I’ve had 4 tickets in the last month with the same non-response:
" Support
Greetings,
Thank you for contacting us in regard to an issue with a quest. We are experiencing a high volume of tickets right now and apologize for being unable to discuss the issue further with you."
They don’t even read the tickets. The links they provide don’t apply to my problem. You think this is service?
I reopen the tickets, but what does Blizz think they’ve gained?
The reason you are getting that response is due to people trying to ticket for stuff the GM cannot assist with and flooding the queues. If you would tell us what the issue is, then probably we can point you in the right direction.
It’s a template response, not automated. They scan the ticket queue for keywords that match the template and send those replies out en masse, because it usually covers the essentials that people think a game master can assist with. Quest issues generally tend to fall under game hints, which they cannot help with.
It’s good that you noticed the end of the template says to reopen the ticket if the steps they provide for their scanning don’t match the issue you’re having. As Raven mentioned, if you wish to outline your situation here, we may be able to assist faster, or confirm that a ticket is indeed the way to go.
Seems like you’re new here. Welcome to Customer Support!
A player-helping-players information desk, of sorts-- not a communication line to Blizzard. Here we help people with their issues if we can, or we point them to where they need to go to get in touch with those who can.
Which is precisely what he was trying to do in this post you so openly disparage.
He replies due to having been on this forum for years and this is the information that the Blizzard employees have informed us about. Just because you don’t like his response doesn’t mean it is any less correct.
His post was correct. GMs are not allowed to give game hints which is what most quest tickets want. Nor are allowed to intervene in bugged quests unless given explicit permission by the Devs for that individual quest.
That is why most quest tickets get a template response. IF you do need more help and they can actually provide it, re-open the ticket as it says to do.
Explaining the nature of your quest issues here can very often get good advice. Either help doing the quest or help figuring out what avenue to take (ticket or Bug report).
Attacking others is not a good thing to do. This forum serves as an Information Desk to help people navigate the support system, answer policy questions ect. The post was correct both in explaining why you got the ticket response you did, and suggesting you state the quest issues so you can get better assistance.
Or, it could be due to your issue being a bug that they haven’t been able to fix just yet. Tickets do NOT work for bugs as the GM staff do not work on bugs. You would need to post in the appropriately named Bug Report Forum, or by using the bug report tool in-game. There is never an ETA on a bug fix either.
Bug Fixes and Reports isn’t a CS issue as QA doesn’t come here for reports.
I don’t know what your issue specifically is. If it is a BUG though then no amount of CS folks are going to be able to solve it.
Quality Analysts (QA) take the bug reports via the in game tool or Bug report forum. They investigate, replicate (if possible), and pass on to the Devs. Devs prioritize, fix, and release the fixes for everyone.
GMs/CS are not allowed to fix individual issues for people even if there is a bug. Not unless Devs specifically allow them to.
I feel like your expectations of what you want for a response and the way Blizz GMs function don’t match up. They can’t do something they are not allowed to do, or don’t have the tools to do.
You don’t have to like that. It is just how things work.
They are upset because the Dreamweaver spell is still bugged after it was supposed to be fixed with todays maintenance.
I just want blizzard to actually do what they state they are going to do. Their latest patch notes specifically state the issue with dreamweaver follower ability “stunning” the player, was resolved, so boom, I run that follower and get shafted on the 5th floor of a level 4 torghast, wasting my limited play time to a bug that was blue posted stating resolved.
Thats what is not okay. i can understand having bugs in stuff, but when you say “its fixed” but its not even close, and then someone loses 1.5-2 hours of their limited as it is playtime to a bug, with no way to contact support and have someone say, yeah that sucks well put you back on this specific floor so you can continue, its just garbage. it sucks and im frustrated.
Ever thought about it might be a different bug affecting the same thing?
That happens, a lot, in many places than just WoW. It appears it’s the same issue but actually it’s a different issue that is affecting something.
Hence, when Blizzard states “This is fixed” - it’ll be related to that initial cause, not anything that has come up since.
You said you’re in IT - surely you can understand that concept…
I understand you are frustrated but CS is not allowed to do what you are asking. They don’t take bug reports and can’t reset your gameplay for you.
The most they could do is say “Sorry to hear it is still bugged. Please report is as such via the in-game bug report tool or Bug Report forum.”
Bugs can be extremely frustrating - especially when they impact progression or new content. CS has no role in that though so being angry at them specifically is not going to accomplish anything, nor is being angry at your fellow posters.
What you need is a Developer solution. CS/GMs can’t do that.
understood.
Of course you do.
Are you in game development? How many databases are your applications accessing at one time? How many programs cross-reference each other? How much code is involved? If you change a number/word/punctuation at one location in a database or program, how many things does it affect down-stream? Can a “bug” in your systems have many causes but still show a similar result on-screen?
I’m thinking you are looking at the issue in a really simplistic manner by implying that a bug has only one cause. The game is more complex than that.