There are a few things I had raised to support, but they said to post here when it comes to feedback. They did resolve the key issues I was having very quickly, which is lovely, but I still would like to provide the following feedback, as it took ages to raise the ticket and it was hell (forgive the double colons, these links are relevant and important and point to exactly where the issues are within battle.net):
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I can’t update my phone number without my old phone number. This only makes sense if the phone number is used for 2FA, which was not the case on my account. Also, you can just delete a phone number and a new one, which gets around this “security measure”, so there’s no point doing the security verification of the old number.
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I can’t change my country, but I can update my legal name. This already is confusing as https:://account.battle.net/details explicitly states to contact support to update your name too, so something is wrong there. It does sound a little stupid that I can update my name, but not country, though perhaps we’re introducing regulation-related issue that need to be taken into account (having said that, many platforms allow a more simple change of country). Over 200 million people immigrate each year and very few people actively change their name. Even if we assume that half of people getting married change there name that’s around 1 million a year in the US (scaling up to the world’s population linearly, that’s around 20 million people).
Blizzard redirects in a way that makes no sense for the assistance related to updating the country. The page mentioned above states to contact support to update the country. This then directs to https:://us.battle.net/support/en/article/7656, which states you can do this by going to the “country change self-service” tool, which directs to https:://us.battle.net/support/en/help/product/services/316/638/solution, which just repeats to the same thing and in no place shows what or where this tool is. This is broken and needs fixing.
Additionally, regarding countries, it’s not possible to update my phone number until the country is updated, since you lock phone numbers to countries, though I completely understand. -
Opting in by default into effectively sharing legal names is questionable. I (nor my partner) was not aware of this, and while I completely understand it was some of kind of update that I’m sure was communicated out, I don’t think people expect or appreciate their real names being shared in such a manner.
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I am an adult and haven’t lived at home in years and just realised my account is under parental control. I’m sure normally a child would have some idea of who their parental email is, but I honestly had no idea who this would be. It would be useful to at least what some characters from the parent email shown (ie. ags***@g*********), so if you don’t know you can at least figure it out.
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I’m not normally one to type in caps, but this is terrible. WHY DO YOU HAVE IDENTIFY VERIFICATIOIN ON SUBMITTING A TICKET? I completely understand the use-case, but would understand more if I wasn’t already signed in, and you couldn’t just 2FA me (email, phone, whatever). Again, I do completely understand that the problem may be that these are not options in some cases, but then you can offer alternatives, rather than giving stupid questions. For example, I was asked 3 questions that didn’t apply to me, like “Enter the product key of a physical game tied to your account”, “Enter the creation date of any linked WoW accounts” and “Phone number associated with the account” (I’d already removed my number, with the intent to update it, but couldn’t for the previous provided reasons). I do not have any physical games tied to the account, I have never played WoW and didn’t have a phone number at the time. Luckily, there were eventually some questions I could answer, like an old phone number. Stop asking questions that do not have an answer if there is a limited number of skippable questions. It feels from a customer perspective as though you purposely make it more difficult, the less we use the platform.