and cooperation.

I can assure you I haven't forgotten, folks. Unfortunately, however, I'm afraid that no new information is currently available. Our Database Administrators have been notified and we are still awaiting additional information.

Q u o t e:
I think we've been swept under the rug here folks. I hope im wrong.

No, Elleyana, it simply means, as Aredek said earlier, that we don't currently have any updates. We are monitoring the situation and as soon as we are provided an update we will pass it along to you. :)

Q u o t e:
I can't help but think the crew that can "fix this" isn't there until tomorrow anyways. I just wish they'd tell us that so we can stop camping the Customer Service forums.

If that were so, Kasha, I would tell you.

Q u o t e:

Trust me, you have definently taught me a lesson in the trust I should have in my service provider. Absolutly rediculous. Oh, :)

I'm not certain what you mean, Elleyana, if we say it can take from X to Y. How is it a matter of betrayed trust when it isn't X but still within the Y time frame? We have those time frames for this exact reason. Though most transactions process within an hour it can take longer due to unforeseen reasons. Be those simply high traffic with the service or a technical situation causing a delay.

We are looking into one of those situations now and hope to have the issue resolved as quickly as possible.

Q u o t e:
You can delete my posts all you want, it doesnt change the fact that this is terrible customer service for such an expensive process. Almost $60 for my character to be locked from play, and not to mention the fact that blizzard has my money and i dont have my character.

I am deleting some of your more trollish posts because I would rather not suspend you, Skullshatter.

I'm sorry if you feel that this is terrible customer service on a moderately priced option that was provided at the request of the player base.

If the transaction hasn't been completed yet, Skullshatter, we don't have your money, the funds are being held by your bank. These funds are held for usually 3-5 business days. If the transaction isn't completed, the funds are not taken and thus return to your card.

Q u o t e:
Actually i take back that apology. I just reread one of your posts and you were being pretty condescending with your "moderately priced" garbage. Just because blizzard is doing nothing but improving and getting bigger doesnt mean the rest of the world has it that easy and secure.

I didn't mean to imply that $30 isn't sizable, Skullshatter, nor did I mean this condescendingly . One of your continued themes was the price and what it includes. As someone who remembers many of the posts that were made requesting this service I remember the majority of those posts stating that $100 to $150 dollars would be reasonable to be able to faction change. I also remember many agreeing that all they would want is the change, no gear or gold should be transferred with it.

It was decided that such a price would be too much so $30 was where they priced it. Given where it was and how much actually comes with the service I believe that to be very well priced indeed.

Q u o t e:
i have been waiting for 4 days now for one character to transfer, im not mad or anything i was wandering if there is any information that we are able to know

Four days, Dasiy? Which character are you attempting to transfer? I see a Faction Change that you initiated 9/26 around 2:00 PDT. Are you attempting to transfer that one?

It seems that a possible cause of the issue may have been found and some adjustments made. We have not confirmed yet that the issues have been fully resolved but I said I would provide you with an update when I got it.

They are continuing to monitor the situation to see if the adjustments had any affect.

I would also ike to mention, as you may know we have received several reports that canceling the transaction and re-initiated the request has allowed people to process normally within 20-60 minutes.

This is only a possible work around.

The pending funds will likely not release immediately when you cancel so expect there to be a pending charge for up to 3-5 business days if you decide to try this.

Paid Character Transfer transaction page
https://www.worldofwarcraft.com/account/character-transfer-status.html

Faction Change transaction page.
https://www.worldofwarcraft.com/account/faction-change-transactions.html

That is perfectly fine, Dasiy, I said it was a possible work around. You do not have to use it. Our Technicians are still looking into the issue and hope to have it fully resolved as quickly as possible.

I'll be sure to provide what updates I can as soon as I hear anything.

Q u o t e:
Vrakthris is there any more news on it? im just wandering

Nothing yet, Dasiy. I will pass alone any updates I get as soon as I get them.

Q u o t e:


Seeing that it's been quite a while since the first Blue post, I doubt that person works over an 8 hour schedule. Don't be surprised if we don't get an answer tonight.

Unless they get to answer from home. That would be pretty sweet. =)

That person no, they are not still here. If you follow the blue posts and read the thread you'll notice that there are a few of us who moderate this forum and once Aredek left I took over and have been providing what updates I could.

Q u o t e:


You'd think with 6 million subscribers at $15 a month, they could afford overtime for a few guys.

But hey, im just a regular Joe, what do I know about bussiness.

(Just a quick shot on ya Blizz, don't be mad : P)

It isn't necessarily business that you'd have to know about, Alphablue. How many people are moderating this forum is truly irrelevant to the situation at hand though. We aren't Technicians. We don't investigate these matters nor do we help resolve them. We simply pass on information if and when it becomes available.

Q u o t e:

Can you confirm or deny the possibility that canceling/retrying a stuck character faction switch will correct the issue?

I can confirm that this has worked for a lot of people, Muppet, but restarting has not worked for everyone. I'm not sure what the odds of success are.

Q u o t e:
Is there anything WE can do that would help correct the problem?

Not that I'm aware of.

I or another of my colleagues will provide what updates we can when get word.

Q u o t e:
What i really want to know is if blizz have an estimated time of when this will be fixed

If I did, Dollardk, I would tell you.

Folks, I'm really not sitting here holding onto information waiting for someone ask the right question. If I had information I would pass it along. I currently do not have any updates available. I don't know where they are with their investigation or if they are waiting on information from somewhere else before they can implement a resolution.

As soon as we know anything we will pass it alone.

I've nudged the appropriate parties in an attempt to gather additional information for you all. I'll be sure to report back as soon as I can.

Q u o t e:
ok im back in the morning! whats the new news you got Aredek?

Aside from the fact that there are additional eyes on this issue, I'm afraid that I do not have any new or interesting details to provide, folks.

Q u o t e:
hey Blues would calling the tech support line help in this issue?

I'm afraid not, Ovi.

Thank you all for your feedback!

I know that our Technicians have been hard at work all morning trying to address this issue. It looks like a few of the delayed transfers and faction changes have begun completing. We'll continue to investigate this issue and attempt to process the remaining transactions as soon as possible.

We greatly appreciate your patience and hope to see you back in the game soon.

Best wishes.

Q u o t e:
AMG A BLUE, PLEASE OH PLEASE GIVE ME A WAIT TIME< EVEN A LIE< SO I STOP COMING AND PRESSING THE REFRESH BUTTON /sigh

As soon as possible is the most accurate wait time I can provide at the moment, Arranth.

Q u o t e:


So.. would renewing the transfer help at all? i dont want to do it and then lose my spot in line and have to wait longer.

We have received several reports indicating that re-initiating a transfer may resolve the issue and allow you to transfer immediately; however, I cannot offer any guarantees. You're welcome to give it a shot, though!

Q u o t e:
It went through, I logged in, made the changes but it still won't let me transfer to my other account.

I have gametime on my other account, it will let me transfer the priest to this account but not the other way around

This guy has no play time : (

I was sooooo excitied to : (

Can you give me the name and realm of the Priest, Gifted?

Both accounts are merged into the same Battle.net account and both accounts are upgraded to the same version of the game so I don't see any reason that the transfer request should behave that way.

You could try clearing your cookies and cache or perhaps try an alternate browser, Giftted. If the issue persists you'll likely need to contact our Billing department.

You can call 1 (800) 592 5499 (1-800-59-BLIZZARD) Monday through Friday 8AM-8PM (PDT) for live representation.
Australian users should please call 1-800-041-378 if the standard 800 line does not work.