the moment you need them and open a customer ticket the timing says 9 days 12 hours…
so much for caring about your clients blizz.
totally needs more investment into customer support.
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Oh, that’s at least better than when I had to do a last name change. It was up past 22 days or sumpin.
I finally just posted about it on the CS forum, and it got taken care of in a day or two.
But, yyeeaahhh, ever since Blizz cut down on their CSR, it’s been bad. 
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You can move your post to the Customer Support forum. That is an Information Desk moderated by Blizzard staff. They should be able to tell you what the accurate current ticket time is for your issue. The given time is the longest ticket in queue, and includes specialist tickets. Most do not take very long though. They are within the normal 24-48 hours. Some faster based on priority.
To move your thread hit the edit pencil and you should see a drop down menu. Change it from General Discussion to Customer Support to move your own thread.
It is not great, but the last time they laid off CS staff was 2012 when they removed 600. Since then though they released a lot more games and hired back. They were not impacted by recent layoffs the past several rounds.
Not saying how they have it set up is optimal, but they did not remove people. The CS folks handle all Blizzard games and services, not just WoW.
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People really over estimate what their needs are.
k will try that out thank u
That’s interesting, I didn’t know this. I always assumed there were groups that specialized in each game. I wonder if that’s the cause of some player ire, like when we need to open multiple tickets to get an issue resolved.
Yeah, I remember that. I also remember being able to call in to CS when it was dire.
Just never been the same, to me. The silly RP was mostly gone, ticket times were up. Idk, I miss the silly. It was a lot of fun to have that.
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Still waiting for my Glorious Tyranny and Prideful Gladiator’s Elite set from Season 15 (Mists of Pandaria 5.4). It’s almost been a decade, still no adequate fix across the board 
Holy cow that’s bad.
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They chose to cut expenses and severely under staff the customer service area. I remember back in Vanilla opening a ticket and having a GM chatting with me in about 15 minutes. Last time I opened a ticket it was over a week only to receive some form letter saying they couldn’t help me.
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When all they had was WoW really that needed any sort of GM/CS support that was true. Diablo 2 and Starcraft had no real needs. WoW, SC2, D3, Hearthstone, HotS, OW, etc - they now have a MUCH larger total player base who uses Bnet accounts, the website, shop, etc. Billing and account issues make up a lot of it. For WoW they made a lot of the issues into Self Help tools so we now have the GM tools to do things like restore an item, un-delete a character, etc. With the bulk of it being account/billing issues it makes sense they go to one team who are cross trained.
Yeah, when land lines were still a thing and the other games had not released yet. It got to the point that it took hours of calling back to get through the busy signal. Then you sat in queue for 2 hours before your turn came up. All that time, wasting phone minutes if you were on a cell phone and crossing fingers your cell did not disconnect and you had to start over. Worse, it was supposed to only be for Billing and Account access issues, but people called for in-game stuff, GM jokes, to complain about the game, to try to appeal actions, etc. So a lot of the phone calls were not even things the phone support was supposed to handle.
They went to Phone Callback and Live Chat for Billing, Account access, and some Tech Support issues now. When available. Pandemic made a mess of that too.
A lot of time people are unaware of just what the GMs are allowed to help with and what they are not.
This article does a good job going over it all.
Seems par for the course when the president of Blizzard himself outright just says he doesn’t think customer support isnt important. At least not important enough to make it a priority.