Seriously?

Support Customer Support
1

Opened a ticket that was supposed to have been resolved “within 10 business days” at 11 business days (two weeks and a day).

To be clear. I waited 11 days and opened a NEW ticket to find out why the promised resolution hadn’t happened yet.

That ticket said 3-ish days for a response when I opened it.

This morning, a day later, it said 10-ish days.

This evening, it says 12-ish days.

Is this really what Blizzard calls “Customer Service” now?

I get that it might take a while, but how am I going backwards?

The promised resolution time (which has passed) is less that the projected ticket response time and it’s only getting WORSE as time passes.

Multi-dollar company in action.

2

Sorry to say with the recent Classic launch ticket times are up by a lot right now. Maybe if you tell everyone what issue your having maybe someone to could help advise a solution if that is at all possible.

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3

I’ve never heard of a ticket response time quoting it will be responded to within x business days. When you submit a ticket it will give you how long tickets are currently taking, this time isn’t a countdown nor a promised resolution time, and blizzard answers tickets around the clock and on weekends.

It’s been a couple days but when last I read, ticket responses were taking like 5-6 days not 12. It’s possible they’ve risen but that seems like a lot.

I would think if it’s been 11 days that something more is going on, unless you’ve had a back and forth with them already. We might have some more advice if you share more about your issue. When you click the support link in the upper right and look at your open tickets do you see any responses.

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4

That isn’t a normal estimate, it is specifically for a refund. It can usually take around 10 business days for the refund to apply to the original account.

When your ticket was addressed we put in for a refund request, that refund looks to have been granted. It is listed as refunded in your transaction history from what I can see.

The following is from our Support Article on refunds.

Once an order shows as Refunded in your order history, the money is always returned to the original payment method, and Blizzard Customer Support cannot speed up the return of funds. Refunds usually take 3-10 working days to fully complete. Please note that business days do not include weekends and public holidays. Depending on the payment method, the transaction can take up to 6 weeks.

It can usually take a little while for payment methods like Paypal, or other uncommon payment options, but I don’t think I’ve seen it take that long otherwise.

I’m not sure if this is an us thing or a not, but I’m poking around. Keep your ticket open, we may need to escalate the issue so I don’t want you resetting your place in the queue.

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5

I paid with a Visa card (possibly my MC). The merchant agreements for both required granted refunds to be processed within a day (30+ years in IT almost all of it in banking and financial services). There isn’t an option for “your bank may take 10 working days to process it” as they’re statutorially required to process it the (business day) it gets to them.

I waited the long end of their estimate (10 business days) and gave it one more.

I then opened a ticket and asked if there was something I needed to do on my end to make it happen - provide a CVV number or get them the date of the transaction or something.

Once again, this has turned from the issue I wrote about - the oddity of me going BACKWARDS in the queue for no reason that I can fathom (assuming I was in line, it was a 3 day line to start with, then a 10 day line, then a 12 day line over the course of two days).

THAT is what I was commenting on.

How is that possible?

I understand that there are a lot of tickets related to the abysmal mess Blizzard made of the recent Classic release (assuming the forum storm about it is based on anything other than user whining).

But there’s no reason I should have been going backwards. Whereever I was in line, the only direction I should have been going was forward unless I was getting bumped - which doesn’t make sense to me as a real-world-money issue seems like it should be a little higher up the triage list than “I got an auto-ban in a BG because I was tagged as AFK in a BG even though I was defending a node while I was eating Ramen and watching The Imperfects on Netflix at the time.”

By the way, there is no refund transaction on my end. That’s why I was asking if I needed to help. I can provide my online records (in the form of screenprints - not as access to the accounts) if needed.

I’ve looked at both cards’ history and it’s not there.

So if they think it has been done, it hasn’t. Something failed. Either the wrong transaction code was entered or . . . something. Given that it was an older transaction, the data might have had to be reentered manually and there is always the chance of a typo with that.

It looks like I have some sort of response now. I haven’t logged in to check (I’m in bed doing this on my phone and there’s no way I can read the tiny print on the ticket screen on my phone - I’ll look at it tomorrow).

It’s incredibly generous of Blizzard to approve this refund. I just don’t want it lost in IT heck somewhere.

And, again, the issue I wrote about wasn’t the refund or the missing refund, it was “How the heck am I going BACKWARDS in the queue?”

:slight_smile:

6

The number is not your position in the queue. It is the average number of days a ticket is expected to be in the queue. Your particular position would be ahead of that average which is increasing as more and more tickets are coming in.
Some think it is the longest time a ticket has been in the queue, but I know of tickets for very unique situations that that have been in there for weeks/months

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7

There’s a good possibility that’s true, but the text of it says, “Estimated time for your response” or some such thing.

How would it be useful to know the average response time for ALL responses? That would be . . . odd.

Maybe someone just needs to work on the wording of it. It’s definitely not clear.

I’ve always seen it go down before, not up. Which is why I opened this thread.

8

Just wanted to touch on this. There is a big difference between “processing it the same business day” and “available funds for the customer”.

That said, it sounds like something could be hung up, so follow Vrak’s advice. Maybe a centaur poking around will get some attention.

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As someone who spent three decades in Banking IT, I can tell you that there really isn’t.

Most merchants ignore the refund transaction completely and just let the transactions time out on confirmation (hence the 3-5 days they usually give you for when it will be processed).

As soon as the hold expires or the credit is made to your account the funds are supposed to be made available to you by the end of the next business day unless the transaction happened during the day in which case they’re to be made available to you that day.

Capital One just got in trouble for that about a year ago in their handling of ACH transactions, for instance. Big fines. Big change in how they handle things like this.

Bank One, Texas had a massive fight with the Feds in the mid-90s over deposits made in a branch in one end of the state not being immediately available at the other (a real problem before EDI for banking was made fully common). Even in the days of having to put the data on tape and physically fly it from one point to another, the requiredment for same-day availablility was there.

Just because you’re used to being messed about by merchants who don’t think Visa/MC will pull their authorization over misbehavior, doesn’t mean it’s not misbehavior.

I’ve pushed that button a few times in my life (not considering it here - it appears that my transaction really did get lost in IT heck at Blizzard as the ticket I referenced not being able to read last night was made in the same 10 minute window as the refund hitting my card - they found it and fixed it).

The merchant agreements for both Visa and Mastercard are freely available on the internet. It might pay to download them and take time time plowing through the legalese there to know what’s actually supposed to be going on behind the scenes so you can tell when some merchant is messing you over (generally out of laziness or ignorance rather than malice).

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10

I’m sitting here looking at my current ticket with a wait time of 35 days 14 hours. Blizzard has completely dropped the ball when it comes to customer support. It’s an absolute joke anymore. Sad.

11

The time is an ETA, based on the LONGEST ticket in queue (which would be an escalated ticket that requires much more work to solve). Current ticket times are around 14 days. Yes Blizzard are aware and doing what they can. Nobody is happy with the times.

There was a lot of issues and things that happened in a very short space of time, which blew out the ticket queue. Staff are working 24/7.

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12

If you care to share your ticket query, your fellow players might be able to advise if it is something a GM can help with? Under certain requests you may even get a automated response, and how to respond if this does happen.

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Ticket response time over a month?