Customer Support is Non Existent

[Mementomoori-benediction]

Anyone else notice how useless the new Customer Support is? I’ve been playing since WoW released. With that being said, pre-Activision I have always had pleasant experiences with the customer support. The support went above and beyond to rectify any issues I’ve had. However, now customer support is completely useless. The support has gotten so terrible, it is my only reason for not wanting to resub, or support this company in anyway whatsoever. In terms of the game itself, it is enjoyable overall, but this “support” will be its end for me.

I have had many issues with post Activision customer support. I will name two which happened recently. Draconic Avenger dropped in BWL, an item I’ve farmed a very long time for (w.o using the hunter FD method). It finally dropped with a friend of mine, who happens to be a new player which I brought into the community. She looted the item, and was unable to trade it to me. According to the Blizzard policy, this item should have been available to trade. Every other item which was looted was tradeable, except for this one. It was not an upgrade, it was not enchanted, and everything according to Blizzards policy checked out in terms of the ability to trade the item. When my friend and I contacted the customer support, we received replies from the “support”, after about 4 days of waiting. These replies were no better than automated messages left by machines. There seemed to be no human brain behind the responses, just repetitive excuses as to why the item was not tradable. One of the support agents even said that we were never in a group together. What?! Went back to farming, and after an hour or two it dropped again. Thanks a lot for “customer support”.

Second issue. I’ve played this game on and off since release as mentioned before. The policies have changed drastically over the years in many aspects of the game. I have experienced many different systems when it comes to transmog. I purchased an enchant off of the Auction House for 50k Gold. Some of us who have busy lives outside of the game, don’t have time to make up for a loss such as this. After my purchase and realizing that the appearance no longer works this way, but through illusions, I wasted 50k gold. I was hoping that the support would either refund the gold, or put the illusion appearance in my inventory since it was an honest mistake. PRE ACTIVISION SUPPORT WOULD HAVE HAD NO OBJECTIONS TO THIS, AND WOULD HAVE GLADLY RECTIFIED THE ISSUE. I was bombarded with what seemed to be automated response after automated response with nothing but excuses as to why the issues could not be mitigated in any way. “This is game master so and so, sorry you are not getting the answer you were hoping for”…always so very helpful, as this is the norm when it comes to the first response I get from the support team.

As a returning player, am I supposed to research every aspect of this game in terms of policy change, whenever it is changed? I paid the price for not knowing this new policy change, and “customer support” not only couldn’t provide any actual support, but gave me a warning for reopening the ticket several times. The issue was never solved, so why would I mark a ticket as solved, when it was never solved? Here’s an idea, write at the bottom of regular enchant in some highlighted color, “not useable for transmog appearance”, rather than baiting new or returning players into wasting their gold.

I’ve been a loyal player who has dumped thousands of dollars over the years, and time, into the game and company. I’ve brought several new players annually to the game and community as well. Rather than rectifying this issue by simply adding the appearance, I paid for my honest mistake. A 50k Gold mistake, which to some of you may not seem like a lot, but when one’s life is busy outside of the game a mistake like this is costly. I also help my friends out who are new to the game by donating my gold to them to help them get started.

I definitely would never consider purchasing the next expansion. I think Blizzard/Activision got lucky with covid, because if it wasn’t for that, your statistics wouldn’t show the numbers you have had in terms of subs. If it wasn’t for the useless support, this game would be great overall. You’ll see your number of subs fall again, not that any of these GM’s or Support care. Hopefully your CEO’s do care, and take management with these issues into their own hands.

[Vrakthris]

@Mementomoori-benediction

PRE ACTIVISION SUPPORT WOULD HAVE HAD NO OBJECTIONS TO THIS, AND WOULD HAVE GLADLY RECTIFIED THE ISSUE.

Let me be clear. Pre/Post is entirely irrelevant, as they don’t create the policies and procedures that our Support staff follows or the systems that we use. Just as Vivendi had no involvement in our policies before them.

Let me cover a bit of what you have experienced though and try to clarify a bit.

@Mementomoori-benediction

I have had many issues with post Activision customer support. I will name two which happened recently. Draconic Avenger dropped in BWL, an item I’ve farmed a very long time for (w.o using the hunter FD method). It finally dropped with a friend of mine, who happens to be a new player which I brought into the community. She looted the item, and was unable to trade it to me. According to the Blizzard policy, this item should have been available to trade. Every other item which was looted was tradeable, except for this one.

Not exactly. Due to how the standard mechanics work in World of Warcraft (non-Classic), as far as I know, this item should have been available to be traded.

I’m not certain why your friend couldn’t trade the item to you. You may not have been on the loot list. The item comes from a mob in the dungeon and not a boss, so it’s possible you weren’t there and eligible. If there was a specific reason that our staff found they would tell you. If they couldn’t find one, then the only real option would be to submit a bug report. In either case, we are usually not able to assist.

@Mementomoori-benediction

I purchased an enchant off of the Auction House for 50k Gold. Some of us who have busy lives outside of the game, don’t have time to make up for a loss such as this. After my purchase and realizing that the appearance no longer works this way, but through illusions, I wasted 50k gold. I was hoping that the support would either refund the gold, or put the illusion appearance in my inventory since it was an honest mistake. PRE ACTIVISION SUPPORT WOULD HAVE HAD NO OBJECTIONS TO THIS, AND WOULD HAVE GLADLY RECTIFIED THE ISSUE.

To be clear, No, we wouldn’t have. Our staff is always happy to try to help fix mistakes, but there are policies around which errors we are able to help with. You purchased the Blood Drain enchantment from the Auction House, apparently meaning to get the Illusion. We wouldn’t be able to refund the purchase or provide the item back or the item you intended to receive.

@Mementomoori-benediction

As a returning player, am I supposed to research every aspect of this game in terms of policy change, whenever it is changed?

Not necessarily, but content changes and is added over time.

Based on your ticket you expected the enchantment to be added to your transmog appearances. The appearance collection is something that is a fairly new addition, which you apparently knew about.

Even so, we try to include what information we can about the game through various sources. Some of those are found in Tooltips. We also have information that is provided through our various Support Articles (which can be searched through the in-game browser). There is one specifically on weapon enchantments.

There are also sources like your fellow players, the forums, or sites like wowhead.

I am sorry that you haven’t had a good experience, Mementomoori, but our inability to assist has nothing to do with Activision or some assumption that we don’t care.