Trying to provide more information

Support Customer Support
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Seriously, they ask for more info but don’t allow me to provide it? Ref: * Ticket Number: US104833204

My initial issue - On 2 characters Kashayn and another (lower level Paladin), both on this server are experiencing the same Xmog / collections problem. When trying to xmog, I am told the items cannot be xmoged. In the collections pane, I am being told I do not have the required profiency. Lower level toons do not have this issue, why do these?

The response was worthless, so marked as still having a problem. Second response was just as worthless, but with a new noticed problem.

Well, it is now a SECOND character…and the original issue was not addressed in your response. I have just initiated a scan and repair, and will do so for Anniversary and Era. If that does not resolve the issues, I will try uninstalling and reinstalling the game.

Then they wanted more information regarding the characters. so I provided it. Then they came back and wanted DIFFERENT information but MARKED IT AS RESOLVED!!

Seriously?? Now a THIRD character is affected, but I have noticed something in common. They are all a class that has the ability to go from leather to mail, mail to plate. HOWEVER THEY TOOK AWAY MY ABILITY TO PROVIDED NOT ONLY THE INFORMATION THEY WANTED, BUT THE NEW INFORMATION AS WELL!

So, what gives?

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While I do understand your frustration, disparaging our staff or anyone really is not appropriate.

The first response provided our Support Article on reasons and things to check when you are unable to apply a transmogrification.

The second response was in reference to your sudden mention of possible phasing issues for your character and their advice there. The advice provided was more for Modern WoW and not a Cataclysm Classic character though, so there may have been some confusion caused.

In your case, your character currently has “Rise of the Brotherhood”, that quest line phases the area, but if you turn it in back in Stormwind, and complete the follow up quests, things should return to normal.

I don’t see where they asked for your character name. It appears they asked for the names of the transmog appearances items you were attempting to use. This is the text from your ticket.

“To get started, I would appreciate it if you could provide me with the names of the transmog items you’re trying to use. This information will allow us to investigate the matter further and determine if there are any specific issues affecting those items. While you’re performing the troubleshooting steps, please keep me updated on your progress, and I’ll do my best to assist you every step of the way.”

The last contact seems to be asking you to reset your User Interface, which is also advice from that original Support Article that they linked.

That would have been my recommendation as well as your symptoms, outside of the phasing, sound to be UI related. Hopefully that does the trick.

Please let us know. If not, try to provide what information you can and maybe we can help troubleshoot. Such as error messages, maybe screenshots of what you are seeing. etc…

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So if you didn’t provide more information than you did in this post, its obvious why you didn’t get an answer you were happy with, and honestly thats on you, and you shouldn’t blame the agents for sending you a template response and closing out the ticket, especially if you were even half as antagonistic as you were in this thread.

When opening a ticket you should include the following information

  • Clear 1-2 sentence statement of the problem (don’t make them dig for the issue)
  • Character(s) you experienced the problem on, Name, Class, Level, Server, WOW Version (as example Classic Anniversary)
  • Precise steps to duplicate the problem as example: On May 22 at 5:09 Server time , on my Character XYZ (identified above)I attempted to transmog the item “Dreamweave Circlet” with the transmog “Lionheart Helmet” however got the following error message: ERROR…
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Also make sure you are wearing the right type of gear. I had this issue with my Hunter (exact same error message) and couldn’t for the life of me figure it out. Turns out I had leather in the slot I was trying to transmog a mail piece on. No idea how I did that, and I could have sworn I was wearing all mail armor.

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I’ve done the exact same thing, on a hunter to boot. Had THREE leather pieces equipped and never realized. Only realized when I tried to transmog.

And even worse this character, my main, was using a caster staff instead of an agility one. I was wondering why I was having such trouble with the Delve boss last season. I didn’t discover it until a while later…

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Or, it’s an elusive issue that is difficult to find the exact cause of (or replicate). As bugs tend to be triaged based of severity and impact, it maybe yet to reach the top of the list of things to fix too.

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It may also be the case that said bug fix could break something else that is extremely important to the game engine. As long as they have all the information they need they might be able to resolve it, until then WAIT.

1 Like