Bad Customer Support Experience

Support Customer Support
1

I would like to make a complaint about two GM’s who are not being very helpful with my issue.

I don’t even know what to say about a 15 year old glitch that will never get resolved. I’m really just trying to get my goblin transponder so I can go to Gnomeregan . I just want my goblin transponder…

Ticket Number: US68764621

I feel like I have provided more than adequate information regarding my issue and the ways it could be prevented and how it’s a glitch. I’m just asking for my transponder. Each one of these GM’s keep brushing off my issue and the fix for me is simple.

Verify that the quests are been “completed” and then provide me the goblin transponder. I feel like had these GM’s done any amount of research or at least not kept me in the dark I wouldn’t be making a complaint like this. First telling me you can’t provide “hints” when I’ve already explained I met the requirements to my knowledge. I’m asking for SERIOUS help and not a hand out… Why is it appropriate that a GM is treating me like this by dismissing my request so haphazardly.

Please respond as this glitch is taking something that should be 15-20 minutes and making it into an hour long excursion.

i wish I could show the community how a lot of my responses are actually include research based on the topic and how the GM’s responses seem like they’re copy and pasted from a template.

2

Sorry, I didn’t see that it was posting from my Alt. This is my main.

3

My first ticket.
I am not able to pick up the Chief Engineer Scooty quest. I really need to get to Gnomer to start farming fused wiring. It’s kind of rediculous that a glitch like this is still stuck in the system.

It states that my quest has been completed as per a note I located on wow head.

here is the following information.

"This quest IS currently bugged, but it has nothing to do with being high level or blood elf.

Completing certain (unrelated) high level quests will cause this quest to be marked as completed as well. That’s why you can’t get it from the NPC anymore and the GM sorcen talked to told him he had already completed it when he hadn’t. If someone in your party tries to share it with you, they will also see the “[name] has already completed this quest” message.

Unfortunately, despite that, scooty does not allow you to restore the teleporter unless you really did complete the quest… which means that currently, if you are in this situation, you will have no other choice than to walk to gnomeregan the long way."

[Link Redacted Due To Forum Rules]

Please send me the transponder in the mail or unlock this quest if possible.

The response:
Game Master {removed} here and at your service. ^-^

I understand that you are having some issues with the quest “Chief Engineer Scooty”. No worries, I should be able to clear this up or at least point you in the right direction!

With the release of Classic, GM’s actually are not able to give out direct hints on how to complete quests since we did not do that back when it was first released. In this case, I’d suggest checking out fan sites or even posting your question on the forums. Here is one site that has a number of comments on the quest itself [Link Redacted Due To Forum Rules])

That being said, this could be a bug in the game and in order to get that remedied we will need to send up a report. This will help our QA team fix the issue faster, so please make sure to send one in. Here is a link on how to go about doing that ([Link Redacted Due To Forum Rules])

Hopefully I was able to answer all of your questions and concerns today, but if you need help in the future please don’t hesitate in contacting us back. Take care, my friend o/

This literally looks like a copy and paste response where they skimmed over what I was saying and disregarded what I said.

My response:
I have done the research and i understand that you need Rig Wars for the quest to unlock. I have rig wars if you check my quest log.

I have done extensive research on this quest and it all points to there being a glitch. If you can confirm that I have completed the quest “Chief Engineer Scooty” I would appreciate that.

It’s not a hint, I’m in need of help because I’m only seeing results of there being a glitch. Even more so, if the quest is complete and I don’t have the item then it can be resent to me instead.

"

WARNING: I just had a GM confirm that this quest ([Link Redacted Due To Forum Rules]) is the one that BUGS the Gnomeregan teleporter quest line!!!

If you complete STOLEN: Smithing Tuyere and Lookout’s Spyglass before you complete Chief Engineer Scooty ([Link Redacted Due To Forum Rules]), you can NOT pick up that quest anymore, and you will NOT be able to get your Goblin Transponder ([Link Redacted Due To Forum Rules]) to teleport to Gnomeregan.

Reminder: Chief Engineer Scooty is obtainable after you talk to Nogg next to Sovik and accept Rig Wars ([Link Redacted Due To Forum Rules]).

The GM escalated my ticket to a Character Specialist, said it will take 3-5 days for him to respond. Currently waiting for the response.

"

As per ANOTHER comment on the same link I provided before.
Please send this to a character specialist.

Petition a GM for a character issue. They will escalate your ticket to a character specialist, who will fix this issue and give you the Gnomeregan transporter item. From petition to resolution took me about 20 minutes.

The next gm’s response:
Hello [Redacted My Name],

Specialist Game Master {removed}here, or {removed} for short.

I wanted to first say that I know waiting over a day is pretty long time for a ticket response. We’re working on get things back into shape after the launch of World of Warcraft Classic. Thanks so much for your patience.

I wish I could come by with some better news since you’ve been waiting for awhile. This situation you’re dealing with cannot be resolved. I would recommend reporting it as a bug and I will do the same. This can be done from the red “?” help menu in-game and those reports are sent directly to our developers to look into. From there they will work on preventing this in the future. Aside from reporting the issue we cannot do anything else to resolve this possible issue. I know running into these kind of issues can be irritating, but thanks for your patience and understanding here.

While I’m unable to help I still hope you’ve had a great day so far. If there is anything more that you may need help with in the future, please feel free to contact us again. I wish you luck and take care.

This person at least read, at least I feel like they did, my post. However they sent me a response that said “sorry wish I could help” It’s been 15 years since this quest was live. There’s no reason why there’s still a glitch that people had reported previously.

Look, at least tell me I’m missing something with what I’ve done my research on. I’ll do MORE research on it. If everything looks good with my character… send me the goblin transponder because that’s all I want. Why is this so difficult to deal with when I’m the one paying to play this 15 year old game right now?

4

I’m sorry, Jak, but the Game Masters that addressed your tickets gave you the response they could. As they stated, they are not able to assist with this issue.

This is how it functioned in Vanilla and thus how it currently functions in Classic. As they recommended, please post in the Bug Report forum so our QA and Development teams can look into it.

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5

I feel like the first rule of Customer Support is to never tell the customer that they’re wrong… They can be wrong, but show them. This person didn’t show me I was wrong; they just said I didn’t know what I was talking about and they couldn’t provide a “hint”.

Then the next GM didn’t even make me feel like I was actually feeling appreciated.

Is this still how customer support is treated? I feel like I’ve provided enough information to show that I’m at least knowledgeable on this topic. Provided an easy resolution and received disrespectful a slap in the face for replies from GM’s.

6

GMs are not allowed to show game hints.

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7

I feel like the point was missed here. There’s no hint to give, I know the requirement to the quest. I’m just having the GM tell me that they don’t want to help. I know the powers that a GM has and I know what they can or can’t do. Dismissing my issue and then telling me they can’t help is a lie.

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I don’t believe they said you didn’t know what you were referring to, Jak. Game Masters in general are unable to provide a lot when it comes to game advice, including direction on a quest, information about an item, drop info about a mob, etc… All of that is under the general category of “Game Hint”. For Classic, the hands off approach is greater.

Hint in this case means… I can’t really discuss the quest with you, at all.

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I also, 100% promise you if this was an issue that was reflected in a different way; like a glitch that duplicated items. A GM would have corrected or fixed my issue instantaneously.

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I explained in detail how the quest functions, and how it is considered a glitch.

There’s no information anywhere linking anything else to Chief Engineer Scooty other than the quest Rig Wars. No one has had any other requirement. Half my guild members have it. The ones who have done those two quests I mentioned are in the same position I am in.

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The functionality to do something is not the same as the ability to do something, Jak. Technically speaking I could create a billion gold, a full set of the best armor in the game and give it to you.

I wouldn’t have a job tomorrow and those items would be removed from your inventory to address my actions, but I could do it. Game Masters don’t run around willynilly deciding if they want to grant this request or that. They follow policies and procedures.

And they gave you the answer they could… Report it as a bug. That is all they can provide in this instance since it is part of Classic.

I am sorry for the frustration, Jak, truly, but they provided what they could and gave you the advice they had available, as I have. Please report it as a bug. The ability to measure the impact that an issue that existed in Vanilla is having in Classic helps. Maybe not immediately, but it allows for additional discussions to take place.

Otherwise, if you wish to provide feedback about how a Game Master addressed your ticket you’ll want to fill out the survey that should be available when you mark the ticket as resolved.

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12

Is the issue I’m experiencing actually a glitch or my miss understanding with the quest itself?

That’s the first question that needs to be answered. You’re not crafting me something I don’t deserve. You’re making something for me that can’t achieved due to a glitch in regards to a quest in Searing Gorge.

IS it a glitch? Were the two quests in Searing Gorge purposefully created to prevent a player from receiving Chief Engineer Scooty as a quest. Just tell me if it was intended to affect that quest. IF it was then I understand. If it wasn’t INTENDED it is not fair to punish me for something that should’ve been fixed many years ago.

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That isn’t a question I can answer, Jak. The issue functions as it did in Vanilla and part of the recreation in Classic. Hence the advice that has been provided.

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14

I think this might be taking the #NoChanges thing just a TAD too far…

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15

I dunno, the #Nochange crowd wanted all the old bugs and exploits left in.

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Which is why I encouraged submitting a bug report so that our QA and Dev can see the volume of impact, which will allow for additional discussions and/or resolutions to come about.

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17

Honestly, I don’t really have much of a dog in this fight of “Classic vs Retail” and all that, as I actively play and enjoy both for different reasons. BUT … me, personally, I would equate the recreation of the Classic experience as, say, a Ren Faire. #NoChanges in a Medieval/Renaissance experience would include duels to the death and other similarly unsavory things that were accurate to the original experience. But … y’know … for obvious reasons, they’re not gonna include those in the recreation. XD

At least to ME (can’t speak for anyone else) … that’s the sort of mindset I take with the “Classic Experience”. Accurate as possible, sure, with all its flaws and more difficult design choices, but … at LEAST not up to the point where progress comes to a complete irreparable stand-still, because of a reoccurring and well-known gamebreaking bug that can’t be overcome without direct GM intervention.

And I also don’t think we need to so faithfully recreate the … hmm … shall we say “less than helpful” methods by which in-game issues were resolved by GM staff back during Vanilla, in where it often took 5+ tickets filed to finally get anything fixed. Can’t really imagine the Classic “purists” arguing in favor of these things, but what do I know? I could be completely off-base. XD

Fair enough. I was more just kinda worried you guys might be getting a bit TOO “in-character” with how customer service used to be handled during the Vanilla days, leaving this poor guy to be needlessly frustrated, all for the sake of maintaining an “accurate” Classic experience.

But if he’s going to get actual legit help with this issue by doing as you suggest, then no harm done.

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18

That’s a rather ridiculous analogy.

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19

How so? Can you please elaborate as to why? It seemed rather accurate to me.

A Ren Faire is a paid experience to go someplace to relive how things were during another period in time. Are we not doing similar?

A paid experience (subscription/game time) to go someplace (the Classic game client) to relive how things were during another period of time (playing said Classic game client).

Am I missing something?

20

That’s how Blizzard has always handled bugs. You need to report them to QA. They then work on and apply a patch to “fix” everyone, not just one player. GMs can’t “fix” the bugs. The only time a GM can “fix” a bug for you manually is if QA has given them the tools to do it and have verified that manually “fixing” it will not cause other issues with your character.

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