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2-28-2011 @ 4:14PM
I disagree with this.At least GM and tickets are something that Blizzard is tracking and keeping statistics ( quality assurance ) for: types of tickets, type of resolution, etc. If not because of a commitment to quality at least because of a desire to reduce customer service costs.IMHO, Forums are essentially worthless.So if you open a GM ticket there is a very tiny chance that, in aggregate, something might be accomplished.If your four options are GM ticket, forum post, emoragequit and do nothing, it seems like forums would be the least desirable option.If they make a change and they think it will generate 100,000 GM tickets and the VP of customer service thinks the fully-loaded cost of each ticket is (for example made up) $8.31 then Blizzard has an incentive of $831,000 to not do that.
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