I understand what you are saying, and even agree with it a bit. But I also feel sad that people refuse to use, or just plain lack, basic problem solving skills and so get really upset when they aren’t helped right away when something like this happens.
Sorry, I’ve been reporting bugs like Aspect of the Wild not granting Crit since the pre-patch. At this point it doesn’t seem to do anything.
I remember a time pretty much every ticket was answered while I was online and they had an in-game chat with me and gave me MULTIPLE steps to fix my problem. The only copy-paste was their opener and their closer usually. Right now, still have to wait a day despite sub numbers being far, far lower. I don’t think I’ve had a GM actually solve my issue in a really long time.
Even in Wrath of the Lich King, 2 days was a very unordinary time to get for ticket wait time. Might want to stop trying that line, because ticket times have not particularly improved since then at all. Especially when people have to open tickets up to eight times to get it resolved, and btw that equates to over 8 days ticket solve time. 
Ima just throw something at you like GMs used to do. Want the actual information about this? https://www.wowhead.com/forums&topic=104922 here’s a wowhead link!
On a side note, I think ‘an add-on already does that’ and ‘a third party website could have the answers’ is a lame excuse. I speak of this in regards to the amount of spam in-game from people selling services these days like boosts and buying items that are just spam-bots. People will just say “Get X addon to block those” instead of having Blizzard fix it.
That one in shadowmoon where you interrogate the demon? I coudnt get it to work for me other. There are a lot of bfa quests where I would have to log out before it would let me turn them in. Some times I get a new piece of gear and have to relog before I can equip it or even move it to a different bag. I didnt have much trouble with bugs before, but ever since 8.1 I find a few everyday it seems.
It doesn’t force you to do anything. It’s an option, one no different than, “our representatives will be with you shortly - did you know you can check our website for” (Verizon). It’s especially nice if you are in game after customer service hours and can go look at a site and finish the quest, WQ, etc. Instead of waiting until the next day for someone to answer my question - 95% of the time someone else has already asked it and there was a quick easy fix. I reported the bug, shared the quick fix and went merrily on my way.
The OP has said that customer service DID respond and advance the quest. So the service is still there - the fact is you don’t like the option.
If you don’t like the option then wait.
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I’d say about since “Check Thottbot” stopped being a viable option.
I’d say check a 3rd party website is a poor way to handle a CX experience.
If it is a bug, and the player is just submitting a bug in the wrong way, a better response would be that they are reporting the bug on behalf of you.
And if they know that there’s a good possibility that checking a 3rd party website can help them in the meantime, it’s also good customer service to relay that information.
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I think this comment sums it up about your attention to game mechanics/systems/quests etc… Just typos? ![:roll_eyes:](https://d38bqls1q93fod.cloudfront.net/en/wow/images/emoji/twitter/roll_eyes.png?v=6" ":roll_eyes:")
In beta there was tons of issues reported and when BFA released those issues were still present and players complained about them on the forums. If you havent run across any of them just what do you do when ingame other then ignoring the issues and thinking its all fine and dandy.
Right, but…what would submitting a GM support ticket do about it?
Perhaps get them to go talk to someone else in the building about their report bug feature not currently working, maybe? Maybe that’s the true problem! The report bug feature is bugged! ;D Beta for azeroth.
It’s definitely exaggerated. They have had a few incidents in the past regarding malware from bad ads (1 or 2 semi-recently), but a LOT of websites of had that kind of incident without the lasting stigma WoWhead has on these forums.
That said, I think it’s the way WoWhead has handled those sorts of issues that sticks in peoples’ minds. WoWhead is ALREADY incredibly over-stuffed with ads. It’s more aggressive with it than any other site I visit. You used to be able to see that easily by just seeing the sheer # of things adblockers were blocking there, until they changed how things load so it only shows up as a handful now despite not actually being any better.
That aggressive advertising is what’s getting them in trouble. A case of a bad ad making it through becomes more likely when pages are as loaded as theirs are, so despite it still being a rare occurrence, WoWhead now gets a rep of being loaded with Malware. And in the couple semi-recent cases of this, they haven’t appeared eager to resolve the issue. Essentially, they want people to pay their monthly sub to get rid of the ads rather than take any amount of responsibility for them.
So, TLDR:
WoWhead is generally safe to use, malware incidents are still very rare, but they’re more common than they are elsewhere and management doesn’t care because they want your money.
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Understandably.
One thing they should no longer be able to do is refer people to malwarehead.
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Or it’s because at one time they were owned by one of the biggest virtual currency suppliers of video games.
Oh and maybe because a lot of people got hacked back in the day by those same types of people. Could be anyways. /shrug
Whatcha think the point of those 3rd party databases were for besides advertising gold sales back in the day? Lol
You are correct, I do not like the option. Sending people to 3rd party websites is poor customer service, and it is a poor business practice when that website is displaying ads for other gaming companies. It frustrates people who contact Blizzard for help. We can agree to disagree here as you don’t mind going to the 3rd party page for help, and I would prefer the company I pay money to provide me with help.
And we can also agree to disagree that it’s poor customer service. It’s another option. I like options. I also like quick fixes and I would much rather be playing the game rather than stuck waiting for customer service hours. I also go to ‘3rd party websites’ to try to problem solve email issues, computer issues, etc. and IF I didn’t know that I could find the answer on Wowhead I would sincerely appreciate being given that option. One which I admittedly would take.
You said you don’t want to use that option. Fantastic! Don’t use it, open a ticket, wait for the response and do your thing.
However, because you don’t like it doesn’t mean that someone else might not appreciate it. Because you think it’s poor customer service doesn’t mean I agree and ultimately you are still getting what you want as the tickets will be responded to.
Just don’t take away my choices because you don’t like it.
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They did provide you with help, you just didn’t like the help. IMNSHO, it would be poor customer service if they did know of a place that has a work-around and they didn’t say how/where to find it.
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As others have already stated, GMs can’t fix bugs, and unless there are special circumstances, they can’t auto-complete quests for you. It’s a very rare occurance. So all they can do is apologize, forward the information to the appropriate team (or request that you do so via bug report) and advise you to go to wowhead (although it used to be thottbot) and see if anyone there has a workaround for the issue.
Provided they’re not unprofessional in their delivery, they’re doing their job. You just don’t like the answer you got.
Bugs found in-game can’t be squashed as easily as bugs in real life.
First, the bug report team has to collect information and they need a large sample size to do it (helps shrink down the cause of the bug), so the fewer people who encounter the bug and report it, the longer it takes to get worked on.
Then they need to replicate the bug by repeating the actions you did, sometimes thousands, if not hundreds of thousands of times until they’ve found a reliable way of replicating the bug.
Finally, once they’ve got enough information, replicated the bug and locked down the part of the game code which is causing it. Then and only then can they start working on a fix. But this takes time because they need to make sure that not only does your bug get fixed, but that the game doesn’t break or create new, more critical bugs as a result of that change in the code.
There’s actually a joke rhyme which covers what it’s like to be a bug fixer in games.
99 critical bugs in the code,
99 critical bugs,
Take one down, fix it all round.
101 critical bugs in the code.
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That wasn’t my point.