I boughted the pack, played no more than 8 hours, disappointed and wanna refund. 2 sadly emails from their customers. First one says no refund cz I level a necro to 70 and I am beyond the experience. Second one says no refund even if I deleted it. So high-handed clause no matter how you were politely replying. A company plays a small game. Sorry, no more investment on it.
Second reply:
From: CS Supervisor
Sent: Wednesday, June 28, 2017 6:23 PM
Subject: RE: Todd G.
While I appreciate the offer, deleting the character does not absolve the amount of playtime and content that you have experienced on that character. This content is specific to your purchase, as you would not be able to play a Necromancer without buying the pack, creating the character, and playing it in the game world.
I would encourage you to not delete the character, as whether it still exists on your account or not after playing from Level 1 – 70 will have no bearing on whether you’re eligible for a refund. As stated previously, the amount of time that you’ve spent experiencing this content, and the amount of content that you have experienced, are the determining factors for whether we could pursue an exception to the terms of sale.
In this case, you have experienced well beyond what we could consider reasonable to try and assist with a refund for this purchase. If you would like to see our terms of sale for digital products and services changed to allow more flexibility in allowing a refund after purchase, or whether you would like to see a trial version of characters in D3 created, I encourage you to share your experience and feedback on our forums.
Thank you,
Todd G.
Team Manager – Customer Service
Blizzard Entertainment
First reply:
From: CS Supervisor
Sent: Wednesday, June 28, 2017 6:09 PM
My name is Todd, and I’ve received your request to review the situation with your Rise of the Necromancer purchase. I’ve reviewed your original issue, your account activity for D3, as well as your conversation with Khwolanghe.
I would first like to address the purchase and whether it would be eligible for a refund, before we discuss the account activity you have performed. The information you were provided was correct, in that all sales for Digital Content or Services are Final. This can be found in the terms of sale, which you can find here, under Section B.
We will look to assist with issues where the product was purchased fraudulently, such as when a child uses a parent’s credit card for purchase without their consent. If you are working with us on troubleshooting for extreme technical issues or limitations, we may also look to assist, but we would prefer to try and resolve the technical issue so that you may utilize your purchased product. We do understand that things happen beyond the player’s control, and we will try and assist to the best of our ability.
The next thing we would look at is whether the purchase was utilized. If someone was having technical issues with the product, and we can verify their login information was *very* brief and disconnections continued to occur, we would troubleshoot the technical issue before looking to assist with a refund. That would be the last option pursued, as we would like our players to be able to experience the content that they have spent money to enjoy.
I have taken a look at your D3 activity, and your Necromancer. You have logged several hours on the Necromancer, and you have leveled from 1 to 70. This is well beyond the point where we would consider offering a refund for this product. I wish I had better news for you, but the answer that you received on your previous contact was correct.
Please let me know if you have any additional questions, and I thank you for your time,
Todd G.
Team Manager – Customer Service
Blizzard Entertainment
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I boughted the pack, played no more than 8 hours, disappointed and wanna refund. 2 sadly emails from their customers. First one says no refund cz I level a necro to 70 and I am beyond the experience. Second one says no refund even if I deleted it. So high-handed clause no matter how you were politely replying. A company plays a small game. Sorry, no more investment on it.
Second reply:
From: CS Supervisor
Sent: Wednesday, June 28, 2017 6:23 PM
Subject: RE: Todd G.
While I appreciate the offer, deleting the character does not absolve the amount of playtime and content that you have experienced on that character. This content is specific to your purchase, as you would not be able to play a Necromancer without buying the pack, creating the character, and playing it in the game world.
I would encourage you to not delete the character, as whether it still exists on your account or not after playing from Level 1 – 70 will have no bearing on whether you’re eligible for a refund. As stated previously, the amount of time that you’ve spent experiencing this content, and the amount of content that you have experienced, are the determining factors for whether we could pursue an exception to the terms of sale.
In this case, you have experienced well beyond what we could consider reasonable to try and assist with a refund for this purchase. If you would like to see our terms of sale for digital products and services changed to allow more flexibility in allowing a refund after purchase, or whether you would like to see a trial version of characters in D3 created, I encourage you to share your experience and feedback on our forums.
Thank you,
Todd G.
Team Manager – Customer Service
Blizzard Entertainment
First reply:
From: CS Supervisor
Sent: Wednesday, June 28, 2017 6:09 PM
My name is Todd, and I’ve received your request to review the situation with your Rise of the Necromancer purchase. I’ve reviewed your original issue, your account activity for D3, as well as your conversation with Khwolanghe.
I would first like to address the purchase and whether it would be eligible for a refund, before we discuss the account activity you have performed. The information you were provided was correct, in that all sales for Digital Content or Services are Final. This can be found in the terms of sale, which you can find here, under Section B.
We will look to assist with issues where the product was purchased fraudulently, such as when a child uses a parent’s credit card for purchase without their consent. If you are working with us on troubleshooting for extreme technical issues or limitations, we may also look to assist, but we would prefer to try and resolve the technical issue so that you may utilize your purchased product. We do understand that things happen beyond the player’s control, and we will try and assist to the best of our ability.
The next thing we would look at is whether the purchase was utilized. If someone was having technical issues with the product, and we can verify their login information was *very* brief and disconnections continued to occur, we would troubleshoot the technical issue before looking to assist with a refund. That would be the last option pursued, as we would like our players to be able to experience the content that they have spent money to enjoy.
I have taken a look at your D3 activity, and your Necromancer. You have logged several hours on the Necromancer, and you have leveled from 1 to 70. This is well beyond the point where we would consider offering a refund for this product. I wish I had better news for you, but the answer that you received on your previous contact was correct.
Please let me know if you have any additional questions, and I thank you for your time,
Todd G.
Team Manager – Customer Service
Blizzard Entertainment