To be clear, Takea, we are Blizzard, not Activision-Blizzard… regardless of the narrative some folks try to sell.
The claim that a Support rep told you if you didn’t like it to cancel your subscription is extremely misleading. From what I can see you put in a ticket about item upgrades, something that our Support staff cannot do anything about. You are asking for a developmental change and Support has no involvement in the design of the game. Towards the end of your ticket you said that you were tired of “this”, which I assume is the poor luck in getting the upgrades you were looking for, and you were considering ending your subscription. In the interest of transparency the following is their response.
I’m Lady Game Master [Removed]. I hope this message finds you well.
I’m not exactly too sure what you’re wanting us to say here other than we are sorry that your RNG isn’t in your favor while playing on your priest. Customer Support cannot edit or “fix” RNG for you as this is simply how it is for all characters. The developers put this system in game. If you are unhappy with how it works, you’d need to put in a suggestion or feedback on the forums or via the in game suggestion feature. As much as I would love to throw gear at your priest to make up for the less than adequate gear you have been receiving, this wouldn’t be too fair for all of the other players out there that are unhappy with their gear drops as well.
If you feel that you need to leave the game because the game isn’t giving you the items that you are wanting, that’s completely understandable. People get frustrated and are tired of doing things that seem like they don’t result in anything valuable. That’s the downside of RNG. I’m sorry that you feel that this system is “inexcusable” but simply said, there isn’t anything to fix or anything to alleviate your disdain for the RNG system.
If you still need to contact us, please feel free to do so! We want to make sure that we have covered all of your questions thoroughly so if there is something that was missed, you can click the Need More Help button, and we will be notified. Please let us know any details about how we can further assist you with this issue. Otherwise, you can close this message out as resolved.
Thanks again for your time.
Again, I am sorry that you have had bad luck in getting the gear you want, but there isn’t anything that Support can do in this situation other than offer the advice we have.