I miss the days you could talk to a GM and get help but now days its just sucks re direct to pages and when the game used to have 12M there were more assistant and human touch. You people lost the touch
53 Likes
GMs are limited on what they can assist you with. Theyâll only assist you with things that you canât do yourself. If you have any problems, ask yourself if they can help you. The answer is probably no.
4 Likes
3 Likes
Perhaps you should start by providing some contextâŚwhat did you put in a ticket for?
5 Likes
Let me guess a GM had the audacity of telling you no for something.
12 Likes
And phone customer service.
Blizzardâs support used to be second to none. The support staff couldnât do enough to help you.
Now the few human support staff are overworked, and in my experience, still try to do a good job, but there just isnât enough of them.
9 Likes
the support is great!
iâve never had any problem with it.
perhaps the âsupportâ you were hoping for, simply isnât something which a GM can help with?
6 Likes
Letâs not forget that players abused these services. Which also had a part to play in changing what the GMS could and couldnât help with.
4 Likes
Somewhat, but thereâs no denying $$$$$ was the big motivator.
4 Likes
1 Like
you wanted them to make a living wage. they became too expensive.
1 Like
The entire industry (no, not gaming, customer support) as a whole has trended towards
-
Self Service (this includes a robust Knowledge Base Articles as well as leveraging 1st party and 3rd party communities/portals for anecdotal troubleshooting)
-
Automation (which often ties back to the Knowledge Base Articles, for example, predictive text and âDoes this article solve your issue?â)
As ways of ramping down on actual human beings being paid to answer the same questions day in/day out. These trends rely on a customer-base that also upskills or becomes more adept at fixing their own issues. In some cases this is true, a lot of times you can find great information and fixes to technical issues in forums, subreddits, comment sections etc.
Blizzard goes WAYYYY too far in this direction, IMO. Not being able to call in at all is garbage, but if you let people call in for legitimate issues, theyâll abuse it. Because everyoneâs issue is a P1/Sev0 to themselves, but if everything is urgent, nothing is.
One thing I learned doing cell phone support was that the customer is wrong most of the time. Nobody ever wanted to take responsibility for for their cell phone bills.
7 Likes
You want to explain your issue so we can try to help?
If they told you to go to websites in the first template, then itâs because you didnât try that path first or they want you to try that path first or they think itâs a good path to try first.
Tickets are triage: if someone has an issue thst Wowhead or a support article can answer, theyâll template you those first, because you can still play the game and try those options. And then theyâll spend the time needed on the person who canât even play the game at all and wait for you to get back to them if what they linked you didnât work.
Let us know what the problem was and we can go from there.
They had to turn off their phone lines, that were always supposed to be exclusively for billing issues, because everyone and their mom would call and ask for quest help, or to rant about PVP balance, or just to chat. Like, imagine General Discussion if every post was a phone call. Every âNIGHT ELF GENOCIDEâ or âYou guys arenât doing enough about X ability in Y spec!â or âI clicked to turn in this quest THREE TIMES and itâs not going!â or âI feel sad that my dog died and I donât have anyone to talk to about itâ or âI was banned but Iâm INNOCENT and I can PROVE IT if I can just yell at someone for a while!â and âBlizzard is in California and is forcing their values down my throat!â post? A phone call. That a live person would have to take, and try and maneuver them off the phone so that they could talk to people that they actually had the power to help.
As a result, there was rarely a time when the phone queue was less than multiple hours long. Iâm all about nitpicking what Blizzard spends their money, but I really donât feel like itâs their responsibility to pay a person to be each individual playerâs therapist/game guide/sounding board/personal developer/sin eater/confessor.
Iâm sure that anyone you ask would say that they oooooonly called when they had a real problem that only talking to a person would resolve, but that just plain wasnât what people were calling for and the people they were talking to didnât have the power to overturn their bans or give them quest help or pump them up about their personal lives anyway.
5 Likes
In defense of the status quoâŚ
I think thereâs advantages and disadvantages of things going all digital.
Basically, itâs increased convenience is the main advantage, things can get sorted faster, although I do admit when there is a human element lacking, thatâs not a huge amount of fun.
Also, when dealing with people to get things done, things can get lost when you are dealing with a bureaucracy, thereâs a huge problem with human beingsâŚ
They donât all think the same, and people have different opinions. This is annoying when you just want to get what you want done, done. But realistically, short of making a ticket complaining about harassment, what do we really need to talk to a human being for?
I mean if thereâs a bug in the game, you can just mention it on the forum or whateverâŚ
Obviously my main concerns about automation and everything going digital are things like privacy and cybersecurity threats (my biggest concern), but online bullying is really the only thing that a human being is needed for a real life person to step in and tell people to cut it out, I mean there may be other minor issues like misinformation and whatnot, but for better or worse, we are heading to a more digital automated worldâŚ
Then againâŚmaybe not? Could be wrong. Many supermarkets are ditching self-service checkouts around the world atm
whatâs the issue? maybe one of us can help
I still remember some of the old blizzard help I got.
I once made a race change I regretted right away, sent in a ticket and they changed my toon back and just didnât refund the change.
I did something similar b/c I have OCD and deeply impulsive things that draw me at times, so I sent in a ticket and they just game me a automated email saying no.
I even had people joking in trade chat the a few weeks ago and joined in, I said a adult word (not a bad bad one) and people said they were reporting me, I got a warning auto sent to me later that night.
Automated systems suck, I feel like I canât talk anymore now or get any blizzard help or feedback from a real GM.
2 Likes
This isnât true for the really old days, I was able to get some pretty good help from them back in the day.
3 Likes
Support has always been good ,but others I do question.