I am an active poster on these forums, and I am very dedicated to playing this game. I am also one of the forum MVPs where I help others resolve technical issues and problems with Overwatch including providing instructions on how to resolve any account actions. I have had many discussions with the community AND with representatives of Blizzard, however in the end it comes down to my own personal experience, the observations I see from the community as a whole, and what Blizzard is willing to reveal to the community as a whole.
I cannot and will not detail everything I know about Blizzard Customer Service. However I will share details that have been made publicly available by Blizzard. This includes past developer and Blizzard representative posts, official support documents such as the Code of Conduct and the Appeal Instructions, and informational panels including 2018 Blizzcon’s Play Nice, Play Fair panel.
I warn players here on the forums that discuss your specific account actions is not a good idea on the forums, not only because it technically violates the Forum Code of Conduct, but in nearly every instance I have seen a representative of Blizzard look into such a user, they prove that user is, in fact, a person who has been actioned appropriately, OFTEN to the embarrassment of that user. Furthermore, I often know there is often information withheld from each individual case I have seen, and that leads to wild speculation.
For example, if I was to judge based on the forum post history of each player complaining that I see one of these posts, more often than not I would personally discover that each user has been actioned appropriately assuming his attitude is the same in the game itself. But that is my perspective and leads to speculation which is harmful to the discussion.
Just as equally, there is a LOT of hyperbole on these forums, Reddit, social media about the overall state of the game (not just the reporting system). Now I do believe Overwatch is NOT in a perfect state, especially with Competitive, I do believe Blizzard is at very least making sure that any player who is removed from the game, has done so appropriately.
I myself have walked a fine line in my play behavior, for the most part I am a DPS main in Competitive, I insta-lock my hero pick in every match, and there are matches that I fail miserably… very miserably. In fact, I am not gaining ground this season in Competitive, and it has led to some rather grumpy teammates who claim that they have reported me. However, in my entire history of playing Overwatch since launch. I have NEVER been actioned (or even warned) for my conduct in the game. In fact, I have only ever been actioned on the forums once (and I deserved it).
In the end, I still see no confirmed evidence that a player can be actioned based on a fixed number of reports received without investigation by Blizzard. I do believe reports are reviewed and build context to that player’s case when Blizzard reviews them. Blizzard does use voice chat logs, artificial intelligence, and game metrics to collect evidence to a player’s case. Blizzard will instantly ban a player if they detect any known unauthorized third party software (but again that is based on collecting confirming evidence). But I FIRMLY do not believe being falsely reported will get you in trouble. Blizzard has stated that all appeals are personally reviewed by a game master, they may send back a “generic response” because sending specific details or examples does not fix the behavior of that player, it gets them to try and work around it and still find ways to disrupt games for other players. Any of you can choose to believe me if you wish, but in the end, I am still not convinced that “the report system is broken”.
Thank you for your time. From here on out I have muted this thread as I am done with this specific discussion. So any direct replies, quotes, or responses will not be seen by me. Regards.