Disappointing Response to Ticket

#0 - Oct. 19, 2010, 5:34 a.m.

I opened a ticket Saturday Morning concerning my purchase of the Master riding skill (I have a thread about this already) and long story short I was one achievement away from my violet proto drake, and I happened to buy the skill one day before Zarhym announced that the drake would be exempt from the new policy on mounts where all mounts scale to riding skill.

I decided to try to convince the GMs to give me my money back in exchange for removing the skill from my spellbook, because although they do not generally give refunds, it felt like a much different situation than say, asking for a 900g refund because I bought dual spec a year ago and they dropped the price. This was a one-day thing. And although it was a hasty move on my part to buy the skill, there was nothing to suggest the policy would change the very next day.

My main complaint is not that I didn't get my gold back. I was online when my ticket was answered. However the GM didn't event talk to me. I received a survey form before even receiving the in-game mail response from the GM which basically told me I was SoL.

I feel like this doesn't belong in the Suggestions forum because as far as I know this is already Blizzard policy, but why would the GM not at least hear me out? 500 characters was NOT enough to explain my situation, and I tried to be online as much as possible so a GM could talk to me when they got around to answering. Then all I get is a mail saying "Sorry, that's not how we do things."

Yes, I am irritated that for 3 days I spent more time than I wanted to waiting for a GM response, and in the end I didn't even get 5 minutes of a GM's time. when I had an issue with the last gate in Sunwell not opening, the GM spent 20 minutes talking to me, half of it joking around, which I greatly appreciated. This time around the service was terrible, and I hope I don't have to deal with that again. I am typically not the kind of person to make posts like this, but the lack of face time with someone when I was online is a little insulting considering I had already waited 3 days for an answer.

Vrakthris

#2 - Oct. 19, 2010, 5:55 a.m.

Q u o t e:
And although it was a hasty move on my part to buy the skill, there was nothing to suggest the policy would change the very next day.

The policy did not change, Anxt, it was the functionality of the achievement that did.

Q u o t e:
I feel like this doesn't belong in the Suggestions forum because as far as I know this is already Blizzard policy, but why would the GM not at least hear me out?

I'm sorry, Anxt, you may be basing your assumptions off of a similar but unrelated policy and not the one that addresses requests based on the Master Riding skill issue.

Though we try to speak directly with players whenever possible, during periods of high volume, such as what happens after a major patch, we are simply unable to in many cases. For issues that are clear and there is a standard reply you may simply receive a whisper and more information through an in-game letter.

In this case, Anxt, the Game Master wouldn't have been able to do anything different after hearing you out.

Q u o t e:

Yes, I am irritated that for 3 days I spent more time than I wanted to waiting for a GM response, and in the end I didn't even get 5 minutes of a GM's time. when I had an issue with the last gate in Sunwell not opening, the GM spent 20 minutes talking to me, half of it joking around, which I greatly appreciated. This time around the service was terrible, and I hope I don't have to deal with that again.

Entirely different situations though, Anxt, in that situations they had more time to do so. With queues at 4 days, we simply do not.

I am very sorry for what frustration this may have caused you, Anxt, and I hope you can understand response you received was in no way a slight against, it was simply in effort to get to as many people as possible. As with all interactions though, the appropriate place to provide feedback would be to write to [email protected].

Vrakthris

#4 - Oct. 19, 2010, 6:46 a.m.

I completely understand, Anxt, and you have no need to apologize. A lot of frustration and anger is caused by misunderstanding so I like to provide what clarity I can.

I wish you all the best. :)