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Blizzard: Worst. Tech Support. Ever.Follow
I managed to download and install the beta perfectly fine. Silly me, I deleted it. Shouldn't be a problem though, since I BOUGHT THE GODDAMN GAME. And yet, after waiting for FOUR GODDAMN CDs to install, I get booted because it can't install some little file. I'm not running this on a junky PC...I've got a modern CD drive, over a 1GB of RAM, and well over 30GB of free HD space. There's no ******* excuse for this. So I tried calling their tech support line...I can't even get through to them. I even called Customer Support, but I got disconnected in the middle of listening to a ******* recording. A RECORDING! Their phone lines can't even keep me connected to listen to their ANSWERING MACHINE. I thought Square-Enix had some ****** tech support, but at least they could answer their e-mails quickly, and had a tech support line that actually, you know, PICKED UP THE GODDAMN PHONE.
you know its the day of release you stupid monkey.
I'd count how many @#$% there were, but i dont have that many fingers.
EricGraham wrote:
you know its the day of release you stupid monkey.
And any professional company would have been properly prepared for it.
Edited, Tue Nov 23 19:11:55 2004 by Asako
7 posts
Hmm. I guess the only thing I can say is... go play Mario Brothers dude. You need to chill out a bit. These people have probably worked their fingers to the bone getting this ready for release. Of course there are still going to be some bugs. Blizzard is not the problem, the problem obviously lies within your computer somewhere. I do not care what kind of super computer you have. I do not have that great of a computer but it seems to work just fine on mine. Have a nice day. Oh, and do one thing for me. Tell Luigi I said hello. =+)
I work in a call centre - in fact I'm working in a call centre right now. I work for a very large, very professional corporation (I can't tell you the specifics, but it dwarfs Blizzard).
Anyway - while we don't have "release days," we do regularly have new promotions that go on, and on specific days, we experience spikes in call volume to 10-30x our regular volume.
Now - this call centre has 70 seats, and we have two sister call centres with 30 and 60 seats. We have temps who come in and fill in so that we are operating at full capacity on these days...
Let me explain what happens -
Our normal call volume is 10,000 to 15,000 calls / day. On one of those big days, we get up to 100,000 calls. Our phone switch system is able to manage more than 300 calls at once. Unfortunately, that is not enough. Some people get busy signals, others get through and join the queue.
From reports I've heard from customers, the queue is screwed up - people get cut off, forwarded to the wrong place, etc. The truth is that we're pushing a very powerful system past it's limits. Of course, I'm on the phone non-stop all day, trying to push through calls as quickly as possible - and it doesn't help when people take an extra minute to ***** about how long they've had to wait. All I say is "I know. I do apologize, but it's the busiest day of the year for us and we're doing our best." Most people understand.
Now - I know it's not ideal. But you know what? In neither the case of my company nor Blizzard would the customers rather pay more. I'm certain that Blizzard has an ample tech support system in place, but NO company, regardless of how "professional" will ever be pleasant to call on their busiest day.
Just ask how many people wouldn't mind paying an extra $1 per month so that Blizzard could add an extra 100 lines to their call centre that is already equipped very well for anything except the very craziest days (I.e. today).
Sorry man - I do feel for you - but you just have to understand how it is. You can't blame Blizzard for it.
Scholar
46 posts
An answering machine is hardly the worst tech support ever. Microsoft has been known to actively ***** over their customers through tech support. If you still have the beta installer (and didn't delete the installer when you uninstalled the beta, which was a pure waste of time) you can install the game that way, and it'll work just fine. It's the same program, so it'll work just like an install off the disks.
Just wondering, do you get an error message when you crash?
Just wondering, do you get an error message when you crash?
try copying the cd on to your hard drive and install em from there if that doesnt work your cds might be hooped.
I installed the CDs on my pc and the DVD on my Powerbook simultaneously and had NO problems. I, too, had to uninstall my OB download and then install my bought copy. I don't know why you're haing problems, but when I was having problems during the OB I found their customer service to be very professional and helpful.
Scholar
22 posts
Actually I had the same problem as the OP in terms of install error due to a single patch file out of like 11k...anyways i uninstalled, and re-installed....this time disk2 gave me an error saying problem with my disk drive (2 weeks old..) tried third time...told myself if anything...Im storming wal-mart and do some unsavory things...error in disk 4 this time but when i clicked off error msg, install continued its thing...the patches uploaded np....go figure...total time spent about 1.5 hrs...getting in on ilian with no queue...priceless
Scholar
40 posts
I had a similar problem with a different game I had bought. 1 File could not be read/copied. Turned out there was a tiny small smudge or piece of lint on the CD that was causing the problem. I really doubted that that was the problem, but it worked fine after I cleaned it off.
Raiid wrote:
Hmm. I guess the only thing I can say is... go play Mario Brothers dude. You need to chill out a bit. These people have probably worked their fingers to the bone getting this ready for release. Of course there are still going to be some bugs. Blizzard is not the problem, the problem obviously lies within your computer somewhere. I do not care what kind of super computer you have. I do not have that great of a computer but it seems to work just fine on mine. Have a nice day. Oh, and do one thing for me. Tell Luigi I said hello. =+)
A nice gesture, but you are actually 100% wrong. After exchanging the discs, the game installed perfectly fine. There was nothing wrong with my computer. The 4th CD was merely defective. Sometimes the company is to blame, you know.
In any case, it's kind of a moot point. The install went through, and since Gamestop didn't have any more copies, they refunded my money and I bought it from CompUSA, who offer a $10 mail-in rebate. :)
Arrlaari wrote:
An answering machine is hardly the worst tech support ever. Microsoft has been known to actively ***** over their customers through tech support. If you still have the beta installer (and didn't delete the installer when you uninstalled the beta, which was a pure waste of time) you can install the game that way, and it'll work just fine. It's the same program, so it'll work just like an install off the disks.
Just wondering, do you get an error message when you crash?
Just wondering, do you get an error message when you crash?
I got an error message...and actually, I wasn't complaining about there being an answering machine. My complaint was that the answering machine disconnected the call while I was still waiting for it to finish it's introduction. Seriously, their call center must have been swamped. I had to call like a dozen times before it would even ring.
Scholar
47 posts
Quote:
I work in a call centre - in fact I'm working in a call centre right now. I work for a very large, very professional corporation (I can't tell you the specifics, but it dwarfs Blizzard).
Convergys?
Oh gah... I hope not, just for your sake.
I'd just like to echo Kingjord's excellent post. I managed a call center for a medium-sized theatre company. For eleven months and 3 weeks every year, my staff and telephone system was perfectly capable of handling our call demand. One of our goals was to answer every phone call within 30 seconds. For 51 weeks of the year, this was an attainable goal. It took careful management of my staffing resources, but it worked.
One week, though, was hell. Every year. We knew it was coming. We'd prepare. But to be able to keep our standards for that one week would have meant expanding our call center size, purchasing 2 times the equipment, and hiring 2 times the staff.
Expanding the workspace? Could have been done. It wouldn't even have been that costly; we could have displaced some of the other offices for a week. The equipment? It would be darned expensive, almost a deal breaker, but maybe -- just maybe -- worth it if we could squeeze five or six years out of those computers. The fatal flaw? If you want to maintain any standard of customer service, you can't hire people to work in your call center for one week every year.
One week, though, was hell. Every year. We knew it was coming. We'd prepare. But to be able to keep our standards for that one week would have meant expanding our call center size, purchasing 2 times the equipment, and hiring 2 times the staff.
Expanding the workspace? Could have been done. It wouldn't even have been that costly; we could have displaced some of the other offices for a week. The equipment? It would be darned expensive, almost a deal breaker, but maybe -- just maybe -- worth it if we could squeeze five or six years out of those computers. The fatal flaw? If you want to maintain any standard of customer service, you can't hire people to work in your call center for one week every year.
17 posts
Comp USA has a habit of not paying their rebates.......
Typically the first step in a situation like that, is to copy all install files to your computer, sometimes it is a hard drive -> cd-rom connecton issue. But yeah, stop whining so hard, it is release day.
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