“You have an open Ticket”
“Average wait time, 12 days 23 hours”
Blizzard support was once regarded as the best customer support team in the world. How did it get this bad?
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Since the beginning of WoW, this weirdly named stat is not the average wait time, but the oldest ticket in the queue. Your ticket may take as long or may be resolved much faster.
The Versailles office that once had at least part of the customer service for Europe was closed, the Cork office is all but gutted. The golden days of WoW are long over and thus the need or want to provide better service has left the company, just like the key players that used to make Blizzard great. There is no redeeming factor to all this apart from the bottom line of Blizzard earnings.
Soon, people will come in with the age old adages of “so many unneccessary tickets are being made” and “people are asking for things that gamemasters used to do, but no longer do due to policy updates”, but it is what it is. If you’re looking to vent, feel free here in the customer support forums but please don’t expect preferential treatment or any kind of change to spring from it. Blizzard is about user retention numbers these days and the current numbers say that enough WoW DAU/MAU are on board regardless of the service they’re being provided with.
Edit to add: back in the days, there was a saying around MMO companies that went along the lines of “whiners don’t quit, quitters don’t whine”, meaning that people still invested enough in the product to voice their displeasure were not likely to leave, because they were still attached to the product or brand where as people who were completely dispassionate and emotionless were likely to quit quietly and without telling people (because they don’t care anymore). As long as people “voice their concerns” into the void of customer support forums or keep the activity in the other parts of the forum up and looking lively instead of voting with their wallets, mission accomplished I guess.
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My last ticket took just over a day, which was during the week.
Which was answered by an AI. They don’t have GM as human on tickets anymore. My best advice, don’t bother to type much or explain too much. its the same answer you will get
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Hey there,
this is not gonna be a hate speech or anything but is it really normal to wait for crucial tickets to even get a first answer for 24, 48 or even 72 hours? My Account has been suspended after it has been compromised and im trying to talk to a human for 4 days now, only recieving the normal automatic answers. I even opened a ticket in the compromised account section because it is in fact a ban because my account was compromised, not even an answer at all at this moment.
I do know that there is lots of tickets, but there should be some priorities or atleast a maximum answer time. I’d just imagine people having their accounts compromised and the hacker has all the time in the world to do whatever he wants.
What in the hell do i have to do in order to not recieve automatic responses all over again?
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Having too many tickets for them to handle isn’t your fault. It’s theirs for not hiring enough customer service reps and not giving them the power to actually help people.
I just gives me a very bad feeling. I payed alot of money over the course of time in WoW and seeing that always when i need help i get the very least of it there is is just stupid. But when it is a ticket about a payment i normally wait 2 hours to recieve a respone while for anything else it takes ages. Id just imagine how good it is for the hackers to have so much time to do what they want with the accounts they hacked…
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They have the worst customer service I’ve ever seen in any company. They let every fraud happening in game, gold sellers, boosters, they even made a ‘service’ channel for them.
But they don’t even care about their loyal, trustful players and they fix their issues in at least a week. Shame.
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No, this is not a joke. Those guys doesn’t even care about their playerbase.
Fault is ours, still trying to play this garbage game.
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I agree with you, you should go check out the Firemaw LFG Chat, you could ban every second guy from there based on what they say in an actual open world chat. But beware if you spam “GO WARDENS” 10x times in a tol barad over a short period of time, its kind of insane i got banned for something like that and then to top it i directly recieve 21 days of suspension.
Im playing this account for over 10 years, i havent ever done anything wrong at all but because of a guy taking over my account im sitting here and have to deal with suspension this high which not only is completly wrong, but its destroying all of cata launch for me and im already about to just leave this expansion out because of this. Its tiring
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I’ve tried to refund my pre ordered war within just because of those garbage Customer Service. But of course they didn’t accept it. They told me I’ve played ‘Dragonflight’ so much so I cannot refund ‘War Within’ good logic.
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Try to report a bot, it even says that report system is currently not working 
I reported bot spaming instant guild invites 0.1 sec after login, its spaming every of my chars since half year ago and got an answer to turn off my guild invites lol.
What’s worse is when you get a reply that doesn’t even make sense to what your ticket is about. Then your ticket lays open for another 7 days and you still don’t get help at the end of it.
The reply is always “make a bug report or go to wowhead” even when your character is actually bugged and only they can fix it.
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I got a ticket about a compromised Account which is Open for 4 days now without any answer. Gives me a really good mood knowing that the Hacker now had his 4th day to do whatever he wants
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That’s actually an addon.
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Thats automation thus name it as you wish, doesnt change the behaviour, its a bot.
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actually it’s not a bot, it’s an addon doing things, it’s well within the UI commands. All it does is scan the population for new logons and message them and send the invite, people just need to report the players spamming them.
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My addon just scans map for new herbs and gather them, its using some UI commands not to be too technical about it. Its scanning herbs spawns and gather them. All good thanks.
Wish the average wait time was closer to the actual time they need.
I’m still waiting for a response on a ticket that’s open for almost 3 months
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Next day without any answer, like really? I do understand that you need to wait abit, but its gonna be 5 days soon with a ticket about a compromised account. Sorry but this just cant be right
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