Generaly that results from a misunderstanding of what the GMs are allowed to do. It is rather limited.
- They don’t give game hints or help people find where they are in a quest line. They will point you to Wowhead or the forums.
- They don’t take bug reports, QA does. They will tell you how to submit a bug report property via the in-game tool or the bug report forum
- They don’t fix individual bugs on accounts, with VERY rare exceptions when the Devs permit. That tends to make things worse so they don’t tinker with individual accounts. Bugs get fixed in hot fixes or patches when the Devs fix it.
- They don’t do the things we now have self help tools for. They gave players the GM tools so we don’t have to wait in a ticket queue. Char restore, item restore, mail restore, and even most refunds are self help tools now.
- Character stuck - we have a tool for that. If that does not work you can still put in a ticket, but often get a template so tell them you already tried the unstuck tool if that is applicable.
- Reporting other players - with the exception of a few categories like ongoing harassment, real life threats - they only take reports via the in-game tools that capture all the info. Char, server, chat channel, time stamps, chat logs. If you do need to use the ticket report for the rare cases be sure to give them that same info so they can find the player and logs.
- Most of the cooldowns on services and features are set in stone. The CS team can’t over ride that. They will just point to the policy and apologize that they can’t help.
- Achievements - they really don’t let them help with those. If it is bugged you usually have to wait for a Dev fix then repeat the Achievement. VERY rarely there are exceptions, but not often.
- Loot Disputes: Blizzard CS does not get involved in loot disputes. Players are to use the tools in game to distribute loot. If a scam has been perpetrated - that can be reported and they may investigate, but they don’t re-distribute the loot. They just remove it and penalize the scammer.
I am sure there are more things that players often misunderstand but that is my list off the top of my head.
The Customer Support Forum Serves as an Information Desk to help guide players through the Support/ticket system, answer policy questions, and explain account services. It is a fantastic place to start if you think you need help. It can reduce a ton of frustration by getting you to the right place - or keeping you from wasting your time.