Faction changes are NOT safe

#0 - Dec. 3, 2009, 7:14 p.m.

ItÂ´s been three weeks (november 11th) since I requested a paid service for faction change in the RAGNAROS server for my Lvl 80 Paladin. When I paid for this, some system error happened, so I havenÂ´t been able to use mi character since three weeks ago.

In addition, when the support executive sent me an e-mail (last tuesday) telling me that my paladin problem has been fixed, I tried to log in my account, and I wasnÂ´t able to see ANY of my character in that realm. This situation hasnÂ´t changed, I havenÂ´t been able to use my paladin, and from two days on, I canÂ´t use ANY of my characters.

I have made every step to make this work, since talking to GMs to calling Blizzard billing service numbers, recieved and answered a lot of e-mails telling me that they are "working" on this, but as you may realize, three weeks for fixing a bug, is not a logical time.

I wonder if there is some kind of discrimination in my case because Ragnaros is a Latin American server, and I am playing from Venezuela.

Right now, I canÂ´t use any of my characters on Ragnaros realm, and Blizzard doesnÂ´t seem to be working on it, since I have two days in this situation, and they know about it. And I keep paying for the services they donÂ´t give succesfully.

I want a solution NOW.

Malkorix

#14 - Dec. 3, 2009, 8:27 p.m.

Q u o t e:

Done all that, didnÂ´t work...

I'm truly sorry to hear that this process might not have gone smoothly for you.

I would like to point out, however, that an inflammatory thread title and accusations of discrimination are not the right method of achieving a resolution in this case =(. To be fair, there is every indication that, for the vast majority of players, Faction Changes are indeed 'safe' and many, many players have already availed themselves of the service without incident. I deeply regret that there may be factors which have delayed your Faction Change, but I am hopeful that we'll be in a position to resolve the matter swiftly.

It does appear as though this is related to a billing issue, and our staff have been working toward a resolution in this case since the matter was reported initially. While I may not have more to add at this time, I'll be happy to look into the situation and provide what information or guidance I can.

UPDATE:

I was able to confirm that the appropriate parties are aware of this situation, and are investigating accordingly. Thank you very much for your patience as our staff continue to work to resolve this situation on your behalf!

Malkorix

#21 - Dec. 4, 2009, 1:04 a.m.

Q u o t e:
Take my sight for a minute: I paid a faction change and my paladin got stucked. I opened several tickets, and the GMs told me the problem was fixed. It wasnÂ´t. They asked me to send an e-mail to the billing service. I sent it, and I got response from it three days later. It didnÂ´t fix my problem. Then I called billing services. They made something that (again) didnÂ´t work. I called again, and they put my case in some kind of wait (as if I hadnÂ´t waited very long at that time). Passed three weeks, they sent me an e-mail telling me that my problem should be fixed, inviting me to log in, and when I did, SURPRISE!: I can even see my characters on Ragnaros. Then I tell the billing support executive that I canÂ´t even see my characters, I explained him that my account gets stucked in "RETRIEVING CHARACTER LIST", and it has been two days and several hours IÂ´m waiting you, blizzard workers, to solve my case.

I can completely understand your perspective, and once again, I deeply apologize for the wait as well as any inconvenience or frustration that that may have stemmed from this situation.

Our staff have not been ignoring this issue, or setting it aside. It is clear that something well outside the norm has occurred here, and staff members have worked with you consistently in an effort to resolve it. That hasn't changed, and this is a high priority for us. Please trust that if an immediate resolution were available, that it would already have been put into place. We hope to have a resolution in place for you soon.

Thank you for bearing with us as we've investigated and attempted to resolve the matter, and as we continue to do so.

Orlyia

#34 - Dec. 11, 2009, 9:31 a.m.

Q u o t e:
ItÂ´s now been NINE DAYS of not using any of my character, exactly a month since I canÂ´t use my paladin, and still ainÂ´t got any kind of solution to this.

Does it make sense or logic to take more than a month to solve a bug? I donÂ´t really think so.

What do I have to do to make you, Blizzard staff, to make some serious arrangement to my account?

WouldnÂ´t it be easier to erase all characters and re-make them with exactly the same things they had? I donÂ´t really think this are logical waiting times for fixing a bug.

You really donÂ´t seem to be working on this, you really donÂ´t think to care about this problem.

It looks like quite an extensive bit of work has been done on this account very recently.

When was the last time you tried to login, Tymba?

Malkorix

#42 - Dec. 11, 2009, 9:22 p.m.

Q u o t e:

At the time I made last post, had been just minutes from my last Ragnaros log in try.

Right now, while IÂ´m writing this, the game is stucked on "RETRIEVING CHARACTER LIST"

Just to keep making this postÂ´s information alive, right now itÂ´s been TEN days without using any of my characters, and more than a month without using my paladin.

You haven't been forgotten for a second, Tymba. We recognize the gravity of this situation, and our staff are still hard at work to resolve the issues affecting your account. They are attempting to narrow down the root causes now.

As before, please keep an eye on your registered email address, as any communication from our departments is likely to originate via that channel.

Syndri

#73 - Dec. 14, 2009, 5:51 p.m.

While this issue seems to have polarized many, let's please keep this discussion civil. Provided that posts remain respectful, your fellow posters are entitled to their differing opinions. :)

With that said, Tymba: Your character is still under review at this time and remains a priority. Many representatives from multiple departments are collaborating in attempt to resolve this very unique issue for you as swiftly as possible.

You've our most sincere apologies for the inconvenience or game disruption you've experienced thus far; I know it must be incredibly frustrating for you. Unfortunately, the normal resolutions for these types of issues have not proved successful and so further investigating and testing has been necessary. As noted previously, though, we are working to get your character back in action ASAP and will email you with additional information once it becomes available.

Malkorix

#91 - Dec. 15, 2009, 2:53 a.m.

This is a situation that is under special investigation.

It is probably best to keep speculation to a minimum. Regardless, we will not rest until everything is wholly and appropriately resolved.

Tymba, should you return, please feel free to open a new thread on this subject if you wish to inquire further regarding your progress via the forums. I believe that you've been contacted via email, however, and that is likely the best avenue via which to discuss this matter further.

I am locking this thread for now.