Most of Blizzard CS/GM support is out of the Austin, Texas office.
So you are saying it is not automate and that while they use templates to reduce typing time, the GMs do make actual decisions?
Most of the discrepancy comes down to experience and training. Keep in mind, violating policy to give a player something they should not can get them fired.
No. Just no. It is far easier, and feels better, to say yes and fix things. They will when they can. People keep asking for things that GMs can’t help with though which just frustrates everyone.
Part of this is a lack of education on the part of the player. This article goes into a lot of what GM’s can and can’t do. Spotlight on: Game Master Help
Hopefully that helps with setting realistic expectations. Also keep in mind the CS folks who take tickets do so for ALL the Blizzard games and services, not just WoW. It contributes to the ticket time.
Depending on the company and volume of requests, yes. They then escalate it if you respond back that their first answer did not help. I don’t blame them, but it does frustrate customers. I DO think Blizz has a system like that they can turn on during super high volume times and set it to handle certain keywords. Most of the time they don’t do that though.
So what was the issue you ticketed for?