Blizzard Entertainment are a bunch of morons

I'm so pissed right now

I need to update my email on my WoW account so that I can sign up for WotLK testing and sort out some transfers and such. I need access to my original email to do this, which I've not had access to for years.

I phone billing as adviced on the site, choose the English option and get through to their French, English speaking team and was pleasantly surprised at his understanding given the first idiot I'd spoken to when their payment system went down.

Anyway, I'm going through all the details, do I know my account name? Yes, its .... Do I know my name? Well duh. Then things get interesting, which email was it, I can't remember if I used .co.uk or .com, I guess and get it right, do I know my security question and answer? Oh come on, we're talking 4 years ago, surely you can tell me what the question is? Apparently not. No worries.

Now they want my authentication key, I go to the book shelves and get the stack of boxes, and explain that I have 5 copies of the game, I have no idea which related to which account and that some are my husbands. The guy points out that this isn't a problem, he can tell me which it is when I get it right. So I give him the first key, he says it is incorrect and does not match my account, he then says I can call back with another, but for now, my account is frozen, good bye and good luck...

Not a happy little bunny right now

They need to know your question and your answer? They idea of a security question is that they ask you it, and you give them the answer you gave upon registration. That alone would be enough for me to mail them a slap in the face.

I got through to someone with a brain this time. He said my question might have something to do with a pet, which doesn't help all that much, I could name at least 40 of the pets I had when I signed up, but hey, its a start...

1 pet name down, 39 to go.

Are they making you call back every time you get the pet wrong, too?

Yes, thankfully its a free phone number though

Never, ever mock Blizzard.

Aww, but that's the only use I've found for them?

This sounds a like standard case of PEBKAC. Those Blizzard guys aren't very good at dealing with that.

PEBKAC? You mean Kotch is being dim? She's not being dim. She needs to update her info and, as happens with online accounts overtime, some of the details have been lost.

All she wants to do is confirm the legit info she has against her account - one rep could do this on the phone with her quite easily - but instead they keep hanging up on her and making her call back. This is often call center policy (that the agents stick to) because it makes for shorter call times. It is silly.

Am I the only one wondering what PEBKAC stands for?

Problem Exists Between Keyboard And Chair.

(aka dumb user)

Ah.
Nope, that's not it. She registered with a security question and answer. Typical protocol is that they ask her the question to verify her account, not ask her what the question is along with every other piece of information attached to it. The fact that they stray from this alone makes their customer support regulations the problem. Just doing that one thing right would have things running a lot more smoothly, both for her and several other subscribers, I'm sure.

Thanks both of you, I'd chosen to ignore the comment above by onlygettingbigger since they clearly don't have a bloody clue about anything.

Problem is now sorted after 30mins of demanding to speak to someone higher up, who eventually unfroze the account, asked me the exact question chosen (which left only one possible answer, obviously) and I now have a fully updated and functioning account.

Yay! Well done - I meant to add earlier to ask for a supervisor and that the rule in the place I worked was if the client asked to speak to a supervisor three times then the rep had to comply. Seems to be fairly universal as it has always worked for me calling in to other places.

But anyway - ne'er mind that - you stiched 'em!

It's funny, I felt like I liked WoW when I played it, but thinking back, all I can really remember is how immensely boring it was.

Starcraft 2 & Diablo 3 plz kthx!