#0 - Oct. 21, 2010, 3:07 a.m.
This past week marked the six year anniversary of my entrance into Azeroth via the World of Warcraft. over these years I was lucky enough to share many hours of enjoyment with my sons. I met many friends, living or stationed on six of our seven global continents. This made the experience of WOW truly amazing.
During these years, I created nearly a hundred different characters, and have a level 80 of every class and spec. spread out over five separate accounts. I have loved and obsessed over the game. I have spent thousands of hours at it learning and perfecting. And have no true idea as to the real monetary expenditures. (I hesitate to calculate it as it will undoubtedly be most depressing.)
But with all the love, excitement and zeal I possess for the world of Warcraft. I cannot get past my utter dismay at how poorly the customer care and support is. I have reached the end of my tolerance for the mismanagement of the support department and the complete and total lack of redress afforded its customers other then canceling my accounts. (Which I just finished doing.)
For nearly a year I have tried to reach someone at blizzard. I used the phone and have nearly 30 hours of on-hold bills to prove my claim. I have sent dozens upon dozens of emails (all saved if you want them) only to receive the same useless canned (pre-written) responses that did not address or resolve my issues because the email system is automated and programmed to send replies based on you subject line (which is controlled) never once did a human ever read my email
.
I even went to the trouble to hunt down the corporate officers and their [email protected] I sent emails begging for assistance and the only reply I got was a single reply from Lisa Jensen
Vice President Global Public Relations, who’s auto reply told me she was out of the office. But neither she nor any other manager at blizzard ever responded to my inquiries. (Not even to redirect me to the standard Blizzard.com site)
I am sorry, but waiting 10 days for a valueless email reply is not customer care! Three and four hour wait times on the phone to be told you have the wrong department is not customer care. I do not believe having to wait three to seven days to get help from the in game (game master) system is even close to customer service. (Although the GM system is the most responsive of all their programs)
I have worked for a fortune 500 company for nearly twenty years, I personally manage and direct the operations of some fifty-two (52) out of (335) three-hundred-thirty-five company braches, scattered over the entire US mainland. I am personally responsible for the supervision and direction of (3,500) three-thousand-five-hundred of the nearly (61,000) employees at my publicly traded company.
I know what customer service is because my company is the world’s largest seller of building products and services. I know what is not customer service. (http://US.Blizzard.com./support/) But apparently World of Warcrafts’ French owners (Vivendi SA, principle owner) of Activision Blizzard (Blizzard entertainment) have no concept.
I am have decided to try and fix the failed management of blizzard and have made gaining access to the company’s corporate officers my new hobby. on Monday I am going to buy stock in the company thus allowing me (under US SEC rules) to put questions to its board of directors at the annual stock holders meeting. (I think I will become to blizzard what Daniel Eran Dilger is to Apple Computer) a royal pain in the downloader.
I hope to have some new progress to report over the coming months and hope that one day I may be able to again enjoy the World of Warcaft.
Removed for your privacy
