 | Are rollbacks supposed to take One Week?(1) | Category: Technical SupportFebruary-27-2013 4:59 PM PST (10 years ago)  |
| So, this tuesday I noticed my character had just lost all its gear, not knowing what had happened I simply switched All my passwords and reformatted the computers incase anything important had been compromised. Then I find these instructions for a rollback: https://sea.battle.net/support/en/article/compromised-diablo-iii-account I make sure I have followed every step and I get a mobile authenticator. And I move on to the last part: Contact After you have secured your computer and the account, report the loss of any heroes, items, or currency. To report a compromise issue, submit a ticket via the Battle.net Support Site. And now I get this: Greetings XXX, The registered E-mail address associated to the Battle.net account, (xxxxx), has been compromised. To protect your privacy and security we have temporarily disabled the Diablo III licence associated with this Battle.net Account. Before you attempt to recover your account, we suggest that you take the following steps listed in this Knowledge Base article to secure your e-mail address, system and your account: Recovery and Security Information - http://battle.net/support/en/article/778 Once you have reviewed and followed the security steps, you must verify your identity as the registered account holder. There are two methods you can use to recover the Battle.net Account. You can contact Account & Technical Services by phone, or you can submit your form of identification through the support site. Our contact information can be found at http://eu.battle.net/support/en/article/contact. We will contact you with further instructions once we have processed your account recovery documentation. Regards, Blizzard Entertainment Diablo III Customer Support http://eu.battle.net/support So, they send me an email to an email account they claim to be hacked? Thanks... And this: Dear xxx, The status of your Customer Support ticket #x has changed to "Answered." You can view your ticket details or check its status by clicking the link below: <http://eu.battle.net/support/ticket/thread/x> If you can’t click the link above, copy and paste the entire URL into your browser. This is the latest response from Customer Support: We have determined that this Battle.net account has been compromised. To protect you, we have temporarily disabled the Diablo III account attached to it. In order to recover the account, we suggest the following steps to secure your account, email address, and computer. After these security precautions, you will need to contact us as outlined below. ------------------------ STEP 1: SECURE THE ACCOUNT, YOUR COMPUTER AND YOUR EMAIL ADDRESS ------------------------ Account compromises can occur due to a variety of causes. To combat this, we recommend you read over and apply the tips on our Security Checklist at http://eu.battle.net/en/security/checklist to protect yourself and the account from further harm. Due to the potential nature of the compromise, if you feel unsure about the current safety of your registered email address, we urge you to contact us by phone so that we may discuss the situation further and assist in securing your account and email. ------------------------ STEP 2: RECOVER THE ACCOUNT ------------------------ Once the Security Checklist in Step 1 has been reviewed, please go to https://eu.battle.net/support/en/ticket/submit and create a ticket acknowledging: -That your computer has been secured -That your email address has been secured Alternatively, you can contact us by phone to begin the recovery process. Our contact information can be found at http://eu.battle.net/support/article/contact. ------------------------ STEP 3: ACCOUNT RESTORATION ------------------------ After successfully recovering the account, please check each hero for losses. If you notice anything missing, please report it to us in a single ticket so that we can review the situation. Multiple contacts slow down the restoration process. If you need anything else, please feel free to drop us a ticket, call or webchat any time! What does the “Answered†status mean? - A ticket in “Answered†status means that a Customer Support representative has provided an answer to your ticket. What can I do next? - You can click “Need More Help†in-game, after you view the in-game response. - Or, you can choose the “I still have a problem†option on the ticket detail page. Please note that if you choose this option, your in-game ticket will be converted into a web ticket. It will no longer be viewable in game, but will be visible on the Blizzard Customer Support web site instead." If you have additional questions or concerns, please log in to the Blizzard Customer Support web site at <http://www.battle.net/support> and reply to the ticket. Regards, The Customer Support Team Blizzard Entertainment Now I am at the very least 2 responses away from getting a rollback? Even though I followed all of Blizzards instructions... What was even the point of changing my password and getting an authenticator if my account is still going to get locked? And well, assuming each answer takes atleast 24 hours and I can't expect an answer on the weekend I assume the rollback won't be done before Monday... Annoying having to wait one week, only too see how many hours of playtime you loose on a rollback... Why on earth does something requiring only a couple of clicks have to take so bloody long? It feels like Customer Torture rather then service... | ||
 | Are rollbacks supposed to take One Week?(2) | March-1-2013 8:13 AM PST (10 years ago) |
| Let's be fair StreetCane, it only took us around 40 hours from the original ticket to completing the rollback, and that includes a 4 hour gap while we awaited a user response. Also, I don't think that first email is from us and if it is then it may have been sent in error. Have a read of this to check its legitimacy. However, if you do wish to offer your feedback on your Blizzard support experience then please email CSFeedbackEU@blizzard.com. Thanks. | ||
