ChaosInc Mods

Blizz & Server downtime (9/1, 9/2)

Posted Sep 02, 2009 by ChaosInc

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Ah, another fine example of a Blizz customer service tool putting their foot in their mouth.  People of course are complaining about the additional day of downtime for their servers, and the super-intelligent CSR Orlyia opens his/her/it's response with:

"While I can truly appreciate the frustration players feel if their chosen realm isn't available, that's not what is promised. I do believe part of this frustration is in the misconception there is guaranteed uptime, there isn't. Nor is access to any particular realm, character or activity guaranteed."


Just... wow.  I'm even more amazed by

I didn't post that to stir a hornet's nest folks, it's simply what every player agrees to when they sign up and make an account.

Orlyia is actually shocked that people are upset by this response?  Just plain brilliant.  As I responded (and subsequently flamed, as expected), I'm just amazed at the upfront "just pay us and shut up" attitude.  Good game or not, I don't appreciate being told that my money spent is basically charity and Blizz isn't obligated to provide anything for said money.

I don't see this CSR lasting much longer, as every post to date on the subject has been callous and borderline rude, with pathetic attempts to cover it later on by shoving that foot down even deeper.

18 days and counting til my account expires.... glad I won't be feeding the cash cow anymore.

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  • DonDanHan said 
    Fri, Sep 18 2009 9:58 AM ()

    So you create a blog here to whine about it? Pretty silly IMO.

    Yes, they'll have down-times. No, they didn't guarantee that you'd be able to play at any time you choose. No, there's nothing the CM's can do about it. Yes, that's true no matter how upset you are.

    Add to that the fact that the servers were down at the times you mention in order to fix the "instance" issues that have been a real problem for players, and your complaint seems even more pointless.

    Your mis-characterizations of Orlyia just make you look like a petulant child. I'm not one to blindly support the Blue posters, in fact I've received a forum "vacation" for criticizing them before, but I've never seen Orlyia post anything that wasn't professional.

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  • tandelion said 
    Tue, Sep 8 2009 11:01 AM ()

    There is a lot I do not understand about WOW but I would think that they are advanced enough to be able to choose a more appropriate time to have downtime.  WHY NOT?

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  • ChaosInc said 
    Wed, Sep 2 2009 10:15 PM ()

    Cause I still want to play an MMO until Aion is going.  As fate would have it, my account with WoW ends the same day as the headstart begins.

    As I explained later, I've worked as a CSR.  I see this as the equivalent of hanging up on a customer complaint just so they wouldn't have to deal with it.  This and the "just because you pay doesn't mean we have to give you anything" attitude were the only real issues I had.  I could care less about the extended downtime.  Unlike most other players, I don't revolve my life around the game, it's quit the opposite.

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  • nebolith said 
    Wed, Sep 2 2009 10:35 AM ()

    I would agree with the CSR. There is nothing "he" can do personally outside of relaying the facts, and the fact is, when you support a multi-thousand server infrastructure, you need downtime. It has been like this for 4.5 years and is accepted by 99% of the subscribers.

    As far as extended downtime, sh*t happens.

    If you you are seriously counting the days until your account expires, why prolong the agony? Just quit.

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  • ChaosInc said 
    Wed, Sep 2 2009 9:02 AM ()

    Update: Thread locked while posting.  Apparently Orlyia can't handle the heat he/she/it started.  Score another winning point for failed CSRs.

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