Cannot Contact Customer Support

Support Customer Support
#1

I have tried to use your call back feature to resolve an account issue and all that happens is your call back number gets sent straight to voice mail. The GM response to this was basically a cut and paste response to my issue.

This is the third time I have tried to contact you guys to resolve my issue, which is still on going. The employees at blizzard ability to resolve basic problems is dismal. They are not even trying anymore an just close cases with out any real resolution to the issue. I think a manager should take a look into the lack of customer support that is being provided by this company.

Oh on a side note, your ticket submission website is terrible. You have to jump through a lot of hoops just to get a call back from a human.

#2

what seems to be the issue? maybe we can help you find the right path to get help.

3 Likes
#3

I have an account related issue and would like a phone call from account support.

#4

have you tried live chat?

2 Likes
#5

Unfortunately, posting here won’t get you a call. Though, it sounds like your phone or provider is sending the call directly to voicemail.

Live Chat will be open in a little over an hour. Perhaps that would work better for you.

8 Likes
#6

Yes I have an the representative on chat was less than helpful. Also when I try to edit my ticket say I sill have a problem I get an error on the website saying " Something went wrong on our end" message.

#7

Just so you understand, the GMs through Call Back Support are the same ones who do Live Chat.

Since you’re not really being specific, it’s tough to provide any other direction really other than using Live Chat again.

5 Likes
#8

With out knowing what the issue is I can only say that sometimes the answer might not be what you want to hear. I’m not sure what account issue you are having but the representative that you get on live chat would be able to do the same thing as one you would get with a call back. Sometimes the answer is not going to be one that we want, but is the one that is correct.

Again if you have been given an answer that is usually going to be correct, you can try to do live chat again if your phone is sending calls from Blizzard to voicemail, but I doubt the answer will be different.

4 Likes
#9

Why am I continually getting the error “Something went wrong on our end” message on the website when responding to the ticket?

#10

Have you tried a different browser? Have you tried clearing your browser’s history, cache, and cookies? That error message is pretty generic and usually doing one or both of those things can solve it.

4 Likes
#11

Just to touch on this, the support website is designed the way it is to make sure you are getting the exact help you need. Only certain things are available to use Live Chat or a callback.

It was actually terrible design to allow anyone to call a number for any reason. It wasted time to answer calls and have to direct them to a different place, and it wastes a customer’s time to sit on hold only to be directed to a different place.

7 Likes
#12

Unlike me wasting my time for hours trying to resolve the same issue for 2 days now? Not to worry, I just canceled my account. I guess Blizzard would rather their customers spin their wheels on forums and live chat then to actually resolve the issues their customers have. This never used to be this way. The GMs back in the day were actually helpful. Oh well. I am done with spending time on this.

#13

You still haven’t mentioned what your issue is. It’s possible that it’s being submitted in the wrong place or it’s an issue that Blizzard can’t actually resolve, and we can help direct you. What is the problem that you’re having that necessitates a ticket?

This is a player-to-player help forum, so complaining about not being able to submit a ticket without explaining what the issue is doesn’t accomplish much in that regard. :frowning:

7 Likes
#14

Wait, so the customer support forum, where I posted this, is a player to player support forum? I posted this here for Blizzard to see and if what you are saying is true that this is a player to player support forum then that is like the inmates are running the asylum. Again, if this is true, why would Blizzard have customers helping other customers? I hope you get paid for your work.

#15

Think of it like a helpdesk with some moderation from the Support Forum Agents.

Players are encouraged to ask questions, share advice, provide feedback and participate in on-going discussions on the Customer Support forum. Accordingly, it is of utmost importance that all players treat each other with respect and courtesy. For more information, please review the Forum Code of Conduct and the Forum Guidelines below.

From Welcome to the Customer Support Forum!

I hang out here because I like to help people and I know WoW reasonably well. Nothing that I do here is anything like what a real CS rep would do, so of course I don’t get paid for it.

That aside, what is the core issue that you originally contacted about?

8 Likes
#16

As has been mentioned, live chat is the same as the call back feature. You are speaking to a Blizzard Rep in both cases. The only difference is that live chat is text based and call back is voice based. If live chat can’t assist you then there is a very high chance that call back can’t assist either. Getting someone on the phone isn’t going to really change the answer.

However since you won’t actually tell anyone what your issue is there isn’t really anything anyone can do here.

11 Likes
#17

Where to start.

Personal experience. I have never had any issues with Blizzard personally. Even when it took multiple tickets to resolve, a hearty apology would accompany it. The SFAs and regulars here have helped me more than once with an issue, blindly. I think this forum goes above and beyond.

As to the ability to create a ticket you may be having an issue because it may not be something a GM has the ability to help with.

As I am sure has already been said, haven’t read rest yet, what is the issue. Perhaps we can help.

4 Likes
#18

You know what. Having knowledge in cell providers here, I am betting the callback service is a VOIP service. I wonder if your provider is automatically blocking it, as I k ow of at least one major one that does. Mine says Span likely in the caller ID when this happens, but like j said I know of a provider that actively blocks some of these.

This may be the issue. Food for thought.

5 Likes
#19

I’m not entirely certain why the call would have gone straight to voice mail, Stolie, that really isn’t something that we’d have control over.

As for your issue, I’m afraid your request was denied. While I understand your frustration about the answer provided, that is the only answer we are able to give based on the circumstances.

If you wish to get into details as to why you were requesting a refund I am happy to provide them, but the “issue” that is still going on, as you claim, is part of the game.

To be clear, customer support is not lacking simply because we have to say no to some requests. We have policies and procedures in place that guide our Game Masters on what to do in specific situations. In this case, granting a refund is based on specific criteria, which is not applicable here. Sorry.

15 Likes
#20

No, your customer support is lacking because it is frustrating and nearly impossible to navigate. You have set up a system with constant dead ends and circular responses. This is not how it used to be and that is why people get frustrated.