Banned from Forums - No Customer Service

#0 - July 6, 2010, 7:43 p.m.

So exactly one week ago, I posted a very clever and funny newspaper-style article that I wrote regarding the downtime. A community employee probably did not think it was funny and banned me from the forums for 1 week for "spamming and trolling", which was not my intent. I was role playing (If a Blue is reading this, you probably have access to it so you can see what I mean).

Well, a few days later one of my characters was locked and I was unable to play it after a transfer, even though I had already logged into him a few times (yeah, weird, I know). Normally I would come straight here and have a Blue take a look at it..... but I was banned from the forums and I couldn't do it.

I called the toll free number for US Customer Service; however, the recording said they had too many calls and they wouldn't take mine. The recording hung up on me.

So not only could I *not* access Customer Service via the forums, but Blizzard was unable to take my call as well. Somebody told me to create an in-game ticket, but they're taking up to 4 or more days before they're even looked at.

Point is... if somebody gets a temporary ban from the Forums, can it at least exclude the Customer Service forum?? I really needed help and there was no way for Blizzard to help me.

Malkorix

#19 - July 6, 2010, 8:55 p.m.

Q u o t e:
I don't think the Customer Service Forum is a "privilege".

Actually, all of our forums, including this one, are a privilege. That said, while we will not allow suspended accounts to post within this forum (some forum suspensions originate from this forum, after all), our service forums do offer the option of posting with a trial account in the event that you require support.

Q u o t e:

I have always seen this forum as an alternative to the Customer Service telephone line, which is a right we pay for. On the telephone recording, they tell you to log in to this website as an alternative for help to keep call times low.

I should point out that we believe that providing customer support is necessary and it is something that we are pleased to do, but it remains a 'perk'. It is not paid for, nor part and parcel of a subscription fee.

Q u o t e:
The recommendation is just to keep spamming the redial button, and I mean that quite literally.

This is correct. Those phone lines aren't down - there are just so many incoming requests that the hold queue is effectively always full. While we recognize that this is far from ideal, and we are working via multiple fronts to reach our players more swiftly and provide more self help options, this is the best method to get through.

Malkorix

#60 - July 6, 2010, 10:35 p.m.

Q u o t e:
BUT....

Customer Service is NEVER a privilege. It is a necessary part of being in the service industry.

I have a feeling that there was something of a misunderstanding when you read my initial post. I never stated that customer service is a privilege. I stated that it was necessary, and that we are happy to provide it. The fact remains that it is not part of one's subscription fees. Thus, explicitly making the assertion that one pays for telephone service, or the forums, is incorrect and foments misconceptions.

Subscription fees solely pay for access to the realms.

Q u o t e:
You provide a product / service that like nearly all other products is not perfect. And that's okay so long as you continually work to improve your product and your customers are satisfied.

But your customers are not satisfied. And that is NOT okay. You have failed to show improvement in your customer service. I started playing WoW nearly three years ago and have yet to see marked improvement in any customer service area. I consistently see from these forums that I am not the only one.

We continually strive to improve, actually, and constructive feedback is always welcome. While wait times have fluctuated, we actually now provide assistance with a greater variety of issues than we ever have in the past. I understand how frustrations over wait times can overshadow that though.

On that note, we recognize that the current wait times are unacceptable. That's why we're working to address this issue via multiple fronts. These changes take time, and we recognize that we have a long way to go, but the situation is certainly not being ignored.

Q u o t e:
Malkorix, you speak as though the fact that spamming the call center is necessary is acceptable. You did say it wasn't ideal, but you didn't say it was unacceptable.

Please don't put words in my mouth, Shadowrune. I never spoke as though having to spam redial is acceptable, I was merely providing the best means to get through to the hold queue based on current conditions on the ground. Conditions that we're working to change.

Q u o t e:

And true, in the ToS there's nothing that binds Blizzard to provide customer service.

BUT... if you want to continue receiving new customers and keep the old ones, providing customer service is not an option. It''s a necessity.

I repeat- Customer service is a necessity. Not a luxury, not a privilege.

I wholly agree, and we are genuinely happy to strive to provide the best service we possibly can, contact times notwithstanding. In fact, I stated so in the post that you've posted this in response to.

Malkorix

#71 - July 7, 2010, 12:35 a.m.

Q u o t e:
Apologies if I put words in your mouth as you stated... edited my post to remove that part.
Know that it was not intention to do that.

No worries at all! Like I said in the first sentence of my post, I suspected that there was merely a misunderstanding at work.

Q u o t e:
Thanks for the reply. I really do hope that Blizzard can get the wait times (and etc etc) under control soon. I see that the company recently opened over 100 job listings. Bravo! I am proud to see that it is being kept in the US for the most part as well. While I'm frustrated with the current situation, I wish Blizzard noting but the best as I greatly enjoy your services.

You're most welcome! I think we are both fervently hoping to have wait times under better control soon, and while it's an ongoing process, I also hope that you'll start to see improvements over time. I thank you for your kind wishes though.

Q u o t e:
Crazy Tuesday for the forum Blue posters, eh?

We're all mad here! =3