Yeah looks like they completely destroyed their customer service department.
Clear sign of a company not run by the people who care about it or their customers.
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*nods… definitely can relate to some of that.
Needing help from a GM puts you in a cosmic lottery and maaaaybe you’ll get lucky and connected with someone useful.
Yep… and when they started the outsourcing I was told that I was an idiot… that blizzard wouldn’t do any such thing… uh huh.
If you write tickets like half of you do posts I wonder why I’ve never had a problem with help who knows.
Blizzard wouldn’t - but everyone from Blizzard is gone. Activision is just an executive suite profit center. They’re making purely business oriented decisions towards making profit. The quality of the product means nothing anymore.
The “soul” of Blizzard was sucked dry of it’s anima.
All the Blizzard GMs are live humans who work for Blizzard directly. Most are at the Austin, TX Blizzard office. Blizzard does not outsource support.
They have always had limits. They are not allowed to give game hints, they are not Devs who fix bugs, they can’t intervene in loot disputes, etc. They can only do what is within policy and what is backed by game logs.
There is a whole article about what they can and can’t do on the CS forum.
They probably took that as a request for a game hint which means they would refer you to a site to read about the game.
The tools they used don’t require them to enter the game anymore for most things. They stopped doing the interactive tickets for most things back before WoD.
They DO have Live Chat and Phone Callback though for some Billing and Account Access issues.
If you have questions about what GMs can do for a specific issue the Customer Support forum is an Information Desk. https://us.forums.blizzard.com/en/wow/c/support/customer-support/13 You can get answers about how to best put in a ticket, what policies are in place, etc. There are no GMs there and it is not a replacement for a ticket, but they can help walk you through the process so you don’t waste your time.
This was not what you think. What tends to happen is that the GMs don’t know about new bugs or issues. If the logs look good to them, and there is no notice distributed to them about an issue existing, then they give the standard reply. However, once many reports start coming in it tends to get escalated to QA and then they get to the bottom of it. GM then get get new updated instructions. Which is what you got the last ticket. Bottom line - QA team, Dev Team, and GMs don’t relay information smoothly or quickly. GMs are last to find anything out so they don’t know of a new bug or what the protocol is for it until later.
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“The new ticket system is the most amazing support system any game has had” - All the guys who hang out in the CS forum and heart every comment from blue posters
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< insert Anchorman meme here >
Eh, no. The ticket system is not perfect in any way. Nobody thinks it is. It is a necessary evil I suppose that with all the players across all the games that there are categories required.
When someone is polite, the CS regulars are more than happy to help guide them through what we all know is a bit of a confusing system.
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Nope, the last gm actually presented me the logs he has found and offered me to restore the item or wait until the wowteams fix.
The other 4 claimed they looked up the logs and all was good (meaning they didn’t look at the logs at all).
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Interesting, I wonder if you got pushed up to a specialist. It also makes me wonder what level of log access diff GMs have. I still suspect if the GM knew the Devs were working on it, that they were told where in the logs to look and were given the option to fix it manually or tell you the Devs were working on a larger fix. Again, communication there is abysmal at times.
TY for the update and insight.
Yes it was “Specialist Game Master Ritorack”. (thank you good sir:D )
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This is partially correct. I know a GM personally and he made it clear that some GMs are just incompetent and lazy. They’ll give standard replies just to fill a quota.
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That’s why all those people who live in the CS forum and heart every comment a blue poster makes have stated several times how amazing the ticket system is and how much of an improvement it is over the original system.
How are automated/robot replies better than talking to an actual person? When we got to talk to an actual person, my issues were resolved every single time I requested help. Now, it’s very rare that I get a resolution.
I submitted a ticket once about having a semi-stuck issue and kept getting back replies saying “We’ve reviewed the ban and found it to be accurate” when I was never banned. After my 4th ticket, I asked for a manager and one replied, apologized and took care of my issue.
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i havent had to open many tickets, but the last 2 in game issues, i was met with canned responses and had to open the tickets atleasts twice each to be told they cant do anything.
first one, on an alt i basically clicked to enter a BG a second after i clicked a portal to ashran from my garrison, and i got stuck. i was in like a lag spike. i could run around, but not interact with anything, or cast spells or even log out. i opened a ticket and next day got a response telling me to check wowhead or icyveins for a fix. reopened the ticket and 2 days later i got a response saying they cant do anything, maybe the weekly server reset will fix it. it did, but seriously?
2nd one, it said i completed all the steps for the garrison mounts, the kill these guys while riding this mount, all of them said completed, but the meta one for the mount would not complete. i opened a ticket and first response? go check wowhead or icyveins… 2nd response basically just said we cant complete achievements for you, go do it yourself. but according to this I DID??? 3rd response again said we cant complete achievements for you, check the achievements for what needs to be done. but it says i completed each one, but the meta wont complete!! so i gave up. why bother trying to talk to them if they arent even going to read tickets. in a later patch, one of the achievements changed from being completed to needing one more kill. i feel like had a GM actually looked at my account, he maybe would have seen there was a glitch and told me what needed to be done, but that is not what they did. i was not looking for it to be completed, or hints on how to complete it… it said i had completed it, it was bugged but the GM’s didnt bother to look.
since then, i dont believe Blizz GM’s are competent. maybe i just got bad luck in WoD, but i dunno. i dont have faith in this company’s CS at all, i used to and thought they were the best, but now… as Garrosh said “Times change”
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My experience with GMs has run the gammut from ones that are just interested in closing the ticket and despite a clear situation that even the CS forum says on a GM can fix direct you to wowhead. To ones that go above and beyond and make sure everything is fixed properly. This is why the CS post ticket survey is important. Because without that… the ones just interested in making closed ticket numbers will always get away with it.
Also I’ve found the CS forum to many times be more helpful than opening a ticket. The means to open the proper ticket (usually half the battle) is arcane in many cases because the system doesn’t do a good job leading you where you need to go. Whereas the MVPs (such as yourself) and the CS folks can often point you in a single post. That alone can save days of frustration.
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<insert Captain America meme here>
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If you use firefox, my suggestion is
and since you know about web design I’d also suggest
I don’t normally like suggesting NoScript because it can brick a website that makes heavy use of JavaScript but if you design websites I’m sure it won’t be too much trouble for you to figure out 
I still want to get around to trying out
some day
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In the past few years I’ve gotten the feeling that there are more or less tiers of how experienced the GMs are, and tickets most often seem to start out at the bottom of that tier. I don’t presume to know anything of their inner workings, but I have also had numerous situations where needing help required me to resubmit a ticket 3-4 times until I got what felt like a real person who seriously looked into the problem.
It’s more than a little offputting when multiple GMs insist that everything is fine, and attempt to close your ticket for you, only for the last person to be like, “Oh, this is definitely not fine. Let me fix that in two seconds.”
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All about that money money! Used to value customers more back then. Many many companies this way now. It starts with somebody who cares and eventually falls into the laps of people who care less.