Blizzards Customer Service FAIL!!!

[willsaf]

This is just too damm funny not to share.

Here is yet another fine example of Blizzards Customer Service FAIL!!!

I received a in-game mail from a GM stating that my restoration problem was fixed, to my surpise no less since I never put in a ticket for any item restoration.

So I try to do the right thing and promptly open a ticket explaining the details in hope that the 'other' toon with my toons same name may hopefully get their issue resolve. The following is cut an pasted for what was sent and the responses.

This is my original message to customer service:

"I was rather bothered when I recieved this ingame mail:
"Greetings Tinkybelly,

We were able to provide the restoration you requested. If you need any further assistance... etc.. etc

Regards,

Game Master --SNIP--
Customer Services
Blizzard Entertainment


Now considering that I, Tinkybelly of Stormrage did not request any restoration of any items in quite some time, makes me think that it must be one of the other "Tinkybelly's" (there are only 5 that i'm aware of) out there requesting this service.
Now I only bring this up for i'm sure that was sent to me via clerical errror, it happens no big deal. But the 'other' Tinkybelly is probally still waiting for a response about their issue and growing ever so impatient as time goes on without a response.
I hope that this note brings awareness to the clerical error and that proper help can be served to the appropriate Tinkybelly.
Thank you again for you time, have a great day."

It took them 22hrs to give a response, which considering the circumstances I thought was appropriate.

Here was the response from customer service:

"Hey there, this is --SNIP-- (AKA Game Master --SNIP--) with Blizzard Entertainment, at your service! I just had a chance to thoroughly review your petition and I'd like to help!

The previous response was in relation to your petition about the player scamming gold from other players with mount codes.

While we cannot provide the gold restoration you requested, we definitely appreciate you taking the time to bring the situation to our attention and I can assure you that all of the proper actions are being taken towards the reported player.

I realize this is not an ideal solution, but I wish you the best of luck with all your future endeavors in the World of Warcraft!"

By this time I was outraged and furious by the lack of attempt to even comprehend the message sent to them as I was trying to help out a fellow player.

So here is my response, I wouldn't be surprised if they banned me for pointing out that their Customer Service Reps don't even take the time to read what's coming in but just spamm that auto-reponse button that they have seemed to make for most items that come to them.

"DID YOU NOT EVEN READ THE DAMM MESSEGE!!! WHAT A BUNCH OF FUCKING BULLSHIT THIS IS WITH YOUR DAMM AUTO-RESPONSES.
I DID NOT REQUESTS ANY FUCKING SERVICES, YOU SENT THE ORIGINAL MESSEGE TO THE WRONG FUCKING TOON.
PLEASE TAKE THE TIME TO PULL YOUR HEAD OUT OF YOUR ASSES AND ACTUALLY DO YOUR FUCKING JOBS. NO WONDER PEOPLE FUCKING HATE THE SO CALLED "CUSTOMER SERVICE" THAT YOU THINK YOU PROVIDE.

Yes I admit I was pissed. But if I owned a company were my customer services reps were so indolent. I would fire them on the spot. We as paying customers should never be subjected to such services.

Now I know that there are some outstanding people working for Blizzard as customer service reps, I've actually meet a few in my years of playing. I'm not trying to say that they are all bad at all.

But the trend for the ever growing auto-responses that don't even apply to the circumstances has to stop sometime.

[Gumboy]

You realize that they have copy paste routines, and if you had no real problem...why the fuck were you bothering them? They have actual people with problems to respond to.

[The Yeti]

Guy makes a mistake, and you react by cussing him out in all caps.

You handled it well. </sarcasm>

[Rixis]

You're getting pissed that you didn't send a ticket in and got a response?

You put a ticket in for a complete none issue, that's why the queues are so long

[Thelxi]

I made a ticket about class roles not showing up in random BGs in my raid frames, and I got a response 3 days later saying "Hello! about your loot problem, there is such a thing called personal loot now..." LOL. I made a very scathing reply like you did (minus the swearing) saying they clearly did not even read my ticket and please get someone competent to help me, and finally got a sensible reply 6 or so days later with apology.

[Geobram]

I think you need some anger management.
Plus, you have this one example, thus the whole customer service is going to the shitter! /sarcasm...

[Drungan]

OP you seem very angry ... i am not 100 % sure over what tho.

Yes they use copy-paste replys, no you did not get what you wanted.

No point in going capslock fury on a fan site forum .... go directly to the problem, there are ways to cantact blizz if you aint happy with the GM's.

[Avada Kedavra]

I think op came here to get his epeen stroked but he will learn quick fast in a hurry that 9/10 will call him a dumbass for submitting such a useless ticket. Then berating them for something SO SMALL that it is not even worth getting upset over.

Id say grow up,l and never treat anyone in customer service like that. You are the problem in this situation.

[clevin]

So you're a jerk and it's their fault? Uh... no.

[Asrialol]

I've worked in customer service myself, always wanted to see how people like the OP are. Shame he only has one post.

Some people... Ugh, it makes me sick.

[Marmot]

Guy makes a mistake, and you react by cussing him out in all caps.

You handled it well. </sarcasm>

Still though, handing out premade responses like this is bad practice, and just shows that the people they employ in customer service just don't give a fuck to the point they don't even read responses, just look for buzzwords and hand out responses as they see fit. For example, I once put in a ticket since I had an issue patching the actual game through the battle.net launcher, and mentioned I was having similar issues patching the PTR and other games through the launcher, and the person that responded told me "sorry but customer service doesn't provide support for the PTR", despite that not being the issue. So naturally, I put the ticket back in again with clarification to say that the problem wasn't related to the PTR, just to get the same sort of response about no PTR support. It took a third ticket to get any sort of human response, but by that point I'd already fixed it. It's plain disrespectful to the customers that make them such a highly profiting company.

[Socialhealer]

Guy makes a mistake, and you react by cussing him out in all caps.

You handled it well. </sarcasm>

because it's pathetic, i once got a ticket answered and in the answer was merry christmas 2012, it was currently july 2013.

well played blizzard a 7 month out of date auto respond.

-snip-

Mod-note: Bear in mind, even the GM's name has to be blocked out, we don't permit naming/shaming.

[Daetur]

You know, I had a problem with getting the wrong auto-response to an issue I was having, and instead of reverting to caveman yelling, I was polite about my frustration and dissatisfaction with the reply. Got my issue resolved within a day, and a few days of free gametime for the inconvenience.

Don't treat people like shit, you'll get a lot better help by treating them like people.

[Deleted]

I've worked in customer service myself, always wanted to see how people like the OP are. Shame he only has one post.

Some people... Ugh, it makes me sick.

I'm all for defending people doing a job, but using a copy past automatic responds when you haven't even read the message from the person who made the ticket you deserve to be fired.

I mean, that's no mistake...it's literally telling the customer to go fuck themselves with their issue.

- - - Updated - - -

You know, I had a problem with getting the wrong auto-response to an issue I was having, and instead of reverting to caveman yelling, I was polite about my frustration and dissatisfaction with the reply. Got my issue resolved within a day, and a few days of free gametime for the inconvenience.

Don't treat people like shit, you'll get a lot better help by treating them like people.

And I agree with you if it was a person making an honest mistake, in a case like this the GM didn't even read either what the customer said or what he/she said. But in general I agree, having worked in customers service myself people don't give enough credit to the poor souls on the other end of the monitor/line.

[Rixis]

because it's pathetic, i once got a ticket answered and in the answer was merry christmas 2012, it was currently july 2013.

well played blizzard a 7 month out of date auto respond.

[IMG]http://i62.tinypic.com/296m9lw.png[/ MG]

You complain about the auto-response, but they solved your issue, so not really seeing the problem. Hell, better that they used an auto-response so they could get onto the next issue quicker.

[Deleted]

because it's pathetic, i once got a ticket answered and in the answer was merry christmas 2012, it was currently july 2013.

well played blizzard a 7 month out of date auto respond.

-snip-

Mod-note: Bear in mind, even the GM's name has to be blocked out, we don't permit naming/shaming.

GM went full retard.

- - - Updated - - -

You complain about the auto-response, but they solved your issue, so not really seeing the problem. Hell, better that they used an auto-response so they could get onto the next issue quicker.

Many people hate being talked to like a robot, that's one of the first things they learn you in a lot of customer services...take an automated message and give it your own personal touch.

[Marmot]

because it's pathetic, i once got a ticket answered and in the answer was merry christmas 2012, it was currently july 2013.

well played blizzard a 7 month out of date auto respond.

-snip-

Mod-note: Bear in mind, even the GM's name has to be blocked out, we don't permit naming/shaming.

It's even worse than you think. Your ticket there is from 2013, and they're wishing you a great 2012. Their ticket is two years outdated.

[Rixis]

I'm all for defending people doing a job, but using a copy past automatic responds when you haven't even read the message from the person who made the ticket you deserve to be fired.

From what I can gather, the OP didn't even have an issue.

They issued a response to him mistakenly, he thinks for someone else with the same name, so he sends them a ticket saying "sorry guys, this wasn't my ticket, you made a mistake", they send and auto-response and OP goes spastic.

He never even had an issue in the first place !!

[Sketchy]

So you're a jerk and it's their fault? Uh... no.

Maybe it's my age, but this seems to be the way the world is going.



OT: How dare a human being make a mistake. I mean, he should be operating at
the level of a computer. He has no fucking right to be a human being and make a mistake. /sarcasm

Seriously mate, I'm gonna guess it's a generational thing(aka you're young) but you really over-reacted here.
Anger management, a quick brush up on manners and common courtesy would all do you some good right now.


"To err is human, to forgive Divine."

[Socialhealer]

You complain about the auto-response, but they solved your issue, so not really seeing the problem. Hell, better that they used an auto-response so they could get onto the next issue quicker.

so you don't think they should update their auto respond message more than every 7 months? thats just fine for customer support? a better way would be to never mention the time of year so the customer wouldn't know it's such a lazy auto respond, but i agree it's good they get onto the next ticket quickly, just this is obviously not the best way to do things.