/applaud Syndri

#0 - Oct. 23, 2008, 12:07 a.m.
Blizzard Post
Syndri, I would just like to say that I think you are doing a fantastic job moderating this depressing customer service post. You seem to be keeping an upbeat attitude and continue to restate yourself over and over to help others. I applaud you.

I have a transfer pending, and I am quite confident that you will inform us as soon as you know anything about the ETA of successful transfers.

I would like everyone to remember that Syndri is not responsible for our problems with Transfers so please don't take it out on Syndri.

With that said /bow Syndri - Keep up the great work.
#10 - Oct. 23, 2008, 1:03 a.m.
Blizzard Post
Q u o t e:
I think she is doing an average job I would expect out of an average employee. There are simply not enough updates and she is extremely vague which is a sad/telling sign she is not directly in touch with the real blizzard staff.

Forgive me if I disagree. She has been quite active behind the scenes pursuing information pertinent to this issue, though it is understandable that you might not be in a position to see that effort. Unfortunately, despite our contact with "real Blizzard staff", sometimes updates simply aren't available.

Suffice to say that any praise is entirely justified, and she is going well above and beyond what an 'average' employee would do in these circumstances.

I am saddened to see that you might be so frustrated and jaded that you would belittle her efforts. For the record, I do understand why you might be feeling a bit put out at this point though.

We are all intent on getting things working swiftly and smoothly again. Please bear with us while we work on it.

For the others, I'm quite certain that Syndri appreciates the kind words. A little encouragement is a good thing under circumstances like this.
#25 - Oct. 23, 2008, 1:32 a.m.
Blizzard Post
Q u o t e:

I'm sorry that your support dev's are failing at their jobs. It seems as if they are hanging you out to dry. I am just bedazzled by this horrible show of customer service. I could understand if one service was down but the list of issues you guys have right now is through the roof.

arena lag
PCT server down
name change service down
random server disco's
abilities bugged
instances down
arena games dropping
bg games causing players to get stuck in loading
raid instances down
general server lag
arena points not calculating
gladiator titles not work (I want my drake!)

Not a single one of these has been fixed in over a week, and there is NO OFFICIAL UPDATE from high level devs. The only thing we have is "we are working on it".

If you guys are CS reps, then the general perception to me is that you are our voice and are not asking the tough questions that need to be answered by a company providing a service to us for payment.

Do you blame us for being upset?

I absolutely do not blame anyone for being upset! I do prefer that frustrations are expressed constructively and via the appropriate avenues whenever possible, though.
The statements regarding the fact that those issues are being 'worked on' are entirely accurate, if lacking in specifics. It is doubtful that the specifics regarding the cause of a particular issue will be forthcoming. As I've said many times in the past, there are good reasons for this, though I can certainly understand that, from the outside looking in, it can be frustrating.

Factually, we are not intended to be 'the voice' of the posters on this forum though, nor is it in our purview to 'ask the hard questions'. Please trust that those currently working long hours to resolve these issues are painfully aware of those 'hard questions' and certainly don't need us, or anyone else, to ask them. Nor is it common for a member of the Development staff to take time away from what they do to post a public update regarding issues of this nature, though when we express our apologies, you can certainly assume that they are extended from all levels of our company.

We simply strive to provide information and guidance regarding in-game issues and moderate this forum. Occasionally, we find ourselves in the position of seeking up to the second information regarding issues such as those that have occurred in the wake of the patch so as to relay it to you. Unfortunately, it seems that there can be confusion regarding the nature of this role, and expectations can become quite high.

Ultimately, I feel that it boils down to this: Our players simply want to play, and I can hardly fault that. We're doing our best to make that happen as soon as it possibly can. Those of us acting as Customer Service Representatives are doing our utmost to provide updates regarding progress toward that goal the second that they become available.

As you've already availed yourself of the wowgmfeedback-us@blizzard.com address, you've taken the right step to express any concerns you might have. I do hope that this post describes our intended role a bit more clearly though.
#29 - Oct. 23, 2008, 1:45 a.m.
Blizzard Post
Q u o t e:

My Druid has been stuck in "Blizzard Limbo" (that's what I've been calling it) since this past weekend and its been somewhat disheartening to have to wait to rejoin my friends in Azeroth and Outland. But after flipping through your posts in the thread concerning delayed transfers and name changes, I feel assured that Blizzard is on the job and I'll be back to playing my Druid soon.

Thank you for your assurances, updates, and even the "non-updates" =)

*chuckle* I'm not Syndri, but we're certainly doing our best to help everyone out as swiftly as we can.

Hopefully the Paid Character Transfer issues will be resolved soon, and you can get your Druid out of 'limbo' =). Thanks for your optimism!