You may think someone is doing their job linking a whole load of irrelevant wowhead information when they haven’t even read my query. But I do not.
I will feedback exactly how unhelpful the person was and how they were not knowledgeable.
It is a customer satisfaction survey. I’m going to give truthful feedback whether my experience is good or bad. That is the whole point.
So yes really.
And that’s your right.
But the way I see these kind of surveys it is less about “is the customer satisfied” and more about “and how can we deduct (or at least not pay more) this employee’s pay”, so I’m going to keep giving the top score regardless, and as long as that person wasn’t being a complete butt.
These days though I do tend to skip Blizzard’s, because really, the AI answer of “go check wowhead” is pointless when you’ve already told them you did so.
(and the weird “we’re like best buds” way of responding really annoys me)
Back in wrath I once opened a ticket asking if a GM would give me a hug as i was having a bad day (I know dumb ticket but I was young and stupid) not only did a GM appear in person but they gave me a hug, a Calico cat pet and told me that even when things are bad little acts of kindness can help and they hoped I liked the cat.
Fast forward to 2023, I decided to make a DK on alliance at the end of Dragon flight, got stuck on the quest to fly about on a frost dragon killing Scarlets and balistas as the scaling was so off.
Opened a ticket, first reply 2 days later told me to check wowhead despite my ticket stating I had.
Clicked the not resolved option and re-stated the problem was the scaling.
3rd ticket I was told to abandon and pick up the quest again and check wowhead.
4th ticket I actually got a reply from a definite human who told me it was a known issue and I had to basically wait for it to be patched, I asked why they couldn’t just complete the quest for me so I could leave the starting area and was told that’s not something they can do and to wait.(which happened at the start of TWW over a month later)
I had similar recently been they broke Shadowlands, and again took 3 tickets to get a human reply and told to wait for it to be patched.
This is like Americans tipping 15% for horrible service.
You don’t give people praise for being terrible or useless.
It will only make it worse.
I wouldn’t call it Customer Support anymore.
It’s Customer Dismissal.
lol… Believe me. That doesn’t happen.
But here’s the thing, imo I’m asked to rate an employee for the sole reason of either deducting their pay or firing them, I am not asked to rate the business - my answers won’t be used for the business to actually change, well, it might change for the worse when they fire an employee who was competent and replace them with someone they won’t spend the resources to train or (worse) a chat-bot.
The thing that’s making it worse is not “horrible service”, the thing making it worse is corporate demand that things has to be done as quickly as possible and as cheap as possible.
And every glowing feedback score you give when bad or no support is given, makes the people in charge say look there is no issue. Customers are happy.
So I use the form for it’s purpose. If the service is bad I will say so. If the service is good, I will also say so.
Yes - but imo its purpose should be “if we didn’t do well enough how can we get better” but what I see it used for is “how can we make it this particular employee’s fault that the customer is a pain”.
That said, if I reach out to customer service saying “I have problem A” and the first response is “Look elsewhere” then I have to reach out again saying “I did, I have problem A” and their new answer is “go look elsewhere”, so I reach out a third time, and now I get a non automated answer from a person who solves (or at least tries to within the constraints of their job) problem A, and am then asked to Rate Employee’s Performance.
Is this good service? Not in my opinion, no, but I’m not actually asked to rate the service or the interactions I have had with the company to get a solution to my problem, I am asked to rate the only human that has (tried to) help, despite the fact that by now it has taken 3+ days to even get to a human.
And that’s why I’m not going to say anything else than “they did a great job. Still not recommending your company to others though”
(And also, lots of people tend to rate low because “they only did what I asked them to, so they shouldn’t get top marks for that”, when that’s exactly what they should get top marks for, but that’s a whole 'nother discussion we’re not going to have now 
)
I worked in customer service many years ago before getting a job I like.
They directly awarded bonuses based upon 5 star feedback, so even if the problem was policy not allowing something the employee suffered for refusing to break company policy.
Remember don’t be angry with the employee telling you no. They have to. They would love another 5* rating, since it either helps make bank or at the very least avoids punishments for the employee.
What you say makes sense, because this is how it should be.
However, i can say from experience that often CS gives negative or standoffish responses by orders from their superiors.
And their paycheck literally depends on 4 or 5 stars.
Meaning that you giving them a bad response will penalize them from doing their job just as Blizzard wants them to.
its not fair in the slightest and i truly feel for them.
You are right. You must only give a good response if your issue was addressed. But this actively harms the paycheck of the workers through no fault of their own.
The system is crooked.
I am well aware how the company also uses the feedback but I’m not talking about an issue of a CS said no that they can’t deal with my issue. I’m not unhappy with the service agent if they said they can’t do anything about it. I don’t try to use them for bug reports for example where they wouldn’t be able to help me.
However, I’m talking about receiving bad service, actual bad advice, answered in bad faith, ignoring the issue etc. I’m not here to tell anyone what they should put on a feedback form but I’m personally not willing to lie. I’m not going to say someone did an excellent job when they did a terrible one.
Yes, I understand that. But I’m still going to give honest feedback. I’m not going to be held to ransom by a business practice that means we just end up with a worse and worse service.
I’ve had some amazing GMs help me over the course of playing the game. Some have had to tackles some terrible issues and control my character to fix issues. I’ve also had some great GMs tell me they can’t fix my issue. That still isn’t doing a bad job.
It’s a real shame that Blizzard support has dropped so much in it’s standards over the years. Even before Microsoft had acquired Blizzard the standard of ticket responses had dropped. And MS is a great believer in outsourcing, but so are many companies.
Lets face it they all cut costs on stuff like this.
Since 2017 i contacted support once and it was during DF when i couldn’t figure out why the portal achievement doesn’t work.
They helped me.
That’s incredibly rare.
What you saying is i post one ticket a week 
No one is asking you to lie. If an agent does a bad job, I decline to leave a survey, otherwise if they solved the problem, I leave a good one.
That’s your prerogative. I’m gonna tell them
Nothing will ever improve if everyone just gives a false image of positivity. Your abstaining is probably balanced out by all the feedback given by disgrunted players complaining unfairly.
On the other hand I am not really expecting it to get any better, it’s not like they are suddenly going to invest in CS.
Genuinely don’t even know how to do that anymore. I had an issue before Christmas and spent a solid 15 minutes being rerouted through the same pages of “choose your own issue” pages in the support UI.
Nothing will ever improve if agents get continual bad reviews either, as that feedback in most companies goes no further than the manager of that agent.
The company I worked at didn’t even look at the comments made, just fed the ratings into an equation that spat out my bonus.
What does happen with continual bad reviews is that people lose income and ultimately their jobs, over something rarely their own fault.
I appreciate you want to make things better and that’s laudable, however giving managers license to deduct people’s wages, from an industry that’s usually badly paid, is not going to make anything better.
I know you genuinely believe that but we just see it very differently.
Punyelf is right. But me and Richard are also right.
Once again it all comes back to big companies wanting big bucks vs the little guy getting scrwd over by said company.
There needs to be a way to give honest feedback without harming the poor CS agent that is just trying to help the player.
Oftentimes i really wanted to help the player with their lost item or misused race change or something. But my manager just wiggled a finger at me and i had to come up with the most positive way possible to say no. It crushed my soul =(
It’s done on purpose to make it as awkward as possible. I feel the same way about the wowhead autopaste replies that it’s just to give up.
I’ve got quite good at navigating the menus but I can still end up going in circles until I manage to trigger the right part.