You used to be able to call WoW support over the phone or chat with them online, but that no longer seems to be the case as they seem to ONLY work with tickets now. When did this change and why? WoW’s tech support was so good! Not that the people aren’t now. The folks who work the tickets still do a great job, but you used to be able to reach people right away.
Simply put, a lot of those positions where axed in layoffs over the years directly in their support department. That simple really.
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It’s going the same way as most big corps are handling support. RPA. Robotic Process Automation. I used to work for a large wireless company, over the last 6 months they’ve laid off 90% of their internal support staff.
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You can still talk to a person via live chat right away, but it’s restricted to account related issues, since game related issues are almost always of lesser priority (and has the most garbage tickets from mad people who can’t realistically be helped).
I think they moved to more automated systems to save money, although their customer support / in-game presence from the past was amazing and sure does put a dull point on the current " support ".
Damned if they did damned if they didn’t.
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I know, right? For me at least, that level of support alone was worth the monthly sub. I didn’t need it very often, but when I did, they were always extremely helpful and quick to solve any issues I had.
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I’ve been playing this game forever and I RARELY have to put in tickets anymore. I think they’ve done a good job with automating the solutions to most of the issues.
I think the last time I had to put in a ticket was at the beginning of BFA. I unlocked mag’har orcs pretty quickly and changed into one. I wanted to server transfer that character but he wouldn’t appear on the list of characters to select to transfer. Guess there was a bug with that and GM had to help me.
In the past I remember having to frequently put in tickets due to falling through the world and getting stuck.