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  1. #161
    Quote Originally Posted by MasterOfNone View Post
    Ok. This might be a it lengthy, but it's for your benefit. See if you can get this example. You have a line of 50 pissed off customers. 75% of that line has problems with an issue you have already fixed(assumed). At this point to make the line shorter for other issues they said hey. This line is going away. If you STILL have an issue start a new line with this code. So poof 25% are left waiting less time than before. How is this NOT helping customers with actual needs? The blues posted that they have been having technical issues. They have been resolved. So in interest of making shorter lines for customers in q, they eliminate the long line and tell the folks who need hell other than what has recently been fixed to start a new line. Really this isn't hard.
    Yeah, I get that. That's what I said - they clear the slate hoping some of the customers who had issues won't reappear. That's cheap and disrespectful (and mostly unacceptable).

    You have to deal with the issues. If you get too many, improve the game so that you get less, and improve the efficiency / increase size of the support so that you can handle more. Business 101.

  2. #162
    Never had any trouble with the few tickets that I opened. Sure, some times it took half a day ore more until I got an answer but the result was always as expected.

    Also, I know people that just open tickets to ask questions about drop rates or all sorts of other silly stuff.

  3. #163
    Quote Originally Posted by rda View Post
    Yeah, I get that. That's what I said - they clear the slate hoping some of the customers who had issues won't reappear. That's cheap and disrespectful (and mostly unacceptable).

    You have to deal with the issues. If you get too many, improve the game so that you get less, and improve the efficiency / increase size of the support so that you can handle more. Business 101.
    It's neither. Omg dude u are delusional. Apparently you like long lines at Walmart to feel respected. It helps the customers. So if u are happy feeling respected waiting behind hundreds of others who really don't need to be in that line, then I think u have some twisted perception of reality.

    As to fixing the game to make tickets less. What do you think restarts/hot fixes are for? Business 101.
    And before the arguement gets started about more maintenance per week to make things smoother, imagine the shitstorm blizz would get if you couldn't get your per battles for the day cause they are constantly fixing shit to your standards. This is a no win discussion for you bud sorry.

    Keep it civil
    Last edited by Darsithis; 2014-01-24 at 05:02 PM.

  4. #164
    Do you know how many times I've heard guildmates over the years say they're putting in a Ticket for the most moronic thing imaginable...

    Sheesh.

    Support works fine IF you use it properly.

  5. #165
    Quote Originally Posted by Superman-BladesEdge View Post
    Considering the level of courtesy the community shows one another, and the pure hatred it spews for Blizz, it is hard for some people to rationally view anything. From a business perspective, ANY BUSINESS, if you are indexing your ticketing system, and discover some tard has made 41 tickets for the same character restoration simply because he got mad, and rage deleted, it makes sense to eliminate duplicates. Also, in some cases, there may have been a hundred "error message" tickets which were resolved in a hotfix. It is a waste of time and resources to continue to extend ticket times out to 2 full days for legit issues, while CS admins continue to rummage through duplicates and fixes which have already been resolved. Since none of us actually work for Blizz, and are not familiar with the exact implementation of this process, everything stated here is pure speculation.

    However, having done that type of work in the past, I can say it is more effective to clean the slate and allow the REAL issues to be re-created by the customer. From my personal experience, only 5% of tickets were still legit and needed to be remade. Maybe, folks should stop shouting at one another, and just understand the method behind the madness. Also, use of the term "Fanboy" is getting rather old and is only usually presented by people who have pretty flimsy arguments.
    Yeah, I've found that people are pretty averse to terms that perfectly describe their arguments/behavior. Richard Sherman didn't like being called a thug either, go figure.

  6. #166
    Legendary! Spl4sh3r's Avatar
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    Quote Originally Posted by chrth View Post
    http://us.battle.net/wow/en/forum/1011699/

    Unbelievable. The queue is big, so rather than filter or, I don't know, do their jobs, they just mass closed a whole bunch of open tickets with a generic response.

    On the plus side, I'm sure their response time reports will look positive this month.
    Your link has nothing to do with what you are talking about it feels like. It would be like me linking to WoW website when I talk about WoW. Since I have no clue to which posts you mean that have been closed with a generic reply, which isn't even what this topic is about. You mention tickets, and then link to a forum http://us.battle.net/wow/en/forum/topic/11422462139 would have been a better link since that talk about Recent Ticket Closures.

    With that said, they even mention if your ticket is not resolved by their generic reply or if you haven't figured out how to solve it yourself (if possible) you can reopen the ticket with a code that gets a quicker queue timer.
    Last edited by Spl4sh3r; 2014-01-24 at 05:00 PM.

  7. #167
    Quote Originally Posted by Sulla View Post
    Yeah, I've found that people are pretty averse to terms that perfectly describe their arguments/behavior. Richard Sherman didn't like being called a thug either, go figure.
    Crabtree reminds me of T.O. He just needs someone to let the wind outta his sails.
    Looks like I will be flying in Draenor after all

  8. #168
    Quote Originally Posted by rda View Post
    On the topic of other examples of cutting costs and trying to milk as much as possible from as little as possible:

    paid-for services and items while we have a sub. It costs them nothing to make pets and mounts that they sell on the store, they just take whatever the team that makes these things already do, yet they attach an extra cost to that.
    I will admit, this is getting off-topic, as the topic of this thread is about Customer Support giving a generic, but informative, answer to tickets of certain subject matter, which the goal is to provide players with more important tickets faster service.

    Whenever it comes to the vanity items (pets/mounts/silly little $15 hats), that comes down to the player's choice. They're solely optional. I can still do everything I want to in WoW without even having to open the character/guild services in WoW, or the pet store in-game. While we do not have the option of not-paying a subscription for WoW, we have an option to not buy these services/pets/mounts. If I choose to not buy them, so be it, that's my choice. Nobody is threatening me if I don't buy them.

    Maybe there's some company-cost to create a new pet or new mount, sure. Is there a large profit to gain from it that Blizzard is looking at? Sure. Is it working? Yes. But at what point should them doing this make you upset if you don't buy them, and your wallet is the same as if they never released them?

    I do not scrutinize Blizzard for charging these kinds of things. Why should I? "My grocery store down the street is trying to make more money by providing their own brand-version of many products." Why would I get mad at my grocery store for making a money-making decision that doesn't force me to live my life any differently?

    If, say, character transfers were free, then oh my goodness, the horrors we would see. We could see 30% of the player base being on just 1 server. I don't think it costs the company much for an automated system to copy/paste a character to another server, but without some kind of gate slowing players down from making such a rash decision as changing servers, we'd see some really messed up server population concerns.

    On topic, I was asking Sulla for more examples of where Blizzard compromises player satisfaction for money.

  9. #169
    Quote Originally Posted by Superman-BladesEdge View Post
    Crabtree reminds me of T.O. He just needs someone to let the wind outta his sails.
    Not to derail but nah. T O is a fool by comparison.

  10. #170
    Quote Originally Posted by NMX- View Post
    I will admit, this is getting off-topic, as the topic of this thread is about Customer Support giving a generic, but informative, answer to tickets of certain subject matter, which the goal is to provide players with more important tickets faster service.

    Whenever it comes to the vanity items (pets/mounts/silly little $15 hats), that comes down to the player's choice. They're solely optional. I can still do everything I want to in WoW without even having to open the character/guild services in WoW, or the pet store in-game. While we do not have the option of not-paying a subscription for WoW, we have an option to not buy these services/pets/mounts. If I choose to not buy them, so be it, that's my choice. Nobody is threatening me if I don't buy them.

    Maybe there's some company-cost to create a new pet or new mount, sure. Is there a large profit to gain from it that Blizzard is looking at? Sure. Is it working? Yes. But at what point should them doing this make you upset if you don't buy them, and your wallet is the same as if they never released them?

    I do not scrutinize Blizzard for charging these kinds of things. Why should I? "My grocery store down the street is trying to make more money by providing their own brand-version of many products." Why would I get mad at my grocery store for making a money-making decision that doesn't force me to live my life any differently?

    If, say, character transfers were free, then oh my goodness, the horrors we would see. We could see 30% of the player base being on just 1 server. I don't think it costs the company much for an automated system to copy/paste a character to another server, but without some kind of gate slowing players down from making such a rash decision as changing servers, we'd see some really messed up server population concerns.

    On topic, I was asking Sulla for more examples of where Blizzard compromises player satisfaction for money.
    They've been riding a fine line of providing the least amount possible while reaping billions since Wrath (the peak of this game). Since Wrath, it's been a fine art of gliding gracefully to the ground for them. They'll say whatever they have to in order to redirect criticism (sure, we're adding more employees for better patch release dates), but they're actually riding a very tight line of getting the most money for providing the least. The most glaring example will be how we will be in another final tier lasting for a year after an expansion-long promise of this not happening. I'm sure the usual Blizz apologists will be lining up in droves to fire off a million different excuses for their biggest failure/lie to date.

    Furthermore, your logic (adopted from the lips of Blizzard employees themselves) does not follow regarding character transfers. You act as if the only way to control things in a game is through charging people IRL money as a "are you sure you really want to do this?" sanity check. We could start a whole other thread about the myriad of rational options that Blizzard could take to control realm transfers that wouldn't involve me having to pay 55 dollars a pop to move my alliance characters over to horde on another server. If you buy into their rationalization for this outright gouging for something they know people are going to want over the course of several years playing the game, then you are not worth my time talking to about the subject.

    - - - Updated - - -

    Also if you want a prime example of Blizz blatantly phoning it in, I challenge you to truthfully analyze the originality of the Dragon Soul raid in terms of content development. Enough said.

  11. #171
    Blizzard has a system that picks out keywords and prioritizes tickets. It is very likely they knew the context of the ticket without seeing the actual ticket.

    Ive noticed when the issue is important to my gameplay is answered rather quickly, when its about something less important i sit in line.

    i.e. hax,gank,pvp, are all lower priorities than stuck.

  12. #172
    If they made a blanket response and actually ended up hitting people that have legit issues... that means one of two things (or both).

    1) Those who made the tickets in the first place did so incorrectly
    2) Blizzards indexing and categorizing system is flawed

    As lazy as it may seem, giving a blanket response to issues that aren't meant for the CS department is a very efficient way to go about things. Too bad both the system and the people who use it are not perfect and therefor created a situation like this.

  13. #173
    Its not like its possible for them to handle all the tickets players make. If people used tickets for the right REASONS then yea, it would be, but; QQ Huolon camping QQ ganking QQ griefing QQ toxic QQ no loot QQ transmog legendaries QQ gnome druids.

  14. #174
    Quote Originally Posted by Giscoicus View Post
    gnome druids.
    Someone has been reading my tickets! lol
    Looks like I will be flying in Draenor after all

  15. #175
    Quote Originally Posted by rda View Post
    Who told you that 499 tickets were made by whining douchebags? If that was Blizzard, how exactly did *they* determine that? Thank you.
    Erm...gonna guess the same way pretty much lots of other companies deal with stuff like this. They receive the complaint, it gets a first look at to see what kind of error it is, and then it is assigned to the team to deal with along with a priority for it to get dealt with. Something like a compromised account will get a higher priority, or someone reporting a person making a suicide attempt will get dealt with far faster than someone going "WAAAH Why I lose roll, ban this person please for ninja!".
    If you honestly think they deal with tickets based upon the time received, then you are very, very naive. Also, a small team of people can do the priority check very easy, just skim the ticket, see if it is a serious issue, then place into the relevant team's work queue depending on said assigned priority.
    They might even have an automated system doing so, but I wouldn't be too sure. They can be easily duped if people just flood the ticket with spam.

  16. #176
    the last ticket I had I opened because a loot chest bugged. Took them 4 days to answer it and turned out the Azure Drake dropped. I'm glad they did this.

  17. #177
    Quote Originally Posted by Ghostpanther View Post
    Yeah. My last response from them on a ticket was totally lacking of customer concerns. I can remember in WOTLK, they had a lot more players then than they do now and we would get a GM to actually contact you and discussion your ticket one on one. But now we get this automated crappy response?
    I have never received a automated letter to a ticket. From day one to now, all of my tickets have been answered in-game by GMs. This includes two issues involving not getting a quest item no matter how many times I abandoned and accepted the quest, restarted the game with and with out my 2 little addons. Both were answered with in 24 hours and had the issues resolved. I also, as others have said, give good survey remarks and scores after every GM interaction. Not sure if that has anything to do with it or not.

    - - - Updated - - -

    Quote Originally Posted by Sulla View Post
    They've been riding a fine line of providing the least amount possible while reaping billions since Wrath (the peak of this game). Since Wrath, it's been a fine art of gliding gracefully to the ground for them. They'll say whatever they have to in order to redirect criticism (sure, we're adding more employees for better patch release dates), but they're actually riding a very tight line of getting the most money for providing the least. The most glaring example will be how we will be in another final tier lasting for a year after an expansion-long promise of this not happening. I'm sure the usual Blizz apologists will be lining up in droves to fire off a million different excuses for their biggest failure/lie to date.

    Furthermore, your logic (adopted from the lips of Blizzard employees themselves) does not follow regarding character transfers. You act as if the only way to control things in a game is through charging people IRL money as a "are you sure you really want to do this?" sanity check. We could start a whole other thread about the myriad of rational options that Blizzard could take to control realm transfers that wouldn't involve me having to pay 55 dollars a pop to move my alliance characters over to horde on another server. If you buy into their rationalization for this outright gouging for something they know people are going to want over the course of several years playing the game, then you are not worth my time talking to about the subject.

    - - - Updated - - -

    Also if you want a prime example of Blizz blatantly phoning it in, I challenge you to truthfully analyze the originality of the Dragon Soul raid in terms of content development. Enough said.
    The same thing can be said about almost every piece of content in WoW. You know like all those reused human models for most of the dungeons. How about the 2 different types of cave maps found in almost every cave. Oh shit, green grass, yellow sand, blue water, brown bark on trees, how original.

    - - - Updated - - -

    Quote Originally Posted by rda View Post
    Yeah, I get that. That's what I said - they clear the slate hoping some of the customers who had issues won't reappear. That's cheap and disrespectful (and mostly unacceptable).

    You have to deal with the issues. If you get too many, improve the game so that you get less, and improve the efficiency / increase size of the support so that you can handle more. Business 101.
    They cleared the slate hoping customers with BS issues would go away.

  18. #178
    Elemental Lord Noomz's Avatar
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    Quote Originally Posted by chrth View Post
    http://us.battle.net/wow/en/forum/1011699/

    Unbelievable. The queue is big, so rather than filter or, I don't know, do their jobs, they just mass closed a whole bunch of open tickets with a generic response.

    On the plus side, I'm sure their response time reports will look positive this month.
    The problem is that people submit tickets about irrelevant, petty things that they have to siv through all the time. It's a big time sink. If you really have an issue, you won't have it difficult in resubmitting it if it's important.

    And they probably have a bullshitfilter that takes away unimportant crap tickets, which they just did.
    Last edited by Noomz; 2014-01-24 at 07:50 PM.

  19. #179
    They did the right thing actually. From CS and managing CS experience - They did the right thing when it comes to wow.
    People who really need assistance will reopen tickets and those who made bullshit query will be dumped.
    SLA will get back on track. Very good decision.

    Anyone saying "improve a game" has no clue about Customer Service and what queries land in there.
    Better product will not reduce amounts of tickets. Why? Because idiocy doesnt follow the same trend.
    Last edited by Rapti; 2014-01-24 at 08:02 PM.

  20. #180
    Quote Originally Posted by Rapti View Post
    They did the right thing actually. From CS and managing CS experience - They did the right thing when it comes to wow.
    People who really need assistance will reopen tickets and those who made bullshit query will be dumped.
    SLA will get back on track. Very good decision.

    Anyone saying "improve a game" has no clue about Customer Service and what queries land in there.
    The right thing? Not really. The right thing from a customer perspective is hiring a few temps to catch up with tickets, then resume as normal.

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