I (along with people from my guild) was DC’d during a vision, returned to a “black” character screen and would not let me back in. I’m assuming you’re not going to refund me the 10k visions; but, I remain hopeful that you guys have changed your stance on the matter.
Nope nothing has chnaged it wont be refunded if you want a change post in general or use the ingame suggestion feature.
So the loot and the mementos I collected before I was kicked out, I won’t get what I earned even? Seems fair.
I’m afraid not, Comanche. Much like the Withered Army Training back in Legion, we can only tell that you disconnected, not what may have caused it. So overall, we’re unable to help with those situations.
It is unlikely to change for this expansion, but feedback around this matter should be provided to our Devs so that it may be considered for future content.
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So even if I submit a screenshot of the character selection screen and seeing multiple people were disconnect, there is an unwilling stance to side with the customer?
I’m pretty sure they have plenty of feedback on this subject and know how the community feels.
Screenshots can be doctored. Also, Blizzard only goes by their internal logs.
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They can see my whole guild dc’d and I’d venture so did others. Unless I could doctor and coordinate that? >.>
Yea, they can see that a d/c happened, but they don’t know why. It could be on your end, somewhere in the middle, or on Blizzard’s end. The bottom line is since the source of the d/c is unknown, they won’t do anything to compensate you for lost currency.
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The bottom line here is that nothing will be refunded, nothing will be granted. There is the unfortunate truth that any flexibility on the matter will only invite people to take advantage of it, no matter the legitimate cases. So the blanket ruling is unless their internal logs show something on their end that can be proven, nothing will be granted.
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No, I’m afraid not. Are there situations in which we may be able to logically verify that a group of people were disconnected? Yes, that is likely. However, each of those claims would have to be investigated as we’d need some evidence supporting events. It is not a quick process and would extend overall ticket response times exponentially. So, our policy is that we are unable to assist with any such situations.
I don’t disagree with you, but everyone should have the option to be heard and there is some value in adding more voices to that kind of feedback.
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Thank you for your honesty. It’s a cost vs benefit situation, not an unverifiable one. I was seeing the previous two responses who glossed over the point; but, your answer is what I wanted/expected to hear. I was just hopeful that the approach would be different to side with the customer. The stance that Blizzard is infallible, so the problem must be on the customers end is insulting.
The fact they don’t want to hire more people to handle a known issue was the more likely reasoning, when clearly the issue is verifiable.
Again, I sincerely appreciate the real answer. I may not like it; but, at least it’s not an excuse or diversion from reality.
Don’t forget this part:
We’re not talking about hiring a few more people. We’d need to hire LOT more people. I would expect multiple buildings of people, not to mention equipping those buildings.
This kind of change would set precedence for other requests which would, overall, remain difficult to verify.
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/shrug So the customer should suffer?
It depends on the kind of suffering you want. This isn’t a “one decision good, one decision bad” situation.
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It’s both. Some cases might be possible to verify, though extremely difficult. Others might not be.
Nobody said that, nor implied it. Nor did anyone “gloss over” anything. They were all accurate responses based on current policy. You, by your own admission, simply didn’t like the answers. But that doesn’t make them rude or wrong.
Generally speaking the issues of this nature are not, in fact, verifiable from logs. Therefore it really wouldn’t matter how many more people were hired, and all those people would need to be paid, resulting in prices of everything going up. Even in cases where it might be possible to verify, that process is long, and adding more people could just as easily slow it down (“too many cooks in the kitchen” as it were) as speed it up. And customers would be footing the bill.
Sometimes yes, the customer needs to accept that there are limitations to what a business can do.
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LOL… The rest of the diatribe I’m just going to let go. I don’t have the fortitude to continue to beat a dead horse.
You pay for the game and then pay for a live service. There is a problem within the game that is provable. If it isn’t fixed, then you must compensate for it. That is my opinion and that’s about the amount of effort I want to perpetuate the conversation.
Just gonna leave this here:
Limited Warranty. THE PLATFORM, ACCOUNTS, AND THE GAME(S) ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE,” BASIS FOR USE, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF CONDITION, UNINTERRUPTED OR ERROR-FREE USE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NONINFRINGEMENT, TITLE, AND THOSE ARISING FROM COURSE OF DEALING OR USAGE OF TRADE.
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Although the EULA is a good source, this would be a better reference for the policy on this specific issue:
Disconnected or Stuck when Feared in Horrific Vision - Blizzard Support
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More referring to the OP wanting refunds of something due to bugs and such.
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^ lol I have to back away from this conversation… …and yet.
Put this in any circumstance where you buy something in exchange for something else…
If I go to the AH and buy 100k worth of mats and the mats disappear into the ether of space… It shouldn’t matter how exhausting it is to fix the problem for the customer. It is not a valid reason to be like, the cost for us to investigate it is too great the issue.
If I bought 5000 Visions of a corruption, and that corruption didn’t show up in my bags, that would be a problem as well similar to the above.
The point the previous people made is that the problem is exclusive to the player, when in fact it wasn’t.
A. The game verifies I purchased a 10k token.
B. The game verifies I went into the vision -10k token.
C. The game sent me in game mail refunding me the visions I earned from killing the 2 wing bosses and the mentos from the chests. So it is verifiable I was IN the vision.
D. The game can’t verify “why” I disconnected; but, the game can verify that in that particular time frame a portion (however large) did see disconnected people. That is a server side issue, no different from the above 2 examples.
BTW, this isn’t a “rule” that they can’t, it’s just the policy. The policy is clearly curtailing time spent resolving issues from their GMs. I’ve been around for 15+ years, the erosion of customer service in game and on the phone have gradually been made obsolete. This isn’t because of “rules” this is because of $$$ net earning reports.