Poor Customer Service Blizzard

#0 - Feb. 1, 2010, 8:29 p.m.

First, I was hacked, I did not have an authenticator. This is a me issue, I know this. If you choose to respond to this saying I told you so, you're wasting your time. Since then I have ordered the authenticator. I digress though from the point. Here is a quick summary:

January 25th - Account is hacked in the AM (Guild members alert me via SMS). I attempt to call customer service multiple times with the dreaded "All representatives are busy, please call back.." message and then disconnect. I made maybe 20 calls. I get home, notice my account emails from Blizzard, etc. Make a couple more calls to customer service, and get through after an hour and 20 minute wait. (Blizzard what's going on here? Why is it always over an hour? My satellite company doesn't make me wait that long, nor my credit card companies, nor the phone company, etc.) I speak with Joseph who looks into everything and says he see's the violation, and is escalating the ticket. Jospeh is professional and courteous, while I wish he was empowered to do more, I understand that it is what it is. I had also opened up a ticket online. I have the email from Joseph detailing our interaction.

This ticket was responded to on the 25th as well. They could not reach me online, although I was on a different character than the one I had opened the ticket with. I am struggling to understand how the GM does not look at any characters that are on the battlenet account. I have the email from Velandiis confirming the ticket

January 26th - I receive the first of multiple customer satisfaction survey requests (more than 5).

January 27th - More customer satisfaction surveys, still no restore, oh well.

January 28th - No news is good news I guess.

January 29th - Still no restore or updates - I put in a ticket, not demanding a restore immediately, but just asking for an update to the process.

January 30th - I receive a response back after more than 24 hours stating I had opened my ticket for restoration on the 27th and since this was only 3 days be patient. I place a response back detailing the issue and again ask for a restore. Again this ticket has been open for more than 24 hours. This of course begs a question as to what happened from the 25th to the 27th.

My questions Blizzard are why it takes so long to get back to your customers with meaningful responses? Your profits are up in 2009, and I hope continue in 2010. Your games are well designed and tested through, excellent products from the ones I have paid and played. Why must we take this horrible approach to customer service with long delays, etc.?

Is there a better way to get a meaningful response that I am just not following?

It is now a week, since I reported my ticket with zero response besides one from a GM that apparently did not read the ticket notes.

I am concerned, not threatening to quit or anything, but still concerned.

Thank you in advance for any response.

#21 - Feb. 1, 2010, 10:15 p.m.

Q u o t e:
Is there a better way to get a meaningful response that I am just not following?

Nope, you've taken all the right steps, though it wouldn't be a bad idea to go over your system to help ensure that it is as secure as you can make it:

** Computer Security Recommendations **
http://forums.worldofwarcraft.com/thread.html?topicId=1778038509&sid=1

Q u o t e:
It is now a week, since I reported my ticket with zero response besides one from a GM that apparently did not read the ticket notes.

I am concerned, not threatening to quit or anything, but still concerned.

Thank you in advance for any response.

There's no need to be concerned, though I understand how anxiety provoking a situation like this can be. I've confirmed that you are still in queue for full investigation and restoration, and based on the amount of time that your inquiry has been in process, you may want to keep an eye on your registered email address in the next day or two.

Unfortunately, due to the nature of these situations, our staff is not normally in a position to provide consistent updates, though we do strive to process all player requests and investigations as swiftly as we possibly can. I'm sorry if the wait was inconvenient at all, but I hope that we're able to get you back on your feet and playing as soon as possible.