#0 - July 15, 2010, 9:38 a.m.
The Account Admin Dept hours
#2 - July 15, 2010, 9:41 a.m.
Q u o t e:
The Account Admin Department should be 24/7. in my opinion, this is probably the most important facet of customer service, and Blizzard utterly drops the ball on it.
We have folks that work around the clock, Beefie - what makes you think they don't?
Our phones aren't open 24/7 - but that's not AA :)
#4 - July 15, 2010, 10:01 a.m.
Q u o t e:
My statement was in regards to the reps that a customer needs access to the most when, say... i dunno... their account (or in my case, my wife's account) gets hacked after 8pm. don't believe me? call 1-800-592-5499 and tell me who answers.
i was online a couple hours ago, my wife asleep on the couch behind me... when lo and behold her pally logs on... then her lock... so i wake her and alert her to whats going on. she changed her PW to a new unique PW and logged on, just to get booted again. when she tried to log again, she got prompted for an Authenticator code. It would be truly epic to be able to contact a human at blizzard at a moment like that and try to get some measure of contrpl over the situation *as* it is happening.
Billing and Account Administration are two entirely different things :)
In any case, it looks like they took this off themselves. At the moment, there isn't one on the account.
What is vital going forward is to find the source. To add this, they obtained her password and ID. If that source isn't determined, the chances of this happening again are VERY high.
This sticky may be useful.
Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244
You may also want to look into getting an authenticator for your account. It's no substitute for good security habits, but it will help keep them out of your WoW account.
Blizzard Store
http://us.blizzard.com/store/browse.xml?f=c:6
Mobile Authenticator
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26109