Question regarding cofusion about digital edition refund policy

[Tiapriestess-whisperwind (Tiapriestess)]

Yeah…I’ll attempt it after I calm down. Apparently they changed the support ticket system so that as you’re entering text, it autosaves, but you have less than a second to continue typing before it erases any spaces you may have entered and while you’re gathering your thoughts it undoes the space again. And again. And again. Whoever came up with this god awful “thanks for the info, you’re done typing now” system needs to fix that crap. I’m not done typing until I click Continue. It’s a truly maddening annoyance when you’re trying to type info or gather a URL to paste in or…anything.

I know I won’t get an answer from any of the CS staff here until Monday, and likely the same with the ticket. Hopefully the answer gets here first so others can see it and it shows up in Google’s searches.

I’m really, really intensely unhappy right now trying to fight that ticket text entry “system” they have in place…

Edit: Looks like this is apparently royally confusing for the GMs as well. The first GM sent this as a response to my query regarding the refund policy:

Hi there, .

Game Master Jestefrell here, and I’m just sending this mail as a follow-up response to the ticket you opened regarding Shadowlands upgrades.

The process of replacing a Shadowlands purchase when you add a Collectors’ Edition only, I am afraid.

The Complete Collection is a bundle that includes game time as well as BFA and Shadowlands for one price. It is not three discrete items with their own price where one can be credited back to you as balance.

I am very sorry for any disappointment caused.

But I will have your feedback about our site passed on to our Web Deveopment Team.

If you need assistance with any other issue, please don’t hesitate to let us know.

Otherwise, enjoy the rest of your day and have a great week.

GM Jestefrell
Game Master Team
Blizzard Entertainment

That provided zero answer, and it appeared as if the first GM didn’t know or understand that the Complete edition has the same three variants as the regular base/Heroic/Epic editions, except that it provides baseline BfA as well for accounts that are only current up to Legion (like mine).

The second GM gave me this response, which just adds more confusion into the mix:

Hi there Eric

Thank you for contacting us about this situation. My name is Rado and I will be taking care of your request today.

Sorry for the confusion here.

The price for digital Shadowlands will be returned back to your Blizzard Balance if the CE key is claimed before 11:59 p.m. PDT on March 31, 2021/08:59 CEST on April 1, 2021.

This won’t be automatic though so you will need to contact us once you claim the CE key on your account.

I hope that provided information helped to clarify situation.

If you have any further questions or concerns please do not hesitate to contact us again.

Best Regards and enjoy the game !

So I have had to open the ticket again to ask why the process is automatic for one set of initial digital purchases, but not the other. Suffice it to say, Blizzard isn’t doing very well providing their GMs with the correct information, so even a customer like me who’s pretty good at figuring things out is still left confused as to what is what and why.

This level of confusion really shouldn’t be happening, but sadly it is.

[Breakbeat-kilrogg (Breakbeat)]

@Tiapriestess-whisperwind

the sad reality is that most people look down on those with disabilities because they can’t understand why we ask for the things we do or why we need them. It’s a simple matter of not having the understanding because they’re fortunate enough not to have the disability.

I certainly don’t fall into this category, rest assured.

@Tiapriestess-whisperwind

It’s primarily a clicking issue. FWIW I’ve tried Bagnon, ElvUI, and a few others in the past, especially after I saw a nicely laid out UI with chat cleanly out of the way and things clustered right where I needed them for visual purposes (remember - blind in right eye here).

I totally get it. I’m just sayin’ that Bartender or Dominos will allow you to place bars where you want, with no taint.

I’m certainly not trying to minimize your issues. My father-in-law is blind (and deaf), I deal with it daily. In the past I’ve also made the acquaintance of video game players that were completely blind. I’ve helped them play (by calling out the visuals) and even helped them choose games for consoles that they would be able to play with such a callout system and another person present.

I only offer a simple solution to allow you to place bars where you want, size them as you want, configure them as you want, and most importantly, click them during combat! Bartender or Dominos will let you do this without any addon taint. Click, keybind, do whatever is most convenient for youl Taint will not be an issue with current versions installed.

Breakbeat#1787 if you need any help at all figuring out Lua errors or configuration, or anything. I don’t mind spending time helping you get stuff straight.

[Tiapriestess-whisperwind (Tiapriestess)]

Thanks for the suggestions. Bartender is one I’ve never had good luck with. That has actually caused more issues than any other addon I’ve ever had, so it wasn’t even on my list of addons to try. Bartender being so awful is why I switched to MoveAnything for most of my needs and had been with it for many, many years.

[Breakbeat-kilrogg (Breakbeat)]

Alright =)

But the past is the past. The current versions don’t taint or break during combat, even when you click to your heart’s content. I guarantee you this.

I know when one gets burned, they’re not inclined to go back. I only suggest you do to make your life easier and help you enjoy this game.

[Tiapriestess-whisperwind (Tiapriestess)]

BTW, if you really want to see just how addon dependent I am, get a load of the addons from the last time I was able to play (I’ve since updated them via the Twitch client, but the names and amount are the same):

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All of that tailored to make my UI as minimally intrusive as possible while providing the most information at a glance and positional layouts necessary for me to play. Suffice it to say, I have quite a few needs that require addons, which is why I’d kill for a way to have that classic UI layout without having to add more to the mix.

[Perl-anetheron (Perl)]

Good morning Tiapriestess!

I thought I’d take a stab at your questions too as I think the GM might have been wrong about it not being automatic. The way I see it is that the complete edition adds BFA, Epic Shadowlands (is the one you mentioned getting), game time and 2 boosts (110Bfa & 120SL).

I honestly believe that the system would only care about which version of SL you have. So when you add the CE key, you would get the refund based on having Epic Shadowlands.

“If you purchase any digital copy of Shadowlands (Base, Heroic, or Epic), and then upgrade to the Collector’s Edition in the future, we will automatically credit you the cost of the digital copy in Blizzard Balance” Source .

It really shouldn’t matter that it was purchased as a bundle. I know the GM says otherwise and I’ll admit I could be wrong, but I don’t see why it would matter to the system.

If I’m wrong, hopefully one of the Blues can shed some additional light!

And if I’m on the wrong page for what you’re asking, then my apologies

---

You also mentioned problems when entering the ticket where it removed spaces. I was wondering if you were using the following screen:

If it was, I’m not a huge fan of this box as it should probably not state “detailed”. I find the system gets more confused that way (imho). I tend to just use the “I would rather categorize the issue” link below the continue button. Then I can see the subsections for tickets and choose my own adventure!

If it wasn’t that box, then it’s very odd that it would have kept removing spaces in an actual ticket. Not sure what would cause something like that to happen.

Hopefully this doesn’t sour your experience too much and even more importantly, I hope you’re able to find a way to return and enjoy the game again.

[Nightdrakon-tichondrius]

Perl, your “Source” link doesn’t appear to be clickable. I’ve tried on 2 computers and 3 different browsers, but I can’t get it to open.

[Perl-anetheron (Perl)]

Thanks! It would seem I somehow copied and pasted wrong and it threw a bunch of stuff off that I hadn’t noticed.

[Kalviery]

@Tiapriestess-whisperwind

So I have had to open the ticket again to ask why the process is automatic for one set of initial digital purchases, but not the other. Suffice it to say, Blizzard isn’t doing very well providing their GMs with the correct information, so even a customer like me who’s pretty good at figuring things out is still left confused as to what is what and why.

You were provided the correct information by both Game Masters. The first Game Master answered your question of “Why the process is automatic for one set”:

@Tiapriestess-whisperwind

The Complete Collection is a bundle that includes game time as well as BFA and Shadowlands for one price. It is not three discrete items with their own price where one can be credited back to you as balance.

The Complete Collection provides the licenses for multiple products in a single grouping. Example:

Complete Collection Heroic Edition	Complete Collection Epic Edition
- World of Warcraft Standard Edition - World of Warcraft: Battle for Azeroth - World of Warcraft: Shadowlands - Game Time: 30 days - Level 110 Character Boost - Level 120 Character Boost - Mount: Ensorcelled Everywrm	- World of Warcraft Standard Edition - World of Warcraft: Battle for Azeroth - World of Warcraft: Shadowlands - Game Time: 60 days - Level 110 Character Boost - Level 120 Character Boost - Mount: Ensorcelled Everywrm - Pet: Anima Wyrmling - Eternal Traveler's Hearthstone - Illusion: Wraith Chill

Both Complete Collections just include the Shadowlands license and separate licenses for the various bonuses. So the system as it’s currently built can’t say “You have the Heroic License” or “You have the Epic License”.

The second Game Master informed you that this is something the GM staff can help with manually:

@Tiapriestess-whisperwind

This won’t be automatic though so you will need to contact us once you claim the CE key on your account.

So as long as you apply the Collector’s Edition key to your Blizzard account within the qualifying time frame, you can then open a support ticket and the Game Master team can provide the credit to your Blizzard account.

[Tiapriestess-whisperwind (Tiapriestess)]

@Perl-anetheron

You also mentioned problems when entering the ticket where it removed spaces. I was wondering if you were using the following screen:

Yep. That’s the one. Every time I start typing the murloc’s chat bubble turns into an animated “…” and less than a second after I stop typing it turns into “thanks for the info.” and immediately erases any spaces or carriage returns. Having to deal with that every time I try to gather my thoughts is unbelievably maddening, to say the least. Let’s just say I said Geralt of Rivia’s favorite word. A lot.

@Kalviery

So as long as you apply the Collector’s Edition key to your Blizzard account within the qualifying time frame, you can then open a support ticket and the Game Master team can provide the credit to your Blizzard account.

I take it the credit will be the entire digital purchase cost as stated in the original policy, correct? And the other (hopefully last) question I have is, will I need to / should I reference the ticket opened today in order to assist the GM with figuring out what to do?

[Kalviery]

@Tiapriestess-whisperwind

I take it the credit will be the entire digital purchase cost as stated in the original policy, correct?

No, the Complete Collection includes non-Shadowlands content. You will receive credit for Shadowlands content only.

Example:
Complete Collection: Heroic Edition - $89.99 USD
Shadowlands: Heroic Edition - $59.99 USD

So when you upgrade your Complete Collection: Heroic Edition to Shadowlands Collector’s Edition, after submitting your ticket the Game Master team will grant your Blizzard account credit for the Shadowlands: Heroic Edition cost ($59.99 USD).

@Tiapriestess-whisperwind

will I need to / should I reference the ticket opened today in order to assist the GM with figuring out what to do?

No, you shouldn’t need to. It won’t hurt if you do, but it is going to be standard procedure and I expect we’ll see enough cases of people falling into this specific situation that Game Masters will be familiar with what you’re requesting.

[Tiapriestess-whisperwind (Tiapriestess)]

@Kalviery

No, the Complete Collection includes non-Shadowlands content. You will receive credit for Shadowlands content only.

Example:
Complete Collection: Heroic Edition - $89.99 USD
Shadowlands: Heroic Edition - $59.99 USD

So when you upgrade your Complete Collection: Heroic Edition to Shadowlands Collector’s Edition, after submitting your ticket the Game Master team will grant your Blizzard account credit for the Shadowlands: Heroic Edition cost ($59.99 USD).

So basically if I got the Complete Collection: Epic Edition, currently $109.99, then put in a CE key, I’d be refunded $79.99, meaning the $30 difference not refunded is me essentially paying for two months of game time with early access to the digital goodies, correct? And if that is indeed correct, does the CE key also add in its own +30 days game time (since that is part of the CE itself)?

[Kalviery]

@Tiapriestess-whisperwind

And if that is indeed correct, does the CE key also add in its own +30 days game time (since that is part of the CE itself)?

The Epic Edition is essentially the digital version of the Collector’s Edition. So, you won’t get double digital goods from claiming a CE key over an Epic key.

You are credited with $79.99 USD which covers the cost of the digital version so you receive 1 set of products and only paid 1 time.

[Tiapriestess-whisperwind (Tiapriestess)]

@Kalviery

The Epic Edition is essentially the digital version of the Collector’s Edition. So, you won’t get double digital goods from claiming a CE key over an Epic key.

I think you’re misunderstanding me. The CC: Epic Edition has 60 days of game time on its own. The digital goodies like the mount, pet, and illusion I already knew only apply once. It even says so on the page detailing the upgrade process for the regular Shadowlands digital pre-purchases.

I’ll break it down:

The CC: EE has the following:

1. CE level digital goodies - $79.99
   
   
2. 60 days of game time (30 days from each of BfA and Shadowlands purchases) - $30.00

Now, if I read what you’re saying correctly, the CC: Epic Edition prevents the +30 days of game time from the physical CE from being added? That doesn’t exactly seem on the level there.

[Kalviery]

@Tiapriestess-whisperwind

The CC: Epic Edition has 60 days of game time on its own.

No, it does not. I apologize if my table earlier made it appear that way. I didn’t see the need to split it into two separate products but perhaps I should have.

The Complete Collection Heroic Edition comes with 30 days. The Complete Collection Epic Edition comes with 30 days from the Heroic Edition + 30 days from the Shadowlands Epic edition for a total of 60 days.

The Shadowlands Heroic Edition does not come with game time.

[Tiapriestess-whisperwind (Tiapriestess)]

Just for clarification: I have no interest in the Heroic edition - that doesn’t factor into anything at all here. I guess I should simplify this since I know what the refund amount will be (that’s settled already): By purchasing the CC: Epic Edition, I have two months of game time. By then entering my CE key, I will end up with a third month of game time, yes? That is what I’m asking here.

(As you can see, if it’s this confusing between the two of us, imagine how other players that are less math oriented will react)

[Kalviery]

@Tiapriestess-whisperwind

By purchasing the CC: Epic Edition, I have two months of game time. By then entering my CE key, I will end up with a third month of game time, yes? That is what I’m asking here.

No. From the CC: Epic Edition you have 30 days from the CC: Heroic Edition + 30 days from the Shadowlands Epic Edition (Digital CE).

When you apply a physical CE code, you do not gain anything else because you have already received everything due to the CE from the CC: Epic.

[Kalviery]

I think I can try to break down the product in a different way.

Complete Collection: Epic Edition comes with:

• 30 days of game time
• Battle for Azeroth + BfA character boost
• And everything listed under the Epic Edition of Shadowlands

The Physical Collector’s Edition comes with:

• Everything listed under the Epic Edition of Shadowlands
• Art book
• Mouse Pad
• Collector’s Pin set
• Digital soundtrack

So since both come with the Epic Edition content, those cancel out and you only get them 1 time.

Technically, if you wanted to you could choose to resell the game code for $79.99 and have cash instead of Blizzard Balance. You’d end up with the same account content either way at the end.

[Tiapriestess-whisperwind (Tiapriestess)]

OK, then that essentially means I’m paying the equivalent of an extra month’s worth of game time for no net gain. Remember, $109.99 - $79.99 = $30.00, which is roughly the price of two months of game time. Eating the + 30 days game time from the physical CE makes this a tremendously raw deal and the math says it isn’t worth it.

If it seems like I’m being nitpicky here, keep in mind you’re dealing with a player that:

1. Had six months of game time remaining on his account when Blizzard removed a critical feature from the game, which then prevented further playing. Six months of game time down the tube due to an action Blizzard took. And the cherry on top was Blizzard refused to restore the lost game time despite me not even having logged into the game during said time after the feature was removed (go through my tickets and you’ll find I’m being truthful about this part). So already I’m down quite the bit there.
   
   
2. Has missed an entire expansion due to the feature (app focus lock) not being present. This meant no gold gain, no getting content while it’s relevant, no pre-expansion transmogs/mount from part of that content. No ability to get the Brutosaur mount since it is being removed in the 9.0 pre-expansion patch.

It honestly seems to me I’d be better off at this point just letting 9.0 hit, putting a month of game time on my subscription (just so I can get my characters’ UIs and whatnot ready prior to Shadowlands hitting), and just putting in my CE code for the +30 days of game time. You gotta admit, that has FeelsBadMan.jpg written all over it.

I’m not trying to rag on you - you’re just telling me how it is. But as someone that’s already gotten a raw deal, it feels like an entire ocean full of salt in the wound, as it were. It’s definitely an enthusiasm killer, ya know?

[Kalviery]

@Tiapriestess-whisperwind

Remember, $109.99 - $79.99 = $30.00, which is roughly the price of two months of game time.

No, for $30.00 you are receiving

• 30 days of game time ($14.99)
• Battle for Azeroth, including 110 Boost ($49.99)

So you are coming out ahead as things stand currently. Of course, you haven’t purchased anything yet so you’re in a position to change what you would like to purchase. If you just purchase the Shadowlands Epic Edition when BfA is rolled into the base version of the game, you circumvent all of the concerns expressed in this thread. Though, that would mean you need to wait a little longer before returning to the game.