GM's Being Unhelpful - Unreasonable

Q u o t e:
Now this, I have a problem comprehending. What if my characters were deleted 3 months back, would the GMs restore them? Of course they would.

Well, depending on the circumstances, we would certainly try, though no restoration is ever guaranteed no matter what the circumstances. You simply can not compare characters to items though, they are treated entirely different.

Depending on the level of the character, since low level characters under 50 which have been deleted are eventually purged from our database, the character is essentially a fixed point in our database. The character can be transferred or deleted but overall the state of it remains unchanged. It can gain levels, skills, quests, achievements, etc...and that information is updated but the character itself remains a static point. Any items on the character belong to that character and are saved as part of the character's data.

Now items, they are fairly temporary and exist only as they relate to the character. If an item is deleted or sold it remains part of the character for a limited amount of time but it will eventually be purged from the character's history. If an item was transferred the record of the transfer exists, for a limited length of time, but once that time expires that record is no longer kept; the item itself does not keep a history of where it has been prior. An item exists as part of the character.

Q u o t e:


Is it really too much work for a GM to just restore all my items?

Too much work? Doubtful, how long a restoration takes depends on the restoration, some are more complicated than others. The information has to be available though, if it isn't, it doesn't matter how long one of our Investigators puts into the investigation, the information isn't going to magically appear.

Q u o t e:

Do they have to be verified? I know the GMs have a LOG of all my items, but if its unable to be verified, you might as well say goodbye to the items forever.

Absolutely. As much as we would like to take players on their word we simply are not able to. All restorations that are provided need to be verified. Lost items/gold, etc... need to be researched and the trail followed. We need to verify that you indeed had the item and what happened to it.

Now after the first petition, where we were unable to provide the restoration we took another look. From what I can see we were able to verify that a compromise did take place so we provided some funds to help you get back into the game but beyond that I'm afraid there isn't much else that can be done.

Q u o t e:
I just want my items back.
I've talked to a few of my friends, and they all told me to call in. Should I call in?

There are only two points of contact by phone that is our Technical Support department and our Billing and Account Services department. Neither of which will be able to help wish a compromise issue beyond giving you advice on how to check your system for trojans/keyloggers or updating your contact information.

If you do not agree with the outcome, Snu, you are welcome to write to wowgmfeedback-us@blizzard.com. Though hopefully you understand that it is not a lack of effort that is preventing us from being able to provide you a full restore, it is a lack of verification. Once that information is gone, it is not recoverable.

Good luck.

Q u o t e:

I don't think many Blizzard employees understand what the difference it makes and the impact it causes on the player.

Given that the majority of Blizzard Employees are players, Snu, I'd have to disagree with you.

Q u o t e:
I of course, do have problems with how your policy works. Sure, if you changed it where it actually restored my items, it would create some unique situations when con-artists try and abuse the system, but thats why GMs do investigations right?

Yes, which would be based on what could be verified, Snu, if we are unable to verify the loss, how would be provide the restoration?

Q u o t e:

I always wanted to tank, because I was skilled enough to do so, and blizzard took that away from me the moment they wouldnt return my items.

I'm sorry you feel that way, Snu, interesting that you blame us for not being able to return it but there is little mention how you got into this situation in the first place. We do what we can to repair the damage that was caused but we did not compromise your account nor by a lack of security on our part allow your account to be compromised.

It should also be noted that if this compromise was reported to us soon after it happened we would have likely be in a better position to return most, if not all, of the lost items.

Instead of looking at what you don't have perhaps taking a look at what you do is best. After all, you have a good set of gear available to help you reacquire your tanking gear.

Q u o t e:

I am entitled to the things I payed for, both in time and money. Blizzard owes us this because we're the one putting the food on their tables, and we're the ones funding them.

Actually, Snu, you are responsible for all activity that takes place on the account be it sanctioned by you or not.

Now we understand the amount of work that goes into a character, leveling, gathering gold and items, etc... so we try to help whenever we are able to. There are certain requirements for this assistance though and that is, we must be able to verify the loss.

We must be able to verify what items you had. I'm sorry, Snu, we looked but when this occurred was too long ago, we are simply unable to verify the loss.

Q u o t e:

If you ever lost something, wouldn't you fight for it? Would you just as easily give it up because its of no use to you anymore? Why do you falter?

If you lost something the authorities that were investigating the loss would still need to verify that the item was yours. You could walk into a pawn shop seeing an item in the display case and state that it was stolen but without verification of that truth, you would be unable to recover it.

I feel this discussion is not productive so I'll be locking the thread.

Good luck to you, Snu. Hopefully the folks in your guild will help you replace the gear that was lost.