Authenticator stopped working, no workaround

#0 - Feb. 12, 2010, 11:12 p.m.

I understand that there shouldn't be a workaround for authenticators, but a month after receiving my keychain authenticator, it simply stopped working. I would never have guessed at the lack of quality in the authenticator and the lack of timely help on Blizzard's part. I emailed them a while ago, and I've received no response. I've tried to call and hold numerous times, but I don't have hours to wait for a representative. It looks like I'll have to set aside a day to sit on hold as a result of adding security that I wasn't even sure I needed.

Just a note to anyone who feels relatively safe and is considering an authenticator: the Core Hound Pup is not worth the trouble.

Bheralrul

#7 - Feb. 12, 2010, 11:36 p.m.

Q u o t e:
The form is available here:
http://us.blizzard.com/support/article/BNETTOUFORM

Fill out the form typed or printed legibly and Email as an attachment to: accountservices@blizzard.com
Fax to: (949) 725-0701 Mail to: Blizzard Entertainment ATTN: Billing Department P.O. Box 18979 Irvine, CA 92623

The Terms of Use form would be used in the case of not properly verifying the account.

If an e-mail or call is placed and information like the serial number and acct can be verified, we can attempt removal that way. I am showing the op has sent an e-mail as of last night, so it is just a matter of time before he gets a response now :)

Bheralrul

#10 - Feb. 13, 2010, 12:02 a.m.

Q u o t e:

I'd rather be hacked and wait the 7 to 10 days to have everything restored. You'll still have the wait when your authenticator eventually breaks, so what have you gained?

The failure rate of the device is fantastically low; having one quit on you within the first several years is highly unlikely. With that in mind, if you are completely secure and take every possible precaution when it comes to internet security, you may find an authenticator is not a necessary security layer. However, many people do appreciate the extra level of protection it provides, and relatively very few people find themselves in a position of needing one removed by Blizzard.

The turn around time for e-mails to the Billing department is much much less than 7 - 10 days, so the authenticator will be able to be removed, and properly replaced. We are also constantly combating the issue of a max queue in the Billing department, getting more people on the phones to help avoid a busy signal. The goal is that someone should just be able to call in and have it removed right away. This recent trend of high call volume does not equal the overall phone service provided, or the "norm" for the future.