Getting help from Blizzard

Support Customer Support
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General question: Is it possible to get help from Blizzard for game issues?

I feel like we pay a significant amount of money for the content as well as the monthly subscription, yet we have to do a significant amount of work on our own troubleshooting the game.
I feel like for the amount of money we pay a month we should be able to just open a ticket and forget it while all of the work is done for us.
Instead, we are supposed to spend hours researching the forums, posting on the forums, opening tickets, opening bug reports.
The process of opening any type of bug report or ticket seems very tedious to me.

I just don’t understand why as a customer I can’t just say: Hey Blizz, I have a full-time job and just want to come on and enjoy this game. I’ve hit a snag can you fix it for me?

Maybe if I identify and fix my own bugs I should be able to submit a ticket for game credit? Like: My Dalaran Hearth stone wasn’t working so I spent 45 minutes on Google here is a bill for $10 please credit my account.

My current example: I can’t get the Legion Stater quest to work. Seems other folks are stuck on it as well. I searched and found other folks were having the same issues. I tried all of the normal fixes. Opened a ticket, and an hour later I get an auto reply telling me to do all the things I’ve already done or open a bug report. Would it really be so hard for that person to just take ownership of the ticket? You open a bug report. Take my issue and follow it through to my issue being resolved.

Either way- I’m a start and stop subscriber that tends to get discouraged by the lack of being able to just sit down and enjoy the game. Not to be snooty, but I have enough life things that need my attention. I want a game I can just turn on and play without having to do so much work :stuck_out_tongue:

Maybe if there weren’t so many bugs in the first place? :wink:

Thank you for listening to my rant. I just want it to be easier to get help for paying customers. If I pay a monthly subscription I should be able to be lazy and just enjoy the game.

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You should be able to get support for game related issues here.

Also, there is a bug report forum if you find in-game bugs

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You should be able to hit the button for “I need more help”. The reply you got is an automatic response sent out while ticket times are higher. A VAST majority of problems are quickly answered by going to WoWhead or asking on the forums.

What is the problem with you are having with the Legion Starter quest?

But if it’s actually bugged it’s unlikely a GM can help you. Unfortunately, for the most part, they are not allowed to do things like that. When an official fix comes out it could very well have unforseen consequences for your character. Unfortunately sometimes you just need to wait for an official fix.

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bug reports show that this quest seems to break with almost every big patch.

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I was actually having this issue the other day. I wasn’t all that bothered by it at the time, but you got me to look into it a bit.

To get the Dalaran Hearthstone to work, you first have to visit the Hero’s Call Board and accept the Legion intro quest.

Then, talk to the quest turn-in guy, but don’t turn in the quest. If you’ve already done the quest on at least one character, you can skip the quest chain by clicking the text “I’ve heard this story before…” It will teleport you to Dalaran, where you can turn in the quest and receive another copy of the hearthstone, which you won’t need to keep.

If you haven’t completed the quest chain before (you say you have the toy, so you’ve probably already done it), or you turned in the first quest, you’ll have to do the quest chain.

I just tested this on Alliance and Horde, so they both currently work.

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it’s not the hearthstone, it’s the quest to access the zone.

if you haven’t done it on a particular faction, or haven’t done it at all, you aren’t offered the option to skip the broken quest… leaving players no way to progress into the content.

it’s a game breaking bug which needs attention.

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If a player hasn’t done it at all/that faction, then it’s not broken, they need to actually do it.

Edit; I think I misread your post Nobully. You weren’t asking about skipping the whole thing, just the actual broken quest.

What is the name of the quest in question?

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it’d be The Legion Returns… or one of the follow-ups

(i’m not actually experiencing the issue, i just hang around in the bug report forum enough to see this issue return with every big patch)

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I see others have addressed your in-game bug issue with the Legion Starter quest so I will address the overall issue of in-game help from GMs.

The answer mostly is no, they don’t assist with in-game issues on a per-account basis and the GMs/CS team don’t take Bug reports. They never did, with rare exceptions I will get to in a minute :slight_smile:

QA takes bug reports which can be filed via the in-game bug report tool, or the Bug Report forum. Once filed, it is up to QA to document, attempt to replicate, and work with Devs to prioritize. Devs fix bugs in patches that fix it for everyone at one time.

Fixing for individual accounts tends to make things worse once the actual bug source is addressed, so they don’t give the GMs tools to do it, and don’t let them by policy - for the most part. There are rare exceptions where GM are given the instructions to modify individual accounts for a specific issue approved by the Devs. They also gave a lot of the GM tools to players so they can resolve things themselves (item restoration, char undelete, char stuck, guild leader dethrone, mail restoration, etc.)

GMs also are not allowed to give Game Hints, which is what a lot of the quest help comes down to. They will send a template telling you to check guides on Wowhead, ask your fellow players, etc. If that still does not work AND it is something they are allowed to assist with, you can re-open the ticket and request further help. Sometimes they can assist.

CS has never been allowed to give game hints, has never been the venue for submitting bugs. The extra tickets that go in for it just further delay help for things they do assist with. Technically we don’t pay for CS at all - and the CS team supports ALL Blizzard games and services, not just WoW. Our Subs have not gone up in 20 years, and we don’t get anything beyond access to the game servers for those subs. Any other things like Forums, Bnet chat/launcher, Customer Support, etc are considered “perks”. I am sure Blizzard feels CS is a very important “perk” though which is why they offer it.

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

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If you turn in the quest, take the next quest. Jaina gives another chance to skip.

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Took a few days to get a macro’d response then a week to get an actual response from support. Which basically said there’s no bug (certain item not dropping on main even though alts can get it and only 1 too) with the system even though other posts said otherwise.

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It looks like you were on “The Battle for Broken Shore”, or should have been. Do you recall if you skipped the scenario? That would cause the issue where you need to visit Archivist Elysiana in the Violet Citadel in Dalaran to go back and do it.

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Actually, I think I see the issue.

The exclamation point is on the end of the dock, but Stone Guard Mukar is standing right before the dock. Try turning on Trivial Quest tracking in your minimap, or you can just talk to Mukar, but with the tracking on it will be easier to spot him.

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