So uh… Customer Support based in India is nowhere near the level of support this game once had. Used to take 20 mins, and a GM would msg you in game and SOLVE issues. Now, its a day and a half wait and the support team is based in India.
Ive had a simple ticket opened for 6 days now. They have asked me the same thing 5 days in a row and each reply requires 1.5 days to elevate.
Is there anyway to get ahold of a Support Team boss? In North America?
Tickets are usually handled in the US or EU area, depending on where you opened the ticket, and it usually defaults to the area supported for your country, most likely in the EU.
Ticket times can vary depending on how many tickets are answered, in the US region it can take 24-72 hours, sometimes more or less, it just depends on ticket volumes alone.
There is no support team boss you can speak to, to make tickets go faster I am afraid.
I am not sure what is your ticket issue, but it sounds like the team is requesting clarification on your ticket, or even needing more information, as a fellow player I can not even speculate.
Oh boy, where to start with this.
CS is not based in India. Not sure where you even came up with that one. NA CS is based in the US.
If you’d like to describe what your issue is, people here will be more than glad to try and help, even if we’re your fellow players. Customer Support is not Customer Service, and there are no GMs nor Devs here as this is a forum for players to assist other players. Our SFAs are pretty rad, but they’re here to offer insight, advice and to keep us lot in line.
“Simple” is subjective, and what may be assumed as simple may be the furthest thing from it. Things can break terribly from ‘simple’ things.
US80501977 is the Ticket number… if there is a GM that can look into this.
I guess my next move will be to head over and post it on Twitter.
There’s no GMs on the forums. Along with the fact the blues here don’t handle them. That’s not their jobs.
There are no GMs here on this forum. Again, if you’d like to try and describe your issue, we’ll be glad to try and help or maybe get you pointed in a better direction or ticket path if at all possible.
k Tks. Twitter it is!!
There are no GM staff on the forums, Twitter and Moderation duty usually are handled by some of the same team, both will likely only clarify your ticket. I think I see a blue response coming, though a response in either media is not always guaranteed.
To give you the jist:
I requested they tie my Btag to a diff email. Simple operation. Have seen it done a dozen times. They asked for my childhood nickname in a .txt file. They replied 5 times now with “Well, we need this .txt file.” 5 times. I checked the sent folder, from 3 different devices… and that .txt sure is there. I just don’t understand why it takes them a week to open a .txt ><
I’m more frustrated I guess since me and 4 friends decided to come back and… im sorta left out of the squad because of this week.
On a positive note. I have just completed my 7th lvl 20 on a trial account awaiting the ticket response ><
While I appreciate the community help… you are powerless to help in this particular situation ><
Are you reopening the same ticket or creating a new ticket all together either way your ticket wont get expidited here or via twitter or reddit.
They have replied to the same ticket and asked for the same file which I verified has been sent to them 5 times now ><
As noted, Leysl, you have been contacting the team in NA.
That isn’t entirely true. You appear to be attempting to recover an old account, which is not always a simple matter.
That isn’t accurate. Your initial contact had attached a txt file that contained a bunch of information. Such as keys, etc… that reference the account.
Our first response was asking for the answer to your security question, or an ID for verification, and an email address wasn’t attached to a Battle.net account that could be used. Since the one originally references is in use on the account you are logged into now.
You replied with an email address, but not the answer to the Security Question.
We asked again for the information and reminded you that you can attach ID for verification if you don’t recall.
Your next reply was that you attached a txt file.
You did the first time but there haven’t been any additional attachments after that. It should be noted that attached files are usually inaccessible after the initial reply due to data laws.
Also, the category you are using is a generic one of “Not Listed Here”. While those are answered as soon as they can be, they have no priority associated with them so other issues may be answered before it will. I’d recommend using a different on going forward.
If you can provide an ID, I’d recommend using this.
You can attach the initial text file you used before, but include the information that was asked for in the body of your ticket.
Lastly, until the ticket is pulled from the queue it isn’t seen by staff. So adding notes, or “bumping” doesn’t do anything.
Thanks for the reply, Vrakthis.
I am sorry if the nature of my frustration stems from
“It should be noted that attached files are usually inaccessible after the initial reply due to data laws.”
Wasn’t aware that this was a thing ><
I have attached ALL of the .txts that pertain to this issue. You will have to forgive me if my impatience comes from simply not understanding how the CS system works under the hood. I am not a Blizzard employee ><
My only other experience with Customer Support was met in under 20 mins, in game, and issues were resolved instantly. Apologies if my expectations were set a little too high.
Regardless, the most recent email I sent has all of the information and .txt files that I have sent that pertains to this issue and again… I apologize if I seem impatient. I am merely just a little frustrated… but not the end of the world. Surely Azeroth will spin without me … just one more day.
Thank you for the quick reply, here in the forums and your time.
Regards,
Leysl
It’s a relatively new things with data protection laws enacted over the last few years. It’s designed to keep sensitive information safe while still being able to keep your account secure. So including an ID for verification can allow us to verify you are the user on the account but it quickly is deleted from our systems.
Response times fluctuate. When you contacted us previously queue times could have been low and/or the category you used a priority. If you use the link I provided in my previous response, that should allow our systems to properly categorize your issue and get it to the right staff to be looked at.
The txt file is helpful for raw information, but I’d still use the ticket to provide what details you can. Such as, I’m trying to recover an old account, (re: your previous ticket ID - if you have it). The SQA is: XXXXXXX The email you can use for the old account is XXXXXXX.
Just to double-check. Are you actually replying to those emails? If so, that might be part of the issue. Those should say “Noreply@blizzard.com”, they are dead letter boxes, not intended for correspondence.
And I totally understand your frustration, Leysl. We’re here to help as best as we can. We’ll get you back onto your account as quickly as possible.
Was just speaking to a friend on Discord, and he shed some light on these new laws and how ZenDesk works. I was indeed replying to noreply@blizzard (since that was what was instructed of me todo, reply to this email with a .txt file attached)
I will compile the information again, and resubmit!
The folks who handle the CS Twitter are the same ones who post here. They are Forum Support Agents, who serve as an Information desk to help you navigate the support system
I have no idea where you got this…
Blizzard does not outsource support. The main CS/GM team for NA ix at the Blizzard campus in Austin, TX. With some mgt and a few others at HQ in Irvine.
For EU the CS/GM team has been out of Cork, Ireland, with some mgt and and a few others at Versailles France.
This sounds like maybe a secret question? They don’t use those very often. They often use a Govt Issued ID.
I see Vrak replied and that you are getting a lot of good info on how to navigate the system.
If your real name is on the account, and you have the right ID you will most likely get the account back.
there have been reports of NA customers getting ticket responses marked as being from EU support agents.
…i thought it may have been some sort of change implemented since the battlenet chat was changed to enable NA + EU customers to chat.
(or it could just be people talking out their hats)
Blues here have said that while primarily you’ll get answers from your own region, sometimes EU and NA will answer tickets for each other, usually in the overnight hours etc when one region is active and the other isn’t.
IIRC, Game Masters don’t use ZenDesk but have their own tools built in-house, specifically to interface with Blizzard games. That was the reason they couldn’t ever work from home until the pandemic started.