Hi everyone. Here is what happened:
https://imgur.com/a/yvFMDTW Note, that this is the only ticket and I did not keep to create them despite what GM said.
Am I wrong for being not happy with outcome and the process overall?
Gms go by logs if thats what they said dropped thats whay dropped.
3 Likes
Did this happened on Tuesday night when the whole game was broken and people were disconnecting constantly?
I think it was Tuesday. We played only one M+, it bugged and we called it a night
As Darthwraith mentioned, in situations in which we may be able to provide loot, we go entirely by logs. If we cannot verify what dropped, there isn’t anything that can be done.
For the issues this week where looting was causing folks to disconnect, along with being unable to log back in, etc… I’m afraid not having any logs was part of it. I’m afraid Support is not able to assist with the loot that was missed out due to that issue, sorry.
Just to cover this… No, you aren’t wrong for being unhappy with the outcome, but I’m afraid that doesn’t allow us to change that outcome. Yes, you pay to access the game, but I’m afraid we by no means can guarantee that you will not encounter a bug from time to time.
It is something we try to avoid as best as we can, and go to great lengths to resolve as quickly and as fairly as we can, but it is often limited by the situation.
13 Likes
I don’t understand why Blizzard just can’t give players smth instead of those crests or loot (if sending missing items is impossible) if it’s well known issue and it’s Blizzard’s fault. Like why? A huge company made a mistake and then “sorry, can’t help”. It’s not even a real goods, just pixels on screen. Just give people something. So many players are upset
2 Likes
It just isn’t always feasible, Gogurl. We may not be able to verify who was impacted, what they may have received, or what they lost, etc… We do what we can when we can. Sometimes, the only thing we can offer is our apologies.
8 Likes
But I got a response that I was indeed impacted (based on my ticket). As well as a lot of other players who submitted tickets. And it’s very easy to check how many emblems each player should have received after killing the boss in raid / m+ completion - because quantity is fixed.
Not exactly. They didn’t state that you were impacted, they just acknowledged the claim that you made in your ticket, that you experienced an issue.
Example: -
Ticket: I experienced a bug and couldn’t loot X.
Reply: I understand your experienced a bug and couldn’t loot X…
That isn’t verification, it is just acknowledging what you believe you experienced.
I am sorry, Gogurl, but what you are asking for simply isn’t possible. Any restoration of loot/currency you may have received would be based on logs. Due to how the issue from Tuesday worked there simply aren’t logs available for that.
Now nearly every response I saw recommended submitting a bug report. I don’t believe that is necessary as the overall issue was looked into and it was addressed so it shouldn’t be happening any more. We were not able to retroactively award loot that may have been received.
No, it is not so easy to check how many emblems a player should have received because we’d have to verify that a player did kill the boss, which again, does not have logs. It is simply not something that our Support staff will be able to do in this situation.
11 Likes
Okay, it’s impossible to restore crests. Fine. But why not give players SOMETHING as part of acknowledging the mistake? Or make quantity of looted crests slightly higher next day. Anything. IDK. Send me flowers and apology letter. It wasn’t just few players and rare bug. Maybe you are working now on prevention of similar bug in future, but players were impacted already.
That’s not how Blizzard works - they don’t send players random stuff just because something happened. Everything they can give is base on logs and maybe devs’ appeal (this something rarely ever done, btw).
5 Likes
Okay, don’t send. Give the possibility to earn more next day
That’s something they never done before and don’t have the ability to do such. This would be unfair to others, something the GMs have no power over and the devs isn’t going to mess with the loot system for one person.
4 Likes
No, I mean to make loot slightly more generous for everyone. Or smth like that. IDK, after major loot issue it makes sense in my head
You seem to be under the impression that there is some kind of simple switch that can be activated to make certain things happen. I’m sorry, that isn’t how these things work.
We are sorry for the frustration and inconvenience from the issues from Tuesday. If you feel there should be some kind of compensation for that you will want to submit a suggestion to our Game Developers.
Customer Support has no control over that, sorry.
As I feel we’re going to be going in circles on this, and it is not something in Supports purview, I’m going to lock this one up. Thanks all.
16 Likes