I’ve put in three tickets since starting to play WOW all for different bugs I was experiencing. Each time I am replied to by a bot or told that I should “visit wowhead for a guide” despite my issues being the game literally breaking.
There are MMOs out there with customer service that actively allows you to pay for old cosmetic items, or that respond within an hour with helpful information. Is the best that the worlds most famous MMO can offer really an 18 hour wait and a bot with information that is not even pertinent to the problem being reported in the first place?
I’m not here to badmouth them on the forum I just genuinely want someone at blizzard to fix this and put a proper ticketing system in place with GMs that actually have the capability to help.
The problem, unfortunately, starts here. A ticket is going to a GM to review, and they don’t have anything directly to do with bugs (outside EXTREMELY specific ones that the devs allow them to handle). You are most likely getting templates because your issue isn’t anything a GM can handle.
You can put in a Bug Report through the in-game Support page, or you can create a post about the bug on the Bug Report Forum for the QA team to review, but that’s really all we as players can do regarding bugs we encounter.
Being sent to Wowhead is mostly as a way to see if other players have located a work around. It’s not perfect, but sometimes, that’s what it takes.
Tickets are not the way to report bugs so you will get a generic reply usually. I realize it is not helpful at all in your case.
The way to report bugs for Blizzard games is to use the in-game bug report tool or to use the Bug Report forum. That gets the report to the QA team who handle such things. They will NOT reply to individuals usually about bugs though.
Bugs are fixed after they are investigated, replicated, confirmed, prioritized, and assigned. Updates come in Hotfix notes or patch notes.
It is VERY rare that the Devs let the GMs fix individual bugs for customers. Very very rare. It is not something they let GMs done. It can actually make things a lot worse when the bug gets fixed.
That is how it has always been.
Bugs are fixed by QA and Development. Not by GMs, and not on a one by one basis for each account.
I guess thats the other problem I’m experiencing though. The support page is a web of conflicting information. When I go to report a big I get directed through several different links each with differing information. To be honest it feels like I’m just being shut down rather than help. Its easier just to ignore bugs and pray someone else knows how to report it than try to contact anyone who can help.
Agreed. It could be a lot better. This forum here serves as an Information Desk to help folks navigate Support, navigate the knowledge base, explain policies, explain services, etc. It gets folks down the right pathway to get help for their issue, if that is an issue Blizzard can help with.
The ticket system does not do a good job saying - I see you have a bug you want to report, GMs are not the pathway to report bugs. Please use the in-game tool or bug report forum.
It is in a Knowledge base article but that is not what the ticket system returns I don’t think. Here is what it ideally should send you to. First check to see that it is actually a bug, then use the right bug report pathways.
That is the thing though - they don’t provide one-on-one help for bugs. They need folks to report it so QA can investigate, document, etc. It gets fixed for everyone in a patch or hotfix, not one on one. There is nothing to really help an individual player with besides letting them know the report went through to the proper place - and you can see that yourself when posting or submitting it through the tool
Understandable. The Support Pages here can get a little confusing unless you use them relatively frequently and know how to “work” them.
Personally, I just use the Report a Bug feature in-game, and then Google the issue to see if I can find a work around. If I had ever encountered something that is game breaking, that is probably when I’d go to the Bug Report Forum.
The gm staff have been mainly the same since the start, save for they cover all games produced by Blizzard now, not just warcraft. It’s player expectation that gm staff fix the game, and that simply is not the reality. A moderator has written a guide that might help set better expectations for future tickets.
See even this article has contradictions from my experience. I know theres not much that can be done to fix it in this post but I’d just like to see a large company like blizzard make a better effort to at least streamline the process.
Edit: The way its being handled atm is just not up to standard compared to other companies.
If you want to give feedback on such, I believe you can do such on the battle net forum. But to point something out - just saying ‘they should streamline it’ or ‘compared to other companies’. Vagueness won’t help them improve on the system.