PSA If you pay for a name change, there’s a chance that it won’t work- and you will get little support.
On October 17 I paid for a name change. The character name did not change, and created an error with the character. A little cogwheel showed up and I couldn’t log in.
I posted here (I cannot find the thread, it may be deleted) and was told to wait until server reset to see if it would just resolve itself. It did resolve the cogwheel issue, but the name still didn’t change.
I submitted a ticket and a week or so later got an update that it was being looked into. I responded asking for a refund.
Today I got an update saying the name change had gone through and I could log in. BUT THE NAME CHANGE HAD NOT GONE THROUGH. My request for a refund was not addressed.
To make matters worse, the customer support person, unilaterally marked the ticket as “ANSWERED.” This was before I even had a chance to respond.
I had to reopen a ticket again, and I’m assuming I’ll have to wait 25 more days for a response.
After being lied to by customer support and put back at the end of the line, I can only draw one conclusion. Support either doesn’t want to deal with the issue, or is hoping that I just drop it due to the frustrating and needlessly complicated and slow support system.
So if you are contemplating a name change, be aware that you’re doing it at your own risk. It may just not work and you have NO guarantee that Blizzard will even look at your help request in good faith.
If you have experienced something similar please post tips/experiences here! If you are part of the hall monitor secret club - please go run interference somewhere else.
The trick to dealing with a GM who says the issue is resolved when it isn’t is to submit another ticket. It’s annoying and wastes your time and obviously frustrating but there’s really no other option available to you. Just keep submitting tickets until you get to GM that actually does their job.
Of course, this assumes the issue is one that a GM should actually be able to assist with (which this is).
I believe this is true and people should be aware that it will take FOREVER to even get attention. The general advice that the regulars give is to not submit additional tickets, but what else is there?
If the former ticket is closed and can’t be reopened within the same one, yes a player needs to submit a new one. The key with that is to reference the previous ticket number so the new GM has the history.
The advice is that if a ticket is already open, leave it open. Do not make duplicates. It won’t make things go faster. If a reply is not correct, attempt to re-open the ticket. If a person can’t re-open it, make a new one and reference the previous ticket number. Also fill out the survey that goes to the supervisors.
Spamming the ticket system is what people advise against.
There is a bug that affects name changes. It is currently being worked on. There is no ETA on a fix. It has been known in some cases to resolve after server maintenance. GMs are not able to help because it’s a bug.
It’s not likely a lie. This was most likely because on their end the name-change went through correctly. The issue is getting the name change to work properly in-game. The name change issue is a bug and GMs are not able to help until QA and the Devs resolve the bug.
Don’t. Blizzard does not take bug reports in the Customer Support forum. QA takes bug reports from from the Bug Report forum or from in-game. Those are better places to post about your name-change issue.
You do not get to dictate who posts in any thread. Any account in good standing is permitted to reply.
I’m removing most of the discussion that took place here since it hasn’t really been constructive.
Ruffle is correct that there was a bug. Your ticket was held until the bug was corrected, and you were sent a response letting you know the name change should have gone through because the bug had been fixed.
Based on your follow-up response it seems that you may be experiencing something new. Please leave your ticket open so that the Game Masters can investigate what you’re experiencing.
I will leave my ticket open. It isn’t new though. I hope I have a chance to explain that before the ticket is closed marked answered.
I’m begging you to do something about the posters here that have to complicate all of these posts and pretend to be the sheriff. There was NO reason for them to hide my post. It only makes things worse. It’s sad that an MVP can totally ruin a thread and still be an MVP. You have to understand that these forum regulars often fan the flames and create issues where there are none. They are making it difficult for you.
Every time a ticket receives a response, it is marked “Answered” because it has been. This doesn’t mean that the case is closed though. That’s why you were able to reply and follow-up.
If you’d like to include additional information in your ticket you can edit/update it now, or at any time before it is answered again. You should be able to do that here:
One thing I’d recommend adding is which character you’re having this problem with. It wasn’t included in your original ticket, and I don’t see it in your reply. The Game Masters can dig into your orders/services and find it but putting it up in the ticket itself will save some time for them
No one on the forums can prevent your post from being seen by the staff. They are not making our job difficult, they really have no impact on what we are capable of doing/seeing. If you are not finding their responses helpful, I would recommend ignoring them. They have not violated any rules by replying and offering accurate advice.
I removed much of the back and forth arguing here for the sake of clarity should anyone come looking for information about a similar issue in the future.
I will remind everyone though, no one seeks Customer Support because they’re having a great day. It’s almost always because they’ve encountered a problem, they are upset or frustrated, and they just want some direction/information. Lets remember to show some empathy, assume positive intent, and try to help.
If it doesn’t seem like that help is being well received, consider removing yourself from the interaction. You’ve done your part, and that’s all we ask
