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Drysc on Blizzard customer service

We are all rather critical of Blizzard at times. After all, many of us spend an inordinate amount of time in the game; especially the WoW Insider staff on patch days. We expect things to work in a certain type of way, and we expect that when we encounter a problem, things will be solved ASAP.

Nothing is wrong with these expectations we have, and indeed we should have them. After all, we want this game to be the best game possible. For many folks it's the only one they'll play. The happiness and smooth sailing in game is principally the responsibility of the customer service department at Blizzard. They're the ones to fix our issues when something goes wrong.

Drysc, one of the most visible community managers, made a wonderful post earlier this week on exactly what happens in Blizzard's support services. The full post and response are worth taking a second to read. The bullet points of his posts are as follows:
  • In-game GMs are active 24/7, 365
  • Tech Support and Billing work overlapping shifts, available from 8:00 a.m. to 8:00 p.m.
  • Drysc, Nethaera, Bornakk, Hortus, Belfaire, and all the other Community Managers are on call 24 hours a day
  • Much of the rest of the staff is also on call 24 hours a day. Including developers.
  • Support is trained and kept in-house. No outsourcing.
  • There could be better Tech Support wording to delineate what they do, and what the GMs do.
I am very impressed with the way Drysc laid out what they do. I think posts like these give us a great look inside what goes on with Blizzard support. Further, despite all of our occasional complaining and criticism of them, they do a good job (especially compared to other companies).

What do you think about Drysc's recent posts?

Filed under: Analysis / Opinion, Bugs, Blizzard, News items

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