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?
Those emails go to the Community dept, not to the CS dept. So for the purpose you’re looking for, they won’t work.
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.