Is this something that has been happening only to me or did it become a normal thing? I’ve opened a fair amount of tickets within BFA duration and I just noticed that GM’s didn’t respond to a single one while I was in game (most of them were opened from within game menu).
Most of the times I was online when I recieved the response on my mail saying that my ticket has been resolved/need more info, but never did I got a whisper from GM within the game. As I remember that was a common thing for them, especially when they need more info.
It’s become a normal thing. Customer Support is overworked to the brink of extinction so unless they really need to talk to you directly, they’ll simply copy / paste some macro answer into your tickets, hope they help and mark them as resolved.
My favorite parts are where they don’t read what you’ve written but only look up the catchwords in your ticket, thus create an incredibly unhelpful answer with a ticket that needs to get reopened several times.
I can’t really blame them, though, I wouldn’t wanna swap places with them, especially not after Activizzard fired several hundreds of its employees. And that in combination with apparently awful pay? No wonder quality in service is dipping.
people used to always talk back, argue and ridicule gms who chat with them so blizzard stopped doing this. they now just send you a copy pasterino response telling you that they cannot do what you asked and only the automated tools can be used.
Well thank the morons for having a hard time trying to contact a GM directly.
Last time I managed to was soon after (a month) gnome HA was released. And then it took me 2weeks to convince the GM to log in to fix my problem (phasing issue).
Back then when AJ and EJ was around people would constantly post chat logs with GMs and ridicule the poop out of them in long threads and of course Blizzard ends up seeing them. It’s essentially bullying and that’s why they don’t make them talk to players anymore directly.
My point still stands as is my opinion of these people.
Of course I would go way harder on them, considering they literally bullied people who just did their jobs to the best of their ability, but I would rather not get negative points.
Same thing happened to me, I was banned for 24 hors on the forums, and received an automatic mail saying I was banned and to read the guidelines and all that… So I opened a ticket and wrote a long explanation trying to get the ban lifted as I felt didn’t break the rules… And big surprise I get a response with the EXACT same words from the automatic mail… Got a bit pissed off but I know Blizz fired 800+ employees many of the from support so I know they are properly stressed out from all the tickets they get. So, I just sighed and left it there
Also don’t forget Tickets might be slower this year than usual, you can’t get mad because it’s slower, SL soon, Covid19 haven’t made it easier for people, work from home, etc etc etc, people sick, family sick, etc etc, it’s been an awful year, and people have to expect things to be slower.
It still does happen, a thread I opened was once filled with trolls who derailed it and the moderators made the thread invisible, even though no one but the trolls were to blame. I made a ticket, and the GM reached out to me while I was playing WoW.
I think it depends on the activity you’re performing in-game. I was questing through Silverpine, so nothing shocking there. But if you spend a lot of time in Dungeons, Raids and PvP, they probably send an email.