To answer some of the questions asked, I’ll start with the first. If you wish to contact a Game Master (who are not realm specific), you’d need to submit a ticket. Keep in mind that they are not part of the hacks team, nor would they be able to do more than you already have by emailing Hacks@blizzard.com with the information you already have.
I’m not certain if that is accurate, but I don’t know what it is directly referencing. The majority of the logs that our Support staff has access to last a minimum of a month. There are situations in which information is purged fairly quickly, such as newly created characters that have never been logged into. Deleting those will purge them from the database fairly quickly.
If you’ve emailed the hacks team as you claim, then you have already done so. Our Support Staff nor Support Forum Agents would be able to do much else.
It doesn’t really work like that, we don’t have varying levels of… well if a GM can’t do that, ask for a supervisor, if they cannot, ask for theirs, etc… Our Game Masters work closely with their management, and anything they are able to do is still based on the policies and procedures that govern our department. Any “special permission” that they would need, they’d be able to get then. We would not be able to escalate the case to be given special priority.
It is important to understand that as it is, we don’t know what the current status of your report is. It is entirely possible that your information was already reviewed and if valid, an investigation may have been opened up to look into the means and methods that are being used. That is part of the process when it comes to these investigations. The Hacks team looks into how they are doing what they are doing and works on methods to break, block or detect it so that anyone using it can be dealt with. That often takes time, which can make it seem like nothing is being done.
That will unlikely ever not be frustrating, but we do appreciate the efforts that are made to make sure that these matters are reported and addressed.