#2 - May 19, 2010, 11:48 p.m.
Q u o t e:
How can you be experiencing high call volumes when you are not taking any calls at all, quit blowing smoke up our skirts and just be honest. People will respond with more understand if you are straight with them.
We are being straight with you, Neromorph, but it is difficult to be understanding if you deny that what you are told is the truth. If you think we are lying and any words to the contrary are ignored it becomes a pointless discussion as nothing will be accomplished.
One of my colleagues covered the same topic yesterday, I'll quote it here as there is value in what was said.
Q u o t e:
And we appreciate you bearing with us as we continue to take on this challenge. I'm sorry it's been a frustrating experience for you, Anderyn. I hear your concerns and take them to heart.
The "please try back later" message was added to replace the basic busy signal. When our lines started filling up, we didn't want people to think we were out of service. That said, we don't like being in a situation where players encounter this message with any regularity.
We have been empowering account support reps to handle more items via email, so our recording encourages players to use alternate contact options wherever possible. We also expanded phone hours and added more coverage over the last year, shifting staff to weekend support. Other measures we're taking to address call volume do include staffing (as many have discussed here), but manpower isn't practical as the sole solution.
Owing to the complexity of restoration and recovery, one of the biggest factors in our wait times is the volume of account compromises-- so we're doing what we can to attack that issue. We've developed new account security pages to educate players, advocate authenticators, and raise general awareness. Further, we are looking at improving self-help options for account recovery, not to mention the dozens of other issues that also comprise our workload.
Ultimately, know that we are working to improve the situation and our service levels. We do not like to offer long wait times any more than players like to encounter them, but it has definitely been a challenging several months for our teams here.
http://forums.worldofwarcraft.com/thread.html?topicId=24915274084&postId=249126826578&sid=1#70 Q u o t e:
Also on a side note why is it rocket science to have a Battle.net Authenticator removed off an account. have I been taking in Greek in my emails.
It isn't rocket science, Neromorph, but you are not the only person we are trying to assist. I understand that such situations are frustrating but I hope you can understand that we are doing what we can as quickly as we may, to help you recover your account after it was compromised.
Hopefully you have found the source of your compromise, if you have not you may want to review the following link on account/computer security.
Account and Computer Security
http://us.blizzard.com/support/article/30794
