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== Web Chat and Phone Number Availability ==
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== Support Availability ==
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>
+
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}}
Sometimes, support can refer to [[Blizz]]ard's Billing, Customer, Game or Technical Support accessible by phone, e-mail, web, or in-game.
+
The term "support" typically refers to [[Blizz]]ard's Game Masters, technical support, and account support staff.
   
Blizzard has recently updated their general support site for tracking support tickets (requires login):
+
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 ===
==== In-game ====
+
==== In-Game Knowledgebase ====
 
{{main|Customer Support window}}
 
{{main|Customer Support window}}
  +
  +
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/>&nbsp; &nbsp;{{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]]
* Blizzard Downloader, Connection Issues
+
* Installation and Patching Issues
* Crashes, Errors, Lockups, Video and Sound Issues
+
* Connection Issues
* Installation Issues
+
* Crashes, Errors, Lockups
  +
* Video and Sound Issues
   
 
;[[Support#World_of_Warcraft_support|In-Game Support]]
 
;[[Support#World_of_Warcraft_support|In-Game Support]]
  +
* 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
* Character Problems
 
   
;[[Support#World_of_Warcraft_support|Billing &amp; Account Services]]
+
;[[Support#World_of_Warcraft_support|Account Support]]
* Getting Started / Account Setup
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* Account Creation and Maintenance
* Authentication Keys
 
* Billing and Payment Information
 
* Account Maintenance & Information
 
 
* Password/Account Recovery
 
* Password/Account Recovery
 
;[[Support#World_of_Warcraft_support|Account Administration]]
 
 
* Account Action and Closure Disputes
 
* Account Action and Closure Disputes
* Unauthorized Character Transfer Assistance
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* Billing and Payment Information
* Disabled Account Retrieval
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* Purchasing Game Licenses and Value-Added Services
  +
* Orders with the Blizzard Store
  +
  +
  +
== Criticism ==
  +
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.
  +
  +
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 ==
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* [[Battle.net Item Restoration]]
 
* [[Battle.net Item Restoration]]
 
* [[Billing support]]
 
* [[Billing support]]
  +
* [[Character Services]]
  +
* [[Guild Services]]
 
* [[Help request]]
 
* [[Help request]]
 
* [[Technical support]]
 
* [[Technical support]]
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;News
 
;News
  +
{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/blog/12352233/blizzard-customer-support-callback-1-10-2014|desc=Blizzard Customer Support Callback|bydate=[[Blizzard Entertainment]], 1/10/2014}}
  +
{{elink|type=wowinsider|link=http://wow.joystiq.com/2014/01/09/blizzard-support-callback-dont-call-us-well-call-you/|desc=Blizzard Support Callback: Don't call us, we'll call you|bydate=by {{wowinsider|Elizabeth Harper}} Jan 9th 2014 7:00PM}}
 
{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/forum/topic/6147944780#1|desc=Blizzard Customer Support Now on Facebook|bydate=by {{blizz}} [[Brennvin]], 7/19/12 3:48 PM}}
 
{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/forum/topic/6147944780#1|desc=Blizzard Customer Support Now on Facebook|bydate=by {{blizz}} [[Brennvin]], 7/19/12 3:48 PM}}
 
{{elink|type=wowinsider|link=http://wow.joystiq.com/2012/05/03/4-best-blizzard-customer-support-videos/|desc=4 best Blizzard customer support videos|bydate=by {{wowinsider|Michael Gray}} May 3rd 2012 at 5:00PM}}
 
{{elink|type=wowinsider|link=http://wow.joystiq.com/2012/05/03/4-best-blizzard-customer-support-videos/|desc=4 best Blizzard customer support videos|bydate=by {{wowinsider|Michael Gray}} May 3rd 2012 at 5:00PM}}
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=== World of Warcraft support ===
 
=== World of Warcraft support ===
  +
{{Outdated-section|Many blizzard.com links are now battle.net links.}}
  +
 
;US
 
;US
{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?locale=en_US&gameId=11|desc=World of Warcraft Support (US)}}
+
{{elink|type=bnetsupportus|link=https://us.battle.net/support/en/games/wow|desc=World of Warcraft Support}}
 
:{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2316|desc=Technical Support (US)}}
 
:{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2316|desc=Technical Support (US)}}
 
:{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2317|desc=Billing &amp; Account Services (US)}}
 
:{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2317|desc=Billing &amp; Account Services (US)}}
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:{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/forum/1011702/|desc=Mac Technical Support forum (US)}}
 
:{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/forum/1011702/|desc=Mac Technical Support forum (US)}}
 
{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/forum/1011699/|desc=Customer Support forum (US)}}
 
{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/forum/1011699/|desc=Customer Support forum (US)}}
  +
 
;EU
 
;EU
{{elink|type=blizzeu|site=EU Blizzard Support|link=http://eu.blizzard.com/support/index.xml?locale=en_GB&gameId=11|desc=World of Warcraft Support (EU, en-GB)}}
+
{{elink|type=bnetsupporteu|link=https://eu.battle.net/support/en/games/wow|desc=World of Warcraft Support (en)}}
 
:{{elink|type=blizzeu|site=EU Blizzard Support|link=http://eu.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2088|desc=Technical Support (EU, en-GB)}}
 
:{{elink|type=blizzeu|site=EU Blizzard Support|link=http://eu.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2088|desc=Technical Support (EU, en-GB)}}
 
:{{elink|type=blizzeu|site=EU Blizzard Support|link=http://eu.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2240|desc=Billing Support (EU, en-GB)}}
 
:{{elink|type=blizzeu|site=EU Blizzard Support|link=http://eu.blizzard.com/support/index.xml?gameId=11&rootCategoryId=2240|desc=Billing Support (EU, en-GB)}}
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{{elink|type=bnetwoweu|link=http://eu.battle.net/wow/en/forum/874936/|desc=Technical Support forum (EU)}}
 
{{elink|type=bnetwoweu|link=http://eu.battle.net/wow/en/forum/874936/|desc=Technical Support forum (EU)}}
 
{{elink|type=bnetwoweu|link=http://eu.battle.net/wow/en/forum/975485/|desc=Customer Support forum (EU)}}
 
{{elink|type=bnetwoweu|link=http://eu.battle.net/wow/en/forum/975485/|desc=Customer Support forum (EU)}}
  +
 
;{{Mists-inline}} &beta;
 
;{{Mists-inline}} &beta;
 
{{elink|type=bnetus|site=Battle.net Support (US)|link=http://us.battle.net/support/en/blog/4945607/Beta_Support_For_Diablo_III_and_Mists_of_Pandaria-4_19_2012|desc=Beta Support For Diablo III and Mists of Pandaria|bydate=by [[Blizzard Entertainment]], April 19, 2012}}
 
{{elink|type=bnetus|site=Battle.net Support (US)|link=http://us.battle.net/support/en/blog/4945607/Beta_Support_For_Diablo_III_and_Mists_of_Pandaria-4_19_2012|desc=Beta Support For Diablo III and Mists of Pandaria|bydate=by [[Blizzard Entertainment]], April 19, 2012}}
 
{{elink|type=bneteu|site=Battle.net Support (EU)|link=http://eu.battle.net/support/en/blog/4120073/Beta_Support_For_Diablo_III_and_Mists_of_Pandaria-20_04_2012|desc=Beta Support For Diablo III and Mists of Pandaria|bydate=by [[Blizzard Entertainment]], 20 Apr 2012}}
 
{{elink|type=bneteu|site=Battle.net Support (EU)|link=http://eu.battle.net/support/en/blog/4120073/Beta_Support_For_Diablo_III_and_Mists_of_Pandaria-20_04_2012|desc=Beta Support For Diablo III and Mists of Pandaria|bydate=by [[Blizzard Entertainment]], 20 Apr 2012}}
  +
 
;{{wow-inline}} News
 
;{{wow-inline}} News
  +
{{elink|type=bnetwoweu|link=http://eu.battle.net/wow/en/blog/7988053/In-game_Browser_and_Support_Tools_in_53-10_04_2013|desc=In-game Browser and Support Tools in 5.3|bydate=by [[Blizzard Entertainment]], 10 Apr 2013 14:25 BST}}
  +
{{elink|type=bnetwowus|link=http://us.battle.net/wow/en/blog/9445382/In-game_Support_Site_Access_and_Tools_in_53-4_9_2013|desc=In-game Support Site Access and Tools in 5.3|bydate=by [[Blizzard Entertainment]], Apr 9, 2013 2:51 PM PDT}}
 
{{elink|type=bnetwoweu|site=Official Support &gt; Customer Support forum (EU)|link=http://eu.battle.net/wow/en/forum/topic/3686520708|desc=CS Compendium - Encyclopaedia "Blue"Tanica|bydate=by {{blizz}} [[Tailyda]] 14/04/2012 16:20, updated on 14/04/12 16:46 (UTC)}}
 
{{elink|type=bnetwoweu|site=Official Support &gt; Customer Support forum (EU)|link=http://eu.battle.net/wow/en/forum/topic/3686520708|desc=CS Compendium - Encyclopaedia "Blue"Tanica|bydate=by {{blizz}} [[Tailyda]] 14/04/2012 16:20, updated on 14/04/12 16:46 (UTC)}}
 
{{elink|type=bnetwowus|site=Official Support &gt; Customer Support forum (US)|link=http://us.battle.net/wow/en/forum/topic/4768476808|desc=Battle.net Item Restoration|bydate=by [[Roraks]] 4/25/12 11:15 AM}}
 
{{elink|type=bnetwowus|site=Official Support &gt; Customer Support forum (US)|link=http://us.battle.net/wow/en/forum/topic/4768476808|desc=Battle.net Item Restoration|bydate=by [[Roraks]] 4/25/12 11:15 AM}}
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=== Warcraft I support ===
 
=== Warcraft I support ===
 
{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?gameId=9|desc=Warcraft I: Technical Support}}
 
{{elink|type=blizzus|site=US Blizzard Support|link=http://us.blizzard.com/support/index.xml?gameId=9|desc=Warcraft I: Technical Support}}
[[Category:Game terms]]
+
[[Category:Battle.net]]
 
[[Category:Blizzard Entertainment]]
 
[[Category:Blizzard Entertainment]]
  +
[[Category:Game terms]]

Latest revision as of 19:01, February 14, 2014

Support Availability Edit

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 Edit

WoW Icon 16x16 This section concerns content exclusive to World of Warcraft.

In World of Warcraft, the term "support" usually means a type of class that can be useful in groups without engaging in direct combat most of the time. Healing classes are often considered "support" classes, but the term is vague and not well defined.

Blizzard Support Edit

Official blizzard seal

The term "support" typically refers to Blizzard's Game Masters, technical support, and account support staff.

Blizzard's support center on the Battle.net website allows players to login and track support tickets and responses from representatives:

World of Warcraft Edit

In-Game Knowledgebase Edit

Main article: Customer Support window

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.[1]

Web site Edit

The following WoW Icon 16x16 issues may be handled via Blizzard's Support web site:

Technical Support
  • Installation and Patching Issues
  • Connection Issues
  • Crashes, Errors, Lockups
  • Video and Sound Issues
In-Game Support
  • Character Problems
  • In-Game General Questions
  • Bugs and Environmental Issues
  • Quest Issues
  • Player Disputes
Account Support
  • Account Creation and Maintenance
  • Password/Account Recovery
  • Account Action and Closure Disputes
  • Billing and Payment Information
  • Purchasing Game Licenses and Value-Added Services
  • Orders with the Blizzard Store


Criticism Edit

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.

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.[2]

References Edit

  1. ^ Blizzard Entertainment 2013-04-10. In-game Browser and Support Tools in 5.3. Official World of Warcraft Community site (EU).
       Blizzard Entertainment 2013-04-09. In-game Support Site Access and Tools in 5.3. Official World of Warcraft Community site (EU).
  2. ^ Blizzard Entertainment 2014-01-10. Blizzard Customer Support Callback. Official World of Warcraft Community site (NA).

See also Edit

External links Edit

General support Edit

Web
Facebook
Videos
News

World of Warcraft support Edit

Icon-time This section concerns content that is out-of-date. Reason: Many blizzard.com links are now battle.net links.
US
EU
Mists-Logo-Small β
WoW Icon 16x16 News

Warcraft III support Edit

Warcraft II support Edit

Warcraft I support Edit

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