Cannot Contact Customer Support

There are certainly some that feel that way, Phaidra, but that isn’t the case for most. Looking into your recent ticket history the majority of what I’m seeing is simply a statement of “I want to speak to a GM”. While our staff would like nothing more to speak to everyone, it usually is unnecessary and often takes more time, which in turn prevents us from helping more folks.

If you are having trouble submitting a ticket, perhaps if you can give us a better idea of what your issue is we can help.

Though, delving deeper into your ticket history it seems that many of your contacts appear to be about game content and not actually anything that a Game Master can help with. Even if they were to talk to you directly.

Game Masters are not Developers, they have zero involvement in the creation or direction of the game. That is why you are directed to post on the forums. That is where feedback/suggestions would go if you wish to let the developers know that you dislike something about the game. Posting constructively there, providing specifics on what you dislike and how you would like to see something work differently is the best way to get those discussions noticed and taken into consideration.

Keep in mind, our Devs rarely will post on the forums in response, that is not what they are there for and doing so can impact ongoing discussions. However, not posting does not equate to not reading and not taking into consideration.


Whether you think it is unnecessary or not is irrelevant. If all the customer is asking is to speak to someone then it should be possible without jumping through a bunch of hoops or navigating a maze of websites that often lead you to dead ends.

I’m sorry, Phaidra, but while we provide customer support for our game there is no guarantee on what form that support takes. Asking for something doesn’t guarantee that you will be granted it, especially considering you seem to be demanding the ability to discuss game content with our GMs, which isn’t at all what they are there for.


Keep in mind, our Devs rarely will post on the forums in response, that is not what they are there for and doing so can impact ongoing discussions. However, not posting does not equate to not reading and not taking into consideration.

Yes, but not posting and not changing anything certainly makes the customers feel like they are being ignored. Check out the Warlock forums and see how many different posts have been made about Affliction Warlocks since the beginning of BfA. Then see that there are ZERO blue responses in the entire group and that is why people get frustrated and leave the game.

And if Blizzard tried to make even half of the “suggestions” that players make about classes happen the game would be a complete broken mess that no one would ever be able to play. Just because people make a post about something doesn’t mean that it is a good idea, or would fit into the game. Nor does it take into account the time and money it would take to implement an idea.

There are literally hundreds of examples of things that were put into the game because players asked for it. Again not everything posted on the forums is a good idea or able to be placed into the game.


Not making certain changes does not mean the customer is “ignored”, the development team works for the good of the game as a whole, not every individual customer will have the same end goal, but development works to try to keep a middle ground.

Most class issues are based on individual experiences, with out understanding the game is balanced around a group game, so when you mention one class and one one specialization, you have to understand the team has to work for all classes, all specs, and balance them around a game based on group play.

Not every issue is going to get a blue response, that is not what the forums are for, it is for the players to discuss the game with other players. Not being able to open a ticket about that won’t help either as much as you wish to discuss the state of the game via a ticket, GM staff can’t help you.


Any feedback is looked into, bug reports always investigated. Whether or not it is posted about.


The problem with this is that when that happens the Devs posting in thread #15456421 distracts from any and all other threads on that particular forum to the point that they get drowned out in the ‘OMG A BLUE !’ response that happens, It’s better to just read and not reply ever.


No, that someone who responded would be bombarded with a lot of replies demanding their issue also be responded to, not actually discuss the issue at hand.

Again, player to player discussion.


No, the issue is folks will act like half hungry wolves and attack the blue for whatever reason they see fit. Telling to do this and that, why ain’t they posting in Y thread, talking about Z issue, etc. Everyone want to jump on board and demand they should be heard over others.

They stop posting because folks can’t control themselves.


No the problem would be that those people will try an insert whatever issue they feel is more important and completely derail the thread. This has happened on numerous occasions in the past and is why the Devs stopped posting. That and the horrible abuse that would result from them posting.


I’m sorry if that is your expectation, Phaidra, but that isn’t really the truth. Our Developers appreciate player feedback and they go to great lengths to collect and review it, not only on our forums but on other sites like Twitter, Reddit, etc… where folks are discussing the game, they want to hear it and they take that feedback into consideration. They simply don’t have the bandwidth to reply to those topics, if they did that would be all that they did, otherwise someone may feel ignored that they replied to thread A, B and C, but not D, E and F.

If they have something to say on a subject they usually will, but often most news comes in the forum of blogs, Dev Q&As, etc…

Keep in mind, simply because you (and a bunch of others) feel a certain way doesn’t mean that the majority do. A lot of changes go through a lot of discussion before being made and it usually involves a great deal of data, which often runs contrary to the narrative you may see on the forum. I’m not saying that is what is happening here, I’m saying it can happen as there is often more going on then what you may see and experience directly.

Also to consider, changes to the game are often fairly slow. A change to a class is might not be possible within an expansion cycle but it takes investigation, planning, and testing.

I understand you may be frustrated, but the best thing you can do is to provide specifics, like what you dislike and how you would like to see it work. Simply saying X is broken, which is a very common form of feedback, doesn’t help as it gives no actionable data.

Who would that be? On every thread? Again, you run the risk of frustrating everyone else who also created a thread if you don’t response to each one and if you did then it basically becomes a rubber stamp of approval that means nothing. The posts then would be… "you didn’t really read this, you didn’t really hear us, you are just placating us so that we go away… ".

The only option is simply to hope that folks understand that our Devs absolutely review the feedback provided, that they appreciate it and that it is taken into consideration. It should also be understood that our Developers have their own vision for the game. Sometimes that works with what players are asking for and sometimes it doesn’t.


Well, since you seem to have gone with the forum equivalent of taking your ball and going home I guess there is little more to be gained by continuing this discussion.