As you can see by my avatar, this character is level 120. I took some time off, but have been subbed for the last few months. I don’t see a reason that I’m restricted to the free-to-play rules.
Please assist. Thank you.
Try logging out of the forums and then back in.
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There isn’t much that can be done on our side, Violate, but the advice Moonphyre provided is sound. If you haven’t fully logged out and back into the website, the information may not have updated.
I see that your subscription was recently renewed, so that might account for any delay with access. Give the log out/in a try.
I did log out and in completely before posting. I then selected my other 120 level avatar. I wonder if there could be an issue, as my bliz acct links to a bunch of old wow accounts. I don’t know if that could be confusing things? Otherwise, it was suggested I wait last month. How long should I wait? 3 months? See what I mean? I worked in IT. There is always an explanation and there’s usually someone who can find it.
One more point:
Does this happen to everyone who resubs?
If yes, then we should know exactly how long (or what needs to happen) for service to be restored.
If no, then do we know why it happens to those effected?
If yes, then a) we should know and be able to communicate the source of the issue, and b) there should be a simple tool to correct it (assuming service levels are important to anyone.
If no, then you have a monster on your hands…you don’t know what will happen, why it will happen, or if it’s even possible to respond to it. That is a support disaster.
I’d like to see evidence of actual customer service, as opposed to a re-posting of a general idea not based in any explanation.
Consider this…if you went to the doctor, and they released you with a treatment but no diagnosis, you’d wonder why they instructed that you pursue that treatment plan when they were unable to explain what you have or why they chose the treatment. Yeah, it’s like that.
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That’s not really something they can answer. People who re-sub before logging into the forums may not experience this at all. But we’ve seen some posts from people who were already logged in and needed to log out and back in to get their forum access to update.
Keep in mind, the blues here are not a part of the web development team. The reason it seems to happen is because the account needs to update by logging out and back in. If that’s not working for you, then something else must be happening specifically in your case and it would be beyond the purview of CS really.
As for the rest of your post, you’ve taken your own issue and blown it completely out of proportion.
What you really want to do is post in the Website Bug Report forums. That way the web team can see it and if they need more details, they can reply to you there. But it’s a reporting forum primarily, so responses there are rare.
Best not to try and use analogies. You didn’t go to the web team, you went to the Customer Support forums. A forum primarily for players to help point other players in the right direction.
If you’ve logged out of the forums, then cleared your cookies and cache and then reloaded your browser and you still can’t post on a character from the account that has the subscription on it, then there’s not a whole lot else you can do unfortunately.
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They gave you Customer Service. What you are asking is outside the purview of Customer Support. They are not QA. They are not Web Development. They would not have any other answer for you.
Blizzard does not release this information. It’s none of your business.
They would need to know what caused it for this to be answered. If you haven’t actually filed a Website Bug Report, the ones who deal with these issues won’t have it on their to-do list.
It has nothing to do with support. Customer Support does not deal with website bugs. That is not their job. You issue seems to be that you are asking the wrong people to try and fix your issue.
There is a problem with this. It is a bad analogy. It in fact happens on a daily basis in the medical profession. A better analogy is that you are asking the Gift Shop volunteer why you need heart surgery. Yes, they work in the hospital too, but they aren’t medical personnel.
If you worked in IT, then you should know about chain of command. The chain of command for reporting website bugs is to report it in the Website Bug Report forum. It is not through ticketing. It is not the Customer Support forum. GMs and SFAs are not liaisons with the website development team. That is not their job.
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In short reply to the previous two responses:
There was talk about a chain of command (military term I never heard in a career in corporate IT), but I get the point—EXCEPT, it was pointed out that many of my points would be more likely received by a development team by posting in a different forum—which implies that you both believe that customer forum usage is a better way of getting messages to the proper person, than their own internal methods of communicating. That would be a disaster!
Here is a typical support flow: customer reports issue to level 1. Level one reads scripts out of database. If problem isn’t solver, escalate to level 2. Level 2 tickets are processed by low level operations staff. They have some system knowledge, access, tools, and abilities. If level 2 can’t solve the issue, escalate to level 3. Level 3 digs into the problem (system, code, etc.) and generally develops a work-around until a maintenance tool or code update can be pushed out.
My questions were largely rhetorical. Of course I didn’t expect answers to them. My point was: DO THEY KNOW THE ANSWERS THEMSELVES? Do they talk to each other? Does their 1st level customer support think that cutting and pasting the same explanation I’ve received from them before and seen in numerous other posts mean that they’ve addressed the issue. Because that isn’t addressing anything. Saying “Wait an unspecified amount of time and it should start working but who knows why really” is NOT support. It is a response, but it is not assistance.
Know how I know this? Because if something would have happened anyways without someone’s intervention, then that person did nothing of value.
So again, I am saying that I want to get an expression of real knowledge that this level of support should be able to provide.
For example, they know when I resubbed. If they understand the mechanism that is cause this issue, then they should be able to say something specific. For example, let’s say they know that service will resume after the second monthly billing cycle, then they have the information to say “Wait until [specific date] and if you still have a problem then let us know.”
At least that would be information (related to a crude work-around). But no, just saying wait is not support and just responding is not customer service.
Fix the issue, explain why it can’t be fixed (in unspecific, non-technical terms), apologize that it can’t be fixed but offer a work around…and most importantly, if you are in CS and you know you are giving an unsatisfactory answer, make clear to the customer that the organization is doing its best to correct the issue.
As it stands now, they give the perception that they have to respond, but who knows if anything gets fixed, and their customers should just accept it.
It’s all just bad form.
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sigh…![:roll_eyes:](https://d38bqls1q93fod.cloudfront.net/en/wow/images/emoji/twitter/roll_eyes.png?v=6" ":roll_eyes:")
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Is the problem with this character or with all your characters. If it’s only this character, the work-around is to use another character.
Then it doesn’t belong in Customer Support. It belongs in General Discussion.
No. What it says is that there are specific locations for giving feedback and suggestions to the Devs. There is a specific location for game bugs. Ther is a specific location for website bugs. That makes it simpler to gather those types of information. It’s not a “disaster.”
You are assuming you know how ticket handling works at Blizzard. Your stated flow is not how it works.
You are reporting a bug. GMs don’t handle bugs. GMs do not pass bugs on to QA. Players post bugs either in-game, in the Bug Report forum for in-game bugs, or the Website Bug Report forum. This allows you to give your bug directly to the ones who work on them.
QA only posts if they need more information. They are not going to answer every bug report. If they did that they would not have time to actually work on fixing bugs.
That is all they can tell you. They are not part of the QA team. They may not even be in the same state as the Dev team is in California and some of the GMs are in Texas.
It is all they can say. It is what they were told to say in this situation.
Just because you didn’t like the answer doesn’t mean it is nothing of value.
That’s not how it works. You can’t always get what you want.
If policy says they can not say something specific, they are not going to say anything specific, no matter how many times you ask.
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Hasn’t caused them any disasters in the past 13 years or so.
Which you haven’t done yet. The CS forums are not for reporting issues. Again, they’re primarily for players to point other players in the right direction.
Who? If you mean, do the Support Forum Agents pass along posts from the CS forums to the Website bug report forums, then that only happens when they move the post to the right forum.
Otherwise, no. They don’t tend to take one-off issues and forward them along. Instead, they either move the post or suggest other options…like logging out and back in again. This has fixed the issue for every other poster that I’ve seen with the similar problem. Your problem seems unique, which is why the Website bug report forum would be more appropriate for you.
That’s another rhetorical request right?
Other than that, the rest of your post is just a bunch of hyperbole. Did you post over in the Website Bug Report forums yet?
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The funny thing is…if blue was doing their job as well as you customers, they would have said this to me. Right? I mean, if that is where this belongs, instead of saying “just wait”, they should say–“there’s a website bug report forum and this should really go there.”
Ever hear the phrase “you are the company”. It’s common in CS, but it generally means that if you are customer facing, insofar as a customer is concerned, you are the company and your behavior reflects the company as a whole.
Blizzard put up a Customer Service forum. When I posted, the entire first page was flagged as having been responded two by a Blizz poster.
If you are right, and I really believe you are, then the main CS failure was still here. My time was wasted because a Blizz representative didn’t give me good information, which again reflects on the company and suggests a degree or lack of quality.
The issue is resolved, by the way, but for those of you who posted here, dissecting my posts, I wonder why the effort…especially if you claim this is where people help each other, you might take a second to wonder why you decided to be critical and even aggressive, rather than just helpful. I suggest you were not helpful (and insofar as i was the one seeking help, I have the only vote that matters on that particular point.)
TTFN
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Please feel free to link it to us here in Customer Support, if you please. To-date, I’ve never seen such a forum.
The largest disconnect I’m seeing here is that you’re projecting that you think the employees here should be doing something other than is their actual job. They aren’t here 24/7 and will pass along tidbits of information and interject where needed, when they aren’t busy doing something else at their physical location. This forum is only part of what they do, but something the likes of everything that’s transpired in this thread is largely outside their purview.
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Thank for actually coming back to make the point about how you are more critical and aggressive than helpful.
BTW: passive aggressive is aggressive…you know, like it’s being aggressive through a passive mechanism. So your first response was solely intended to attack me. You are such a good person!
Don’t stop believing that you are helping people, and not just expressing ego.
Oh, make no mistake that I wasn’t trying to interject and offer a hand-- before I’d started typing, you had already stated that the issue was rectified. I was merely pointing out that your perception of this forum is not the reality, no matter how much you wanted it to be.
Primarily so that it might help you find the appropriate forum for any issues you might encounter in the future. While it was hardly critical or aggressive, those are both subjective and I wish you luck in the future when everyone else is critical and aggressive for passing on information that doesn’t sync with your narrative.
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The reality is this is a player to player support forum the blues here are mostly moderators and dont staff here 24/7 they dont step in 100% of the time they leave it to the players to answer other players problems unless its necessary.
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Welcome to the Customer Support forum. It is a player-helping-player forum with Blizzard oversight and moderation. The Blues may not give you this information if it was already provided by a player. Why do you need to specifically have a Blue answer you?
You not liking their post does not mean that the information is not good. It does not suggest a lack of quality. The Blizzard representative didn’t give you any more information because they had none to give. Your assumption that they are omnipresent and all-knowing is your problem. The Customer Support forum is not staffed 24/7. If one representative has responded to a thread, it is unlikely that another representative will also post. You are never guaranteed a Blizzard representative will answer you, especially more than once.
The only posts you can control the content of is your own. You do not get to dictate who responds to you or what they say. Just because you want specific information provided to you in a specific format does not mean it will happen.
You were told in the first reply to log out of the forums and then back in. So the first reply is someone trying to help you. According to his post, Vrakthris actually checked your account. That is all he can do. He is not part of the Website Dev team.
Your continued posts arguing the minutiae of the replies results in players trying to clarify the process. You subsequently chose to argue with us because it didn’t work the way you felt it should. Blizzard has existed for over 20 years without your input on how to run things.
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I think you would benefit from rereading your post.
The only purpose for the first point on me not typing the correct name of the forum was to be passive aggressive. You know, aggressive.
So yeah, I’m calling BS on your I’m-only-trying-to-clearify nonsense.
As for “subjectivity”, that’s EVERY human interaction, so it’s never worth mentioning. As for my “narrative”, let’s go right back to subjectivity and acknowledge that your perspective is no more objective than mine, hence your suggesting that I’m being unreasonable in my assessment of the tenor of your and other replies is again based in subjectivity, and therefore irrelevant.
They are all opinions and perspectives. They are all authentic (unless lying). That you disagree or have a different experience or different view doesn’t make it better or right.
If this is true, then the best thing they could do is first and foremost identify posts that belong in different forums and advise as such. Since I got a Blue reply and it gave no such advice, why would it be reasonable that anonymous customers would know better than a company representative?
I’m not saying you’re wrong. I’m saying that this experience was pretty poor, both in terms of Bliz service and the “help” given by other users.
This thread seems to be turning to semantics and negativity… might be time to stop posting in it.
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The funny thing is theres alot of players here that outdate alot of the blues and they do know quite a bit.
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Because the advice you were given was the correct step to try. Once a Blue has replied to a post they do not move them to another forum. When the suggested troubleshooting didn’t work, it was suggested that you post in the Website Bug Report forum, as that was the correct next step. You then chose to argue with other posters.
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