She deserves better after all this time

#0 - Oct. 14, 2010, 12:28 a.m.

Dear Blizzard,

I understand that a new patch can be stressful on both you, Blizzard, and us, your customers. However, when my girlfriend opened a ticket last night asking about very specific issues concerning the bugs she was experiencing, all she got, after a rather long wait, was a form generated response asking her to "try resetting your User Interface" Which had absolutely nothing to do with the issues on her ticket.
Resetting a UI can be a viable option in some cases but not for any of the problems she reported. , It then takes a tremendous amount of time to get it back to where you like it again. Had she done, this it would have simply added hours of meaningless work for her without addressing the issues she wanted answers for.
Is this a technique you use to help control your open ticket queue by making customers spend hours working on reconfiguring their UI? If you don't have time to actually read the complaint, please don't waste our time by suggesting, via auto generated response, that she should spend several hours on her UI only to emerge later with the same unaddressed issues she was concerned about.
Whether it was intentional or not, you really did offend her with your lack of caring about her particular issues. She was treated like a number, and is deserving of an apology. Or her number will no longer be counted among one your paying customers.

Thank You,

Beachmystic

Vrakthris

#11 - Oct. 15, 2010, 1:07 a.m.

Q u o t e:
She was treated like a number, and is deserving of an apology. Or her number will no longer be counted among one your paying customers.

I'm sorry if you felt that, Beachmystic, though without actually knowing what character you are referring to I am unable to look into the particular number, it is unlikely that she was actually treated as a number. More likely is she was treated as someone who was reporting an issue that she was experiencing, a possible bug. One of the most basic troubleshooting steps that we ask of everyone reporting a bug that may not be known is to reset your User Interface.

If you continue to experience the same issue after you have done so we can try and troubleshoot the issue further. Honestly a reset UI should be done after such a large patch as many things have completely changed and it is a good idea to start fresh.

Though your feedback regarding what your girlfriend apparently experienced is appreciated it would be best if she had an issue that she writes to [email protected] with her commentary. That would be the most valuable.