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Last week I put in a ticket after speaing with two GMs whios names I will leave out. My issue is the Final quest for the legendary Staff, both GMs I spoke with, I have SSs, told me I could have the quest marked as completed for me, and have Rags heart be pout into my bags when my quest siphon number reached 250 between two servers. Well Last monday iI reached that amount and killed rag, put in a GM ticket. It was answered 7 days later with an automated response that had nothing to do with what my ticket said.
Here is my ticket from last week. I have Omitted the two GM names: I spoke with GM V****** and GM A*****, They told me to open a ticket and speak to GM about my quest Heart of Flame. I have since me the requirement for smouldering essences and killed Ragnaros last night, and need you to put the Heart on my Bags per their requests. I also have another quest question. Thank you. I would really love to speak with a GM, A***** took 5mins to get to me, I have not been waiting near 58hours here is the automated response: Greetings! Thank you for contacting the Game Master Department. We apologize that the wait has been so long; things have been very busy with the Mists of Pandaria Beta, new Scroll of Resurrection feature, and everyone being excited about the Diablo III Presale. First, Blizzard Support does not provide game hints. Second, we've looked over the information you've provided in your ticket, and feel that you may be able to find the answer you're looking for on one of our official fansites. Below are some great resources for quest information, gameplay hints, and even some basic help on playing your character: Your fellow players - many players have had or asked the same questions you have. The Blizzard Forums or other discussion groups www.wowhead.com - Wowhead features enormous amounts of user-driven information, through basic game information, comments on database entries and screenshot submissions! The site also features forums, where users can ask questions, discuss important World of Warcraft-related topics, recommend and share favorite addons, and much more. www.wowpedia.org - Wowpedia is a wiki dedicated to cataloging the Warcraft universe (with a focus, though not priority, on World of Warcraft); covering the entire Warcraft series of games, RPG reference books, strategy guides, novels, comics (manga and otherwise), and other sources. We hope these resources can help guide you to the answer you're looking for. Thank you again for contacting us. Blizzard Entertainment |
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Edited by Easiest on 5/28/12 12:59 PM (PDT)
I dont understand what youre saying. My ticket was clear, concise and to the point. Its this failure of a CS rep that decided not to read and copy paste a response that failed to answer any of my issues.
Edited for spelling error |
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Complaining about it won't get them to stop and read the ticket. You have to make your tickets as simple as possible and resubmit them every time a GM doesn't deal with it. Otherwise the issue will never get looked out.
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Suggestion? Leave out any mention of a "quest question". They cannot answer those and they will redirect you to wowpedia.org. You are muddying the waters. Basically this proves either 1. They use an automated system to look for key words and paste the response or 2. They really don't care about customers... Basically I'm leaning on 2...Because there are so many awesome GM's that take the time to talk to you vs the monkeys who always put a response in your mail...
Again proves there is a serious lack of customer relations here...If they can't afford to pay more people to help the customers who's payment pays their wages they need to shut down and stop.. I find it funny they get soo upset if you criticize them...Yet for anyone to learn from their mistakes criticism is necessary...The problem here is Blizzard's ego is huge because they are the one MMO that has people hooked... They have people hooked because they know what it takes to keep us playing...With all of the blues posting you would think they care...But in reality...They don't...I'm sorry but any company who feels an hour wait time on a phone or days for a in game ticket is ok is a company that truly does not value their customers. Let alone their phones should be available 24/7 given the scope of how many players are online...I find it really pathetic actually...QUE the fan boys and girls raging at this post now... You know they say it takes a thick skin to work in customer service and yes it does...But one has to wonder why they don't try harder to improve and effectively remove most of the complaints on the forums. I love the game...But I am getting tired in the crap responses...Tired of the lack of effort vs what they make a month in subs alone...People need to wake up!...And realize they really do the minimum amount of work to fix things...However...Cudos to those at blizz who really do care...What small amount of you there is... |
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Easiest, you are bang on. These automated responses are complete garbage and a deplorable example of customer service.
I submitted a clear concise legitimate issue and received the same response. |
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To be honest? You aren't going to get any arguments from the regular posters here. We're not exactly pleased with this, ourselves. The most constructive way to address this is to send a polite and constructive - but firm! - e-mail to the GM supervisors at WoWGMFeedback-US@Blizzard.com. While responses of this nature are appropriate for some tickets, this one was clearly, unequivocally, and undeniably ... wrong. ________________________________________________ Customer Support Forum MVP HDL - http://hdl-the-guild.com/~nodrama/ E-mail - neppyman.no@spam.gmail.com "Grethan's trouble, see. Big trouble. Mad scientist type. Likes weapons. Cyborgs. Droids. Ergonomic chairs." -- Captain Bryn |
While responses of this nature are appropriate for some tickets, this one was clearly, unequivocally, and undeniably ... wrong. I agree, that for what was listed in the ticket, the answer was wrong. The feedback e-mail should be utilized for that. However, the heart of the issue (no pun intended) is something that I have never seen before. I have never heard of them just giving a quest complete. Pahanda, have you seen this before, or is this something new that you have heard of? |
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Generally not, but if the player was told that they could have - because exceptions can always be made - then they should not have received this kind of automated response. ________________________________________________ Customer Support Forum MVP HDL - http://hdl-the-guild.com/~nodrama/ E-mail - neppyman.no@spam.gmail.com "As with other situations, the key seems to be giving Jayne a heavy stick and standing back." -- Inara |
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I got the exact same response when reporting a player for suspected duping. I gave the person's name and what I think they were duping. I also gave an explanation as to why I thought they were duping (roughly 60% of their auctions were numerous rare world drop items, half a dozen or more at a time).
Then I get this message saying they can't give me in game hints. WTF? |
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I submitted a very short and to the point question asking if a quest was still in game. I sited that I had researched on thotbott/wowhead etc. and that no one had posted if it was or not. I got back the SAME response. It was insulting as the first line is... we don't give game hints, and that there are sites to help me play my toons.. OK thanks for the advice, now can you answer a yes or no question? I don't need a page yammering on about random things I didn't ask.
So Blizz... We know you are busy with all your "other" projects but take a look at your customer service skills. If you are being so flippant and not actually servicing your customers what makes you think they will keep coming back? I've always had good customer service with Blizz in the past, but honestly since Cata, the customer service has gotten really poor. Customer Service is still key folks. There are other products, you still need to maintain your customer base. |
No, they can not, in your case. That is considered a game hint. Directing you to a third-party site is their attempt to help you find the answer you seek, because they cannot give it to you.
There has really only been one particular complaint lately, and that is the seemingly automatic responses to certain keywords. This response is being sent to people when it shouldn't. However, in your case, it was spot on. |
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Edited by Jezzebella on 5/28/12 5:14 PM (PDT)
My point isn't that they "wouldn't" answer my question.. it was that in the response listed what I was already doing. AND that I feel their customer service is lacking lately. A simple, we are not able to assist with that, would have sufficed.
I work in online customers service so I know all about templates that are used. I'm just saying I feel like they are just answering too quickly to get to the next ticket. That's just how I FEEL about it, I'm not saying that I'm right and they are wrong. And BTW Thank you very kindly for that email address. (A month ago I had another "quest" question and the GM answered me with a very simple answer that was actually pertinent to my question. So I have had quest answers previously. I should have written down that GM's name though to write them up a good review for their manager. In the future I will do that. I think every good customer service rep should be praised for a job well done.) |
These two statement don't really add up. You want a "We are not able to assist with that", but then you say you want them to take their time in getting you a response. They used to say "We are not able to assist". People were upset, because that was the end, and they were no closer to an answer. So, they amended the response to give the advice of checking out third-party sites. It's a more helpful response, because it provides a possible avenue to find what they are looking for. That isn't always the case, as in your situation. Is the service lacking? A little bit, for the reason I listed above. They are trying to work out the kinks in filtering tickets to the right people who can assist faster. But in your case, there doesn't seem to be anything lacking. |
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We can just agree to disagree. I sincerely hope you always experience good customer service :)
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Where did you read that they are happy with the phone times and the in game ticket times? Cause I can show you hundreds of posts from Blues saying they aren't. Also are you here to post praises when the ticket times are down to a few hours like they normally are? No you aren't you are as irrational as any fan boy only on the opposite end. Oh and why the heck should they have 24/7 phone support for Billing and Tech Support? This is a video game, my cable and phone company doesn't even have 24/7 support... |
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[quote="52348289725"] LOL so true |
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Thank you for the advice. I will send them a polite email now.
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Perhaps you could create a new ticket and include the ticket #'s, where these GM's said that they could do this for you. I also read somewhere that including less information is better due to the automatic sorting of tickets.
Good luck getting your issue taken care of and it's ashame that so many people are getting these automated responses, the GMs are so swamped and some of them are probably just passing you on through so someone else can deal with you. I would defintly report that GM to the GM feedback email for sure. |
