Hello All,
May I ask if anyone knows how to raise a formal complaint with Blizzard if their Customer Support Team can’t assist?
It looks like there is no way to escalate an issue, which is weird as we are all paying customers and we are supposed to be able do that if needed.
Many thanks.
It depends generally about what. Do not include personal details if you want to divulge.
If its about the GM conduct itself, once the ticket closes you’re asked to fill in a survey and you can put in your feedback. Do note, the GM has to follow policies so trying to hammer them about that won’t work.
About other feedback, like game suggestions, rule/policy suggestions you can fill it through the ingame suggestion box and it will land at the appropriate team. You will not receive a response through any of these channels but it will be read.
Thanks Saneko!
I think the only option is to provide a feedback then, althoug it’s just crazy that we can’t escalate at all…
I mean you can ask in a new ticket for it to be escalated, a specialist or supervisor may take a look at it.
But honestly, if the first GM’s that responded to you followed the policy in question it may not yield a differing answer.
Yep, that would be handled by the same team, so not really an escalation 
Thanks again!
Thats the nice thing for them, you cant.
They just close your ticket and ignore the survey.
The survey is not ignored, if there are serious concerns or problems that matches what happened. As was noted: If feedback is given about a policy it will not be held against the GM, the survey is specifically about what happened between you and the GM interaction.
I play the game for a long long time, the costumer service gets worse and worse… They dont help with the issue, they close the tickets whenever they see fit … heck, 90% of the time it feels like its answered by a bot.
i filled out lots of surveys, my friends did… it still getting worse.
Whats especially mindblowing is that you need to wait up to 7 days for a reply, only to get a bot reply, so you have to wait up to 7 days again.
So either they ignore it or dont care… doesnt make a difference to me , their service sucks
don’t send tickets lol that’s useless for that . send mails to the upper bracket OR pr department of blizz if it’s really important. they probably won’t return to your mail but should be handled.
there’s absolutely no way of you knowing if it’s being ignored or not. i mean big companies like blizz usually have a quality control dept. that’s reviewing those stuff & taking actions accordingly but you can not know if that system is working or not since they don’t share any info about gms.
usually tho yes, those surveys are reviewed in bulk.
You could potentially write a formal physical letter and send it to their HQ 
I have received multiple responses from GM surveys, from GM supervisors or specialists within several hours after filling in the survey.
???
I once had a problem about not be able to purchase dragonflight expansion. I had immediate live chat with a member of customer support in game…
I just cant complain.
There no such thing as a “formal” complaint.
Not just in wow, in life.
It’s just something punters tell themselves to feel important
^^ I have been contacted after giving negative feedback and an explanation in the extra comments box.
as i said that’s how it goes but you still can’t know if that’s a regular think. i’ve never contacted about anything after the surveys for example
This all depends what it is.
Years ago I was hacked (even happened while the GM was in live chat with me and I had an authenticator on and it blew their mind) - anyhoo, their responsiveness, knowledge etc were exceptional.
If your complaint is you can’t find a bulls testes for a quest or someone said something mean to you on the internet and you want the President to soothe you, you’re going to be out of luck. A ticket is essentially a formal communication / ‘complaint’ but some situations just don’t warrant the companies attention no matter how much the customer may scream and shout.
Theres no doubt their service isn’t what it used to be, thats cuts and cost pressure to make profits. Whether your expectations are too high or Blizz aren’t doing the basics is hard to say since we’ve been told nothing of your situation.
I am curios though how long ago as the last time I was contacted for a complaint was in MoP. Back then they contacted you in game and had a live chat with you about the issue. Since then I have never been contacted again.
ive always been live chated about issues the last one was around bfa so i dunno why you don’t
Remembering the days when GMs came popping in rp-style with a blue private chat ingame, yeh…
Formal complaints are a thing and companies in many countries are required by law OR required by ISO standards, to provide an accessible form for customers to write them, and keep track of them.
But yeah as for the opener, it depends.
If it is gameplay related, it is not categorized as a formal complaint, but product feedback OR gameplay assistance, which is handled way differently (they assist you if it is within the parameters they can, and collect your feedback for the developers).
Formal complaints have nothing to do with the game by itself, but the company procedures, payment issues, support satisfaction, employee conduct and other such things. Generally anything that actually can affect legal department, the hr, or employees.