Customer Support Fail

#0 - Oct. 18, 2010, 2:32 a.m.

I put in a ticket regarding a player that has continually harassed me, yet you (Blizzard) has done absolutely nothing about. I know you've not, because they still harass me. All I have to do is just log on...and presto...I get harassed. Whether it be whispers or in-game mail. I've reported this player many times. I have also used the report spam feature for his/her hate mail.

I waited for my ticket to be answered just like everyone else....but here is the part where you fail. The reply I got via in-game mail was:

From: Customer Support
Subject: Blizzard Entertainment

Greetings,

We apologize for being unable to chat in regards to another player posing as a Blizzard employee!

If this happens to you again, a quicker way to alert the Game Master staff is to right click on the advertising character’s name and select ''Report Spam.'' Report Spam goes to an automatic process and is more effective against these scammers than a petition. This connects to and flags the reported account immediately, instead of waiting in queue like a petition. Additionally, this process will silence the player that is sending out the whispers. Report Spam works for In-Game mail as well!

Additional information you may find useful:
- When an official Blizzard employee contacts you in game, both our in game mail and whispers will have the Blizzard logo in blue by our names.
* When we message players, we appear in a separate chat box apart than the normal chat field
- Blizzard Employees will never ask for account information, specifically your password!
- Any promotion that Blizzard is holding will be announced on the Launcher before World of Warcraft starts up or on the official webpage
-You can visit our Account Security pages at: <http://us.battle.net/security/index.html> for the newest security methods

We are unable to discuss what actions are taken against another player who is reported as violating the TOU.
Thank you again for your continued support and helping us keep the game safe for other players!

Regards,
Fail Game Master
Blizzard Entertainment

Wow. All I have to say is..........wow. Really? I'm wondering if Fail Game Master even took the time to read my complaint. If they did, I wouldn't have gotten this sort of reply. I guess it's hard to decide which cookie-cutter response to give out to the players....you know....your own customers!

Vrakthris

#10 - Oct. 18, 2010, 3:14 a.m.

Q u o t e:
I guess it's hard to decide which cookie-cutter response to give out to the players....you know....your own customers!

What is also difficult, Khaag, is when we're upset, recognizing that others are human and are in fact fallible. That while attempting to respond to the player reporting the issue you may actually send the wrong e-mail.

If you have an issue with the response you received feel free to write to wowgmfeedback-us@blizzard.com, that is the appropriate venue to give your views.

Now, it does looks like you have submitted two petitions regarding this player, one about 8 days ago and another one a little over a day ago. In the first petition you start out by claiming that we have done nothing about the harassment from this player, even though I can find no other petition about him in the last 60 days.

If you have been using the Report Spam feature in order to report this please understand that it was never intended for that function. The Report Spam feature was intended for advertisement spam as well as other types of spam. If you use it to report harassment it will likely be missed and not addressed appropriately.

Also, please stop writing the player back. If this person is harassing you, report it then place them on ignore. If you continually write to him or otherwise communicate with him you are simply adding to the issue, especially since your letters seem to be insulting him.

This is a social game, Khaag, and unfortunately there will always be those who want to act like jerks. If they are being inappropriate and are properly reported, we will take appropriate actions. Appropriate actions do not generally include the instant closure of an account, if they have violated our Terms of Use we will apply appropriate actions. If they persist in their actions continue to submit petitions as they will move up the penalty volcano.

Penalty Volcano
http://us.blizzard.com/support/article.xml?articleId=20221