The average ticket response time from customer service is now 12 days 5 hours as I type this. In what world is this appropriate? We pay our hard earned money to play this game and I am currently waiting upwards of 2 weeks to hear back regarding an actual issue I need resolved. What is going on here?
How many tickets have you been putting in? I have only gotten long wait times when I have put in several tickets in a span of a couple of months.
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I rarely submit tickets… maybe 1 or 2 a year if that.
I had a ticket few days ago it got answered in like 5 hours by a person
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While I have a lot to criticize about WoW… a lot, really… I have to be fair and say that customer support is not one of my points of criticism.
The last time I sent a ticket, it was answered on the same day, to my satisfaction. However, I must add that I play on the EU servers. So, it might be different in that regard.
The last time I put in a ticket there was a 30 day+ wait time, so it seems like things have improved.
You can try posting in the CS forum and seeing if one of the blues there can suggest what’s going on.
If you’re just trying to clear up something in terms of account details or recovery or whatnot… Might be worth checking your email to see if they’re waiting on something from you. Spam/junk folders included.
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They’re sifting through thousands of petty complaints, like I got killed by a hunter in PVP and I want a troll with 6 toes. You can blame your fellow players.
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I’m pretty sure different issues have different wait times. e.g. billing is faster than in-game issues.
What was your ticket about?
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That’s 20 days shorter than the last time I had tickets.
Which at the time was apparently due to a major issue in Classic.
Last time I had a ticket (about a trading post glitch) it took about that long for me to get a real person response telling me that it was a known bug they don’t have a solution for, so stop ticketing. I’m not happy, because the glitch ate a bunch of my currency without giving me what I bought.
Oh, I’m not saying I’m satisfied with the overall situation. Quite the contrary, if it weren’t for the community (I play on an RP realm where we create our own stories), I would have turned my back on WoW at the end of Legion, and for good. What has been going on since then, and apparently continues with TWW (third lazy recolor of dwarves as an expansion feature… 
)… just no.
Regarding customer support, I can only speak from my own experience, and personally, it was positive for me. But as I said, it might possibly run better in the EU than in the USA, or it was indeed just the exception, which of course is also possible.
Same here. The few times I’ve contacted them they’ve answered expeditiously enough and resolved it to my satisfaction. But then I also don’t go bugging them about minor things either. There is enough information out there about the game that I can normally find my own answers to things.
? I have posted hard data- facts- of the average ticket response time currently being 12 days 5 hours. Even confronted with this data, you still resort to personal anecdotal evidence? Do you think this is appropriate?
You know your “hard data- facts-” are also personal anecdotal evidence right? RIGHT?
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Please quote me the source of your hard data facts… because your
is just that.
Thanks.
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wat? The average wait time is the average amount of time customer service replies to open tickets… lol… it is not some sort of personal metric that only I see… it is what everyone currently waiting for a reply sees (in NA at least)… yikes…
Someone already asked this, but what is your ticket about? That can explain why you’re waiting so long.
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That last CS layoff was 2012 when they laid off 600 people from CS. There have been no significant layoffs from CS since then. CS supports ALL the Blizzard games and services, not just WoW.
That is the longest tickets in queue, including specialist tickets. Most tickets won’t take that long, esp ones that are higher priority. It is not an estimate of when YOUR ticket will be answered and is not a count down.
What is the issue you need help with? It may be something you can resolve yourself with the self help tools, or even something GMs can’t help with.
The Customer Support forum serves as an Information Desk to help you navigate the support system, explain policies, explain services, etc. They may be able to give you a more accurate estimate of your ticket time of a better route to solve your issue.
You can MOVE your own thread to the CS forum by editing the first post using the edit pencil icon. Use the drop down menu to change it from the General Discussion forum to the Customer Support forum.
P.S. Just getting this out of the way now. Someone there will probably remind you that we don’t pay for anything except game server access when it is up. Forums, GM support, tech, etc are courtesies they don’t have to offer. Technically. You don’t pay for Customer Support and they don’t have to give it to you.
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Blizzard has better customer service than walmart
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