Absolutely zero customer support

Support Customer Support
63

I said game issues, ie my game not working properly and ways to troubleshoot it. not in-game issues. which is what I have talked to someone on the phone with before and had my issues fixed.
50% of calls made were an inconvenience for you guys so you decide to cut off the rest of community for tech support?

if my reply is a copy and pasted message explaining how to submit a bug and not addressing anything in my ticket at all it might aswell be a reply from a bot… why did I have to open another ticket to get an actual response?

"ticket: I had a bunch of machined gear assembly . tempered plating and hardened springs in my bag. when reset happened today i logged in they were for some reason in the mailbox. i went to loot them and it said item not found.

response : If you have any information you’d like to pass on to our QA team for investigation, you can do so directly through the help menu. Reports sent this way add contextual information to the report that can help get the problem fixed faster, so sending in a bug report as you encounter an issue is always appreciated. To report a bug in-game:

  1. Open the Customer Support window (the red question mark on your action bar)
  2. Click Report a Bug
  3. Enter the details of the bug. Be sure to follow the submission form guidelines.
  4. Click Submit.

Bug reports are not replied to, but the reports instead go directly to our QA team, who will attempt to recreate the issue in a variety of ways. If a problem is confirmed, it would be addressed in a patch or hotfix in the future."

thanks for the new news that explains why my items were removed from my bags, i still don’t get how theres no logs from mail you guys sent me… you say theres logs once i attempt to loot then say there are no logs when i attempted to loot.

Wierd… I don’t see anything from my ticket about Azerite in my boss loot ticket, but hey must just be a me problem and a UI issues causes by my addons.

"Response: Hail and Well Met, I am Specialist Game Master Marconford bows

I’ve been going over your concerns here and after checking through our logs and records of the Raid it grieves me to say that it would appear that you were removed from the raid too quickly, and the boss’ body wasn’t clicked in time to generate loot. Because the loot is not directly generated until you click the body, we have nothing available in our logs to be able to forward on to you or grant as we Game Masters do not have access to these loot tables to be able to step in and generate the loot directly. :frowning:

As much as I wish otherwise, we are also not able to reset a boss’ loot eligibility nor reset the raid lock for you.

Thank you for your time and patience here."

64

What? Tech Support is still very much available, even by phone. “Game” issues do not mean tech support issues. Tech Support has never meant, problem with quests, being kicked from groups, bug reports etc.

Those have never been handled by phone.

Not too sure what you’re hoping to accomplish here, but I don’t think you’re going to be happy no matter the response based on your interactions/replies so far :frowning:

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65

We didn’t cut off the community, we improved the system so that if you have an issue that required a call, that option would be made available. We also introduced live chat, which hadn’t been previously available and is an option on qualifying categories.

The problem with the previous system was that we received so many calls through that channel that, many of them having nothing to do with billing or tech, that is backed up the hold lines where folks were waiting for 1-2 hours on hold. That is if you were lucky enough to even get into the hold queue since it could only hold so many people.

You received an actual response the first time. A template answer isn’t the same as a copy/paste. I will admit, while a recommendation to report the matter as a bug does make sense, I feel the Game Master may have touched on some additional troubleshooting.

However, you did leave off part of your ticket where, and I’m paraphrasing slightly… “Now I can’t do my dailies, thanks for screwing with me.”

While we certainly do try to be accurate, we’re not perfect. Some Game Masters make mistakes, or may miss details in a ticket that they should have responded to. That is what our surveys are for, so that we can review those interactions and educate accordingly.

You might be muddling your responses, Pronto. The first response you received about the boss loot indicated that logs weren’t created until you interact with the corpse. That is true and it is not and probably should have been phrased differently. There are almost always logs, to one degree or another. It can be a little time consuming to hunt those down and often we cannot help outside of very specific situations.

It is entirely possible that the Game Master in question misunderstands how loot is created in this situation, which the GM that replied later claimed they would send feedback up to help correct them.

It would have been the reply to your most recent ticket that started out with “kay well who can fix this…”

This is Game Master …

I do apologize for any confusion or miscommunication caused on our part in our previous response. I will submit what feedback I can to make sure our responses are providing the most accurate information as possible going forward.

As for the loot from Orgozoa earlier in the week, I found that he was defeated about 6 hours and 42 minutes before the original ticket was submitted. At that time, Pronto received 900 Azerite from the kill. If there was any loot that was generated, we would be able to see that even if Pronto hadn’t looted the boss, so the Azerite was the only thing that was due.

There could have been gold as well, but that would have had to have been looted off the boss to receive. It’s not meant to be sent by the postmaster either, so I am sorry to say that we can’t send any gold that might have been awarded.

I will submit what feedback I can for this to our developers, but if you would like to see changes made to the loot system, our developers would need your feedback and suggestions sent through the in-game suggestion form. This goes directly to them for review, so they will absolutely read anything you send them.

I hope this information clarifies things, and I thank you for waiting while we looked into this. We’ll be here if something else comes up later.

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66

Sometimes i question if they actually take the time to read a ticket or just skim thru it. I’ve run into this really cool bug where i can’t re-enchant stuff unless i use a macro cause the dialog box keeps disappearing. Yea i submitted a bug report or four since this started july 28th.

But i also put in a ticket and told them everything i had tried so far, The response i got was did you try doing Xyz “Things i said i already did in ticket” In the end i just closed posted in the bug report forums maybe someday it will get fixed.

69

Is that so? Well, that’s good to hear. Since I haven’t had reason to use the contact system in some years, the tone of the OP’s comment suggested there was no option to actually talk to someone.

:upside_down_face:

70

That’s because the issue the OP has is not one that can be handled by phone and never has been. Phone calls have always been for Billing and Tech support issues. Unfortunately, a whole lot of players abused that and assumed they would get better assistance via phone if they called and complained/yelled/held their breathe until they got what they wanted. Even then, it didn’t help.

For their type of issue, it’s always been something you’d have to submit a ticket for and in almost all cases, it’s a player issue still.

GMs cannot interfere with someone being kicked from a group, nor can they spawn loot that hasn’t been generated for them, which seem to be the two main issues the OP wanted resolved.

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71

There are template responses used by GMs in responding to tickets, mainly for common issues. It saves time and provides everyone the same information. Writing fully personalized, custom responses is not something they really have time for, or have had time for since, like, the first few months of WoW’s existence 15 years ago.

Don’t know what else has been going on (65 posts of back and forth, no thanks), but yeah, it’s most assuredly a human responding.

1 Like
72

We’ve probably covered everything we can so it is probably time for this one to be locked. Thanks all.

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