Third rate customer

[Sendryn-sentinels]

@Elk-thaurissan

Essentially I’d asked how to access ‘ The Laboratory of Mardivas’ and they’d explained where it was

That hasn’t been something they’ve done in many years.

Here’s some old posts from Mirasol on how things work with GMs:

@Mirasol-mannoroth

Blizzard does not allow the GMs to give game hints, does not allow them to fix individual bugs on accounts (most of the time), and does not allow them to take bug reports.

Any ticket that they think is asking for that kind of thing gets a template pointing folks to the most common issues and player resources like Wowhead.

@Mirasol-mannoroth

Keep in mind, GMs are not specific to WoW, they handle all Blizzard games and services, so they are not WoW experts specifically.

@Mirasol-mannoroth

Because that is not normally something GMs are allowed to help with. Not unless a Dev has given them permission and a specific work around. They normally point you to Wowhead for hints on how to do the quest or any work arounds. If it is still bugged, you have to just put in a bug report and wait for it to be patched for everyone.

@Mirasol-mannoroth

• They don’t give game hints or help people find where they are in a quest line. They will point you to Wowhead or the forums.
• They don’t take bug reports, QA does. They will tell you how to submit a bug report property via the in-game tool or the bug report forum
• They don’t fix individual bugs on accounts, with VERY rare exceptions when the Devs permit. That tends to make things worse so they don’t tinker with individual accounts. Bugs get fixed in hot fixes or patches when the Devs fix it.

@Mirasol-mannoroth

They are not allowed to give game hints, they can’t fix individual accounts that experience bugs - with RARE exceptions, they can’t grant loot that is not backed by logs, they can’t grant achievements, they can’t reset raid IDs, etc.

When you ask for something they can’t do, the generic reply is to check Wowhead for how a quest works/item works/boss drop works, etc. If it is a bug you use Bug Reports in-game or the forums and have to wait on a Dev fix for most things.

If you got told that they were done with that particular issue and could not help - then you really pushed it to the point the GM had to tell you that “no” means “no” and that is final.

You can always come to the CS forum which serves as an Information Desk. Folks there can help someone navigate the Support system, knowledge base articles, explain services, policies, etc. It can prevent a lot of wasted frustration and time on the part of the player trying to get help, and the CS folks taking tickets. At least you would know up front if it was something you should not waste time on ticketing for.

@Mirasol-mannoroth

Blizzard has never allowed GMs to give what they consider game hints and GMs don’t take bug reports. Those go to QA. So if they think the ticket is asking for one of those two things they send a template with guide resources or point folks to the bug report channels.

Not saying I agree with it, but that is how Blizzard’s GM team has always worked. If it is not a very specific bug the Devs have told them they are allowed to touch, they can’t.

They can’t just fix everything customers want fixed, as nice as that would be.