In terms of blizz customer service… When I put in a ticket with 5+ screenshots, every single piece of info possible. As well as including I followed the support page to each dead end and my only option WAS putting in a ticket…
And I get an automated response linking me to the very support I linked them and told them I already tried. Having then to reopen the ticket, lay out another paragraph and getting another automated response with more links to the support page.
Tbh there is a massive break down between blizz and their system for determining escalation. It shouldn’t take 4-5 reopenings to talk to an actual person. When I did finally manage to get a real person, they instantaneously solved my problem with all the info I provided in my original ticket.
Granted they don’t have the resources to answer every ticket by hand, they SHOULD have the resources to have an ai ticket system with the mental capacity above a kindergardener.
so… they were able to fix your issue and you’re still mad?
k.
…and you’re always going to get directed to the self-help options first… even if you already say you’ve “tried everything”.
I mean… look at how many people will put their foot down INSISTING something is a bug, only to discover that it’s a UI issue (after they’ve already claimed that they’ve reset their UI, or are REFUSING to reset their UI, because “it worked yesterday, blizz obviously broke something”.)
Again, this is a player created issue.
If people took the initiative to trouble-shoot on their own, systems wouldn’t need to be created to cater to the sheer quantity of people who can’t do a little house-keeping, or don’t know how to check recent comments on wowhead.
As always, the people who do the right thing have to suffer… and the people who need their hands held, will continue to be a drain on resources.
When “google it” is the right answer, then I suppose deal with that. They could add something more clear like explaining that it is against Blizzard policy to provide game hints. Providing an answer along with the policy helps educate the player so they don’t put in a second ticket for the same type of thing, and understand why they are using other resources.
“It is against Blizzard policy to give game hints. Please use a third party game knowledge base like Wowhead or ask your fellow players on the forums, reddit, or discords.”
Blizzard has never allowed the GMs to give game hints. I realize people WANT that service, but that is not one they offer.
So yeah, if you were a GM you would indeed get paid to follow policy. You would spend your time answering tickets for all Blizzard games - mostly account access (lost password, email, phone, etc.), compromises, billing/payment issues, appeals.
Things that use the self service options (char unstuck, mail recovery, item recovery, guild master dethrone, character un-delete), or that are not the GM’s job (Bug report/fixes in most cases, game hints, game feedback, etc.) should get provided the proper routes for those with an explanation of policy.
Note - even with the topics they don’t deal with, Blizzard still has a days long queue for support tickets. No GM is “bored” and hitting a google it button. They have a ton of work at all hours of day and night per their shifts in diff regions.
You know, now that I think of it, there was a tip somewhere like that.
I just get so frustrated that the policies are not made clear right up front. People end up wasting their time, and the GM’s time with issues that can’t be resolved through that path. Then they get what feels like (and likely is) a triage response pointing to other resources. But it does not say WHY they get pointed at other resources - so it just pisses people off. I would rather educate instead of “just” shoving people to the other resources.
I wish they would let me re-write the templates for a lot of things but I would have to work there which is not ever going to happen. heh.
I do tend to take things literally, this is true. I thought you were saying they were intentionally just enjoying ignoring folks and sitting around watching Netflix or something. Well, I hope it helps someone better understand the current reporting system.
It also lets me vent my frustrations with how it works, and why it leads to poor customer experiences and perceptions.
Also my stupid notifications are stuck with not updating so I have no idea what people are replying to on the forums. I see green notification, but the actual list is stuck with old stuff from yesterday.
Yes and no. People should do their own research and troubleshooting, but if youve any amount of time in customer service. You know people wont.
Tickets like mine are definitely in the minority, but as I said. Its also a problem with automated escalation.
The system clearly isn’t checking the right boxes if it links you something that you linked in the ticket.
Thus, templates are sent, because much of the time, it’s an issue that can be resolved by the player and much of the time, it can be quest issues that GMs aren’t even allowed to help with 99.9% of the time.
Will weird or wrong occurrences happen? Absolutely. People aren’t infallible. Resubmitting the ticket solves this— in any facet of customer support.
We shall see what happens with CS moving forward after the Great Layoff of 2024.
I have not had to contact GM’s much over the years. I cannot recall any bad experiences and things have gotten worked out. It has taken some back and forth on rare occasions though.
I’ve only used them about 3 times in 16 years and they resolved the problem each time. I’ve always wondered what kinds of problems other people have had, because I just don’t seem to have many.
I agree, but unfortunately every time I put in a ticket, i have to reopen it a minimum of 3 times. And yes most times automation will fix it, but like i said. If its sending me the same exact links that I included in my ticket, the correct boxes for escalating arent being checked.
Its 99.9999999% user error for sure. But it would also be nice if the system also worked for the .0001% of us that already did the troubleshooting and research. Thats all im saying.
This is an extremely rare occurrence for me. I’ve never had to reopen tickets like this. Maybe it’s how they’re being worded and too much information being given. Short, succinct is what I’ve found works best. Also if you aren’t sure if the category is correct, check with CS forums. They’re usually pretty good about helping with which category to get the best response.
Yea no idea. My worst one was trying to redeem a tcg item. Went through the website, landro in-game. All the cs pages.
Included my trail of what I did and all the info blizz would need. It took 5 reopenings to get an actual person over a week later. And they just looked at my first ticket and was like yea the bot is dumb, check your ingame mail.
