Because that is not normally something GMs are allowed to help with. Not unless a Dev has given them permission and a specific work around. They normally point you to Wowhead for hints on how to do the quest or any work arounds. If it is still bugged, you have to just put in a bug report and wait for it to be patched for everyone.
Were you in the EU or was it an off hour when EU was covering the US by chance? Australia routed to Asia?
Blizzard’s support up until at least the Microsoft buyout, was in-house. They did not outsorce. Americas support is in Austin Texas and they were direct Blizzard hires, not outsourced.
I don’t know if that has changed since MS bought ATVI though. I don’t think they have any live chat or phone call back options anymore.
- Lest anyone thing I agree with modern CS practices businesses use - I don’t. It sucks. I can only share the info I have to make the best of a bad situation. Also, I can recommend Chewy - great customer support and live humans.