Blizzard not giving full refunds when upgrading from standard War Within to physical CE?

[Ilúvatar-area-52]

Never intended to bypass ticket queue. Other players likely will have this same issue and hopefully me bringing this up here will let others check into their transactions to make sure things were done correctly.

[Cazadori-stormrage]

@Kozzae-doomhammer

A Forum Agent might be able to shed some light on the situation.

@Cazadori-stormrage

Perhaps better suited here:

@Cazadori-stormrage

a CSA may be able to assist you.

@Cazadori-stormrage

If you have already submitted a ticket, that’s all you can do.

[Warthinator-earthfury]

@Ekon-wyrmrest-accord

Customer Service is solely accessed through tickets.

ahem Blizzard refers to their support team as Customer Support, not Customer Service, in every single support article and elsewhere (including their forum avatars, even though those aren’t actual GMs). This forum being named the same as the overall GM team is what leads to conundrums like this

[Mightymeat-andorhal]

I suspect not refunding the tax is intentional. I don’t think they view it as refunding you for the standard edition, you still made both purchases, they are reimbursing you for the cost you paid for the standard. They’re essentially giving you a credit not undoing the transaction.

[Kozzae-doomhammer (Kozzae)]

Which is why the Welcome sticky exists.

Welcome to the Customer Support Forum!

The Customer Support forum cultivates a beneficial relationship between our support departments and player community by providing a friendly environment where players can exchange information, access self-help resources, discuss in-game issues, and receive meaningful guidance through personal and fun interactions with Blizzard representatives. The representatives who staff this forum are dedicated to providing our players with the information and resources necessary to help ensure in-game exper…

@Vrakthris

As a reminder, the Customer Support forum is not an alternative contact point for In-Game, Technical or Account Support. To request assistance, please contact our customer support staff directly through our Support Site .

Additionally: While our Support Forum Agents try to reply to threads as they are able to, a response is not guaranteed.

[Warthinator-earthfury]

@Kozzae-doomhammer

Which is why the Welcome sticky exists.

People who are frustrated and read a forum titled “Customer Support” aren’t really going to spend time reading stickies. They want help and they want it now. A lot of confusion could be cleared up by renaming this forum appropriately.

[Nephe-caelestrasz (Nephe)]

@Warthinator-earthfury

They want help and they want it now

Yes, which is why the forum moderators, the MVP’s and forum regulars will happily point the player in the right direction for assistance.

Sadly, this is often met with resistance and arguing (or worse) by those seeking help - mostly due to the frustration over whatever they need help with (which we’ve all experienced one time or another).

[Zenjy-nesingwary]

People will be mad regardless of the name of the forum. Why? If they see some worker from a given place, they’re going to assume it with being CS. They can name it Bob’s Burgers and will assume anyone working there with customer support regardless of name.

I believe this’d be a subform to give feedback on the website for this. https://us.forums.blizzard.com/en/blizzard/c/support-site-feedback/20

[Vrakthris]

The confusion here is that this is not a “refund” exactly. We have a process in place that if you purchase the digital version of the War Within expansion prior to launch and then buy a Collector’s Edition version, we’ll provide the cost of that digital version to be provided in Battle.net Balance.

@Ilúvatar-area-52

Standard refund policy in the US is that the customer is refunded fully (including taxes).

Yes, but I don’t believe this is considered a refund as much as providing a credit for the early purchase of the expansion. As far as I can see, based on the information I have, this is how it functions. Sorry.

If you are looking for a refund of the original product, that would fall under different policies and I’m not sure if that original purchase qualifies.

@Nikolo-proudmoore

It seems they are unable to help with anything.

We help with a great many things, but we are not generally able to provide direct assistance. We mostly try to provide advice and direction. Such as with the above statement on how the Collector’s Edition digital replacement system functions.

I don’t believe it is productive to leave this one open so I’m going to close it up. Thanks, all. Good luck to you, Ilúvatar.