GMs in support tickets aren't helping anymore

[Spice-twisting-nether]

remember when you could call in and talk to a person? I do

[Mursh-blackwing-lair (Mursh)]

I didnt click on any of the adds. The warning popped up as I was reading what I
was trying to look up. I also didnt go to any other site prior to Wowhead.

[Erilihn-moon-guard]

@Perdd-benediction

If you’re old, you should probably slow down while reading, that way you don’t miss things. Also, you just said you missed something I said in the first sentence of the post to which you replied. That means you skipped the first sentence when reading it. You didn’t miss it; you skipped it or ignored it.

I get things are heated here, but it’s really not necessary to get acerbic with someone who is trying their best to provide clarity to the way things work behind the scenes. People miss things sometimes; it happens. A little courtesy goes a long way.

They’re not saying they agree with the way things work behind the scenes; they’re just explaining what they know of Blizzard’s perspective on matters like this.

I don’t agree with the way Blizzard handles these matters. I adamantly believe they ought to hire more quality CS representatives and allow them to do more genuinely useful things for us in our times of need. Right now, it feels like GMs can’t really do much of anything beyond express scripted condolences with myriad grammatical mistakes.

But in order for us to ask for the changes we want, we need to know why things are the way they are. If we just demand blindly without bothering to deepen our understanding of how things work on the other side of the screen, we’re not likely to get very far.

[Perdd-benediction]

@Erilihn-moon-guard

I get things are heated here, but it’s really not necessary to get acerbic with someone who is trying their best to provide clarity to the way things work behind the scenes. People miss things sometimes; it happens. A little courtesy goes a long way.

I was being courteous up until the last exchange, but every single reply was them responding to things I wasn’t asking or saying. Yes, courtesy goes a long way, but the pendulum swings both ways. Is it not courteous to read something carefully, especially if your intention is to provide help?

It’s just annoying having someone constantly respond with “answers” even after I explained that I wasn’t looking for help. I was just agreeing with the OP that GM service has gone downhill in recent years.

@Erilihn-moon-guard

They’re not saying they agree with the way things work behind the scenes; they’re just explaining what they know of Blizzard’s perspective on matters like this.

Exactly. Multiple times. Even after I said I wasn’t looking for an explanation.

@Erilihn-moon-guard

I don’t agree with the way Blizzard handles these matters. I adamantly believe they ought to hire more quality CS representatives and allow them to do more genuinely useful things for us in our times of need. Right now, it feels like GMs can’t really do much of anything beyond express scripted condolences with myriad grammatical mistakes.

Agreed. GMs act like AI bots right now. They used to actually provide assistance, but now they just send people to wowhead.

@Erilihn-moon-guard

But in order for us to ask for the changes we want, we need to know why things are the way they are.

I have to disagree. I feel like we can definitely ask for better GM service without knowing why it’s gone downhill in recent years. Whether or not they improve is on them.

@Erilihn-moon-guard

If we just demand blindly without bothering to deepen our understanding of how things work on the other side of the screen, we’re not likely to get very far.

Agreed, but asking =/= demanding.

[Quivermethis-rexxar]

@Perdd-benediction

the GM literally sent him a link to the wowhead page for the quest he said he completed to get where he was. They’re either AI bots now, or working with their eyes closed.

It’s more so they get too many tickets and respond to them as fast as possible.

Some of mine in order to cut out all the nonsense, went through their support pages. Copy/pasted the links into my ticket with how it didn’t work.
They still sent me those same links because they speed skim.

I reply back, “hey you sent me the same links I told you in my ticket won’t work. What’s the next step?” - And it usually gets fixed after that.
You have to get through the first ticket or two of triage. Because unfortunately A lot of tickets are on the level of “is the device plugged in?” “Do you see a green blinking light?”.
So they have to stupid proof responses with the support page first.

[Moodwings-stormrage]

I use to have a screenshot from a year or two ago from a GM response to an issue i had that was so funny and bad i cropped it and made it my computer wallpaper for months. I had some guy whisper me horrible detailed death threats. GM responded days later telling me to delete my wtf and cache folder lmao.

[Quivermethis-rexxar]

That’s pretty bad.

My worst one was trying to redeem a TCG item. The page wasn’t working and the npc in-game was busted.
I quite literally linked every support page relating to my problem. Explained how each page didn’t work. Linked the tcg redemption site in the ticket.
The next 2 gms gave me the very links I sent them.

I was chill the first few times, but I had to say “I don’t want to be rude, but y’all clearly aren’t even bothering to read my tickets. You continue to link the very support pages I linked you and explained how they aren’t working…” etc etc. Lol.
It eventually got just mailed to me, but yea. Sometimes they can be a bit too hasty when they reach for the sparknotes.

[Perdd-benediction]

@Quivermethis-rexxar

I reply back, “hey you sent me the same links I told you in my ticket won’t work. What’s the next step?” - And it usually gets fixed after that.

It’s funny you mention that, because the guy in my raid did that and they replied back with the same thing they did the first time, a link to wowhead. This time it was the item he needed to loot and not the quest.

Again, I’m just agreeing with OP’s sentiment that GM service has gone downhill.

@Quivermethis-rexxar

You have to get through the first ticket or two of triage. Because unfortunately A lot of tickets are on the level of “is the device plugged in?” “Do you see a green blinking light?”.
So they have to stupid proof responses with the support page first.

I have no doubts of that. They need a team of people just for the “turn it off and back on again” tickets so the GMs can handle the actual problems lol.

[Quivermethis-rexxar]

@Perdd-benediction

Again, I’m just agreeing with OP’s sentiment that GM service has gone downhill.

Oh I agree. I’m from the blizzard stoneage. I used to chat with gms in-game and live chat for hours after they solved my problem. We’d talk about the most random nonesense and they’d eventually go “Oh crap! I didn’t realize it’s been an hour. Thank you for being so cool and talking with me!”
Yea. Haven’t done that in probably 10 years now lol.

@Perdd-benediction

They need a team of people just for the “turn it off and back on again” tickets so the GMs can handle the actual problems lol.

That would be a great start. Give that job to some poor interns lol.
Let the gms do some actual work.

[Velara-gilneas (Velara)]

The Undercity FP works for me only in unphased UC. After “Return to Lordaeron” you can only access old UC through Zidormi. Although the original flight master is located on the upper inner ring, he is inoperable.

In fact, if you re-phase old Theramore using Zidormi, the flight master is there, but inoperable as well.

OTOH if you stay in phased Lordaeron, the UC’s new FP is located outside in the Lordaeron courtyard. That one works just fine.

[Stôrmwalker-area-52]

@Mirasol-mannoroth

On this, did you accidentally reply to the do-not-reply email?

Nope

@Mirasol-mannoroth

but you have to open a new ticket each time you want to talk to them or give them the data they ask for. You open the new ticket and include the first ticket number so they have the ticket history. Else you end up starting over.

I was not asked for the original ticket number until about halfway through the entire process. It felt as if they were ignoring the fact I did not have account access. And even after doing so, I still got bounced to other gms with the same copy pasted responses. I even had them responding to tickets already closed, asking for that same information which had already been provided, to the original ticket number.

[Mirasol-mannoroth (Mirasol)]

Your feedback on the ticket process when you can’t access the account to see your ticket history is spot on. Quite a few folks have expressed frustration on that, and the email they send is NOT helpful in explaining the process.

So frustrating. It should tell you up front “Make a new ticket to reply to this. Provide the first ticket number then your answers to the questions”.

I feel like that would help, esp if they don’t screw up the answer to it and bounce it around.

[Dracomaxus-moknathal (Dracomaxus)]

what ad blocker?

[Dracomaxus-moknathal (Dracomaxus)]

my laptop, main PC and phone do not have ad blockers…but i still dont get virus or melware from wowhead.
if anything you got a virus from watching p*rn

[Moricalliopë-stormrage]

I literally just take the L if there is a bug or issue they are 100% not worth even attempting to reach. I would rather deal with isp costumer service over wow and that’s saying something. Even Indian tech support of the 360 era that barely spoke English was better

[Lurvhandles-dathremar (Lurvhandles)]

It has not always been the case that GMs have not been able help players in certain situations. I think it changed with Activisions aquiring of Blizzard and changing some things. Because I remember some times when my player was stuck, and the unstuck button was either unhelpful or not even introduced. Or there were certain things wrong with a quest. Then the ‘GM’ asked you to log out of your game to fix the problem. This may seem foreign to you, but it did happen. You may even have had it happen yourself to you. As a result of a similar situation. Though as I said, because of when it was, was a number of years ago for sure. I’m not saying they should go back to this, but something close would be nice, at least to show that they seem more than a vending machine CS.

[Moricalliopë-stormrage]

It used to be decent and they would actually help you.

[Necrominxy-uther]

@Forums-skeram

@Sendryn-sentinels

If you need more help, try the Customer Support Forum

Dear lord no, never do that. That cesspool is overrun by a clique that brigades people, falsely flags any post that corrects them, disagrees with them, etc, just so they can have fun ganging up on poor people who only go there out of desperation after getting unhelpful robot replies that have nothing to do with their request.

This exactly is occurring on the bug report and support forums. There is one player account that will flat out contradict/deny that most posters asking for help are even experiencing a problem since “they are not seeing this”.

[Akston-area-52]

Another person not seeing the issue is actually important and helpful information.

[Sharla-archimonde]

They actually closed one on me yesterday, was leaving a ticket open for “a falling star” to keep reminding them it’s still bugged every tuesday - and instead all I had was a survey waiting for me lol