Originally Posted by
hnlntm
As someone who use to work in a call centre, on customer services, I can see this as a step backwards. However let's look at the positives, you go online and arrange a call back, within 5 minutes you get your call back issue gets resolved. This is great, no waiting in a queue, you might be able to pick a time that suits you for the call back.
What about if you go online, arrange a call back, you explain your issue. Blizzard tries to help, but in your eyes they're not helping. It get's to a point where they say there's nothing more we can do for you. So you go away think it over and come to the conclusion that you're not happy with that response. So where you would normally call back hoping to speak to someone different, who might be able to advise you differently, instead you have the same person repeating what they have already told you. So again you go away, still not happy, you arrange another call back. My worry is Blizzard will see your call request, if they log calls, they will be able to see a call history this enables them to ignore you. This takes what little power you have as a customer away.
If the system is fully automated then that should prevent the ability to cherry pick calls, but let's be honest we don't know what the backend of their system looks like and how they are using it.
If this service existed with the ability to still be able to ring Blizzard, then I'd say what a great service.