They do have Customer Support, but the big layoff in 2012 changed a lot. That was when 600 were let go.
The CS folks support ALL Blizzard games. There are no support people just for WoW so you are in the back of a queue with thousands of other people. Billing issues, account compromises, account access issues, etc.
Most things people ticket for are not things GMs can help with, or there are now self help tools so the system tries to sort things into buckets and hopes those helps…and that if it does not you will re-open the ticket.
Info here
It is NOT OPTIMAL and is very frustrating for users. The biggest issue I have is that they don’t tell you WHY something gets a template response so the customer is left upset and frustrated. I don’t mind being told “no, we can’t help with that” but I need to know specifically why.
Like, GMs are not allowed to give game hints, they can’t restore anything not in the game logs recently, they can’t exchange quest rewards, they can’t fix individual account bugs unless GMs give them permission. Stuff they never could do, but players don’t realize that.
Stuck, most item restore, mail restore, char undelete, guild dethrone, etc. are all self help tools know which is nice, but it can be confusing if a player does not realize that the GMs are not allowed to do most of those things now that players can do it themselves. Suck being one of the big ones you might still need a GM for if it does not work. Some of the others are now hands off.
Again, frustrating. If you ever need guidance on how to best use the current support system, head to the Customer Support forum. That is an Information Desk that helps folks navigate support, answers policy questions, explains services, etc. It can save a lot of time and frustration instead of waiting on tickets that either can’t be assisted with, or that are in the wrong category.