Real customer service

Q u o t e:
None of this is new... and thats the sad part.... nothing has changed. With I could get away with that kind of customer service, hey Blizz are you hiring?

The Report Lag feature is new, actually, and using it issues reports directly to the appropriate parties. For it to be effective, however, it must be used - which is why we've directed players to make use of it.

Today, there were many players posting threads on the exact same topics on the Customer Service forum, and it is most efficient for all concerned to lock those threads and direct them to a central source for updates and information.

I apologize if these necessary steps came off as 'bad service'. Our technicians are aware of the latency that has been affecting some realms, and are continuing to investigate, just as they are working to resolve the issues today.

Q u o t e:


And if I can't get past the loading screen to use it?

If you can't log in, then that would suggest a log in issue. Why would you use the Report Lag feature to report log in issues?

If there are log in issues, then there isn't a problem with issuing those reports via the forums - though it is a good idea to take a quick look to see if we have a central thread wherein information is being provided first.

Q u o t e:


Why would we use it?

Because every blue mod on the CS forum for the past 2 days has use it as their first and foremost answer for the issues being discussed on these multiple threads, that's why.

I don't know where such a misunderstanding might have stemmed from, but those of us who moderate the Customer Service forum certainly have not provided the Report Lag feature as the answer for any non-latency related issue. We've recommended the use of the Report Lag feature to report latency as a primary option only because that is ultimately its intended purpose.

Every other issue regarding the realms that has been brought to our attention has reached the eyes of the appropriate parties for further investigation and troubleshooting.

Q u o t e:
I get you guys have issues. I work customer AND tech support for a large company. You are not efficiently moving anything, you're locking and censoring threads and diverting other to a select few which are so cluttered and full of garbage they are now worthless. There is no sticky being updated addressing the customer service concerns. The issue has gone far past that of just technical support.

It also in no way serves our players to allow multiple posts on the topic - especially when the tide of such posts simply washes all forum discussion from the front page with its frequency. The thread that these issues have been directed to contains all available updates within the first post.

In those conditions it becomes necessary to moderate the forums and concentrate discussion to the best locale available. Otherwise, your assessment of censorship is actually quite correct - if those posts break the forum code of conduct, then they will indeed be edited, locked or deleted as necessary.

The Customer Service forum is not a technical support forum, however, nor are those of us who post here technicians. This forum exists primarily for the purposes of guidance and providing information. We can only provide updates regarding a situation when it those updates become available, however. We are not in a position to provide direct resolutions, but we can let you know when a situation is under investigation, which is exactly what we've done.

Q u o t e:

Here, feedback can make a difference.

Feedback does indeed make a difference. In fact, we prize constructive feedback.

Our Suggestions forum is our primary repository for most feedback and suggestions, though you can use the [email protected] address to express concerns about the service and individual In-Game Support staff members - such as Game Masters or the Customer Service Forum Representatives on this forum.

Q u o t e:
Sorry for being just a BIT frustrated. But here's the run down.

11am - Oops, check back at 12
12pm - Oops, check back at 1
1pm - Oops, check back at 2
2pm - Some are working, others check back at 3
3:10pm - Proudmoore shows up on the list, but I can't get past retrieving character list.
7:11pm - I'm STILL stuck on retrieving character list.

Yes you posted a message at 5:55pm saying your having an issue, but for the almost 3 hours prior to that the only message was that there was some LAG but all the servers were up. My definition of up is me being able to login to my character, so I don't even know what LAG there supposedly is since I can't even get a character list.

The way it is right now, I would just appreciate some real info as to when these are going to be fixed, versus the whole check back in an hour thing. If we're going to be down all night, let us know.

Unfortunately, it's not always possible to provide specific time frames for when an issue might be resolved. In the interest of smooth information dissemination, we are in the process of creating a new thread that may help alleviate some confusion, and will provide updates there as soon as they become available:

http://forums.worldofwarcraft.com/thread.html?topicId=23094279863&sid=1

Q u o t e:
This has been a problem for my realm for 7 Days...it didn't sneak up on them. It didn't appear in the last hour. it has happened EVERY night for a week! Reading the post (before they lock and delete them) indicates that it has been worse for other realms. Same problems, same issues, and obviously the same results!

The issues occurring tonight are being investigated in relation to the maintenance period that preceded them. The overall latency issues (which while serious, are less severe) are being investigated separately.