Submitting Tickets In-Game to GM's

Customer Support
I am not one who typically complains about much, especially on the forums, but.....When you submit a ticket and the average wait time to get a response is 1 day or more, I think that's a bit ridiculous. Blizzard is a multi-billion dollar company, and more representatives should be available to handle said tickets. The main issue is when you are reporting a player (friend) whose account has been compromised. What good does it do you when you report said problem and Blizzard can't reply for you for 1 day 19 hours? The account being compromised was then, not 2 days later. Tickets that have keywords in them, such as help, hacked, hacking, cheating etc.. should be escalated and handled promptly. Maybe I am the only one who feels this way about this topic, i'm not really sure. Feedback will be appreciated, and your thoughts on the matter, thanks!
At least we don't get replies from people foreign countries who can't speak English well.
Blizzard has said before that the estimated wait time in game is often very different from the actual wait time.
The reason is that there is too many idiotic tickets to be responded. If people were more conservative about opening new tickets they would answer faster. I play wow for 3 years and i opened 3 tickets i think. And i regret opening one of them.
Most compromise reports are prioritized, Neekoras - but the times you see are averages for all issues.

Compromises can be a little scary, and certainly frustrating - but these guys are quick. Usually by the time they are noticed the damages have already been done. Fortunately, we can usually get a player back into shape fairly fast.

The better solution is to keep them out to start with. An authenticator goes a long way towards that goal :)

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The reason is that there is too many idiotic tickets to be responded. If people were more conservative about opening new tickets they would answer faster. I play wow for 3 years and i opened 3 tickets i think. And i regret opening one of them.


Well, this is why I suggested that tickets be escalated depending on keywords that are used in said ticket.
Most compromise reports are prioritized, Neekoras - but the times you see are averages for all issues.

Compromises can be a little scary, and certainly frustrating - but these guys are quick. Usually by the time they are noticed the damages have already been done. Fortunately, we can usually get a player back into shape fairly fast.

The better solution is to keep them out to start with. An [url="https://us.battle.net/support/article/100588?utm_source=internal-support_forums&utm_medium=posting&utm_campaign=BlizzardCS&utm_content=090513"]authenticator[/url] goes a long way towards that goal :)

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Got Feedback? [url="https://www.surveymonkey.com/s/Orlyia"]Click me[/url].


Even players with authenticators can be hacked, the wait time on tickets does need to be reduced. 9 out of 10 times, when the ticket is replied to, the player isn't even online. >.>
9 out of 10 times, when the ticket is replied to, the player isn't even online. >.>


9 out of 10 times there is absolutely no reason for the GM to talk to the player.

It wastes time. That's why they've tried to stream line things. To get to people faster.
Even players with authenticators can be hacked, the wait time on tickets does need to be reduced. 9 out of 10 times, when the ticket is replied to, the player isn't even online. >.>


That is an extraordinarily rare occurrence, and indicates an extremely nasty bit of malware in most cases, when it is true.

As mentioned above, it's rare that we need to talk to a petitioner if enough information has been provided. Online, offline - makes no difference.
09/05/2013 12:41 PMPosted by Neekoras
The reason is that there is too many idiotic tickets to be responded. If people were more conservative about opening new tickets they would answer faster. I play wow for 3 years and i opened 3 tickets i think. And i regret opening one of them.


Well, this is why I suggested that tickets be escalated depending on keywords that are used in said ticket.


They are.
09/05/2013 12:34 PMPosted by Neekoras
When you submit a ticket and the average wait time to get a response is 1 day or more, I think that's a bit ridiculous.


Sometimes it is hard to have perspective. Back in Wrath, if you got your account compromised, it could sometimes take 2 weeks to almost a month before it was addressed. It got so bad, that Blizzard has to offer compensation packages rather than actually restore specific items. If you chose the package, you got back in the game faster. Things have vastly improved.

Also, keep in mind that compromises occur due to event outside Blizzard's control. If they got into your account, that means they got your password from somewhere. Blizzard is really under no obligation to repair things that were not a result of anything they did, but they do.

1 day is really not all that long to wait to get a repaired account back.

False.


Would like your source on this. Fact is, how tickets are prioritized is not public info. But the fact that Orylia state they *are* prioritized indicates that there is some sort of sorting going on. You are just in a line behind other players who got their restoration request in before you.
False.


You can say "false" all you want, but it's actually not.
Just use basic common sense when surfing the interwebs. I've been playing WoW since the end of Burning Crusade. Half that time without an authenticator and not once was my account compromised.

If your friend has an Android device or Apple equivalent, there are free Authenticator apps that will provide an extra layer of security.
@ Maul. In all of the years I have been playing, I have never been hacked, and my account has never been compromised. My friend's accounts on the other hand have, and those are the ones that I report to Blizzard as soon as I notice it has happened. I understand it's because the players have done things outside of Blizzard's control to compromise the security of their computer and their account. The point being, that when a player is hacked, and it is reported, immediate action taken will prevent Blizzard having to do restoration requests on items that have been sold, characters transferred, guild banks drained etc...
Is there anything I can help you with, Neekras because you are coming perilously close to trolling.

Your petition was addressed, you spoke to a Game Master, I've answered your question here.

Our Game Masters work very hard to get to everyone as quickly as possible. We do prioritize certain issues, hence why your petition was answered in roughly half the time other outstanding issues are currently waiting.

I'll return to my original recommendation - suggest to your friend that they protect their an account with an authenticator and this entire situation might have been completely avoided :)

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