Good news everyone! My hunter just dinged 40 and I am now a proud owner of a fast mount and I’m shopping around for some fine mail armor that I can now use. If you read the above sentence in a Professor Farnsworth voice, please award yourself one free internet.
But I’m not going to talk about WoW today. I want to talk about the excellence that is Blizzard tech support. But let me back up a bit and tell the story from the start.
Every time I log into my Battle.net account Blizzard gets in my face and tells me that I have not purchased all the WoW expansions yet:
They are that crack dealer on the corner of the street trying to entice potential customers:
“Hey man, I noticed you don’t have the Burning Crusade yet. You are totally missing out. Seriously, just click here and you could be rolling as a Blood Elf or buying a totally sweet flying mount in Outland. Flying mounts dude! Think about it!”
Normally I just ignore this knowing full well that I will likely get bored with WoW again before I ever reach Outland. But the other day I finally broke down, and decided to splurge some money on an expansion to a game I have been playing quite extensively in the last few weeks. So I clicked that damned button, filled out my credit card information, hit submit and… Got a rather broken looking error message:
I tried this same exercise with two other credit cards thinking that maybe its something on my end – like my credit card company getting tired of gold farming scams started to automatically decline suspicious WoW charges or whatnot. Same results.
Well, I guess the online upgrade page is broken – or maybe it never worked in the first place. I mean, I tried online upgrades with Blizzard in the past, with very similar results so I can’t say I was surprised. Hell, I think this is an improvement.
Previously they just took my money and promptly suspended my account. And apparently that’s their standard policy for online upgrades that don’t follow their pre-defined pattern. This time, instead of taking my money and shafting me they just gave me a broken HTML form. Much better.
So I decided to thank them for implementing this feature crafting the following email:
I wanted to thank you for saving me $30 today. I was trying to use your direct online upgrade feature to puchase the Burnin Crusade expansion for WoW. Unfortunately I got the following error message:
“Error 202: We were unable to process your request with the information provided. Please consider purchasing a retail copy of the game or contacting Billing and Account Services for further assistance.”
I think that either your online form is broken, or there is something wrong with my account. I am still willing to give you that $30 bucks so please let me know how could this be fixed. Here is my account info.
Naturally I had to wait about two days for a response because Blizzard is really great with their customer service acumen. This is what I found in my mailbox today:
My name is Alex. I am with Blizzard Entertainment’s customer service department. Thank you for taking the time to contact me regarding your current issue.
“Error 202″ indicates that, at this time, we are unable to process the requested transaction with the information provided. As an alternative, you may wish to purchase a boxed retail copy of the game to upgrade the account. If you would like assistance upgrading the account, please contact Account & Technical Services by phone.
Honestly, I don’t even know what to say to this. I mean, “no shit Sherlock” while appropriate does not even scratch the surface here. I am left speechless by the depth, breadth and the scope of this support ticket. The fact that Alex took the extra trouble to read the error message back to me totally dispelled all my previous misgivings about Blizzard customer support.