Thanks for Nothing!

I'd have to agree with Eseten I'm afraid, the two issues are completely different.

We understand that some players are using an exploit to gain an advantage and yes, it may take longer than we would like to respond to those petitions but we do look into those reports and take appropriate actions for any verified violations that are found.

What you reported, Rexigar, which was addressed back on the 7th of July, was a case of the Master Looter apparently assigning an item to themselves. Though I understand that the others in the raid believed the item was stolen but it should be noted that unless other rules were clearly defined the looting option was on Master Looter which gives the Master Looter the right to determine how the loot is distributed, including benefiting themselves.

In certain cases when a scam may have taken place we will take appropriate actions based on that particular policy but otherwise we do not generally involve ourselves in looting disputes. From what I can see an investigation was conducted and the matter was closed. I would be unable to provide any additional information regarding the matter.

If you believe your petition was not addressed appropriately you are welcome to write to wowgmfeedback-us@blizzard.com. How the petition was addressed will be investigated and if additional actions are necessary they will be done.

Q u o t e:
I do understand 11.5 million players and a lot of tickets generated, but the wait times are ridiculous, 4 or 5 days for a generic response in an e-mail.

Queue times when you originally petitioned were around 3-6 days, your petition was actually answered in a little over 4 days. Though that is much longer than we would like that was what it required at the time. It should also be noted that such scam investigations usually take a great deal longer as it requires a bit more research.

Q u o t e:

Why would such a large corporatoin not hire more people to help out with customer service?

I'm not certain where this idea came from that we weren't, Rexigar. We have been hiring on a near continuous basis since World of Warcraft was originally introduced. We have learned to be cautious when it comes to hiring though as not everyone is cut out to be a Game Master. We don't outsource our CS reps and training isn't a one day affair.

We are working to hire additional staff in all areas and overall improve our response times. It should also be noted that over the years we have continually increased the number of issues that our In-Game Support staff is able to address. In the field of compromise investigations alone we are usually able to restore nearly 100% of the account, including items, gold, honor and arena points, emblems, professions not to mention guild banks that may have been impacted during the compromise. In many cases we are also able to undo unauthorized transfers and faction changes as well.

Current queue times are around 2 days, they have been holding steady there for a few weeks and we hope to see them drop even more. I completely understand your frustration, Rexigar, and I am sorry that we could neither provide the assistance that you wanted or the clarity regarding that matter that you deserved. Please take advantage of the feedback address, it is always important and tends to not only improve an individual Game Masters performance but can impact our current and future policies and procedures.