Our guild Gob Unit on Living Flame did the Nightmare Grove raid on the second reset, and found that we were still locked out of getting loot because we did it the former reset. Clearly a bug. Only those who didn’t do it last reset could loot the boss. We submitted a ticket to Customer Support asking for a single item (Trance Stone) to be distributed to our druid Slæm, and after many responses which all sounded exactly like ChatGPT, we were finally told that the Game Masters no longer have the ability to provide any sort of in-game assistance. We pay a monthly subscription so that they can cut costs on customer support leaving it an empty shell of what it once was, completely useless and unable to perform even the most basic support that we deserve as customers. Why are they even called “Game Masters” when they can’t access the god damn game? What part of the game are they masters of?
Why are we paying for this? We are extremely tired of the poor product quality and service offered to us playing SoD, and find it hard to justify giving them more money. The least they can do is assist us with the issues they’ve created as helping us does not negatively impact the experience of other players, but apparently they’re too cheap to even give such capabilities to their customer support!
CS uses templates which is a customer support industry standard to maintain an uniform answer across many similar tickets.
That said, I am aware the SOD lockouts were bugged so it should’ve reset for you properly then you wouldn’t need to create a ticket. If the GM’s don’t get a policy to assist with lockouts or even certain loot drops then they’re hands-off.
Which is very annoying in such cases.
I definitely recommend to submit it as feedback once the ticket is closed about the policy.
The unfortunate thing is that they used to have much more liniency in and capacity to do things like this on a case to case basis.
Until it started becoming the norm to abuse it…which is, and I very much doubt this is purely coincidental, more or less around the same time they started gutting CS as a whole and restricting their ability to directly influence things in the game.
SO as much blame as Blizzard sometimes rightly deserves for the current state of CS, if players hadn´t repeatedly abused it and proven over and over that they would continue to do so if allowed, it may have never gotten this far. As usual, idiots are the reason the rest of us can´t have nice things
The GM made it very clear that they no longer have the capability to assist with such things. I know that certain groups have had their instance IDs reset but that was apparently by contacting developers directly on Discord in some sort of help desk channel… ? I don’t know. If customer support themselves were able and allowed to do it then we would’ve been assisted with this issue. Instead they just said “thanks for the feedback, but we don’t have the tools to help you anymore.”
Well, on teh other hand, would you prefer they just lie to you instead and say “we’ll see what we can do”, knowing full well that there´s nothing that they can do, thereby wasting your time on purpose? Because they´re not getting teh tools to do so back any time soon, that ship sailed well over a decade ago…
Then GMs should’ve been trained to recognize when people are trying to abuse it and when they’re not. I believe they already had such training. They absolutely wouldn’t help you without first verifying that your issue was indeed caused by a bug or whatever. It has nothing to do with players abusing it for an unfair advantage, it has everything to do with not wanting to waste time on such tickets in order to cut down on costs. But dealing with such players is a part of the job, it’s what you would expect from players, it’s a calculated expense that’s a part of this business. Blizzard just doesn’t want to pay it.
Blizzard´s primary issue at the time, and this is well documented and more or less common knowledge used across the industry as an example of how not to do it at this point, is that people were trained once and never again.
And just like going to the gym to bulk up, as soon as you stop going, you start seeing the performance get worse and worse over time, until you may as well have never gone in the first place.
And together with implementing an effective refreshing regimen, they talso ook away the tools that were most commonly used to overstep the boundaries as an additional precaution and also automated many things like item restoration to reduce total GM workload. And ever since then, major issues are escalated to the devs, and if the devs say no then there is nothing CS can do but say “We can´t help you, sorry”.
That´s unfortunately just the way it is now, and Blizzard is not alone in this, I get dozens of escalated tickets from L1 CS daily in my queue, and the answer to roughly 9/10 of them simply has to be “no”, and the list of reasons can be everything from technological limitations to internally communicated marketing concerns to simple top-down management not allowing me to do so for reason X.
And there´s nothing the CS rep can do about it but get flamed by the user for being incompetent
So what you’re saying is… it’s the man keeping us down! I knew it!
CURSE YOU, AGGREND! I HEREBY VOW! YOU WILL RUE THIS DAY! BEHOLD, A TRUE SURVIVAL HUNTER! I, ARGONIL! YOUR FEAR MADE FLESH! SOLID OF SCALE YOU MIGHT BE, FOUL DRAGON… BUT I WILL RIDDLE WITH HOLES YOUR ROTTEN HIDE! WITH A HAIL OF ARROWS! WITH EVERY LAST DROP OF MY BEING!
