tech support now and in the future

[Solar Templar]

I can't help but notice that the tech support for diablo 2 is some what lacking. I mean they are there but if you are not in bnet uswest for get it. Also it takes for ever to get to the point where the tech will give you support such as I got. My complaint was a barb leap attack that suddenly stops working. The tech support was awesome. After about two hours waiting, I get ya we know about it. I had to actually ask " are you guys going to fix it?" The response was disappointing to say the least. I was told no we have no plans to fix that problem. I asked why and was told that unless you can get it to happen 100 percent of the time they will not fix it. I was told that it is an old program so they don't want to allocate resources to it. I mentioned that in the eight years that the game has been out I would have thought that it should be fixed by know. At this point I was told that there is nothing that can be done about it. I tried emailing to find answers. I finally emailed a person that would actually email me back. I told him that it is my believe that quality assurance is the next big thing in soft ware. I pointed out that in the auto industry each of the last four years there have been record recalls. The majority of these recalls are for software problems. This is so bad that each year they are recalling more cars than they did in the decade of the 80's total. I was told that comparing it to a car is good that just like with a car there are problems that will pop up. In my reply I pointed out the in the car industry it takes a million parts to make each car. each of those parts have to be made correctly. In software you need only get it right once and then you won't have to worry about it. There was no response. I look at all the third party programs out there and think that it is a good thing. At least someone cares enough to try and fix what blizzard has neither he will of expertise to fix. It is a sad day when you finally get the picture that Blizzard doesn't care now or in the future about the faans of diablo2.

[Nicholas The Slide]

I think this belongs in the d2 forum.

[x42bn6]

Well, I don't know, but what the heck.

Blizzard does take thousands of requests a day for help. If not tenfold or more. Blizzard's Technical Support, I believe, is a telephone line or email request? This is quite possibly one of the slowest ways to respond to things.

The future technical support will be forums (and possibly wikis), where lots of people with similar experiences will share information, which could potentially be of more value. You do have the problem of trustworthiness, but then again, as your experience describes, do you trust Blizzard with your technical support?

The alternative would be, of course, put a patch discussion thread with fixes, or report bugs using a system like Bugzilla, but those can be really, really, unwieldy.*

[Laharl]

You guys don't seem to want to listen to me, but I'll say it again.

Blizzard doesn't much care for their Diablo, or Starcraft fans. They seem to be suckling up to their Warcraft/WoW fans now. If/When Blizzard releases Warcraft 4... You'll see how right I am.

[Solar Templar]

First you are probably right it should be in the d2 forum. Now that I have been a member for a couple of days,, I'll try to remember that.

The patch thread fixes sounds interesting, but then again it sounds a little unsafe.

The last comment was probably the most accurate. they came right out and told me that we are not going to get much more support as it is an old program. We should be happy with the support we get. One tech and a bot lol.

[Laharl]

One tech? To handle all the problems people might have on all the gateways? That's unreasonable.

I predict, by the way, that tech support jobs will continue being "exported" until you will never be able to understand a single person that works in that field.

[Solar Templar]

This problem has nothing to do with out sourcing jobs. It quite simply is, from top to bottom, blizzard has turned their back on the diablo2 lod users. I personally believe that they feel the can do or not do what ever they want. they feel the average customer is young and can't do anything about this. They hide the email addresses of anyone in a position of authority. They blame the customer for all the problems. All not some. go to the tech support channel andjust the tech side of the conversation will give u a good idea what they feel about the customer. For two hours i watched and found that absolutly no problem had anything to do with blizzard. hink of it this way. One recomendation is to go and update your drivers. The game is eight years old. Every system from then until now has been using drivers that are better than when they had the game produced. One would think this would cause a problem.I also like the stance of no hacking or use of third party programs. This only applies to the true fan that just enjoys the game. How many times have you beenput on restriction ecause you changed games? I have been put on restriction before I even got in a game. I had not played in 24 hours. I tried to make a game. Immedialy i was on rstriction. Now compare this to the spam bots. Blizzards advice is simply use level restriction when making your game. They don't seem to recall the entire reason they told us for putting these restictions in place. It was to get rid of the bots. funny I found there were more immediately after they did this. try reporting one of them. Nothing happens to them. They don't get cdkey black listed. No out soroucing could not possibly be worse than the pathetic tech support presently is being spewed out with the same attractiveness as vomitting has. My opion is they should out source the tech support. the level of satisfaction won't go up but at least we will be able to accept it easier. I mean when you are paid as poorly as these out sourced jobs, you can't expect to get anyone that knows what they are doing. No the real problem is strictly with blizzard. Higher ups feel they don't need to get dirty by talking to an actual customer. I think it the changes in the game actually encourahe hacking. Go find Lillith. Tell me a legit character would be able to do anything. You need the equipment of the gods just to stand a chance. resistance and immunities are absurbly high. Forget using a legit sorc. can't even scratch them. This is suppose to make me feel that they are trying to keep the game competitive. Everyone knows that this section needs godly items to stand a chance. The chance that people that use hacks are taking are small. Six monthsa a year then they might actually punish you for using the same kind of tacticts as the advertisers employe. I feel that blizzard is completely deviod of any credibility. They should sell the rights to both the program and battle.net. Anyone that would buy would actually make it better than it is. I whole heartedly feel that third party programs are needed. they address problems the customer have with this game. they say this is what causes the lag issues. This has been an issuesince before they put out the newest patch. No my advice to anyone new is to find hacks as you will need them. It is companies like blizzard that make me change my mind about not doing harm to a server. Now i feel if enough people keep running the hacks then blizzard will tryto make a change again. Do it enough until they can't pay the bills. Don't worry about thier employes. They derserve a fate far worse than this. hen it comes to other users harassing you what can you do? Blizzard won't do anything. I say find a way to fight fire with fire. IF blizzards server crashes as a result/ well I guess they would have to upgrade thier drivers and hope for the best. that's what we have had to do for eight years.