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Posts with tag blizzard-cs

Connection problems for both North American and European players

Website down
Blizzard Customer Service is in the process of dealing with connection issues facing players on both sides of the Atlantic Ocean. For the North American players, login errors have been plaguing both the Account Management website, and several games--World of Warcraft, Diablo III, and Hearthstone.
For players in Europe, Blizzard noted yesterday on their EU support blog that the high latency and connection issues are, in fact, the result of a series of DDoS attacks that have been levied at Blizzard servers for the past few days. Blizzard is monitoring the situation and asks that players follow their European customer service Twitter account for updates and further information.

Filed under: Blizzard, News items, Account Security

Blizzard Customer Support live Q&A recap

Blizzard Customer Support Live Q&A
Yesterday, between 5pm and 6pm Pacific, Blizzard's Customer Support Team took part in a live Q&A, using some new software to answer players' questions in real time. In attendance were CS Forum Representative Vrakthris, WoW Game Support Manager Marcus Maczynski, SC2 Game Support Manager Angelo Concepcion, D3 Game Support Manager Andreas Unger, Senior CS Information Specialist Charles Areson, and CS Social Media Manager Antonio Achucarro.

With players asking the questions, there was fairly high traffic for the team to deal with, Zarhym told us they received over 1,500 questions in under an hour! Not all of them could be answered, but we've been busy pulling out the key questions and responses for your delectation.

Comment From legracen
Are there any plans to update/change the in-game ticketing system for World of Warcraft so that the wait times for tickets can be reduced?

Marcus Maczynski: Hello Legracen! We're constantly evaluating how we receive CS requests from players. Right-Click-to-Report and self-service options (such as Item Restoration) are both examples of this building in this efficiency. Updating the in-game interface to prompt players for exactly the information we need to service their requests is definitely something we want to do.

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Filed under: Events, Blizzard, Mists of Pandaria

Blizzard opens EU customer service Twitter account

A few months ago, Blizzard opened a Twitter account for its U.S. customer support team. Though it seems to mostly be used to retweet accolades for support staff and keep followers abreast of ticket queue times, there are also helpful links to hot CS topics and support-related announcements mixed in there.

Now, players in Europe can take advantage of the same service with the Blizzard EU CS Twitter account. Between the official Warcraft Twitter account and the new Game Guide/community site, it's good to see Blizzard finally embracing social networking and web 2.0.

Filed under: News items

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