Activision Support Case

(The information possibly regarding stat resets begins at 22 minutes, 14 seconds)

Chat Started: Thursday, June 04, 2015, 11:58:09 (-0700)

Chat Origin: Call Of Duty EN Auth

Agent Mauricio M

( 5s ) Mauricio M: Activision Support reporting for duty!
( 59s ) Grant Clark: Hi, I've been waiting 4 and 1/2 MONTHS for my issue to be fixed, why does it take THIS long to sort such a simple issue?
( 1m 24s ) Mauricio M: Thanks for reaching out Grant. I'll be happy to check that for you. Before we proceed, may I know what console are you using and may I have your gamer ID?
( 1m 40s ) Grant Clark: Xbox One and QuantumEternity
( 2m 11s ) Grant Clark: Honestly, this has gone on long enough and I want some actual support for once
( 3m 7s ) Mauricio M: I see. May I know if you have a case ID at hand or can you briefly describe the issue so I can check the cases on your account?
( 6m 12s ) Grant Clark: 04310612. I've been trying to have you guys sort my issue with not receiving my weapons mastery top, gloves, and exo, but every time I contact you guys, I literally get no support whatsoever. Every time it's "Sorry, we're waiting on the other team to sort your case", but never, "So, this is the progress on your case" and the actual status of my case. I want updates SPECIFICALLY about what is going on with my case and I want this DONE
( 6m 57s ) Mauricio M: I understand. Thanks for the information. I opened up that case ID and reviewed the details on it. I believe this is regarding a challenge reward that you haven't received yet right?
( 7m 24s ) Grant Clark: And if you cannot provide me ANY updates on my case, it further proves that nothing even remotely supporting occurs at Activision, since there has been NO feedback from the team dealing with my case for over 4 MONTHS nopw
( 7m 27s ) Grant Clark: now*
( 7m 43s ) Grant Clark: Yes, you are correct in what the case entails
( 8m 7s ) Grant Clark: Which is also what I had written after the case ID itself
( 9m 32s ) Mauricio M: I understand what you're saying. Honestly, I understand how you feel since I personally encountered the same issue with my Weapon Mastery challenge. Though just to be frank, as much as we would like to provide any specific information about how the case was going, I'm afraid we won't be able to as this is currently being handled by a higher department and we're also looking into updates being sent to us.
( 10m 3s ) Mauricio M: You're still to receive an email from one of my colleagues you spoke with before if there are news about this issue.
( 11m 57s ) Grant Clark: But I haven't got any emails, meaning there has been no feedback provided by the team handling my case. I am 99.9% sure in my assumption that the reason for there not being any feedback, is simply because your clients in small numbers are never a priority, meaning I am also 99.9% sure that my case hasn't even been remotely glanced at.
( 13m 18s ) Grant Clark: And I may be wrong. Maybe I am wrong about Activision Support, but honestly, it should not take this long to solve such a simple case
( 13m 50s ) Mauricio M: I see. It's understandable that you'd think that way, Grant. Especially with a case that has been on going for a few months now. We apologize if no one has reached out to you yet, though the reason mainly, is because we ourselves haven't received any new updates yet. Everyone you spoke with are still following on your case as I see it on my end, which means, by the time the case was updated, all of us are going to be notified and one is bound to send you an email as soon as possible.
( 14m 31s ) Mauricio M: The best way that I can help you out at the moment would be to send a follow request to the appropriate teams, I'll get back to you within the next 24 hours regardless if there's a reply from their end or not.
( 14m 32s ) Mauricio M: Would that work?
( 15m 24s ) Grant Clark: Okay, but I'm not talking about your team, I'm more focused on the team actually sorting my case. I would say yes if someone else had not done the same thing before. And I received no information whatsoever regarding the actual status of my case
( 15m 49s ) Grant Clark: Can you tell me with 100% certainty that someone of the higher up team is handling my case?
( 17m 30s ) Mauricio M: To tell you frankly, the case on your account is a part of the current issue with the game that affects a number of players. This means that the progress of the case depends on the progress of the investigation as to what's causing this issue. Also, an article on the website has been made available before:
http://support.activision.com/articles/en_US/FAQ/Did-Not-Receive-Rewards-for-Challenges-Completed/
( 18m 43s ) Mauricio M: We sincerely apologize if this issue has been on going for months now, but I can tell you that this is still currently being worked on and a resolution is intended to be applied for everyone who got affected by this.
( 20m 29s ) Grant Clark: Ok, honestly, I this is somewhat helpful, however these steps do not apply to me as these challenges have been completed, and I have tried re-doing the camo challenges. I want to believe this is being solved, but I dont even know if it'll be solved by the next Call of Duty title. If this is not solved soon, you will have lost a loyal customer. Unless of course Activision doesn't truly care because of the sheer amount of customers they have.
( 21m 27s ) Grant Clark: I have tried, I have tried to be patient, but patience is going nowhere. If I can't get my rewards and auto-complete the challenge, there must be a way to reset said challenges
( 21m 33s ) Mauricio M: I understand. And I would like to thank you for your patience and understanding. Hopefully, we can get news about the case sooner as we don't want to lose you as a player.
( 21m 50s ) Grant Clark: I would be fine doing these challenges again as long as it can work.
( 21m 55s ) Mauricio M: Rest assured that you'll be receiving an email from me within the next 24 hours and i'm sincerely hoping that it'll contain good news.
( 22m 14s ) Mauricio M: For now, do you have any other questions apart from this?
( 22m 58s ) Grant Clark: Yes, is it possible to reset the challenge progress of certain challenges. Maybe not you personally, but in general, could it be done for re-completion?
( 24m 5s ) Mauricio M: Honestly, it's already been brought up before and was forwarded to the appropriate teams. As of now, we believe that applying it would mean recoding the whole challenge system but this has been brought before as a suggestion and there's a possibility that this is being considered.
( 24m 48s ) Grant Clark: ok
( 25m 12s ) Mauricio M: Alright. Thanks for chatting with us today, Grant. If you have any other questions relating to Call of Duty, please feel free to contact us by logging on to http://support.activision.com/Contact_Us or via Social Support (Twitter/Facebook/Community Forums) 7 days a week. Have a good one!
( 25m 26s ) Grant Clark: thanks