I am.....miffed - Blue Tracker

#0 - May 6, 2010, 12:03 a.m.

About a week and change ago I lost my authenticator. Tore apart the house but sucker was gone. Called up Blizz for help to pull the sucker off my account so I could still play. Got sent an email. Basically send in a copy of my ID and a filled out copy of the TOU page and can-do they said.

So, photocopied my birth certificate, filled out the TOU form and faxed it all in. Cost me $4.50 too. Next day I get an email back saying, "Sorry, no can do. Birth Certificates can't be used as ID if you are over 18." Called up again. Got told that despite it not being anywhere in the documentation that is their policy. Not pleased, but asked the rep on the phone if it was okay if I emailed a scan of my driver's license.

No problem I was told, "Any attachments cannot be bigger than 5mb though." I was a little concerned about how big all the scans would be so I asked if I could just send in the scan of my ID and not the forms as well. Again, I was told. "no problem, I even checked with account services and they are expecting your email."

Great, I said. Hung up, scanned my ID and emailed Blizz with a 1.5mb scan of my driver's license. Guess what I got today? Yup, you know it. "Sorry, but we cannot process your request as you did not include the TOU pages." I am now seriously miffed. Trying to get through to account services again but of course it's impossible to get through. I am either getting my account cleared for access today or I am done with WoW. I'll go back to STO or Eve or some other game that doesn't have authenticators.....

Wish me luck

p.s. Word of advice, write down that little serial number on the back of your authenticator and put it somewhere safe. It would have helped if I had done that.

Malkorix

#32 - May 7, 2010, 7:27 p.m.

Q u o t e:
Well, good news. Spent 90 minutes on hold yesterday and got a real take charge CSR. He checked over everything and got everything pushed through. I did have to re-verify myself but that wasn't really a problem at all. The guy I got also gave me direct contact information to him just in case things went belly up again.

When I get my survey for this guy he is definitely getting all the praise I can give him.

Fired up my game today and got to play.

Lessons learned if I ever get an authenticator again:

1) Record the authenticator's serial number and put it somewhere safe.
2) Epoxy or otherwise attach the authenticator to my computer.
3) If I ever need to deal with any Blizzard forms again send in as much information as possible.

I'm glad to hear that everything was taken care of, and that you were able to rejoin us in Azeroth. I know that this was a bit inconvenient, and I genuinely apologize for that. We endeavor to maintain the security of these processes while also allowing them to run as smoothly as possible under normal circumstances. Yours was a very unusual case, and I sincerely apologize for any miscommunication or confusion that resulted.

I hope that moving forward you are able to enjoy World of Warcraft with us for a long time to come - and with no further inconvenience!

Malkorix

#34 - May 7, 2010, 9:57 p.m.

Q u o t e:
Me too. A suggestion: Make a note somewhere that a Birth Certificate is only valid as ID for a person under 18. That would have helped reduce this by a few days. Really looking forward to more game time. Tried a few other games, came back.

Thanks for sticking with us! â™¥