How long till the GM department is improved?

#0 - Oct. 1, 2009, 5:57 p.m.

The wait times on tickets has been like this for months, if not longer. What is Blizzard doing to address this?

- Are your GMs quitting as quickly as you can hire them?
- Are your hiring classes to small?
- How long does it take to train a new GM? 30 Days?
- Do you not have enough building space to house more GMs?

I don't have a particular issue right now, I just noticed that my "report an issue" ticket I made to simply notify the GM department of some AFKers in BGs took a little under 48 hours to be asnwered and cleared from the queue. I also read these forums quite a bit.

I see a whole lot fo apologizing from the blues in this forum and not any forward momentum in the improvement of response times. While I surely cannot give an exact time frame it seems like the GM system has been in this rut for an extremely long time and Blizzard does not "appear" to be taking the much needed steps to increase their staff.

If a blue-dude would like to to tell me why it "appears" what I am saying is incorrect - feel free.

Malkorix

#34 - Oct. 1, 2009, 7:58 p.m.

Q u o t e:
The wait times on tickets has been like this for months, if not longer. What is Blizzard doing to address this?

We have implemented (and are in the process of implementing) a number of improvements to provide the best service we possibly can. These range from more 'organic' solutions like hiring additional staff and streamlining our internal procedures to more technical options such as introducing newer internal tools as well as methods for players to resolve issues on their own in-game (such as the 2-hour Vendor Buy-Back and instance loot transfer periods). Naturally, some of these take longer to fully implement than others.

Fortunately, it remains a fact that we now do more than we ever have in the past to help our players. While that's very much a good thing in our estimation, this can also mean that--on the average--a petition takes longer to resolve than it once did. When you combine this with an ever growing player base and the new issues that arise with a patch or a holiday event which can generate a large number of petitions in the short term, even our expanded staff can find themselves playing 'catch up' to address all the incoming issues with the high level of quality that we demand.

This scenario is what generates the long wait times that we're seeing now. We realize that this isn't ideal, nor a situation that we want to allow to persist, but I hope that it helps ease your curiosity regarding why it seems that the wait times are long - it is because they are.

We really are taking further steps to reach our players faster, though, while at the same time reaching higher and higher levels of service. As always, we deeply appreciate the patience of our players as we work to provide the most amazing experience possible.

Vrakthris

#64 - Oct. 2, 2009, 5:28 a.m.

Q u o t e:
lol no they're not they just laid off SO many

Please do not spread false information, Lizzie.

Q u o t e:

And you know they're hiring how?

We have a website advertising that fact?