Bad Service

Has anyone else seemed to receive bad service since the annoucnement. Before Blizzard laidoff 600 employees i had put in a ticket regarding an error in LFR and it was dealt with within an hour.

The problem with perception is it is often based off limited, sometimes incorrect or incomplete information. I am not able to provide much specific information, though you can find more details in the announcement made by our CEO Mike Morhaime.

http://us.battle.net/wow/en/forum/topic/4079626833#1

What most people do not realize is that queue times after this, were optimal. Meaning that if you called or had submit a ticket they were answered very quickly.

What happened was that we announced the new Scroll of Resurrection promotion. There was a great deal of interest in it, and that, coupled with a few hiccups with the program in the beginning, caused a massive influx of contacts. Shortly after that, while the interested in SoR remained high, and the "hiccups" were addressed, we announced the Diablo III pre-sale and shortly after the the Mists of Pandaria beta opened up.

Keep in mind that those contacts are in addition to the normal level of contacts that we receive on a daily basis.

Basically for the quest bug I was told "ya we know about it try questing elsewhere." very unhelpful for someone going for the zone achieve - now impossible due to linear quest lines.

While our In-Game Support staff would like to help, they are sometimes limited by the issue you may be experiencing. We are not Developers or programmers, we are unable to "fix" a possible bug. We can only let you know that those who do work on these matters are aware of what you are reporting.

My boyfriend also had an issue with a bugged quest in Deepholm. He is now unable to complete the quest lines that will give him access to the Terazane and cannot get the shoulder inscriptions.

Often that has to do with either missing a quest that they were supposed to pick up or abandoning a quest and not recalling where to pick it up again.

The problem is there are no quests for him to get in the zone.. he somehow lost a quest that isn't given by an NPC (one given after you complete a quest out of thin air). Wowhead cannot fix that.

Though several Cataclysm quests can be completed and the next one obtained without returning to an NPC or other point to pick it up, they do often have NPC's associated with them. Wowhead and other associated sites can help by helping your boyfriend determine where they were in the questline and where to go to pick up that next quest.

04/18/2012 12:41 PMPosted by Siekai

I understand that they are likely dealing with a lot of bugs due to the beta (which wasn't out when my quest error happened) but many subscribers as well as myself still pay for the regular Cataclysm/WoW service.

In-Game Support has absolutely nothing to do with game development or bug testings. The delays with queue times have mostly to do with the areas I covered.

04/18/2012 12:41 PMPosted by Siekai

Basically I would like to know if this level of service is going to continue for the future - past Beta and Pandaria's release.

The trouble is, many people only have their own history to go by. If you have contacted In-Game Support while there weren't any big issues happening you would have received a response in very little time, as most do. If you are one of the unlikely ones that seem to experience an issue only when something is going on, you may have the impression that queue times are always days long.

Queue times ebb and flow, based what is happening at the time and we are constantly improving our policies and procedures while updating our tools to make sure we can address every issue we receive as quickly as we can.

The new changes to our reporting interface will hopefully help with that.

http://us.battle.net/wow/en/forum/topic/4427669553

04/18/2012 06:05 PMPosted by Moíra

I'm sorry, but how is "check wowhead" (basically telling someone to go google it) ever an acceptable answer from a GM? I had the same issue in Deepholm after I hit 85 going back to unlock Therazane. I had no idea where to pickup the quest as all known questgivers had no quests to give. I submitted a ticket and a GM looked into it. Instead of telling me "go google it," they found the problem and teleported me to the questgiver (which happened to be in the far southwest part of the yet-unexplored zone).

While our In-Game Support staff is happy to help when they can, there are certain aspects of assistance that we are generally unable to give. Specifically, providing what is considered a "Game Hint" when it comes to quest completion.

Over time we some leeway has been given when it comes to Cataclysm quests, as it can be difficult to figure out where you left off, especially if you abandoned the quests you had. It is likely that you received assistance while some of these policies were still in flux.

The goal is always to allow players to be self reliant, as we are here primarily to enforce the Terms of Use and help in certain situations where players are unable to help themselves.

Many tools are available for players to figure out which quests they have completed. The direction to visit Wowhead is not akin to "google it". It is directions to a site that has proven to be very useful to players, and even has a profiler that can allow you to check which quests you may have completed.

WE ALL put in tickets... *wait time, 2 days 19 hours* x-xpreviously on a different deathwing bug.... had done the same thing(us all opening tickets) and it had been less then 8 hours..While this new reporting update may 'help' somehow, I would sure love to know how...

Our In-Game Support staff is extremely limited in what assistance they can provide in regard to achievements. In rare cases are we able to help, though it depends on the circumstances.

If you experience an issue with an achievement please have one person submit a ticket. One from every member of the raid doesn't help speed it along and can serve to actually cause a greater degree of confusion.

Folks, please keep it civil.

04/18/2012 08:14 PMPosted by Palaurus

Bot GMs do not exist. EVERY SINGLE TICKET players file is seen by a human.

Though to be fair, our systems do try to categorize tickets that have been submitted so that they can be directed towards the support reps that can best address the issue. There are certainly times when that categorization hasn't gone the way it should have, resulting in some confusing replies. :)

04/18/2012 09:57 PMPosted by Tyriene

what do you mean its not a bug? of course its a bug... i made a lock i got to lvl 9 i got bored out of my mind i wanted to mail my boa over to my priest and i couldnt how is that not a bug?

A bug would be something functioning in a way that wasn't intended. The lack of a mailbox isn't necessarily unintended, though it can be considered an oversight. It would be best to post such feedback in the Bug Report forum. That way our Quality Assurance team can confirm if it is or is not intended and if not, perhaps getting a mailbox in place.

I mean exactly what I said, it is not a bug... there is no mail box on purpose. It is NOT a bug. They want you to complete the starting area before you worry about mail.

:) It is difficult to determine the motivation and desires of an entity you have no direct contact with. While entirely logical, it is usually not a good idea to guess. The lack of a mailbox can be intentional, or it could be an oversight. It could have been intentional originally and revisiting the subject could result in one being added. You never know.

I think this thread has run its course and I thank everyone, well most everyone, for remaining civil and on topic.

Siekai, if you do return and your boyfriend still needs help figuring out where he is in Deepholm, please create a new thread. We may be able to take a closer look and give some direction.