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Mon, Dec. 11th, 2006, 02:30 pm
Why I want to work for blizzard

It must be like a bloody carnival in there every single day. Non urgent patches going out without a scrap of testing done on them that erases hundreds of hours of effort for many players [1], software "maintenance" windows lasting between six to twenty four hours and getting to throw a hissy fit when you're called on the addition of unusable crap to the loot tables of the dungeons currently being played.

[1] Intentionally at that. Can you imagine the explosive siezures that would've happened if they did to raiders what was done to PvP folks?

Mon, Dec. 11th, 2006 03:09 pm (UTC)

1. It was done to raiders. In fact that post was specifically about raid loot tables.

2. They have fixed it since.

3. Yes, the original posted response from a blue was totally unacceptable. It got pulled. It's the kind of rant you or I write in LJ-space now and then, rather than mailing to everyone in work (in our case) or making an official blue post (in his). Difference is, you or I are usually right in our rants, whereas he was obviously talking through his arse (as evidenced by the recent change to the loot tables).

Mon, Dec. 11th, 2006 03:34 pm (UTC)

Well, with the raiders bit I was more on about how... well there isn't an exact parallel since they're very different play styles but if they'd, for example, rejiggered the reputation system and cleared it down completely. You could continue using your Cryptstalker gear and whatnot but to get the next piece you have to grind all the way back up again.
Don't get me wrong, I like what they've done with PvP and all but they should have found a way to let the blokes who got to the highest ranks stay there and enjoy the *new* benefits of their labour instead of making them go through it all again. Or done it right in the first place.
(Deleted comment)

Mon, Dec. 11th, 2006 03:46 pm (UTC)

I'm not sure if the problem exists in the US but europe, with the much more diverse set of languages means that Blizzard frequently have to worry more about the ability to speak different languages at all rather than speak them with an ounce of respect or professionalism.
That and I've never seen a blizzard ad for support requiring previous experience in a support role, probably trims the market too much to be practical.

The IT market as a whole seems to be learning that one experienced person will do twice as much as two goons for less than twice the cost so maybe they'll improve soon, particularly with the irish center opening up and the massive amounts of experienced irish support people living here.

Mon, Dec. 11th, 2006 03:41 pm (UTC)

As for the rest - it seems that guy had to take a "vacation" a while ago for another snippy series of posts, how he's still working as a "community manager" is beyond me. Its an interesting (though possibly inaccurate) insight into what they regard as customer service - tone aside, that notion may well be the meme in blizzard, that the ends justify the means as it were. Its my experience that an outburst like that generally indicates the prevailing attitude, that the players (paying $15 per month) can go and hang so long as the expansion gets out when they decided it would. At a guess I'd say this is where the QA went on the patch too because the standard of testing evidenced is absolutely unforgivably bad - and it ain't often I have a gilmmer of professional pride to injure but Jeezus....

Mon, Dec. 11th, 2006 04:07 pm (UTC)

There is a strong rumour going around that they released the "wrong" patch. From what I've seen, it wouldn't surprise me if it was true. E.g., from what I've heard, the new talents are from an earlier iteration out on the test realms rather than the last ones available pre-patch.

Yes, the customer service does leave something to be desired. While I've always found any I've dealt with to be ok, I've heard several stories like inanna's too. And I wouldn't expect things to improve much with the Irish support centre opening - the recruitment company that the outsourced support company is using are on the verge of spamming people, at this stage, and the wages are pretty much entry level. In other words, they won't be getting the cream of the crop - just people who play WoW.

Mon, Dec. 11th, 2006 04:47 pm (UTC)

I've heard that too but thats still horrendously sloppy on a number of levels, not least the idea that they didn't even bother incorporating the version checking that exists on the client side.
The way I figure it, I wouldn't be happy with this kind of service from my bank, ISP, news server or any retailer or service provider you'd care to mention so the notion that it wasn't dealt with immediately and properly (assuming it WAS the wrong patch) makes the responses particularly galling.

As to the support end of things, I see your point, they weren't exactly fishing around for the best and brightest and damned near came to my house when I displayed the slightest interest in it so I'm guessing they're still waiting. I'm still getting messages from them now asking if I'm *absolutely* certain I don't want to take a massive pay cut and commute to swords every day.

Mon, Dec. 11th, 2006 06:34 pm (UTC)

They won't even get people who play WoW...

could you imagine dealing with woW players all day? I play woW and I wouldn't like to deal with me ...

"That F&&&ing bot is still there! "