Apologies for posting this in CS, but I seem to be having trouble communicating with GMs on this issue, and want to make sure I’m proceeding correctly.
Quick background… when defeating a trial of humility encounter for the first time in the path of ascension, a unique “reverent” transmog appearance is rewarded as loot from the chest. Until a few weeks ago, there was bug that prevented some of the leather pieces from dropping in the chest for rogues and demon hunters. However, this bug was fixed. Going forward, the first defeat of a humility difficulty encounter has the appropriate transmog in the chest to be looted.
HOWEVER, players who completed their FIRST humility defeat prior to the bug fix are now stuck in a state with NO WAY to acquire the transmog from any of those encounters. We cannot re-do the encounter, since it is only awarded with the first kill, the reverent transmog appearances can’t be purchased from any vendors, and the devs didn’t magically send mail or unlock the appearances for affected characters. Essentially, we are completely locked from any way to get these appearances on our characters, despite satisfying the requirements to earn them.
Hopefully the way I’ve explained this makes sense. There is no longer a bug to report, it is simply a case where some character data is now in a “bad state” as a direct result of a known, acknowledged, and now fixed bug. Isn’t this exactly the type of special situation that requires GMs to take some sort of manual step(s) to correct this for affected players? I’ve submitted a few tickets, but at this point I’m convinced the GMs aren’t fully understanding that there is not any bug (since they all seem to stick with a canned reply to submit a bug report), rather, there is an issue for certain characters as a result of no-longer-existing bug, which they need to assist with.
Anyways… I just wanted to sanity check that I’m taking the right route by submitting tickets, and that I should keep being persistent until I get the “right” GM. Again, there is no longer a bug, so what would a bug report even do??? Thanks for your time.
This is more of a development issue that would be better off in the quests forums or ingame suggestion feature for the devlopers to consider. Unfortunately GMS arent allowed to reset quests or hand out quest loot.
it may be one of those things where they actually cant help with it. You can keep messaging them but unless the devs have ok’d them to put in a fix its not something they are allowed to do.
You may have to level another toon and collect the appearance that way.
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You may have to level another toon and collect the appearance that way.
I realize this is low hanging fruit that no one cares about, but would Blizzard actually consider this an acceptable “solution”? That because of their bug, and because I was simply unlucky enough to do it too early (not to mention help find and report their bug), they’d just say tough luck, go level another toon if you want this reward???
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unless the devs have ok’d them to put in a fix its not something they are allowed to do.
Maybe this is the part I’m missing, that the devs need to give the OK for GMs to send out missing appearances for confirmed affected players. Beyond that, the devs already fixed the bug, so I’m not clear how this would still be a “dev issue” or something covered by an “ingame suggestion”.
Gms have set rules and they just cant randomly hand out loot nor fix bugs not that they can fix bugs but they can only do what the devlopers allow them this is a devlopement issue so it has to be ok by the devlopers.
All GMs are the right GM. They are just limited in their scope of what The Powers That Be have given their approval for as has been explained by folks before me.
Just for my own clarification - have you reopened the same one ticket to the tune of “I still have an issue” or have you just created fresh tickets each time? Because while you may get a templated response, if you reopen your one ticket, it will be put into a bit of a higher queue and a GM will look into it. The templated responses that often go out initially, while they may be annoying to those that need more assistance than those responses, they do help cull a lot of the tickets that can be resolved a lot quicker by the players who might be able to solve their own issues. But if you’re just creating a fresh ticket each time, then yes. You will keep getting template responses.
One ticket. The latest GM, for example, said that I needed to submit a bug report if I couldn’t buy the ensemble off Orluna. This is the NPC that sells the discordant set ensemble (not the reverent set in question), and it unlocks for purchase as part of a separate achievement. This reply, frankly, suggested that the GM hadn’t even fully read or understood the issue I attempted to describe, which is why I made perhaps an unnecessarily snarky comment about hitting the “right” GM, meaning they’d at least give the impression they understood the issue.
I’m obviously in the wrong place to ask my questions, given the “get off the CS forums” and “stop asking GMs for random loot” replies. But honestly, the devs actually FIXED THE BUG, I simply was hoping to get clarification that submitting tickets was the correct route to take at this point. I probably just need to wait for enough gradual chatter to come in about the issue for a solution to be worked out. There is a support article on this, and it hasn’t even been updated yet with the bug fix, that a number of us have confirmed is now in fact live, so I’m sure something will eventually work through the machine…
I would. Until the GMs say no further contact about the issue will be heard. But also submit a bug report anyways on the Bug reports forums, to cover your bases.
You’re twisting what people are saying. People are trying to help get you to the proper place so that your issue is seen by the right people.
Customer Support is a forum for players to assist other players. It is not Customer Service. There are no GMs or Devs here. Our SFAs are pretty nifty, but what they can do is limited, and they don’t solve tickets or resolve bugs.
I asked you about the ticket(s) because oftentimes it is someone who just creates multiple tickets, and then they get mad about the templated response they get with each new one, so I was trying to weed that out.
An issue a lot of the time is that people don’t realize that the GMs who answer tickets may not be exclusively WoW GMs. They can cover the full swath of Blizzard properties. So that they didn’t quite understand, it can happen.
But they have fixed the bug. It’s just unfortunate that as has been said, they usually cannot go back and award some things that didn’t get awarded because of the bug. There are several cases of this, from memories lost with an account transfer that one must level a whole new character and work them through the renown needed to gain it on their new character, to something like this. It sucks royally, and I’m sorry for it. But the Devs or those who make that call have not changed their stance on things like that. The GMs can only do what they’re told.
Railing at the GMs who answer your tickets or us here, it won’t do any good, I’m afraid.
If you want your voice to be heard, you need to offer your feedback/suggestions in the proper venue. And that would be General Discussion or through the in-game suggestion interface. No data is collected from this forum here, as I said above - no GMs and no Devs come here.
I do wish you luck though, and hope that maybe this case will be the turn around for them to go back and award folks stuff like this that got mucked up.
While it is true that our Game Masters support all Blizzard titles, not just one title exclusively, they do have access to the resources they need and are provided training to keep up to date on all of the various game systems. I’m hesistant to lean on the excuse that it might not be their main game, because it is still their job to investigate and provide accurate information. Providing inaccurate information in response to a ticket is not acceptable under any circumstances.
Still, I can appreciate giving anyone in a Customer Support role the benefit of the doubt. In my experience, this is never intentional - Game Masters are still human and can make mistakes. I’ve made my fair share in my time here, and have been called out for it! Information can be slow to spread sometimes and recently fixed bugs can still have impact on players that Game Masters may or may not yet be cleared to ‘fix’.
In the case of the Path of Ascension rewards, it does look like Game Masters may be clear to deliver the rewards to a player if they’re able to verify the completion. It is sounding like the Game Masters that have responded to these tickets may be working on some old information.
Heartstep, if you have a survey to fill out with your ticket, please consider leaving feedback. Those surveys are for any sort of feedback, positive or critical, to help the Game Masters get better.
I see that you have an open ticket to follow-up on this. Please leave that ticket open so the Game Master team can act on it.
Thank you Kalviery and others for the latest replies, they were actually very helpful.
I apologize if my frustration came across as rage-y at anyone, it wasn’t my intention. I’ve spent hours writing walls of texts about this issue in bug reports, tickets, etc and was reaching my wit’s end in GM replies that didn’t seem to acknowledge that they even understood the issue before that standard “submit a bug” reply.
Customer Support is a forum for players to assist other players. It is not Customer Service.
I actually didn’t realize this. While I knew that no one here could actually resolve or fix anything, I just saw all the blue posts and figured that I might get some “official” guidance on how to focus my effort, tickets or otherwise. But thank you for clarifying, I’ve never posted in the CS forums before so I didn’t know this.
In the case of the Path of Ascension rewards, it does look like Game Masters may be clear to deliver the rewards to a player if they’re able to verify the completion. It is sounding like the Game Masters that have responded to these tickets may be working on some old information.
Thank you very much for looking at this! I do see that the support article was updated just 16 min ago to document that the bug was fixed, with a link to submitting a ticket if necessary. So hopefully this situation is nearing a conclusion!
Yea, our support articles are part of the resources I mentioned that Game Masters have access to. Making sure those are up to date is beneficial to the players and GMs alike. So I made sure that article had the correct information for the current state of this issue. That should hopefully help any future Game Masters handling these tickets as well So I appreciate the feedback you shared here.
And an update 20 min later, I just logged in to find the ticket resolved and my last appearance in the mail!!
Thank you very much again, not sure if bumping that support article was the catalyst, but looks like within the span of about 30 minutes my ticket has a happy resolution. I have a handful of like-minded OCD collector friends, I’ll let them know they should be able to get satisfaction through tickets.
They shouldn’t have to but I’d probably suggest to your friends that they include a link to that support article when they submit their tickets. It never hurts to provide a little extra info
It happens quite often since Blizzard refers to GM staff as “Customer Support” in their support articles anyways. In fact, you’ll even see “Customer Support” under the names of blues in here as well!
Never be afraid to ask for help so long as it’s not contrary to the guidelines posted - that’s what the forum is here for after all!
Indeed. We’ve talked about rebranding this forum a few times to make it a little clearer but we’ve been the CS forums so long now that trying to rebrand might be counter productive.
We’ve also talked about (years ago!) getting rid of the name “Game Masters”, because a lot of people who need support might be new to gaming and it’s not immediately clear what “Game Master” refers to. Back in the day when we had separate Billing teams who only did account and payment related work - they were not called Game Masters. If you got an email from them it was always just their first name: “John, Blizzard Customer Support”.
But, overall we liked the “embrace the fantasy” aspect of what the Game Master title envokes. So we operate in a kind of hybrid mode. You don’t go to the “Game Master Help Page”, everything a new user might find is “Customer Support” or ‘Service’… But agents still introduce themselves as Game Masters when responding/interacting through tickets or in-game chat.
Thank you for coming to my Customer Support Lore Drop.
I’ll just leave my “I’m largely in agreement with Mirasol’s suggestion to rename the forum to Information Desk or something similar comment” and move along. Thanks for the awesome explanation though
So I appreciate the feedback you shared here.
