This is wholly unacceptable for a company of Blizzard’s stature to employ a single vein of customer service that has upwards of a week delay on responses.
How on earth is this justifiable? A company with a net worth of $58.63B unable to answer its customers in less than a week?
This genuinely must be in the bottom percentages of ALL COMPANIES in terms of response times. Outrageously pathetic excuse for CS.
You’re right it’s not, if people wouldn’t stop abusing support with suggestions/bug reports or other things that they can’t help with the queue would be significantly less.
If people only used tickets for things the website allowed them to the queue would be much shorter instead of using “not Listed Here” to make useless tickets, btw what was yours about?
Hey Tíbz,
I completely agree that the current wait time is not what it should be and a convergence of many different factors have contributed to this.
Rest assured we’re doing everything we can to get us back to a more reasonable response time and the best thing you and other players can do to help is to use the support site and other existing resources as much as possible.
Thanks for your patience and cooperation, and I hope you hear back on the ticket soon if you haven’t already!
I really don’t think holds water in the slightest. How can you hold the customer accountable for the incompetence of the current ticketing system?
It speaks volumes to me that the average consumer is having to create tickets unrelated to their issue in order to navigate the labyrinthine ticketing system to receive ‘human’ response to their issue. It begs the question - what vacuum of available support is currently in place that these individuals are having to opt to the employ of pragmatic methods of outreach to receive human support for their game issues? The current system of automatic ‘solutions’ provided by the blizzard system is also incredibly lacklustre and neglects to appreciate the fact that ticket submissions are often a last resort for users who have already expended other means of investigation and online support.
On the 8th day of waiting I received a response to my ticket. This is only after chasing the ticket multiple times, opening another ticket referencing my unacknowledged request as I was unsure if it had been missed, messaging Blizzard EU CS on Twitter for assistance, and posting to the CS forums.
Lo and behold the response I received to the ticket was wholly unacceptable and included a largely cut and paste response from the respondent who failed to appreciate my issue, address the problem in question, or provide any meaningful methods of recourse or reparation to the issue.
I am now in the position where I have to resubmit another ticket as I cannot respond to the same ticket as it has been marked as resolved for me and potentially endure another 8 day wait time to receive another (likely boilerplate) response.
Again, completely unacceptable and entirely unsustainable for a company to have such poor customer service. I hate to think what your customer retention figures are going to look like in a few years time if this continues.
shaming people with assertion of abusing support is just ignorant and a way to put the head in the sand and ignore the real issue.
The bug / suggestion support is failing. Blizzard could have addressed the situation a long time ago, now it’s just another support free falling(Hard to reach, you get pushed to another instance, nobody really want to take responsibility for anything).
But hey lets push out new expansions, new games and patches. Then maybe people forget about the crap parts(the trump way).
This has already been addressed, unless you’d like them to have greater queues because players would like a manual response that they cannot be assisted with these subjects.
On the 8th day of waiting I received a response to my ticket. This is only after chasing the ticket multiple times, opening another ticket referencing my unacknowledged request as I was unsure if it had been missed, messaging Blizzard EU CS on Twitter for assistance, and posting to the CS forums.
With this statement you can now understand why there is 8 day queue in tickets, because of people like you creating gazilion tickets
“hey can you check my ticket #1234567”
“hey have you forgot me in ticket #1234567”
and so on…
I had to make a ticket to request my battlenet accounts to be consolidated and had to use not listed here. A lot of legit issues don’t fall under the 3 or 4 very vague sections in the ticket system. And also they should have some sort of filter that can see which tickets are more important and or also hire more staff which isn’t a big ask for a several billion dollar company. Just my opinion though as a paying customer.
Perhaps they should see these kind of posts as feedback to better the entire ticket/CS system all together because there is a ton of room for improvement.
Certain tickets are prioritised when they’re created under the correct categories. Sometimes there are indeed issues that don’t have a listing, but “not listed here” is sufficient in my opinion.
Edit2: After checking the Consolidation article and the US forums, the given link “Not listed here” is correct for consolidation requests.
It’s a decision for the top to predict whether if load remains high in the future though, and if they’d hire, train and fire them if there’s “nothing to do” for a long time.
This is answered in your previous thread here:
Edit: Added previous thread link.
I understand what you are going through. My account was recently compromised and it took them a week and a half to get my account back. Of course, I logged in to find that all my Sunwell gear was gone and 100s of hours poured into my character lost so I put in a ticket to attempt to get my gear back…well they re-locked my account on Sep 29th and then blizz canceled my ticket so I had to open ANOTHER ticket which I’m on day 6 of no response. so it’s been about 20ish days since I have been able to play my account. At this point, I just want to be able to play the game and wotlk classic…
My friend got hacked 9 days ago and sent the ticket the day after which is 8 days ago and still no responds its actually so sad.
Yeah but why dont they make some kind of priority system instead of having those random tickets show up?
They do, but people with relativly minor issues, are deliberately mis-categorizing their problem, to skip to the head of the queue, and bogging the entire system down.
But 9 days c’mon… Can’t really blame it on the players when it have gone that far.
12 days and counting
Ticket system is a complete joke,and taking WEEKS to answer tickets is a DISASTER! This is a MULTI BILION $ COMPANY that doesnt have STAFF to take care of tickets,instead we get AUTOMATED answers which ARE NOT even related to what we oppened the tickets in the 1st place.
Lovely system,it really feels like you are treated as a VALUABLE CUSTOMER since you are paying at the end of the day.
Edit: P.s. Haven’t found a more recent ticket post,thus dropping it here.
Hire more people as they are clearly needed. My ticket went from 10 days to 18. It’s not a free game. It costs a fair amount of money every month/six months. Such long times for response are rather pathetic.
I created a payment ticket, and it has been given 20 days to reply. How is it ok by any standards?
This is not even funny anymore Blizzard…