#1 - 2011/08/08 07:33:00 PMI'm going to explain something to you about the line "...there are more people sending in tickets than Blizzard can reasonably hire." Ok, first, this isn't a government building where they have a set income from a set amount of taxpayers and then if they get a lot of people slamming them for driver's licenses they can't just hire more employees because they are working with a fixed income. Blizzard, is not like that. Each of those people you say are opening tickets are PAYING customers. So if there are more paying customers there is more revenue in which to hire more people.
And let's also reveal a common fact in this industry: it only takes about 500k subscribers to pay for all costs then be marginally profitable. That means that every customer thereafter is pure profit.
The highest number i remember being released for subs was 11 million. Over the last 2 quarters Blizzard has announced drops in subs of 600k and 300k. So that means they've announced a drop of 900k subs from 11 million. Let's be overly conservative and say that they are at around 6 million paying subs right now (again I would venture to say they are closer to 8 million.)
So, that means: 6million - 500k = 5.5 million. Let's go ahead and be even more conservative and say they are only making profit from 3 million subs. So, 3 million X 15 U.S. dollars is 45 million dollars a month of PURE PROFIT.
So, again, how is it that they can't reasonably get more CS reps? Oh ya, because they don't WANT to.