What is frustrating is that people have been vocally pointing out what is wrong with their communications, their CS ticket system flow, their responsiveness on bug status updates, etc. FOR YEARS. I am talking a decade - including in person. To anyone who will listen. One of the parts of being green is that us players try to fill in the gaps where Blizzard does not do well. Communication is a HUGE one. So while we have provided truck loads of feedback, in the end it is the corporate folks who make the call. Then those of us who care about players sit here and deal with the fallout, trying to at least explain the current pathways for help as best we can.
I hate having to tell people āask in the CS forum for the best ticket path,ā because they canāt find one based off the lack of options when trying to use the support system.
If you have those talents then that is a winning combo and it helped, but I normally forgo any PMās for my projectsā¦
Iām sure you are good one it sounds like but most (not all) the ones Iāve dealt with I can do myself faster and better. A good BA can be very helpful to projects (but like the PMs finding good ones can be difficult).
They still CAN do those things, but they are very very very rarely allowed to do it. Both of those things are permanent flags on the account - if they are impacted by a bug then it can get worse if it is manually changed and then the Devs fix a bug.
There is a small list of quests and such GMs have permission to help with - it is just very rare. Mostly they prefer the person drop the quest and repeat it, or repeat the achievement. Possibly after a bug fix.
Oh, I completely agree. I had a girl in my team that honestly had no clue what she was doing. She succeeded in getting attention becauseā¦man, she could talk a great game. But producingā¦the pits. I couldnāt replace her or move her because management wasnāt seeing what I was seeing.
I hate that it is needed. I also do still feel they have the best chance of getting guidance on the CS forums. Despite what an orc says, I have not seen anyone using alts to brigade or anything else. Yes, the regulars do tend to have similar background because they read the same blue posts about the same issues. That does not mean they are alts. The Blues would not put up with them jumping alts to troll there - and call out people when they do it.
That means, for lack of a better way to phrase it, that you and others who participate in the MVP program are part of the problem.
Not in the insulting way, but more along the lines of āYouāre willfully letting Blizzard exploit you for free labor and free target practice.ā
If people in the MVP program decided to all say āYou know what Blizzard, weāre not doing your job any more. Remove us from this sham program,ā then thatād be a step in making things better by shifting the burden back on them.
I understand this post may come off in an unintended way, but I donāt know how else to put it.
The problem people around here have with the CS forum is that the forum isnāt giving them the answer they want to hear. So they get angry and defensive and blame the actual players trying to give them information for their problems.
Most of the CS forum has the actual information needed to get people pointed in the right direction for their problems. But people donāt want to listen to that.
Or without them, support would still be the same and less things would get solved.
Where I used to work, we called mvps āhelpersā. It was a volunteer position to help out the cms and mods.
And as you can see in the cs forum, it works well here.
There is no promise that them not helping would change anything.
Imo nothing would change and less people would get helped.
Iām sure volunteer work may be acceptable for some companies, but it is not at all acceptable for billion-dollar entities who have more than enough money to properly staff their departments.
If the responses were not so passive aggressive, snide/snarky, and making the OPs feel like theyāre a bad person, it may not have the reputation it does.
What proof do you have that them not helping would make blizz change their business model?
If anything, they would implement ai to generate support tickets and replies using sources from the forums or google.
Yea from my experience it just adds more to the work load of cms.
And that was a small company. I canāt imagine a massive company changing anything like this to hire more people. It would go in the opposite direction.
This topic is why I thank the Almighty that Iām retired. If all I have to do during the day is complain about a video gameās customer serviceā¦I think Iām in good shape.