Hello,
I have been working as a senior customer support representative for US corporations over the past 10 years. I have worked with both end customers and business customers on a daily basis.
I would like to share my thoughts on a recent ticket I submitted.
I created the ticket almost five days ago regarding the PvP Gladiator staff. When I saw the requirements for purchasing this staff via the conquest vendor in Dornogal, it was clear that it costs 1,750 conquest points and that there was an achievement required to obtain 2,500 conquest points during this season. Nothing more, nothing less. However, that wasn’t the case. Even after obtaining 2,600+ conquest points, I still didn’t get the achievement, and I had to play a ranked game to earn it. This part was a bit confusing, but I had no issue with it. I earned the achievement and went to purchase the PvP weapon for 1,750 conquest points, as it’s the most valuable piece of equipment.
After equipping it, I checked my mail to gather money from the auction house. That’s when I realized I had received two tokens. I went back to the PvP vendor and saw that the price had changed from conquest points to the tokens I had just received. I’ve been playing WoW for over 15 years, and I’ve never experienced a vendor changing currency requirements all of a sudden. I couldn’t sell the staff back for conquest points because I had already equipped it. I hadn’t enchanted or transmogrified it, and I immediately created a ticket for a refund. Unfortunately, the response I received was simply, “Sorry, we can’t do anything.”
Now, this clearly wasn’t my fault as a customer. There was no way I could predict what would happen when I reached 2,500 conquest points and received the achievement. There’s nothing to be learned from this mistake. It seems the change happened recently, and I had no idea since I’m a returning player and this was my first week back.
Honestly, as a senior customer support representative myself, I can’t imagine declining a refund to a customer who was affected by recent changes that were not communicated to them. I simply followed the clear instructions from the PvP vendor, which, as you recall, had a hidden requirement in the first place.
Summary: I am now short a significant chunk of conquest points, which makes a huge difference in a highly competitive PvP environment, and I can feel the impact in arenas. All I’m asking is to have the staff refunded for conquest points so I can use the tokens instead.
I’ve always had a good experience with Blizzard support, so I trust this will be resolved to ensure customer satisfaction.
UPDATE
After several tickets, blizzard refused to help me. So I cancelled my subscription. We both lost here. It is a shame that simple task cannot be done to undone blizzard fault.