I’m experiencing sudden and random lag issues in game for a second time within a month. Am I the only one on here who has and is having in game issues that Support bots ignore when you submit a ticket. The bots repeat for you to read forum post and give advice that you state that you already have done while they deny the problem being from their end then close the ticket with making threats towards you?
Since I have been repeatedly advised to read forum post to resolve an issue that has been confirmed to NOT BE ON MY END and have EVERYTHING IS SAY IGNORED I am now opening a forum post to address lagging issues that for a second time Blizzard Support Bots ignore. FOR BLIZZARD STAFF THIS IS IN RESPONSE TO Ticket Number: US103973215.
Hi, this forum is for peer-to-peer troubleshooting. You’re currently disparaging a human who used a template response. That’s not a good way to encourage anyone else to assist you.
If there were bots answering tickets, there would be no wait time for anyone.
Lag and connection issues are not something Blizzard (a gaming company) can do much about. If you followed all of the connection troubleshooting steps, your next point of contact should be your ISP.
Back in the day, Blizzard used to talk to ISPs that they saw having big disconnection events, and they may still do that behind the scenes, but they no longer openly state that they do so. That said, Blizzard is not an ISP, so your connection to the Google datacenters where their games are hosted isn’t really part of their responsibility.
Edit:
I highly doubt someone in the support staff threatened you in any way. Feel free to provide evidence of the specific threat.
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Ending a ticket, marked resolved when the issue was not resolved, with the comment “Continuing to open tickets may lead to actions taken against this Battle.net account” sounds like a threat to me. I reported an issue and was repeatedly ignored and told to do things that I have stated and proven that I had done. At the same time being given a gaslighting response claiming that I was the only one having this issue seems disparaging towards me for trying to get some help with something that I pay a subscription for. How am I supposed to feel in a situation like this?
Sounds like you opened more than a reasonable amount of tickets to garner that response and the staff was being harassed over an issue they cannot address for you.
Subscription fees are for game license access on Blizzard servers. How you connect to the game servers is between you and your ISP, not Blizzard and you.
I think you’ve made it clear how you feel.
If you perform connection troubleshooting and it doesn’t resolve an issue, you can peek into this forum to see if there are constant new threads concerning the same matter. If you’re not seeing that occur (like right now), then it’s likely a problem between you and the server. Sometimes a VPN can help, and sometimes you just have to wait until the route is repaired. These are things you can discuss with your ISP. However, no amount of tickets will be able to address that type of issue.
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You were not ignored, Auo. You were provided what advice our Support staff could. As you said the issue appears to be only with you, which as Nicole pointed out, it often an ISP issue, which we cannot usually assist with. We can only provide basic troubleshooting for these matters.
The previous game master stated much of this in their reply here:
First and foremost, I want to sincerely apologize for the frustration you’ve been experiencing. I can understand how incredibly upsetting it must be to feel like you’re not being heard, especially after you’ve already gone through the troubleshooting steps and provided the necessary information. I understand how you may be feeling, and I completely respect your time and effort in trying to get this issue resolved. It’s clear you care about your experience, and I’m genuinely sorry that you’ve been left feeling unheard.
However, I want to clarify that as Game Masters, we don’t have the tools or access to directly address specific hardware, third-party software, operating system, or network issues. This is why the steps we’ve provided so far are general solutions that can often help resolve such problems for players. I understand this might not feel helpful, but we truly want to see you have the best experience possible. In this case, I’d strongly recommend checking our forums, as they’re a valuable resource. Other players who have faced the same issue might have found potential workarounds or solutions that could work for you as well.
I know this isn’t the resolution you were hoping for, but I can assure you that we do care about your concerns. Please hang in there, and we’ll continue to do everything we can to ensure a better experience moving forward.
The “threat” you received is because at a certain point we reach the end of what assistance we may be able to provide and consider that matter closed. If you decide to put in more tickets, especially one in all caps with multiple expletives, threatening legal action, that is well over the line of what is at all acceptable. We therefore ask you to stop contacting us on that particular issue.
I think most of us understand your frustration, Auo, but you haven’t been ignored, you haven’t been replied to by bots, you weren’t dismissed. We tried to provide what advice we could. It is outside the scope of what we can provide.
You were referred to the Tech Support forums because there are a lot of folks who hang out here who may be able to better troubleshoot your issue. If it is an ISP issue they maybe able to help determine where it is happening, which can help with talking to your ISP.
Good luck.
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I don’t think you’re following what I am saying. When I ask “How am I supposed to feel in a situation like this?” I am not stating how I feel, I’m stating that I am feeling judged for being upset in a situation.
The issue I am having is not how I connect “to the game”. It’s what happens “in the game”. When I am being told to do check my settings and I give proof that it is not an issue with my settings and I am told to check my settings again naturally anyone would get frustrated and upset. Especially when getting responses that suggest that no one else is having the same issue, which I also confirmed to not be true. I have had this kind of issue before and it was not from my end. That time the issue was ignored by support bots (I had confirmed that Blizzard does use bots when they get a large number of support tickets. Which also settles the “Blizzard is using AI” argument). It’s not an issue between me and my ISP. I’m just frustrated by being told to do something repeatedly and not heard when I prove that I have done what was being advised.
Whether you did the steps or not isn’t the issue. Even if you did them, Blizzard has no further advice to offer for connection troubleshooting beyond what they gave you. It’s all available at this link, too:
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I did not say that the issue appeared to be only with me. I said that was the response/treatment I was getting. Having the same advice repeated to me even when I gave verification that I followed said advice does sound like I was not being listened to, especially when nothing I said was acknowledged. The manner in which most of the replies given fit the profile of a bot generated message which led me to the opinion that I was speaking with bots. There’s a specific communication style and traits that distinguish between bots and actual people.
Templates are a way to save time when giving the same advice to hundreds of people encountering technical issues across the world. It’s easy to mistake that language for “bots,” but they are real people creating their own templates.
The beginning of my first response to you, about the P2P troubleshooting, is a template of sorts. Am I a bot?
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Not the same thing and we don’t use “bots” in those cases. When we are receiving a large volume of tickets we may do a few things.
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If it is about a specific subject (i.e. X quest is broken) we may try to round up all the tickets on that subject and provide a response, also called a “mass reply”. It is usually a message indicating that we are aware of the issue and we’re looking into it. If there is a workaround or other advice, we try to provide it in that response.
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We often receive a large number of tickets that Support simply cannot assist with. Those usually being game hints, bug reports, game suggestions. So, during periods of high volume tickets that fit that category may receive an initial response providing various advice on where to find quest help, where to report a bug, where to submit suggestions, etc… and advice to on resubmitting your ticket if that does not address your issue.
None of which are “bots” or AI. I get that AI is all the rage to talk about and everyone assumes it is simply everywhere, but it isn’t. We don’t currently use it to answer tickets. That isn’t to say that it might not be a useful tool, but we’re not there yet.
I’ll leave the rest to those who are more technically inclined than I am.
If you wish to provide information on what you are experiencing someone may be able to give you advice.
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I’m not questioning if there is more advice to be given or not. The issue is insisting that advice be followed and that the issue is on one end only and not acknowledging information given to verify what was being advised was done.
They can’t work through the troubleshooting of a connection problem with you, so there’s no need to acknowledge steps were completed or learn the results of those.
I don’t even know what specific issue we’re talking about, since this thread is just a rant about the support staff answering tickets.
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I feel that you are still missing some of what I am saying. First, I’ve had confirmed twice that in some situations bots are used to reduce the work load being sent out to human support agents. The first time this was confirmed was when there was whe the first Plunderstorm launched and caused major lag everywhere. Support got flooded with so many ticket that the support agents could not handle all of them and bots were used to take up some of the slack. My “AI” comment was to separate my reference to bots from that since it was originally believed that Blizz was using AI. The truth on that is many of the “AI” sites like Chatgpt and Meta are actually next get bots and not AI, only called AI to help make users feel better about using a bot site.
I understand completely that support cannot handle everything and I don’t have a problem with that. My issue lies in that I did what was suggested and was still advised to follow that advice while being told “it’s you and not us” even when I showed that it was not all just me. Standard customer service procedure would dictate that the customer, or subscriber, be acknowledged that they followed the suggested advice and then be informed that a copy if the situation would be passed onto someone else to investigate to confirm if the problem was on the other (Blizzard’s) end and if it was somehow that the proper personal would be assigned to rectify the situation. I got the complete opposite of that and, for a third time in the past year, left to wait for the situation to fix itself while not being able to enjoy the game.
Vrakthris,
I would like to invite you to read the first before the final reply in Ticket Number: US100179227 by Customer Support Champion Taishemara? More specifically point #1 and 2 part a and part b. This is from someone who I believe is or was your superior. Also, keep in mind that I am 55 years old and have worked a good part of 30 years in the customer service field and even won awards for outstanding customer service, the first time was when working a position that hardly had any contact with customers at a 5 star hotel. So I think I know from experience how customer service and resolving a customer issue works. I will not be trolled by a support agent nor will I speak with you any further on this!
Okay, well how you think Blizzard’s customer support should work and how it works are likely different things. Issues that fall outside their scope of support are not likely to be relayed to other, higher-ranking staff.
Since this is the troubleshooting area, and we’re not doing any of that, I don’t think continuing this thread is a productive use of time.
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YOU are saying that there’s a connection problem. I never said there was. I said that I have been experiencing bad lag and have done everything on my end to rectify the situation. Instead of having that acknowledged I had the same advice repeated to me while being told that it’s on my end only.
I apologize if this all sounds like a rant to you but it’s not. Though done through frustration I am trying to find a way to figure out what to do when everything that has been suggested and that I could think of has been done and the problem persist. I’m kind of feeling like I’ve been pushed between a rick and a hard place while being told that it’s all my fault.
I looked into the vocabulary of this description and found “No, lagging and connection problems are not the same thing in Blizzard forums, although they can be related. Lag refers to slow game performance, while connection problems are issues with the internet connection itself.”. I now consider this topic to be over
When discussing “lag” in this forum, we would classify it as a “connection problem,” so yes, I labeled it that way.
Edit:
It’s also the way you’re describing it elsewhere:
If other players on that server are not reporting “server lag,” then yes, it would be exclusive to you as the ticket mentioned.
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I feel that you are missing what I am saying, Auo.
What you are stating about “Support getting flooded with so many tickets and the support agents could not handle all of them and bots were used to take up some of the slack” is WRONG. It is not true, it is a fabrication. Yours or someone else’s is entirely immaterial.
I’m sorry, but no it isn’t.
If you feel you have encountered a bug of some kind that you feel should be looked into further, that would be a Bug Report. You can submit those through the in-game Support menu or by posting in the Bug Report forum.
We wouldn’t escalate your tech issue to have it investigated further, that is not within the scope of our support, there isn’t someone else to do that. It might be what you are expecting, but that is why we are at an impasse between what you believe should happen, and what we can do. We are at the end of what we (Blizzard) can do to help troubleshoot the issue.
What you can do is take the advice provided already… Meaning, post what information you can about the issues you have been experiencing, similar to what you put in your first ticket, focusing specifically on the symptoms and maybe what you have tried so far, and one of the other users may be able to help.
If you continue to focus solely on this exchange, the discussion will become unproductive, and I will have to close this thread. My goal is to ensure you receive the technical assistance you need, Auo, but that begins with you providing the necessary information for others to assist you effectively.
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Now for once in all of this I am finale given some advice/tips that actually address the situation. You are the first to suggest that I post in the Bug Report forum. I posted here because here was where the bot, I have not seen anything to make me believe otherwise, that I was speaking with on the support tickets advised that I post here. Another example that I was not being listened to.
My apologies for the frustration that may have been caused. I was actually following advise given by posting here with the intent of trying to figure out how to properly address the situation that I still feel was not, admitted that some of it could have been my fault (side effect of my P.T.S.D.), being completely heard.
On another note, that is standard customer service procedure. It might not be the policy that Blizzard follows but it is standard customer service procedure that falls under conflict resolution. Research it if you don’t believe me.
Thank you for this info, not I can hopefully move forward in all of this
Not by posting in the Bug Report forum, as I don’t believe that will solve your issue, but it seems no matter what anyone says you will hold to your own narrative.
If you wish to actually get advice on what might be the issue I’d recommend creating a new thread with the symptoms you are experiencing so that someone with Tech knowledge might be able to provide advice.
Locking this thread.
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