Housing currency lost -Seeking clarification

Support Customer Support
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Hoping to get some clarification and I’m posting here as this feels like a customer support issue atm.

I made a thread a couple days ago about an error where mother’s housing decor didn’t have the discount applied.

I submitted a bug report and opened a ticket. The first GM I think mixed up my ticket with someone else’s and thought I was talking about Overwatch, but the second GM said there was an investigation and to post here on the forums, but marked the ticket as resolved.

I made a post, but it seems to have disappeared, and I’m not sure if that’s because the thread was deleted, but I didn’t see a notification of such or any moderator action?? (Entirely possible it’s user error as well)

It’s only been a couple days and blizzard just updated a blue post around the issue, but I’m not sure whether it’s better to seek clarification by re-opening the ticket or posting here (as initially suggested by the second GM).

However, in that time, it was reported to me by a guildy that experienced a similar issue did receive compensatory currency, but I did not.

I don’t want to spam anyone, but I would like my 270,000 echoes of ny’alotha back if possible XD

What would be the best direction to proceed?

I know the pins say to open a ticket:

[quote=“Vrakthris, post:1, topic:5491”]

Note: *If a possible bug has seriously affected your character in a way that requires Game Master intervention (lost items, reputation, raid progress, etc.), Open a ticket so we may investigate the situation.*

[/quote]

But I did that and was directed here.

Any clarification or assistance would be greatly appreciated!

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It looks like your thread was moved here:

That means the issue is considered a bug, and not something Customer Support can resolve through tickets. When a GM tells you to post on the Customer Support forums, they’re usually referring to Bug Reports, not the Customer Support forum category. One of the Support Forum Agents moved your threat there because it needs QA/Dev intervention, not a GM.

Regarding the quote from Vrak’s pinned post: that guidance applies to individual, character-specific issues that a GM can directly verify and correct (missing items, incorrect flags, etc.). Once it’s clear the problem is a wider bug, GMs are not able to restore currency or apply fixes, since they might make the issue worse if they weren’t given a workaround by the devs.

If anything is owed in terms of compensation, it’ll usually be handled for everyone affected by a specific bug rather than one at a time.

Edited to add: Since it does involves a bug with pricing, that definitely isn’t something a GM can resolve - so the Bug Report forum is the correct place for it.

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I would reopen ur ticket unfortunately thats all the help ull get on the forums as vrak and orlyia cant help in this regard.

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Ooh, thanks for helping me find it!

Thanks! This is super helpful going forward.

So I totally hear what you’re saying on this, but it sounds like that is the case here? My guildy had the same issue (we both wanted to buy a bunch of eyes of nzoth and had excess BFA currency), but his was refunded by a GM and mine wasn’t.

I’ve also had a similar situation with a GM at one point in TWW where I accepted a queue as resonance crystals were transferring and they disappeared, but a GM was able to restore them.

There were also several instances of this happening with the same currency back in BFA and corruption vendors as well as in shadowlands with cosmic flux.

Again, I completely understand this, but if that’s the case, then why did my guildy have his echoes refunded but not me?

Was it because of how we wrote our tickets where I indicated it appeared to be a bug and maybe he just asked for a refund?? And as a result the GMs were able to act differently? Also, upon reading more of the threads on this forum, I learned that all the GMs post using templates (which makes sense) and it seems like my first GM misunderstood the issue/game. Could this also have influenced the difference in response?

I apologize if this comes across as being difficult; I’m not trying to come at anyone here or at blizzard, I’m just trying to better understand next steps to try and not be out literal months worth of farming horrific visions XD

It sounds like my next step is to re-open the ticket, but based on what Terise is saying, it sounds like that may not be helpful either?

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When a bug is still being investigated, GMs can only act based on what the logs show at the exact time they review a ticket. If the bug hasn’t been formally confirmed by QA or the devs, you’ll sometimes see inconsistent results or different outcomes.

Once a Support Forum Agent (blue poster) moved your thread to Bug Reports, that’s the indicator that the issue is no longer being treated as an isolated character issue. At that point, the GMs will stop doing any manual adjustments because the devs need to resolve the underlying bug first. If there are any refunds on the currency, it’ll be done all at once when the underlying bug is resolved.

So your guildmate’s earlier refund doesn’t mean that’s still the process. It just means their ticket was handled before it was officially classed as a bug. Now that the bug is being tracked, CS won’t continue individual fixes.

That also means re-opening the ticket won’t have any additional effect as the GMs won’t be able to resolve it. For now, the best thing to do is keep an eye out for any hotfixes that may go out. That’ll be an indicator as to when the issue is resolved.

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He opened his ticket a day after mine, though.

This is why I am confused and frustrated.

I hear and understand what you’re saying, but it feels different from the reality of the situation.

Then why would his currency get refunded but not mine by asking a day later and getting a different GM?

Does information get pushed to different teams at different times based on region or something?

Is this just a case of bad luck on my end and good luck on his?

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One thing to keep in mind is that your first ticket reply wasn’t actually handled. It was a GM responding to the wrong issue entirely (the Overwatch-related message). So your case wasn’t truly reviewed until your second GM response. By the time that happened, the pricing issue was likely already escalated and your thread was moved to Bug Reports, meaning GMs were no longer allowed to perform individual adjustments.

It was just a matter of timing. Your guildmate’s ticket was reviewed before it reached the point where Support was instructed to stop making individual adjustments. Even if they submitted it after you opened yours, what matter is when each GM actually reviews the ticket and what internal guidance they had at that particular moment. The point about the incorrect first GM reply would definitely impact the timing.

Once a bug is confirmed, unless the GMs have been given explicit permission to make adjustments, they are generally not allowed to. That’s why reopening the ticket won’t help.

All of this will sort itself out once the devs finish what they need to do. If compensation is due, it’ll be applied across everyone affected all at once.

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Ahh, okay, this is probably what it was. This makes more sense.

Ty for your patience, Terise. I really do appreciate you taking the time to explain all this in detail.

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