When I first started playing in 2017 I literally got to talk to customer service online and number of times and they were always very helpful and always very professional. So I don’t want to say that this has always been this way. But after they did those layoffs I’ve noticed that customer service is just absolutely not even worth getting in contact with. You get the automated thing half a dozen times and then when somebody does finally get on the line or email or whatever there completely useless as far as I can tell. I’ve not had any of them actually be helpful since the layoffs
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If it was AI it would actually be more helpful.
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Then keep me there and don’t respond.
You have no idea what I’ve dealt with concerning that person on multiple accounts. And they are on ignore for a reason. Don’t defend harassment, please. Especially when you don’t know the full story.
Thank you. Let’s stick to the topic.
Unfortunately, I’ve seen this fail to work for a few people. 
Sorry hate to quote my own self here but I said online I meant on the phone. When I first started playing world of Warcraft I had talked to a number of customer service reps on the phone a few times and always always was absolutely 100% satisfied with customer service not so much anymore
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Agreed 100%. Customer service used to be awesome. Obviously some of this is a matter of being a bigger company, but the layoffs you brought up paint a picture that implies this lack of quality is unnecessary and a result of poor leadership decisions.
As usual, the bean counters need to make sure their bosses can afford a third yatch rather than investing the money this game makes into the game itself.
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Well that doesn’t quite help me…
And yes, I reported the bug, and yes, it’s up on the bug forms, which has yet to have a single response.
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The bug forum is where things go to die. They are passing the buck to placate the customer and from what I can see, that forum is getting longer and longer and longer.
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I understand. But there isn’t anything that can be done. I had a similar issue when I was mining rare ore in Zereth Mortis, my mining was suddenly reset back to Legion mining skill level 1. All recipes I had learned were wiped, all skill wiped. I sent in a ticket, they could see I had all of the achievements for mining from Legion onward. But due to the nature of the bug… they couldn’t do anything for me. I lost an entire expansion’s worth of work. It did suck. But that wasn’t something they could fix.
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A GM granted me an achievement I earned. Nobody is saying they can grant everything, but what he said, they absolutely can, and they have.
I tried explaining that to him/her once before. They made a comment about how everyone hates them. I explained that they post very aggressively and with a lot of animosity (case in point, their fallacious statements about me) and that if they wouldn’t post those things, they would probably not be so universally disliked.
CS for Blizzard started going in a downward spiral around 10 years-ish ago. It was around 2018 that it pretty much hit rock bottom. The strange thing is, Blizzard once told people that no CS were laid off. If that’s the case, what the heck are they doing? Letting machines answer while they do…?
First off, you’re blowing this well out of proportion. All I did was prove you wrong (politely) and you grossly overreacted. Second, what “multiple accounts?” This is my only account.
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My ignore list is not full and yes, I have done all of these steps.
The problem is simply this system does not work in game. If the character you are trying to ignore is on the same server you are on, it will ignore all those characters that profile has on that server.
However, if that person is on another server or has characters on other servers, it will not work. I even tested this a few times with a friend to make sure this was the case. If you get a whisper from someone on another server and you block them, all that person has to do right is switch to another character and whisper you again.
And this is not even going into people using multiple profiles to get around the block.
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No CS were laid off? I find that hard to believe LOL because what caused the decline in customer service quality if it wasn’t for the layoffs? How else can they explain it? Did they replace everybody that was actually doing a good job?
I love this game and in the past I have loved Activision and blizzard both. I’ve loved both of their games I still have games from the 90s in a box around here
But I’m not going to lie to myself and pretend that there hasn’t been an obvious blatant decline in both the quality of the games and customer service
I’m not here to complain about it I just play the game and don’t even bother filing tickets much anymore because of it. But if I’m talking in a thread that somebody else made about it yeah I’m completely disappointed in the direction things have gone
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Well, back then they could fix a lot of stuff, which was great. And this is the reason most people have been so upset with CS in the last years. Because they know exactly what was lost and that the quality went completely down the drain.
I would even go so far and say that most of them got laid off over the years. As far as I know, Europe doesn’t even have a single community manager anymore.
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Yeah, the ignore system has issues, exacerbated by all of the cross server stuff now.
Unfortunately, all you can do at the point is report and ignore, then hope Blizz finally sees the pattern from that one person. Which absolutely sucks and is stressful. I’m sorry.
What happened to me could never have been fixed at any point in time.
People tend to misremember things. Just because the GM was in game or whispered you in chat, doesn’t mean they could fix everything. The same things that can’t be fixed now, couldn’t be fixed back then either.
We just talked to someone back then instead of receiving messages in a ticket system.
They know how to do it - they are not allowed to do it in most cases. They do not allow GMs to grant achievements and nothing you submit to them is counted as “evidence”. They go by their own logs. Granting achievements is not something they let GMs do - with super super rare exceptions.
I found it hard to believe too, believe me. My first thought was “Then what in the world are they doing?” When you design a system to improve efficiency, you find useful things for people to do. CS exist to help customers with issues.
I really don’t know what caused the decline. One day, I was talking to a GM about (as stated above), an achievement that did not trigger and they gave it to me. Then the ticket system was born. Now, I didn’t think bad of it at first because ticket systems are not uncommon for CS, IT, etc. But when you have robots replying with things that are not helpful at all, have absolutely nothing to do with your issue, point you to outside websites that have had issues with spyware, you know there’s something wrong. And it didn’t take people long to see it.
Yes, the quality of the game has declined too. However, profits still remain high due to tokens, MTX, mounts, etc. If your subs decline, you can use that supplement income to keep CS experiences top notch.
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It’s okay like I mentioned, I downloaded an add-on that just blocks all whispers.
Problem solved, but kind of sucks that I can’t talk to people that way anymore.
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Technically it could be true.
They may have shifted people to other position and not backfilled and then people quit and they didn’t back fill. Most of what they communicate is well crafted marking speak as to not upset shareholders or the public so they can keep stock prices up.
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Public relations are bright!
I wish someone would let them know that you can make shareholders happy as well as customers. Amazon, Costco?
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Just to follow up, the CS forum thread was updated with an answer for Guthild. It was not ignored, and was escalated. Should now be resolved. It was not, as was suggested, “404ed”.
Not saying the CS they have now is great, because it is not, but the Forum Support Agents are a pretty solid source for getting help navigating what is left of CS.
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