You know, generally we only hear stories of the rotten customer service experience. Having worked in customer service I know that road travels both ways. Sometimes the customer is the butthead and the agent really does all they can to help and gets heaps and heaps of undeserved abuse. So I thought I would share my recent experience with Blizzard Customer Service.
I decided to re-race a character. Simple process really. Go pay the fee, choose the character, log in and find the magic button that actually performs the action next to the character on the login screen. Piece of cake!
So I go in, pay my fee, choose my character, finalize and off I go to log in!
TO FIND THAT THE MAGIC “CHANGE ME” BUTTON IS NEXT TO ITHRENE!!! NOOOOOOO!!! Dun wanna change the dwarf!
Think Nau! Don’t touch anything! Ooo! There’s an 800 number. Quick, its still early! CALL!
So I dial up the number and there is a 45 minute wait just to talk to someone. /sigh. So I put the phone on speaker, and putter around with other things and chat. During this time my poor little brain overworks itself almost to a frenzy. What if they won’t let me fix it? What if they CAN’T fix it? I’ve just wasted my chance to re-race that character! Oh noes!!!!
So I wait and wait and wait and chew on my nails and fuss and whine at my friends and wait some more.
FINALLY a customer service agent comes on the phone. I will call him T.
So by this point I am completely whiny and scared that something is going to happen to Ith and not to the one I intended and I immediately start babbling my tale of woe to T. It seems T is used to fussy gamers babbling and crying and whining at him because he quickly understood what the blazes I was saying, found the issue, and said “I can help you with that.”
Really?
So he starts explaining what he can do to fix it. Because I wisely did not touch that magic button AT ALL mind you! Because once you touch that magic button, game over! Now honestly, I don’t remember all of what was said, I was happily babbling at him in giddy relief now, telling him all about the new gnome (more on that later). But it involved refunding the transaction and clearing it off the account. And something about he needed to get some sort of approval and this and that. I pretty much figured it was going to be a couple days until everything was done and I could complete the intended process.
So I asked him about it. You know what he said? “You’ve been so nice and waited on hold a whole hour, I sure would like to be able to help you out tonight. Let me see what I can do to get this all finished for you.”
AND… to make a long story short (too late)… he did. Everything was resolved in probably about 20 minutes, I was able to go back and re-do the transaction and get the change done and even play my new gnome for a while before bed.
All of that thanks to T. He worked so hard, was so polite and friendly and did such an incredibly awesome job.
Thanks T. You really deserve a raise.
<3 Nau