Question about Account Restoration

#0 - April 16, 2007, 1:04 a.m.

I am not gonna make this a "ZOMG RESTORE ACCT KKTY" post. I have some questions though. As a note, the report was filed regarding the character I am posting with and 3 others. Also, my characters were NOT transferred, simply all their items (both gear and inventory reagents/potions/etc) were gone, as well as my gold.

1) I have contacted Game Masters in-game and even called Account & Billing Services, but the only information they can provide me regarding the restoration is that a report has in fact been filed. Is there no way to gather more information than this? I have even filled out the webform on the Account Administration web page, but have still received no reply from that either, not even automated. I have checked my email MANY, and yes I'm sure it was not removed by a spam filter. Basically, I want to know if there is anything I can do other than wait.

2) I have had friends who not to long ago lost the integrity of their account, but their issues were cleared up significantly faster (fully restored in 3-5 days). While I understand each case is different and things change, I was wondering if there is any particular reason as to why the disparity, and if there is a predictable reason if anyone on these boards can provide an estimate as to how long I can expect to wait to hear back.

Thank you all very much for your help, in advance!

Vrakthris

#1 - April 16, 2007, 1:16 a.m.

When a possible compromise of your account is reported your information is forwarded to our investigation team, there it will wait in queue until it can be addressed.

How long before your issue is resolved is dependent upon how many others are in queue before you and the complexity of your case. Unfortunately although Game Masters can confirm that your issue was forwarded we are unable to provide you with an estimate on when it will be resolved, I am sorry, Zurm.

Q u o t e:

I have had friends who not to long ago lost the integrity of their account, but their issues were cleared up significantly faster (fully restored in 3-5 days).

This was originally reported on the 12th, which is still in the 3-5 days that your friend experienced. :)

You should be hearing something in the next few days, Zurm, you have not been forgotten.

Vrakthris

#3 - April 16, 2007, 1:40 a.m.

How quickly an incident is reported does not impact how fast we are able to conduct an investigation nor how quickly as are able to restore items lost. It simply means that your issue is placed in queue to be addressed as soon as you report it.

I'm not certain I understand the question.

Vrakthris

#6 - April 16, 2007, 6:23 a.m.

That is strange I show two e-mails have been sent, these were simply to notify you that your issue was forwarded to our investigation team but you should have received them.

You might want to check to make sure your spam filter/junk folder isn't grabbing them.

http://www.blizzard.com/support/wow/?id=aww01899p

Vrakthris

#10 - April 16, 2007, 11:16 p.m.

Q u o t e:
I want to know some tangible information regarding my account...an estimated time till even someone looks at the situation, some status to the progress if the investigation is already underway, anything! If there is no way for this to be done than simply say so, please.

The only tangible information that is able to be provided is that your account has been forwarded to our investigation team. I have already said that in this thread; that is the only information we are able to provide. If an ETA is available the investigator will e-mail you, in most cases it is not.

Our investigation team spends its time working their way through the queue, investigating reported compromises and providing what restoration they are able to.

They do not usually have time to address questions on where your particular case is in queue, honestly if they did provide this information they would spend more time replying to the inquiries on where their investigation was instead of actually trying to get your characters and items restored.

Q u o t e:

All I keep hearing is that the priority queue is a first-come-first-serve basis, yet I hear from friends and even people on these boards instances where people on the same server who report the problem only a few hours appart have days worth of difference to be CONTACTED.

All cases are taken in the order they are received but every case is different, some are fairly complicated where others are unbelievably simple which is responsible for the time difference.

Zurm, I understand your desire to know precisely what is happening but the only people who would know that information are the people who are investigating your case.

Please be patient they will complete your investigation as soon as they are able to.