#0 - July 21, 2010, 4:40 a.m.
High Volume of Petitions
#5 - July 21, 2010, 5:10 a.m.
Q u o t e:
However, letting a ticket go this long without even a "Hey, we read your ticket, working on it eventually," is unacceptable.
Unfortunately, we couldn't contact you with "Hey, we read your ticket, working on it", Giantfoamhat, to do so would indicate that your petition was read. We usually don't read a petition until it is time to determine what the issue is and what to do with it.
The issue that you are reporting usually requires the matter to be escalated, and if we are unable to speak with your directly you should receive an e-mail or in-game notice. The ticket icon itself should change letting you know that the matter has been escalated. I should also mention that though we will investigate the matter and take what actions are appropriate for any violations found these are not supported transactions and therefore we may not be able to provide restoration of what you may have received.
Good luck.
#12 - July 21, 2010, 5:45 a.m.
Q u o t e:
However, if there are servers like Blackrock, and others, that are over capacity and have an excess amounts of tickets,
I'm not certain what you mean by over capacity, Giantforamhat, nor why it would matter if they were. If a realm's population were to be determined to require some thinning, then a Free Character Move would likely be offered to that realm.
Blackrock's population is high but not "over capacity".
As for petitions and how they are addressed... Game Master's are not realm specific. Petitions are addressed in the order they have been received regardless of the realm they were submitted on. Though Game Masters do not handle petitions from realms that they actively play on that does not mean that any one realm is causing any issues with queue times.
Q u o t e:
then manpower needs to be adjusted to compensate.
Manpower doesn't appear out of the aether simply because it is needed. We are and have been actively hiring and will continue to not only train additional staff but also look into ways to improve our response times.
Q u o t e:
You cannot allow customers with legitimate complaints to go ignored for so long.
Not being able to get to a petition within a specific amount of time is in no way ignoring it. It simply means that there are other players in front of you that also have issues that they are requesting assistance with.
#13 - July 21, 2010, 5:49 a.m.
Q u o t e:
I did not expect to pay a company to provide a service and receive a cold shoulder in return.
Actually, your subscription pays for access to the account, Giantfoamhat, the assistance that our In-Game Support department provides is not considered to be part of that service. Of course we want to help when we can and will continue to do so but response times and assistance granted is by no means guaranteed by your subscription.
It is also a good idea to review the very first thread in a given forum to understand what that forum's purpose is.
http://forums.worldofwarcraft.com/thread.html?topicId=26137536017&sid=1
#22 - July 21, 2010, 6:16 a.m.
Q u o t e:
No estimated wait time as to WHEN you would get to my ticket.
Such a determination is difficult at best, Giantfoamhat. All the petitions that are in front of you in queue determine how long it will be until a Game Master can look at your petition but it is so much more, some petitions can be addressed in a minute others can take hours if not days, depending on the issue.
Q u o t e:
No clarification on the priority of my ticket, if you even have such a thing.
Most petitions are handled in the order they are received. An issue such as yours, if it is determined that we will become involved, will likely require special attention which is why it will probably be escalated. Your current place in queue is not lost when a petition is escalated the wait time simply transfers and the matter is addressed in the order it was received. This can be an additional hour or an additional day or week, depending on what is in queue with you.
Q u o t e:
Just communicate with your customers. Even a "We're sorry for the unexpected delay" message would suffice (suggestion Silversky?).
We do, Giantfoamhat, to a certain degree, there is a message that says "We are currently experiencing a high volume of petitions". It isn't what you said but it essentially means the same thing.
Q u o t e:
All I'm asking is for SOME in-game recognition of my ticket that has been open for going on four days.
You have in-game recognition, it's an icon in the upper right corner of your screen. I can acknowledge that you submitted your petition on 7/17 at 21:24 GMT and it is currently 7/21 5:15 GMT which would be a bit over 3 days. I'm not certain if that helps.
What you are asking for is something that is not currently provided which is why you were referred to the Suggestion Forum.
Q u o t e:
I should not have to come to these forums and complain to get an acknowledgment.
This is not a complaints forum, as stated in the post I link we try to help where we can, providing information and direction. We are not Developers or policy makers, we are unable to change how the petitioning system works or provide you with anything more then some advice on your issue and perhaps an idea of when your issue may be able to be addressed.
I am sorry for what frustration this has caused you, Giantfoamhat, and I hope that our Support Staff will be able to help you with your issue.
Good luck.
#25 - July 21, 2010, 6:20 a.m.
Q u o t e:
Customer Service Interactions. Or lack thereof. I am in the proper forum. Thanks
Customer Service Interactions as in, you received a response from a Game Master but may not fully understand it.
#40 - July 21, 2010, 6:47 a.m.
Q u o t e:
I received no response from a Game Master, other than the automated response for any ticket submission. I'm fairly certian that understand the meaning behind the "We're busy, wait," response. All I ask for is feedback.
You haven't received a response from a Game Master because you are still in line. The feedback available is an icon that is in the upper right corner of your screen that says "We are experiencing a high volume of petitions" what you want to know is exactly where you are in queue and when your petition will be addressed.
Q u o t e:
And Kuro, I am utilizing a lot of restraint and giving the proper respect where respect is due. Customer Service is just that. Service.
I don't know how many times I can say that we understand the frustration that these response times are causing and that we are working on getting to each and every issue as quickly as we can.
We can not grant you what you want, this is the wrong point of contact for changed made to our petitioning system, policies and how we interact with players.
Q u o t e:
Treat your customer poorly and your customer will return the favor. Respect is mutual.
We have great respect for our customers, Giantfoamhat, not being able to address an issue within a given amount of time has nothing to do with respect is has everything to do with logistics.
Q u o t e:
I am posting about a to why I have gone ignored and without customer relations save an automated response for little over 3 days. That is the main subject of this thread.
Which has been addressed. You aren't being ignored you simply haven't had your petition answered yet because you are waiting in a queue of other customers who need assistance as well.
Q u o t e:
Excited that a company that works for us, the consumer, responded to a complaint on a heavily moderated customer service forum?
Actually, I responded to an inquiry. Not a complaint, as I said this isn't the complaints forum. I was trying to provide some clarity but it seems that regardless of the answer provided it will not satisfy so I will be ending the circular conversation.
Q u o t e:
I am pleased thy decided to communicate with me, but the fact that it took uch an extreme measure is disconcerting.
I wasn't aware that posting on the forum was considered an extreme measure. Interesting.
Good luck, Giantfoamhat. Our In-game Support staff will look into your open petition and will see if anything can be done. We will likely not be able to provide any information regarding this matter as it has to do with other accounts but we will take what actions are appropriate for any violations found. If restoration of some kind can be provided you will be notified.
#40 - July 21, 2010, 6:47 a.m.
Q u o t e:
I received no response from a Game Master, other than the automated response for any ticket submission. I'm fairly certian that understand the meaning behind the "We're busy, wait," response. All I ask for is feedback.
You haven't received a response from a Game Master because you are still in line. The feedback available is an icon that is in the upper right corner of your screen that says "We are experiencing a high volume of petitions" what you want to know is exactly where you are in queue and when your petition will be addressed.
Q u o t e:
And Kuro, I am utilizing a lot of restraint and giving the proper respect where respect is due. Customer Service is just that. Service.
I don't know how many times I can say that we understand the frustration that these response times are causing and that we are working on getting to each and every issue as quickly as we can.
We can not grant you what you want, this is the wrong point of contact for changed made to our petitioning system, policies and how we interact with players.
Q u o t e:
Treat your customer poorly and your customer will return the favor. Respect is mutual.
We have great respect for our customers, Giantfoamhat, not being able to address an issue within a given amount of time has nothing to do with respect is has everything to do with logistics.
Q u o t e:
I am posting about a to why I have gone ignored and without customer relations save an automated response for little over 3 days. That is the main subject of this thread.
Which has been addressed. You aren't being ignored you simply haven't had your petition answered yet because you are waiting in a queue of other customers who need assistance as well.
Q u o t e:
Excited that a company that works for us, the consumer, responded to a complaint on a heavily moderated customer service forum?
Actually, I responded to an inquiry. Not a complaint, as I said this isn't the complaints forum. I was trying to provide some clarity but it seems that regardless of the answer provided it will not satisfy so I will be ending the circular conversation.
Q u o t e:
I am pleased thy decided to communicate with me, but the fact that it took uch an extreme measure is disconcerting.
I wasn't aware that posting on the forum was considered an extreme measure. Interesting.
Good luck, Giantfoamhat. Our In-game Support staff will look into your open petition and will see if anything can be done. We will likely not be able to provide any information regarding this matter as it has to do with other accounts but we will take what actions are appropriate for any violations found. If restoration of some kind can be provided you will be notified.