Over the last few days I have had, in my opinion, some of the worst customer service ever. Normally, I am right behind Blizzard, always buying their games, etc. But after this experience I see them in a new, less desirable light.
This all started about 2 years and 7 months ago. I decided to cancel my current account, RAF with my brother/friends (since this would be much cheaper than transferring/faction changing my old characters.) At this point I had spent 3 years and probably more than $800 on this account, and planned to just leave it innactive until I had more money to transfer them over to the new account in the future. The money came to me over the holidays, so I decided it was time to rekindle some old memories and transfer them over.
I can't remember the email that it was on so I give Account and Billing a call. Everything went great, proved it was my account and they attached it to my battle.net with my new WoW account and d3 and SC2. Everything is fine until I log into the account on the website and go to transfer and see there is literally nothing on the account. There is one level 6 warlock that I didn't make. Obviously very worried, I went and checked the transfers tab, and sure enough my three level 80s had been transferred to a different bnet account.
Now realizing that someone must have gotten access to the account and stole it, I called Blizzard Account and Billing back. I spoke with a rep talked through the process, said he saw the problem, and then told me to put in a ticket and they would fix it right up. I go and put in the ticket saying something like, "I just recovered the account and all the characters are missing, I was told to put in a ticket to get it fixed."
Here is where the trouble starts. I wait a few hours, and then get some type of automated response stating that they couldn't see any missing characters. Really Blizzard? It is average for customers to subscribe for over 3 years and only have one level 6 warlock?? Whatever, I'll just chalk it up to chance and be more specific. I put in a response specify the account and that all of my characters were gone.
I wait a few more hours and get another response, looks automated, and basically says that they can't confirm it wasn't me who transfered the characters. Well Blizzard, considering that randomly the account starts logging in from a new IP, and then a different credit card is used to transfer my characters to a dummy account - I think it is pretty obvious it wasn't me. That doesn't make any sense anyways, why would you accuse a customer of stealing their own characters? I am the owner of the account, I just proved it a few hours ago, and I am telling you that my characters are gone (which they clearly are) so why are you arguing with me?
I put in another ticket and get the same response. I go on the forums and make a thread and get a response saying that it has been "too long" to verify that they are stolen. What does that even mean? How do you need to verify it? I, the customer who bought the game, spent the money, leveled the characters am telling you that I did not authorize that transfer, and that the other battle.net is NOT ME.
By this point I am angry. I have played WoW for about 6 years now and have had nothing but positive customer support to this point. I decide to call again, since the tickets aren't getting me anywhere. I call and talk to a rep for about an hour. We start off by going through the usual, contact info, account info and then explaining my problem in extreme detail. After all of this he try tries to give me the same canned response about "verifying it was stolen" blah, blah - same stuff they told me before which makes no sense. I refuse to hangup until I get a real reason why this isn't done yet, and so I start asking him stuff Blizzard knows about it to make sure it matches what I know. He keeps trying to tell me that the reason Blizzard won't give the characters back is because there was no "malicious" activities done by the thief. So I sit there telling this rep that stealing someones account/characters IS malicious And against Blizzard ToS And probably against the law considering he is pretending to be me? I argue the point for a while, and it becomes painfully obvious how he was wrong, he kept beating around the bush and would never directly say, "stealing isn't malicious" like he kept implying.
At this point he realizes that telling me stealing accounts ISN'T malicious isn't going to get me to hang up. He asks to put me on hold, and I wait for a few minutes. He comes back, sighs and tells me something along the lines that a big reason they won't do anything is the fact that the thief bought all the expansions, a new account, and gametime with a not stolen credit card (heavily implying he meant they didn't want chargebacks for the few hundred dollars). What...? Literally speechless, the call ends.
I was just told that Blizzard wasn't going to punish this person (who impersonated being me, and stole my characters) or return my characters because this thief payed them a good amount of money. I put in another ticket. They didn't answer this ticket for over a day so I called in again, still unable to grasp the insanity that the last rep told me.
I talk to this new guy on the phone (the fourth call in 3 days). We go through the usual, I explain, and then I told him what I was told during the last call. I then, having added it all up, relayed that I have spent exactly $2420 on their game over the last 6 years - telling me I won't get my chars back because this thief spent money doesn't even nearly add up to what I have spent. He agrees that my position is correct, and offers to help refine my ticket to exactly what they need to recover the characters. After spending 10 minutes writing the ticket with him, we end the call.
I wait another 12 hours, having the ticket I wrote with the agent sent it, and I get back the exact same canned responses as before. "We can't verify that they were stolen." My support ticket was then forced closed so I can't reply anymore.
I know it isn't the customer support agents fault, or the account and billing peoples fault, since they are most likely just following a script or something.
So after 3 years, over $850, I won't be getting my first character back because Blizzard is too money hungry to take a small loss. Absolutely insane, this single incident has ruined 6 years of loyalty in 3 days. All that money and time wasted.
tldr; Characters get stolen off account, Blizzard won't return them because the thief payed a lot to do it.
So, am I right to be mad?
I understand that it was my responsibility to keep the account safe (and I take account safety seriously, have an authentication and everything), but this response was just atrocious. Blizzard straight up admitting to letting things against their own ToS (and possibly the law) go simply because the perpetrator gave them enough money.
This is probably mirrored in the botting crisis, Blizzard rarely bans botters since they are one of the biggest buyers of account time.
Pretty corrupt if you ask me.
Note: I tried to be as unbiased as possible, and to include the entire story - but due to the length and my current anger I might have been unclear in some parts but will try to do my best to answer questions.
Edit: Cleared up parts of the story to be more coherent.