Customer Service agents answer tickets, mostly billing and account access tickets. There is a very limited number of things they do for in-game issues, and those are only for WoW. The other games don’t have that. There is no WoW specific team handling CS tickets.
Edit - to add some context it seems you already talked about this in the proper thread on the issue.
It appears that the most common reason for issues the transfer is that Parental Controls were somehow set up and they need to remove them. That requires proving you are the account holder and your DoB.
That’s all well and good, however, I never asked specifically for parental controls to be removed. I opened the ticket b/c the shop button is missing. If they, or Devs, want to remove parental controls to fix it as a root issue, then fine. I was already asked for my DOB and I provided it. I don’t appreciate a new agent rewording the issue and asking the same question all over again when they should have paid attention to the previous ask and response. It’s needlessly drawing my issue out.
silly question how did you answer it? in a ticket or by replying to the email? if it was the email that is why they asked again as the email is a no reply address, you have to reply in a ticket referencing the original ticket.
Just to ask; what did you said in your replies? Just want to touch base as I feel like there’s a misunderstanding. You can give the general points, we don’t need a lot of details.
The shop button being missing is the result of parental controls being active, which is why they are telling you to remove the parental controls (or confirming so they can do it themselves).
Parental controls are explained here: http s://us.support.blizzard.com/en/article/32243
Providing your DOB does nothing except prove that you are an adult who can make the decision about parental controls. Since removing the parental controls is how to solve your issue, and as you said, you never specifically asked for them to do so, they need your permission to do so.
Proving you’re a legal adult does not automatically remove parental controls, because adults do use those to control how much they play (or in this case, spend on) the game.
No, it’s like GM’s have specific policies and procedures they need to follow. If you never specifically asked to remove the controls, then they aren’t going to make the decision to do so without your approval.
You asked about the shop button being missing, and it’s a result of parental controls. Asking you for permission to remove them seems to be the correct way to solve your issue.
I don’t know what you’re trying to cover for by calling me out on different posts. I opened a ticket b/c the shop button was missing. I was then asked to provide a DOB so they can more effectively help me.
“This will allow us to provide you with the full range of support and help you more efficiently.”
I then replied with my DOB.
Next post is a game master saying they understand I want to remove parental controls. I never once asked for that. If that is a root cause issue then fine, I don’t mind them being removed as I don’t need parental controls on my account.
“I understand that you would like to remove the parental controls on the account. Don’t Worry, I will check it out for you. We are sorry to hear that you are unable to use the shop due to the parental controls.”
Don’t start that crap with someone trying to help you.
Correct. Good work. This establishes you as the registered account user, and more importantly, an adult who has the ability to make that decision. If your DOB would’ve shown you to be a minor (even 16 or 17), then they would’ve needed your parents permission to remove them.
You seem to have a tough time understanding, so I’ll spell it out again.
The shop button is missing because you have parental controls active on your account, as the Support Article I linked shows you.
If you want the shop button to be active, you’ll need to remove the parental controls.
Perhaps they incorrectly assumed you want the shop button active, but I don’t see why you would open a ticket if you didn’t. The way to solve this is to remove parental controls, which is why they moved onto the next step of troubleshooting your issue.
They even told you in the response. You seem to want to complain and complain some more, but this is basic troubleshooting. They’ve identified why it’s happening, and they are guiding you down the path to getting it solved.
If you don’t want the shop button and want to keep the controls active, great. No response needed, and you are good to go with the answer confirmed.
If you want the shop button, then parental controls need to be removed, and they need your explicit permission to do so.
I made sure all parental controls were off, renamed Interface, Cache and WTF folder to old so new ones could be made and addons weren’t an issue. Nothing worked so I opened a ticket the shop button was still missing.
The first post was them asking my DOB so they could more effectively help me so I replied with it.
The second post was them saying they understand I want to remove parental controls, which I never asked for. Then asked for my DOB again. It’s just straight up not paying attention.
It actually just sounds like human error. Yes, people responding can make mistakes. It happens and when your ticket is resolved, that’s the time to provide feedback.
I know you’ve tried a bunch of trouble shooting already, so here’s hoping the ticket option helps.
Sounds like they have a template and because of the nature of parental controls the DOB question is included in it. Not sure why you can’t just answer the question, there really is no need to call people stupid and act like this is some huge personal assault. It’s a video game dude, you will live.
Yes, and then they asked a second time because they either made a mistake, or it was part of the template answer regarding parental controls. You are acting like this is some huge deal, and feel like it gives you the right to call the Devs idiots (which is funny since the Devs don’t answer tickets and means that you seem to make mistakes too).
It just seems like you made this thread cause you want to stir up trouble. You are being assisted just let them assist you and stop harping on a minor error like asking for a DOB twice.
So classic is having to transfer to new servers b/c Blizz is merging (linking) them to larger servers. To do this we have to submit character transfers using the Shop button from the character select screen. This is normally in the bottom left hand area with a Shop button. Everyone I’ve spoken to has one and said this is how they are doing their requests. Unfortunately, mine simply is not there.
That said, I can access the shop from the battle.net launcher. I can buy stuff and whatnot there. But to do this server transfer we have to use that shop button. I’m sure they will figure out why it’s missing, it just frustrating b/c of the limited time we have to get to the new server as guildies are already moving their toons over. I did attempt a character transfer via the online shop but it’s charging me and this is supposed to be a free one b/c Blizz is merging classic servers. We were all told to use the shop button from the character select screen in order for it to be done correctly.