Customers are nothing but a joke to Blizzard!

#0 - June 9, 2010, 1:29 a.m.

Sunday May 30th morning i wake up over my friends place with a slight hang over, as a habit i reach out to my BlackBerry to see my latest emails and messages, all goes well until i stumble on a email from blizzard saying that my password has been changed, can already tell that my Sunday will go peachy. Heaving experience with account hacking two times prior to this over past 5 years i knew very well meaning of that email and what exactly is taking place on the other side.

First thing first i fumble all over email to find a telephone number to call Blizzard Support lines to claim my account back, conveniently enough when a person gets this sort of email, they are asked to contact customer support but Blizzard never provides an actual number. Never the less Google is my friend, so locating the number was just a minor inconvenience...i dial the number and of cores i am greeted with message that all lines are BUSY ,that i should be patient and call back. Its very hard to stay calm when some hacker pirate is ravaging my bank along side with all of my gear.....but its fine...i have no choice but to dial over and over in hopes that i can get through. At the end of the day i was not able to reach Blizzard customer service, so i had to sweat it out and get some ASAP and recover my account via Security Question......Thank you Blizzard for at least giving me that option....But it was little to late, all of my gear and gold was taken, sold and mailed to...god knows where.

I would assume that when i pay 15$ a month, quality customer service along side with quality security in World of Warcraft, but it seems we get nether of thous two, after all i am not the only one who get lvl 1 spammer walk in to Stormwind and proceed to spam the trade chat for 5, thats right 5 (five) minutes straight that we should visit advertised websites and purchase gold and items from them. Seriously, this guys must have balls size of watermelons or they just gotten so comfortably with GM's that they can do just about anything....Spam Trade, Wisper and everyone's favorite in game mail offers of all kinds of illegal services. Is this what i pay 15$ dollars a month for?

Now lets fast forward to todays situation:

Its been already 10 days after my account was hacked and striped, during this period of time it has shaken my intrest and will to play this game all together, along side with loosing my spot as a raid healer. I have voiced my complaints number of times all i got is tailor made HR/PR responce to keep me down in place. First response i gotten form GM was saying that investigation is underway and it will have my gear with in 24 hours (oh how i wished i took a screen shot of that, seeing how Blizzard wont let us copy/paste GM's responses).
Second time around i got response saying that it may or may not take longer then 7 days of investigation with cute little message at the end saying that it most likely happens sooner and a smile ":)" at the end.....i see what they are trying to do here, had the pleasure of learning about this in my Psychology class...recency effect.
Third response was a very very long message that in a nut shell explains a process that investigation usual takes a very long time and it proceeds to pain a picture with words that account is like a Vase and it takes time to rebuild it, that all of the peaces need to be found and careful glued back together.
Right now i am waiting to hear what sort of excuse GM can throw at me this time around after 10 days have passed.

Like i said before, i am at the end of rope here and very angry, frustrated and disappointed with Blizzard, customer support and GM's. My play time might be coming to an end with this game.....its just been too much.

PS: There are going to be two outcomes from posting this message here: Its going to be completely ignored by forum GM or some form of apology/ sympathy response will be posted. But in the end it wont do jack. But hey, if one thing my marketing classes have tough me is that negative message from word of mouth is by far one of the most damaging tactics to accompany other then terrible PR.

-Yours truly, Disappointed Customer.

#47 - June 9, 2010, 3:13 a.m.

Q u o t e:
Heaving experience with account hacking two times prior to this over past 5 years i knew very well meaning of that email and what exactly is taking place on the other side.

This is a serious issue, actually. If your account has been compromised repeatedly, then it is essential to ensure that it is properly secured moving forward. You can find useful advice on this count here:

Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244&sid=1

You may also seriously want to consider acquiring an Authenticator at this point. If your mobile device is compatible, perhaps a Mobile Authenticator would suffice. You may also want to restrict your play exclusively to locations which you've secured personally.

Q u o t e:
Like i said before, i am at the end of rope here and very angry, frustrated and disappointed with Blizzard, customer support and GM's. My play time might be coming to an end with this game.....its just been too much.

PS: There are going to be two outcomes from posting this message here: Its going to be completely ignored by forum GM or some form of apology/ sympathy response will be posted. But in the end it wont do jack. But hey, if one thing my marketing classes have tough me is that negative message from word of mouth is by far one of the most damaging tactics to accompany other then terrible PR.

-Yours truly, Disappointed Customer.

Actually, I'm going to tell you the absolute truth, since you seem to be greatly disenchanted with a response which attempts to show empathy. (Though I should point out that we actually do care =/).

Nothing particularly unusual is occurring in your case, excepting that you've been compromised for a third time. You are receiving the same service that every other player is receiving. We realize that wait times are longer than optimal, but we're taking steps to address that. Unfortunately, in the meantime, there are a lot of issues in our queue, and they take time to resolve. So, while there are players in line ahead of you waiting for service, your turn in line will come up rather soon. Current wait times are close to 10 days, and you've been waiting a little over 9 days since you first reported this issue. While no restoration is ever guaranteed our staff will do their absolute best to help you get back in-game and playing with as complete a restoration as possible.

We are already working to improve, but if you have specific feedback regarding how we can improve our services, please feel free to create a constructive post on our Suggestions forum.