Customer Relations and unacceptable policies.

#0 - May 4, 2010, 6:18 p.m.

I added a second account yesterday for my son and went to take advantage of the recruit a friend or family program. This porgram is a bloody mess. The system is not streamlined or consumer friendly at all. I ended up with three accounts under my login and two under his newly created one. After that it just got worse. I upgraded his account and then found out that in order to get the mount I needed to pay for two months up front. The problem is there are no two month options! I had to pay for three months and it is indicating that this will not kick in until june 13th 2010. So I have to wait until then for the mount?

To make matters worse I called the 1-800 billing number and was told they would not take my call due to the high volume of calls.

Blizzard! Stop living in the fanatsy world you created and join the real world in understanding todays consumer enviornment. I wish to be contacted today by a service representative from blizard to assist me in A. Removing the additional accounts from both my sons and I accounts. B. To esolve the billing issues that have arisen from the recruit a friend or family program. Failure to do so will result in me canceling my sons account and contacting my card company to cancel any and all billing for that account. I will then sit down and decide if I really want to keep my account or just maybe go back to playing my other video games.

One very unhappy customer!!!!!!

Malkorix

#26 - May 4, 2010, 7:23 p.m.

Q u o t e:

None of this is explained anywhere on the recruit a friend three step sign up. As was mentioned earlier what caused this is the use of the same computer to establish my sons account that I use to play on my account. Blizzard needs to have a log out button on every page that requires a user to be logged on. They already understand that multiple players will be using the same computer. simple logic allows a person to understand that this will happen.

Fortunately, the three step sign up is only the basic instructions, and there is an FAQ posted on the first page of the Recruit A Friend process. We've also posted step by step instructions on how to successfully set up a Recruit A Friend account on our support site:

Recruit A Friend Procedure
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26269

Recruit A Friend FAQ
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20588

Q u o t e:
Please kick this upstairs. I will try the 1-800 number a few more times. Understand I have a business to run myself and I don't have time for this mickey mouse stuff. If at the end of that time I can not get through the easiest thing for me will be to delete his account and call it a day. I am uncomfortable with the amount of accounts created and the link to my credit card that is established on this account.

We are working to improve our ability to field the incoming requests of our players, and we realize that the current wait times are not ideal. Nonetheless, I wish you luck getting in touch with our Account Services staff. As you've mentioned, currently a ready finger on the redial button is your best bet in getting through, but there are many other players in queue ahead of you waiting for service as well, so some patience may be in order.

Malkorix

#32 - May 4, 2010, 8:49 p.m.

Q u o t e:
Thank you for your response. I have taken the posts here and the responses from Blizzard representatives and concluded that the net effect is that Blizzard does not have an adequate system in place to allow customers the ability to contact them. I feel at this time that my money can be better spent elsewhere. This is after all entertainment and I have spent the morning not feeling entertained.

To that extent I cancelled my sons new account.

FYI- It is widely understood that when someone is complaining, it is an opportunity for the company to retain a customer. I could have just cancelled the account right away. I chose however to allow Blizzard the chance to fix the concern.

A very discouraged customer

I'm genuinely sorry that you feel that way, as I'd hoped to foment some understanding. Our staff are more than willing to help should the necessary steps be taken to contact them. As we make continual (but by necessity gradual) improvements to our services, I hope that you'll reconsider in the future.

I provided the appropriate means by which you could give feedback to our department as well as the best avenues to address the matter that you raised. If there was a belief that posting here would result in the immediate resolution of an individual concern ahead of the queue, then I'm sorry to disappoint. This forum does not exist as a means to by-pass in-game petition, email or telephone queues, and to do so would be a great disservice to our other customers who are currently patiently making use of the avenues which presently exist to address their concerns.

Please do include this information in the available window when you cancel that account for tracking purposes - we do respond to feedback from all avenues.

Also, should you wish to comment on the service that I've provided, then you may do so via email at [email protected].