I have to say with the recent changes Microsoft hoisted on CS for blizzard, I have had to explain my problem over 4 times, because the support doesn’t even understand the simple problem I am having. This is why having an inhouse Support team for a complex game such as WoW was necessary.
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could it be that your explanation was poor? i didnt have any problems with my ticket the other day.
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I remember when I looked up the year 2023 on wikipedia, our entire history of the world, Microsoft taking over Blizzard was mentioned.
I used to believe that a company couldn’t get too big…but maybe I was wrong, they become too large, and they get taken over and absorbed by other companies…
Dead on. If he’s had to explain something 4 times then it’s a communication issue on his part. One time after an automated ticket is understandable, 4 times? Nah.
Or it’s something that they cannot help him with in the first place and he just doesn’t like the answer he was given.
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Oddly enough, the last time I had to use Microsoft customer service support (around ~January 2023 when having an issue installing Office 2019 on my new laptop) the service was excellent and the lady walked me thru “step by step” what to do to resolve my issue 
It’s like, I could tell she was from an Indian call center due to the accent of her voice, but nonetheless I got my issue resolved in a little under ~15 minutes from start to finish
Definitely waaaaay better than Blizzard CS (…which is mainly automated emails and such/difficult to get thru to a real-life human being) in my opinion. With the Microsoft CS department I had a real-life human being on the phone in minutes and she sorted out my installation issue promptly and accurately
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You have a complex problem. You’ll be able to dial in for support at 49.99 per minute.
/s
I was asking regarding the holiday coins because i lagged and didn’t click the right quest, first they mentioned an issue with a unity belt, which made no sense to what I submitted, second they addressed it and told me how currency could not be refunded, but this was a repeatable quest item, and then the next person seemed to understand the original issue but once again referred to the coins as currency rather than a quest turn in for a holiday event. If they couldn’t fix the issue that’s fine, but they kept bringing up meaningless references to items I hadn’t mentioned or currency rules which did not apply.
The people working CS probably don’t even play WoW so don’t use WoW jargon.
Break your problem down and explain it like you’re talking to a child.
My advice.
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Did you ask in the CS forums for help?
Need more information. I’m not following.
I accidentally selected the wrong turn in for the lunar festival and grabbed two of the cluster rockets instead of the Large rockets and the Rocket launcher. The limited supply of tokens and the inability of me entering high level dungeons in SOD makes this a problem because i can’t just get more tokens and the patterns are bop. I can delete the cluster rockets i just need 10 coins to fix my selection if possible.
This was my original ticket with regards to coins of ancestory.
I can see why it took 4 tries for them to understand what your issue was
That was my summary for wow players not the original ticket
First problem, right there. You had to explain your issue. Technically that’s your second mistake. The first being you went to customer support.
It’s nearly 2026. The days of wasting time fixing something are nearly behind us. If it’s broken, don’t try to fix it. Replace it. Replace it all.
Sounds like you messed up… not a customer support issue. 
sucks but that happens
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I had to read that three times to understand what you were talking about.
But as you already stated, they won’t refund you your mistake.
Which is fine I just wanted a clear answer that showed they understood what I had said.
Unfortunately, we’ve not had good CS since… Mists? Maybe before that?
I explain this very clearly and detailed. I’ve had to open 5-6 tickets for 1 issue more than once. Got back replies that had nothing to do with my tickets, so I know how the OP feels. It’s not a him problem, it’s been happening for a long time.
This was the first response I got:
Greetings John!
I am Game Master Morgavierr from Blizzard Customer Support and I will gladly take a look at your request.
First of all, I would like to thank you for the detailed explanation as it allowed me to understand the situation much better. I would also like to apologize for the time it took to get to you, our queues are very busy at the time and we are doing our best to provide you with the best support we can!
As I could understand from your request, you would like to change the unity belt requirements or to have a possibility to recraft the item into another slot.
However, I went through our bug report database to see if the developers have been able to identify any issues with this. So far, we have not received any other similar reports like this that we have been able to confirm. This means, as far as we currently know, this is working as it’s supposed to.
I understand your confusion regarding this topic, John.
As a gamer myself, I completely get why this can be a bit bothersome, but please keep in mind that there are mechanics in place to save the game balance.
Although we do understand this might not be the answer you were looking for, regrettably, we Game Masters are unable to assist with intended gameplay change.
Please keep in mind that if we were to make an exception for you, we would have to do the same for every other players that requests it, which in turn would cause unbalance within the game world, make player’s actions inconsequential and certain game mechanics would become obsolete.
Ultimately, it would go against the intended gameplay experience that our developers work so hard to craft.
I understand this was not the outcome you were hoping for, but I do encourage you to submit feedback here for any thoughts you have on evolving the game. We consistently make improvements to our products based on player feedback, and our developers would love to hear what parts are not enjoyable, so we can work to improve them.
We would like to provide you with a link where you can share your voice: https://eu.battle.net/support/en/article/000021518
Unfortunately, you weren’t quite clear enough.
In tickets, you want to be short and concise. They don’t care that you can’t get into high level dungeons or buy certain things. That information just muddies the water.
You want to use the correct terminology for what you are talking about. “Tokens” are not “ancestor coins” or whatever they’re called. So that will throw them off too.
Your first response will almost always be a template response, because they triage tickets. If it’s something you can search for information in support articles or Wowhead to fix your issue, they’ll link those first. Then they’ll go help the people who can’t even get into the game to play it and wait for you to resubmit if the problem continues after exhausting the information they sent.
But one of the biggest issues is clarity and conciseness. I’ve done it before too and learned the fewer descriptions, the better. lol
I’ve also gotten a response that was meant for someone else once, too. Which also sounds like it happened to you. They’re fielding many of these at a time.
I remember the good old days when you got to talk to human GMs and they had no problem understanding you.