Blizzard: Ignoring Our Customers is the Best Way to Provide Customer Service
Almost three full days after my last response to Blizzard’s latest form-letter e-mail (which I received ~8 days after my previous response), I still haven’t heard from their Account Administration team. I felt it was appropriate to forward my previous response and offer some suggestions about how Blizzard might improve their Customer Service process.
From: Me
Subject: Fwd: World of Warcraft - Account Retrieval Issue
Date: September 27, 2006 11:23:49 AM GMT+08:00
To: wowaccountadmin@blizzard.comDear Blizzard,
It has been almost exactly three days, and I have yet to receive a reply to my response to your form letter regarding the Account Retrieval process. Please escalate this issue to someone at Blizzard who has the time and ability to assist me in its resolution.
Please either reinstate my account or forward contact information of a Blizzard Representative to me so that I can send them a reimbursement agreement, which would enable me to complete the steps outlined in Blizzard’s Account Retrieval process.
Also, please provide me with non-ambiguous information as to why Blizzard feels that my account “may have been compromised.” I have explained numerous times that my account *has not* been compromised, and would like to ensure that once this issue is resolved that my account is not put in jeopardy by otherwise seemingly benign actions like logging in to play World of Warcraft while I’m on business travel.
I feel that the response times to my queries/replies have been woefully slow (typically between three and eight days), and Blizzard is giving me the impression that it really doesn’t care about its customers. Further, I have the impression that my responses aren’t actually being read, which connotes not only that Blizzard doesn’t seem to care about providing Customer Service, but that it actually treats its customers with disdain. I’d like to point out that these impressions could be adequately addressed by minimizing Blizzard’s response times and by responding with meaningful, non-form-letter replies.
It’s unfortunate that your Account Admin team is either too busy dealing with Account Retrieval issues or the like, or is too understaffed, to be able to read customer’s e-mails and respond appropriately. It would likely be a big win, in terms of Customer Service, for Blizzard to hire additional Account Administrators.
I have forwarded my unanswered reply, and am eagerly waiting to hear from someone at Blizzard who is able and willing to read my replies, and who is able and willing to act appropriately.
Regards,
- Dan
Previous posts regarding this issue (in chronological order):
3 Comments »
Ello buddy,
You are not alone on this one!
My account was compromised from the Key-Logger going around sites at the moment. Someone logged in, vendored all my items on both 60’s and bank alts. Sent all the gold (must have been 1k+) to their char, but left the password in tact. On emailing blizzard I provided everything they required, CD Key, name, Address and postcode of when my account was created, Secret Question and Answer. On doing this, within 2 hours i received a response saying ‘You information has been logged and your request is in a queue’. However, MANY MANY days later and still no response, and yes, i have had 2 emails earlier about my account re-activation issue, and both replies were the same!! WORD FOR WORD!
I was shocked and appalled, and I contacted a friend who is logging all names of compromised accounts, recording the resolution time, and turning it into a petition which he is sending off to Blizzard for reasons as to why theyre so slow. For a multi million pound worldwide business, they sure as hell have no idea on how to look after their customers. And with a resolution time of over 2 weeks for the majority of account retrieval issues, thats half a months subscription down the drain.
At worst I know someone who didnt have their account for near 2 months, but paid for the 2 months without play. On requesting reasons as to why he hasnt had any free game time or a refund, he was simply ignored.
I hope you sort your problem out, as i am still sitting pretty waiting for my email response saying all’s well. If they tell me something is amiss i will be livid!
Regards
Theo
Similar situation to Dan.
Flying around Asia on holidays and playing Wow in Bangkok and Hong Kong when I was suddenly hit with a 72 hour suspension.
Here is an excerpt of the email:
* * * NOTICE OF FINAL WARNING * * *
It has recently been brought to our attention that the World of Warcraft account you are using may have been accessed by a third party (for example, a sibling, friend and/or leveling service) for the purpose of advancing characters on the account (for example, gaining levels, honor, and/or wealth.) For security and privacy reasons, the account password has been reset to the registered email address of the account and received the following action:
Account Name:
Account Action: 72 Hour Suspension and Final Warning
Offense: Unauthorized Account Access Policy Violation - Account Sharing
This category applies to players who have:
· Willingly shared their account information with others
· Allowed others to access their account
Details: After a thorough investigation, we have found that the registered user of the account has shared account login information and allowed others to access the account.
—————————-
Needless to say I have not given my password to ANYONE and I have sent a details series of emails to Blizzard with my past, current and future holiday itinery so they don’t go and suspend me again. It was suspended only today, 20th Dec 2006, but I want action ASAP.
Based on link I have found on the web I do not think I will be getting any reponse soon. If this takes too long I think I’ll give up my brand new Lv 60 Paladin and get my life back. I’ll also have to cancel my TBC collectors edition preorder but I don’t think Blizzard cares.
It’s is very distressing to experience this as I was enjoying my holiday and WOWing over the last 2 weeks and now I have nothing.
Regards
Daniel
You guys are not alone. When u’re asked for a notarization. The account it done. Just drop their fucking game, they think they’re god. think we would pay everything to play their game. I say Hellgate:London will come soon, let’s all quit wow, make blizzard a histroy. Check hellgate’s CG, it’s stunning.