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Granted, our gaming company is miniscule in comparison to blizzard but in the subscriptino based MMO buisness, support scales pretty linearly with subscriptions and I can't imagine offering telephone support. It's outdated, expensive and frustrating.

Metrics show that the person handling the issue can get much more done using an IM or email client than talking on the phone. Not to mention that you don't really want to talk to a sweat shop in Bangalore, no matter how much you think you might want to.

It's an on line game for pete's sake, why wouldn't support be on line? The only reason I can fathom is that in Blizzard's case they have such a wide audience and by that I mean that little Timmy's mom might not really be a technocrat of any degree and is rooted in hte past before yuo0r insurance company, or your bank inundated you with canned voice messages to "visit our website", while you sit on hold.

I am surprised that people so interested in technology would pine for such an outdated and ineffective means of communication for support.