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Posts with tag support

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.

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Filed under: Events, Cataclysm

Blood Sport: Finding your PVP playstyle in arena, part 2

Want to crush your enemies, see them driven before you and hear the lamentation of their women? C. Christian Moore, multiple rank 1 Gladiator, examines the latest arena strategy, trends, compositions and more in Blood Sport.

We talked last week about finding your PVP playstyle in an attempt to find better partners. People with the same view on how an arena battle should be won usually find themselves doing much better than otherwise. The strategy doesn't have to be necessarily the best strategy or tactics used, as long as everyone is on the same page. I've seen inferior strategies work wonders when everyone on the opposing team is in sync with each other.

While we went over a variety of topics, including offense vs. defense, crowd control vs. damage, and leader vs. follower mentality, I don't believe I've quite done justice to healers or overarching views on arena. So we'll be discussing this for a bit more today, then moving onto something else next week.

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Filed under: Analysis / Opinion, PvP

New Blizzard support site lets you track, edit, and update your GM tickets

Submitting a GM ticket has always been sort of an arcane process -- you're not really sure where your ticket goes, or to who, or what steps have been taken to resolve your particular issue. It's a pain! Thankfully, it's always been a long-term goal of the support department to demystify and improve the support process for players, and Blizzard has unveiled a big new step in that direction: a new support website.

What's so great about it? Well, it collects all lines of communication for support in one place and attempts to provide automated help for your request where applicable, while you wait for a representative. The biggest improvement, though, is that the site lets you track the progress of your support requests. This includes tech support emails, billing inquiries, and yes, GM tickets. You can edit your ticket while it's in the queue, track it, and even update your ticket and place it back in queue after it's been closed if you feel it wasn't addressed properly.

The full text of Blizzard's announcement is after the cut.

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Filed under: Blizzard

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

The Queue: Keeping it classy


Welcome back to The Queue, WoW.com's daily Q&A column where the WoW.com team answers your questions about the World of Warcraft. Alex Ziebart will be your host today.

We haven't kicked off The Queue with reading music in awhile, so let's change that. Once upon a time I posted some Rhett and Link for you, an internet-based musical comedy duo, and people seemed to enjoy it. So here's more! Behold, the T-Shirt War. T-Shirt War was actually my second choice behind the far more hilarious Butt Drugs, but perhaps Butt Drugs aren't as safe for work. Still, funny stuff. Butt Drugs.

The Queue is actually a bit short today, since a majority of the questions we've been receiving require rolling bones and gazing into a crystal ball to answer. If you have a non-Cataclysm question for us, please ask in the comments below!

busuan asked...

"Why is there almost no sound effect for a warrior's shouts? In Diablo II, the similar shouts come with awesome sound effects. But in WoW, warrior shouts merely generate a visual cue. If Blizzard though effect were annoying to other people, they could have restricted the effects as self-only."

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Filed under: The Queue

Official WoW EU sites covers upcoming player-run events

I don't think this page is necessarily new, but I haven't seen it before, and I think it's a great idea. Over on the official WoW Europe site, they've started tracking player-run and community events on their Community Events page. Slorkuz is even posting on the forums when specific community events are coming up, including their latest, an in-game beauty contest called "Miss Undercity" happening on the EU Darkmoon Faire realm this weekend. I think that's great -- these are completely unofficial player-run events, but Blizzard is still helping spread the word about them on an official page.

In fact, I wish they had something like that on the US page -- if there is one in there, I don't see it linked in the "Community" section as it should be. As an example (and a reminder), Sleeper Cartel is hosting that Dead Man's Party this coming Saturday evening on Perenolde. It would be great for Blizzard to give a little extra official punch (and maybe even some pie) to these player-planned parties.

Filed under: Analysis / Opinion, Events, Fan stuff, Virtual selves, Odds and ends, Blizzard

Issues with Mobile Authenticator get it pulled from the App Store


Blizzard's mobile authenticator updated recently, and as soon as it did, we started getting tips on the tipline saying there was a major issue. Apparently the update reset the code associated with your authenticator, which meant that if you applied the authenticator update (and had the authenticator connected to your account), there was no way to actually get a code to login to your account. In short, if you apply the mobile authenticator update, you won't be able to log in to your account until you take the authenticator off completely (I'd assume you can then reinstall and reuse the authenticator, though people will probably be a little more trigger-shy about that one). There are instructions for how to do all of this over on the forums.

Of course it's a major issue, and in response, Blizzard has acknowledged the problem and apparently pulled the Authenticator from the App Store. So if (like me) you haven't updated yet, you won't need to worry about it, and hopefully the next version will fix the issue. But yes, if you have updated, you'll need to go through the steps above to remove the app from your iPhone and account, or just call Blizzard customer service at 1-949-955-1382 and they should be able to help you with the issue.

Update: So far we've only heard about problems with the iPhone version, and of course the issue is when you go from the old to the new version. If you use another phone, or have only used the new version, you shouldn't have any issues.

Filed under: Odds and ends, Blizzard, Hardware, Account Security

Blizzard working to fix graphics issues on Macs

Reader Catsby sent along news of an issue that's apparently plaguing Mac users. Blizzard has confirmed that people using Macs with Nvidia 7300GT and 7600GT graphics cards in them (you can see what you've got by going to the Apple, "About this Mac," and then hitting more info) are having issues with framerates, especially around water and during boss fights (which is exactly when you want the graphics to mess up, right?)

Unfortunately, there's no fix yet -- Blizzard says the issue is known and reproducible, and they're working to put a fix in "the next patch" (originally they say it'll be in a PTR patch 3.2.2 build, but a hint at the end of the thread suggests we may see it even sooner than that). So if your Mac has one of those graphics cards installed and you're having this issue, just sit tight -- Blizzard is working as fast as they can to get a fix out to you.

Filed under: Patches, Bugs, Blizzard, Hardware

Tech support open today

In the aftermath of one of the biggest patches WoW has ever seen, many realms are still experiencing some technical issues. Talents and items are going missing, world and instance servers are down, and I've heard at least one report of trash mobs in Naxxramas suddenly breaking out in song.

Okay, I might have made that one up. The point still stands: problems exist in the realms right now. Blizzard knows this too, and they've decided to keep their technical support department open today until 7 PM Pacific time (10 PM Eastern). Usually they're only open on weekdays. Support will be available over the phone, through email, and in the tech support forums, as usual. Eyonix has posted a list of the methods to contact tech support, so check it out if you're having problems.

Filed under: Bugs

Official Battle.net connection issues support page

There have been a lot of login server related issues lately with Battle.net accounts, and from all indication they don't all seem to be for the same reasons. Tom may not have the same issue as Sally who isn't necessarily getting the same error message as Jimbo. As much as the problems are annoying me, the more widespread problems tend to clear up pretty quickly. Usually. For some of the odd, lingering issues you may run into, Blizzard's Support page has added a section for Battle.net connection issues within World of Warcraft with some common solutions. Note that these won't necessarily fix every issue that crops up with the login servers, but it should solve some of them!

The most common solution that seems to work out for people is the suggested edit to the realmlist.wtf file, using something like Notepad. Look for the Data folder within your World of Warcraft folder, open it up, then open Realmlist.wtf with a simple text editor. Check to be sure all four of these lines are contained within:

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Filed under: Analysis / Opinion, Realm Status, Blizzard, Account Security

Arena tourneys need more Blizzard support?

Here's an interesting post on GotGame that sounds different from almost everything we've heard about professional Arena tourneys and Blizzard so far. Whenever we've talked to anyone involved with Arena tournaments, they've always told us Blizzard is very supportive of the events. But this post alleges otherwise -- they say that Blizzard is falling short of professional Arena support.

There are two main complaints: first, that Blizzard doesn't supply any onsite Arena servers. We know this is true -- Blizzard has event servers that they use for events like this, kept offsite so they don't have to set them up all the time. But GotGame claims that this causes problems -- as much as 300+ ping, which in the quick world of Arena matches, is practically unplayable. We're not sure why Blizzard doesn't allow setups on site, but that seems like a reasonable step to take if they're serious about making professional Arena big.

The second is a little tougher: this post claims that Blizzard has brought the pro Arena servers up to the Season 4 patch, but locked the gear down at Season 2. Our own Zach Yonzon says he's not sure where the Arenas are -- he doesn't believe that official Arena matches are underway after Wrath yet, and if that's true, then Blizzard may already be updating this (bringing the gear on the realms up to level 80 levels to match the talents). But either way, it's strange to hear someone say that Blizzard isn't supporting professional Arena matches correctly. You'd think that if they were as into supporting WoW as an e-sport as they say, that they'd address some of these concerns.

Filed under: Analysis / Opinion, Events, Blizzard, Contests, Wrath of the Lich King, Arena

WoW's EULA and Blizzard's OS support

Cory Doctorow posted on Boing Boing the other day about WoW's EULA being unreadable when installing the game on Linux. And obviously he's right -- Linux doesn't always have the font that Blizzard's installer uses, and so when you try to run it on Linux, you get gibberish, at least during installation. But there's more to this story here -- running WoW on Linux is actually unsupported by Blizzard: you can do it, and it's not against the EULA or ToS (in fact, Blizzard actually worked with the WINE guys to make sure the game ran correctly), but obviously any issues you have are an "at your own risk" kind of situation. So Doctorow's pretty much out of luck (or in luck as the case may be -- it's unlikely a EULA could be enforced on an unsupported system).

And Linux isn't the only unsupported major OS out there -- Microsoft will release the beta of Windows 7, the new version of Windows, into the wild on January 10th, and Blizzard has made it clear that they won't support that, either, at least until it gets out of beta and into a release state. Of course, Microsoft has an interest in making sure old versions of Windows software work with the new OS, but if you only have one computer and absolutely need to play WoW on it, you should stay away from Windows 7 until the bugs are ironed out.

Then again, there are worse OSes to deal with.

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

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

Ezra's father thanks the WoW community for their support

The Orange County Register's Blizzard Blog has posted a message from Micah Chatterton, father of Ezra "Epheonix" Chatterton, who, as we reported yesterday, passed away earlier this week. Micah's pain is tangible, but he says that Ezra loved his life, and the greatest tribute that he or anyone else can pay to Ephoenix is by trying to love life as much as he did. He also thanks the WoW community for their outpouring of support. There's no question that we can be a little silly and raucous at times (which is what makes, as Ezra certainly knew, being around this game so much fun), but when it comes down to it, we are a community, and when one member of the community suffers, we all do.

Once again, we pay our condolences, along with all of our readers who posted comments yesterday, to Micah and his family in this time of grief. Definitely give his statement a read -- it's extremely sad to hear about the suffering that Ezra went through, but Micah is exactly right: Ezra's life and the smile he had even when facing a tragedy like this should be an example for us all.

Micah also forwarded the message along to us, so we've posted it in full after the break.

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Filed under: Fan stuff, Virtual selves

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