Undying Achievement, KT 10% server lag + wipe

Q u o t e:
Just like the title says, we were in 10 man Naxx doing the Undying Achievement hadn't died on any of the previous bosses. Got to KT, 10%-15% left, server crash/lagged to unplayable standards and wiped the raid. What are the chances we could get the instance either to be reset or re-attempt KT and gain our achievement?

I am sorry, Roamerkill, unfortunately we are unable to reset the instance for you. All I can say is our technicians are looking into all reports of increased latency and realm or continents going offline suddenly and working to keep latency down and all realms as stable as possible.

Q u o t e:
Edited and no response? NIIIIICE

No response will satisfy, so why get into the argument?

I said we were unable to reset the raid, not that the ability did not exist. The ability to do this is not something a standard Game Master could do and it is only done under very special circumstances.

We are simply not able to reset the raid under these conditions.

Q u o t e:
So, lets make this a very special circumstance and get this taken care of for us? I know you can make this happen.

I'm afraid that is not within my power, Roamerkill.

Q u o t e:


Escalate the case then to get to someone that does have the power and can make the decision, please.

The decision was already made, Roamerkill, we are unable to assist in these circumstances, I'm sorry.

Q u o t e:

You made a decision because you do not have the power to reset the raid ID, how can you make a justified decision other then No, if you cannot follow through on that decision. Please escalate the case to someone that has the power to make this decision either way. Thank You.

Q u o t e:

I believe that he's saying that the decision to not allow GMs the power to reset Raid IDs was already made at a much, much higher level, and he cannot counteract that.

Actually, I mean that the decision to not reset Raid ID's under these circumstances had already been made. If you wish to see that policy changed you are welcome to post in our Suggestion Forums.

Q u o t e:


Is that policy listed anywhere the public can see?

No.

What we have available on what Game Masters can assist with is listed here:

http://us.blizzard.com/support/article.xml?articleId=20225

You may write to [email protected] if you wish. Being unable to say yes to a request does not mean that we are not focused on Customer Service, it simply means that some requests can not be granted. I'm sorry if this answer is not satisfactory, Roamerkill.

Q u o t e:
I understand that you cannot grant my original request, you have provided fine Customer Service so far, I would just like to contact someone higher than yourself that might know more in regards to the policy that had been created for THIS circumstance. I would not like to send an e-mail to a feedback account as that is not problem I have, are there any other methods in which I can contact someone higher up then you?

I understand your request, Roamerkill, but what I have told you is true. In this circumstance, when latency or a realm coming down suddenly happens we are unable to reset a Raid ID because of it. Every person in my department follows this policy. From the Game Masters to their supervisors to their supervisors and up. If a policy is changed it is changed for everyone in the same circumstance. Exceptions can not be made for that would be unfair to everyone else.

To request a policy be changed the only place that request can be proposed is on our Suggestion Forums. Our developers and policy makers read the forum frequently, and take into consideration all suggestions, even if they are unable to directly reply to them.

Obviously such a change would not be immediate and would likely not resolve your personal issue and I am sorry for that but that is the only advice I can give you at this time.

Q u o t e:
It's not that big of a deal in the end, we just wouldn't have felt right if we didn't try to get this fixed on all fronts. Thanks for the responses Mr. Snowman. :p

My pleasure, Prestigal, I wish you good luck in your next attempt. <3

Q u o t e:
It is unfortunate that I am unable to speak to anyone higher up then you, and shows lack of support by your superiors. However, I thank you for the help and insight to Blizzard dedication and Customer Service, have a good night.

You can talk to someone higher than me, Roamerkill, through the Suggestion Forums. They will be unable to respond but that is where your post can be reviewed by the ones that can make such changes.