It has been impossible to get in touch with customer service for about a week now via the official website. Tickets I’ve opened have been deleted with no comment or reply given, and CS Reps have been dodging/outright avoiding requests for more information regarding a temporary suspension.
What options do we have as players when the company deliberately avoids accountability through communication?
Absolutely ridiculous at this point.
GMs can’t delete tickets.
Generally speaking, they don’t give more information than the initial email you should have received.
Are you referring to a forum suspension or an in-game suspension? Each has its own ticket route for appealing a suspension.
Not entirely sure I’ll believe it at this point. I’ve had two tickets vanish now, both which were successfully submitted. I got the tiny icon that pops up with the scroll showing me that it went through, and then a couple hours later it vanished.
I most definitely did not close or abandon either of those tickets.
An internet glitch I can accept on a single occasion, but twice in such a short period of time, on two different computers? Less likely.
They gave absolutely no information at all, which is the issue. I opened a ticket requesting more specifics regarding the suspension (note: I did not appeal, or request it be reversed). I don’t appeal something until I know the specifics of what rule was violated in the first place. As far as I’m aware there was no violation, and the company has refused to provide any clarification or justification for the suspension.
They initially replied with a note that they’ll look into it, and then never provided any information and closed the ticket and cut off the ability to reopen it. Since then they’ve gone absolutely silent, and both tickets I’ve opened to get information have mysteriously vanished.
It was a forum suspension.
You can check your ticket history here:
https://us.battle.net/support/en/case/
I can assure you that the only time that they close them (not delete them as they really can’t) is when they’ve said that they will no longer communicate on the issue. At that point, those tickets tend to be closed and not responded to.
Check that link and see if maybe the tickets are indeed there.
Yeah - it’s something I’ve already been through.
Neither of the tickets, which I am entirely positive were submitted, are listed, nor were they when I checked an hour or so after submitting them.
It’s not really any news to me that CS has decayed to an abysmal status over the years, but outright ignoring players and refusing to communicate is just ridiculous, and in fact it’s outright insulting given that we pay for this service. If penalties are being rendered justly, then there should be absolutely no issue providing a rationale as to why.
If the tickets are not showing there, then they definitely did not get submitted properly. If you did it in-game, it’s possible that there was a UI issue.
I’d recommend putting in a ticket here on the website instead and make sure it provides you with a ticket number too.
Here’s a link:
https://us.battle.net/support/en/help/contact/1032/ticket
you pay for access to the servers, nothing more nothing less. As has been said, they cannot (as in they physically cannot) delete a ticket.
From now on I’m definitely keeping track of the numbers by pen and paper, because at this point it’s ridiculous.
I’ve been submitting tickets for years with absolutely no issue like this, ever.
Hard to think to be prepared for something until it’s a problem you run into.
I pay for a service and I try by all means to abide by the rules. If I’ve broken a rule, I absolutely will hold myself accountable without complaint, but I need to know what rule was broken so that behavior can be corrected.
Blizzard refusing to provide information is working in the opposite direction.
Do you have ticket IDs for those, Vanforth? The most recent ticket I see is from 2+ days ago, a forum appeal which was answered. The one before that appears to be from 17 days ago, an issue with a pet that looks like it was abandoned by you. Before that I don’t see anything since October of last year.
To be clear, a GM can close a ticket, they can merge it into an existing on and in specific instances that are governed by policy they can abandon it. We’d still see evidence of the ticket though, it doesn’t just disappear from record.
I didn’t think to write down the two ticket numbers for the ones that were submitted; as I said it’s not something I’ve experienced before and didn’t think to do so.
This is evidence to me that the GM didn’t actually read the ticket, because I never once appealed the issue; I asked for clarification on the issue. It was immediately shut down and the subject of the ticket ignored outright.
Not really sure what to say then, but I wouldn’t be wasting people’s time on the CS Forums about it if it wasn’t a genuine issue that came up twice.
Yeah that was something I decided to just tough out and slog through in game again.
That is simply the category, Vanforth, not a summary of the content of the ticket.
In most situations, our staff aren’t able to go over the forum penalty. They just review to see if the correct actions were taken and either uphold or overturn. I’ll see what I can find out here and update this thread, but I can’t make any promises.
That would be greatly appreciated!
If a ticket is successfully submitted, you’ll get an email with the ticket number to your email account on file saying Blizzard received it. Even automatically handled tickets, like item restorations.
Check your email for anything from Blizzard. You’ll get notices via email on any ticket submitted, when there is a response, and anytime the ticket status is changed.
Form responses are not equal to automated responses.
Alright, sorry it took so long but I wanted to speak directly to the moderator involved and they were off.
As I understand it, your post contained some descriptors that involved specific body parts that were… questionable. Specifically referencing the Jailer.
Now, this brought up additional discussions about what may or may not be considered inappropriate, based on the “part”, context and/or descriptors, which we’re having at a higher level. The current determination is that perhaps the action was a bit harsh in this context, so your account will be noted accordingly.
The overall goal is that we want to make sure that these forums are a friendly and welcoming environment where players feel comfortable discussing the game and aspects of it with each other. I think we’ll always have challenges there since the concept of someone having an opinion contrary to their own is far too often met with ridicule and most folks have differing options on what should be acceptable. It’s an ongoing process and it will not be perfect, but hopefully, it can get better along the way.
I appreciate you taking the time to check in all the same.
So, I had a good laugh at this, to be honest. I can now understand where the concern initially came from, but given that A) it was not meant in a sexual manner (which would have been a violation of the code of conduct, certainly), B) was not the focus or subject of the post, and C) I mean:
The fact that we got away with years of comments about Bolvar and his lack of… “parts”, but that off handed comments about the Jailor are suspension worthy?
A four day suspension is definitely a bit harsh, and certainly an unfair punishment considering that, following the announcement of Shadowlands, this was a very frequent and constantly remarked on joke that people weren’t disciplined for.
All that aside, though, I’m glad to know that the team is now having all these wonderful discussions about… parts. I hope you all have a few good laughs in the process and that it brings about meaningful adjustments to policy where needed.
And I do appreciate the company making note of the issue.
Will the original post be reinstated? I’m willing to edit out the one specific word in question if it that resolves the issue.
