Am I the only player who has contacted support only having to wait days for a reply. Then when the reply does come its something not even related to the reason for the web ticket. They give a cookie cutter answer loosely based on the subject of the ticket, but fail to answer the issue at hand. Is this what Blizzard Support has come to? The last “response” I was given on a submitted ticket left me thinking the “GM” didn’t even understand English. I can’t be the only one who has encountered this problem.
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Theres currently a large influx of tickets and theres always a possibility that it was misread maybe u can shed some lite on your ticket and we can help.
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No need to be snide.
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Hey Celler,
Your ticket indicated you couldn’t purchases rank 3 essences from Mother in Chamber of the Heart. You then went on a bit of an unrelated tangent to complain that you did not like the support site, and that you couldn’t talk to a Game Master in game. You also complained about having difficulty opening a ticket.
You have numerous 120s, but did not indicate which one had the problem or if this was regarding a specific essence / group of essences. Given the limited information provided, the Game Master offered what help they could regarding the general functionality of the new essence mechanic.
The response was pretty detailed, and covered everything one might need to know about this new system.
Your second ticket starts off by berating the Game Master for not understanding your original request and for telling you information you already knew… Only after that do we then get our first details about the problem related to your Demon Hunter.
With this additional information, a Game Master may now be able to dig into your problem and see if something is going on.
We’re working very hard to get to everyone who is asking for help as quickly as we can Celler, but if we don’t have enough information then it can be difficult to provide a complete answer the first time around.
I understand that wait times are frustrating, so in the future I would recommend being as clear and concise in your help requests as possible and leaving out unrelated details. This can help to ensure that the Game Masters have all the information necessary to look into your help request.
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I’d like to add that it’s basically impossible for someone to precisely know what you do or do not know. That’s why you may receive a comprehensive answer that doesn’t necessarily help you.
Good luck.
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I was not berating anyone. If you are offended by my use of “” for the GM, well I don’t know what to say. Its a problem you should deal with. Yes I did vent a bit, but that is only because of the frustration in trying to open a ticket for a in-game issue. Something that use to be easily handled and was easy to open. Your new system, which is not as customer friendly and is in fact very frustrating now, does not make it easy to get things resolved. So I’m sure I’m not the only one voicing frustration about that. Either way, the initial reason for the “ticket” has still not been handled. As you posted I have many “alts” at max level and this one “alt” is the only one that does not even have the option to open the screen to purchase essences. Although, you are correct. I did fail to mention it was an “alt” and that is my failure. A simple explanation as to the reason or a solution for the problem would have been more helpful. I have never implied or commented on your work ethic or work-load. I understand the “lay-offs” that have occurred there after the merger, and I sympathize and give you a nod for the hard work you do, but that does not change the fact that it was not helpful at all.
No one said you were, just that you were being snide. The use of quotations around something is a universal implication in a belief that such a term, in this case their title, is unfitting for that person. It was ultimately unnecessary.
The new system is far, far more intuitive and streamlined now than it was before. Instead of getting the open-ended “help” or “where do I go” subjects, now the available options where a game master can assist are outlined and clear as day. If you have to jump through hoops to get a ticket submitted, chances are high that you’re trying to get assistance for something they aren’t permitted to assist with.
When tickets aren’t so backed up due to circumstances like the shelter orders causing millions of players to play at the same time, this might be feasible. Already, response times are hovering around the 3-day mark, and requiring that a game master put out a personalized response for every petition would only exacerbate the problem and easily double response times. I’m seeing reports that EU response times are around 10 days, and it’s very possible to get to that mark in the NA region with your idea. The extra hyperbole in your ticket didn’t help, so it’s always, always better to just be short, and to the point.
Scanning a ticket and replying with a template response helps cover a good majority of tickets that are submitted when things are that intense for them. But they do also mention that the option to re-open the ticket is available if none of the template suggestions don’t help, because they know it isn’t going to help everyone, and they can’t know who it won’t help. From a CS standpoint, it’s better to bang out a larger chunk with that help, and then go back through with a fine-toothed comb.
So you probably also understand that it didn’t affect the Customer Service department.
In the grand scheme of things, since I haven’t seen it mentioned anywhere, what essences are you missing on this character that are available to any other character on your account? The only reason you won’t have the option to buy them or earn the Echoes to buy them is if that criteria is not met.
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There were no lay-offs after any merger. Blizzard hasn’t merged with anyone. They have been part of the Activision Blizzard brand since the two of them bought out Vivindi back before Wrath came out. The lay-offs that happened last year were in the marketing and publishing area and did not effect customer support.
You got the answer that they could give you from what you wrote in your ticket, which was apparently confusing because you had to include side rants. The best way to get assistance is to be short and to the point. Also attacking GMs when you open a second ticket is not going to help at all, and is simply uncalled for.
As for the help system, it has been in place for a long time now, since shortly before or right after Warlords came out. Right now the system is taking longer then usual as there happens to be more going on right now then stupid video games.
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Two things on this. 1. Have you ever tried to open a ticket for an in-game issue? Its not very easy and most times the intuitive system offers articles that have nothing to do with the issue. 2. Its not a specific essence. My DH does not even have the option to review them to purchase ones he may be missing. That is what prompted the ticket that started this all. He is the only one of my multiple alts that does not have the option from “Mother” in the Chamber.
I would like to ask one more question since I have your attention. I have accounts on both the American server and the Chinese server. I have seen many different things usually more pervasive on the Chinese realm, but why is it there is a problem with gold sellers but yet looking for group is full of WTS boosts and carries? I can tell you that it is crazy on the Chinese servers, upwards of 75% or more of lfg are WTS. Does Blizzard plan to do something about that?
Sorry for the off topic question but its very rare I can openly discuss issues with representatives.
Finally thank you for your time and the open discussion.
You were venting. That often comes off as rather unfriendly and confrontational. It is not advised when you want help.
If you have not already done it, please edit your currently open ticket to be clear. Char name- server. Exactly error message if you get one.
Keep it simple and clear. Don’t say things to the staff you would not want said to you. Everyone is frustrated right now. We are all doing the best we can and sometimes a deep breath helps 
Edit - not being able to interface with MOTHER is usually a quest issue I think?
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I have. The hangup is that you’re running on the assumption that a game master is there to help with everything a player could think of under the sun. The previous iteration of the support system helped enable a player with that misunderstanding.
The system now, as I mentioned, is streamlined to offer assistance with things that a game master has permission to assist with. If you have to struggle to find something to submit a ticket, chances are high that you’re ticketing for something they can’t help with.
Yes, this is by design. MOTHER won’t show you what essences you can purchase because there are no essences available for that character to purchase-- they already have all of the essences they can achieve on your account through that means. When another character earns an essence that your DH doesn’t have, your DH will then see her option to purchase that essence with Echoes. When that essence is purchased, it’ll go away again until another essence is earned that the DH doesn’t have.
I can’t even begin to touch on this, because I don’t play in the CN region. I can tell you that using LFG to sell carries is not allowed in the NA region and action will be taken when reported, but it’s possible that it has such a pervasive presence over there that it’d be pointless. I can only suggest you continue reporting them.
And just to clarify on this part, the only Blizzard representative that has posted in this thread is the one with blue text. Green and white text posters are just normal players like yourself, we’ve just been around the block a time or ten and often know what we’re trying to convey.
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yes, I’m old school believe it or not. I know the adage “you catch more flies with honey than you do with salt.” To your second point. I have all the quests for that completed on all my 120s that I do anything with beyond leveling them. I can remove corruption through her, but do not get the option for essences on her screen. I did resubmit my ticket, all-be-it a bit snarky in the response to begin (my apologizes). I included the DH’s name and the specific issue as I have here.
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Just to touch on this, Blizzard does not run Chinese WoW. It is licensed through a third party company as per laws in China. I’m not sure who that is now, but it used to be through NetEase. Anything having to do with enforcing rules on those servers would be done by the third party not Blizzard.
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Thank you. That does explain it. As for the Chinese server yes its still net ease. I know that’s not your post, but the post of the other person on this thread. Just saving time typing the one reply.
Thanks again.
This means that there are no essences for that character to buy. If a different character acquires a Rank 3 essence that your DH can use, then your DH will start earning the currency and it will appear on MOTHER.
I will echo that the reason you are having issues with the Support site is because you are trying to open a ticket for an issue that the Support staff cannot assist with. It is considered an in-game hint. What you see as an inconvenience is actually a fantastic change.
Instead of opening a general ticket, waiting two days for the response to go look at Wowhead, it immediately directs you to Wowhead, saving you two days of waiting. You get immediate help, and Support staff can get to other players’ tickets faster, as well.
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Sorry this question is unrelated, but how long did it take for your ticket to be replied? I never opened a ticket before, and it seems that the pandemic has great impacts on this.
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Tickets are about 2-3 days atm.
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is several years old. I’m not sure it qualifies as ‘new’ anymore.
What merger? Activision and Blizzard? That was twelve years ago, friend.
Vinegar, not salt.
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Thank you for bringing this up. I am also COMPLETELY unsatisfied with Blizzard’s support. They make putting in a ticket as difficult as they possibly can, and don’t even allow you to put in your ticket because it assumes it knows your problem. There is no way to call, email, chat, or apparently put in a ticket. Blizzard needs to step up their customer support in a big way, because this is not now you treat your customers. You don’t ignore the problem, you solve it. And Blizzard has been ignoring every problem since launch of BFA. I am disappointed that this company has gone from caring about their customers to making things as difficult as they possibly can so you don’t have to talk to another human.
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I know I have already pointed this out in your own thread, but I will state again that the support system that exists today is far, far superior to what it used to be. The largest problem is that players have a tendency to think that a game master is there to assist with anything and every little problem that someone has in the game, and that simply is as far from the truth as you could possibly get.
If it’s “assuming it knows your problem” and recommending support articles and third party websites like WoWhead, it’s because odds are great that you’re asking about a game hint, which they are expressly forbidden to provide. Otherwise, there are many opportunities to put a ticket in (or phone callback or live chat petition when those services are open and not already backlogged) when the situation is something that a game master has been given permission to help with.
That isn’t to say that the system is perfect, because there’s no such system. But it’s operating as intended for your specific situation. They are not there to help with every little thing.
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