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A big victory has been won in ArenaNet's ongoing war on Guild Wars 2 bots. Big steps have been taken since the game's launch: As of now, only about 20 bots an hour are reported, compared to over 2,000 an hour just a couple of months ago. ArenaNet has been working on automating the process of id...

December 12th 2012 at 3:45pm 0 Comments
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Ever had a burning question about the customer service side of World of Warcraft, or other Blizzard games? This Thursday, you'll have your chance to ask. Blizzard is hosting its first-ever CoveritLive chat featuring customer support representatives from all of Blizzard's games. The chat will be...

December 12th 2012 at 2:00pm 0 Comments
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ArenaNet has, understandably, been receiving a whole lot of publicity in the days following the launch of Guild Wars 2, due in large part to notable events such as the "ask why you're banned" thread on the r/GW2 subreddit. Not everyone, however, is thrilled with the idea that ArenaNet is conduc...

September 4th 2012 at 9:00pm 0 Comments
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It's been quite the week in the world of Guild Wars 2. Launch, issues, near-daily server updates, fixes, and launch parties have likely kept the entire team high on adrenaline and low on sleep. If you're one of the folks in attendance at one of ArenaNet's launch parties, you likely saw a lot of v...

September 4th 2012 at 5:00pm 0 Comments
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According to several tipsters and many, many pages on TERA's forums, something's gone badly wrong with En Masse's account system. The studio admits that some players have been billed immediately upon selecting a subscription plan instead of being billed after the 30 days. Other players have repor...

May 3rd 2012 at 4:00pm 0 Comments
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A minor patch for World of Warcraft was deployed this morning. There are no gameplay changes, and this isn't the patch with the world events leading into Mists of Pandaria. The changes introduced in this patch are designed to streamline the ticket submission UI. Patch 4.3.4 notes...

April 17th 2012 at 4:00pm 0 Comments
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Blizzard has updated the Customer Support options in the upcoming patch 4.3.4 for WoW, including a brand new interface for dealing with in-game harassment, naming violations, and cheating. These features have been in the game previously but were buried a bit in the customer support window (which...

April 16th 2012 at 5:00pm 0 Comments
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Blizzard has posted a guide to what customer service and support can and cannot do for players during Love is in the Air, the WoW in-game holiday that runs between Feb. 5 through 20. As with most in-game events like this, players will be getting exclusive items, quests, tokens, prizes, and chance...

February 2nd 2012 at 11:15pm 0 Comments
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As part of its continued fight against account hacking and account compromise, Blizzard's customer support department has started a YouTube channel dedicated to hosting how-to videos on security, what to do if your account is hacked, general security tips, and how to use the Battle.net authentica...

September 15th 2011 at 8:00pm 0 Comments
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This may seem like common sense to a lot of people, but it came up as an issue recently on the official Customer Support forums. The message is simple: Don't file false GM tickets. Whether you're doing it to get back at someone you dislike, to play a prank on someone, or just because you're bored...

March 8th 2011 at 8:00pm 0 Comments
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A few months ago, Blizzard opened a Twitter account for its U.S. customer support team. Though it seems to mostly be used to retweet accolades for support staff and keep followers abreast of ticket queue times, there are also helpful links to hot CS topics and support-related announcements mixed in...

January 7th 2011 at 8:00pm 0 Comments
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World of Warcraft accounts have been under siege for years, with hackers and gold-selling outlets stealing passwords, items and more to fill their coffers, selling that gold to unwitting buyers. Blizzard has fought back incessantly over the years to stem the tide of gold farming and account hackin...

September 22nd 2010 at 3:00pm 0 Comments