Is it common for CS to just close tickets without resolving anything? Anyone know how to actually talk to a real person? I’m on my 5th ticket and they just keep resolving and saying “reopen” if you are not satisfied, but the reopen button doesn’t even work. So I constantly have to open a new one. Is it just a way for them to get out of the queue and look like they are doing their job quickly? Probably some sort of “ticket counter”?
What issue are you having? Some folks may not understand how/what a GM can help with. Along with not liking an answer being given.
It might help to understand the responses if you understand the role.
The issue - I was temp suspended (and I am not trying to appeal as I have my account back already), what I am trying to do is understand WHY I was suspended as it was the first suspension in 20 years and I still don’t know what I did wrong. I’ve reached out 3-4 times and they say it’s because you broke T&C. Well yeah, I know that, but what did I quite literally DO? And they keep resolving and saying refer back to our T&C. The issue is if I accidentally did something, how can I make sure I don’t do it again if they don’t tell me I did what they’re claiming I did? It’s so frustrating. At the same time, I am missing 1,000 gold after I got my account back. So I suspect… but can’t confirm because they won’t tell me - that a level 1 that traded me 1,000 gold for some E’ku (worth 1,200 at the time if selling 1 at a time on AH - so seemed like a legit bulk deal), reached out to Blizz and said I did something wrong or cheated or whatever, Blizz never reached out to me. Suspended me. Took my 1,000 gold. And he kept the item. LOL. I got triple Effed if that’s the case.
But the most frustrating part is to keep being told the ticket is resolved, without telling me what I did, and being told reopen the ticket if you want to talk, and then not being able to actually reopen it. It’s like they mention the reopening piece as a CYA.
In this case, that’s consistent with you receiving illicit or stolen gold from an unsupported transation, which is a strict liability offence.
Whether or not you were aware that the person buying the item was giving you illicit gold does not matter. you got it, therefore suspension + gold removed.
You’d have gotten the general class of issue in the email stating the account actions. Even then, the only times they remotely get close to such is chat actions. Everything else is not going to get an answer to that.
Thanks! I never even thought of the illicit or stolen gold tbh. See I would be totally ok with this if they told me. If I messed up, hey, on me. But damn, just tell me. Last time I trade a level 1. Would be nice to get my items back btw 
You should have gotten email about the account action. (Edit: as Zenjy mentioned already.) Last I knew it would mention real money transactions as the category if that trade was the reason. They don’t ever give a lot of details because they don’t want scammers and cheaters to know how they were detected. But you should at least have a category.
Never a good idea to trade gold with anyone you do not know.
Your tickets got resolved and closed because there is nothing they can assist with. They can not give you a exact reason. Even if you appealed you would not get a more definitive answer.
This was considered a trade scam, Mai.
While it may have just been a mistake, that was the result of the investigation. Removal of the gold is standard in that situation.
The bulk deal was indeed the issue, but it wasn’t because of the level 1 (although I’d suggest not dealing with one of those for other reasons), it was because the delivered product was not what they had requested. The offer was for Winterfell, you delivered Wildkin. As I said, may have been a mistake, but that’s what happened. The exceptionally short suspension makes me lean towards the GM also giving the benefit of the doubt this may have been just a mistake, but the logs clearly show the offer, acceptance, and the delivery.
Does that clear this up for you?
A GM won’t go into much more detail, no - and there are some categories we cannot either, but things like this we can sometimes give a little more.
Sometimes the people who answer tickets do respond with the specific details that led to the action but, when pressed to justify dubious decisions, they shut the conversation down, say that they’re(or the person that made the original decision) right, and then close the ticket. Sometimes it’s clear cut. Other times it’s a grey area. Context and history is completely ignored and they make no attempt to empathise or understand what’s happened. It’s quite dehumanising in a way.
Appeal are NOT and never have been a conversation, Andis.
They are for a review of decisions and records - that’s all.
No, they don’t go into detail. That’s not something that they do or have ever done perhaps with the exception of language reports. They used to provide more specifics about what kinds of text for someone into trouble.
Was there an issue you need help with Andis?
Refills coffe pot makes a fresh pot of camomile tea and plays some white noise some of are getting a bit fiesty.
Seeing as you’re making dubious claims like:
It is quite weird you’re asking for understanding from the very team you’re dehumanising.
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