I submitted a ticket on customer support.
please a real game master review my ticket. I don’t want automated responses after 2 days wait time. please escalate my ticket to a specialized team so my issue can be resolved.
I don’t think real GM’s have existed in retail since the mid to tail end of Cataclysm, once Activision bought Blizzard the first thing they did was cut costs, and a lot of the actual customer support was let go, now it’s all mostly AI.
GM’s exist in Classic I believe, but not in retail anymore.
Hey Hope,
Looking at your tickets, I can confirm that they’ve been reviewed and answered by real humans. Please note that it’s not because your requests have been denied, that nobody reviewed them.
That’s incorrect. Our game masters are real human beings, and continue to handle tickets every day. Game masters may use templates, or preformatted responses. These are used to answer a similar issues, without having to rewrite the same response over and over again.
There is also no “retail GMs” or “classic GMs” either. All game masters work on all Blizzard games, from WoW and its different versions, to Overwatch and Hearthstone, and all other Blizzard games.
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Perhaps by “real GM’s” they’re remembering those GMs from the past who used to visit us in-game and, even when they didn’t, there was less copy/paste and more of the personal touch. I know what has happened with the CS guys, and I know there are a select few still around who have greater “powers”, but I also know there’s been a lot of staffing cuts (some of my own guild members lost their jobs due to it), with their jobs being reduced/outsourced.
It’s actually disappointing to learn that there is no AI automated service replying to our tickets - because if that’s the case, there’s a need for additional training in a few areas, judging by some of the ticket responses I have seen in the past.
I was fairly sure I’d seen something somewhere that said often when busy tickets would initially attempt to be answered by AI/automation.
This ^
As someone who worked in customer service that’s very similar to Blizzards ticket system. Every company with this style of support uses templates. It let’s you move on to the next customer faster and brings the queue times down. Most tickets are issues you already know about or have answered multiple times that day, Writing a unique reply to every single one is pointless and a waste on customer wait times.
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It would help if they at least bothered to read the ticket though.
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After 20 days and more than 30+ tickets, finally a gm could solve my problem. thank you blizzard support !!!