I constantly have to escalate my tickets because of low ranking gms. They flat out lie saying something can’t be done instead of saying they don’t have the authority yet
Glancing through your ticket history, Zagara, I’m not seeing that. The majority of the time when there are follow up tickets it seems the Game Masters were forced to continue to clarify misunderstandings with game mechanics and/or policy. Obviously there are times when a Game Master may make the wrong call, but we are human and mistakes do happen.
What a lot of folks misunderstand is that all Game Masters follow the same policies and procedures. There aren’t “low ranking gms”, there are just GMs. We do have specialist but the specialist are there to handle some of the more complicated issues that they’ve specifically been trained to handle. They still operate on the same policies that everyone else must abide by.
All Game Masters have supervisors, but you don’t generally need to speak to one because the Game Master that addresses your ticket already has, if it is a situation that calls for it. As with many of our policies there are exceptions to the rule, but those exceptions have rules. So, if a Game Master says that they are unable to do something that usually means that there either isn’t an exception that can be made or there may be and they’ve already checked with their Supervisor and the request was denied.
There are some situations, primarily with emerging issues, where a specific policy on that issue might not exist yet. In most of those situations there is usually a more general policy that governs the situation already. If it is a situation that our staff may be able to address outside of the normal policy, it can take a little time before that policy is created and disseminated to our staff (which can cause some confusion when the first GM says no, based on the general policy, but a second one is able to help, based on a newly created/amended policy).
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