Griperant: Getting sick of canned, ignorant GM responses

Post by Onijitsu

It seems apparent that the response-time to open tickets has improved. However? It also seems apparent that GMs are paying less and less attention to what they are being asked about. Too often lately, I (and my wife, and guildies) have gotten responses which reflect that they have no clue who and what they are responding about.

For example? I asked about a now-known issue with satchels not being awarded, even if they are promised, as a result of you using the Random Dungeon Finder. The GM's response? DELETE YOUR ADDONS, WTF FOLDER AND CACHE. YOUR UI MUST BE SCREWED UP.

Really?

This is the #1 response of GMs to any issue lately, by far. In other words: "It's not our fault, it's yours for using some faulty addon. We didn't actually research this; we just don't want to take the time to either fix it or make any kind of meaningful response.")

In fact, this could be interpreted to mean that Blizzard has become downright unfriendly towards addons and addon-makers, since they are shifting the lord's share of the blame for any SNAFU over to addons and not taking any responsibility themselves.

Here... I just got another broken response back, while writing this post, so it's the perfect time to share exactly what I'm talking about:

My ticket:
My Goblin Shaman is still locked out of the Argent Tournament. When talking to Customer Support (via phone) I was told that you may finally have a fix for this.

Yes, I have deleted my addons, WTF and cache. I just completely reinstalled WoW fresh too.

The Argent Tournament still does not work. Please fix it.

The GM's response:
Greetings,

Thank you for contacting the World of Warcraft Game Master Department.

After some research it appears the issue you are having may be related to your User Interface (UI). This applies whether you have a custom UI or not. To help resolve this issue we recommend the following steps:

1) Exit the World of Warcraft to your desktop by logging out of the game and exiting.
2) If you used an "installer" for a custom UI, see if it has an "uninstaller" and use it.
3) Inside the World of Warcraft Program Folder, rename the "WTF," "Cache," and "Interface" folders to "WTF-Old," "Cache-Old," and "Interface-Old."
4) Restart your computer.
5) Make sure that you are using WOW.EXE or LAUNCHER.EXE to start the game. Please do not run any UI installers beforehand, as we want to eliminate them as part of the issue.
6) Upon launching the game, you should see the Intro cinematic movie and be prompted to agree to the Terms of Use. Once you authenticate past the login screen, the "AddOns" button should no longer be visible at the lower left corner of the character selection screen. Both points mentioned previously must hold true if you should complete the aforementioned steps correctly.

Note: Please note that upon completion of these steps, all in-game user settings will be reset to default value, and all customized macros will be removed.

If these steps do not resolve your issue, please submit a Support Ticket and we will attempt to assist you further.

Thank you again for contacting us. We hope you continue to enjoy your experience in World of Warcraft!

Regards,
Scralzort
Blizzard Entertainment
In other words: even on a completely virgin (addon-free) install of WoW, only finished downloading in the last ten minutes, it has GOT to be the addons, WTF and Cache folders. Maybe, if WoW is breaking only ten minutes after being completely downloaded, and after zero addons have been applied, Blizzard could afford to take a teensy bit of responsiblity?

And so, here goes my reply. Yes, I lost my temper. Wouldn't you by now? (The punctuation in place of an expletive was written as exactly that: punctuation, and not any "four letter word")

I am absolutely @&#$'ing SICK of being told to get rid of my addons. Especially after I JUST DID SO!

Is this GM not even READING my request for assistance! This has happened SO often lately. It may be apparent that GMs have a large workload, and I can appreciate that? However, it also makes very clear that many GMs are NOT paying attention to what they're supposed to be helping with... so therefore, HOW CAN THEY HELP!

I cleared everything out, and did a completely fresh install, and verified 100% that it is not my UI (including any addons) that has caused this problem, which is a ***KNOWN BUG SINCE PATCH 4.0***.

It is time for this issue to be fixed. All players deserve equal access to the Argent Tournament. (And on this character -- Onijitsu, on Black Dragonflight -- I was working on Mountain of Mounts) Essentially, Blizzard is penalizing paying customers for having chosen to play their two newest races. Either Blizzard needs to allow me (and numerous other Goblins and Worgens) access to the Argent Tournament, or they need to withdraw it from the game so that everyone is on a level playing field.

Please. I hope you are actually paying attention to what the real problem is. And more, that you will actually DO something instead of blowing me off with another, canned "ditch your WTF, Cache and Addon folders" answer.(##RESPBREAK##)8##DELIM##Squishalot##DELIM##At risk of being accused of a Nazi, this post is essentially a rant / address to Blizzard, and is therefore against the . If you do want to rant as a one-off, please use the Recycling Bin in the Off-Topic forums.

Post by Gnoktish

buddy, game masters cant answer everything. if you are so fustrated. The game masters automatically assume its a glitch on YOUR character. Do not complain if their advice doesnt work.

Post by Onijitsu

buddy, game masters cant answer everything. if you are so fustrated. The game masters automatically assume its a glitch on YOUR character. Do not complain if their advice doesnt work.

I assume you meant, "a glitch on your computer," because a glitch "on my character" would still be Blizzard's responsibility.

And why would they assume that, when I've already done what they are asking AND I've gone beyond that to a completely clean install? It should be obvious that this guy wasn't paying attention at all.

In fact, if you read this GM's response, you could take almost any help request and copy and paste this as an answer to it. It's generic. It's canned. The guy isn't paying attention. He isn't trying to help. This guy is getting paid X dollars per hour as a customer service rep who doesn't give service to customers.

Post by Cambo

Onijitsu, just imagine that you are a GM. You are likely to be working through a %^&*load of tickets every day. For alot of people who work in CS, in some circumstances it is much better to give a generic response. And there is nothing wrong with that.

Why? Because not every WoW subscriber cares about personal service.

Also, GM's are not perfect. They make mistakes, and sometimes they don't know the exact answer. Sometimes a new bug pops up and Blizzard are trying to figure out how to fix it.

The above example is a common fix for a variety of WoW problems. It can be a good way of ruling out possible causes to the problem.

You are getting so emotional and upset about something so trivial. You think Blizzard are lazy and are telling you that the problem is your computer etc etc. Do you have any idea about the complexities of computer coding?

You should feel honored as a customer to receive the feedback and support from Blizzard. Hardly any other game companies give that to their playerbase.

My advice is to calm down and move on. How important is it for you to do the Argent Tournament now anyway?

Griperant: Getting sick of canned, ignorant GM responses

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