No complaints from me. I just don’t understand how people who are paying for bad service can sit there and write paragraphs defending it. They are either absolute contrarians who live to fight with any and every statement made on the forums or they have Blizzard Stockholm Syndrome.
I should mention that this thread really isn’t about the support we receive from GMs (that’s a whole other topic). It’s about just being able to contact them in the first place.
the service is fine.
I might have missed it, but did you happen to mention the reason why you contacted support?
What was the issue?
Was it resolved?
Was it resolved but needed multiple “need more assistance” back and forths?
Was it not resolved?
…and if it wasn’t resolved, was it actually anything which was in the capability of a GM to do, or were you asking for someone to go above and beyond because you think you deserve special treatment like a lot of people who complain in the Customer Support forum when they don’t get their way?
…the same people who think they should get whatever they ask for because: “I’ve been a loyal customer for years” or “I’ve given this company so much money, they could at least help me out this one time”. ??
No, because it doesn’t have anything to do with the topic. The topic is the maze we have to navigate to find an open ticket button. A vast majority of the time I open a ticket, a GM had to intervene.
it’s super easy to open a ticket.
…IF it’s something which a GM can help with.
Your refusal to state what the issue was, seems to indicate that you were trying to open a ticket for something which a GM couldn’t help with.
If the in-game “help” menu is too complicated for you, use the “support” link via the website.
Oh yeah you definitely have to have a full blown ad blocking hosts file AND ublock origin just to survive their site.
No, it’s because those are things that GMS literally cannot do anything about.
You still won’t even let anyone help you, yet people explaining how things actually work is the problem? Okay then.
Well, they came here to whine, not to actually get answers.
Back in the day did WOW have a phone number you could call into?
yep.
…and they got sick of people screaming down the phone at them, or calling in to ask questions about their math assignment.
Thankfully, this has resulted in the creation of a lot of self-help options, for things like returning mail, or stuck characters, or item restoration, or character undelete.
No need to wait around for someone else to do it, we can do it on our own.
You can still get in touch with a real person if your problem isn’t fixed by the automated system and problems get resolved quite fast. Go try the same with a company like Meta.
I suppose some consider this a technicality, but we pay for access to the servers.
We don’t pay for forums, knowledge base articles, support, etc.
Should a company offer it as a decent business model? YES. However, we don’t technically pay for it and they can remove it at any time.
The current ticket system can be confusing. If you don’t know how to navigate it, then it is easy to get lost or have a ticket put in under the wrong category. That matters as category impacts priority in queue.
The CS forum is an Information Desk where people can ask questions about support services, policies, and how to navigate the ticket system.
The fact that people NEED help with the ticket system is… not ideal from my point of view. The system is better than having a single giant unfiltered bucket, but not as optimal as it could be.
I just wish they would actually tell people WHY they can’t make a ticket for something.
Etc. It is fine that they don’t, and never did, offer some things. Educating people even when telling them “no” is helpful though. At least then they know WHY they can’t get what they want, and won’t put in another ticket like that.
The most useful resource on what they can and can’t help with is here
Yes. They had two means to contact Support. GM tickets, and a phone line for Billing/Account & some Tech Support help. Problem was that people called the phone line for everything. GM jokes, scream at Blizzard, complain about a game feature, chat about the game, appeals, game hints, etc. The phone lines were normally busy, and if you got in the wait was often 2 hours. If you could even get in to queue, it was not a good experience - and it used a lot of (new then) cell phone minutes.
They went to Call Back (pre-covid) and Live Chat for those Billing/Account issues. The rest are directed to tickets in hopefully proper categories.
That change was over 10 years ago now. I don’t remember what year that actually happened.
I often wonder how that would play out in court. My brief take is that there are a lot of hairs to split when interpreting most ToS agreements, and corporations take advantage of these hidden ambiguities to consumers’ detriment. I actually think it’s only a matter of time before a fraud case directly related to ToS is litigated and an elucidating precedent on gaming definitions and what is and isn’t allowed in ToS is set. That would take one angry and fairly moneyed customer, though.
I see the OP just did their usual thing.
I’ve already tried to solve my problems using other aids without success before filing a support ticket. The maze only infuriates me more. I maintain it is poor service to save $$$$$.
At this point I think this community has exactly the support it deserves.
(This post is being unnecessarily censored by Blizzard until May 15, 2023 9:19 am.)
Go read the CS forum. It’s mind blowing the amount of effort the same people expend doing this. Or worse, “correcting” true statements.