Ive heard that sometimes the response hasnt been nothing related the ticket and with link to some support sites page that were not related their ticket. Those wowhead links Ive not heard yet, seems pretty random. I guess this is the future with chatgpt and the like now 
Don’t get me wrong, there are a huge number of tickets that they can’t deal with or the answers ARE on Wowhead.
Lots of people don’t google their issues first.
I consider that stupid to assume that without asking them first, they have a whole system to find questions before making a ticket and then link something random that may not even be related, i consider that disrespectful.
Asking them would just add one more interaction that may not need to happen. It’s inefficient regardless of your thoughts about it.
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I agree it would be infuriating to raise a ticket to be met with a question ‘have you tried wowhead’
At the other end of the spectrum, I’m starting to find the ”false empathy” of some companies customer support agents really annoying too.
“Hello Mr Worgen, I’m sorry to hear that you’re experiencing that issue. I know how frustrating that can be. I know I wouldn’t want that, so I’m going to do what I can to get it resolved for you. Let me just transfer you to the department that can help.” [So that they can fob you off as well and get rid of you without doing anything either.]
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I don’t want to be mean, but these kind of “issues” where people cba doing something (or Googling something) that takes 5min max and want Customer Support to do it for them is the reason why we have chatbots to decrease the burden on the actual humans.
If people only used the ticket system for legitimate reasons and not “I don’t want to click on every realm, do it for me”, you wouldn’t have to wait days to get your issue resolved.
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Former GM here. From Shadowlands launch. (The ammount of refunds i had to do or decline was insane)
Customer support is not made of blizzard staff. The people responding to your tickets are outsourcers not affiliated with blizzard at all. Some of them are 50 year old people who know nothing about the game or never played a game in their lives.
If you are annoying enough, they transfer you to what they call a “Champion” which is someone who actually knows the game.
They have a script they copy paste on certain keywords. This is why you write a ticket like “I cant use the name of the character i deleted”, and the reply will be “Blizzard cannot release unused names from other players and blah blah blah”.
Thats the truth. Blizzard would rather outsource than to hire staff for themselves because its cheaper.
EDIT: as a side note, we didnt only deal on WoW. We also had to answer tickets from Hearthstone, Overwatch, COD, etc.
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Its literally a rule they have.
In Shadowlands launch we would have an “Empathy Seminar” in which we just had to rephrase any response with a “Im sorry to hear that” or a “I tried everything but blah blah blah”.
The GMs are not players. They dont care.
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It’s easy to forget sometimes that they’re not cause of whatever problem exists. I always try to save my enrage timer for the people that deserve it, when/if I can get to them.
This! Just look at the forums and you can see that when people are claiming supports being unreasonable it usually followed by a toxic barrage of abuse. I wonder if they’re being unhelpful or “you” just didn’t get the response you want. Not you obviously I mean the people whining
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Funny every time I’ve needed help they’ve been fast and helpful
Customer support is always going to be the least well setup part of any company.
They do nothing but cost the company money after all. In addition to their salaries, they also generate lost income through refunds, compensation, and in some cases, free items for customers as resolutions.
So it’s not a massive suprise that no business considers it important in this era of “buy and it and then buy it again when it breaks” era of consumerism
And yet, it is harder to get new business than it is to keep it. Cutting back on CS is a failing component of Blizzard atm. They only ever react to lack of sales or engagement, sadly.
I had a GM once logged into my character fixed an issue with my bugged profession for me. Now i cannot even get my lost Netherwing reputation back, all i get is automated reply from “GM”. Customer support does not exist anymore
I find making a ticket already so daunting and painful these days that I haven’t bothered in 5 years or so 
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Not really.
It’s always a matter of “did this employee do their job well enough that you want to recommend this company”, and never “if you didn’t get the help you needed how can we (as the company, not the lowest paid employee who’s probably been here for all of 5 seconds) do better in the future”.
I hate these surveys (not just Blizzard’s, they’re the same everywhere), because a: this interaction I have just had is not the reason I’m going to (or not going to) recommend this company - in fact, I’m not, ever, going to recommend a company to anybody.
and b: You (as in company) hired this person, I don’t know their job description (or the company policies) well enough to know if they did their job. I always choose to assume they did do their job and I’m going to lie through my teeth and claim they did it well (or just say it if I think they did).
But if we’re going to stick to the subject of this thread:
The short answer is: greed
I needed help with an issue and it took a year and a multitude of tickets and posts to finally get it fixed. And seeing as there loads and loads of similar stories, id say you just got lucky.
Only read the title but you can’t get depress from something that doesn’t exist. I call fakenews!
Every single player on AD?
This seems to be a recurring theme with you, is there something you’re either hiding or want to tell us?
As for my last interaction with a gm.
Responded in just under 7 hours and was resolved immediately.