I don’t know if anyone has tried to deal with Customer Support lately, but my good gosh diddly, it has to be one of, if not THE WORST CS I have ever encountered.
The seemingly AI Generated “Game Masters” with Copy-Paste responses that do not answer any questions or provide any useful information whatsoever.
I can get better CS from Samsung, Telus, Motorola, heck even my credit card company, and many more than I can from Blizzard.
If anyone has tips on how to actually get real responses, I’m all ears.
You could mention what your problem is, specifically, and people might be able to help you resolve your issue, or point to what kind of ticket you want to open. Often, if you’re getting responses that don’t say much and don’t seem to apply to your situation, it’s because you’ve submitted a ticket for something that a GM can’t help you with.
You can also mark that your problem isn’t resolved and re-explain. It’s best to stick to simple, straightforward questions and resist the temptation to describe a whole chain of events and background info.
When I started I couldn’t believe the customer service here. It was absolutely spectacular. The people I would get on the phone were very helpful and very professional.
Now you can’t even get a ticket answered by a real person in any decent amount of time
Keep reopening the ticket until you get a reply.
Make sure to include screenshots and any pertinent info so you aren’t stuck in a loop.
I had the same problem when I tried to redeem a tcg item and landro was busted.
I included literally EVERYTHING.
had bullets of all their cs articles and how they didnt work. Screenshots of their tcg redemption site not working.
Everything imaginable so that a real person would see it and go… welp Ill mail it to you lol.
Still got 3 to 4 replies sending me the same articles I included in my ticket.
Just kept reopening it until I got someone.
They have not had phone support in many many years. The dial in went away over a decade ago, and the call back went away during the panedmic.
They are currently using some auto templates for a lot of first replies based on category and keywords. Esp if the system thinks you want something a GM can’t do.
The refund system is automated so that if the account is eligible it just grants it with no waiting. If it is more complicated you have to re-open the ticket and have a GM actually review the request. Keep in mind some things can’t be refunded if you have used them or if you are past the refund timer.
None. None at all anymore. They used to still do callbacks for some of the billing and account issues but that seems gone for a few years now. They don’t even do Live chat most of the time.
It is an auto reply most of the time and then if that does not help, a re-open of the ticket gets a real person, most of the time I think?
There are just a lot of things players want that GMs don’t or can’t do though. The CS forum is a great Information Desk to help folks figure out how to navigate the support system, what ticket category to use, explain polices, explain services, etc. It can save people a lot of time and frustration if they just go there, state their issue, and ask how to best resolve it. Someone will be happy to get them on the right track the fastest way.
Just come visit us on the CS forum first if you do. It will save you a ton of time and annoyance. Just be sure to say you know that the forum is not a path to a GM, but that you are looking for the best ticket path (or other solution) for X problem.
I’ve had 3 tickets in to CS in the last month, yeah it took some time, as they’re seriously understaffed, but they were super apologetic for the delays, and once they contacted me (all in game) they were very helpful, polite, and damn efficient. I gave them glowing reviews & posts on CS forums too. Im impressed.