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Revision as of 19:01, February 14, 2014
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== Web Chat and Phone Number Availability ==
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== Support Availability ==
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In January 2013, [[Blizz]]ard introduced live in-browser web chat as a support channel, and changed how the [[Battle.net Support]] website makes contact channels available to players. Depending on the player's selections, the support site offers the option to either file a ticket, use web chat, or call a phone number. As part of this change, Blizzard no longer lists phone numbers for support widely on the site.<ref name="chatandphone">{{ref web|work=Blizzard Support Blog (US)|url=https://us.battle.net/support/en/blog/8352035|title=Try Live Web Chat to Contact a Game Master|author={{blizz}}|date=11-Jan-2013 6:00 PM PST}}</ref>
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Players seeking support from Blizzard must go through the Battle.net support site, which contains a search function, support articles, and the option to get help from Blizzard support. Depending on the player's selection, and the time of day, the site may offer the option to enter a web ticket, request live web chat, or schedule a callback from a representative. Blizzard does not offer any phone numbers or email addresses for support.
== In World of Warcraft ==
== In World of Warcraft ==
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== Blizzard Support ==
== Blizzard Support ==
{{Blizz Official|size=40px}}
{{Blizz Official|size=40px}}
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Sometimes, support can refer to [[Blizz]]ard's Billing, Customer, Game or Technical Support accessible by phone, e-mail, web, or in-game.
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The term "support" typically refers to [[Blizz]]ard's Game Masters, technical support, and account support staff.
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Blizzard has recently updated their general support site for tracking support tickets (requires login):
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Blizzard's support center on the Battle.net website allows players to login and track support tickets and responses from representatives:
* http://us.battle.net/support/
* http://us.battle.net/support/
* http://eu.battle.net/support/
* http://eu.battle.net/support/
=== World of Warcraft ===
=== World of Warcraft ===
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==== In-game ====
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==== In-Game Knowledgebase ====
{{main|Customer Support window}}
{{main|Customer Support window}}
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===== In Patch 5.3 =====
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Since Patch 5.3, players have been able to use the in-game support browser to search and browse the Battle.net support knowledge base for World of Warcraft. Players can also file tickets and request web chat or callbacks the same as on the website.<ref name="officialInGameSupportTools">{{ref web|work=Official World of Warcraft Community site (EU)|url=http://eu.battle.net/wow/en/blog/7988053/In-game_Browser_and_Support_Tools_in_53-10_04_2013|title=In-game Browser and Support Tools in 5.3|author=[[Blizzard Entertainment]]|date=10 Apr 2013 14:25 BST}}<br/> {{ref web|work=Official World of Warcraft Community site (EU)|url=http://us.battle.net/wow/en/blog/9445382/In-game_Support_Site_Access_and_Tools_in_53-4_9_2013|title=In-game Support Site Access and Tools in 5.3|author=[[Blizzard Entertainment]]|date=9-Apr-2013 2:51 PM PDT}}</ref>
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Starting with [[Patch 5.3]], players are able to access the support knowledge base in the game.<ref name="officialInGameSupportTools">{{ref web|work=Official World of Warcraft Community site (EU)|url=http://eu.battle.net/wow/en/blog/7988053/In-game_Browser_and_Support_Tools_in_53-10_04_2013|title=In-game Browser and Support Tools in 5.3|author=[[Blizzard Entertainment]]|date=10 Apr 2013 14:25 BST}}<br/> {{ref web|work=Official World of Warcraft Community site (EU)|url=http://us.battle.net/wow/en/blog/9445382/In-game_Support_Site_Access_and_Tools_in_53-4_9_2013|title=In-game Support Site Access and Tools in 5.3|author=[[Blizzard Entertainment]]|date=9-Apr-2013 2:51 PM PDT}}</ref>
==== Web site ====
==== Web site ====
The following {{wow-inline}} issues may be handled via Blizzard's Support web site:
The following {{wow-inline}} issues may be handled via Blizzard's Support web site:
;[[Support#World_of_Warcraft_support|Technical Support]]
;[[Support#World_of_Warcraft_support|Technical Support]]
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* Blizzard Downloader, Connection Issues
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* Installation and Patching Issues
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* Crashes, Errors, Lockups, Video and Sound Issues
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* Connection Issues
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* Installation Issues
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* Crashes, Errors, Lockups
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* Video and Sound Issues
;[[Support#World_of_Warcraft_support|In-Game Support]]
;[[Support#World_of_Warcraft_support|In-Game Support]]
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* Character Problems
* In-Game General Questions
* In-Game General Questions
* Bugs and Environmental Issues
* Bugs and Environmental Issues
* Quest Issues
* Quest Issues
* Player Disputes
* Player Disputes
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* Character Problems
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;[[Support#World_of_Warcraft_support|Billing & Account Services]]
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;[[Support#World_of_Warcraft_support|Account Support]]
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* Getting Started / Account Setup
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* Account Creation and Maintenance
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* Authentication Keys
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* Billing and Payment Information
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* Account Maintenance & Information
* Password/Account Recovery
* Password/Account Recovery
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;[[Support#World_of_Warcraft_support|Account Administration]]
* Account Action and Closure Disputes
* Account Action and Closure Disputes
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* Unauthorized Character Transfer Assistance
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* Billing and Payment Information
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* Disabled Account Retrieval
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* Purchasing Game Licenses and Value-Added Services
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* Orders with the Blizzard Store
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== Criticism ==
== Criticism ==
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Over the years, Blizzard has made it increasingly difficult to get in-person support over the phone. While in most cases this should not be a huge issue, since after all ''[[World of Warcraft]]'' is an online game, if you run into a situation where your account gets hacked while you have lost your internet connection, you pretty much have to find an internet café or internet connected library computer to get support from Blizzard as of 2014, since they have almost completely eliminated direct phone support.
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Over the years, Blizzard has changed the contact channels available to players, including the removal of email support and direct phone numbers. Some players have reacted negatively to these changes, feeling that it is becoming more difficult to get assistance, particularly with live issues such as account compromise.
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When the callback system replaced traditional phone support in January 2014, Blizzard explained that the new system eliminates time spent on hold and allows the site/representative to quickly collect useful details about the case.<ref name="CustomerSupportCallback">{{ref web|work=Official World of Warcraft Community site (NA)|url=http://us.battle.net/wow/en/blog/12352233/blizzard-customer-support-callback-1-10-2014|title=Blizzard Customer Support Callback|author=[[Blizzard Entertainment]]|date=10 Jan 2014}}<br/></ref>
== References ==
== References ==