Those tickets look good, Maineiac. I believe the response times are sitting around 2 weeks right now for that. Hopefully a little faster so your wife can play with the new UI and Talents a bit before the pre-launch event starts.
It looks like someone with their own narrative hijacked your thread, for that I"m sorry. If you have any other questions feel free to create a new thread.
If I’m reading the sheet in that correctly it is stating that we went from 17 Support to 5? I’m not entirely certain what that number is supposed to actually represent, but support overall is a quite a bit more.
We do prepare for product launches, and ramp up help, including temporary help in preparation for an expansion launch. The recent deluge of tickets was beyond that predictable influx though.
What we don’t have is a bunch of extra trained staff that can just appear whenever they are needed to address temporary influxes of tickets and then disappear when things return to normal. As nice as that would be, it isn’t practical.
It always amazes me how many times I’ve seen the claim how easy X, Y or Z would be, when you have no real insight into how our systems work.
Some things have changed for the better, but no, what makes us Blizzard is still very much alive.
It seems this thread has gotten pretty far off track so I’m going to keep it locked.