Skip to Content

WoW Insider has the latest on the Mists of Pandaria!

Posts with tag customer-service

Tips for getting customer support live chat working smoothly

No one likes having to interrupt their game time to contact customer support, but doing an online chat with is at least slightly less painful than waiting on hold to talk on the phone. However, browser snafus can ruin the chat experience which makes your wait even longer. Fortunately, CS rep Araxom has some tips on avoiding chat trouble, which is commonly caused by pop-up blockers. So before you try to start a live chat, here's what you should do: Now you're ready to chat! Just head over to the North American or European Support Portal, answer a few questions about the problem you're having, and then select Live Chat. Good luck!

Filed under: News items

Live chat Customer Support Q&A this Thursday

Live chat Customer Support Q&A this Thursday
Ever had a burning question about the customer service side of World of Warcraft, or other Blizzard games? This Thursday, you'll have your chance to ask. Blizzard is hosting its first-ever CoveritLive chat featuring customer support representatives from all of Blizzard's games. The chat will be focused primarily on World of Warcraft, but the panelists can field some questions regarding Diablo III and StarCraft II support as well.

Keep in mind, this is not a development Q&A -- so keep your questions about whether or not Atiesh will return to the game's loot tables along with Alleria and Turalyon for another time. However, if you have any questions regarding the policies and the customer service side of Blizzard, this is an excellent time to get those questions cleared up.

The Q&A will be this Thursday, December 13, from 5-6pm PST. Unlike previous Q&A chat sessions, this one will be taking place directly on Blizzard's website. And if you need an email reminder, you can sign up for one directly through the official blog post.

Filed under: Blizzard, News items

WoW Moviewatch: Customer Service

Some surprisingly difficult moments in life lurk in the drive-through of your local fast food joint. Seriously, I think I'd find it easier to butcher a cow, cook the meat, and make the burger myself than place an order on those speakers. We can get video to and from frickin' Mars with more clarity than we can place a taco order.

That's what Slightly Impressive is tackling in Customer Service. Griffter's really been polishing his game. This new video has punchlines, good graphics, vastly improved voice acting, and a solid concept. My hat's truly off to you, brother.

Interested in the wide world of machinima? We have new movies every weekday here on WoW Moviewatch! Have suggestions for machinima we ought to feature? Toss us an email at moviewatch@wowinsider.com.

Filed under: WoW Moviewatch

Trade skill crusader brings back customer service and sweat equity to crafting

Vial of the Sands
WoW players today tend to consider the deterioration of the in-game community in terms of relatively recent influences like the Dungeon Finder and then the Raid Finder. We sometimes forget that design tweaks and new systems have been chipping away at the paradigm of Azeroth as a place to forge ongoing personal relationships for years now. Take a gander at the beginning of this analysis I wrote on the death of the Azerothian salesman all the way back in the hyper-modern era of The Burning Crusade circa 2007:

Forget the endless debate over hardcore versus casual -- there's another moniker that we here at Insider Trader hold dear: salesman. What's that? You don't know any salesmen in WoW these days? You're not alone. Times have changed since craftspeople toiled to build reputations as the go-to traders on their servers ... when Ironforge was the hub of civilization, where a few elite enchanters held court over the entire server with coveted formulae from such exotic locales as Stratholme and Scholomance.

It's a brave new world in today's Outland. Most enchanters don't enchant for the general public at all, unless you provide mats and a tip. And in any profession, with so many other players on the servers who have the same patterns (even rare patterns are generally available from more than one player) and so many easy ways to make money (hello, daily quests!), there's little reason to hang around town to build a regular clientele. Components provided or created by other professions are readily available on the Auction House -- there's no need to seek out and nurture relationships with another player from a complementary profession.

Have the conveniences Blizzard has developed for today's crafters meant the death of the salesman?

Most WoW players would agree that convenience and self-service is the way of today's game. But for one stubborn tradesman on Sentinels (US), life as an Azerothian salesman is anything but obsolete. Daen, a dedicated craftsman and proprietor of Daen's Crafting Emporium, single-handedly maintains what may be one of World of Warcraft's last remaining bastions of personal craftsmanship and trade skill service -- with a twist. This proprietor not only aims to provide personal service, but he does it at no charge, with the insistence that customers devote sweat equity to their mutual creations as well.

Read more →

Filed under: Economy, Interviews, 15 Minutes of Fame

Love is in the Air customer support policy

Blizzard has posted a guide to what customer service and support can and cannot do for players during Love is in the Air, the WoW in-game holiday that runs between Feb. 5 through 20. As with most in-game events like this, players will be getting exclusive items, quests, tokens, prizes, and chances on really rare items like mounts from daily bosses. These events are designed to be rare and happen only once a year, and Blizzard stresses (again, by design) that these titles, achievements, and other event goodies need to be acquired during the holiday. Legitimate claims of items lost with logs will be restored as normal, but Blizzard wanted to make sure people knew in advance that item purchases and achievement-related issues during this limited-time event will most likely not be able to be addressed.

Putting out notices like this is definitely a nice move by the community team. Many people have complained in the past of not knowing when a new event was starting in game or that their schedules did not permit them to complete all of the necessary holiday achievements and get all of the accompanying items. For many of those, the bright line rule is that "Blizzard wants these things to be rare," so they are rare by design.

Remember: Get your holiday stuff done ASAP. This is your early notice that things will most likely not be given to you if you miss the event.

The full blue post, after the break.

Read more →

Filed under: Events, Cataclysm

The Queue: 64-butt client

Welcome back to The Queue, the daily Q&A column in which the WoW Insider team answers your questions about the World of Warcraft. Mathew McCurley (@gomatgo) will be your host for today.

Which World of Warcraft client does Mike Sacco use?

Abbadon asked:

Do you think we'll ever get any gold or auction related titles?

I've been thinking it would be cool to have the title "Auctioneer" for posting some ridiculous amount of auctions, or maybe to stop players from just posting crap, successfully selling X items via the AH.

And while it's not a lot of players, there are more and more getting gold capped... Something like "the Gold Hoarder" would be pretty cool for hitting the gold limit.


I don't believe we will ever see gold-related achievements because gold hoarding and amassing fortunes in WoW is part of a meta-game many participate in, but by no way Blizzard wants to say, "Here's another reason to artificially inflate your gold amount by purchasing gold for these rewards." There already is a title in game for what used to be a large sum of gold -- of the Shattered Sun costs 1,000 gold after achieving exalted reputation with the Shattered Sun Offensive.

Read more →

Filed under: The Queue

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

Blizzard announces automated account recovery form for hacked accounts


World of Warcraft accounts have been under siege for years, with hackers and gold-selling outlets stealing passwords, items and more to fill their coffers, selling that gold to unwitting buyers. Blizzard has fought back incessantly over the years to stem the tide of gold farming and account hacking, and as you can imagine, the scale at which this happens is very tasking on its customer support department.

Blizzard has just announced a new, speedier way to get help and answered about your hacked account, stolen items, authenticator issues and more! Now, under the new system, you will not have to email or call Blizzard to get these matters into its queue -- simply use the Account Recovery Form.

Read more →

Filed under: News items, Account Security

Blizzard customer service now has its own Twitter account

Blizzard has just announced via its Warcraft Twitter account and the forums that the Customer Support team now has its own Twitter. The full text of the forum announcement is below:

Auryk
You can now follow all Blizzard Entertainment Customer Support news and updates on Twitter. Just head over to @BlizzardCS, (http://twitter.com/BlizzardCS) for the latest Support related news, events and more. We will be providing constant updates during Tuesday's maintenance and service outages. Additionally, you will be able to view updates to our Queue Times for Game Master interactions, account investigations and escalated tickets alike.


No word if the intermittent outages of the authentication system that were recently being experienced will be reported on this new Twitter account, but I think this is a step in the right direction for further increasing the communication from Blizzard to its customer base.

Filed under: Realm Status, Blizzard, News items

Blizzard to patrol Moon Guard's Goldshire for harassment, erotic role playing

Blizzard announced via the customer support forum that it will take proactive steps to quell some of the unsavory behavior on Moon Guard (US), a server notable for its infamous Goldshire inn naughty shenanigans. After a father posted about canceling his son's account because of the general and trade chats on the Moon Guard server, Blizzard customer service responded in definitive terms -- Moon Guard's Goldshire will be actively "patrolled" by customer service team members.

Check out the full Blizzard response after the break.

Read more →

Filed under: News items, Account Security

Blizzard Twitter contest winners still await prizes [Updated]

Followers of the official Warcraft Twitter will recall that Blizzard ran a contest some months back using the #Battlecry hashtag, encouraging players to tweet a message for either the Alliance or the Horde depending on the background of their Twitter page. It was a pretty cool promotion and was a great social media activity for fans, who proudly showed their World of Warcraft allegiances throughout the contest period.

An interesting post came up on Pixelated Geek the other day, however, wondering about the results of that contest and if Blizzard had ever gotten around to giving prizes to winners. Or if they'd ever gotten around to contacting the winners at all. The writer notes that he himself was a winner, having received a tweet from @Warcraft requesting for further details, an e-mail he promptly responded to. He then notes sending several more e-mails to the noted address as well as to customer service but has not yet gotten a single reply to date, nearly two and a half months after the contest ended on August 24.

The author also notes several other Twitter users who were asking the same question -- as it turns out, more than a few #Battlecry winners also hadn't received prizes nor responses from Blizzard. One follower asked, "any news for the winners of #battlecry? I haven't heard or received anything yet," while another mused, "Wondering when I will receive my prize from the #Battlecry contest." Still another asked, "has anyone got their Battlecry prize yet? I haven't received anything" just last November 6. One WoW.com reader even wrote us at the end of October confirming the same thing, that he had won but had not received any word from Blizzard, much less a prize.

Update: We have received word from one of the winners that Blizzard sent them an email confirming their prize will be sent soon.

Read more →

Filed under: Odds and ends, Blizzard, Contests

Breakfast Topic: Will work for Blizz


I've often thought I'd do just about anything to work at Blizzard. I mean, with offices that look like this, working on one of your favorite games - who wouldn't? But then I think about my many years spent in the trenches as both rep and management at various IT/Internet jobs, and I'm no longer sure that I'd do anything to work there. You see, the one group I don't envy are those on the front lines of customer service. Much like the story from Thursday in which we learned about a rep having to deal with a kid and his suicide threat when he ostensibly didn't get what he wanted, CSRs, GMs and CMs deal with very frustrating situations every day.

But there again, it is Blizzard, and I'd be lying if I said most people I know wouldn't give their [insert requisite body part] to work there, just to experience the culture and be part of the company that makes some truly awesome games. The sheer coolness of the company and a lot of their outward facing policies seems like being part of that team would more than make up for any abuse you might get as a trade-off. How about you? Would you be willing to step onto the front lines, taking every nasty, mean comment you're dealt with a smile - or carefully constructed snark? Would you be willing to work at Blizzard on the front lines? Or is that a bit too much of a figurative bulls-eye than you'd want painted on yourself?

Filed under: Analysis / Opinion, Breakfast Topics

Activision-Blizzard September results reveals box sales paradigm

Activision-Blizzard released September quarter results yesterday. Most of the document is pretty dry and won't mean much to the majority of their devoted fans. They reaffirm the 11 million subscriber base of World of Warcraft and remind us that Guitar Hero's doing pretty well. Yeah, and they have an expansion coming up.

There is an interesting gem, however, to be found in their discussion of Wrath box sales:

"Revenues related to the sale of World of Warcraft boxed software, including the sale of expansion packs and other ancillary revenues will continue to be deferred and recognized ratably over the estimated customer life beginning upon activation of the software and delivery of the services."

That's a pretty packed statement. In summary, it means that the money Blizzard makes from selling the game box isn't immediately counted in their performance metrics at the time of sale. (There's no December "bump" to revenue directly from the 50ish dollars you pay for an expansion.)

Instead, they count the revenue gains throughout your customer lifetime. Doesn't sound like a big deal, does it? Let's talk about why that's such a significant notion.

Read more →

Filed under: Analysis / Opinion, Blizzard, News items

The price of a game time refund

Is it just me or has it been a long time since Blizzard passed out some free game time? Reader Jim T. emailed me about a conversation he recently had with Blizzard's customer service -- he was disappointed with the lag, the queues, and the downtime on his server lately, and checking in about how he might get a refund or credit. The customer rep told him that while they didn't give out individual credit, they occasionally do give out game-wide credit for downtime mistakes.

Which is true -- Blizzard will occasionally give out a free day to folks affected by major unexpected downtime or server issues. But while they used to do it fairly often, by my recollection, they seem much less inclined to pull the trigger on a refund lately. On the one hand, sure, Blizzard does a better job than they used to -- last Tuesday's maintenance lasted quite a while, but it wasn't anything compared to the days the servers used to be offline a few years ago. On the other hand, though, there's no question players are being affected -- by queues, by problems logging in, and by lag on the instance servers and elsewhere.

Of course, we have no idea if Blizzard has an actual rule for when they give out free gametime and when they don't -- at this point, the criteria for giving players a refund happens to be "when they feel like it." Which is all right, we guess -- it's their company, of course. But it does seem like the criteria has changed -- we used to get refunds all the time, and even with all the problems lately, Blizzard hasn't decided to give customers any game time back.

Filed under: Analysis / Opinion, Realm Status, Odds and ends, Blizzard, Bosses, Hardware

Authenticator failure revisited, Blizzard responds

We created a lot of waves with this post about Blizzard's Authenticator key allegedly failing -- as you know if you've been listening to the podcast, lots of people have emailed us with their own input on the situation, alternately thanking us for making it known that the Authenticator wasn't 100% secure, and lambasting us for being "ignorant" about how Blizzard's security token works. At the base of the story, there are two things we know are true: that someone was using the Authenticator on their account, and then was subsequently hacked. For that reason, we've stood by the "Authenticator fails" story -- while having an Authenticator on your account is a helpful line of defense, it, like all other computer security measures, isn't a 100% guarantee against getting hacked.

Most people agree on that. Where opinions differ are in how the account was hacked -- originally, we and a few other sources speculated that the Authenticator had been somehow removed from the account in question. But now Belfaire has responded (we believe to the incident in question, though a link to our story was removed from the original post), and says that as far as he can tell, the Authenticator was not removed from the account. In fact, after the password was changed back, the Authenticator's serial key was asked for and given, so the Authenticator remained attached to the account the whole time.

Of course, that just leaves the most important question: how did the account get hacked? We've heard all kinds of various insights as to how the Authenticator works (it only lasts for 60 seconds, supposedly each key can only be used once, so there's no way a keylogger could nab the Authenticator code and reuse it), but the fact remains that the person we're talking about was using the key, and still got hacked. One hack out of all the Authenticators sold so far is a terrific record, and could prove that, statistically, an Authenticator is good as 100% security. But the fact remains that this person got hacked while using the key (however it was done), and if security can be broken once, it will be broken again.

Filed under: Items, Analysis / Opinion, Blizzard, News items, Account Security

WoW Insider Show 

Subscribe via  iTunes for our latest show.

Hot Topics


 

Upcoming Events

Event Date
Hallow's End 10/18 - 11/1
Day of the Dead 11/1 - 11/3
Darkmoon Faire 11/2 - 11/9
BlizzCon 2014 11/7 - 11/8

Around Azeroth

Around Azeroth

Featured Galleries

It came from the Blog: Occupy Orgrimmar
Midsummer Flamefest 2013
Running of the Orphans 2013
World of Warcraft Tattoos
HearthStone Sample Cards
HearthStone Concept Art
Yaks
It came from the Blog: Lunar Lunacy 2013
Art of Blizzard Gallery Opening

 

Categories