My boyfriend’s account is currently locked and he cannot post on the forums so I will be helping him. My boyfriend has been contacting customer support for the past few days with no help. He needs to make a payment before he can sub back to WoW to which customer support says needs to happen over live chat. Customer support keeps telling my boyfriend to check for the live chat option the next day because it is closed for today. The only option that shows up on this link (sent to him by customer support) is web ticket, live chat is not an option at all (not greyed out, just not there at all). He has been waking up early everyday as soon as customer service opens to try and get into live chat but there is no live chat option showing up. He sends in a ticket saying it closed again and all he keeps getting is “try again tomorrow”. All he wants to do is pay and start playing again.
Can anyone help? How can he contact live chat if it is not showing up/closed everyday?
From my ticket "We can assist with this or help discuss the situation further, but overall it may be best to do this over a live channel to get the chance to chat about this directly.
Webchat hours: 5:00 AM - 3:00 PM PST
[ Times and availability subject to change ]"
They are lazy and don’t want to provide a service that you pay for. So they will just mess around for weeks or months and not actually help. They don’t even offer call back. For my ticket they have all the information they need and all the stuff done on my side and instead of just doing it… they say hey use this service we don’t actually have.
Actually, it’s not. Tolna is referring to the monthly subscription which is required in order to play. It only guarantees you access to the servers when they’re not in maintenance or otherwise not available. It’s what we agree to when we agree to the EULA.
Yes, we purchase expansions and our money goes to keeping the game running, we’re not guaranteed anything, including support. That said, yes, it would be silly not to provide support. But They’re not required to provide a specific kind of support or 24/7 access to support even though the GM team works 24/7.
Now, spreading misinformation like “So they will just mess around for weeks or months and not actually help” could be considered trolling as it’s not accurate in any way.
I’ve never seen support take “months” or even “weeks” to reply to tickets. It’s hyperbole at best.
Now, I don’t know what issue you are looking for assistance with from Blizz, but if you’re unable to access Live Chat (something that hasn’t shown available for me in a very long time now too), then you need to specify that in your ticket and request a call-back instead. Same goes for the OP.
To Be Clear. I put factually accurate information. At least one of us did. To correct you and no I’m not trolling as the information provided is factually accurate, and I’m not trying to inflame you as I’m again just correcting your statements with facts. If for some reason the facts upset you I am sorry and would be open to constructive feedback of how to better relay the facts. At the same time, I would be open to getting actual support too.
EULA actually states differently. Please don’t post misinformation. An example would be IV.
Your statement in fact is misinformation again here or as in this case you wanted to cal it trolling as you are not accurate in any way, but rather than let factually accurate statements which I can show, be published it’s better to mark it as inflammatory and hide it… (This is what we see you doing)
I didn’t state months or even weeks for response… I stated to get support this can be classified as a resolution.
So why false advertise webchat and webchat hours. Why are staff not trained like you to know that the service is usually not available? I’ve seen some posts ask for a callback, which is valuable information, but missing from most conversations. The support team should be aware of their availability or know how to check the page to see if the service is up. They should know to recommend or ask for a call-back number, and they should be trained on how to handle tickets.
I don’t spend my time making and responding to these posts because it’s fun… I would like to see something productive or educational come out of it. for me or bliz
That doesn’t look like factually accurate information. I understand you are frustrated, but that’s no excuse for insulting the people you want help from.
Because we often don’t know till that day if it’s going to be available or not.
I realize this isn’t a optimum situation, but thankfully it doesn’t often happen. Webchats are available more often now than they have been in 2 years. Only during extremely high ticket times is it taken down.
It still doesn’t take weeks or months. In only a very limited handful of situations (which I can count on one hand) have I ever seen them take “months” to resolve an issue and it was due to extremely rare circumstances. This is not in any way normal. Typically, resolutions are within 24hours.
Not sure what “IV” means. The EULA is large and has multiple sections. If you feel that there is one that states that you’re entitled to support from GMs, please feel free to link or copy it.
Who is “we” and since I have no moderation ability, there’s nothing at all that I’m able to “hide” that you’ve posted.
Yes, I’m beyond frustrated. I’ve created multiple support companies and this company is an embarrassment and it irks me sure. My frustration should be towards the leadership, not the lower-end employees who were not trained properly… I 100% agree and will actually say I’m sorry for that part. However, saying something like lazy when they don’t validate the information they give you is accurate or at least by definition and meaning, however, there was probably a less offensive PC version I could have used but can’t think of one.
Did I say typical or average? No. see facts matter and this statement you just made is factually accurate and I can support that.
There are multiple, so I stated a subsection that specifically states by creating an account not even paying you are entitled to support.
People who flag posts they don’t agree with as trolling or inflammatory when in fact they aren’t and then the support moderator who wants to hide the truth so they approve the flagging.
But they aren’t being lazy. If the live chat isn’t available during scheduled time it’s because all the ones working on live chat are currently working with someone. It doesn’t indicate anyone being lazy.
So it’s just a false advertisement? Either way, it doesn’t matter.
They could as a support representative, clicked a link saw it wasn’t available and asked for call back number, or just fix the issue as they had everything they needed already. Or included that the service is usually not available and to just keep checking every minute for a week or so.
Taking the shortest route without any verification to pawn off the work on someone else is by definition lazy.
That’s the EULA, yes, and I’m very familiar with where to find it. What I asked was for you to link or copy the “IV” section you’re referring to. There are several and I’m not seeing any supporting your claim.
So, an assumption that Blizz staff comes here to flag posts? To what end and why wouldn’t those who do have the power just moderate them under the current COC for the forums?
). but I was using it to be subtle in calling out the bliz staff doing it. Not specifically you there.