GM Choosing to not help...?

#0 - Feb. 11, 2010, 8:36 p.m.

Hello.
First I just want to say I'd like a blue response... which to all you little fanbois means I don't care what you have to say, don't even bother posting.

I recently purchased a trinket by mistake with Frost Emblems on my priest. It was a mistake. I put a ticket in because it wouldn't let me return it. At first I get a response that tells me to include the character name, realm, item, etc...so I put it all down in a new ticket and submit it. A GM responds in a very untimely fashion that he won't be able to help me. I ask why are so many other people I know getting things back that they mistakenly purchased....but what makes my case any different?
So I wait for quite some time while he "asks a supervisor" and comes back to say that he still can't help. Well after about 10+ minutes of talking to him, he/she tells me that they are able to refund those things like that but it depends on the situation.
Well, that level of customer service isn't good enough. This is completely unacceptable. I've been paying for this game every month for years and to be treated like this isn't right. Other people make mistakes and get their items/badges refunded. I ask, and it's no go? There's absolutely no reason for the GM to tell me he can't help me, only to tell me a few minutes later that he in fact CAN help but "too bad".
I realize I made a mistake, and I'm sorry for doing so. However, when you don't give customers fair or equal treatment when these mistakes happen isn't acceptable.

So I'd really like an explanation of why it's okay to treat paying customers unequally...
I've been putting up with this type of crap for years now and I'm beyond fed up. If this isn't taken care of fairly like SO many other people in the same situation have had done, both my accounts are being canceled. I know you don't care, what's another 2 accounts when you've got millions more right? Well that's fine, but I refuse to be walked over by your biased GMs again.

Aredek

#36 - Feb. 11, 2010, 10:01 p.m.

The following response was written by one of our new teammates. Because they are still in training and do not yet possess a forum account of their own, they shall be posting via proxy through me.

In this case, the petitions you’ve submitted have been addressed correctly. As stated in this post regarding Alternate Currency Reimbursements:

Q u o t e:
Recently, we’ve received a growing number of petitions, posts, and emails requesting additional assistance with alternate currency reimbursements. We’d like to remind all players that our In-Game Support team generally will not intervene in cases where a purchasing player chose not to use the in-game refund feature. Providing refunds in those cases can facilitate exploitation and undermine the intent of the purchase system.

A Reminder: Alternate Currency Reimbursements

http://forums.worldofwarcraft.com/thread.html?topicId=23042534148&sid=1

This means Game Masters will typically be unable to assist in any requests for a refund or switch for alternate currency purchases, mistakes or otherwise.

If you’d like to have the situation looked into again, or that it warrants special consideration, I’d suggest an email to wowgm@blizzard.com, as they will be able to review the steps taken and ensure the issue was handled correctly. Alternatively, if you feel your petitions were address in an inappropriate or incorrect manner, or if you have feedback regarding the Game Masters that handled the issue or the Game Master department as a whole, an email to wowgmfeedback-us@blizzard.com is the best avenue to pursue.

Aredek

#123 - Feb. 12, 2010, 2:28 p.m.

I believe this question has been answered sufficiently. Failbomb, if you would like the decision that was made to receive further review, send an email to wowgm@blizzard.com. If you feel the previous petitions were addressed incorrectly, that the current alternate currency policy is unfair, or anything else regarding the performance of the Game Master staff, please send an email to wowgmfeedback-us@blizzard.com.

As this thread has flown away from anything resembling meaningful discussion and has devolved into combative /quote posts, it will now be locked.