Poor customer service when already poor game quality

Community General Discussion
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It all started with myself being confused about where my gold had disappeared to, even thinking I had been hacked. But howeve some tuesday morning while I was drinking cofee, I may have purchased the mount from the Rustbolt Resistance quartermaster, without noticing the price was 6 digits, and not 5.

After contacting the blizzard we figure out I wasnt hacked, and the mistake was selfmade. I have always recieved great customer service from the Blizzard GMs, to even solve bigger issues than the one I will list below.

The thread went as followed:

I need to first figure out if wether or not I have been hacked. I believe to have had 700+k gold, now I only have 300+k gold. Where did the 400+k gold go? Is there any way you guys can trach such transaction? I dont believe I have spend this much gold without noticing it.

Gm Reply>

Heya [Snip],

Thanks for taking the time to get in touch with us and I’m sorry that I wasn’t able to get back to you any sooner. I hope that I made the wait worth it for you.

I’d be concerned regarding this too but don’t worry your account hasn’t been compromised. Rather in the early hours of Tuesday (probably before your coffee) you went and purchased the Rustbolt Resistory mount. This isn’t exactly cheap and this is where your gold went:
_https://www.wowhead.com/item=168829/rustbolt-resistor_

Thanks once again for giving me a nudge, really hope that I was able to provide you with some clear information that addressed your issue fully. Once more, I apologize for the wait, so thank you for your patience. Have a wonderful day and take care of yourself

All the best, o7

[Snip]
Blizzard Entertainment Europe

I thought to my self, well great. I wasnt hacked, however I am still stuck with the same problem of having spent gold, that I fully regret, into a mount that I never use. Therefor I contact them again, in hope that the great customer service I remember Blizzard to have, will solve it:

Hey [Snip]

THanks so much for resolving it. My eyes must have been closed when I did that. However I do remember buying everything possible with the quartermaster once exalted, but I truely regret buying that mount. Is there any chance I can delete that mount from my collection and get my gold refunded? It would mean a great deal to me, since I dont have much time to play this game and accumulate such amount of gold.

Thank you in regards

GM Reply>

_Hey [Snip], _

Generally with this, we would try to make exceptions where we can for learning mounts but to be able to assist, we would need it to be reported within 2 hours at very most from learning it.

From what I can see, the mount itself was purchased 2 days prior to your inital ticket meaning it would be far too old to be able to assist with now I am afraid.

I know this is not the news that you were wanting to hear but hopefully you can still get some use out of it.

Farewell then and hopefully you can still have a nice day!

Due to how easily they discard the issue, and probably also because they have too much workload on their hands, I press on because I wont let the problem be left unsolved this way:

Hey [Snip],

I understand that blizzard have this system about when or when not to revert a mistake, however if you check the logs, it may have been over 2 hours from moments purchase, but I wasnt really myself when I bought it. I hadn’t looked at the price as a 6 digit number, but rather a 5 digit number.

In addition, you can check how many times i have mounted up on that mount, to ‘show it off’ to friends and what not, you will see the amounts will be 0. As stated in the first ticket, I wasnt even aware that I had bought an amount this expensive, let alone even using it.

With every ticket I have submitted, I have always been satisfied with the solution of the GMs, even if it didnt go my way, I saw the response to be fair. In this case however, I dont find any fairness, given the fact that in a sense, the mount wasnt even being used. There is no malicious intent on my behalf, of getting it reverted.

I stated earlyer aswell, that I barely have the time to accumulate such amount of gold again.

Please be fair.
Thank you in regards.

GM Replys

Greetings, [Snip]!

Thank you for your patience! Sorry about the wait, our office equipment is goblin made so explosions do happen!

I’ve doublechecked this for you and found that you indeed bought this mount in the early morning on the 19th. Besides that, this being a gold purchase and a mount that’s already learned would make it really hard to refund anyway. So just be very careful when buying things like this!

Regards,

GM [Snip],
The one with the slightly singed hair,
Blizzard Europe

At this point, cracking a joke is not what I am looking for, and I fully admit the mistake I have made, and surely have learned from it, but it still doesnt change the fact that they have the power to fix this, along the 10000 of bugs that have been in the game since the release of BfA.

I try once again, to see a fair and fit outcome of this:

Hi [Snip],

I am not quite sure if you read the last ticket that I wrote? The other GMs and I are confirmed about the fact that I did buy this mount. However I have bought the mount by mistake. I have not noticed the price with 6 digits long, instead of 5 digits. As you said it was in the early morning.

I understand the revert is a tough task for you guys to solve, but I am literally begging you guys to help me out with this. I have no power to revert it, but every fiber in my body wants it reverted. I am not a mount guy, and robotic mounts are my least favorite even. I just went silly and bought everything possible with the Rustbold Quartermaster after reaching exalted.

I have been a really long customer of blizzard entertainment, and partially due to the good customer service. However I dont see this as the correct customer service.

I am admitting the mistake is being on my behalf, yes I should had double checked the price. But I have been so distracted when I bought it, that I even thought my account was hacked, and not remembering where my gold had gone. That says something in its own.

I understand you guys are trying to decline me as politely as possible, and as I stated in earlyer tickets, I have before accepted a GM verdict that wasnt perhaps in my favor, but one that I sought to be fair. This one however, does not seem fair to me.

Please review this once again. The entire thread.
As I stated I would be really grateful if you actually helped me out in this matter. I havent used the mount once!

Thank you in regards.

GM Replys

_Hiya [Snip]

My Name is [Snip] :slight_smile:

_Apologies for the wait but we have a rather large queue currently and we are doing our best to get to everyone as quickly as possible. _

Per your request I have reviewed this case for you again and sadly while i fully appreciate your situation this still cannot be reverted. I do understand that this is something that you feel very strongly about, so the best thing you can do is voice your opinion on our forums https://eu.forums.blizzard.com/en/wow/c/community/general If enough players that share the same opinion have their voices heard, that’s the best way to get things changed!

I wish you all the best and hope you have an awesome day :slight_smile:

So here I am, voicing my dissatisfaction to the forums, hoping not only that I have multiple customers of the WoW Community’s ears, but also the Blizzard employers, who could have solved an issue there and then, rather than having it go this far.

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I think they’ve really done a great job replying in detail to this small issue. You should’ve just been more careful. And yeah, it’s been two full days. Just because you want something doesn’t mean it’s unfair. Just be careful about spending money, and actually check your gold amount after buying something.

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Hey NathĂĄnn,

Thank you for putting your time into replying to this thread. As I stated, the mistake was fully mine, I admit that. Lesson has been learned, i said that. However getting a revert on a mount that I havent used at all; doesnt that seem to be a fair thing to ask for?

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In my view, I think the rule of putting up a ticket in 2 hours after the purchase, or atleast that same session is fair. But 2 days is just quite long, and then they’d have to revert so many misbuys from people if they’d revert it after 2 days. It’s a shame it went wrong, but I think of everything you can say about Blizzard is that they have STELLAR web service. Compare it to any other MMO company, or even gaming company.

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Thats the thing, I have always had great experience with Blizzards customer service. The issue is, it took me more than two days to notice that I had lost all of this gold. I was so unaware about it, that my initial approach was, that I thought my account had been compromised. Its a human mistake, its not just about regretting a purchase.

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I don’t really see how this is poor customer service, they were polite, confirmed you hadn’t had your account compromised and figured out where your gold had gone rather efficiently. Every ticket you sent was answered in a friendly manner even though they couldn’t give you what you ultimately wanted. That doesn’t equate to poor customer service.

However, you made a mistake and fully accept that but want blizzard to take responsibility and rectify it so the issue here isn’t poor customer service but whether blizzard should relax their rules/time frames to rectify player mistakes like this and I reckon that they should but only to a maximum of 24 hours which still wouldn’t help in your situation as you sent your original ticket at 48 hours.

That is just my opinion though, others may think 2 hours is fine or that up to 72 hours would be fairer. It is a difficult one to agree on I think. I do understand your frustration though.

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Hello there [Snip],

Even tough, it was your mystake, I think Blizzard’s job is to keep costumers happy, and for that reason only, they should revert this situation in your behalf (because this won’t affect anyone else).
Unhappy customers take their money elsewhere, and as far as i could understand nothing bad will come from fixing your problem.
I hope GMs really look into this and give your gold back while removing the mount from your inventory.
Shami

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there has to be rules and you fell foul of them. You logged in early morning and did something stupid. The CS did what they could, investigated it more than once and obeyed the rules of the game that you agreed to abide by.

This is a case of tough luck.
Maybe don’t log on when youre drunk or under the influence of something or sleep deprived. Your fault, and its about time you took responsibility for your own actions … There is no benefit to whinge about it, you did it, you suck it up.

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This tbh, i dont think its a Case of Customer Sevice, these GMs cant do anything the rules wont let em do, so it isnt as if they as a person dont wanna help you or are Unreasonable… sadly its the case in a lot of situations.

its the Rules which are telling them they arent allowed to perform this kinda thing for the player and imho its the rules we Need to be Saying need changing… this is a Rare case where Someone takes 2 days to reliese a 400k Gold Loss. but they do happen and maybe rules do need to be relaxed for these situations…

i think the main reason its within 2 hours Personally though is ebcause if u were to extend it how far should you really extend it.

Some could say 72hours… Others could say a Week… another could Say a year, its really hard to build Rules around these subjects in a Way that wont affect anyone without seeing the day someones asking for something thats happened 5 years ago :stuck_out_tongue:

i dont think theres a Need for such a Volatile response though, We’re all Sleep Deprived at times… and We all make human errors without really reliesing it… just happens this ones costed him 400k Gold.

this isnt him Denying Responsibility… this is him wanting a Longer period of time to report such mistakes being made. He hasnt blamed blizzard or anyone else for his actions.

Looking for a Fix isnt Denying responsibility. He wants a Mistake He made reverted and even blizzard themselves recommended him to do this.

although i will Say.

the Title of this Forum post is taunting xD, i’d recommend changing that, because it makes this Thread sound 100x More Aggressive then it really is and Will give people the wrong picture.

not only insulting the game itself… but the employees… will generate some hate Responses and maybe get it locked…

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TLDR

“Dear Blizzard I expect you to take full responsibility for my own carelessness and not paying attention to things”.

Also, disclosing details of communications with GM’s is against the forum rules.

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Hey Konchu,

Thank you for your detailed reply. The title was not ment to incite agression into people. I was trying to appeal to the dissatisfaction that has been looming for a while now,

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But anyone can exploit the system at that point. You could be lying about how you made “a human mistake”. At what point do you draw a line in customer service? Try to be reasonable and see it from their perspective. Blizzard deals with so many people lying to them in hopes of benefiting from them in places where they aren’t in the right.

When I was 14 I tried to trick a GM, I can’t remember the details, but it was gear related. The GM saw through this right away because he had access to information that clarified it. Do you know how often they get this kind of crap? Probably every shift they work.

I understand your frustration and I see where you are coming from. Not saying I don’t believe you, but again try to understand how much leeway you’d provide scammers with if they were to concede to your unusual request.

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Hey Sorcerer,

I see your post, but there must be some kind of log showing how often I actually used the mount to ‘show it off’ to friends and what not. I havent used it at all. I even forgot the fact that I purchased it

I dont see what gains there are for me, other than the fact that I get my own gold back.

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You made a mistake. They did what they could, which was explain where you went wrong. Move on - it’s all just pixels anyway.

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Its actually time and effort when you come to think of it. But hey, thanks for throwing a comment.

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i would have recommend a Post on the topic of Extending the Process before these things can be reverted or changing the rules reguarding player mistakes. which would likely… do remember, although Yes the employees do likely have the power to revert these things, they have to retain to rules… its not always what u as a Person want to do but breaking them resorts in Negative effects on their careers.

Its not in the Employees power to decide when they can and cant Revert things / Roll things back. a big reason the timelock is so small is they generally deal with these things via Character Roll backs, which would also lose any progression u had made After buying the mount which leads to potiental problems.

For example…

If u had done a Heroic Raid the day after purchasing the Mount… the character roll back would also remove all the items u had obtained during that raid, which leads to another Ticket being created for those lost items.

i understand the frustration… 400,000 isnt a Small amount of gold to lose, espically unintentionally. I remmeber a time my mum got caught up in a Gold scam… She purchased Something which would be sold for like 2,000 Gold…

but the seller had actually listed it for 200,000 Gold and she just didnt notice this and bought it… which Lost her All the gold. Shes made it back now… but she’d of likely seen a Similar response if she tried to get her gold back.

Its Player mistake yes, and we all do them… sadly some cost us more then others. but they cant break the rules for the sake of rectifying them.

Maybe try reposting a topic on Uplifting the Rule in place, it’d likely attract a More friendly Discussion on the Topic. Rather then derail into a Anger towards each other.

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Konchu, you are a good man, and you have managed to do what the GM’s could not. Thank you for relieving me of my frustrations.

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But that’s irrelevant I’m afraid. Your regret doesn’t earn you a refund right beyond those two initial hours. It’s for reasons I clarified in my first reply to you.
It is what it is. But yes I agree with you, Konchu’s suggestions are solid and the right approach, ultimately.

It reminds me of how the undelete function used to be 30 days, but it got changed to 15.

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I don’t really understand how you received poor customer service.

They couldn’t correct your error. You are the one who made the mistake. We all make them from time to time. We are only human.

There are rules and they have to stick by those rules, as do you.

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Sorry to hear that you had a bad experience. Not sure it’s bad customer service however. Hopefully they will change the refund time in future :smile:

The game isn’t bad quality however, at least in my opinion - it’s well polished, fun and worthy of investing free time in. If you’re not happy with it, fair enough, I can see what not getting a refund must be frustrating, but I don’t see the relationship to game quality?

All the best with it, however!

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