I need a method to complain about Blizzard Support

Support Customer Support
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I was referred to here from a streamer as supposedly the forums are still useful. Short version, I want to complain about quality of customer service. There’s a correct way to treat people. The current method is not it. Blizzard used to be cool and RP the answers. Now? I would expect more from McDonald’s support staff.

For the last couple months, I had an issue that has been resolved due to bad policy that is written to be unhelpful. In short, it is the scam policy. “We won’t help you, but we want you to (do our jobs and) report those involved in scamming you.”

I no longer bother with reporting as I’m not the one that should be designing methods to protect the players. Servers used to have a sense of community, even cross-realms. Now we can’t trust anyone as we no longer have Blizzard’s protection.

Cool. Moving on.

I don’t know who or what is handling tickets, but it clearly is not those who are trained in customer service. I work the hardest customer service job known. What is it? I help those get access to services such as SNAP (foodstamps), Medicaid, and more. Not only do you have to be nice to them (even though they’re not customers & buying anything), you also have to know that their lives are not the best, and you have to try to help them get better. So, I know a thing or two about customer service.

I’ve opened tickets and would constantly get ignored. I would even say I was given misinformation by a few. Some of the staff are clearly not trained that they just close the ticket without a response. They won’t allow for a survey, and they force you back in the queue.

I had a legitimate report of a streamer that openly shares their WoW account live on stream. I gave links to clips. I was told “report in-game”. I’m not going to their server on whatever region, to try to find them. The ticket was deleted and ticket responders refuse to even talk about it.

I have been requesting a method to complain ABOUT customer service, but I keep getting responses as if it has anything to do with my previous ticket thread. It’s not. I know that policy allows for laziness. Cool. I’m not going to contribute to something that should be dealt with by staff. That’s fair. They don’t help me, I don’t help them. I follow the rules, and that’s good enough.

My last ticket response, I received a threat about opening another ticket regarding my original ticket. My last 2 tickets had nothing to do with my original ticket. Staff is clearly refusing to read or give me an option to report them and hold them accountable for being bad at customer service.

I know some companies do not have actual customer service staff. They’ll have whoever’s available do tickets. Usually it’s something like requiring everyone do x amount of tickets by end of day. You actually need to be trained to handle tickets and customer complaints. You need to be trained to understand people. Someone who is a 3D artist likely only knows simple customer service from a previous part-time job at a coffee shop.

So, how do I complain about customer service? Is there a person? Is there an email? It’s not Twitter. It’s not tickets. Feedback is for the game, not a general feedback for Blizzard. This effects all players and they need an option to complain if they feel they are mistreated. Some complaints are valid.

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Yes, and if they did that now the ticket times would be blown out further than they are.

Survey at the end of a ticket.

No.

No.

Errr…

Feedback can be provided for both, via the same avenue.

To what end?

Being told no we can’t do that, ok I’m going to have a tantrum until you do?

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You should be getting a customer satisfaction survey when a ticket is closed out.
If you are not seeing it, check your spam folder.

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Never saw anything like that. The surveys are something they have to check for us to give. I remember a GM joking with me once saying “they would spam me with a survey until I finished it.” That same GM said they have to send them to us for us to get them and sometimes they forget.

You can tell when they refuse to give one because this way they cannot get a negative review which should be reviewed by a supervisor. You would think at least.

I’ve been around since early BC. I cannot attest to quality prior to that, but things have definitely changed. I miss having Blizzard being a part of the experience of the game. Not only did they legit make an appearance, but they were personable.

EU blizzard seems to still do that. During the events of 2022, I had a GM request I get in game, I did. They messaged me in-game, explained everything. Helped me out, and it was such a wonderful experience. I asked what was going on as they didn’t seem like a regular GM. They said they were from EU region helping the US tickets out.

Makes a lot of sense as the EU family also handled other things (and events) better than US staff did.

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Actually I think the surveys are randomly auto-generated - to stop that very thing (and conspiracy theories from players who think they know Blizzard’s processes better than Blizzard).

Customers values have also changed though having tickets answered in a timely manner now matters more over personalised role playing.

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Yet many EU players make NA trial accounts just to be able to work with NA GM’s because their EU GM’s are unresponsive.

The recent high ticket times also hit the EU community and many of them posted in the NA customer support forum as a result.

For every fond memory of “the good old days”, there’s also a nightmare story. I recall being on hold for over two weeks waiting for someone to pick up the phone because that was the only way a particular category of ticket was handled.

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See, a large problem is that people think it is bad customer service to be told “no.”

Depending on the scam, Blizzard is generally pretty hands-off of things. Only in very specific instances can they help return materials, but almost never a player’s gold - especially not in the case of being scammed out of gold from an unsupported transaction such as a boost or carry. This is how it has always been. No one is entitled to a special exemption from those rules, no matter the case. You don’t elaborate how you were scammed, so it is difficult to elaborate on that. What I will say that is regardless of what streamers and the Reddit rabble like to parrot, you will not find a “sweet spot” GM that’ll do what you want if you keep opening tickets. The two articles I’m about to link are what stand as Blizzard’s stance on the matter. I will also reiterate for you and future people who trip over this thread - Blizzard will go after the scammer and if it is found that a scam did take place - they will remove the ill-gotten gains from the scammer. If people don’t report, then scammers will continue to scam.

KNOW WHO YOU ARE DEALING WITH. If you see a level 1 or a level 10 advertising in the trade services channel selling character services, that is against the rules right off the bat. Advertisers must be participating in the run/service being sold. Research who you’re dealing with, if at all possible. A little bit of leg work saves a lot of grief and even more gold.

All of my ramblings aside, I am sorry you were scammed and that you believe you had a poor customer service interaction, but I will die on the hill of ‘the customer is not always right’ and that it is absolutely not bad service to be told no, that nothing can be done in this instance.

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Depending on how you were ‘scammed’, which has quite a few different definitions, it’s very possible a GM can very well not help you.

Really the fact you know that your ‘scammer’ is a streamer and publicly shares their information, yet can’t be bothered to report them (You don’t need to be on someone’s server to report them) is leaving me a bit confused.

That’s not the point of reporting. Regardless of what rules and systems are in place people will one way or another find ways around them.

It may feel pointless because you aren’t told that action is being taken, but trust me, it makes a difference.

This is when you were told ‘no’ and the answer remains as such. I’ve had times where at my workplace I had to tell someone ‘no’ five different times when they asked the same thing in five different ways.

It’s a waste of time and resources.

Which, again, involves saying no sometimes. In the most polite way possible.

Of course I have zero way of knowing what happened to you, I’m sorry you got scammed in whatever way, but it seems that GMs have already decided on their course of action and aren’t budging.

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i don’t think this is even possible.
afaik, their system requires a response before a ticket can be closed.

they’re not going to talk to you about someone elses account.

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They are the same teams. The GM staff works 24/7 and work together in both the US and EU to make sure all hours are covered. There are not US GMs that only handle US tickets or EU GMs that only handle EU tickets. They may be based in separate regions but they are one team.

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If you wish to provide feedback on your GM interaction, there should be a survey avaliable once the ticket is completed in your ticket history.

https://us.battle.net/support/en/help/case

If you wish to provide feedback on the policy, that woud be:

You used the word “Scam” with out really identifying what kind of scam, however Blizzard can only enforce so many types of transactions, This is an older post, but it goes into more detail about what can be tracked and those that are not supported. Especially depends on how you negotiated said transaction, and depending on what type. Basically only things negotiated through a trade window, auction sale or cod mail are supported. And only with in the game text chat.

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Credit card companies, banks, phone companies, ISPs, businesses, and government offices haven’t been able to stop phone scams or e-mail scams. What do you feel Blizzard could do to prevent them when those companies that deal with real money can’t do it?

Right-click report works. Maybe not as fast as some players would like, but it works. Streamers have even proven that it works.

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Blizzard has never restored gold to people who engaged in unsupported transactions and get scammed (carries, boosts, gambling, loans, etc.). They also don’t tell you what penalties are applied to the other account, although scammers do tend to be penalized and lose all their ill gotten gains.

HOW to report scams has changed. You have two options. In game right click report which captures the name, server, location, logs, etc.

Boosting scams can be reported via ticket as well. https://us.battle.net/support/en/article/2521

OR if you don’t have that option, or want to add more context, videos, etc, you can email hacks@blizzard.com. They don’t reply usually, but that gets the info to the Hacks team who is in charge of investigations of cheating, exploits, organized scam schemes, etc. They don’t use our videos or screenshots directly, but they can serve as a starting point for investigating Blizzard’s own logs.

The wrong way to report other players, is to put in a ticket. GMs will tell you to use the in-game reporting methods.

You never did. Blizzard never returned gold if a carry went wrong. They also don’t get involved in loot disputes, although they may penalize a person running a scam. They don’t re-distribute the loot though.

They WILL help if it is a supported exchange like trade materials being exchanged for making an item - with the agreement in the game chat. If someone takes off with your mats after you used the trade window to set that up and agreed in chat, they usually will help and get mats back then penalize the person.

You are blaming CS for your misunderstanding of policy.

You can read more here which takes from policy and a Spotlight post explaining the difference between supported and unsupported transactions.

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If you report someone for something blizzard will not tell you the outcome. Also if this is something they are talking about on stream or discord then there is not much blizard will or can do. They will only act on information they find in there own system.

Scams suck and you should still report them when you see them. No they will not give you anything back or tell you what happened or what they did to the other person involved for unsupported transactions. Meaning anything you can not put in the trade window is not supported.

Also note anyone advertising boosting from a level 1 is a good sign you should not try their services and should report them! Also any deals should be fully spelled out in game chat. Be it private messages or in public chat. Anything said on discord or other places can not be verified by blizard.

US gm’s are not going to take the time to talk to you. Not unless you want ticket times to skyrocket. There is a reason they do not do that much any more.

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For feedback about policies, submitting a suggestion through the option found in the in-game menu would be best.

For individual feedback on a Game Master, you’ll want to fill out the survey that you should receive when your ticket is marked resolved.

That isn’t true. Game Masters have no control over the survey, it would kind of defeat the purpose of the survey if that were the case.

Unfortunately, I have no insight into that discussion so I cannot confirm what exactly was said, but as I mentioned, Game Masters have no control over sending out the survey.

If you didn’t receive one it is likely because you continually reopen your tickets. The survey as I mentioned, is sent out when your ticket is marked resolved.

There are two situations in which we may not provide a response. The first is where the contact is exploitative such as when a bad actor tries to submit a ticket pretending to be a legitimate user, we’ll close the ticket without a response if we’ve verified that the person is a scammer.

The second is when we’ve provided an answer multiple times and the person continues to submit additional tickets to challenge it. At a certain point we must move on.

Both are done so within policy and with approval.

I believe the rest has been covered as much as it can be by the others. I don’t see much benefit of leaving this one open. Thanks, all.

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