I had some issues and wanted them to migrate two of my bnets together. man…I expected a laugh and a boot, but they actually did it and were very helpful thru the process. The rep was on the phone with me …damn…45 minutes Id say. Really went out of their way to be helpful.
Last time I needed help I got that auto response crap so I just didnt even bother with it any further after reading the crapstorm some mention in here when theyve needed CS help.
I find that an interesting benchmark. The big CS layoff of 600 people was in 2012. They had gotten rid of the call in line not much later than that and went to tickets only with some live chat and phone callback. By 2019 phone callback was gone too.
So a lot of the changes people decry, were in place when you felt service was really good.
I don’t know what has changed since then, really. What they do a terrible job of is educating players about what they can, and can’t get GM help with. So the template replies just frustrate everyone instead of a player going “oh, that is considered a game hint - I can look on Wowhead or ask the forums/reddit/discord”. Then they know not to ticket for that sort of thing again and save the tickets for things like Billing, account compromises, account changes/password/email/phone, etc.
Yeah, they used to be able to consolidate the licenses onto one Bnet account. They could not smoosh together accounts/licenses like some wanted, but they could put them all on one Bnet. Even if the account was from Pre-Bnet existence. I am guessing you were able to get the phone callback service to help with that account issue. Very nice.
Not too long ago they stopped moving licenses at all. Not even something folks can ask for.
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Are you certain you want to use the word “unprofessional” here? A WoW forum isn’t exactly a professional setting. How about “inconsiderate response” or “rude response” or maybe “big ole stupid thingy you said”?
I am always professional at work. Not sure I’m up for it in a video game. Unless someone calls HR of course.
I had to go live chat. Once I got a human being we had the situation resolved in five minutes.
They did have to talk about it with someone over them, but reversed “the situation” for me readily. They also said there was no record of anything, including a reason. So, it should have been handled on the first ticket really. Might be for the best it wasn’t though.
I did end up losing a few mounts and toys in the process, but overall I was happy.
the one mount is going to be a pain to get again but Im not losing any sleep over it.
I was overly impressed with CS at that point. Though Im sure its a lot more $$$ for that kind of customer service.
At this point in time I really cant say if I went back id even bother having it done again.
I had spread myself thin over multiple accounts…a problem I still kinda have, lol…and I was sort of irritated that I had gotten some things on one bnet and not on another, which was why I wanted to do it. But at this point Im seeing that had I left it alone it would give me something to do in game again.
I run new alts because I enjoy playing the game. There wasnt really any good reason to combine bnets and not have that goal there to do on the other since I enjoy doing the content again.
Live and learn.
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I just have no patience, lol. Its a personal flaw. Just seeing an auto response grinds on my nerves enough that I just figure better to leave it alone if blood isnt coming out of my ears over it.
back in the day when actual devs would contact you in game instead of the automation yes good experience not so much now.
that truly is weird.
if i have to make a phone call, to pretty much anywhere, i don’t get to speak to a human.
i have to go through a maze of “pick a number”… and hope one of the menu options is close enough to whatever the issue is.
i feel like people are entirely overlooking how business is done, and they seem to want personalized service, on call.
People complain about how GMs don’t contact them in game anymore, but when they did, you can bet that it was a case of “i was in the middle of doing a thing! they should have waited!”
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People always said “if you don’t like the direction the game is going leave, Blizzard only listens to money”. Well millions have left, and with them millions of Dollars. Something has to give so CS suffers. If you like the direction the game has gone there should be no problem.
Developers did not contact folks in game unless you were playing Beta and they had questions. Devs don’t do Customer Support. GMs do, but not Devs.
The CS team supports all Blizzard games and services, not just WoW. They have since those games released, mostly starting with D3, then Hearthstone, HotS, Overwatch, etc. Then they expanded the Bnet app to allow some Activision purchases as well, added purchase services for multiple games such as game shops, etc.
What they do has grown exponentially, and most of the WoW tasks they did were turned into Self Help tools so you did not have to wait on a person for most things. This is top of my head brainstorming. Let me know if I forgot something they now have a self help tool for.
Self Help:
- WoW Char unstuck. Use website if in-game won’t work. Ticket only needed if that fails.
- WoW item restore within what the logs/policies support.
- WoW mail restore within what the logs/policies support.
- WoW character restore within the cooldown limits that CS can’t over ride.
- All game Refund tool if purchase and account qualify based on the Refund Policy. Only need a GM if that fails and needs a manual check/approval.
Those all used to be a wait for a real person and now they can be done pretty fast by the customer which is nice.
There are also many things people put in tickets for that GMs don’t do, and never did. They don’t take Bug Reports for QA, and they are not allowed to give game hints for example. Yet people put in tickets for both which CS can’t help with.
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My problem continues to persist. I won’t be discussing what it is here on the forums.
Is there a way to politely ask them not to copy and paste weird smilies and ASCII-art into the replies?