The thing is, Darkcow, what you remember was mostly through a very limited perspective. You likely contacted us in a sweet spot where our queue times were low and we could get to folks quickly. That was always the goal but it didn’t always work out that way. What would happen is something would go amiss and queue times would skyrocket because everyone was contacting us. People would clog every single point of contact we had, often calling for issues that had nothing to do with Account or Technical Issues (which is what the phone line was for). A very large number of contacts had nothing to do with support, like feedback and suggestions, bug reports, etc… In situations that we could help with the tickets themselves often didn’t contain any actionable information. Item names, character and realm names and so on.
Over the years we have tried to get better by having our ticket system focus into relevant areas on what we can deal with. Ask for specifics during the process so that even if you were offline we had enough information to resolve your issue in one go in most situations.
It’s not a perfect system, we’re constantly working to improve it, but we do a lot of work behind the scenes looking at all the data involved so see that we are actually helping the folks that we can as quickly as we can and redirecting those to sources that they can get needed information from.
I’m sorry if you felt our system challenging, it isn’t meant to be.
The response you received, Darkcow, was due to the category that you used. You submit your ticket under “Problem with achievement”, which doesn’t seem to be the issue at all.
We receive a very high volume of tickets that usually do not require a Game Master. They often are questions about how to do a quest, how aspects of the game work, submitting a suggestion, reporting a bug, etc… During high volume of contacts, like we have now, we try to provide what self help options we can for those issues that are generally identified as something that a GM might not be able to help with so we try to send out a response that provides possible resolutions and guides for the issue so that they can continue playing.
If you notice at the bottom of the email it says:
“Your ticket was identified to be about the issue addressed above. If this is not the case, please respond so a Game Master can manually review it.”
Which is there to encourage you to reopen that ticket so it can be placed back in queue. In this way we are able to remove a lot of tickets that we wouldn’t be able to help with anyway, make sure that they are directed to help options and move to other issues where we may need to step in.
Now in your case, I’m not sure if there is anything we could do since this really is something that should be reported as a bug. That is probably one of the reasons why you couldn’t put in a ticket, as any bug report would have been redirected to the appropriate channels like the Bug Report forum or option to report them in the in-game menu.
I doubt many have said that, Norssina, least of all us. We don’t place the blame on the player, but we do ask that, depending on the issue, that you try various troubleshooting steps that help rule out certain things. Latency and addons or corrupted files can cause a lot of issues, therefore we try to look at that first. If the issue persists, then we can try seeing what may be the cause.
