TICKET ID: 102038756
I have been either trolled by a gm who answers tickets or it needs to be fired.
My ticket was asking a legit question and asking for help. The gm closed my ticket and answered absurdly on something else, literally he copy pasted a formated message that has nothing to do with my question.
@Blizz please check and properly address the ticket
You just have to spam them with tickets until you get a legit response.
You sure this is good way asking them help you?
So you admit that, the GM in question wasn’t trolling you and potentially may have used the wrong template as you’ve recognised it being a formatted answer?
As for the message itself, we’ve seen quite a few cases where players were dissatisfied with the response and then declared the template was wrong, but was in fact right. You didn’t mention what kind of issue you had but let’s err on the side of the player: You may open up a new ticket for an inquiry if you believe they gave the wrong format.
not a good attitude if you want help ~
It’s always a good idea to ask for extensive help while demanding that the individual, that initially tried to help you, should be fired.
Mistakes happen. Why should someone be fired because you are dissatisfied by the answer you got?
Usually, best is to submit your question here, if it is something that can be dealt with in public:
Sometimes human GMs answer or the community can help.
Blizzard’s Customer Service is almost nonexistent, unfortunately. Some of us here still remember when it used to be great.
Good luck!
Aye - sadly you have to somehow break through wall of AI chatbot before actual human arrives to assist you to best of their abilities. Kinda wish they’d just get rid of that system and have the ticket wait times be what they are. I’d prefer to wait for proper response than get 7 not useful ones first.
Meanwhile in another topic:
”Why are ticket response times over 2 weeks?”
There’s no AI chatbot, there’s not even a livechat at Blizzard. All tickets are answered by humans with templates to maintain an uniform professional answer to many similar tickets.
Not according to serious and big feedback which you may fill in after the ticket closes with the survey. Ticket times could be as long as 4 to 6 weeks with around the WoD release while it is now between 3 to 7 days with most issues being able to be helped with self-help options.
Very often do I get people complain that GM’s do not help with their “great suggestions, nobody every submitted it, if Blizzard implements it tomorrow they must give me 50/50 share” or “why is this obscure cosmetic bug still not fixed on an item barely anyone ever uses?”
Well, I’m not exactly sure how else I’d describe the answers I’ve seen on the tickets.
Take one of my earlier tickets as example - I was asking how to re-obtain achievement reward as I had lost it, and said item can’t be re-obtained in game. Instead I was given some lengthy message how “Some achievements can have tricky completion requirements”.
Like huh? That wasn’t even topic that was being talked about. If it was human, they really need to look over their template answers, especially when half of them even seem to forget was mentioned in the previous sentence.
I got several answers that looked like they came directly from chatbot, until finally the tone in the replies changed completely and looked like actual human wrote it, which I could easily tag as an answer to my query.
I know they are busy with their work, but it felt so frustrating getting notification how “Your ticket has been answered, see reply.”, followed by need to re-open the ticket when the initial problem wasn’t even mentioned anywhere in the reply or how to proceed.
I acknowledge that they may give a wrong template, it happened to me and some others. In this case, they may have skimmed the ticket then pasted the most appropriate subject template to the ticket which in this case, was indeed wrong.
Yes they are, but a regular GM is not allowed to deviate from the template or edit the main template. Do fill out the survey after the ticket closes though about that you received a wrong answer and they may adjust the template and/or answer category.
Unless it wasn’t actually signed off with a GM name, in very busy times it may be answered with some generic support articles and you may still opt to re-open the ticket for additional help. It will then be something akin to “Game Master Team” or such.
Depends once again, whether if it’s necessary to deviate from the template or not. Atleast, they won’t in the first few replies.
Well, be it what it is - I just wish they wouldn’t train their Customer Support to sound so AI that people mix them up. There are ton of discussions, both on these forums (and US), as well as Reddit how support has been replaced with AI and how it’s impossible to reach actual human and the huge amount of mistakes in the ticket system isn’t exactly helping clear the image.
Overall not sure how constantly re-opening the ticket speeds up the process for either of us, but shrug. I’d just personally prefer not to receive random template answer that wasn’t even related to the problem at hand. Tho, the typo I saw in there made me laugh a bit. I was requesting information about shirt - and one of the replies shortened it, removing the letter “r”. And funnily enough said word is blocked on these forums, so can’t even type it here. 
Hopefully the suggestion I sent about legacy items becoming available again goes through tho. I miss my Wraps of the Blood-Soaked Brawler.
You really write tickets like these?
I mean, you got some other way to potentially gain access to now unobtainable items?
There’s even “Contact us” when selecting achievements and items as problem in Support.
If i were GM i would say that do you wanna try and think again your ticket
Well, I figured that it wouldn’t hurt to try. Sadly we don’t have NPC in-game that provides opportunity to reclaim previously earned achievement and Quest rewards.
They do, after all, provide service for that field as well. Even tho sadly GM’s have lost a lot of their power compared to how they were 15 years ago.
Well im sure he knows that support is not players lost and found office and gm’s cant start restore whatever items players say they “losted” for very good reason.
My advice for spamming them tickets like these is that in future take better care of your stuff
Like I earlier said, they literally have whole support section for achievement and items. Besides, tickets usually have priority attached to them - so I wasn’t exactly expecting reply within 15 minutes of creation.
Also sidenote, wouldn’t exactly call it a spam to contact support 1 time in 20 years of playtime, but shrug. And in case you weren’t aware, that shirt was from Mists of Pandaria, so it’s ancient at this point. WoW could really take a look how FF14 is doing and just add NPC which can be used to reclaim lost valuables. 
But this thread has derailed enough at this point. I’ll be leaving, and wait and see if my (in-game) suggestion ever grows into anything.