Where is my customer support?

#0 - June 25, 2010, 7:45 p.m.

Dear Blizz im writing out of sheer frustration,I have been trying to get threw on the phone for days now to Your(and i say your cos its not my suppot team)Support team only to be greated by a recoreded message saying :Due to high number of calls our hold que is full blah blah call back later " FAROUT
for days this is all i have got.Most companies put a customer on hold and i wouldnt even mind waiting a couple of hours but to hear this message and just be cut off time and time again is the epitimy of <removed> customer support,I along with millions of others pay millions of dollers intotal and the fact this isnt reflected in adequit customer support disgusts me and leans me towards a cost cutting, revenue raking company who cant even be bothered maning enought phones to even supply minimal customer support
TO ME WHO PAYS GOOD EARNT MONEY FOR THIS SERVICE !!! I am extremely discouraged buy Blizz when all u here is and the whole ethos is supposed to be based around the "players experience" with the game.Its bordering on disgusting,i dont even get this rude treatment from my telecomunications comany in this country which is saying alot.FOR GODS SAKE hire some more support people to answer a phone for crying out loud

Malkorix

#132 - June 26, 2010, 1:38 a.m.

Well, I read every post in the thread, and I'd like to say a few things.

First and foremost, I'm sorry for the wait. I think we can all agree that whatever the circumstances, the current wait times and challenges making contact fall significantly short of ideal. That's why we're taking real steps to help address the challenges our customers face when they seek to contact us for support, including both improvements to our own processes as well as new self help features. Change takes time, and the implementation of these steps is gradual only out of sheer necessity. We know that we have a long way yet to go, but we deeply appreciate your patience as we continue to improve.

The recorded message you receive was believed to be a better alternative to the busy signal that was once sent out, since that lead many callers to believe that the phone system wasn't functional. It certainly isn't intended to rude.

I'd like to think that the wait is only part of the service equation (though it is an important part). When we contact our players, we do our level best to provide world class service, and I certainly hope that is the experience you have when you talk to a member of our Account Services or Technical staff on the phone, or if you exchange text correspondence with one of our Game Masters.

Nonetheless, we thank you for bearing with us while we work to improve.

Malkorix

#154 - June 26, 2010, 2:20 a.m.

I'm actually going to lock this thread, since it's grown long enough that meaningful discussion has devolved into argument.