dissapearing characters?

My friend is trying the game out (free trial) but hes having a problem. Last night, we ran a bit of the game, to like lvl 3 or 4, an he logged out. When he logged in today, it didnt save his character, and he was sent to the character creation screen again. This is really turning him off from trying this game cause "wow doesnt delete yer characters when yer offline".
Need help plz

Assuming the free trial period hasn't expired, that's got to be a bug. Better put a ticket in.

9 days left :p

The most common causes of 'lost character' are:

-logging in with a different username
-logging into a different server

If you've ruled both of them out, then definitely put in a ticket. Try in-game first, then tech.