Poster: Starlet at 7/26/2006 5:19:08 PM PDT
Subject: Account Transfer Name Change |
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I submitted my legal documents concerning my name change to Blizzard via fax yesterday (7/25) in the early morning. It is been over 24 hours and I havent heard anything. Needless to say I am not the happiest customer at this time.
1) No confirmation to my registered email address that the information was received
2) No online indication that I have a pending request with Blizzard to update my information
3) After a combined total of approximately 5 hours on hold over the two days, I spoke with 4 CSR's and none of them have any way to contact the account admin team (this is a sad business model)
4) One of the aforementioned CSR's said they would check with account admin team to ensure they received my fax and would then email me on my accounts registered email address confirmation that they received the fax (I was concerned it may not have made it due to other customers stating they received busy signals). No email was ever delivered :(
5) I was told yesterday by customer service that the process can take up to 48 hours, which in and of itself is far too long for this type of change. Then today I speak with another CSR and they tell me it is going to take up to 5 business days. This is ridiculous. This is my account, which I paid money to buy, pay you monthly to play (since release, hundreds of dollars), and I cant even get MY name changed on MY account in a reasonable amount of time.
I would like for the change to happen, and sooner rather than later. It is bad business and a bad practice to have ANYONE on hold for longer than 30 seconds (the goal in any enterprise organization is 10 seconds), and on top of that having no escalation path within your organization to even provide a status update to your paying customers leaves you in poor standing and your customers unhappy. I am sure I am not alone in this experience.
While I do understand the constant demand you must have with the amazing number of subscribers WoW has attracted, and the fact that I live near your office and have seen it personally, I know that you cant be possibly supporting everyone from within that building. With the added influx of calls, account changes, technical issues and service impacts associated with the release of the Paid Character Transfer, I can see this process taking 24 hours, but unless you are receiving hundreds of thousands of faxes a day, and you have 1 untrained monkey running them through an OCR tool, while TTS reads it back to him so he understands what it says, then it shouldnt take you any more than 1 day to process this type of request.
My organization makes a fraction of the money you do, has been in business for less time, and has less employees, yet our turnarounds, bandwidth and customer satisfaction probably outrank what I, and apparently many other paying customers, have received from your company. This may seem drawn out and overkill for such a small issue, but any issue I have ever had with Blizzard concerning WoW, or any issue any of my friends have had with WoW, have all been met with the poor level of service described here.
I love blizzard for the content they provide and the worlds they are able to create, but customer service is NOT the strong point and I hope it changes soon, if not for my sake, for everyone who has to deal with them in the future.
| | | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=93330&p=#post93330 | | | Poster: Pavonum at 7/26/2006 11:57:49 PM PDT
Subject: Re: Account Transfer Name Change |
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Before all else, Starlet, please accept my most sincere apologies for the apparent distress you have been caused by your previous correspondence with various departments within our company; it is not our intent to sow dissatisfaction among our player base, and I am truly sorry to hear of your frustration. I shall do what I can to guide you toward further assistance, but must confess that such matters as these are not within the jurisdiction of the Game Master Department, and thus my ability to aid you is limited.
Your best course of action at this point is to get in touch with our Billing Department tomorrow morning, and see whether our representatives there are able to offer an update as to the status of your request; as it is they who are responsible for performing such services, the answers you seek shall have to come from them. You may contact Billing via e-mail (billing@blizzard.com) or phone (1-800-59-BLIZZARD) between the hours of 9 a.m. and 6 p.m. Pacific time. In any case, friend, I wish you the best in your efforts. :)
Look at my works, ye mighty, and despair...
| | | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=93330&p=#post93623 |
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