#141 - Nov. 30, 2009, 12:19 a.m.
Q u o t e:
An issue I had less than a month ago took 4 days to be resolved. My current issue that I am looking for assistance with is going on 36+ hours and I can only assume will not be responded to before it hits the 72 hour mark.
The first issue you had was resolved after you originally submitted a petition 4 days prior but the response time was not 4 days. The first petition you submitted was misunderstood as a normal outcome of Faction Changing. When you submitted the second petition, which was actually addressed within 3 hours, it was resolved.
Even you thought you weren't clear enough in your first petition (as you stated in your second petition) so you explained a bit more thoroughly in your second.
The current petition you have open has been open for 2 days, 3 hours and 30 minutes. Is this a long time? Absolutely, we would love to respond to each and every person within 5-15 minutes. Unfortunately that is not always possible.
We continue to hire additional staff but staffing isn't necessarily the issue. It has a lot to do with what are the prevalent issues players are experiencing. A great many of the petitions submitted we are unable to assist with directly. We have recently made changes to the way the petitioning system works and we hope that will help us to help our playerbase faster.
Q u o t e:
This isn't an attack on the GMs themselves. If anything, I can only assume they have limited input into escalation procedures and tools that a less than proactive development team probably generates.
This is just VERY disappointing.
If you believe there should be changes to the system, Funkyworm, the place you will want to post is the Suggestion forum. The Game Master department does not address tool development.
Q u o t e:
Whoa, whoa.. "The GMs and Billing reps who watch over CSF are not able to change policy or design. Nor are they liaison to those who can." Stop right there. Yes, they are. If they are not, then they aren't effective in the least bit. True enough, they aren't empowered, but it is their job to filter "issues" up the ladder.
This is a customer service forum, where people can indeed report issues with customer service. That is what I have done and probably will continue to do. I am directing my issue to the people who can solve it, aka customer service.
I'm sorry, Funkyworm, but you are incorrect. We are not liaisons with Development nor are we able to pass information along regarding policy. We are effective in that we do the job in this forum that we are paid to do. We assist players with inquiries regarding in-game issues. The very first thread in the CSF goes over this.
http://forums.worldofwarcraft.com/thread.html?topicId=965509092&sid=1 The name of this forum may sometimes be misleading and in many cases people think that "customer service" means whatever the player believes they need. Customer Service also means directing players to where their issue or concern is best suited.
Q u o t e:
As customers, we have a right to raise concerns until they are addressed. Deal with it.
Yes, in the proper venue. This isn't it. What you do not have the right to do it call other people names. There has been a very heated debate going on over several pages. Some valid points have been made by multiple sides but it seems that multiple sides have also served to antagonize instead of guide or assist.
Funkyworm, you have stepped boldly out of line several times in the last couple of pages. I am not actioning anyone in this thread but take that as a kindness, not because it isn't justified.
Please do not recreate the thread. Do not continue the conversation elsewhere.
I am sorry for the delay that has been caused, Funkyworm, our staff is getting through submitted petitions as quickly as they can and given the current queue times I'd say your issue should be resolved fairly soon.
