Anybody else feel blizzards customer support isn’t what it used to be you need to wait days for a reply, you can’t live chat anymore to come to some sort of solution, its annoying when you need something you must wait a day it took almost 4 days and back and forth communication to get a reverse character transfer done a couple weeks ago because they no longer talk to you its a message wait a day etc. this has been horrible how do they expect a community to thrive when they don’t want to in any shape or form be talked to until they feel like it. Be better blizzard for real
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Seems normal, in other businesses it can take a day to a couple for a reply and then it speeds up from there. At Blizzard if you respond to an answered ticket it gets put in a higher priority queue.
It is atleast not as worse as the several weeks response times during and around patches/launches.
Generally you can only livechat at specific hours for specific issues. If the ticket queue gets big though they prefer to spend more manpower on that instead.
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We’ve never had Live Chat for an appeal, Drippy, so nothing has changed in that regard.
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I wasn’t talking about appeals even when i try to live chat for payments regards or anything i still cant do it regardless blizzard support system isnt what is used to be
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Indeed. People have misused menu system to get to live chat or phones in the past, but that does not mean that is what was intended for the appeals system.
It has always been intended to be ticket only.
Payments are one of the things that phone support and live chat is for. Unfortunately, when ticket queues are huge they disable Live Chat which takes a lot of time per customer, and put all hands on tickets to answer as many people as possible.
Yes, that can result in a lot of back and forth between a person and a GM, esp if the player has questions or is confused. It is not optimal, for sure.
A couple things to keep in mind
- Dates for refunds or payment issues start at the time you put in the ticket, not when it is answered. That can matter for short refund items.
- This forum serves at an Information Desk about using the Support system, info on policies, info on services, etc. Asking here tends to get pretty fast results and can prevent a purchase error, or help you best submit a ticket so that it goes as fast as possible.
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The live chat system is fairly conditional. It may be turned off in order to address an influx in tickets, and/or when the live chat system has a lot of contacts as well. With the various launches/patches, etc… it has not been made active of late. We hope that will change soon.
If you are having difficulty navigating the Support Site we may be able to help better guide you if you give us an idea of what you need to submit a ticket for. The system is intended to guide you through to the appropriate category as best it can.
If you have any direct feedback on the usability of the site, I’d recommend posting in the Support Site Feedback forum. Our teams are always looking to improve how it works to make it more user friendly.
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You are correct. It’s not what it used to be…and that’s a good thing. They have improved upon the process many times over again.
In the past, you simply opened a general ticket and waited. While the response time may have been a bit shorter (because there were less players and thus, less requests), often that response was something they couldn’t help with, or it was the wrong department, or it was reporting a player name so there’s nothing they could say. I can’t tell you the number of time I reported a name violation, and then had to get a whisper from a GM telling me “we will investigate, but due to privacy reasons, we cannot tell you the results”. This would take time from my playing, and from the GM’s day.
Now, the support system is designed to get your issue in front of the right people, or direct you to the right resources. Game hint? No ticket needed, because a GM can’t help. So they will point you to Wowhead or help from the community forums. Reporting a bug? GM’s can’t help with that, so they will point you to the Bug Report Forum. Need to undelete a character, or ask for a refund, or restore an in-game item? Now they have automated services so you can get it handled immediately instead of waiting.
Reversing a character transfer is not a service they provide, at least not in the sense you are referring to. They can issue you a refund for the transfer, and the consequence of the refund is that the character will be restored on the original realm. But that’s not a process that is sped up by speaking to a person in real time.
Ticket times are never going to be satisfactory for most people. We all feel that our issue is the most pressing issue in the queue, but that’s simply not the case. We all have to wait our turn in line, and then they can assist.
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If this was done a couple weeks ago I doubt that it would qualify for a refund. That is very time dependent. I doubt that time would go out to a couple weeks. Refund is the only way to reverse a transfer.
The PVP community has been waiting since the start of the expansion on why Party Sync is not working as intended in Random BGs. Level 70s coming down and dominating low level players (sometimes new to the game) and the new trees allowing access to talents not appropriate for that level.
I’ve also been waiting for Blizzard to explain why in Ashran a Blood DK needs a raid team to kill them when they try to sneak a boss kill.
Or why in AV a team can kill the final boss while towers are still up.
If this was a PVE Raid issue, they would be on it right away. So yeah, the customer service (and using this to encompass everything they deal with for a paying customer) is severely lacking. If it doesn’t make money, they are not interested.
This has all been reported on the correct forum and still no action. Very poor.
Which really has nothing to do with Customer Support, Diselia. If something is not working correctly that is with our QA and Game Development teams. I am sorry to hear that those issues may not have been resolved. Our teams try to get to what they can as they are able but it often depends on the complexity of the bug as well as the priority and how many it may be impacting.
I think a title like this is likely to attract various errant thoughts, so I’m going to lock it up. Thanks all.
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