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Bluetracker

Tracks Blizzard employees across various accounts.

Blizzard is compensating players with Naxx issues

I have received an email from Paypal this morning that Blizzard has refunded my $8.99 I paid for the first Naxx adventure which didn't unlock.

When I logged into my Hearthstone account, I discovered that I have 700 extra gold and 40 packs. (40 packs??? Are you kidding me?)

So for my $8.99 purchase that went bad, I was given 700g to purchase the adventure + over $50 worth of packs + still received the refund.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    There's been no official word as to why some people have received compensation via card packs, plus gold to buy Naxx, as well as their refunds, though. I've been waiting for over a month now, my refund appeared out of nowhere and there's been nothing sent out by e-mail or put on the forums to explain what we should be doing with this refund. Are we expected to just try the purchase over again?

    Edit: Just as frustratingly, I submitted a ticket asking these exact same things a couple of hours ago. The reply said that the GM didn't have the answers to any my questions, but stated that a fix was hoped to be coming with the GvG release.

    A post on the official forums is in the works for this evening. In the meantime, you should be able to purchase Naxxramas now if you wish.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    I posted this to the original submitter but I figured I could also ask you since it seems you are a Blizzard CS rep.

    Do you just know if naxx locked up for us? Did we have to complain or submit a ticket? Mine locked up but since so many other people's also locked up I never bothered putting a ticket in. I knew it would eventually be fixed and I just decided to wait it out. Mine was fixed in less than a week and it only affected my first wing purchase that I purchased with gold. I was able to play the first wing fine after all that. Though I wasn't able to purchase the other wings until later. Should I submit a ticket now? Or should I not even bother with it? Thanks so much!

    I'm a Community Manager, actually, but that's neither here nor there.

    We have better records of those who submitted support tickets, but a number of players had issues resolved when we implemented fixes. It sounds like you were one of those players.

    If you only experienced the issue for a relatively brief period and the shop has been working for you for some time, it might be best to avoid submitting a support ticket just to help avoid congestion for those who are currently experiencing issues.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    It's possible, although just yesterday community managers were posting in the #fixourshop thread saying they had no idea how long it would take to fix the problem, you would hope they would have let people know a fix was hopefully imminent.

    To be fair, I did say 'very soon', not 'I have no idea'.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    My shop is still broken and I didn't get anything... hoping this is just something they have to do on a case by case basis and it will be fixed later today.

    Some of you may still have lingering purchasing issues, but those should be cleared up with the upcoming Goblins vs Gnomes patch.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    Yay! I was correct on the internet. Time to get the kids from school and go celebrate.

    Being right on the internet is very important.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    Here's hoping they haven't finished rolling out this compensation to people - I got an unexpected refund for my full Naxx purchase to PayPal last night, but no cards or gold - and still no Naxx. So at this point I have no idea if I'm supposed to try to buy it again, wait, submit ANOTHER ticket, or what. D:

    We didn't actually furnish Naxxramas to those who were affected, so you're free to purchase it now if you wish.

  • Daxxarri
    Posted 11 years, 1 month ago (Source)

    It is most likely a coincidence. They did some hefty maintenance on the battle.net platform yesterday, including a lengthy closing of the HS shop, likely in preparation for the GvG release. Whatever issues were left over from Naxx were probably resolved in the process.

    Just for clarity, you are correct--and not to mitigate the efforts of everyone coming together to bring light to this issue--but I think it's important to point out that the timing is coincidental. Like I said yesterday, this has been a top priority for us since the issue arose, and resolutions like this simply can't be implemented in 12 hours.

    It's also worth mentioning that this issue isn't actually a single issue--it's a patchwork of issues that each required their own resolution, and we've been fixing affected players continually over time. This round addresses some of you who have been affected the longest.

    We still have some work to do.

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