The Hogrus mount

Community General Discussion
1

I purchased the Hogrus mount based on the advertised size. Upon receiving the mount it was half the size it was advertised as. I thought that I had submitted a ticket about it but apparently I did not. I have purchased a mount before with no issues because it was what was advertised. I feel the Hogrus mount qualifies as false advertisement. I requested a refund or store credit and was denied. I was told to make a post about it because the the people that answer tickets said it would be faster for me to get help this way. I have been playing since vanilla and have had no issues with this company and have enjoyed the game. I would like the mount size increased, a refund, an explanation of why the size was not what was not as advertised and an assurance that future items offered will be as advertised. This additional text is being added because the site is telling me that I cannot post this again and I posted in another forum but I feel I will just be told that I posted in the wrong forum.

rodney

I purchased the Hogrus mount but it is much smaller than advertised. I do not enjoy using it and would like a refund. The mount was portrayed as larger in the adds.

2 weeks ago

rodney

If not a refund store credit or something

2 weeks ago

This ticket has been marked as Answered.

2 weeks ago

Vaesinaugh

Hey, Rodney! Vaesinaugh here. I’m the Game Master that has been working on your case, and I wanted to start out by saying thank you for going out of your way to get in contact with me, and I’m sorry that you have been running into issues with Horgus! All of our digital services are a final purchase, and refunds are not something that are generally offered under our Terms of Sale, but we recognize that not every mount is going to be a perfect fit for every person. Exceptions to our no refund policy can be considered, but to make those considerations we will look at the timeframe that the request is made as well as the amount of the game played since the purchase. I personally always try to make these exceptions for my players, but looking through the account history I see that this mount was purchased over four months ago. We tried our best to get this reversed for you, but since so much time has passed since the purchase we couldn’t justify offering a refund. That said, you did the right thing by reaching out just in case. If you ever have questions like this, never hesitate to reach out to a Game Master like you did today. If you ever need anything else, let us know!

2 weeks ago

rodney

I did submit a ticket as soon as I purchased it but I do not recall getting a response to the ticket. Also I think you should be able to look at my account and see my play time has been extremely limited in the last few months

2 weeks ago

This ticket has been marked as Answered.

2 weeks ago

Striarhon

Hey there, Rodney. Specialist Game Master Striarhon here at your service and despite the situation at hand, I hope this message reaches you in good health and spirits, friend. I read through your case and understand you were hoping to get a refund on the Hogrus mount. So technically, we have a stance that all sales are final, much like we covered in our previous response. I can see that the last GM did try to get an excepton, but given that this purchase was made back in January, it is far out of our range to have an exception like this approved, no matter how little time was played. If you ever notice that you do not want a purchase, it is best to contact us within a few hours for best chances at an exception to our policy, and we unfortunately do not have any record of tickets being sent in from this account about the Hogrus mount, outside of the last few days. Thank you for reaching out to us tonight. I know this wasn’t the answer you wanted to hear and, frankly, it wasn’t the type of news I wanted to bring but I do hope I was able to shed some light on the situation.

2 weeks ago

rodney

You say all sales are final but you have to admit it was false advertisment for the size of the mount. If the mount had been portrayed at the correct size I would not have purchased it. How can I be expected to make an informed decision if I was misled?

2 weeks ago

Zwaglio

Hey there, Rodney. Specialist Game Master Zwagilo here. I’m sorry if you feel we misled you to the size of the mount - However, as previously mentioned we can only make rare exceptions in these cases when we are contacted right away. Since you got this mount back in January and we have no record of a ticket being created back then we simply do not have the option to refund it now. We hope you can understand. I appreciate your time and I’ll be sure to pass along feedback in regards to your concern with how this mount was advertised, but if you have any other questions about this please let us know. Take care, Rodney.

2 weeks ago

This ticket has been marked as Answered.

2 weeks ago

rodney

I think you can see that my play time has been very limited. I have been a loyal customer for over a decade.

2 weeks ago

This ticket has been marked as Answered.

2 weeks ago

Chaneassan

Hey there Rodney, Game Master Chaneassan here today! Thank you for your patience while your ticket was waiting in queue. I am honored to be able to address your ticket and I hope that this message finds you well today! While we are unable to assist with a refund. I’ll submit feedback on providing more information about the mount size prior to making a purchase for future mounts. Hopefully this information helps you out! If not, please do not hesitate to contact us with any questions or concerns you may have regarding this. Thank you for your support, and Happy Gaming.

2 weeks ago

rodney

https://youtu.be/8s5eiTgb-mc That does help me in the least. I the link above your company is still marketing the mount having a larger size. That video should be adjusted or taken down. As a loyal customer who hasn’t submitted frivolous tickets or tried to get over on the company I do not see how granting me this refund or credit can hurt the company.

2 weeks ago

This ticket has been marked as Answered.

2 weeks ago

Turworina

Hey there Rodney, This is Game Master Turworina. Looks like there was a situation with that Hogrus mount. Well this situation is tricky, but let’s try further clearing it up. With refunds, we can normally only step in if it’s been a few days. A week is pushing it, and over a month is not normally something we can refund. With this being multiple months, it does prevent us from stepping in. It’s not that we think you’re trying to trick or deceive us. I see you’ve been a passionate and dedicated player since vanilla. It’s clear you aren’t trying to pull something on us. It does look like that original and second Game Master both tried to see if strings could be pulled because of what I mentioned. We’d happily step in if we could, but there are times where we unfortunately can’t. I know this isn’t the answer you were looking for, and not the one I’d like to be giving. You’re the kind of player I would love to pull some strings for in this kind of situation. Being the bearer of bad news to players like you is the most painful part of this line of work. I saw where that feedback was sent up. Other than that, we don’t have much control over the video. But the feedback does help. Thanks for taking the time to contact us today. I hope this clears everything up for you, despite the less than stellar news. Take Care. And have a wonderful day.

2 weeks ago

rodney

I’m sorry I do not intend to be annoying or disrespectful but I cannot let this go. If I didn’t have a family emergency I would have done this earlier. I thought I’d submitted a ticket sooner. It is not my intention be a dick to you guys. Its just blatant false advertisment and unfair. If you guys want to stop replying I understand but I feel I need to keep submitting tickets about it. Hope ya’ll had a good holiday weekend.

2 weeks ago

Netanden

Hey Rodney! Specialist Game Master Netanden here. I got here as soon as I could when I saw your followup on the mount concerns. I understand better than most that emergencies can crop up and take your attention away from other matters. That said, reviewing the login history from the time this was purchased at the tail end of January I can see this account was online every day, or every other day, for multiple hours a day. I’m not attempting to say you did not have time to contact us, as I hardly did anything but log in and try to tune out the world by playing WoW after I lost my father. It was a solid week before I did anything else. The reason I bring this up is, there was ample time to use this mount, as well as to contact us to look in to refunding it if it did not meet your expectations. I hope you’ll believe me when I say I don’t enjoy delivering bad news. If I could give everyone the answer that they wanted it’d certainly be a lot easier than explaining why we can not. As of this time with nearly four months having gone by this is not something we will assist in refunding, swapping, or otherwise modifying. Had we been contacted sooner there may have been better news, but our position on this matter will not change. Repeatedly contacting us about this is not going to change the timeframe involved here, and the fact that our sales policy states all orders are considered final once made. I sincerely do not wish this to be necessary, but I feel I must bring up our Game Master Interaction Policy (https://us.battle.net/support/en/article/32221) as repeatedly contacting us about an issue that has already been reviewed and closed can result in penalties being applied to the Blizzard account. I understand you may still have concerns over this mount, but those should be directed at the Dev team if you feel this should be changed. That feedback can be sent through the Help menu in game or by creating a discussion on our forums. Thank you for respecting our position. I wish you and yours all the best.

2 weeks ago

This ticket has been marked as Answered.

2 weeks ago

rodney

I understand that but your policy but does it address false advertising? You guys have not even acknowledged the difference in what was advertised and what was provided. I am sorry that I did not read the fine print. I have used your shop many times and have purchased mounts before but never was there this large of a difference between what was shown and what is. Making tickets is not something I’d do for fun…I would rather be playing the game. If you need to enact some penalties for me contacting you about a real issue that I feel is being ignored then do what you need to. I did not mean for this amount of time to pass between me contacting you and the purchase but it does not change the difference in what was shown and what was given. You have more access to the Dev team than I could ever so show me some real movement on either fixing the false advertisement or I have no choice as i’m sure you don’t to do what you feel is right. v/r Rodney

2 weeks ago

Zahgad

Hello Rodney, my name is Game Master Zahgad. We have it not acknowledged because we have nothing to do with it. We can not change anything ingame or make our advertisements. You are contacting the wrong department. When you want to give feedback than please use the in-game system. When you think the mount is to small you can write a Bug report in-game. The only thing you are doing at the moment is endanger your account. We also have no direct contact to the Dev Teams and the both options were implemented by the Dev so that they get direct feedback.

2 weeks ago

This ticket was marked as Resolved.

English (US)

2

And? Do you expect us to rally our torches and pitchforks to storm Blizz HQ for your refund?

4 Likes
3

Mount size is based on character race. If this was so very important to you that you were going to quote pages worth of customer service communications, then maybe you should have logged into Boralus and asked someone of your preferred race/gender to get on the mount to see how it looked in-game. :roll_eyes:

On a side note, the Hogrus mount has been the only thing my gnomes have ridden ever since I bought it. It’s so adorable! Money well-spent.

4 Likes
4

The GMs were very clear. They are not going to honor your request for a refund. Coming here to post about it won’t change that. The last GM told you that you could put in a Bug Report if you felt the mount was too small.

I’d say if you want to further pursue this, perhaps a well written letter to the big boss might do something (I doubt it though).

6 Likes
5

Phatalbert saying his mount is too small

3 Likes
6

Sad part about this… I know for a fact Blizzard gives refunds for mounts… I was gifted the new Fox mount by a friend when I had decided to unsub during 8.0… I submitted a ticket and Blizzard took the mount away and refunded my friend.

I contacted billing:
https://us.battle.net/support/en/help/product/wow/166/180/channels

Unfortunately the way it goes with Blizzard Customer support, it seems you just have to be lucky, much like the game… Customer Support is RNG based… you have to get very lucky to reach someone who’ll actually bother to read your support message and be helpful… So my only tip to increase your odds with this, is not to write out long winded messages as you did… keep your messages to support short and concise… you have to remember that these agents have to read upwards of probably hundreds if not thousands of messages each day…

So just simply state:

Hello, I had purchased a mount from the shop, which turned out to not have been as advertised (smaller than pictures), and would like to receive a refund.

I had submitted a prior ticket about this soon after purchase with more detail, I did not receive a response, and unfortunately had a family emergency which prevented me from following up with the matter.

The ticket number was: [Insert ticket number here of the very first original ticket you sent to support (look at the ticket archives https://us.battle.net/support/en/case/)]

Thank you in advance!

1 Like
7

I want to refund BfA. It is way worse than advertized.

1 Like
8

Full disclosure. I just skimmed it.

The timeline seem a bit weird. All the GM talks are marked with two weeks ago. Is this like two weeks ago from today? 8/6/19

But the GM said it was purchase in January. Is that correct?

What I want to know is when exactly is the purchase? And I assume you did send ticket immediately, right?

9

Dear rodney,

I only look small because of your fat Kul Tiran butt. I look normal with everyone else.

PS - You need to run your plate armor through a Yak wash. It stinks.

Thx,
Hogrus

1 Like
10

Man, it’s a good thing I’m not a GM. If I got one of those tickets and noticed you just kept opening them up to complain more and more, clogging up the ticket queue, I would have put your account in a nice time-out.

2 Likes
11

This is gold. Are they really threatening action on the account? Is opening a ticket against EULA or something?

12

Seems like this is on you man. If you didnt make sure you actually put in a ticket, and with no evidence proving you did all they have is logs saying you waited 4 months to try and get a refund. This is while logging in a significant amount in the last 4 month’s. As they said they can make exceptions to the all sales are final policy but not after 4 month’s. Better luck next time.

Personally i know very few stores that would take back anything after 4 month’s.

13

Continuing to open tickets after an answer has been given multiple times can be considered harassment.

Edited for the link, just scroll down to the harassment part.

2 Likes