Fix bad GM call, or lose customer for life

#0 - Feb. 12, 2010, 2:47 a.m.

See the unbelievably lazy response from AT LEAST 1 game master below. I looked at http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20457 and it clearly states:

Virtual property lost due to user error
If we can verify that your loss of virtual property was the direct result of:
. . . "Any other user error.
We will attempt to restore the virtual property.
We reserve the right to refuse restoration if we feel an excessive number of requests have been made in this particular category or if an undue amount of time has passed since the item or character was lost. We do not wish to encourage career victims, nor will we penalize players who legitimately make the occasional slip-up. "

What he did was contrary to the policy above that he stated because I hardly ever submit such tickets. The only possible mistaken exception to this in the last year would have been when Wrath of the "Glitch" king glitched and didnt' drop any loot at all when we killed Hodir on hard mode; this was not my fault at all. It was a known bug in the game.

If this isn't remedied quickly, Blizzard Entertainment will have lost two customers for life (myself and my son). Seriously!! We are your customers. Logically, if you treat your customers like this, the natural consequence is that YOU WILL LOSE ME AS A CUSTOMER!

Petition: Last night I accidentally bought the shaman healer tier 10 shoulders instead of the elemental dps tier 10 shoulders. They both had the exact same SP, haste & crit buff, & look identical. Sadly, i gemmed & put the sons of hodir chant on them, only to realize that they were healer shoulders. PRETTY PLEASE change those shoulders out for the elemental shaman shoulders (without any gem if necessary). That represents WEEKS worth of work for the frost emblems.

Answer: I would like to apologize for not being able to address this issue while you were online. I have looked into the case further for any possible efforts into assisting in this request. Unfortunately, the item requested is no longer eligible for reimbursement / swap. A system was implemented into the game (patch 3.1) to allow players to correct any mistakenly purchased item up to 2 hours, and not modified in any way. Please refer to our forum post at http://forums.worldofwarcraft.com/thread.html?topicId=16364516310&postId=163627436489&sid=1#0. If you feel this policy should change, please post on our Suggestion Forums. I apologize for any inconvenience. Thank you for playing World of Warcraft and have a good day.

The 1stl GM referred to http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20457, which as stated above, outlines a policy that he did not follow!

Toon Name: Cheme
Realm: Durotan

Vrakthris

#40 - Feb. 12, 2010, 3:48 a.m.

I am very sorry for what frustration this may cause you, Cheme.

If you wish to provide feedback regarding an interaction you had with one of our Game Masters and the decisions that were made the best thing you can do is to write to our feedback address so the matter can be reviewed. This is not the correct method.

wowgmfeedback-us@blizzard.com

Our Developers implemented the Alternate Current refund system to allow our players are greater degree of control in resolving their own errors. Because of this we may not be in a position to assist in such cases. We have always and continue to urge caution when interacting with vendors and items.

I understand that you may have worked weeks to acquire the Emblems of Frost to obtain the item, Cheme, but truthfully confirmation of your purchase would have taken a couple of extra seconds. It should be noted that there is also a confirmation window that you must click yes or no on when making such purchases, another level of protection.

These policies apply to everyone equally, posting in all caps or threatening to quit will not allow us to do something we would be unable to do for anyone else. If you wish to see our policies changed you are welcome to post in our Suggestion forum so your request can be reviewed.

Q u o t e:

The 1stl GM referred to http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20457, which as stated above, outlines a policy that he did not follow!

Again, I am sorry for what frustration this may cause you but I believe our staff has a much clearer understanding of our policies then you may.

The following statement from our Support Article would be applicable.

Q u o t e:

Although we understand that the occasional mistake can be made, please be aware that restorations are limited, not guaranteed, and are at the sole discretion of Blizzard Entertainment

A Reminder: Alternate Currency Reimbursements
http://forums.worldofwarcraft.com/thread.html?topicId=23042534148&sid=1

Q u o t e:

Why have the guise of a ticket system if their default "policy" is not to help, even once every 2 years?

Looking at your account history, Cheme, I see that we have assisted you with 3 BoP swaps. Two of which you benefited from as you were the receiver of the item.

Q u o t e:
Ever heard of customer service?

Yes we have, Cheme, and our commitment to the best customer service in the industry has never wavered. Having to say no, is not bad customer service, it is sometimes necessary. Giving in to every whim a customer has is not good customer service.

Q u o t e:

That is just a logical action for a customer to no longer patronize a company that has a policy of not providing service, especially when it would be so easy to.

On one hand you criticize an increased queue time but on the other you demand that we resolve an issue that was easily avoidable and that you had the power to resolve yourself. You make a claim that resolving this issue would be easy to do. You have no way of knowing what steps we must take to provide such a refund, Cheme.

Our policies have always been fair and applicable to everyone, equally. So if we were to allow this refund for you, what of everyone else? If such a refund takes 15 minutes to do (for example) how much time is that when 100 people ask for it, or 1000?

This is one of the reasons why such options were implemented. You not only have a confirmation box when you make the purchase but you also have the option of receiving a full refund for the purchase price within a 2 hour period (of actual play time).

Our policy have always been to assist where we are able to but we have also always strove to give you, the player, more control over your game play. Allowing you to take personal responsibility for your own actions and dealing with the consequences when proper attention is not paid.

I am sorry to hear that you and your son may leave us if we are unable to grant your request, Cheme. I wish you well though in wherever life takes you.

Vrakthris

#49 - Feb. 12, 2010, 4:06 a.m.

It isn't about one Game Master taking pity on the person and another not. There are simply factors involved where some restorations are possible and others are not. They may look nearly identical on the surface but that is not usually the case.

We understand the work that goes into your character and the decisions that are made, we do not take the granting or the denial of a particular request lightly and we always review each request on an individual basis.

As I said previously if you would like to see any changes made in our policies you will want to post on our Suggestion forum. Our developers and policy makers read that forum frequently, and take into consideration all suggestions, even if they are unable to directly reply to them.

Vrakthris

#63 - Feb. 12, 2010, 4:43 a.m.

Q u o t e:
Umm, Your tone is clear. Excuse me for making a public post that isn't favorable publicly. I simply clicked on the customer service link on the blizzrd home page, on the left hand side, and this is where it took me.

A name alone is not always able to convey what something if for. If you note on the forum index it states the follow:

Q u o t e:
Customer Service Forum

GM moderated forum to discuss in-game issues.

The link below covers our main purpose, this is the thread at the very top of the page.

http://forums.worldofwarcraft.com/thread.html?topicId=965509092&sid=1

Q u o t e:

2 of 3 benefitted me? How many of those were from where someone else needed when they shouldn't have? Over how many years?

Who made the error isn't necessarily relevant, Cheme, you had stated that you were never helped not once in two years. I was pointing out that the claim was blatantly false.

Q u o t e:

Anyone, like i said above, your tone is clear. I have upset you. No need to respond on that. or say that i didnt' rub you the wrong way. I'm sorry.

I'm sorry if that is how you took the tone of my post, Cheme. I am not upset in the least. I'm simply addressing your post and hoping that you can understand.

Q u o t e:

That contradicts your other reasons.

Actually, no it doesn't. You have no idea what the circumstances of the request were nor what the history of the account is.

As I said, Cheme, if you wish to provide feedback on your interaction the best thing to do is write to the feedback address provided earlier.

Vrakthris

#72 - Feb. 12, 2010, 6:33 a.m.

At this point we are going in circles as people continue to bring up cases that they have no insight into so I will be locking this thread.

As stated before if you wish to see this policy changed you are welcome to post in the Suggestion forum.

If you wish to provide feedback regarding a petition you submitted you may write to wowgmfeedback-us@blizzard.com.