The absolute state of Customer Service

[Cäpslöck-proudmoore]

Least angry Call of Duty player.

[Vorsol-thrall (Vorsol)]

No matter what they will not restore your ratings.

You should try to get help from tech support and do a ping path report.

Most of the time the issue is with your isp. Also do a full ui reset as a currupted ui can also cause what happened to you

[Vralok-turalyon (Vralok)]

Unless every single player on your server (or at least instance) was lagging at the same time, it wasn’t on Blizzard’s end. That doesn’t necessarily mean it was on your end either…it could’ve been somewhere in between. There are often 25-30 hops to get from you to the WOW servers, and a problem at any single point can cause an issue.

[Mirasol-mannoroth (Mirasol)]

@Cashlivin-crusader-strike

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:

You were asking for something that Blizzard does not do. They do not restore rating for any reason, no matter why it was lost.

The most they could try to do is assist you with connection troubleshooting which means giving you a template with tech resources. They also suggested you utilize community resources to help with your troubleshooting.

They also do not accept screenshots from players. Unfortunately that can too easily be falsified. They use only their own server logs, but as I said, they don’t restore rating for any reason.

This has never been any different. CS gave you the correct answer based on services offered and policy. It has nothing to do with AI.

I feel like throwing “AI” at anything someone does not like is a new trend of something. Bizarre.

[Guuah-wyrmrest-accord]

The funny thing is that this could be resolved by opening Command Prompt and /ping 8.8.8.8. That sends a ping back and forth between Google’s servers and your own machine, great for network diagnostics.

Seeing how you didn’t do that, or…really any troubleshooting at all, instead immediately going for the “It’s the GMs fault” isn’t helping you, nor are your false claims. Hell I’m willing to bet very few, if any, GMs work with the network side of things.

Whatever happened your ping spiked, and with your post it’s impossible to guess why. You aren’t getting your rating back however. Be it a network hiccup or an act of God those points are gone for good.

[Mightymeat-andorhal]

1. Even if it was their fault, they won’t touch your rating. Your rating is interconnected with everyone else’s, so they can’t just tinker with yours without opening up a can of worms that they’re just not interested in opening.

2. The responses you received are 100% their standard answers at the moment. For a variety of reasons you aren’t interested in hearing, it’s likely the server was fine and you had a problem with your connection that you don’t know how to troubleshoot. They used to offer help and provide assistance in figuring out the issue, but they don’t anymore. So they just suggest some places to seek out troubleshooting. The technical support forum has some regulars that will still help - be sure to include a winmtr or pingplotter, but I’m not even sure what IP to run it to these days as blizzard removed that information.

[Kozzae-doomhammer (Kozzae)]

Just fyi, support pages for winmtr and traces, as well as ip addresses to test traces, were recently removed. There are support pages for network optimization. I think op already mentioned receiving them.

[Mirasol-mannoroth (Mirasol)]

@Guuah-wyrmrest-accord

Hell I’m willing to bet very few, if any, GMs work with the network side of things.

Since the Microsoft change starting in Jan, there does not seem to be any Tech Support through Blizzard anymore. There are no blues posting on the Tech Support forums either. It is all MVPs and regulars.

As Kozzae said, they removed the network troubleshooting information from the Support Knowledge base. So people can’t even do an accurate WinMTR to the datacenter they are using.

@Guuah-wyrmrest-accord

That sends a ping back and forth between Google’s servers and your own machine, great for network diagnostics.

This only tells you information about the path between you and Google. Great for your local area that will be the same no matter where you are going. It does not help when you are connecting to something far away from Google’s servers.

Sort of like mapping the traffic to NY when you are actually going to LA. One is not like the other.

[Kozzae-doomhammer (Kozzae)]

@Cashlivin-crusader-strike

, I tested my latency to servers in NY and LA

While the ip addresses aren’t published, I’m not sure what ip addresses you used, server never were in NY, and LA servers were moved to Nevada some time ago. The wow servers are to my knowledge, in Chicago, Vegas and Australia.

[Kozzae-doomhammer (Kozzae)]

There’s information on the support page for self optimization. Or reaching out to the isp to check on their end. But there’s no information on how to trace to most servers, likely as a security move to minimize future ddos. Just my speculation.

Where is the winMTR/Tracert page?

Connection troubleshooting changed in the last few months to be more in line with the approach of other AAA gaming companies. Technical tickets no longer request connection test results; the staff answering the tickets no longer review connection tests. As such, the pages for those tests were retired. All of the current connection troubleshooting resources are here:

[Cameltowoo-area-52]

Did this lag affect anyone on your team? I know when a boss is placed in an area the fight does cause a huge lag spike (like oh the boss in the maw - Mor’geth). OMG that lag was completely off the charts making the entire zone unplayable until the fight was over.

yeah, that’s an issue with Blizzard but I don’t know why nor do I think Blizzard should compensate you for this latency issue.

This is a computer game via an internet connection. There will always be latency.

[Vrakthris]

@Cashlivin-crusader-strike

Your AI customer service bots need some work.

You are correct, Cashlivin, it certainly would, if we had one. Now we do have some automation, which provides an initial response when you put in a ticket for certain categories when we have a high volume of tickets. That is entirely based on the category that you put your ticket under though. If some kind of AI was automatically selecting the appropriate response it would be a lot more thorough.

The funny thing is, the second and third ticket were answered by humans. Yes, that last reply was more specific to Call of Duty/Activision games, but that is what we call Human Error.

@Cashlivin-crusader-strike

Please fix the rating loss.

I’m sorry, Cashlivin, but we wouldn’t be able to do that. We are not able to restore rating or provide reward for what you may have received if you didn’t disconnect or experience high latency.

The best we can do is recommend some troubleshooting steps to hopefully resolve any issues that might have caused the issue, which is what the rep was trying to do.

@Cashlivin-crusader-strike

they had the gall to mark the issue as resolved

That is how our tickets work. When a rep provides a response, the ticket is marked as resolved.

@Cashlivin-crusader-strike

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?

Unless this is being experienced by all players in the same situation it is likely not an “us” issue. You mention that you haven’t been having any issues playing other games, but that isn’t how that works. Every game you connect to goes through a route to get to it. You may not have an issue along any of the routes that your system is taking to get there. It sounds like there may be an issue along the route to us. That isn’t exactly an us thing, it usually means there is an issue with some backbone provider along the way, which needs to be worked out by them, usually by talking to your ISP, who can talk to that provider about potential issues.

If multiple users are experiencing an issue with high latency and disconnections, then that is something we’d need to look into overall and should be reported in the Bug Report forum.