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Poster: Mlothar at 7/21/2006 12:39:47 AM PDT
Subject: Character deletion
   A personal friend of mine, character name of Kyba, had his account hacked and his characters deleted roughly 3 weeks ago. Since then he has contacted blizzard through e-mail, phone, and ingame. They told him that his characters were located and that they would work to restore his 2 level 60s, plus many more alts of varying level. Well now 3 weeks have passed and he has been told to stop emailing them because they are not paying attention to them anymore and have basically showed him that blizz does not care.
I ask any gm, is it the fact that you guys make enough money that you do not need to worry about one person? (even if he has been paying for a long time and has clocked a lot of play time) Or do you actually intend to return his characters at some point?
Poster: Pavonum at 7/21/2006 1:08:50 AM PDT
Subject: Re: Character deletion
   Although I understand your frustration, Mlothar, I believe some misinterpretation has arisen somewhere along the line. You imply that we "don't care" about this issue because we have requested that your guildmate cease submitting petitions and sending e-mails regarding his compromised account; I'm here to tell you that this is simply not the case, as we are quite concerned indeed with ensuring that the matter is resolved accordingly. However, one thing which I'd like to make clear is that, during the process of investigation, there is nothing whatsoever to be gained from barraging our department with demands for an update as to the status of our efforts; we are unfortunately unable to offer any accurate estimation as to when additional information shall be forthcoming, and repeated requests for facts we cannot offer merely impede our ability to help other players in turn.

Given the extraordinarily intricate nature of the analysis required to thoroughly address such issues, as well as the sheer number of inquiries which must be processed each day, it may take several weeks for our Account Investigators to contact players regarding the results of their research; this delay should not be taken as an indication that your guildmate has been forgotten by any means, however, as I've personally confirmed that he's still in-queue to be assisted further in this matter. We merely ask that he remain patient. :)
Look on my works, ye mighty, and despair...
Poster: Pavonum at 7/21/2006 1:20:24 AM PDT
Subject: Re: Character deletion

Q u o t e:
If there is a misinterpretation then i apologize, but i have just recieved more information on the matter than he has in 3 weeks of waiting. I do not believe that blizzard honestly does not care, but 3 weeks and he is still in-queue does that mean it could be another month before he gets another update? Granted it is a hard problem to deal with, this i am sure of, but if he was already told that his characters were located, and they have confirmed the account belongs to him, then what creates this long of a holdup?

While I am not personally involved in the investigation process enough to go into specific details, Mlothar, suffice it to say that it takes a great deal more time and effort to fully investigate and address these issues than it does to simply confirm that the characters have been deleted and that they exist on his account. We're working on it, though. :)
Look on my works, ye mighty, and despair...

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