Hope this is a right place for topic
Here you can share your experience with World of Warcraft customer support team .
Hopefully we can use each other experiences 
CS is nonexistent.
You get automated responses telling you to look at the FAQ or WoWhead (like youâre some newbie despite playing the game for the past two decades⌠which in on itself is beyond insulting after waiting for a response!), or outsourced script readers that just read the title of your ticket ignoring the body of it with copy/pasted âanswersâ.
Long gone are the days of a GM actually responding to you like a valued customer.
22 Likes
their successful support rate has been like 1/10 for me so i wasnât shocked when microsoft decided to outsource it. they probably saw all the feedback from surveys
2 Likes
What can I say about customer service - consider it doesnât exist. Yesterday Iâve created a ticket about missing Fiery Hearthsteed mount. Average estimated answer time was 14 days 20 hours. Today Iâve logged in, and estimated answer time was already 15 days 10 hours. Hopefully the problem fix by itself, so I cancelled the ticket.
There were times, when one could actually chat in game with a living person within an hour and get proper support. Now you could talk to a wall - result will be the same.
6 Likes
You forget âCheck out wowheadâ 
4 Likes
Its AI now.
It used to be incredibly good. Maybe up until MoP. Since then itâs been absolutely horrible. Everything is automated, and unless youâre kicking up a fuss in tickets (which take up to 3-4days at a time to get a reply) and posting on the CS section of the forums, you wonât come to a solution to your problem.
1 Like
I remember the early days when super kind, smart and funny GMs would message us in-game to help with any issues we had. As a silly young MMO player (late 2006, early 2007), I jokingly asked once if they could throw some epic loot in my bags before they leave, and they replied, âIâll stash them behind raid bosses for you ;)â
Naturally I miss these kinds of interactions with customer support, especially compared to what we get today. A few months ago, I would still get a standard response to my tickets, letting me know theyâve taken action or offering some sort of basic guidance (yes, checking wowhead was part of it), which was⌠acceptable. But lately, some of my tickets have been met with complete radio silence and I do hope this is just circumstantial and not the norm in 2024.
5 Likes
They have a support team?
I donât think I have used the support in years.
I usually find the answer in the forums or reddit.
If a fix doesnât exist, I make a forum post on the customer support forum and -that- gets a response. Tickets? Nope.
Amazing sources of useful information 
Iâve never found Blizzard CS to be helpful, they donât investigate things , they just stick to what ever arbitrary rule they make up.Funny enough, a bit like Microsoft support.
I built a new PC last October, my retail licence wasnât transferring to the new PC. Microsoft support contradicted their own support articles, I was told to purchase a new license as mine was an upgrade from 7->8->10.
It wasnât until I demanded a supervisor that I was told a bug related to the old windows end-of-life might have affected the license. I was told to wait or purchase a new license.
I donât hold any hope for the new customer service.
So it might improve.
this is a goood topic for me.
since me and my friends are in the ((removing and reporting gold sellers business))
we had so many moments with most of the customer support teams.
so basically customer support is 50/50 in my opinion.
some of those gms and the guys that are working there never understand what your saying. they just gives you the same answer no matter what. and some of them keep saying we do this we do that but when we reported those big gold selling teams of evokers in kaelthas realm for 5 months , we talked to a lot of gms and some of them told us they will check this but to this very moment those evokers are going to get to 50 million gold by the end of this month and no one cares.
BUT IN THE OTHER HAND some of the customer support and gms are strongly strong and when you report someone they really check the guy and they will hit the Target in the Back ( near their neck bro) with the ban hammer.
Never had a horror story with them, maybe I just get lucky but my tickets get resolved quickly and the problem sorted by at least the next day which Iâm fine with given how big the game is.
I note the issue, I give clear information in an easily absorbed short form and⌠yeah. Never had a problem shrug
1 Like
Played since cata and ive personally never had a problem using blizzards CS features. I recently made a ticket regarding a lost item and at first got an automated response but i complained and the response after was very good and they solved my issue.
A few weeks ago I reached renown level 18 with the Emerald Dream faction and could not buy the Augment Rune. Was given a series of canned responses from GMs that, while they acknowledged it was a bug, did nothing to help me. I was simply referred to open a bug ticket that would probably share its place with numerous other bug fixes and was maybe going to be solved in a patch, which I could not wait for. After all, my guild asks for the rune, I have fulfilled all the conditions and I am entitled to buy it for 100k gold, which I also had.
I am not kidding, it took 38 back and forth tickets with same responses from Indian bots and it ended with them threatening to take action against my account if I continue to âspamâ them. Wasnât rude, wasnât swearing, I just demanded them to either fix it on the spot or circumvent it by removing 100k from my bags and creating an item in my bags. They said they cannot do it, which I know for sure they can cause they have been doing that in the past.
From a real-life experience, I am a corporate trainer for call centers. Meaning, I train new hire CS agents on phones, chats and email tickets. The industry is pretty much dead, with all companies either hiring cheap 3rd world country outsourced low quality people, or replacing them with AI bots.
Now, donât get me wrong. I was in the Philippines training new hires (my company opened a site there because of the price ofc), and these people are neither dumb, stupid or incompetent in and of themselves. Itâs just that, because of the nature of the industry and outsourcing, they just donât CARE. The reason being, outsourcing jobs in such companies can be found on every corner and they just donât give a s*** about doing the job properly. Add to that the fact that investment into their onboarding and training is next to none, and you get a recipe for disaster.
In short, CS industry is all but dead.
I have had amazing support back in the day. I didnât even mind when they stopped talking to you in game and just sent an ticket response. As long as my issue got resolved.
I too have had one of those âhave you checked wowheadâ kind of responses and I do find it insulting. Now I realise there are a lot of time wasters but waiting two days to be told to check wowhead when that is one of the first places I look as well as googling my issue in general.
I do appreciate the things I can self service to fix myself. But there are things we simply have to contact a GM for. Getting to generate a ticket can be a challenge in itself. However I do understand this is to deter people from making tickets for things there are already answers for.
I am concerned like others with the news that MS are looking to outsource even more support.
Theyâre not looking to outsource it, theyâve actively moved to outsource the support, hence layoffs. The AI responses are the general norm now, albeit it is an industry thing as well, why pay 50 employees for what 1 AI can do.
Well, outsourcing itself isnât such a big issue actually. I work for the aforementioned company and itâs an outsourcing company, we do CS for foreign clients. Outsourcing means the company you do CS for has less taxes due to having fewer employees, if they need to do layoffs they do them internally with the outsourcing partner remaining pretty much intact, etc.
The problem is, they do not want to invest into QUALITY customer support. QA departments in CS are slowly being made redundant and laid off, training is also becoming more and more redundant.
Yes and no. Itâs to try and deter as many people as possible from even reaching the customer service. The client I was working for until recently even openly admitted to us (their outsourcing partner) that that is the case. They want as little interactions as possible breaking through to the human agent, so they can then lay off them as well with an excuse that there just isnât that much work anymore and their service is performing amazingly. Also, every interaction towards CS actually costs.
As surprising as it can sound, every single damn time I needed help I got it fast, reliably and professionally.
1 Like