The absolute state of Customer Service

Support Customer Support
1

Your AI customer service bots need some work.

I turned in a ticket regarding latency resulting in a loss of rating in arena ( Ticket Number: US101394789), asking them to restore the rating that was lost as a result of an issue on Blizzard’s end. In the post, in which I provided screenshots of all the following points, I showed that:

  1. I was hitting 11-12 THOUSAND ms during the games.
  2. It wasn’t my computer, my internet, or my ISP; it was Blizzard. Not only does this not happen in other games, but while encountering the latency (since I literally, not figuratively, couldn’t play), I tested my latency to servers in NY and LA, and didn’t get above 100ms.

In response to this, your customer service bots told me to check my computer, then my internet, then my ISP. This is AFTER I provided the screenshots showing this wasn’t the case.

After resubmitting the ticket, telling them their error, and again asking them to correct Blizzard’s mistake, this is the response I received from your customer service support:

Greetings

Thank you for reaching out and taking the time to follow the provided steps. I’m sorry they didn’t resolve the issue you’re experiencing. It’s frustrating when troubleshooting steps don’t fix a problem.

Since you’ve exhausted the steps available through customer support, the next best course is to seek assistance from the broader community through forums, consult with a local tech expert, or contact your Internet Service Provider if you suspect a connection issue. Sometimes, the issue might require more specialized knowledge or diagnostics tools that aren’t readily available through our standard support channels.

Contact Activision Support if you’re experiencing issues with playing/launching any Call of Duty game. https://support.activision.com/contact_us

Our forums can be a great resource, as knowledgeable community members often encounter similar issues and can offer helpful advice or solutions.

Once again, I apologize for any inconvenience this has caused you.

Here’s the thing: THE TICKET WAS FROM WORLD OF WARCRAFT.

Not only did they not fix the issue, they had the gall to mark the issue as resolved when it objectively wasn’t, and they couldn’t even get THE CORRECT GAME.

Again, this isn’t user error, as I can show you screenshots where it says World of Warcraft RIGHT AT THE TOP OF THE SUBMISSION PAGE.

So here I am now, asking you politely to correct the issue. Please fix the rating loss. Moreover, maybe look into getting whoever is running your AI to fix the issues with that system… because something is clearly broken

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sigh…

The funny thing about this claim of AI is that, it would be resonable to expect NO wrong template responses, and much quicker ticket wait times.

Did you run a ping report to find out where in the multiple server hops the issue was?

Different routing. Makes a difference.

Fault finding 101.

Here’s the other thing. The GM’s work on ALL games within Blizzard/activision titles. Not just WoW.

GM’s are humans and humans will make mistakes.

But sincerely, I don’t think a GM can do what you have requested.

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…it’s clearly, clearly true.

Which was conducted - prior to contacting Blizzard - and showed that it wasn’t an issue with any of those.

A human being would have read the ticket and seen this was the case.

And you would hope they would be able to tell the difference, considering where both tickets came from, and the details contained within.

If a Blizzard GM cannot fix a error in Blizzard’s service, that is a sign of a rather fundamental issue with the company.

Seriously, every month we purchase a service; specifically, access to the World of Warcraft. If they cannot provide that service - AGAIN, their latency is such that it is a major gameplay disruption - and they are unable to fix that… why would anyone continue to pay for it?

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Did you provide a tracert/ping report to prove without doubt that the issue was at Blizzard and not one of the hops in between you and them?

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Do you mind enlightening us on why ticket responses take more than two minutes, then?

Some categories up to a week, even. That seems too human for AI, not nearly instant enough.

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Please don’t spread misinformation about the ticket system here, this is meant to be a resource to help players through the process.

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At no point have I done so.

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Source

Unfortunately, screenshots can be altered. Blizzard will only ever work with the data that they gather from their systems, since it is inviolate.

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It wasn’t a disconnect, it was a gigantic lag spike.

Whatever the case, though, the ball is in their court.

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When you proport that the GMs are AI bots, that is precisely what you are doing: Spreading misinformation.

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Form letters do not prove automation.

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Could you provide direction to this reality you hint at where human error is just an idea? I should very much like to visit it myself.

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I’d be more willing to entertain that thought if you had any supporting evidence.

In any case, this is not the forum for you to bash the GMs or spread misinformation. If you have suggestions, there are places for that. If you are dissatisfied by the GM’s performance, there is a survey for that. Whatever your goal here, there are neither GMs nor AI tools that view this forum.

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15

You have skirted this question several times now.

Did you provide Blizzard with a ping/tracert report that clearly showed that the issue was at Blizzard and not one of the many hops between you and them?

That is the only evidence that could potentially be considered.

Just because you don’t have issue with another game just shows that there isn’t an issue with the particular hops within the particular routing.

Due to the nature of online games and the internet being far from perfect, it would be doubtful to have something restored due to a latency issue that may or not involve Blizzard themselves.

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16

That is because Game Masters doesn’t deal with technical issues caused at your end as they don’t have access to your internet or computer. Game Masters are limited to what they can and can’t help with, and disconnections/lag at your end aren’t one of those.

If you are experiencing lag within the game, you will need to do some troubleshooting:

  • Restart any device, including modems and computer.
  • Make sure you’re not running any background programs that could be downloading games or other files
  • Make sure you’re firewall isn’t blocking/limiting your connection to the game.

Like, there is plenty of things to do first.

You could also do a complete WoW UI Reset incase there is bad or corrupted files, which yes, can cause connection problems also. If you have ruled it out from your end, then the next best place to get further help would be the Technical Support Forums.

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18

What a wonderful attitude you have. Do you treat everyone that way?

Did you know this is a player help player forum?

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In the context where you conflate the two situations, certainly.

But dispelling the notion that their Support staff is powered by AI is the core of this thread, pushing back against a common narrative that you help perpetuate.

The GMs not having the correct data present or clicking the wrong templates in their replies is a different matter entirely, and has a different avenue for correction.

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20

May I ask what evidence was provided? Because there is certain things that won’t be accepted, and some that will.

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Almost, if not all the time, If I get hit with a massive Lag Spike, it’s sourced at my ISP.

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I have a squirrel that likes to chew the internet line…

I catch that little rodent… squirrel stew for dinner.

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