I’d like to share my most recent experience with customer support and warn anyone attempting to get help from them that you will likely be lied to, not believed, and banned if you attempt to find a good GM. It appears that much like everything in WoW, the customer support system is a game of RNG. If you roll a good GM you’ll have a good time, but if you roll a bad one (or two or three) you’re going to have an annoying experience.
My subscription recently ran out and I decided that until I could afford to pay for another month, I would enchant gear on a level 20 and play that. Something strange happened after my subscription went down though. I had all of the starter edition restrictions (level cap, no mailbox, no auction house, no whispering/trading/invites, ect.), so I went into a battleground. I noticed that I was gaining experience. I thought nothing of this though, as my experience bar constantly read 0/24k or however much the experience was. After I few battlegrounds I somehow ended up hitting level 21 on my starter edition account. I still had all of the starter edition account restrictions but could suddenly log into all of my characters again, no matter what level they were. After a while the bug somehow fixed itself and restricted me again. I was locked out of my level 21, with the loss of a few thousand gold and the character.
With this being a bug, I made an appeal and asked for a rollback, which from talking to multiple people I know that this is something that Game Masters are able to do. The first response told me that my subscription had been up when I leveled and that there was no bug and due to this, they could not roll my character back (Lie #1). I reopened the ticket and provided proof that it was a bug and that I was on starter edition restrictions when the bug happened. I later got a response from another GM stating that rollbacks were an impossible task as there were too many variables (Lie #2). This is not true, I have spoken to multiple people who had their characters rolled back.
I then made another appeal, stating the facts and asking once again for a rollback. I was told that there is sometimes an amount of time for the starter restrictions. Whether or not this is true I do not know, but I do know that I had starter edition restrictions when I logged back in for the first time. I was once again told that it was impossible to roll back characters (Lie #3). I reopened the ticket saying that I know that it is possible to roll characters back, but I said if I could at least get 1 day of subscription to remake the level 20 it would be much appreciated. My ticket was closed with a response telling me that repeat tickets would end in actions being taken upon my account up to and including my account being terminated.
I am extremely disappointed with this service. I have played the game for over a decade and I am payed back with nothing but lies and threatens of bans after being victim to a bug that I had no control over. Its a shame to have this happen just after defending and complimenting the work of customer support a few weeks prior. If this is the customer support I can expect in the future, then Blizzard can expect the loss of another customer.
With Game Masters now lying to their customers, treating them poorly, threatening to ban them, all on top of them not even being willing to chat and only ever responding through a ticket response (They used to ask if you had time to chat if you were online), I can only hope I never have to contact support again. A warning to anyone who might be thinking about contacting customer support, don’t waste your time. You will not be treated like a valued customer.