The Decline In GM Customer Service

Customer Support
Hey I am aware that I may get flamed for this post!
Back when wow was launched I found the Game Master Service to be incredible the response times and the care and genuine thought that felt went into your support issue. I found that this was the case with the vast Majority or game masters I encountered up to around the end of wraith.
And i simply do not understand how the quality of the service can dramatically change so much in the short time since those expansions. I can only presume that as the game has become less popular blizzard either have a smaller budget for their support staff or simply care less.
I will give 2 or 3 small examples that I believe show a dramatic fall in the quality of service that we as paying customers receive.

1. Not Last week a blizzard Game Master Told me Fact that it was impossible for them to appear in game anymore! The next link clearly disproves this and makes me wonder at the reason for this blatant lie https://eu.battle.net/support/en/article/200527

2. RP enforcement- Now i know this does not apply for everyone but I have an easy comparison here to make. During TBC I had an enforced Name change because I was reported for having a UN RP name now as ravenholdt was an RP PVP server I can see why names such as "Tangoguy" aren’t rp at all, I’m not complaining about having to change a name but in stark contrast, today you get monks across many RP servers that find it amusing to call them self's Bater ( Grand Master Bater) and nothing happens! It would appear that your name no longer is required to be RP on an RP Realm. Which brings me to my next point

3. Wanting to change the name of your guild (Good Luck)
So recently I have been told that i may not use certain guild names on my server this lead me to do some digging the guild name my guild wanted was "SuperNova" we were told that we couldn't have this because it wasn't RP so I’d just thought I’d also take the time to point out to blizzard some of my other Guild names that I’d like the clarification on how they are RP all the following guild names are from RP servers : .
<CLEAVE BRITNEY ALONE>
<DOYOUEVENLIFT>
<Your mom in a box>
<Urinal Cake>
Clearly these names bare even less relevance to the game than SuperNova and as such I find it ironic that they are allowed to persist whilst the name we wanted, was thererfore according to the GM considered to be un RP and therefore banned on our server.
Now i take 2 issues with this one blizzard would not send said list because apparently it was too long, now as we are not using floppy drives anymore and emails can hold more info than ever what kind of excuse it this. And two Argent Dawn another RP server currently has a guild called SuperNova, so my question is, how can the guild name be banned on one RP server for being un RP and allowed on another RP server. I simply do not see the issue and feel the response from the GM regarding this issue was more of an excuse to close the ticket rather than the considered and measured response that I had come to expect from blizzards customer support department
Many thanks for reading my post like i said this is just my experience of how GM services have changed over the years have a good day guys
The thing that bothers me the most is how people accepted this and defends blizzard for their practice.
Back in vanilla, the game was much less popular and had a lot more problems but having a ticket with more than 2 hours wait time was unheard of. Keep in mind that many things like item restoration or the 2 hour trade window weren't implemented and were often the subject of tickets.

Now i made a ticket back in MoP and had 2 days of wait time, made a forum post about how customer service changed but many people found this wait time acceptable and tried to find excuses for blizzard.

So maybe we deserve !@#$ty services.
I can only speak from my experience, my interactions with them have been excellent.

My biggest gripe is the "you will complete a survey!!!!" spam after every interaction with them.
I never had big issues with them, but then again - I have not hit major bugs or had to deal with major player shenanigans.

Beside the item restore function - last couple of times I used it - "please fill this survey" -.-
Back in TBC i gave a stupid name to a fresh character. When I reached lvl 5 I was contacted by GM and forced to change the name. Now? I just saw someone named "Bigtitsboy" while raiding...
I beg to differ, of the many times I have contacted them they have always been pleasant to interact with.
09/03/2017 11:30Posted by Khorinis
Back in TBC i gave a stupid name to a fresh character. When I reached lvl 5 I was contacted by GM and forced to change the name. Now? I just saw someone named "Bigtitsboy" while raiding...

Forced namechanges are still a thing, I had a character named "Gibedepusi" which is a reference to Filthy Frank and many people actually whispered me because they got from where it was, regardless I was sent an email with a warning and was prompted to namechange when I tried to login.
I guess it just takes more time/reports to get forced to namechange nowadays compared to before.
the issue here isnt that they are not pleasant to interact with, its more a case of miss information, its a case of them lieing to us or telling us something cant be done when it can, its also a case of double standards and how one thing is banned on one realm but perfectly acceptable on another win the same rule set. beyond that there is a lack of willingness to redress these issues and at every interaction we just get the answer. im sorry we cant help you, in stark contrast to that another person with the same issue experiences a completely different level of response and has their issue resolved.

are we supposed to accept that when we ask for gm support we are now playing a lottery and if by chance we get a good gm then happy days but if we get a bad one. im sorry your only option is to open another ticket as we can seldom take what they say at face value any more, particularly with regards to this post.

in some cases i genuinely have had a feeling of the gm just wanting to close the ticket and get away. as if their beer was getting cold or they had an important tv show to get back to. almost an irritation at having to deal with us. now dont get me wrong in other cases it has been good. but i would say at least 60% of issues are not satisfactorily resolved
09/03/2017 10:53Posted by Gannet
The thing that bothers me the most is how people accepted this and defends blizzard for their practice.
Back in vanilla, the game was much less popular and had a lot more problems but having a ticket with more than 2 hours wait time was unheard of. Keep in mind that many things like item restoration or the 2 hour trade window weren't implemented and were often the subject of tickets.

Now i made a ticket back in MoP and had 2 days of wait time, made a forum post about how customer service changed but many people found this wait time acceptable and tried to find excuses for blizzard.

So maybe we deserve !@#$ty services.


No we don't, the company deserves no money for providing !@#$ty services.
09/03/2017 11:42Posted by Burninghate
the issue here isnt that they are not pleasant to interact with, its more a case of miss information, its a case of them lieing to us or telling us something cant be done when it can, its also a case of double standards and how one thing is banned on one realm but perfectly acceptable on another win the same rule set. beyond that there is a lack of willingness to redress these issues and at every interaction we just get the answer. im sorry we cant help you, in stark contrast to that another person with the same issue experiences a completely different level of response and has their issue resolved.

are we supposed to accept that when we ask for gm support we are now playing a lottery and if by chance we get a good gm then happy days but if we get a bad one. im sorry your only option is to open another ticket as we can seldom take what they say at face value any more, particularly with regards to this post.

in some cases i genuinely have had a feeling of the gm just wanting to close the ticket and get away. as if their beer was getting cold or they had an important tv show to get back to. almost an irritation at having to deal with us. now dont get me wrong in other cases it has been good. but i would say at least 60% of issues are not satisfactorily resolved


This has been my experience with them as well.

Nowadays when friends ask for advice or help regarding issues that actually sort of requires administration to step in, I just tell them good luck.

Because that's all it comes down to, luck. Time of day too. If it's noon in India, you're likely !@#$ed.
09/03/2017 11:58Posted by Huzzaa
If it's noon in India, you're likely !@#$ed


Support is not outsourced, it's provided from their offices in Cork and Versailles 24/7, 365 days a year.
As this is a duplicate thread, it's being locked.

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