item-restoration
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Behind the scenes as a [REDACTED] Game Master
Once upon a time, I worked as a game master for a very popular MMORPG. My duties were relatively simple: help players out of sticky situations and enforce the rules of the game when it came to cheating, harassment, and general player behavior. A game master's role is to protect the player from any and all potential game dangers, up to and including the player himself. In my work as a GM, I saw many amazing things. I saw guild members contact support staff because they were worried about another player's real-life wellbeing. I saw incredibly complex scams across multiple players and accounts that, while infuriating and exceptionally against the rules, were astonishing in their genius. And of course, I saw lots and lots of cybering.
The Daily Grind: Do MMO studios owe us item restoration?
MMOs vary widely in their account and item restoration policies. In some games, like some of NCsoft's offerings, if you're hacked or you lose access to your account because your memory is toast, it's game over unless you happen to have your original account key. In games like Lord of the Rings Online, you're not guaranteed full reimbursement of your money or gear if a hacker strips you naked and leaves you dancing on a mailbox. BioWare won't refund guild bank items stolen by rogue guildies, either. In World of Warcraft, you'll almost always get your account back if you're hacked or you accidentally delete your favorite hat, but it might take an agonizingly long time. This week, Blizzard launched a new item restoration service that attempts to solve the second problem by simplifying the process of reclaiming lost trinkets (though not items stolen by hackers). I was surprised that Blizzard considers this a problem worthy of automation, but maybe it's more common than I thought. So now I'm wondering whether companies are actually obligated to restore items we've lost through our own goof-ups. Do you consider this a vital service of a support team, and would you quit a game if your items were truly gone for good? Every morning, the Massively bloggers probe the minds of their readers with deep, thought-provoking questions about that most serious of topics: massively online gaming. We crave your opinions, so grab your caffeinated beverage of choice and chime in on today's Daily Grind!
Blizzard launches Battle.net Item Restoration service
With the advent of transmogrification, void storage, account-wide pets, and lots of other item-dependent features, it's seemed a little odd that Blizzard hasn't been allowing item restores via the GM queue. Well, that apparently ends today -- both the inability to do so and requesting to do so via GM ticket. Now, your Battle.net account page has a brand-new service: Item Restoration. It's a free service that you can perform once every 30 days to retrieve lost, deleted, or vendored items immediately. In the event that you disenchanted an item instead of deleting or selling it, you'll still go through the regular GM ticket line to have your case looked at. Kudos to Blizzard for finally making this service available -- it was a huge stress on the GM queue and an inconvenience for players. Now everybody's happy. Probably. Announcing: Battle.net Item Restoration Starting today, players can access a new system that will allow players to recover World of Warcraft items that they may have sold, destroyed or disenchanted: Battle.net Item Restoration. With this new self-service option the recovery of an item or items that were recently deleted or sold to a vendor can be restored to a character immediately when using the ticket submission system on our support site. For any items that were accidentally disenchanted the same method can be used to request a review by Customer Support for restoration. This restoration option may only be used once every 30 days on active World of Warcraft accounts that are in good standing. As this option has a limited availability and use, we still encourage caution when selling, deleting or disenchanting items. While Customer Service always strives to help whenever we can, with the introduction of this self-help feature we will no longer be able to assist with these types of requests. Additional details can be found in the following Support Article: Battle.net Item Restoration. source
Account Administration encouraged not to restore hacked characters
Please see the update to this original post. In a stunning revelation from a veteran account administrator at Blizzard, WoW.com has learned that account administrators are being encouraged by Blizzard managers not to restore people's characters and items after their account has been ransacked by gold sellers and keyloggers. Instead, account administrators are being told to give people a "care package" and get them to accept the package in lieu of total account restoration. If the player does not accept this care package, they are then forced to go into a character restoration queue that is consistently several days to weeks long. According to sources familiar with the situation, this "care package policy" has been implemented in order to lighten the work load of those Blizzard employees who perform account restorations. Similar policies have existed at other times account compromises have been high, such as during the transition from Vanilla WoW to The Burning Crusade. This care package being offered consists of the following:
