Character Restorations - Blue Tracker

#0 - June 29, 2010, 2:33 a.m.

Hello,

I was compromised on June 12th, investigation started on June 14th.

I've lost 4 characters, 2 80s and 2 low lvl characters.

Since the compromise I have only received 2 of those 4 characters back, and only one of those 4 has had it's items restored.

My alt is the one that got restored, my main is still empty handed. I received emails from the GM with a list of items and yet the items are not on the character nor are they in the mailbox like they were on my alt character. So I'm on day 15 here and only have 1 character out of 4 restored.

It's been nearly a friggin month since I've raided on my main due to this crap as I got hacked while on vacation. My guild is beginning to wonder if I'm ever going to get back to raiding, and quite frankly I don't blame them.

Characters that need to be restored:

Boltadeath - Laughing Skull

Q u o t e:
Realm: Laughing Skull
Character Name: Boltadeath

Money Restored: 8,473g 1s 80c

Item(s) Restored:
Abomination's Bloody Ring
Abyss Crystal x22
Adamantite Frame x17
Adder's Tongue x4
Band of the Violent Temperment
Banner of Victory
Bloodbath Belt
Bloodsail Admiral's Hat
Blood-Soaked Saronite Stompers
Bloodstone x14
Bloodvenom Blade
Boneshatter Armplates
Boots of Kingly Upheaval
Breastplate of the White Knight
Bryntroll, the Bone Arbiter
Bryntroll, the Bone Arbiter
Cardinal Ruby
Carnivorous Band
Chalcedony x7
Cobalt Bar x14
Coldwraith Links
Crystalsong Crown
Dark Jade x4
Dark Jade Focusing Lens
Darkmoon Card: Greatness
Deathforged Legplates
Dragon's Eye
Dreadstone
Drums of Forgotten Kings
Drums of Forgotten Kings
Drums of the Wild
Drums of the Wild
Elemental Blasting Powder x20
Elixir of Expertise
Emblem of Frost x81
Emblem of Triumph x81
Essence of Gossamer
Eternal Water x5
Flask of Endless Rage x30
Flask of Stoneblood x12
Fossilized Ammonite Choker
Frost Giant's Cleaver
Frostforged Greathelm
Froststeel Tube x8
Frostweave Cloth x19
Furnace Stone
Gendarme's Cuirass
Gendarme's Cuirass
Ghoul Commander's Cuirass
Girdle of the Nether Champion
Gnomish Army Knife
Greaves of the 7th Legion
Grim Toll
Handful of Cobalt Bolts x23
Heart of Iron
Heavy Frostweave Bandage x20
Hellfrozen Bonegrinders
Icebane Treads
Icy Blasting Primers x40
Imbued Vial x7
Insane Strength Potion x11
Ironrope Belt of Ymirjar
Jeweler's Kit
Justicebringer
Lana'thel's Chain of Flagellation
Legguards of Feverish Dedication
Mark of the Relentless
Might of the Ocean Serpent
Orb of Deception
Polar Bear Claw Bracers
Potion of Speed x30
Pride of the Eredar
Quel'Delar, Might of the Faithful
Ramaladni's Blade of Culling
Rhinolicious Wormsteak x6
Ring of Rotting Sinew
Sabatons of the Lingering Vortex
Saronite Bar x2
Saronite Bomb x57
Saronite Gargoyle Cloak
Saronite Swordbreakers
Scourge Reaver's Legplates
Scourge Reaver's Legplates
Scrapbot Construction Kit x8
Seth's Graphite Fishing Pole
Shadow Crystal x11
Shadow Jade Focusing Lens
Shadowfrost Shard x48
Simple Grinder
Skeleton Lord's Circle
Strength of the Automaton
Strength of the Nerub
Stylish Power Cape
Sun Crystal x11
Taldaram's Plated Fists
The Black Heart
The Executioner's Malice
Titanium Bar
Titanium Razorplate
Titanium Spikeguards
Toy Train Set
Weather-Beaten Fishing Hat
Wind-Up Train Wrecker
Wormhole Generator: Northrend

Points Restored:
30000 honor points

Thank you for taking the time to contact us.

Please keep in mind that each account is permitted a limited number of instances in which the GM staff may assist with the recovery of virtual property or progress that has been lost. Although we understand that the occasional mistake can be made, we encourage players to exercise caution and minimize such situations to avoid future need of restorations and GM assistance. Restoration of any kind is not guaranteed. While we will make every effort to verify and restore your loss, the decision to go forward with a restoration is entirely at Blizzard's discretion.

For further information please check our Restoration Policy located at (http://us.blizzard.com/support/article/20457)

Thank you again for contacting us. We hope you continue to enjoy your experience in World of Warcraft!

Regards,
Game Master Rywaald
Customer Services
Blizzard Entertainment
www.blizzard.com/support

Now that's my main that is waiting to be restored... I have two other characters that were deleted completely .... Boltamage lvl 17 mage, realm echo isles.... and Boltaelf lvl 64 night elf warrior, also on echo isles.

I've been a paying and playing customer since april 2009, this is my first ever compromise and no previous bans or issues. You cannot tell me this crap is complicated, because quite honestly it's not, the item list is already there... so RESTORE it.

I am very disappointed in blizzard support.

Vrakthris

#5 - June 29, 2010, 5:26 a.m.

Q u o t e:
I've been a paying and playing customer since april 2009, this is my first ever compromise and no previous bans or issues. You cannot tell me this crap is complicated, because quite honestly it's not, the item list is already there... so RESTORE it.

I'm sorry, Boltadeath, but there seems to be a misconception on your part. Compromise investigations are generally fairly complicated and can be extremely time consuming. We want to do as much as we can in these situations and understand the amount of work that goes into your characters which is why we continue to help with compromise cases.

Although I understand what frustration this issue may have caused, Boltadeath, and your request for further investigation will be looked into it does look like you may not fully understand what has happened here.

The e-mail you quoted listing the items, gold and honor that were restored is correct. Those items were restored to that character. The character that received the items though is not necessarily the correct copy of the character. Unfortunately because you initiated and completed a Faction Change on the character instead allowing our investigation to complete the items were delivered to the original character that Faction Changed.

Q u o t e:

I like WoW, but this kind of service makes me really look at whether I want to continue paying for a company that doesn't support it's customers.

I'm not certain how that statement can be true. Under no obligation we provide restoration of items and characters when players make errors in judgment or in some cases change their mind and continue to expand the number of issues that we are able to help with. We also provide what restorations we can when a customer has not protected their account sufficiently and allowed it to be compromised. I don't wish to play the blame game, Boltadeath, but we did not allow your account to be compromised and in fact we do everything in our power to educate our customers on how to protect themselves.

Overall you are completely responsible for all activity that takes place on the account, yet, we continue to spend a massive amount of time and man hours to provide near 100% restorations in many cases.

I will see what I can find out and what needs to be done to undo the damage that was caused and provide an update here or ensure that you receive an e-mail letting you know what is going on.

Vrakthris

#7 - June 29, 2010, 6:38 a.m.

Q u o t e:
There is no misconception on my part about the investigation, when the GM emails me and says the character is restored I expect to login and find the items and faction it was supposed to be. I logged in it was still horde and had no items, it had 22 silver on the character and 1400 honor points.

A misconception: n. A mistaken thought, idea, or notion; a misunderstanding

You thought that e-mail indicated that your entire restoration was complete. That was a misunderstanding, Boltadeath. As the e-mail that was sent 6 minutes prior to the one you quoted stated that we were working to reverse the listed character transfers and that such processes normally take approximately a week. This applied to the Faction Change as well though I am sorry that the e-mail did not mention it specifically.

Q u o t e:
My frustration comes from, the list is obviously there, billing and account reps have confirmed the email is there for the GM to restore the items... if the list is there which the GM would have had to investigate, why hasn't it been restored?

It seems you may still be misunderstanding what I said, Boltadeath. When you Faction Change or Transfer a character the information is copied over. In this way the original transferring or faction changing character still exists to some degree. When a transfer is reversed it is reverted to the original state it was in before the character was transferred, it works the same way for Faction Change.

The items in the e-mail were restored, to the original character. Because you initiated a faction change and did not allow the reversal process to complete you did not gain access to that character but instead are accessing the new copy. I hope that clarifies things.

Q u o t e:
Thus far blizzard support has been absolutely horrible

I'm sorry you feel that way, Boltadeath, all I am able to see is the number of people who are attempting to help you. I even stated that I am looking into this situation to see what can be done.

Q u o t e:
if I was not supposed to faction change my character, then lock the character.

It doesn't work that way, individual characters can not simply be prevented from using a service unless they are currently on a cooldown from using the service previously. This is why a warning is provided on the transfer support page, the one you used on 6/19.

You may want to check your characters and the e-mails that have recently been sent to your registered address.