Bought the re-customized,but don't work

I bought the recustomized service, when I enter my game ,I saw the button to recustomized, I click and I could edit my character,but when I click ,"Accept", told me "Could not customize character". GM told me should delete or rename the patch-w.mpq and patch-enUS-w.mpa, but in fact in my folder I found "patch-2.mpq","patch-3.mpq","patch-enUS-2.mpq"and "patch-enUS-3.mpq" the 4 files. If I delete only patch-2.mpq and patch-3.mpq ,the game could run but I can still not to recustomize. If I delete them all, the game doesn't even work.
So please help me to improve that, thanks a lot.

Try changing hairstyle to different ones. Use the barber in-game to change it to the one you actually want.

Tried all the hairstyle， still couldn't

Is there someone could give me a hand plz？