Open ticket wait times

Q u o t e:
ok.. so i lodge a ticket Friday, and here it is on tuesday.. still open..

is it just me, or is anyone else not feeling the love?

cmon blizz, keep your customers happy :(

At present, Tiddlywynks, normal petition queue times are currently over 4 days. I sincerely apologize for any inconvenience this wait may cause, but please do keep your petition open, as a representative will be along to assist just as quickly as possible.

Q u o t e:
I had a ticket open then cancelled it 3 days later because it was covering my buff frames.

Hey Butterbean! Don't forget that you're always welcome to email [email protected] with a petition request. If this method is more convenient, please do make use of it. :)




Also, since we're on the topic, I would like to quickly note that, in tandem with WoW's population growth, our Support departments have been steadily increasing their range of service (that is, we're assisting with more issues than ever before). As each of these values grow individually, though, the overall number of incoming petitions, emails, and phone calls we receive can multiply quite quickly. Whereas we may have only had 10 players submitting petitions previously, we now have 25 players submitting petitions. This is obviously an oversimplified example, but the concept is solid and still applies on a larger scale.

We understand that by increasing the breadth of service our Support departments provide we also increase overall demand; this is regardless of population levels. To say that we don't expect and plan for that demand would be a fallacy. We do. Though we may be able to swiftly adapt our policies when the needs of our players change, identifying and training qualified representatives is a much more progressive process.

With that said, it's very easy to expect that staffing is the solution. Staffing is only one part of our ever-evolving commitment to providing epic service, though. We're also exploring ways to make contacting us easier (e.g. allowing more requests to be addressed via email) and hope to introduce more methods of "self-help" in the future, reducing your need to even contact Support in the event that you have a question or concern. Arrestide touches more on that topic here: http://forums.worldofwarcraft.com/thread.html?topicId=24915274084&postId=249126826578&sid=1#70

All in all, we're not satisfied with current wait times and are working every day to reduce them. :)