Yes, Iād be more bemused but neither more or less valued because theyād be apologising for something I (and everyone else that plays and clicked āI AGREEā on) Iām well aware about - that nowhere is it claimed the game will be accessible 100% of the time for whatever reason.
And if I were truly unhappy with things, I will stop playing any Blizzard game and move on. After all, this to me is a past time, a hobby and not as if theyāre providing a service that I truly depend on where outages are much more critical - such as a Telco, an ISP, or a financial institution.
ā¦thatās my point. If i got a response from a Blizz rep addressing my concerns and forwarding me to the Community Council post you just linked itād be one thing. Instead, I got some information about Overwatch 2ā¦
either way I think we agree on most thingsā¦ and the things we disagree on are gucci. I appreciate your timeā¦ i still think this information should come from paid Blizzard reps and not the Community Council 
(unless they get paid too). I do appreciate the communityā¦ it is why I play the game
I had the link bookmarked. A GM likely wouldnāt have had it. The advice they gave about going to the forums was correct even if the game mentioned wasnāt.
The forums are for players to interact with other players. You are never guaranteed a Blizzard response.
Feedback, like bug reports, tends to be a one-way street. You only see a Blizzard post for those when they want more information, or they want it to stay in one thread. No response doesnāt mean it wasnāt read. It doesnāt mean your feedback/suggestion isnāt being considered. It doesnāt mean it isnāt going to be implemented.
You can give feedback on how your ticket was handled in the survey that is generated when your ticket is marked as resolved. That goes directly to the Customer Service management.
But if itās not directly acknowledged then no one knows wtf is going on or if thereās any real progress being made. My intention was never to interact with other playersā¦ itās always been to get a response from Blizzard, because (again) thatās who Iām paying. (and I didnāt make these posts to get their attention, unlikely as that is)
Maybe iām just jaded because I have customers that always let my Staff know their concerns directly, and we address those concerns directly in turn (preferably ASAP). Just because Blizzard is a huge corporation shouldnāt excuse them from doing the same, right?
The main thing Iām taking away from this thread is that a customer wants to discuss Blizzard policies with a representative from Blizzard.
With over 40 years in IT management for a wide variety of companies, I never worked in a company that would discuss marketing, development plans, infrastructure, or internal policies with a customer who just calls in to talk.
Discussions around those topics are not left to a single employee. Teams get involved. The outside party needs to be vetted and also go through an NDA process to ensure that anything said by the company isnāt all over Reddit within 2 hours.
Iām confused about to what end such a conversation would serve.
If itās just to present a great idea, facilities already exist for presenting it. The customer refusing to use them would trigger an alarm bells to me.
How long of a discussion are we talking about, particularly if itās to argue a ācaseā? Is the customer able to accept No as an answer or are they counting on wearing down Blizzard?
Frankly, I would question the motive behind insisting on only personal communication. It seems to be more than just talking to a Blizzard employee.
Hereās the thing and the main question: Do you want your feedback and suggestions heard and actioned by the right people? If so, Customer Support (via tickets) is most definitely the wrong place. You said earlier, even if a CS agent said āI understandā, that would be something. However, I hope you realize that CS does not pass along feedback. Itās simply not within the scope of their jobs. Instead, they would direct you to the appropriate place to send feedback.
Thatās good your company does that. Some companies have the resources (time and employees, with time being the most important factor) to address concerns in real-time. However:
This is like comparing apples to oranges. Blizzard is a company with millions of customers all wanting to be heard and acknowledged.
Going into the hypothetical here: Letās suppose Blizzard receives 50,000 suggestions or concerns per day (not including tickets). Now Blizzard has to read every single suggestion or concern, pass it along to the correct team, and finally send a message back to the submitter stating the suggestion or concern was passed along to the appropriate team. That now opens up a whole new can of worms.
So now your suggestion or concern was passed along to the correct team, as stated in the message you got 2 months later stating as such. Yes, it took Blizzard 2 months to reply to your message and pass along the suggestion or concern to the appropriate team. Now the appropriate team has an inbox full of suggestions and concerns they have to go through. It would be a never-ending battle of incoming suggestion, acknowledgement, forward to appropriate team, appropriate team sends acknowledgement some time later.
It simply would not be feasible for Blizzard to do what you want them to do. All they would do would be to acknowledge feedback, suggestions, and concerns. They would not get anything else done at all.
Everyone needs to be realistic when it comes to things like this. What works for one company might not work for another. So yes, you do need to stop bringing up your company and how they do things as your method would create an even greater backlog than Blizzard already has. It wouldnāt resolve the issue, it would compound the issue more than you think it would.
As an aside:
The post that Rufflebottom linked was posted by a WoW Developer, not a Community Council member.
More or less yes. Nothing proprietary that would require an NDAā¦ a simple acknowledgement from a real-life human in response to a direct question. Even if they canāt provide much info and re-directed to a specific Forum or Blue Post with more info, if itās already been addressed. I donāt think thatās too much to ask.
It would serve as proof that there is a team dedicated to, at the very minimum, providing itās customers with acknowledgement that they careā¦ even if itās BS. At least try to make it look like you care by having a real human give a real-time direct response. Basic customer service.
āNoā or āwe cannot provide more information on this matterā is perfectly ok. But, at least answer the question to your best ability. Acknowledge the frustration of being disconnected for 10minutes after being in a 4hr queue, only to be put back into a 4hr Queue.
Iām not asking for technical details. Iām asking for simple decency and not having to wait 5-10 days for a response. Idk why thatās so much to ask. If they donāt have enough Staffā¦ hire more staff, even seasonally. Yes, thatāll hurt the bottom lineā¦ but maybe itāll placate players
Not really tbh. Iām sure anything i suggest has been suggested before. What I do want is an answer to the best ability they can answer it. If i ask about Queue times on Faerlina, I donāt want a response about Overwatch 2. That 100% tells me they donāt care at all about customer satisfaction (actually happened).
Why? Expedia, Delta, Marriot, etc all have dedicated teams 24/7 that have customer service support. Sure itās outsourced overseas, but thatās fine. Blizzard doesnāt need people with technical expertiseā¦ they need Customer Support (as in someone to just hear customer bi*ch when they arenāt happy). Thatās a big part of customer serviceā¦
Yes. How many of those are repeat questions than can have basically the same response. if they have a dedicated team of 1000ā¦ thatās 50 a dayā¦ not crazy. I donāt think theyād do that because they answer to shareholders, and shareholders donāt care about customer satisfaction, but thatās my point.
Even if itās just thatā¦ thatās better than whatās happening now.
Why does Blizzard have a backlog? Can they not afford more staff? Why are the customers that are the backbone of the company incurring this debt?
I tried to be rational, but you are wanting more than Blizzard can provide. What youāre not realizing is different companies have different policies and procedures for how feedback and complaints are handled. In your mind, it should all operate using one method.
I really think weāve reached the end of this discussion, as it really is just turning into a circular argument. You wonāt be happy until Blizzard makes radical changes, but you do need to realize Blizzard will not do that for one person. Even 10,000, or a 100,000. In order for Blizzard to make changes like this, it would have to be the majority of the players complaining about the exact same thing (in this case, how complaints are handled). You donāt have that data, only Blizzard does.
Since I wonāt get drawn into a circular argument, Iām going to leave it here.
Unfortunately, I already got sucked in. And Iām not trying to sway anyone in any direction. This is what I chose to do tonight instead of actually playing the game (stupid). Appreciate the feedbackā¦ and sorry if i came off harsh
The customer is not always right and its not bad service to say no to someone.
Regarding Faerlina, or any other popular server, every launch, queues hit max. Faerlina is known as the streamer server and is one of the most active for classic. You get the same issue on retail, the top popped servers will get queues for the first few weeks. It equalises after a month or so when the returning players get bored or over the nostalgia. Blizz already uses top end hardware for servers, they dont need to update anything to deal with what is a player created temporary problem. Anyone who has played the game for a decade + knows thats the process.
Quoted for the absolute TRUTH. Itās attitudes like yours, Saba, that caused the so-called Great Resignation (among other reasons, but people who operate under āthe customer is always rightā is a huge part of it). Why do you deserve a small refund just because you canāt play on one single server, when your money entitled you to all of them? Why do you deserve to be placated? You either play, or you donāt.
You ask why Blizzard canāt add staff? Because no one wants to deal with attitudes like yours.
Did you even read the thread? Itās not that they said ānoā. Itās that i asked about WoW queues and their response was about Overwatch 2
Alright. I think itās probably a good time to close this one.
Thanks, all.