WoW Customer Support Q&A Transcript

Community Manager
This CoveritLive chat features a panel of some of our most veteran customer support representatives, who always seek to clarify support policies and procedures, help players to better understand the philosophies that shape how we assist them, and show a bit of the personality behind those GM tags.

While this chat was focused on customer support for World of Warcraft, our panelists were equipped to field some questions about Diablo III and StarCraft II support policies as well.

Read the full event transcript.

Related Resources:
Edited by Zarhym on 12/13/2012 6:45 PM PST
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100 Orc Death Knight
19995
nice, will try to at least check this out, might try to get a couple questions asked, and hopefully answered.
Edited by Ishamaell on 12/11/2012 5:43 PM PST
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87 Night Elf Druid
10230
neato
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90 Blood Elf Paladin
10455
It'll be at 11am here in Australia, so I'll be at work unfortunately.

Anyone who knows how CoveritLive works know if the chat will be available for reading once it's over or do you have to attend to see anything?
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Community Manager
It'll be at 11am here in Australia, so I'll be at work unfortunately.

Anyone who knows how CoveritLive works know if the chat will be available for reading once it's over or do you have to attend to see anything?

CoveritLive automatically stores the conversation and provides a "Replay" button for anyone who missed out on any portion of the live event. :)
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90 Human Warlock
12950
At least it's not Reddit again! /rejoice
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It'll be at 11am here in Australia, so I'll be at work unfortunately.

Anyone who knows how CoveritLive works know if the chat will be available for reading once it's over or do you have to attend to see anything?

They've used it before - can see how it's saved at the end of the chat at http://us.battle.net/wow/en/blog/3914934
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90 Blood Elf Paladin
10455
Thanks for the responses, I look forward to reviewing it.
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90 Human Paladin
15455
Hey Zarhym. This sounds like it will be very informative.

12/11/2012 05:36 PMPosted by Zarhym
This is your chance to seek clarification on support policies and procedures


I know the chat will be moderated, but could you give an example of what type of questions we could ask to make the best possible use of the hour? I am sure you guys aren't looking to just be a human proxy to the FAQ/ToS section for an hour.

I personally would love to see some questions answered about the evolution of the games' support and policies. The devs of the game always get to tell their stories and give a post-mortem. I don't think in the 8 years I have played have I ever gotten to hear from the battle hardened CS veterans. Especially about how support/policy has had to evolve in the face of a game that has gone through so much change.
Edited by Lovebringer on 12/11/2012 7:34 PM PST
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90 Worgen Druid
8385
Ooo, sounds interesting.
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90 Night Elf Hunter
8360
Good luck! Who knows, we may have a showing of... *The Hoof*

(We live in a world of hope, after all)
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85 Worgen Hunter
9100
Why cant i choose any realms when i log in?
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90 Draenei Death Knight
6380
Thank You Zarhym got a few questions to bring to the table.
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98 Worgen Mage
17360
I'd be interested in reading about the MS > OS dilemma. Everyone uses it but it's not an officially supported loot practice. Many an Invincible were ninjaed during Cata when you still needed 15-20 pugs to kill it. As players underman bosses further every expansion it becomes less of an issue though. BH was also notorious for ninjas, but I have to think ticket load is significantly less now that LFR and the "BH" boss are individual loot rolls. The devs probably were looking at ways to reduce ticket load and did a good job of it. The MS > OS issue still remains, but not much is worth ninjaing, especially with the BMAH out. Elegon mount I guess. =p
Edited by Digerati on 12/11/2012 10:38 PM PST
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86 Goblin Priest
9100
I look forward to watching CRZ dodgeball.
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86 Tauren Druid
8280
12/12/2012 06:45 AMPosted by Julitrix
I look forward to watching CRZ dodgeball.


The only CRZ issues that would be relevant to in-game support is how issues are dealt with caused by CRZ, such as how to report CRZ chat or names from different realms. Not sure what type of "dodgeball" you are implying, but it would seem that your statement is more directed at game design, which is not what this live chat is for.
Edited by Hruund on 12/12/2012 7:31 AM PST
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Surprised at the lack of female representation among the panelists.
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