Deleted and or missing CS/GM tickets?

#0 - July 23, 2010, 10:24 p.m.

Ok, so when did Blizzard start the polocy that if the in-game GMs don't like a ticket you initiated, they simply delete it?

I have had this happen multiple times recently, it will sit there 1 - 5 days with the "We are experiencing a hig volume of tickets." crap then poof, just gone, what gives? No answer, no email, and supplimental ticket responses say they cannot find them.

Has in-game Customer Dis-Service stooped so low that they just trash what they do not want to deal with now to reduce the load?

Aredek

#9 - July 24, 2010, 3:18 p.m.

I sincerely apologize for any confusion, Valantra, but it appears that you've been given a response as a result of each of your most recent petitions. Your ticket has not been deleted or "trashed." Instead, an offline response has been given for each petition.

We appreciate your assistance when it comes to bringing possible policy violations to our attention; however, we must remind you that we will be unable to reveal the results of our investigation, and may elect to leave a name unchanged if we do not feel it is in violation of our policies. While you're welcome to disagree with this decision, submitting multiple petitions to continue to report this name is entirely unnecessary. Should you feel that a member of our staff has mishandled your petition, please feel free to email [email protected] so that a supervisor may review the issue further.

I appreciate your patience and encourage you to continue bringing new concerns to our attention.

Best wishes and good luck.

Aredek

#11 - July 24, 2010, 3:51 p.m.

A response was offered on 7/23 at 16:25 GMT which stated:

Q u o t e:
First I wanted to thank you for taking the time to talk to me today. Unfortunately I am unable to chat with you directly about your issue. However I have received and reviewed your petition about the potential naming violation you saw.

Thank you for taking the time to report this issue to me! As a player myself, I know how upsetting situations like this can be. I want you to know that I will personally look into this and make sure that the issue you reported is handled appropriately.

Of course, due to privacy concerns, we will not be able to notify you of our findings; however, you may rest assured that any and all policy violations found will be actioned accordingly!

I hope that I have helped you today [removed your alt character name for your privacy], if so please select "Message Read" and this will close your ticket and open a short survey! If you need more help or have any other issues, please make sure to let us know!

Also feel free to leave any and all feedback at [email protected]!

Aredek

#13 - July 24, 2010, 4:19 p.m.

I see that you submitted a petition from this character 18 hours ago that is still open, Valantra, but before that, the last petition I see submitted by Valantra was submitted nearly three weeks ago.

Aredek

#15 - July 24, 2010, 5:10 p.m.

We're unable to "delete" petitions, Vaewyn. We have a permanent record of every petition submitted. We can close the petition, but the record will remain. I've never seen a ticket disappear off the face of the earth, but I'll definitely keep an eye out for similar reports so that I can forward the information along! Nevertheless, it does not appear as if your petition was closed or deleted maliciously, so you may want to simply create a new petition so that we can look into the actual issue for you.

By the way, I completely understand any frustration that you're experiencing. You've handled yourself perfectly well, so apologies are truly not necessary. :)

Aredek

#19 - July 24, 2010, 5:40 p.m.

Q u o t e:

Information already provided by Moderator: Your troll is invalid!
Level 1 post: Your troll is invalid!

Read before you troll fanboi!

I do not believe Mourninglory was attempting to be bothersome, Vaewyn. She is genuinely interested in helping people, and was simply trying to offer additional advice.