tldr; I’ve had technical/in-game issues with Blizz games resulting in lost items/progress/etc. that they “can’t” restore because they “don’t have the systems to investigate or replace lost items” or solve other in-game issues with issues out of the players control. What do you think of Blizzard Customer Support Services and their capacity to fix things?
I recently had a run-in with the Diablo 3 support team after being disconnected from the game while my first Primal Ancient piece was in Kanai’s to be augmented, and the item suddenly disappearing when I logged back in.
That was my technical issue, but the core of this is to highlight how Blizzard’s customer support (CS) capacity, and to what extent they’re willing to connect with their players and help them solve issues, has been stunted harshly in my experience. I’ve always sent thorough and respectable reports to CS reps and they always come back with a formulaic “we’re sorrrrryyyy” like the BP oil company. I really don’t know if I have niche issues that truly can’t be fixed, or they’re a company unwilling to develop their “systems” to further aid situations like this; new situations and problems that develop that are out of the players control, but result in a setback in their progress - wasted time and energy. The broad picture here is, does Blizzard’s development continue to inspire and develop new ways of helping, connecting, and reasoning with their player base? Do they listen to our woes and respond to them? We’ll see soon based on the blue post about how they’re working on the season affix in response to player’s woes.
Additional fun fact; the ticket I just submitted wasn’t read at all clearly because I explicitly stated it was a “Primal Ancient Rimeheart Sword” and their response
was “I hope you can still get a new puzzle ring at some point in the future and I wish you the best of luck with your treasure realm run once you get there!” like my guy did you not read what I explicitly stated what my problem was? Also didn’t acknowledge the ongoing technical issues I’d been having that I mentioned, so kinda 0/10 by my standards.
1 Like
There is no second by second logging in Diablo 3 the way there is in WoW. That is why they can’t restore items that might have dropped for you, but you got DCed/tech issues and were not able to get. They go strictly on their logs and those logs are based on an old system.
The Support article they have had since D3 came out covers that Blizzard Support - Diablo III Restorations
No, it is not ideal. No, it is not exactly customer friendly, but the only game they have restoration services for is WoW due to it being an MMO with a different logging system.
This is not ok though. They should have acknowledged your issue - lost item - then pointed you to the Support article telling you that they don’t have these sorts of services for D3. Naming the wrong item is an accident, but makes you feel ignored. Please be sure to use the survey you get when your ticket is closed to tell the Supervisors that the GM did not read your ticket well. The core response was right, but the detail was wrong and you did not feel heard.
It sounds like they did explain the game system does not support the logs that would allow restorations. To do so, would take a full rebuild of the game engine.
On the tech issue side, they can and will try to help you. They can’t replace your items, but they can try to help troubleshoot tech issues. You can post on the Tech Support forum about the specific Tech issues, or put in a ticket. Either way, they need system files and technical data to help troubleshoot. They can’t give you more items, but maybe they can help you stop the tech issues that are causing you problems.
3 Likes
Dude, they never restore dead HC characters when the servers crash (so it’s proven to be their fault), and asking for that?
Permanent Death
You have but one life, eager hero. If you should die, though your deeds will be remembered, you shall not return again.
Customer Service will not revive a fallen Hardcore hero for any reason. All of your hero’s items will be lost forever upon death.
The OP did not ask for a Hardcore char to be restored. They were worried about an item that was lost when they had a DC or tech issue.
Please read the first post carefully.
I’ve perfectly understood what’s the OP asking for.
Please read my post carefully.
I did. They are not talking about hardcore chars in the OP. They are talking about items.
i was answering to @salzwer, some how my quote didnt show up
Given that HC is mentioned nowhere in the OP I have no idea what made you think that I thought it was about HC but a parallelism: if they don’t restore stuff (aka characters) when it’s public and notorious for everyone that’s Blizz’s fault (aka Blizz’s system crash) and causes mass losses, they won’t do it for a single dude when also it’s unclear what happened.
1 - Bigger thing (a whole character, not a single item). 2 - Obvious company fault (server crash vs “no idea”). 3 - Massive affection (everyone playing HC in that moment except people in town vs 1 dude). 4 - Pretty much sure easier to solve (“select * from characters where death_time > x…” vs an item that perhaps is in a limbo or nowhere), …
So, as I said, if they don’t restore an HC char under those powerful circumstances, then it’s hard to think that they would restore items in much weaker ones.
1 - The HC system crash issue is something I’ve never read about or experienced, so how would I know their precedent? Then again you wouldn’t know I didn’t know that, but even then “…and asking for that?” is pretty offhand condescending for no reason, but that’s just my Opinion Piece about it.
2 - “That was my technical issue, but the core of this is to highlight how Blizzard’s customer support (CS) capacity, and to what extent they’re willing to connect with their players and help them solve issues, has been stunted harshly in my experience” highlights that I feel that they aren’t developing new systems and methods to mitigate error that isn’t the player’s fault; this was a notion I had before Cheetah explained that it would take an entire reconstruction of the game’s engine to implement
3 - I typed this while heated that I dropped 63 hours into the new season and it was undermined in less than 30 seconds
4 - "Sold, Destroyed, or Lost Items
The 12 most recently sold items can be recovered from any vendor through the Buyback Items tab. The Buyback Items tab is cleared when the character leaves the game. Sold itemsthat no longer appear on this tab are permanently lost." is as far as the item restoration support page reaches; it accounts purely for player mistake of selling and leaving a game and does not express that they are unable to restore a lost item due to technical issue.
5 - What’s up with the elitist attitude? :^)