Excuse me, I’m asking out of genuine curiosity. Do Game Masters actually work 24/7? It’s been over 7 hours, and I haven’t received any response. I have a ticket regarding an appeal for an account suspension.
The appeal team is a different group and their turn around is about 3 days to a week.
8 Likes
Those seem to be running about a week, as I understand it.
But yes, tickets are worked 24/7.
10 Likes
The Customer Service/GM group handles tickets for all Blizzard games and services, not single games. So there is no “WoW” team. Most of what they do is Billing and Account Access, but also appeals, and for WoW - a few in-game things players can’t do themselves.
When you put in a ticket it goes into a “bucket” based on category. Those categories have different queue times. Appeals tends to be a long queue and is full of people from every game that Blizzard has.
The CS/GM teams are global. So when the US GMs are off work, the EU team will cover the queue. Even with that, ticket times are very long.
Also beware, you are going to get a template answer on your appeal. It is a form letter so they don’t type the same thing over and over, and so that each person gets the same information. The options on appeals are:
- Upheld
- Upheld - but with a reduced penalty duration.
- Escalated to a specialist (this is usually for Anti-Cheat to bump it back to the Hacks team to check the detection criteria for a false positive).
- Overturned with an apology
You can politely appeal up until they tell you that further appeals on that specific action will risk your Bnet account. At some point, no means no.
16 Likes
This post should be linked in an article and/or forum information board. It excellently covers much of the common questions and complaints that people have pertaining to appeals and ticket responses and would serve as a good reference point for other users.
11 Likes
That is kind of you to say! I just wrote it off the cuff. I suppose maybe I should save it…
9 Likes
This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.