#0 - Sept. 10, 2010, 4:25 a.m.
ETA for a response?
#8 - Sept. 11, 2010, 3:25 p.m.
I reviewed the call logs from both you and your husband. I see where the first representative noted another authenticator would be sent out at no charge since the one you received initially was defective. I am not sure what transpired between then and the next time you contacted us, other than the zero cost order was never placed. Again, I can assure you, your experience is not typical. Replacement items are normally shipped out within 48 hours (not counting weekends and holidays); definitely not two weeks as in this case.
I can confirm we did receive an email from you as well, dated 8/26/10. The email was replied to that same day, but it sounds as though you did not receive this response.
Concerning your request to speak with a supervisor directly, in the event a customer requests to be in contact with a supervisor a procedure is generally followed for this to take place. Unfortunately my knowledge of this procedure is very limited. My understanding is that while a supervisor may not speak to you right at that moment, they will contact you within a few hours once they have had a chance to review the situation. Your email indicates you requested to speak to a supervisor whereas the notations of the call do not, which could be why you were not contacted. Again, this aspect is purely speculation.
While it is completely at your discretion if you would like to phone again, you may have better results emailing us once more. If you choose to email again, be sure to do so from the registered email address as you did prior. If you have the first email you sent, you can always resend that one as it was well written adding anything you feel is necessary at this point. Be sure when you send the email, adjust the subject heading to read “Attn: Supervisor” and send the email to billing@blizzard.com. If you do so within the next few hours I may be able to confirm it was received.