Poor Customer Service

After a mishap with looting the Eternal Ember as the Loot Master for my guild's raid team, I am very careful of this situation. Last weekend, I to leave two of them on the corpses (some error for not being able to award the loot to the player), so that the Blizzard staff could award them properly without being able to use the BoP rule. As you can read below, my team is now royally screwed out of TWO Eternal Embers, because of shoddy support.

This is the response to my initial query:

<I am the Loot Master and cannot give the Eternal Ember to the assigned winner. I have left the Eternal Ember on Shannox's corpse, because the last time I picked it up, I was stuck with it. Please award this to the character Dolittle.>

Thank you, sincerely

~Naught~

<Blizzard response>Thank you for contacting us about your recent dungeon with Dolittle. I am terribly sorry to hear about the looting issue you have experienced, as I know this type of situation can be frustrating. We would love to help, but unfortunately, the only way we are able to transfer a Bind on Pickup item such as an Eternal Ember is by request of the current owner. If you could contact that player and have them put in a petition with all the relevant details, we will be happy to help out and see if we can get that swapped over to you. =)

Sincerely,

Customer Service
Blizzard Entertainment
www.blizzard.com/support

I reopened this ticket with the following:

I didn't pick it up. We left on the body, as per my first message. The Eternal Ember was not soulbound to anyone.

This is the response to my second submission (after looting Beth'tilac):

<I am the Loot Master for my raid. Shannox and Beth'tilac each dropped an Eternal Ember. The awardee is the character, Dolittle. I am getting the message, 'Item cannot be assigned to that player'. Please award that player these two Eternal Embers. I have left the two Eternal Embers on the bodies, so they do not get soulbound to me.>

<Blizzard's response>Greetings Icybaby,

Due to the sensitive and rare nature of the Eternal Embers, the Game Master staff has adopted a completely hands-off approach when dealing with these items. We are sorry to say that we cannot redistribute Eternal Embers in any way. Though our goal is to resolve every issue as requested, certain actions are beyond the scope of the Game Master Department. We regret any inconvenience you may have been caused.

Thank you for your patience and understanding in this matter. We truly wish you luck with your further endeavors in Azeroth and beyond.

Regards,

Customer Services
Blizzard Entertainment
www.blizzard.com/support

(Who the world is Icybaby?!? They weren't in our raid group!!! How lazy can you get? They didn't even change the salutation to read -MY- name...)

It's as if no one is actually reading these and a bot/spider is picking out key words for them to respond to. Now, I can understand the influx of mass complaints (I did that same work for years), but I was in front of my supervisor explaining "just why did I do that?" if I didn't service every customer properly and satisfactorily. I've never experienced such apathy on the part of Blizzard as this. Tech Support has no intention of correcting these issues and I find that very pathetic.

We've had the awardee submit a ticket and I've asked our guild's officers to do so as well. I don't have high hopes...

After a mishap with looting the Eternal Ember as the Loot Master for my guild's raid team, I am very careful of this situation. Last weekend, I to leave two of them on the corpses (some error for not being able to award the loot to the player), so that the Blizzard staff could award them properly without being able to use the BoP rule. As you can read below, my team is now royally screwed out of TWO Eternal Embers, because of shoddy support.

This is the response to my initial query:

<I am the Loot Master and cannot give the Eternal Ember to the assigned winner. I have left the Eternal Ember on Shannox's corpse, because the last time I picked it up, I was stuck with it. Please award this to the character Dolittle.>

Thank you, sincerely

~Naught~

<Blizzard response>Thank you for contacting us about your recent dungeon with Dolittle. I am terribly sorry to hear about the looting issue you have experienced, as I know this type of situation can be frustrating. We would love to help, but unfortunately, the only way we are able to transfer a Bind on Pickup item such as an Eternal Ember is by request of the current owner. If you could contact that player and have them put in a petition with all the relevant details, we will be happy to help out and see if we can get that swapped over to you. =)

Sincerely,

Customer Service
Blizzard Entertainment
www.blizzard.com/support

I reopened this ticket with the following:

I didn't pick it up. We left on the body, as per my first message. The Eternal Ember was not soulbound to anyone.

This is the response to my second submission (after looting Beth'tilac):

<I am the Loot Master for my raid. Shannox and Beth'tilac each dropped an Eternal Ember. The awardee is the character, Dolittle. I am getting the message, 'Item cannot be assigned to that player'. Please award that player these two Eternal Embers. I have left the two Eternal Embers on the bodies, so they do not get soulbound to me.>

<Blizzard's response>Greetings Icybaby,

Due to the sensitive and rare nature of the Eternal Embers, the Game Master staff has adopted a completely hands-off approach when dealing with these items. We are sorry to say that we cannot redistribute Eternal Embers in any way. Though our goal is to resolve every issue as requested, certain actions are beyond the scope of the Game Master Department. We regret any inconvenience you may have been caused.

Thank you for your patience and understanding in this matter. We truly wish you luck with your further endeavors in Azeroth and beyond.

Regards,

Customer Services
Blizzard Entertainment
www.blizzard.com/support

(Who the world is Icybaby?!? They weren't in our raid group!!! How lazy can you get? They didn't even change the salutation to read -MY- name...)

It's as if no one is actually reading these and a bot/spider is picking out key words for them to respond to. Now, I can understand the influx of mass complaints (I did that same work for years), but I was in front of my supervisor explaining "just why did I do that?" if I didn't service every customer properly and satisfactorily. I've never experienced such apathy on the part of Blizzard as this. Tech Support has no intention of correcting these issues and I find that very pathetic.

We've had the awardee submit a ticket and I've asked our guild's officers to do so as well. I don't have high hopes...