For 4 days straight I’ve been attempting to get a GM to send me a message in game and instead of doing so they refer me to: https://us.battle.net/support/en/help/contact/322/ticket which would be great to live chat, except for the duration of these hours over the last 4 days Live chat has remained unavailable.
What am I missing here?? Why are the GM staff closing the ticket as “Answered” without contacting me? I have 3 different issues to discuss that I’m not going to wait 24 hours each sentence back and forth figuring out over an email web ticket.
The time shown could be affected by your location, following the link for me now shows it open with a 1minute wait.
Unfortunately this forum isn’t a direct contact for GM staff, and since your fellow players can’t see your ticket history, my only guess is your issue simply is too complicated for an in game chat.
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Live chat availability, from what I have heard over the years in this forum, comes and goes depending on staffing. That’s a “come-and-go” regardless of the posted availability hours. We could debate the efficacy of giving a service operating hours while not being able to staff that service during those hours, but that’s for another thread, to be honest.
You never stated your actual issue, which begs the question, is Blizzard directing you to live chat because your issue is complicated, or are they directing you to live chat because you’re demanding to speak with someone?
Personally, I’d start the written ticket process, unless it’s the former. You stated it’s been four days; during that time your issue might have been resolved by written tickets.
If it is indeed the latter, I am not sure what advice to give. You need to leave that page open and just keep refreshing until the Live Support Chat option lights up.
After researching and finding other people who are having the same issue (even people who Kozzae had replied to himself) I’m convinced it’s probably an ISP issue at this point, as all of the settings across Chrome, Firefox, and Microsoft Edge all look fine.
As for the availability claim, if I’ve been refreshing throughout the timespan of 4 days and it remains unavailable my only option to initiate contact has been a web ticket. The 4 web tickets I’ve created the GMs have referred me to the live chat, and closed the ticket rather than allowing me to even respond IN that ticket (which then kicks me back to a longer response time restarting the 24 hours it takes them to get to the new initiated ticket).
Here’s a real simple fix: GM needs to contact me in game. Period. This isn’t rocket science, having played from day 1 of original BC and seeing how support functioned then this is a joke - and no one can’t blame this on COVID any more.
Support tickets are generally taken in the order they’re received. Sometimes that will mean that the person is not online when the ticket reaches the front of the queue. The Game Master team is not going to be able to hold a ticket and wait to see if they eventually sign on - even if they request a chat in-game.
If you have a specific question to ask, then it is best to provide that in your ticket instead of hoping to be caught online.
Your last ticket indicated you had some questions about how the chat reporting system works, and about your account status - but you did not elaborate on what your questions were or what concerns you had about your account status so the Game Masters were not able to answer fully.
Additionally, the Game Master team is going to be limited in what information they can provide you about the workings of the chat reporting system. We intentionally do not share specifics of this system.
I appreciate you responding. And yes that’s correct. As you probably noticed in my past few tickets I’ve made it explicitly clear that I would very much appreciate being contacted once I was in game, which was completely ignored and brushed over only for the GMs who answered those first tickets to give generic responses and an auto-“answered” status which again sent me to the back of the line. That lead to the frustration of where we currently stand.
And yes I do have specific questions, and I plan to fully elaborate once I’m contacted. What can you do to help ensure that this happens for me going forward? Again I would appreciate it. I shouldn’t have to create 4 tickets when all of them say the same thing: please contact me in game as the live chat system doesn’t seem to be working for me.
Instead, why not just explain what it is you’re looking to speak with them about? Live Chat is primarily for Tech and Billing support, not to speak with a GM when you’re not willing to provide specifics in a ticket.
Alternatively, if the question is just about how some systems work, you’re welcome to ask here. I just don’t recommend asking anything of a sensitive nature that you wouldn’t want a blue here providing as it’s a public forum.
But ultimately, you really just need to be specific in your ticket about what it is you’re asking. They’re not going to contact you in-game just because you want them to.
First off, this is not a request GM’s can fulfill. They are the ones who determine if they need to chat with you, in-game, though there’s rarely a reason to do so. Communication through the Support site is just fine for such an issue.
Second, even if they wanted to speak in-game, they are not going to simply wait for you to log on. Quite frankly, that’s precisely WHY they have the Support site: so they can communicate when schedules don’t align.
Third, and most important, your issue is not one that needs to be in-game to solve. I get it. You probably got a silence based on your chat habits, and you likely want a GM to “see” your realm’s chat to make a claim that people say much worse. That is not how it works. GM’s can see chat logs without needing to be in game. And if you need to bring GM attention to others’ behaviors, you need to use the right-click Report system.
I appreciate the help Perl, but I’m not going to elaborate here on what I’m asking for. And my goal this entire time has been asking for an in game whisper since this is an in game issue. THEN I was directed to live chat. 15 years of paying a subscription only to have in game chat by the GMs treated as a past time is inexcusable.
Honestly, I can do nothing to ensure this happens going forward - as I mentioned, that’s not how the ticket system works. Your ticket is taken in the order it’s received which may mean that you are not online when it reaches the front of the line. The ticket will be answered to the best of their ability at that time. They will not hold a ticket until you appear online.
If you are submitting a ticket and have a specific question, please put that question in the ticket itself. Do not wait to elaborate once you are contacted since there is no guarantee that you will be contacted in-game when filling out a support ticket.
If you’d like to ask your questions here, we (myself or one of the other forum folks) can try to offer some information/guidance. So long as it does not require making any changes to your account, part of our role here is to answer questions.
I am sorry that the Live Chat service is not working for you. We are open and are receiving chats from users - so I’m not sure why it’s not available to you regardless of what browsers you use We’ve seen some other reports of this and have been investigating why some users appear to hit this snag but it doesn’t appear to be very consistent.
I’m also not interested in a debate with any other players (thanks but no thanks) – this was created to get a message in an alternate communication platform to the GM staff since the ones that should work (ingame tickets) don’t seem to be getting the message across. I’ll be waiting for that in game ticket response now – my final message thanks.
No matter how long you’ve been playing (I’ve been playing longer. See? Nobody cares.), you are not guaranteed any level of service. They provide a much better Support system than many other companies, but they don’t take orders from you.
You can certainly do so, but they’re not going to contact you as a result of posting here. That’s not how it works.
You need to be specific in your ticket about what you want to ask. Failing that, you’re not going to get any answers.
Your time played, years of paying willingly for a subscription, none of that changes how the ticket system works or that you also have a responsibility to include the questions you have IN the ticket.
You could have saved yourself all this back and forth and all this time, just by adding your 3 issues to the ticket. Why you feel you shouldn’t have to is beyond me. Every other player seems to understand this simple step.
Even if it were an issue they need to fix (it’s not), they aren’t just going to do so without more information. Maybe it’s a bug, so they need you to post in the Bug Report Forum (or use the in-game tool). Maybe you don’t like how it is now, so you need to post a Suggestion in the General Forum (or use the in-game tool).
Just telling a GM in a whisper to “Fix it” isn’t how it works, and a GM isn’t one to “fix it” even if they wanted to.
We’ve seen some other reports of this and have been investigating why some users appear to hit this snag but it doesn’t appear to be very consistent.