Preface: This is not to rag at the overworked people doing the CS, but rather the corporation behind it and whoever makes the decisions for how the ticket system is designed.
I have lost count of how many times I’ve had a problem with WoW. I know EXACTLY what the problem is, I can describe it at length, and I need to contact a GM about it. BUT, the game simply won’t let me - you need to categorize the issue, and the categories are woefully inadequate, so that often the option you need simply isn’t there. As such, every category needs a “Not listed” option, because when you’re having problems there’s nothing worse than getting thrown into loops in a system flowchart that doesn’t have an end meaning that they can’t even ATTEMPT to help you.
I generally end up picking something else in the same category, but that isn’t helpful to me (the wrong people might end up looking at it) OR for Blizz (you get skewed data about the kinds of support issues people have). Please, do better.
Considering that their existing options doesn’t cover all the cases of users needing help, removing the Other option is just bad.
Or well, it’s bad if they actually care about users. It’s good if they just want to reduce the number of tickets they get. They can even go another step and remove tickets altogether!
The situations where you truly need help by a game master and there also isn’t a matching option should be pretty rare and if it’s happening to you that often, chances are it’s something that’s better addressed another way, such as using the bug report or suggestion submission options.
Other than that, using the option that you think is closes to whatever you need help with is of course fine as well.
I do use the bug report tool as well, but if it’s a bug that’s been around for over ten months despite numerous reports and posts, and there is no solution or even any sign that you know the bug exists, but there is an easy workaround, then a GM ticket does feel appropriate.
That is not appropriate use of a ticket. Just because it doesn’t look like they know about it doesn’t mean they don’t. A bug report is the right place for any bug you find.
They don’t publish lists of bugs and if there is a workaround then that means they probably know about it.
You increased the amount of characters on an account to 60 (with Dragonflight pre-patch).
If I have 50 characters on a realm and a character elsewhere, I can transfer that to the 50-character realm to get to 51 etc, all the way up to 60.
HOWEVER, the character select screen is bugged, and wipes away the “create character” and “undelete” buttons whenever you reach 50 characters on a realm. That means that if you play on a single realm, it is impossible to use the new 10 slots without paying money for transfers.
The workaround is not something officially posted, it’s just something that was found when trying to figure out if it was a bug or an unintended poor design.
You realise Blizzard will not see your post in General and the only way to bring this to Blizzards attention is via a bug report, but since you say they already know about it there is no real point.
Blizzard get the reports and will fix them eventually. You do not dictate their bug fix schedule.
I’m aware. It just sucks that I pre-purchased Dragonflight and I can’t use the announced additional slots to actually play the new class due to a bug that still hasn’t been fixed in close to a year. I know that I’m an edge case, but having a situation where my only way around it is for me to pile more money on the problem kind of stinks.
Also, let me be completely clear since things have derailed. This is NOT the main reason I made this particular post, it was just the latest case of being sent through the support ticket carousel. It has happened easily ten times during the last year or so, in most cases for things that WERE actually actionable by a GM and that I (after several tickets back and forth to explain) did get handled. It was just needlessly convoluted to actually reach a GM with the ticket in those cases.
GMs do not fix things like the character list, that’s the Devs and the only way to contact them is using the Bug report.
I would have thought that just scrolling to the bottom would make the options appear, in Classic the buttons are there all the time and I only play Classic now.
I think personally that an automated AI system sorts through the tickets first of all then when you ask again it goes to a real person. I did try a few years ago when the number on the character page was increased and made quite a few extra characters and it seemed to work fine then.
I am aware of how this works, yes. GMs are customer support staff, not scripters or coders. They can however sometimes help you deal with the symptoms of bugs, such as when a while back everyone suddenly got cloth and shards in the mail from no one, a GM helped me be able to delete an old character on a trial account by wiping their mailbox for me. Or I heard at least one person when a quest was bugged when the GM was able to grant completion to get around it (though that was an exception and not usually something that’s done these days).
No, it does not work that way. It works that way up until you have 49 characters on the same account, but as soon as you hit 50 the buttons just vanish. Not a bad thing in itself, just needs to be updated with the new account limit which hopefully isn’t a big task considering they’ve updated the realm limit several times before.
Sometimes. And sometimes we get a GM who was clearly overworked and stressed out and mostly skimmed your ticket, so you need to respond to them a few times to clarify that yes, when you said three times in the original ticket that you had tried X already, “Try X” is not a helpful solution. But mostly the GMs are good people who do a good job, and I’m not here to rag on them for occasionally having a less than perfect day.
I’d say I’m about 95% sure, about as close as I can get without any confirmation. The reasons for this are:
When they increased the realm limit to match the account limit in BFA, they did not mention increasing the realm limit to 50, they simply said that the realm limit had been removed. Since then, there has been absolutely zero communication about it returning.
Unlike with the previous realm limits, you are still allowed to transfer characters past this 50 limit to the 60 limit. That tells me that there isn’t ACTUALLY a realm limit as such, but rather a UI bug that makes it impossible to add characters where you would by allowed to by the limit.
It makes very little sense to have a realm and account level both set to 50, and then only raise one of them without any kind of explanation to this fact.
So yes, it is technically possible that they set the limit to 50 on purpose, but if so it’s been badly implemented (since you can still get around this limit via credit card) and not at all communicated. So I’d err on the side of this being an unfortunate UI bug that slipped through because no one testing it had 50 characters on the same realm.