I understand there is a way for customers to submit feedback regarding their experience interacting with customer support representatives through surveys. However, is there a way for customers to report representatives who are not following guidelines and/or following conduct? If so, how?
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Those emails go to the Community dept, not to the CS dept. So for the purpose you’re looking for, they won’t work.
Edit: The posts containing the emails was removed.
To your original question, the surveys are the only method for leaving feedback on the GMs that work your tickets.
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So let’s say a CS representative lists false accusations on an account and inserts their own opinion that conflicts with Blizz’s own Conduct. The only way to report that representative is to do a feedback survey, one that will undoubtedly be ignored? That troubling…
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Those don’t get ignored. They actually go to the supervisors. Like most service tasks, the surveys are a major metric in performance evals.
While they do make mistakes, and false positives can happen with the anti-cheat software, what you are saying seems unusual. Keep in mind that the Player code of Conduct and the game ratings, or Blizzard’s employee policies, are separate things.
If you need to provide GM feedback you really do have to use the survey.
I can provide proof, but of course that will get me banned on the forums. There’s no other way to reach out with evidence either. It really does seem like a boy’s club when they make it hard to identify and shut this type of behavior down. But I digress.
I don’t have much faith in this, given feedback is regularly given to Blizzard and it is seemingly ignored. I will just assume that there is no way to report specific practices to Blizzard and that CS will continue to be a horrible experience.
You were told how to report it. The survey is the ONLY option you have.
Further, if you violate the game policies, or forum polices then you should expect to be penalized. Upholding the rules is not a violation of the Blizzard Employee policies - it is literally their job. You might not LIKE that you got penalized, if that is what happened, but that would have been a direct result of your own actions. This is true even if you did not realize what you were doing as a violation. It is an opportunity to learn the rules and not make that mistake again.
Again, it is not the fault of the staff that they do their job and uphold the rules.
You might want to better familiarize yourself with the Forum Code of Conduct.
As another, player, I can’t see your account or anything, but these might be relevant.
Harassing or Defamatory
This category includes both clear and masked language and/or links to websites containing such language or images which:
- Insultingly refer to other characters, players, Blizzard employees, or groups of people
- Result in ongoing harassment to other characters, players, Blizzard employees, or groups of people
If a player is found to have participated in such actions, they will:
- Be given a temporary ban from the forums, depending upon severity
Harassment takes many forms, and is not necessarily limited to the type of language used, but the intent. Repeatedly targeting a specific player with harassment can lead to more severe action. The idea behind this is to prevent any one player from consistently being uncomfortable in the forums.
Discussing Disciplinary Actions
This category includes:
- Creating posts or threads to discuss disciplinary actions taken against a player, including chat logs and email correspondence between a player and a Game Master (GM)
- Creating posts or threads to discuss disciplinary actions taken against a character or account on the forums
If a player is found to have participated in such actions, they will:
- Be given a temporary ban from the forums, depending upon severity
If you have questions or concerns:
Or maybe this one
Spamming or Trolling
This category includes:
- Excessively communicating the same phrase, similar phrases, or pure gibberish
- Creating threads for the sole purpose of causing unrest on the forums
- Causing disturbances in forum threads, such as picking fights, making off topic posts that ruin the thread, insulting other posters
- Making non-constructive posts
- Abusing the Reported Post feature by sending false alarms or nonsensical messages
- Numbering a thread, IBTL, TLDR, or any other fad statements
If a player is found to have participated in such actions, they will:
- Be given a temporary or permanent ban from the forums, depending upon severity
I never said anything about upholding game or forum policies. The first post here literally has this sentence:
I understand there are rules and they are needed. That wasn’t the topic of this thread. This thread was reporting the bad eggs to higher ups. I am very aware of the Forum Code of Conduct as I’ve had to remind CS staff of what the forum guidelines are. Please don’t assume things.
Why were these emails removed?
From the forums? I assume for violating the forum rules. Please read them again.
Creating posts or threads to discuss disciplinary actions taken against a player, including chat logs and email correspondence between a player and a Game Master (GM)
Your opinion on what the rules are, and Blizzard’s opinion seem to differ. This is not a battle you are going to win.
Your ONLY option, as you were told, is to use the surveys at the end of tickets.
The poster included some misinformation that wasn’t related to the emails themselves.