Blizzard complaint: Account stolen

My complaint:

So, my account was stolen from me. Not sure how this happened and not necessarily important. What is important is Blizzard’s lack of customer support. No live person to speak with on a phone or even chat. Everything has to go through a ticket submitted to their support team with a promise to hear back within 24 hours. Well, I did this and we are now 30 hours past and still no response. The horrible thing about this is that I have no idea if my ticket was received, if its being reviewed because the only way to view the ticket is to login. Well, I can’t login because my account is stolen. When I try, it says my account does not exist. Blizzard needs to step up and fix this customer service blunder. If anyone knows how to get through to a live person, I would greatly appreciate that. For now, I am helpless while someone somewhere has access to my profile and data.

Suggested solution:

First restore my account back to me. Second, create other options for people to communicate their problems. I realize Blizzard cannot think of everything, but this is a pretty severe issue. I don't like that other people have access to my account and I can't even lock it to protect myself. I'm at the whim of an online ticket that I can't even vview after submitting.

While Blizzard finally reached out to me and resolved the issue, it wasn’t before they made a point to tell me in an email that it is the owners responsibility to maintain security. I can certainly agree with this to a point. Unlink normal theft, the product in this case never actually leaves the possession of Blizzard. In other words, they know exactly where it is and can easily retrieve it but instead feel inconvenienced by my plea for help. This would be like your car manufacturer knowing exactly where your stolen car is but refusing to help the police. It just makes no sense yet we pay this company a decent amount of money for their product to have this kind of an attitude. Shame on Blizzard for treating their customers like this. I really expected more empathy.

Quote from email: “
Dear Thomas,

Issue ID: 88885666

Your ticket has received the following response:

ATTENTION: The account owner is responsible for the security of this account. If the account is compromised again in the future, we will not restore in-game property. To avoid this, we ask that you attach a Battle.net Authenticator [https:support.blizzard.comarticle000010363].

Hello there!

Game Master Daerdrin here, thanks for reaching out. I understand someone had changed the e-mail on your account. I would be happy to take a look into this for you.

After checking into it, I was able to revert the e-mail change and also e-mail you a password reset. Once you use the link to choose a new password, you should be able to login normally. After you login, please visit the Security section of your account page and choose a new security question. Any missing in-game items we could recover will be in the in-game mail for each affected character.”

To be clear, I wasn’t asking for in-game property to be restored. I was asking for my account to restored. This phrase in this email is simply inappropriate and not customer friendly.