Thanks (no, really) for wait times...

#0 - June 2, 2010, 5:52 p.m.

I get a lot of instantaneous customer service responses from companies other than Blizzard. Typically they're automated. When they're not automated, they're form letters that usually don't even address my question. I can send back repeated requests for something else and keep getting the same irrelevant form letter.

With Blizzard, I wait a while, sometimes a day or more, to get a thoughtful response which actually reflects and/or responds to my query. If I've asked an ambiguous question, it's clarified and a useful answer given. I have talked to various people at ISPs and the like who've had to deal with Blizzard in the context of security problems or malware, and they've reported that the people they get are clueful, have the authority to do things that will actually matter, and don't rely on form letters. I have yet to find much in the way of real examples of Blizzard's support people failing to do this. Consistently, it takes a while but things get looked at. Escalations or appeals actually do get looked at and considered, and the forums are full of stories of people who appealed an erroneous decision and got it reversed. (Yeah, it'd be nice if no wrong decisions ever got made, but it'd be nice if we all got free ponies, too...)

Thanks for taking the time to do a good job.

Malkorix

#1 - June 2, 2010, 7:43 p.m.

Q u o t e:
I get a lot of instantaneous customer service responses from companies other than Blizzard. Typically they're automated. When they're not automated, they're form letters that usually don't even address my question. I can send back repeated requests for something else and keep getting the same irrelevant form letter.

With Blizzard, I wait a while, sometimes a day or more, to get a thoughtful response which actually reflects and/or responds to my query. If I've asked an ambiguous question, it's clarified and a useful answer given. I have talked to various people at ISPs and the like who've had to deal with Blizzard in the context of security problems or malware, and they've reported that the people they get are clueful, have the authority to do things that will actually matter, and don't rely on form letters. I have yet to find much in the way of real examples of Blizzard's support people failing to do this. Consistently, it takes a while but things get looked at. Escalations or appeals actually do get looked at and considered, and the forums are full of stories of people who appealed an erroneous decision and got it reversed. (Yeah, it'd be nice if no wrong decisions ever got made, but it'd be nice if we all got free ponies, too...)

Thanks for taking the time to do a good job.

Thank you, in turn, for taking the time to write such a kind message. We're constantly striving to improve our service, and while the wait times are a necessary evil right now, we hope to reach our players much more swiftly in the future. In every case, we try to deliver top notch service once we make contact, and it's really gratifying that we were able to do so for you.

If you'd like to comment on your interactions with any of our staff, you can do so via email at [email protected]. That's a great way to call out any individual contacts you've had too.