Nice trolling, Saneko.
My expectation as a customer is very simple: if I am paying for a service and that service is not working correctly, I should be able to report the issue through support.
I should receive confirmation that the report has been received. That confirmation may be automated, but it is still important because it proves that the report was not lost due to a technical issue and that it exists in the system waiting to be processed.
Once received, the report should be categorized, prioritized, and, if necessary, rejected immediately. After categorization, it should be assigned to the appropriate team for investigation. That team should either work on the issue or decide that it is not a problem worth addressing, but in either case they should communicate their decision.
At the end of the process there must be feedback. Whether the issue is considered a bug, working as intended, scheduled to be fixed in a future patch, or simply not something they intend to change, the customer should be informed. The customer should also be able to respond, provide additional information, or challenge the conclusion if it appears incorrect.
This is how a normal support process works in the real world, whether we are talking about software companies, online services, or games. League of Legends support, for example, follows this basic principle.
Blizzard does not provide even these fundamentals for World of Warcraft.
It is not the customer’s responsibility to categorize a problem as a bug, a feature request, a user error, or something else. That approach inevitably leads to situations like this one, where every channel can simply say, “Sorry, your issue belongs somewhere else.” The customer gets bounced from one bucket to another while the problem never even reaches the investigation stage.
If something does not work, or technically works but is unusable in practice, I should not have to determine whether the cause is a programming defect, a UI issue, a design decision, or an intentional gameplay choice. I have neither the tools nor the information required to make that distinction.
What I reasonably expect is to be able to report the problem through a single channel, have it processed according to its priority, have the process properly documented, and receive meaningful communication and interaction throughout.
And sorry, but I did not understand your last sentence…
So if a development team does a poor job, fails to test their work, has no QA team properly reviewing it, and it ends up being deployed to production in a broken state, does that mean I can do their job for them by taking the time to at least perform the basic testing of what they claimed was ready?
Was there even a single employee who sat down and said, ‘Let’s run a test dungeon with a Death Knight’? If there had been, they would have immediately noticed that the visual effect of Defile is problematic, obscuring other ground effects and significantly harming the gameplay experience. But that’s just one example. Let’s take a more recent one.
Has anyone from the development team or the QA team ever actually played through the Blinding Vale dungeon? How is it possible that pale green circles, meant to indicate poison pools created by one of the mobs, are displayed beneath a shiny greenish-yellow water surface? Seriously, was there not a single person who said, ‘Guys, this isn’t going to work, you can barely see this even while wearing glasses’?
To sum it up, they should write one simple rule on the office wall: ‘TEST WHAT YOU BUILD!’ If you’re developing a Feral Druid, don’t just prove on paper and through theorycrafting that it’s fine. Sit down, play it for a while, try it yourself, and you’ll quickly find out whether the math actually translates into a good gameplay experience.