*Its your fault we havent fixed known issues*

Support Customer Support
1

In an attempt to resolve a bug related to the Shadowmourne infusion quest, which several GM’s have confirmed to me is a known issue, I am constantly being referred back to wowhead or bug reporting to find a solution.

Until them most recent one, where the GM had the audacity to imply that the reason bugs arent getting fixed is because Players are too lazy to complete the bug report.

Instead of taking accountability for the flaws, removing the restriction for a 1 direction 500 character capped bug report which excludes any photo, video, log based (Anything valuable to developers).

I just dont understand how a multi billion dollar company can operate by blaming their customers for their shortcomings and horribly designed “Support” setup.

Why are there artificially created restrictions imposed on players who are trying to report issues?
Why is there 0 method for followup on these issues, you are expected to submit a report (So long as you use 500 characters or less to do it), and they might do something about it, eventually…you know, if the players ever decide to stop being lazy and participate in the bug report system.

Direct quote from the GM here, excluding only the GM and my own name for privacy.

Hello Removed

We already provided the information that our team has for this situation. We appreciate that sometimes what we can offer is not exactly what the player wishes but the route here is the bug report. Submitting it, or not, is your choice but as explained without meaningful reports this won’t be noted for being investigated or fixed. Also, to give you a bit of context, the reason most bugs from old content is still present is because our team would manually fix stuff for players individually which would leave the issue unreported. We changed that thought into reporting the bug so a fix can be applied to everyone, instead of the ones that would actually reach out support.
I also remind you that submitting tickets, when all information that we can share was already provided or because you don’t agree with the resolution provided may lead to actions on your account. You can review how to interact with us here: Link removed to follow your restrictions

I thank you for your time and I wish you all the best.

Game Master Removed

As a player with well over a year in played time, over 15 years account age…

How do I get in contact with someone from blizzard who actually values their playerbase enough to engage in debugging the problem, resolving the problem, or at the very least contribute to the players feeling valued?

Does this exist? or is the 85% 1* / 5* reviews on trustpilot simply an accurate representation of how blizzard treats their players once they have their money?

2

You can report bugs here:

GM’s do not fix bugs. Devs do.

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3

GMs don’t fix bugs. They investigate problems and then refer them to the relevant team if that’s necessary. They don’t handle technical problems or development so they would report any relevant information to those teams to look at, which you won’t hear from.

The technical and development staff also read the bug report and general discussion forums which require player posts as GM don’t use them, so the advice you were given was correct.

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4

I don’t see anything in that reply that says bugs aren’t fixed because players are lazy.

GMs are not QA. They do not comb the game looking for bugs to fix. They are not involved in bugs at all. If a bug isn’t reported to the proper channels in game or via the Bug forum, Devs will not have the info they need to look further into them.

Its very important when users make bug reports that they do so with as much details as possible, even if details seem obvious or redundant. There are so so many bug reports posted that don’t have the revelant information included or steps to reproduce the bug, if possible.

So yes, report bugs in proper channels with as much details as you can. Even if the bug is years old or reoccurring or “common knowledge to be broken”. Report it and check back for updates or work arounds.

Its really all you can do unfortunately. Making tickets again and again about a bug won’t help get it resolved.

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5

I feel like you’re reading more into what was actually said.

But directing players to wowhead is an absolute joke. However, that’s an apt description of Blizzard’s customer support.

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Where bugs are concerned, it is a one-way street. You can report bugs using the link provided above, or in-game.

With that said, if this is in regards to the Blood Infusion quest, it is a known issue already. GMs cannot intervene as there is no workaround available. Also, GMs do not handle fixing bugs and continuing to contact them after they tell you nothing else can be done will result in an account action for violating the Game Master Interaction Policy.

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7

No, WoWhead is a fantastic site. The vast majority of bugged content can be completed with a work around, which are mentioned in the comments of the revelant quest/item/whatever.

There are thousands upon thousands of people using WoWhead. There’s vastly more knowledge there than you seem to give them credit for.

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Bug report has been sent, yet blizzard still threatening to ban me because I am seeking some level of resolution for the consequences of the bug.

So glad I’ve given them thousands of my dollars just to have them threaten me with consequences for a failing support system

If its important for players to include information, why do they impose artificial restrictions (No images videos logs data, 500 characters or less) sure doesnt seem like they have committed to resolving anything except the size of their inbox?

Im not discreditinng wowhead, if anything im suggesting that blizzard save the money by closing their “Support” department and just replace it with a link to wowhead, as that seems to be the only function the GM’s fill nowadays.

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Because there is no resolution to be had at this moment unfortunately. Continuing to make tickets to insist on one will lead to account action, as at that point you are harassing the staff.

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Wowhead collects a lot of its information by datamining the game and collecting player data from players that choose to use certain tracking addons for the website.

You can find workarounds, game statistics, and other extremely useful information on the site.

If you incessantly send in tickets, especially regarding matters that have already been addressed, then that is GM harassment. You can’t just keep spamming the employees because you don’t like the response you were given.

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Sure, wowhead is great in many circumstances. But when the information Isnt there, blizzard is still unwilling to do anything more than say “Well did you read the comments?”

There absolutely is -
An answer as to how to circumvent the problem - Not provided.
the ability to provide the literal combat log during the timeframe of the issue - Not possible.

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Because there is no way to circumvent the problem. They cannot magically make a solution appear for you I’m sorry to say.

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13

There simply is no resolution that can be provided at this time. The developers are aware of the issue and will resolve it. Keep in mind, some issues are more difficult to resolve than others, so even though the support article was last updated 10 months ago, that isn’t an indication that it isn’t being worked on.

Source

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14

No, it’s a joke.
GMs need to have knowledge or access to the knowledge. Directing players to a third party site is ridiculous.

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15

GMs cannot provide game hints which is what most people are asking for. WoWhead is a good place to send them.

Edit: please note that game hints are things such as “how do I start Y quest?”. “Where is X NPC?”. “Why isn’t so and so at this spot?”. And so many many more.

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GMs cannot have access to knowledge on a solution or workaround that does not exist.

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First of all, they absolutely Can but have chosen to rely on the bug report system instead.

Sure, fine, I understand why using individual solutions doesnt resolve long term issues.

However, they very easily could collaborate with the datamining of the problem, enable me as a player to submit Data not just a 500 character or less “perspective”.

There is so much more that could be done with little to no effort on their end, but they Choose to refer to wowhead as a crutch instead.
They choose to restrict the amount of information a player can provide.
They then imply that a lack of “Meaningful Reports” is the reason most long lasting bugs remain as part of the game.

I am not asking for “Hints” I am indicating that I followed every step listed on the quest log, as well as all of the instructions for mitigation on wowhead and the problem still persists.

Which blizzard is intent on ignoring, referring me to wowhead and threatening action instead of engaging with a solution.

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They work in different departments. GMs respond to tickets and investigate accounts and reports. They are not game developers or technicians.

What is so difficult to understand?

THERE ISN'T A SOLUTION. THEY ALREADY TOLD YOU THIS. IT SAYS IT ON THE WEBSITE

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19

Incorrect. There are very few, very specific situations wherein a GM is able to directly manipulate a quest for players. I can think of only a single quest (the Legion Troops in the Field quest) where they are able to do so.

GMs are not a solution to bugs. GMs handle a variety of things, but they do not design or code the game. That must go to the proper individuals, further pestering them about something when you’ve already received an answer is beneficial to nobody.

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20

I’m going to suggest that you try and avoid trolling at the forums.

Yes, Blizzard will redirect to WoWHead, because sometimes, a bug may not be a bug. With that being said, it is known bug, and GM’s don’t fix bugs. GM’s aren’t developement, nor they’re liasons for the development. If you encounter a bug, report it to the bug report forums or the bug report in-game.

GM’s can not provide items not rewarded/lost caused from a bug.

Customer Service does not take bug reports, nor can they assist with restoring any in-game items, currencies, or progress lost due to a bug.

EDIT: Support Articles, what are you doing?

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