Customer Support is a forum for players to assist other players. Yes, we have some very helpful SFAs, again, when they’re on the clock, but think of this forum as more of an infodesk. We players who hang out here are happy to give other folks whatever assistance we can or at the very least point them in the proper direction to where their issues can be dealt with or addressed in the event that it is something outside of our hands.
Customer Support is not Customer Service.
People tend to come here because our SFAs are the most interactive Blues that people see. Unfortunately, it leads to a lot of incorrect assumptions as to what can and cannot be accomplished here. These dozens of threads with people complaining about servers being down, boats not appearing and all of that? They really should all be in the Bug Reports forum so the proper staff can see them. Especially now that the SFAs have likely clocked out for the day, it’s just the silent mods and us players. But Bug Reports is generally a one-way venue of communication. Only very, very rarely do you see any Blue interaction over there and usually that’s when a thread originates here and is moved over there.
And just because I feel like it needs to be said before someone comes in here with guns blazing - this isn’t to gatekeep anything. It’s to try and make sure people are truly being heard and their issues addressed. It’s what we do here. Try and get people in the proper places so as to get the best help they can.
Some previous posts from our SFAs to give credence to what has been stated:
https://us.forums.blizzard.com/en/wow/en/wow/t/what-is-happening-to-blizzard/1413862/33
Let me point you up a couple of posts where Mirasol helpfully posted threads about the current issues.
As I stated, the SFAs are likely clocked out for the day, so I wouldn’t count on any further Blue posts here until they return in the morning. Now, just because they are not here 24/7 does not mean that there isn’t a whole host of staff working around the clock to try and get these issues fixed as quickly as they possibly can.