Hello,
I have an opened request for a few days and support asking me to upload some files. When I try to upload files nothing happens - I don’t see any progress in browser console that data being sent (only few bytes), which I noted in the ticket. The support keeps closing my ticket with replies like “Once you will provide files, we’ll be able to assist you”.
Then I’ve tried to upload files to my google drive and provided with the links, replied “We cannot accept files from third party sites.”
After that, I’ve tried to upload files from my work PC (I’m a software engineer that works remotely) and ticket was closed with"Using VPN against TOS, you can open another ticket in 30 days". I don’t see anything in TOS regarding using a work/home PC to answer the support tickets - correct me if I’m wrong?
I am Blizzard customer for more than 10 years and my requests never been that difficult to process. Is there a way I can file a formal complaint regarding this matter?
Thank you and best regards.
Are they in the correct format they request?
VPNs are against the rules for playing Warcraft.
Files are absolutely within the limits - it is 2 files 1.7mb and 2.5mb, form says limit is up to 4 files 15 mb (each?). I’ve tried attaching them both or one by one. Tried attaching them from my mac, gaming pc and linux machine, different machines and network providers.
I don’t use VPN of any kind for gaming - doesn’t even have it installed, knowing how much data blizzard agent collects denying that would be ridiculous.
I meant if they are pictures, are they Tiff, Jpg, Bmp, etc?
Acceptable file formats are BMP, GIF, JPG, LOG, PCX, PDF, PNG, REP, SPX, TGA, TXT, SC2REPLAY and STORMREPLAY. You can attach up to 4 files, each no larger than 15MB. If you’re attaching a picture of any documentation with your personal information on it, follow the instructions in our support article.
Oh yes, it is JPG files. But I can make them into pdf or archive them or whatever, which would be convenient to be asked by support - and it wasn’t by any of 3 GMs, they were just closing my ticket.
Last time I made a complaint it took about 4-5 tickets to actually get to the person who should deal with a complaint, I had to actually say on the ticket “please forward to a manager” more than once.
Personally I would make tickets until they stop you making them, it’s not recommended but it seems to be the only way to get to someone in authority lately.
Edit: I forgot, use the “Not Listed Here” option to send it.
Thank you for sharing your experience. Already asked for escalation in the ticket, but seems posts here getting noticed by the staff almost for sure .
I’d be really glad just to pay and keep playing instead of dealing with the upload issues, especially during the Christmas holidays.
The thing about the staff here on the forums is that they are usually very helpful but they are not the ones who deal with tickets. It’s a different team.
Oh yes for sure, but making things public often helps.
Plus, my issue is regarding the payment, helping me to resolve it will generate money income from which stuff are getting paid. If its not a priority, I don’t know what else is.
If there is an issue with their system for submitting files it will affect a lot of players and the number of complaints will surely prompt them to fix it in a few days and the best answer is likely to be to wait it out.
If that is not the case then the truth is you will need to find a solution to the issue that’s stopping you uploading them as Blizzard do need to see them to help with your issue. They will not accept alternatives as that will place the entire playerbase at risk from social engineering attacks.
Sad is as it is for those affected Blizz are willing to lose a small number of players to ensure the majority can continue to play safely.
My advice is to disable all addons (if any) on your browser along with any third party ad blockers and anything else that may meddle with your browser. Try alternative browsers if all else fails. If you use a work computer it’s highly likely that your employer is the one that’s blocking them - the only viable solution is to your your own computer/connection. Blizzard cannot and will not help with any issues arising from using a company network.
Thank you, I’ve already tried all that (changing browsers and even machines), and the support team have not suggested alternative ways but also refused to accept my initiatives. I understand it might be against policy but closing my ticket literally ignoring the request is not what I expected.
What I’m trying to achieve now is to make senior staff members or management to notice this and help me to resolve my problem in any possible way, so I could continue playing the game. I don’t understand why GM never suggested alternatives, like email. I can even fax the papers, why I’m getting closing notifications instead?
There’s no email anymore for years and I believe fax is only used for legal correspondence.
That said, if you’re speaking the truth you should’ve been able to submit the files correctly since they appear to be under the right extension as well as size. Perhaps you should try converting them to a different extension type as you’ve proposed like PDF and try again if possible.
Hello Касвал,
From what I can see, you have sent and we have received documents in at least 3 different tickets so far. We will not be able to discuss the underlying issue on these forums since this would involve your personal information, however I would refer you to fully read the different responses that you have received to your tickets if there’s any confusion as to what’s going on.
As for the topic of the VPN, you seem to have omitted some of the information that my colleagues have provided in their responses, which is relevant to your initial request, and to the conversation that you’ve had with them so far.
I will be closing this thread now as there isn’t much to discuss on this case publicly.
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