 | 9/18 12:33am PDT Server Crash & HC Death(1) | Category: Technical SupportSeptember-18-2014 5:44 AM PDT (8 years ago)  |
| Last night the entire Blizzard service crashed, including websites and services. I was playing my Hardcore Seasonal Wizard at the time (191 hours, well-geared), and he died. Now, normally I simply accept character death and move on because that's the way hardcore works, however I do not accept Blizzard telling me that there's nothing they can do for me when a complete crash of their services causes my death. Here is a Blue post by Lurdlespor made just after the crash, confirming that widespread issue: http://us.battle.net/d3/en/forum/topic/14506330527 . Here is a follow-up Blue post by Araxom that was made five hours ago stating that the server issues are still on-going: http://us.battle.net/d3/en/forum/topic/14507320680#1 . Here is the response by customer support who told me I should really make a post about this:
I understand you have lost your hardcore character. I sympathize with your loss. :( I myself actually lost my HC Wizard after getting all the way to level 70 and was only a shred left till I would get my first paragon level. :( While it is common knowledge that Hardcore characters cannot be resurrected under normal circumstances, I'm afraid that the truth of the matter is that Hardcore characters cannot be restored under *any* circumstances. This is a strict policy of Blizzard Entertainment. Even in situations where a Hardcore character is lost due to technical issues, server instability, bugs, or while the account is accessed by another user, Customer Support is not able to bring the character back under any circumstances what-so-ever. As stated on our website for the Support Article titled "Diablo III Restorations", quote: "Customer Support cannot revive fallen hardcore heroes for any reason. Hardcore heroes cannot be rolled back." Here is the complete support article: <http://battle.net/support/article/4600047> Because this is such a hard-set policy, our tools do not even have the capability of providing a hardcore character restoration. It is that much of a flat policy with no exceptions that we do not even have the ability to grant such requests. It sucks that this happened to you. There's no way around that. Please understand that we came to this position on this policy after very careful consideration. The only way that we can remain objective with something as important and competitive as hardcore characters is to have a flat, across-the-board policy against restorations. Does that make what happened to you fair? Absolutely not. But it's also not our place to start stepping in and making the decision of which cases deserve or don't deserve to be restored. No policy we can ever hope to implement will be perfectly fair to everyone on this. That said, we also recognize that we always have room for improvement. After all, nothing is perfect. But that's always what we strive for, so our developers are always looking for feedback on how to make our game and policies better . They specifically watch the forums for feedback and suggestions like this from Diablo III at <http://battle.net/d3/en/forum> . If you haven't already, I'd recommend adding to a thread there on the topic to contribute to the discussion. Though some folks may be frustrating to deal with on the forums, simply ignore them and keep all your posts constructive. You have every right to be frustrated after losing your character like this and there's nothing wrong with letting us know that. It always helps the developers to get an idea how what they do affects you. But if that's all that comes across in a post, then it can be harder to see the productive feedback behind it. We look forward to hearing from you there, and who knows? Maybe someday you'll see an announcement show up on the site about changes to how we'll handle these issues in the future. I deeply apologize for any frustration this information may bring you, and I appreciate your understanding. Edit: And an unexpected follow-up response by a second CSR, name removed for their privacy:
I believe in all my time here I have ever only heard of one case where some kind of issue lead to any deviation from the default stance that Hardcore mortality is really and truly permanent. Ultimately, that was not handled by the Customer Support staff though, so the best thing you and anyone else this happened to can do about it is what players did about it back then, which was to post the details of their experience on the forums like you did. I really can't say how it will go, because it really only ever happened once to my knowledge, so it probably will not lead to those characters coming back from beyond the grave, but it is true it was the only thing that ever led to that for something even remotely like what you're reporting happened to you in this case. Whatever happens, we wish you all the best! o()xxxx[{::::::::::::::::::::::::::::> I'm not typically one to flip tables about stuff, but I'm not the type of person that simply accepts someone wasting so much of my time. If the restore can't be made, I can't in good conscience continue to play Diablo 3. | ||
 | 9/18 12:33am PDT Server Crash & HC Death(120) | September-18-2014 6:54 PM PDT (8 years ago) |
| Crim, If you'd like to voice your opinions on our policies regarding dead hardcore character restorations, you need to do it over in the General Discussion forum as it's not a Technical Support issue, nor would the developers see it here. http://us.battle.net/d3/en/forum/3354739/ Also, you should know, Blizzard's servers did not crash last night nor are they experiencing any issues currently. The issues you've been commenting on are related to connectivity and latency, which in many cases is not something we can directly correct. We've been in contact with ATT and they believe they've identified a hardware problem with one of their peers that's being resolved now. I'm going to lock this thread since it's not a Technical Support issue as mentioned above. _________________________________________________________ I'm available in the forums Tuesday - Friday, 11 am - 8 pm Pacific Time Saturday 10 am - 7 pm Pacific Time Feedback? - https://www.surveymonkey.com/s/Omrakos | ||
