#0 - Feb. 9, 2010, 4:50 p.m.
First of all I am aware that Blizzard DOES have 11-14 million subscribers (not sure what the current sub rate is right now) and as a result I have tried to be patient. But perhaps after I tell my story it will become clear that there are issues here that go much farther than simple problems on my part.
About a month ago, my account was hacked. I immediately called the customer service hotline in order to rectify the situation as the email that I used was no longer active and I could not simply reset my password. I tried to call the customer service and got the following message
"We are unable to take your call at this time please try back."
Slightly annoyed that a company this large could not afford answering service I decided to try the email route and got the following response.
"Thank you for contacting the Account Administration team regarding this issue. This is an automated email to let you know that we have received your inquiry. Please do not reply to this email; a response to your message will be sent to you as soon as possible.
While we will attempt to address all concerns as promptly as possible, it may be several days before we are able to respond depending on the total inquiries we receive. We must ask that no additional emails be submitted regarding this issue, as additional emails will ultimately result in undue delays in response time."
"I'll give it a couple of days and I am sure that it will be resolved.", I thought to myself so I waited a week.
A about four days later I get the following e-mailed response from Blizzard after contacting them a second time....
"Thank you for your follow-up email. The specialist team has previously investigated the account restoring any losses they have verified. If you have any further questions or concerns regarding restoration of any other missing characters or items, please feel free to contact the Specialist team by emailing [email protected]."
HUH?
First of all this was NOT my issue that I had which makes me wonder if indeed the customer support team actually pays attention to the emails sent. Second of all, the problem was not resolved.
So I contacted them the next day (via email as the phone route did not work again) and explained that the issue was not the fact that I had lost items or a character but rather that my account was hacked and could not get in.
A day later I get another email stating that they could not restore my account as I was not contacting them from the email that I had used to subscribe and as a result they said I had to contact customer service.
Irritated at this time, I decided to go ahead and call on a Sunday right when Blizzard opened and managed to actually get into the queue. After about a half an hour I was hung up on. I tried to call back and got the following...
"We are unable to take your call at this time please try back."
That was the story up until three days ago when it became clear that I was NEVER going to get through to get help.
Up until this time I had considered purchasing another account as the one I was using was compromised. Seeing as how I figured Blizzard was not technically at fault I decided to go ahead an pay for the game again (it was not that big of a deal as I needed to get the dvds anyway and I needed the room for characters on a second account. After all many people have a second account right?)
So I go and purchase the game again along with a 60 day game card.
I get everything set up, the game installed. That is when I put my brand new 60 day card into the system and get the following message.
This card as already been used. Please contact customer service.
I think at this moment I was in such shock as to the point of virtual tears as I get the message on the phone...
"We are unable to take your call at this time please try back."
Blizzard, I spent $120.00 on the game AGAIN in order to play it despite the fact that I have another account that has been hacked with no help for over a month, I have a 60 day game card that is useless and no one there seems to have the common courtesy of actually responding to my problems not to mention that I had two characters above sixty which are gone. I will tell you this...you will NEVER get another cent from me if this issue of the 60 day card is not resolved as well as my other account.
Anyway that is my story and as you can see it is rather sad to a game that I cared about go so down hill. Perhaps this goes to show that if you cannot handle the amount of players that you have online you don't deserve them as customers.
