That being said we had cases where the reason wasn’t simply a delay and have already “repaired” a number of Accounts, which have now received their drops ingame.
With that part of the response in my ticket I am trying to figure out what “repairing” they would need to do as its been just shy of 72 hours for me and still no mount
Because as has been stated - this isn’t something they can do anything about. The ticket is marked as resolved because it essentially is as far as they’re concerned. It is out of the hands of GMs. As I typed several messages before, tickets can do nothing to resolve this issue because only GMs answer tickets and GMs cannot grant the mount. Leaving the ticket open would still not get the issue resolved. Think of it more as closing it out.
At the risk of sounding like I put my Karen pants on…this is a ‘technically the truth’ response. I know you’re trying to help us and provide clarity, so maybe we’re not asking the right questions?
Something is getting lost in translation here. Who is able to add licenses? Whether it’s Senior CSR Manager Larry Goodguy or Lord FranklyItsASkillIssue Ion H. himself, can you use your Blue Centaur magic to summon their powers and help make all us beautiful people happy?
We believe in you, Vrakthris the Valorous. Let’s do this!
(If you haven’t heard the Ion Weak Aura boy are you going to have a laugh tomorrow)
The information that comes to Blizzard from Twitch does this. None of the people you name can conjure this up.
I can hazard some more guesses on this. It comes down to data and logs. Always does.
SOMETHING is going wrong between Twitch sending the data, Blizzard getting it, and Blizzard’s system registering that a license should be added to qualifying accounts.
The people responsible are the ones handling the back end data movement and addition of licenses to accounts. I would guess that is the Battlenet Team, not any of the game teams (Ion) and most certainly not CS. They take customer tickets, not work on the guts of the account system and data.
Right this second there is nothing CS can do about it. From their point of view there is no License or data they can see allowing the system to grant the mount. They can’t get access to more than that and won’t have answers until someone handling all that data lets them know what is up.
Same for our Blue Centaur. He won’t know more until someone doing the data magic shares the results of any investigations, possible info on findings, possible resolutions, etc.
In all likelihood they will finish investigating and be able to push a batch function to detect and properly assign mount licenses.
At least I hope. The alternative might be fixing accounts individually which would take forever. If that does come to it, I hope they at least share the timeline.
I suppose a worst case scenario they could always offer the promotion again once they get the data issues resolved?
Watched 4 hours of Twitch, claimed the Twitch drop, never received it.
I “claimed” it from my Twitch inventory 3 days ago.
My Twitch is linked because I gifted two subs for that promo and did indeed get the pet.
You’re both being too technical when I’m sure Claymôre was just providing some much needed comedy relief for Vrakthris’ sake (It gave me a chuckle lol). Also, everyone already understands that there is complication between Twitch and Battle.net accounts. The real questions we want answered are:
Will we ever get the Feldrake mount? (and I don’t mean a year from now)
Can we trust in Blizzard to recognize this as an issue and will work to resolve it asap?
So far the second question feels false as we have not seen a blue post regarding it as an issue and instead are told to continue waiting. But how long will we have to wait? A week? Month? Year? Some have waited over a week and still don’t have the kite pet while others received it instantly. So you see, people will continue to stress over it until that second question is answered by a blue post and they feel heard.
One big problem with this part. Our Blues are SFAs. They are not GMs, Devs, QA, none of that. And none of those staff members come here to boot. They’re Support Forum Agents. They’re told what the Devs decide to pass along to them. This forum in particular is Customer Support - a forum for players to assist other players. It isn’t Customer Service. It is not an intermediary contact point with The Powers That Be. In fact, this is literally the only forum where data and feedback is not taken from. So in essence, all of these posts are being cycled and recycled through your fellow players. Vrak and Orlyia, they are here as moderators and as an info desk sort of capacity.
Just because there are a few dozen vocal people here posting about this issue? It does not mean it is a massively widespread issue that necessitates a fix. Perhaps in time, the CS team will be able to help those who met the metrics and still for some reason didn’t receive the rewards but for now the majority of people are receiving them without issue. Perhaps a bit of a wait at times, but they are receiving them.
Quick fix is after the event is over and people still didn’t get the mount (or whatever twitch item) just have a vendor sell it for 1 copper for about 1 week.
In the same boat here. have a screenshot to prove I claimed the fel drake on twitch, still have not received it in game. Have my Ichabod pet.
Tried the whole new account thing wouldn’t link it, my guess is because I’d only linked my initial twitch account like 4 days ago.
I believe it should at least let you relink your original account. If it does, just make sure to do that so it’ll be easier for them to hopefully investigate and see that you’ve already claimed it on the original at the very least.
Same here. Got Kite. Didn’t get mount.
They had better fix this
Have you tried any of the things listed throughout this thread? Unlinking and relinking your account? Submitting a ticket through Twitch to resend the information to Blizzard? It could even be a throttle in them being delivered, I know some people who didn’t get their kite until nearly a week later.
Twitch won’t resend. I got a ticket response today about it. Their answer was basically “make sure your accounts are linked” and “we see you’ve claimed”. Also “we’re not able to fully see account information to fully investigate on the other end (Blizz), and the game developer is responsible for drop delivery.”
If that is their be-all-end-all, then it is at an impasse. It still remains that people with this issue then needs to be flooding the Bug Report forum so that the Devs are fully aware of the breadth of the issue. Nothing at all can be done here on this forum save for informative posts being shared that are public record, unless something new is discovered and passed along to one of our SFAs to relay. By that point it’s usually already up on a Known Issues list or some other post.
After linking a new twitch account and watching 4 more hours I am happy to report I received the mount immediately no issues. Unfortunately its now to late to try doing this as the event ends in a couple hours.
Different kinds of promotions are redeemed in different ways. Being able to claim the kite and the Fel Drake should be easier than redeeming a code overall, which likely has a lot more things that can go wrong with it.
In either case, our teams are looking into reports of the pet and mount not showing up. I don’t have any updates other than that.
I’ve tried everything in the updated support article for it.
What is going to happen for the people who met the requirements to claim, claimed it, are in the correct regions to claim it, but it never shows up; even when we have our accounts connected and have other drops come through fine?
Thankyou for updating us and letting us know that the team is actually looking into it , appreciate it 
Post over in the Bug Report Forum so that the people who make such decisions can see the issue and see if they can verify it. Keep it to threads that are already open on the twitch drop issue though so it doesn’t spam the forum and makes it easier for those in power to see how widespread the issue is.