Does customer service do anything anymore?

QA is the department that handles bug reports, documentation, replication, etc. Devs are the ones who fix things.

Blizzard does not allow GMs to intervene in almost all cases. In some rares case GMs are given specific instructions for work around/fixes, but again, those are rare.

This has been the case for a VERY long time. There is a work around for now, as you said. You can buy a new one. Any actual fix will have to wait for the Devs to implement it.

You can read more about what GMs can, and can’t do, here

Hopefully that helps clarify what you can expect them to do given the scope of their tasking.

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