Customer Service Survey

#0 - Nov. 4, 2010, 4:16 a.m.

I usually have excellent in-game service. Always left with a positive feeling afterward, up until lately... I'm posting this since I was unable to fill out the survey cause I was excited to see a fix and to vent a little.

My first issue I had was with Landro's Gift Box from a pack of cards I'd bought. I was very excited to see a potential gem behind the foiled graphic and gray "scratch here" box. The response I got was an in game mail from Customer Service saying there was a bug with it and it would be fixed in the next patch or so. Ok, I can handle that. It's going to be a vanity item that will have little impact on me anyway.

My latest issue was with Alchemy. I dropped Enchanting and Tailoring a few days ago to work on Alchemy and Herbalism. I'm now sitting at 450 Alchemy and find I'm unable to train for Epic gem transmutes. So I put a ticket in to get it fixed. I go about helping a friend out getting his [Tripping the Rifts] achievement and watch as my ticket is escalated. A few hours later I see a flashing box saying a GM gave me a survey. I quickly click on it because I thought it was a "GM wants to talk" box. The survey pops up and I think, hey, I can start working on getting epic gems for my healer set to bring it up to par with my moonkin set. I close the survey and open my Alchemy, no transmutes. Ok, I'll go see my trainer. So I hearth and... nope. Not there either.

This is where my bad taste for customer service comes in. I know people at Blizzard are busy preparing for a launch, working on patches and so forth. Do I check anything outside my realm forum? No, not really. The big things like graphics, disconnection issues and such I hear from other people who troll the forums more than I. The responses I received both times were generic and impersonal via in-game mail. It would be nice to know that I'm worth the twenty seconds to talk to me and just say something like, "We're sorry this happened. We're working on getting this fixed and it will be soon." or something along those lines.

Like I said, usually I have great experiences with in-game customer service even when I'm told no or things don't work in my favor, but this one left a bad taste due to the way it was handled.

Thanks for your time.

#3 - Nov. 4, 2010, 4:31 a.m.

The issue that you are reporting in this case, the missing transmute recipes, is one that is known to us. Unfortunately, we do not have an ETA on a fix or more information to provide at the moment. It appears that the proper correspondence was sent to you via in-game mail, as it seems the Game Master who handled your issue was unable to chat with you at the time.

If you do feel that this situation could be handled better, then it would be best to submit such constructive feedback to [email protected] - this e-mail is monitored by the supervisors of our Game Masters for review, and will allow us to improve our customer service to the quality we believe acceptable - which can only be described as [Epic].