Sadly, I think Comcast used to have the worst but at least they attempt to fix the issue or eventually resolve it…that is saying a whole lot right there.
Imagine – your company being rated against Comcast as the bar.
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I’ve never had comcast, but quite a few online friends I’ve had have never said anything good about it.
That is pretty funny, sad, but funny.
I’m seriously waiting for this thread to get reported by greens and deleted. Can’t have people highlighting a true problem and get away with it.
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Exactly, and for whatever weird reason, we have people continuing to say “GMs never did x thing before!” to try to gaslight people into thinking that this was the status quo for 20 years.
And as a customer, I certainly don’t care about how things work in the background or the politics behind it all. As a customer, I just care about it working period, which it clearly doesn’t often nowadays.
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Did they explain why they couldn’t fix your issue?
I’m curious because every game has logs and resets can be made to when you last had the skills. Since the character reset would only be on your character, they should have been able to do it very easily… especially if they could see exactly when it happened.
Something doesn’t add up with their lack of helping you.
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Unfortunately, this is the nature of the beast… nowadays. Everyone is going to be able to see what they want to see in an argument or discussion.
Some say politics, because that’s kinda relevant in our country’s climate.
Although, the term gaslighting has been thrown around a lot in this thread. I’m not sure if anyone actually knows the definition. Because literally, no one is doing psychological warfare on anyone.
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CS gives a person an answer they want to hear = they are the best CS in the whole world. But when a CS doesn’t give a person an answer they want to hear = the response that they are the worse CS service in the whole world.
This never changes and why I refuse to ever work in the industry as a CS for any company. I am not nice enough to deal with people, where 50% the time they attack you for just doing your job how the owners of the company expect you to.
Sometimes its wonderful when you own your own business and when you see or hear of a person giving your CS a hard time you take over and tell them right where they can go.
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It’s an attempt at misdirecting. Anything to get your focus off the experience you had with them.
This is what many forget. If I build you a widget and you complain that it doesn’t work. I can’t tell you “Well, our production team are not very good”. You don’t care, you just want a widget that works, as you paid for. Their intra-company issues are their problem, not yours.
I know words have more than 1 meaning. But in discussion terms, when someone is gaslighting, they’re trying to use mental gymnastics to make you think you’re wrong, when you’re really not. This can be done by someone using a bunch of big words, tossing out formulas or confusing statements that might likely confuse some people to where they really don’t know how to reply.
Many years ago, they may not have been able to help everyone, but they were prompt, did actually help with the lion’s share of issues, and were courteous. Today, it is NOT like that.
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Even within the recent year, anything I need help from Blizzard for, they been able to deal with in a timely manor and been very pleasant while doing it. No different that 15 years ago when I have had to reach out to Blizzard for any issues that needed their support for.
So very true. Just wanted to ensure we all know the difference.
Carry on…carry on smartly. 
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Profession logs only go back 24 hours, according to two different GMs. They don’t save data after that. And due to the nature of the bug that they hadn’t seen before, there was no way to just “fix” it.
I’ve worked in four different CS environments and you’re not wrong. I brought that up earlier, as well.
The thing is… this is what we have to work with. And it’s efficient for the environment that exists, purely based on the size of the CS department now, compared to the volume of issues being ticketed.
That doesn’t mean this is good or bad— it just is what it is. It is the most efficient for the customer base right now. Because there are no longer in game GMs. That doesn’t mean people have to like it.
At least it’s not Old Repbulic: wait two weeks for a response that’s translated from a different language and doesn’t remotely address the issue whatsoever and the ticket system doesn’t allow you to reopen a ticket.
I realize that Forums has me on Ignore, but this, is just… flat out false. The thread has been here for 10 days. Talking about CS is not a violation of the rules. Unless this thread turns into name calling, insulting people, picking personal fights, insulting staff, etc - it will stay up. Just like it has for the 10 days prior.
Just like the CS thread Forums claimed would be 404ed did not get deleted, it got more Blue replies trying to help the person.
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And people not liking it = more feedback about how terrible CS is will continue to be conveyed.
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Too late. Someone already quoted where that was happening to me from said person you’re responding to. Which is constantly the case with them when it comes to me.
Most people have been giving their experiences and feedback without going overboard. Some are giving information based on what we know about how it all works.
Interestingly, my first comment in here was simply trying to help the OP by asking questions, so that we could maybe help solve their problem… but somehow turned into me defending the system? I don’t know how that happened.
No one said people shouldn’t give their feedback or share their experiences. Yet that seems to be thrown around, as well.
Apparently, factual information isn’t welcome to help understand and be better informed.
So, here’s the skinny…
CS is often the weakest link in a business. Especially since they are generally the first line of defense between the customer and the business.
Where Blizz fails, along with so many other companies… they tend to force the customer to jump through hoops before they can even place a ticket.
Voice of the Customer is essential for any business to grow. The company needs to know and understand where their downfalls are and take into consideration that the players are seeing these things that are going wrong, but the players are not seeing many these things corrected. That’s where we see failure.
It’s not about scripts or AI generated responses, it boils down to the lack of listening and fixing.
I recommend that Blizz hires a really good IT Project Manager and find the stop gaps and fix them.
PS…I speak from experience as I have worked for the largest casino chain in the world as an IT Project Manager for several years.
When playing a F2P game with such a small playerbase, it’s to be expected that the company only invests the bare minimum. In this case I find it rather difficult to compare these two games. When the game is pay to play with full priced expansion packs and a big cash shop on top, while there’s a huge paying customer base that generates tons of revenue, I find it hard to excuse to cut corners at every opportunity.
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I think a BA (Business Analyst) is more spot on than a Project Manager.
On the surface, it’s not so much a failure as it is a system designed to help the customer find the basic information for their problem first, before the lack of existing CS department gets inundated with tickets they cannot answer or fix.
Now… in theory, it makes sense: design a system where taking the customer through specific categories shows them the support articles that can answer their questions when CS can’t do anything for them.
But… in practice with this one… the issues come into play when that system is too streamlined and there aren’t enough choices to go through the category section first.
There’s like… six things you can click on with only like four more options under that. What happens when the issue doesn’t fall under one of those? Then you’re stuck.
Then we end up having to tell people to ask the CS forum for the best ticket path. And that’s just not what anyone wants to do.
This was back prior to free to play and the playerbase was much larger.
Most GM tools did indeed get pushed to things players can do. That said, the ones that they used to be able to do (quest completes, achievement flags, etc) they can no longer do. The ability to do that was removed from GMs who handle tickets.
I wasn’t trying to be any certain way, so forgive me if it came across that way.
Someone will tell you “They don’t care about you not liking it”, forgetting that you get a survey after each ticket.
Honestly, I don’t care what their job title is, as long as their goal is to at least restore some of the former glory. I know this will sound disingenuous, but I’ll even take 25%.
Not really because you’re creating what’s called a “death loop”. It’s a crappy system designed for people to just give up because they don’t want to spend days and several hours trying to get something simple resolved.
Of course they don’t. Nobody wants to get brigaded, made fun of after being forced to lay their dirty laundry out for everyone to see. If I have an issue, I don’t want to share it with others. And I especially don’t want 3 people and their alts bashing me, trying to gaslight me while high-fiving each other.
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I actually did more for companies as a PM than a BA. Although, I was able to tap into both hats when needed.
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