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Posts with tag customer-support

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.

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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 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.

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Filed under: Odds and ends, Blizzard, Contests

Another blow in the keylogging experience


Thank you all for the encouragement I received in response to my recent keylogging experience. As a whole the experience was just dreadful. As I mentioned on last week's WoW Insider Show podcast, I am still afraid every time I log in that I will get the "The information you have entered is not valid" error. For the most part things have settled down, but the fear remains.

The worst part of the keylogging episode was that my Shaman was transferred from a PvP to PvE server. After about a week in limbo my beloved Tauren was returned to her proper place. I was extremely relieved. Unfortunately that's the only thing on my account that Blizzard was kind enough to restore. They refused to return any of my gear or gold and did nothing about the items ninjaed from the guild bank. I appealed their decision with several emails. Those appeals were ubiquitously denied despite logical arguments and heart-filled plights. I thought it was all over, for better or for worse.

I got more bad news in my email box the other day:

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Filed under: Odds and ends, Blizzard, Forums

Blizzard setting up shop in Ireland

Blizzard is apparently setting up a fourth support center, this one in Cork, Ireland. Currently, they've got bases in Southern California (where the main company and developers are located), Austin, Texas and Paris, France. But now an Irish newswire is saying that Blizzard plans to have another center in Cork, where they'll hire 100 people total over the next three years to support the European realms.

And Cork is apparently happy to have them-- Motorola and Bourns Electronics have recently closed up shop there, leaving IT employees looking for new jobs. Ireland is apparently a hotspot of digital content as well, or at least it wants to be. I had no idea-- Irish companies, if you're hiring and willing to fly me out there, let me know! I'd love working in the country of Guinness.

Filed under: Analysis / Opinion, Odds and ends, Blizzard, News items

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