that’s just not true though.
while they will initially send a pre-formatted response, it still gives you the option to request further assistance if it doesn’t solve the issue.
there are plenty of things which they can and will help with.
however, a lot of things which they used to do, are now available as self-help options… which means players can resolve the issues themselves, without the extended wait.
eg: item restore, mail return, character unstuck etc.
GMs are under instruction to be “hands off” when it comes to bugs, because messing with things can cause more issues.
If people have a bug which is preventing them from progressing, they need to wait for it to be fixed… and if something is preventing progression, it’s going to be a priority fix which will get pushed out as soon as possible.
…and a lot of things which players WANT them to help with, just aren’t a part of their job.
No, they’re not going to help with your homework.
They’re not going to do your taxes for you.
They’re not there so you can make a ticket because you’re bored and want to hear a funny joke.
It’s amazing how many people simply don’t understand their role, and will protest “I’m a paying customer, I should get what I want”.
…and then there are the super-snooty ones, who will also throw in “i’ve been playing since X and i’ve spent $this many dollars on Blizzard products, you should do the thing I want, because I’m clearly more important than all the other customers”.
Too many people are unfamiliar with the role of GMs, and get snippy when they don’t get their way.
(edited to add this link)