I did not receive all of the services included in the character boost for the Epic Outland edition, so I created a ticket. The GM decided to refund me which effectively locked my character out indefinitely. It states to purchase another boost in order to unlock it. I purchased both another Epic Edition boost and a regular boost, and none of them are working on my locked character. I am now down $210 and unable to play.
This is very frustrating, is there a live person I can speak to about fixing this fast instead of waiting 24-48 hours?
No there’s no livechat anymore. Your situation is not critical as you’re able to play the game on other toons or realms and as it concerns a payment issue (previous refund locked a toon) it has to be done through another way this time.
You’ll receive additional instructions as soon as a GM reviews your request should they decide to honor it.
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I don’t have other characters so it is critical. Anyone who actually plays the game at max level knows you don’t just level another toon for no reason.
This is an self-induced problem (You refunded the boost and caused it, not Blizzard)
And anyone who actually plays the game at max level also creates alts for reasons like these or dual professions or many many other reasons.
While you’re waiting for help, you can start levelling that alt.
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There is no way to circumvent the Support system, sorry. If purchasing the boost didn’t allow you to unlock the character you might try putting in a ticket under “purchase failure”.
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I’m just confused as to why CS would just make this decision without informing me that they would be locking my character out and causing me to go through this hassle?
That is how that works. A boost is one way, it cannot be undone, so when a refund is granted the character that the boost was used for becomes locked until another boost is applied. Sorry.
You asked for either a refund for the riding skill in gold, which we cannot do, or refund of the cash you paid. Being that is the only option that would have been available to our Support staff, they granted the refund.
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I did not ask for the character to be locked, if this was told to me ahead of time I would have looked for a different solution and avoided this situation. They should be more clear up front instead of telling me “that’s how it works” after the fact.
You are welcome to provide feedback to that end, and there should be a survey available once you close your ticket. However, for now, that is how refunds work when a purchase includes a used Character Boost.
When you requested a refund, the next step for our Support staff was simply to determine whether the request could be granted and, if so, to grant it.
You provided an either-or condition for that situation. Since the either option could not be granted, the only remaining option was or. I’m sorry for the frustration this may have caused.
The broader issue of riding not being granted with these boosts is currently being worked on, and we’re hoping that players who were boosted will receive everything that was originally intended to come with the boost.
9 Likes
I requested a solution to the problem and gave multiple options. I did not want to be locked out of my character that I am actively progressing, if this was told to me ahead of time I would not have agreed to it. I made a purchase, part of that purchase bugged, and I wanted a solution. I did not want to give up the character.
I feel that this was handled in a way that penalizes me as a purchaser and then blames me for the lack of communication. I have paid $210 so far on this issue and have been waiting for over 3 hours for a solution. I also work full time so my time off is limited.
They didn’t penalize you, you choose to refund a boost, this is what happens when you do that, so this is a situation that you created. When you run into bugs which will occur anytime you use software especially after a large launch, the best answer is to be patient and wait for it to get resolved. This is also not a new policy, this is how it’s always been.
As for locked character, did you actually apply the boost to it, or did you just purchase the boost? If you applied it to your character, then you would want to put a ticket in for purchase failure, then wait to hear back.
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They did penalize me. I did not choose a refund, I gave multiple solutions one of them including a refund. I was not aware that it would lock my character out if they chose to do so. They should have informed me of this before doing so and I would have asked for a different solution. I do not work for blizzard; if they decide to lock my character out they should inform me first. If this is “not a new policy,” then this is more reason to communicate to me before they performed the action since they are aware. That just makes me feel like I was intentionally locked out instead of it being a misunderstanding.
Yes you did, you gave them a list of options of which one was demanding your money back, thats a refund, and it was the only option available to them. So thats what you got.
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I didn’t demand my money back, why are you entering my forum post and spreading lies? I was very kind in listing my options to them thank you very much.
Demand might be a bit strong, but as I mentioned earlier, your ticket presented the request as an either-or. If the wording had been something like, “I’m hoping this can be fixed,” it would have given the representative more room to respond by explaining that the issue is known and being worked on, maybe recommending that you wait for the fix.
I understand the frustration, Kahji, and I’m not saying this was your fault, you couldn’t have known. My goal here is simply to explain how the request you submitted was interpreted and why, based on the language used, it was very likely that it would always be read that way.
At this point, I feel this is going to just feed into the already existing aggravation and as there really isn’t anything else that can be done except to wait for our Support staff to reach your tickets, I’m going to lock this. Hopefully Support can get to those soon. Again, I’m sorry for the frustration this has caused.
11 Likes