*note*: not defending blizzard, I think they are doing a crappy job especially after all these problems were so obvious towards the end of beta
What boggles my mind is the amount of servers they have. 80 god damn servers. Imagine taking care of 80 servers.
Umm yeah we have this bug we need to investigate on server 65. Oh wait look the boat on server 30 is droppong players into the ocean. Hmmmm we took server 26 out of maintenence and now server 27 is overcrowding.
Must be heaven for the support team.
All of these problems were evident during the closed beta, especially the problems with the boat. Blizzard promised that the game would be fixed by retail, and that the servers would be able to accomodate thousands of players during peak hours due to 'improvements' made on the network code by the time the game went to retail, but they don't seem to have done anything since then.
They've just been cashing in on our money and making promises they can't keep. To even try to defend them by saying they have so many servers to keep up with is ludicrous considering they're making at least 5 million dollars a month from subscription fees alone. Certainly they can afford to hire more technicians or pay some of their technicians to work for a few hours longer in order to fix the affected servers. Blizzard isn't a mom and pop store, they're the Walmart of games. They can certainly afford it.
Considering their lacklustre tech support and the reports of abusive and/or completely unhelpful GMs I question why any of us should even have to pay 12-15 dollars a month in fees (the equivilent of 30-60 dollars if you're in Asia/Australia, where the game is also sold) when what we're getting is equal to $0 in terms of tech support. After all, that's the only thing we're paying for in our subscriptions. The initial 50 dollars we pay covers the game in the entirety of its content, minus tech support and online assistance. For 50 dollars, I can get Half Life 2, KOTOR2, Mercenaries, Doom 3, or any other fully functional title. Guild Wars certainly comes to mind: full online gameplay, tech support, massive multiplayer community, full PVP implementation (rather than a half-assed implementation as in WOW), tournament, ladder and free expansion missions, quests and items every month. All of this for a one time 50 dollars and no subscription fee.