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Poster: Alpha at 8/2/2006 10:15:07 PM PDT
Subject: Blizzard's Customer Service has issues
   Its come to this. I am tired of the poor customer service provided by Blizzard in their game World of Warcraft. There are several key things that has caused this issue.
(1) The first is the usage of macros by GMs. Its no longer about helping the customer its about I need to make the quota for the day. Macros shouldn't be used by a blizzard employee. If I have a question, or a concern I don't want to have someone press button 1 and have it respond. That isn't helping the problem.
(2) The second issue is the disconnecting of a player because the GM doesn't want to spend the time dealing with the customer and would rather just send an email to them. Tonight I opened a ticket concerning a wipe due to lag spike and instead of answering it, the gm disconnected me, answered it through mail, and caused a second wipe. Its poor taste.
(3) The third issue is the deletion of posts concerning the issues with customer service. Again its just Blizzard running from the problem.
(4) The horrible quality of the servers is the final thing. Every month we pay $15 to play on servers that are well maintained. Lag spikes happen, but when you raid for 2 days and have 8 wipes due to lag spikes freezing up the program, blizzard is no longer upholding their end of the bargin. Why should we pay for bad service? The servers as they are now are unplayable. Completely outdated, laggy, and horrible experience. I would be more then happy to wait a week of no play, and come back to brand new servers. This issue has gone on for monthes, and we hear from macros that Blizzard is working around the clock, but if that were true, wouldn't the issue have been solved after three monthes of it taking place? If you can't solve the problem, shouldn't you lower the price of your product?

I'm pretty sure this post will be deleted, because Blizzard doesn't want to deal with it. I will keep posting it, with a number here to show how many times it is deleted. (1)
ATTAK NOW!
  http://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=98281&p=#post98281
 
Poster: Berghe at 8/2/2006 10:57:59 PM PDT
Subject: Re: Blizzard's Customer Service has issues
   Good evening Alpha. ;)

First, let me apologize for any previous unsatisfactory interaction you may have had with the Game Master Department. If at any time you feel a petition you've created has been inappropriately addressed please, please inform us at wowgmfeedback-us@blizzard.com. Providing your feedback and concerns allows us to improve our level of service.


Q u o t e:
(1) The first is the usage of macros by GMs. Its no longer about helping the customer its about I need to make the quota for the day. Macros shouldn't be used by a blizzard employee. If I have a question, or a concern I don't want to have someone press button 1 and have it respond. That isn't helping the problem.

Unfortunately making use of the 'copy and paste' function through macros, or just 'right click' and 'copy' then 'paste' is necessary at times. For example, if I am speaking with several players concerning the same issue, it is more efficient to provide the same consistent answer to each individual player.

We do, however, strive to personalize our conversations as much as possible. Obviously not every issue is the same, and as the World of Warcraft progresses new issues and situations arise with different solutions than before. This requires us to look at each issue anew, and as its own situation unique to the rest. This is how we've moved forward with new solutions and resolutions, as well as forwarding on information to our development staff so they have the appropriate details to address in-game issues on that level.


Q u o t e:
(2) The second issue is the disconnecting of a player because the GM doesn't want to spend the time dealing with the customer and would rather just send an email to them. Tonight I opened a ticket concerning a wipe due to lag spike and instead of answering it, the gm disconnected me, answered it through mail, and caused a second wipe. Its poor taste.

Game Masters do not disconnect a player and then address their petition while they are offline. I have looked into each petition you have sent to us, and at no point did a Game Master force your character offline. I'm sorry if it appeared as such, but I assure you that this was not the case.


Q u o t e:
(3) The third issue is the deletion of posts concerning the issues with customer service. Again its just Blizzard running from the problem.

This, again, is false - yet it is also very general. The only thing that comes to mind which may be similar to your statement here is mentioned in the second post here: https://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=49652&p=1&tmp=1#post49652


Q u o t e:
(4) The horrible quality of the servers is the final thing. Every month we pay $15 to play on servers that are well maintained. Lag spikes happen, but when you raid for 2 days and have 8 wipes due to lag spikes freezing up the program, blizzard is no longer upholding their end of the bargin. Why should we pay for bad service? The servers as they are now are unplayable. Completely outdated, laggy, and horrible experience. I would be more then happy to wait a week of no play, and come back to brand new servers. This issue has gone on for monthes, and we hear from macros that Blizzard is working around the clock, but if that were true, wouldn't the issue have been solved after three monthes of it taking place? If you can't solve the problem, shouldn't you lower the price of your product?

Long term realm performance is not an aspect of the World of Warcraft that the Game Master Department addresses, we are not the realm technicians. If a realm becomes unavailable, such as not appearing on the realm selection screen, or if a continent is inaccessible, this is something the Game Master Department may assist with.

I know for a fact that realm performance is worked on around the clock, and I also know that there has never been a Massive Multiplayer Online Role-playing Game of this volume, ever. I'm not going to argue that realm performance is optimum, it isn't - but it isn't out of lack concern or care on our part. Such concerns post on this particular forum will be deleted, as it is not the purpose of this forum.

I hope that sheds some light on these topics and the relationship they have to the Game Master Department. Again, if you have any comments or feedback pertinent to the Game Master Department I strongly encourage you to contact wowgmfeedback-us@blizzard.com.
I do not kill with my gun; I kill with my heart.
  http://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=98281&p=#post98315
Poster: Berghe at 8/2/2006 11:17:39 PM PDT
Subject: Re: Blizzard's Customer Service has issues
   I'm glad I could answer your questions, Alpha. Unfortunately there is no system to request specific Game Masters, and I also cannot always be in the office. :(

You are very welcome to ask questions and request assistance here on the forums anytime. There are some issues that require assistance from a Game Master in-game, but we will do our best to provide support here first.

Also, each Game Master here on the forums have worked and addressed tickets - this forum has not been around as long as Pavonum, Vythe, Caerrus, Kaone, Batta and myself; and we were here working as Game Masters. ;)
I do not kill with my gun; I kill with my heart.
  http://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=98281&p=#post98334
Poster: Berghe at 8/2/2006 11:28:05 PM PDT
Subject: Re: Blizzard's Customer Service has issues
  

Q u o t e:
On to the reply. On the 2nd point, the one that is a gm disconnects rather then deals with an issue, I have had atleast two instances where I opened a ticket, and randomly get disconnected. I come back online 10 sec later and no longer have the ticket open and an ingame mail from the gm appologizing they couldn't get to me while I was online. I asked fellow friends that knew the inter workings of gm's and they replied that it was the case that sometimes a gm will disconnect rather then deal with tough issues that are beyond their scope.

If this was all just fate, shouldn't it become a policy to wait 10 minutes before replying through ingame mail? That way this won't appear to happen.


I'm sorry to hear of this rumor, however that is all it is a rumor. Game Masters do not disconnect players without due cause, such as an action being taken against their account, or if a character is 'stuck online' and requires to be manually disconnected.


Q u o t e:

Onto the fourth point, will blizzard open a technical realm forum so that people can get updates on fixes, repaired hardware, and what not so there is a level of communication between those people and the players? Right now there is a gap between the players and the realm maintainers, and the only thing that can fill it is the gms. The GMs are the players only link with blizzard, and the trouble is that the GMs are not prepared to answer the questions concerning lag spikes, realm hardware updates, and various other questions. If this forum isn't designed for these comments, shouldn't Blizzard think about making one that will deal with it? I see postings on general, realms, and other locations about lag and poor play performance, yet no responses.


While I would love to process such a suggestion, unfortunately it is not my place. I would recommend that you pursue the discussion of such an idea on our Suggestions Forum: https://forums.worldofwarcraft.com/board.aspx?fn=wow-suggestions
I do not kill with my gun; I kill with my heart.
  http://forums.worldofwarcraft.com/thread.aspx?fn=wow-customer-service&t=98281&p=#post98362

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