I submitted a ticket about my trader’s tender going missing. I got copy/paste response back about restarting my PC and my modem, etc like I submitted something about a connection issue and then they closed my ticket. I reopened it and they again did not read my messages, and instead “Rainmithwen” sent me ANOTHER form letter and suggested I come here to ask you all how to fix it… and then marked my issue as resolved. I’ve opened another ticket, but it’s EXTREMELY disheartening to see that no one actually read my ticket. I don’t remember customer support being like this even a year ago.
3 Likes
You can go to your purchase history and check your tender purchases. Click the Virtual Wallet tab to see the tender purchases.
https://account.battle.net/transactions?tab=2
If you think some has actually gone missing you will need to put in a bug report either in game or via the bug report forum.
6 Likes
Unfortunately I did the math on the virtual wallet and I should have over 1k still. I put a bug report in, thanks. 
Just super frustrating experience with CS, I hope they can work on how they handle tickets in the future.
Sorry for the frustration, Erovira, it looks like you are putting your ticket under a technical category, so you are getting technical troubleshooting steps.
From what I can see you should have 1335 tenders at the moment. Have you tried resetting your User Interface yet?
3 Likes
I believe the templates can exacerbate these issues, especially when tickets end up in the wrong categories. I wouldn’t be surprised if the first line of support is limited to using only the available templates.
The first person who reviews your ticket likely has no idea what Trader’s Tender is, and even if they do, they probably have no ability to assist with it. Some of the templates contain useful information that has helped others, so in a way, they really are doing everything they can to help you. Reopening a ticket likely starts the process of routing it to more experienced staff who can provide more specific responses and resolutions.
I could be completely wrong—this is just one random person’s take on the internet. However, I hope this brings you some understanding and comfort, and that your tenders are restored soon.
No, not really. It goes to the GM team, and when the ticket gets to the top of the pile the first available GM gets it.
Also, the GM’s don’t just work on WoW, they work on tickets across all of Blizzard’s games. So yes it is possible that a GM may not know everything, especially if it’s a very recent change or an emerging issue at hand.
5 Likes
Not quite. Reopening flags it for a higher priority queue to be tackled with more expedience, but I don’t believe it ever leaves the category it was initially filed under without manual intervention from the user or occasionally an SFA.
They do have an escalation protocol behind the scenes when a scenario requires it, but that cannot be initiated from our end.
3 Likes
It really depends on which queue it is in, and how long the queue is. They do have some auto template replies that are keyword based when the system is swamped. They can be things like a general game help list and wowhead links if the system thinks it is a game hint request, or general tech support troubleshooting if something is under that category.
There ARE times triage happens before it hits GMs. There are also times GMs just make human mistakes or don’t know about an issue.
Correct. Re-opening keeps the ticket in the same category. So if it is in the wrong one, it is best to close it and open under the right category. Usually.
2 Likes