Dear Blizzard - Blue Tracker

#0 - Dec. 30, 2009, 5:51 p.m.

Feel free to give me a vacation from the forums for speaking my mind, Blue; going to keep it clean but not holding back on the issues. I’m about to the point to where I’m about to quit as it is with how things have been.

I just have to say that your customer service, among other things, is highly inadequate. I have been gimped ever since the release of 3.3. God knows why; I’ve done everything conceivable to abolish the lag you’ve given me and several other raiders and PvPers.

I’ve made several posts about it over the last three weeks and NEVER get a response, even a generic, albeit useless, paragraph saying it something on my end to just acknowledge that my post isn’t getting dropped to oblivion. The post I made last night after learning I am still useless in any sizable 25-man encounter, however, has been apparently deleted (I cannot find it scrolling down the forum or searching by name of the toon I posted on). I know of at least one other thread of mine (for a different subject) has been deleted without reason or explanation.

I can’t think of any respectable business that ignores customer complaints or deletes said statements, or gives solutions which (however nicely worded) say “it’s your fault, moron; don’t bother me”. Through my brainstorming the only correlation I find between what I and other people have experienced from Blizzard is Iran. You all have a bunch of annoyed people and seem to think it’s alright to ignore us or banish anything you don’t deem worth the air you let us breathe.

How hard can it be to just say “we have a problem, we’re working on it”? Not the grandest answer in the world, but it at least shows us we mean something more than 50 cents a day. That said of course the concerns of one person won’t mean much, but keep doing what you’re doing and you’ll find it starts adding up. You have an excellent product, but keep this up and the next so-called WoW-killer is going to get that much more just because people are tired of the Customer Service.

Hoping to continue to be a player of WoW, been on it almost 3 years. Love raidingâ€¦â€¦can’t do 25 mans thanks to 3.3 but my girlfriend started playing last year so we can at least level alts to keep me occupied for the short time.

To players of WoW, and even Blizzard, Happy New Year. Looking forward to a prosperous oneâ€¦..

Syndri

#23 - Dec. 30, 2009, 8:29 p.m.

May I ask if you've attempted to phone or email our Technical Service department directly, Sj? The only reason I ask if that the Technical Support Forum is not the best place to discuss complex issues such as yours; the forum itself is more ancillary and complementary to our phone and email methods of contact (http://forums.worldofwarcraft.com/thread.html?topicId=10021045&sid=1).

If you have attempted to reach our Technical Support department via phone or email, but have not been successful, please let me know and I will be happy to look into the matter further. If you have not yet tried phoning in or submitting an email or webform, though, I would encourage you to do so now. These avenues are more direct and will likely allow you the opportunity to have a better exchange.

Here's our Technical Support department's contact information:

Email: [email protected]
Web form: http://us.blizzard.com/support/webform-us.xml?gameId=11

Live Representatives Available 7 days a week, 8am to 8pm PDT/PST
For phone assistance please call: 1 (949) 955-1382

Attempting to reach a representative by phone would likely be the most advantageous option. It's sometimes good to just talk an issue out in real time. If you want to submit an email or webform, though, I can ensure that it is received and arrives at the appropriate location.

All in all, I am very sorry that your game play has been interrupted and that you've been thus far unable to receive a desired level of service. You are more than welcome to leave feedback regarding the Technical Support Forum by using the survey links provided in each of the TS Forum representatives' signatures, as well as posting within our Suggestions Forum.

Also, if there's anything else I can do personally to assist, please let me know. I'm happy to help.

Syndri

#25 - Dec. 30, 2009, 8:43 p.m.

Did you use the email registered to the account on which you are posting to contact Technical Support, Sj? Or another? If another, would you willing to type in that address into the "Email" field on the forum Options page? The information entered into the "Email" field will only be visible to Blizzard employees. You can access the forum Options page by clicking on the "Options" button just under your avatar in the upper-right of the screen.

Also, when you phoned our Technical Support phone line, were you ever able to reach our On Hold queue, or were the lines always busy?

I'm not trying to question your contact; rather, I want to understand the timeline of events as best as possible. Whatever information you're willing to provide, I'm greatly appreciative.

Syndri

#30 - Dec. 30, 2009, 9 p.m.

Q u o t e:
I listed my business email as I don't make a habit of checking my yahoo account at work (and yet I still go on forums lol) and it pulls on my Blackberry should I be away.

Are you willing to provide me this email via the method I listed above? I'd like to see why no response was received and follow-up on the issue on your behalf. I will need the sending email address in order to look into the matter, though.

Again, thank you for working with me, especially given that you're at work yourself. :)

Syndri

#33 - Dec. 30, 2009, 10:14 p.m.

Q u o t e:
As much as I would like to get this settled I would rather not enter my address anywhere on these forums; official site support is one thing but I've been through too many courses saying how insecure forums/social networking sites are and I don't want more non-business stuff tied to it than needed.

Would you be willing to send it to [email protected]?

Syndri

#35 - Dec. 30, 2009, 10:24 p.m.

Thanks, Sj. I'll keep an eye out for your email. :)

Syndri

#36 - Dec. 30, 2009, 11:10 p.m.

Just a quick update (it may or may not be relevant): We've not yet received your email within the [email protected] inbox.

Syndri

#37 - Dec. 31, 2009, 7:25 p.m.

Sj, we've still not yet received your email at the listed address. Have you sent it? If so, it's possible that your work address is being filtered or not routing properly to our Blizzard addresses.