Anyone else getting severely irritated with..

#0 - June 30, 2010, 7:53 a.m.

Anyone else getting severely irritated with the quality of Customer Service we are getting as a gaming Population?

Your account gets hacked, so to help you, they ban your account fine. But you're still gonna pay like your account is in good standing.

You need help with something? Petition an in-game "master" as we call them for some reason. The wait time will be anywhere from AT LEAST 3 days to a week. (unless you're telling on someone). 9 times out of 10 a "game-master" won't even get in touch with you they'll send an email and ask you for the questionnaire.

Got a billing issue? Not a problem just call billing, and wait to be put on hold so you can wait for another rep, that can put you on hold, so you can wait for your phone to die.

I mean really, as a population we're seeing customer service that equals that of a foreign insurance agency. We spend roughly 15 million a month, just for subscription fees, yet the Customer service in this game is worse than in most free to play mmorpgs.

A question is raised, Does the Activision Merger have to do anything with this or does litterally the entire world play this game?

Orlyia

#12 - June 30, 2010, 8:30 p.m.

We aren't any happier with wait times than you are Katt. We are constantly trying to get them back down to where they were not all that long ago. The start of summer has been busy indeed :)

As to your account action when you were compromised. Yes, they don't steal these to do 'nice' things with them. Ultimately, it is a player's responsibility to keep control of their account so that doesn't happen. There are certainly some high-risk behaviors that can lead to this, but even the most vigilant and tech savvy can become compromised with something like a zero-day exploit.

That's why we developed the authenticator over a year ago. To give our players another layer of protection they can use. At the moment, we may be out of the physical keyfobs, but there is also a mobile version if you have a supported device.

Looks like your last petition concerning a cloak from Ahune was addressed and resolved within 2 days of submission, and I don't see any current issues open on this account.

Was there something we could help you with today?

Orlyia

#18 - June 30, 2010, 8:55 p.m.

Q u o t e:
Then why aren't Blizzard doing anything to directly impact these wait times? For instance, why not bundle the Authenticator with the upcoming expansion? I mean, the authenticator is "free," you just have to pay "shipping and handling." So, why not ship it with the expansion and greatly reduce the amount of tickets due to hacking?

It isn't exactly an end all-be all solution, but it should greatly reduce a lot of ticket problems...and since time is money for Blizzard, wouldn't it be cost-efficient?

Well, getting our hands on enough stock is one reason.

We don't make those. While it's been awhile since we've run out of the physical authenticators, at the moment, I believe we are indeed waiting on a new shipment. I would LOVE to see every player have and use one. I've had mine since they first came out and wouldn't dream of not having my accounts covered with that protection. You can imagine with what I see here on a daily basis how paranoid I am about my own security :)

Even though I know I do everything possible to keep my systems secure - there is always going to be a possibility of a zero-day vulnerability. No one can protect themselves from that if they are unlucky enough to stumble across one until those are identified and patched.