Customer Support Confusion

Community General Discussion
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Hello.

I reached out to the customer support today about a particular issue that I have… You see, for the past week I’ve been doing the Ember Court daily trying to farm the “Be Our Guest” as it is the last achievement I need for the meta. However, only today I realised that I am still doing the event with only two guest slots while my Ember Court is at level 5.

I have the quests for additional slots complete but I am unable to find the items to add slots anywhere. I checked bank and everything.

So, I reached out to the support in order to receive the items again. Someone had this issue in April last year and his update said he received the items after asking the support.

To my shock, I am now spinning in circles with the support as they are telling me to submit a bug and they are virtually ignoring my begging to have the items resent. It’s not rocket science to put 2 and 2 together and figure out that somehow I managed to get rid of the items at some point and I need them resent to the character. What kind of a bug am I supposed to report? How does it help me? How will I receive the items again when this mysterious “bug” is fixed?

Just what is going on here? Can someone reasonable help me??

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The thing is… They know very well where they are going with this. They want me to farm it on another character (and collect billion anima AGAIN).

You see, I already made a similar post when I was asking for restoration of “Red Cricket” item and I was told back then that the policy for customer support has changed. I had to re-farm the item on another character, however, when I later reached out for restoration of a pet for an achievement, I had it instantly re-sent to me.

So the logic is:

It can be done on an alt - > Too bad farm it again and waste your time.
It can’t be done on an alt - > We’ll gladly support you and show everyone we are the best bots… sorry… support in the world!

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its sad but i know what is the problem your facing.
from my experience i can say i had some odd and confusing experience with them before.
some of them directly will say we dont help even if its the right to do .
and some of them helps you as soon as they can.
Honestly i dont know how their system and their Departments works.

i remember a while ago i had a big problem and asking a question about it and everytime i was getting a Different answer for them same question from them.

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Recently i did this achievement, but i did not stumble upon such bug.
In my case i have completed EVERY quest in the Shadowland’s campaign prior doing this achievement, i did not use any skips or anything, i did it on the OG Shadowlands character, which i started during Dragonflight (I did not owned latest expansion at the time)
Not sure if its matter, but its maybe worth to mention for reverse engineering and to find the cause of this bug.

If it is bug indeed, i would suggest you start progressing this achievement on another character, because waiting for response/bug fix is not worth the time, achievement itself ~1 week long.

When it comes to old content bug fixes, we still have GLOBALY not working Tormentors of Torghast event, which is requirement for the Korthia meta achievement Breaking the Chains, since ~TWW pre-patch, and Blizzard actually responded with “Fix will be soon…” - still not fixed, btw. So, you decide.

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If I start from scratch on another character, we are talking about weeks, maybe a month or two, because you also need the weekly souls to upgrade Ember Court.

Like sure, Red Cricket took me maybe half an hour, but redoing this all over again, especially with the additional “decorations” (refreshments, etc.) unlocked already on this character, is just definitely not an option.

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how recent was the lost items ? what i have learned from few people is that if the item that you want restored is from a recent occurence .in most cases the gm are more accomodating then for the items that you lost alot of time ago .

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Since SL came out toward the end of 2020 and Venthyr was my first covenant, I’d guess I hit level 5 of Ember Court a few months into 2021.

It’s a decent theory; however, I had “A Celestial Invitation” recovered a few months ago, and I completed the achievement for it in early 2020. So, pretty much a similar timespan.

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then my suggestion would be to make a new ticket .after 3 or 4 tries you actually get a person on other end who might be sympathetic to your cause and might restore the item

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Reply by the fourth GM was basically a copy-paste of the reply by the third:

We understand how frustrating it can be to encounter issues while playing, and we appreciate your patience as we work to resolve them.

Here’s what happens next:

1. Our team will review the bug report you submitted. This helps us understand the issue and its impact on your gameplay.

2.The bug will be investigated by our developers. They will look into the details you provided to identify the cause of the problem.

3. Once the issue is identified, our team will work on a fix. This may take some time, depending on the complexity of the bug.

4. We will include the fix in an upcoming patch or update. Keep an eye on our patch notes and announcements for any updates regarding the issue.

We know waiting can be tough, but please know that your report is important to us, and we are doing our best to ensure a smooth and enjoyable gaming experience for everyone.

This is dreadful. Absolutely dreadful. I feel like a customer who’s actively being discouraged from playing the game. After all, what reason do I have to log in now as an achievement collector if they are unable to do this simple thing they did last year for someone else?

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well sadly it has been like this recently .but dont give up i am sure your problem will be solved through your next few tickets

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Makes me wonder if it’s possible to get banned for sending too many tickets…

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unless it is a suspension or a ban that you are discussing in ticket i dont think they will suspend you unless specifically said in a ticket which i dont see in their current reply to you .just keep things civil and on point for item restore .

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Jokes aside, maybe this will be faster than waiting for help.

Recently, i had a problem, caused by TWW pre-patch phased Dalaran, which makes any of my lvl70 unable to do/complete Legion quests in Dalaran (Missing NPCs). Bug fix itself, if you own TWW and progress further in TWW questline, which was not my case.
I made a ticket, and an actual GM responded in my whispers and progressed me through bugged quests, i was so happy! That being said, couple of quests later, i again had this bug with ANOTHER quest. Made the ticket, got a lot of AI generated responses and my questline progress is still at this point upon this day.

Also, you should try to have real human to talk with you in those tickets.

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I understand how you feel, as someone was previously assisted in the past regarding the same issue.
To provide you with some insight, if we assist you and our developers identify the issue, any compensations or retroactive fixes might not apply to you because we, as Game Masters, intervened.

We want to ensure that you receive the best support possible, but sometimes our involvement can affect the outcome. This is why it is very important and necessary that you and all other player submit your bug reports and report everything that might not be working as intended.

I fully understand how this may be a different outcome from what you were looking for, however I do want to assure you I would provide you with a workaround or alternative if any were available. I truly appreciate your patience and understanding.

Should you have any further matters for us, please do not hesitate opening another ticket, and we will assist without further ado.

The replies are just getting worse and worse.

I don’t even understand anymore.

Edit:

Well, after explaining my over-10-year-long journey to them and saying that from now on my only purpose in the game will be to log in, check mail for Guest List Page, and log off, all I got was:

Since you’ve already submitted a bug report and posted on the forums, you’re taking the right steps to bring this to the attention of our developers. They will review your report and investigate the issue further. I encourage you to keep an eye on the forums and patch notes for any updates regarding this matter.

I truly wish I could provide a more immediate solution, but please know that your feedback is invaluable, and it helps us improve the game for everyone. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We’re here to support you and ensure you have the best experience possible in Azeroth.

Guess this is it. But I did alright… 44k+ achievement points, 900+ mounts, 800+ toys, 1000+ unique pets.

Nothing lasts forever, I suppose.

Thanks for trying to help. Take care, friends. :wave:

One final edit for future reference:

Here’s the summary of my experience with the customer support:

  • One GM told me that support depends on “specific circumstances” and individual factors.
  • Another told me outright that GMs can’t grant those items at all.
  • Then one said they don’t recommend trying to redo the entire achievement on another character.
  • A forum blue post later told me that I should consider starting from scratch on another character.

The argument of a “policy change” only came up as a last resort, after those multiple conflicting explanations from different GMs.

I fully understand that item restoration policies may differ for items that are farmable versus those that are not, but in my case, I was told not to farm the item again. That creates a unique scenario where I’m not being allowed to re-earn the item nor receive support assistance, effectively locking me out with no path forward.

GG

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It almost sounds like some ai responded to you instead of a real gm .

Good luck with your future .i hope your next game treats you well and has great customer service .

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Although I haven’t played the game for about a week, I’ve been thinking a lot about the situation, and since my ticket was still open, I decided to reach out for some final clarity regarding the policy and how to proceed since I was not advised to re-do the quests on another character. I made sure to approach this calmly and politely.

Unfortunately, I didn’t receive any clear answers. Instead, I was warned that any further contact about this issue could lead to account action. What’s even more concerning is that this seems to be a trend now, as I’ve seen similar reports across forums, Reddit, and third-party reviews where players are left without answers and threatened when seeking clarification.

It’s disappointing to see that, alongside increasing monetization and ongoing technical issues, players are unable to rely on support for assistance.

Truly hard to believe how things have changed…

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18

As someone that works higher up in a customer service branch, I have some bad news for you.

Generally, the trend with all the companies is just completely gut the CS departments inhouse, and outsource 10% of that manpower to 3rd world countries. Give them maybe a quarter of the training that your initial employees had and expect that like 1 Filipino or Indian will do the work of 4-5 EU or US employees.

Also, they forcibly want to reduce the amount of tickets their CS receives (noticed how it probably takes you ages just to get to the option to submit a ticket? that’s not a coincidence), in order to be able to further reduce the workforce in that branch by artificially removing the need for the people they have (less tickets = less need for workers).

In short, customer support is either dead or completely done by AI which is a fancier version of getting tossed to the FAQ without any real assistance. In other words, don’t bother. You are either talking to a minimum wage Indian who does not care and will swap these types of jobs on a monthly basis, or an actual AI who again, does not care.

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