Completed a daily heroic quest 4 days ago but couldn’t turn it in due to an unknown bug that caused the quest to disappear from my log (there was no ? or ! over the quest giver when I tried to hand it in)…when I opened the ticket I stated I had a screenshot that showed the Questie add-on saying I had completed the quest…waited 2 days for to get an automated non-responsive response…waited another 2 days to get a GM that told me that this wasn’t a known bug but that they had had similar recent reports and to make a bug report (which I did)…he completely ignored my request to be awarded the gold and badges for completion…now waiting another 2 days or more to get a response to that request.
I added that there was a contemporaneous chat msg between me and another party member about quest being bugged.
It shouldn’t be this hard to get some customer support and satisfaction. There has been zero investigation of my claim (checking data logs etc) and no request to see my proof after 5 days of waiting. This should have been an easy issue to resolve. Even if you believe I’m lying and trying to get one over on you (which I am emphatically not trying to do) its 48 gold and 2 semi obsolete badges (with the pending release of (Ulduar content) that is of such little consequence to the big scheme of things to blizzard that you should have just sent it to me to begin with instead of delay upon delay with an implied accusation that I’m lying without taking any steps to investigate the matter.
Been a paying customer virtually non-stop since 2005 - this is incredibly annoying and disrespectful customer service.
It isn’t that we do or don’t believe you, Charmalot. We are generally not able to provide quest credit or the reward from the quest under most circumstances, especially if there is not a policy in place that specifically allows for it.
The only thing that really can be done is to make sure a bug report is in so our QA and Dev teams can look into it and hopefully get the issue resolved so it doesn’t happen again.
Well, the GM’s response wasn’t as clear as yours in regards to providing quest credit so I appreciate the clarification, if not the result, as I do think I have enough evidence in the form of the screen shot and contemporaneous chat msg. There are exceptions to every rule and I do think think this is one of those cases…but c’est la vie
Screenshots can be manipulated which is why they do not accept those as evidence. They only go by their log files which show them what happened, and if there was something that caused the quest to not complete and not show in their logs, they cannot and will not grant quest credit or the reward.
I had already begrudgingly accepted Vrakthris’s response so your input wasn’t entirely necessary but in this instance by checking logs, in addition to the screenshot with other players also getting notification of quest completion, you could verify the number of badges I had (23 before the run) and see that I participated in the daily and add 2 + 2 and give me the reward. I have been in customer service a very long time and I can tell you there are always a) exceptions to the rules and 2) common sense / goodwill decisions that can be justified to the boss.
Your customer service is not how Blizzard handles customer service. They keep things fairly black and white so as to be fair to all players. To have a toolkit that is universal keeps things on an even playing field. Exemptions are very, very rare no matter the issue.
I’m sorry you didn’t get the response you might have wished for, but I do wish you well.
You might want to read the article on what GMs can and can’t do.
With rare exceptions (determined by the Developers), GMs are not allowed to grant quest completion, esp for something that can be repeated later. They also don’t take bug reports, and can’t fix bugs.
It is only very rarely the Devs let them grant rewards that were “lost” due to a bug - normally it is fixed at a Developer level with a patch that lets player then complete the content again for the reward. Those rare times Devs allow it, it is allowed for every player encountering that issue, not for individual players. How long we play, how much we pay, etc. does not factor into anything.
They don’t ever accept “proof” from players, and don’t just grant things people ask for as a “goodwill” gesture. It sadly would be abused.
Yes, but being in customer service (as I also was, that and IT support for a total of 20 years between the two) I also learned that customers will come with that exact declaration:
“There are always exceptions to rules and this is common sense you can justify to the boss!”
But you know you couldn’t do that every time. You absolutely know that, working in CS.
So just have a wider scope of vision. You are now the customer claiming that there is an exception to a rule and that what you want is common sense that can be justified to the boss.
It’s odd to me why you wouldn’t pick up on this, being a CS veteran. You’ve been told what you’re asking cannot be done. You should accept that, as you no doubt wanted your own CS customers to accept what you told them.
Do you not see the connections?
When your natural response is “yeah, but…” just remember every time a customer told you “yeah, but…” when you said ‘no’ to them. Your count on that should be in the thousands. Mine sure is.
Is there anyone that can help i have come into a issue with my camera like on my priest when i use levitate my camra goes to my feet and looks up the only way to fix it is take it off can someone please help me fix this i have tried everything i know and i cant seen to find what it is
I wasn’t asking that they accept my word on it. I was asking that they review my evidence (screen shot & contemporaneous chat msg) and match it to their own files and then render a decision.
It took 4 days to get an actual non-automated in game response. That by itself, regardless of the outcome of the service request, is simply unacceptable and shouldn’t be excused by anyone in this thread.
And the fact that Blizzard doesn’t either trust their support staff to use discretion properly and/or have sufficient support staff to do a straightforward investigation is Blizzard’s problem not mine.
Here’s an example of normal customer service - I recently called my cell provider because they had a cheaper plan available to “new” customers that their self-serve tools wouldn’t let me switch to. The agent (or GM in WoW terms) not only allowed me to switch to the cheaper plan but gave me 2 gb of data free to reward me for being a loyal customer. The fact people find Blizzard’s level of service (time) and lack of flexibility (GM have zero discretion or resources to investigate issues) acceptable, is a sad commentary.
That being said, as I noted earlier, I begrudgingly accepted Vrakthjris’s response because while I disagree with it he was clear in his communication and its not his fault.
(and to the other poster asking about add-ons causing the issue - they may well have and I updated and re-downloaded them all - but if they were the source of the issue the damage was done and it didn’t resolve the issue)_
Of course there is. But you’ll want to post over in Technical Support, instead of just posting in a random CS thread. This thread is about something completely different.
Correct. That is not ok, not even Blizzard thinks it is ok. The normal reply time is 24-48 hours. Anything past that is an abnormality. Things were so out of hand with Wrath server merges, Wrath release, OW2 release, ban waves, phone SMS requirements, returning players needing account access, Dragonflight, etc…that ticket times were 2-3 weeks. More for specialist tickets.
It was REALLY not ok.
Things are getting back to normal, but are not there yet and no, that is still not ok. Improvement is noted though.
They have both. What you want is them to handle bugs on an indvidual character basis and grant rewards that the system does not show the logs for. If the system logged quest completion, it would have granted rewards. Failure to do that is a bug.
It is not that they can’t do what you ask technically. They can just give people things. They don’t though. They have policies in place that govern how GMs respond and what they can do.
Bug reports go to the in game bug tool or bug report forum. GMs don’t take reports because they are not QA.
GMs do not fix bugs, including granting rewards someone misses out on due to a bug. The RARE exception is if a Dev has flagged a particular bug as something they allow GMs to hand fix, and given them the permission and tools to do it. If so, they do it for all players, not just one or two.
Most bugs are fixed by the Devs in a patch which impacts everyone. To finish a bugged quest a person may have to repeat it once the bug is fixed.
This means consistent policy and treatment for all players, not just a GM making a call on a good/bad day.
This is how Blizzard has tended to be for most of their history. Failure to follow that policy and just granting folks stuff, would get someone fired.
As for things like “free perks”. Blizzard has been known to grant game time, or even a pet for mistakes and customer trouble. That is handed on a case by case basis for things that actually fall under GM control. Usually that is done when the game error meant a player could not play the game they paid a sub for at all.
I get you want Blizzard to handle things differently, but that is just not policy.
Because your cell provider has a policy that allows their agents to do this, Blizzard does not.
No, that has nothing to do with it. Blizzard’s policy does not allow those exceptions to be made. There is a reason for those policies. There are only a select few quests that the Devs give GMs the power to complete for players. They have been extensively tested to make sure doing it doesn’t cause problems. The Devs don’t allow it for all quests because it could corrupt your character. The ones the Devs do allow it for are one-time quests, not repeatable ones.
Before commenting you should read my response to Vrtakthris above which was:
“Well, the GM’s response wasn’t as clear as yours in regards to providing quest credit so I appreciate the clarification, if not the result, as I do think I have enough evidence in the form of the screen shot and contemporaneous chat msg. There are exceptions to every rule and I do think think this is one of those cases…but c’est la vie”
I thanked him for the clarification and clearer communication. While I still disagree with the result I ended my comment with “c’est la vie” which signifies begrudging acceptance:
WHAT DOES C’EST LA VIE MEAN?
In French, c’est la vie means “that’s life,” borrowed into English as idiom to express acceptance or resignation, much like Oh well.
That being said, when others decided to join the conversation after that point and make further comments or criticisms of me, after I accepted the outcome, I responded to their viewpoints accordingly.
The matter was closed, for me, when Vrtakthris explained the policy limitations that are beyond his power to change. End of story.
I am fluent in French, but thanks for the class too. To be honest I knew what c’est la vie meant way before I ever took a French class. There was this song back in the '80s called “C’est la Vie,” and my Mom explained it to me when I asked, back in 1986.
Anyway, my comment was in regards to the strange dichotomy between what you wanted done here and what you’ve experienced in your years as a CS rep, even though the matter was “closed.” My comment was on-topic and anyone with an account in good standing can post here.
And I only brought it up at all because you were still discussing the ins and outs of customer service with other users, after Vrak’s post: