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New Blizzard support site lets you track, edit, and update your GM tickets
Submitting a GM ticket has always been sort of an arcane process -- you're not really sure where your ticket goes, or to who, or what steps have been taken to resolve your particular issue. It's a pain! Thankfully, it's always been a long-term goal of the support department to demystify and improve the support process for players, and Blizzard has unveiled a big new step in that direction: a new support website. What's so great about it? Well, it collects all lines of communication for support in one place and attempts to provide automated help for your request where applicable, while you wait for a representative. The biggest improvement, though, is that the site lets you track the progress of your support requests. This includes tech support emails, billing inquiries, and yes, GM tickets. You can edit your ticket while it's in the queue, track it, and even update your ticket and place it back in queue after it's been closed if you feel it wasn't addressed properly. The full text of Blizzard's announcement is after the cut.
Public Service Announcement: Don't file false GM reports
This may seem like common sense to a lot of people, but it came up as an issue recently on the official Customer Support forums. The message is simple: Don't file false GM tickets. Whether you're doing it to get back at someone you dislike, to play a prank on someone, or just because you're bored, don't do it. Support forum agent Nevalistis points out that false reports are is against the Game Master interaction policy. Each GM petition is taken seriously, and if the GMs see a pattern of frivolous or false reports, they can and will take action from warnings all the way up to suspension or permanent account closure. Those of us who have tried to petition a GM lately know how long the queue times are -- so from all of us with legitimate problems, please make sure your ticket is legit. It may save your account, it may save a GM's sanity, and it'll certainly help those with real problems get the help they need a little faster.
The Queue: A message from the past
Welcome back to The Queue, WoW.com's daily Q&A column where the WoW.com team answers your questions about the World of Warcraft. Alex Ziebart will be your host today.I hope everyone is having a wonderful Monday afternoon. I know I am! Well, actually, I don't know that. I'm writing this Sunday night, and I don't have a time machine powerful enough to show me what's happening tomorrow afternoon. Ideally, though? I'm having a wonderful time. Ask me tomorrow (which is today), and maybe I'll have a different answer.Ryael asked..."I was watching the BlizzCon feed online and there was a short interview with a man that was advertising how you could purchase a sizeable poster with one of our characters on it. Any idea what site that was from?"
Martin Fury: What would you have done?
Everyone is in a furor over the Martin Fury/Karatechop controversy -- and we've had a few requests already to poll you guys on exactly what you think about it, so here you go. The story, as we've ascertained, is that Karatechop got the item by way of a low-level guildie (who'd been receiving items after he'd had his account hacked), "didn't even contemplate a ticket," and had the guildie bring the item into normal Ulduar with him. They downed Ignis with it, and after that proceeded out of the instance, flipped it to Heroic, and used the item thirteen more times, completing even some world first hard modes with it.So the question is: what would you have done? Lots of players say they wouldn't have touched it, and that it was clearly an item they shouldn't have had. Others say that Karatechop and his guild did what anyone would have done -- it was Blizzard's mistake and they were just taking advantage of it. We'd like to know, so here's a poll: what would you have done if Martin Fury showed up in your mailbox?%Poll-29715%Of course, Karatechop eventually got banned for what he did, but answer that question under the premise that he didn't necessarily know that at the time. And there's another question here: lots of players say that they are surprised Karatechop and his guild didn't open a GM ticket right away -- clearly Blizzard didn't mean to send him the item, and he should have contacted them to get it back. But others aren't so sure. The second question is: no matter what you did with the item, would you have told the GMs about it?%Poll-29721%
Titan Panel's perpetual GM ticket
Brad Justice (let me say that again, Brad Justice!) sent us a valuable tip about Titan Panel, and it's easily confirmed by a casual look over at the official forums. Let me explain. No, there is too much -- let me sum up.If you use Titan Panel, you may see an unexplainable GM ticket open in the upper right corner of your screen. You may open that empty ticket, and then Abandon it. Your attempt will fail. But don't worry -- it's not your fault. It's Titan Panel. That ticket will linger there like some kind of horrific nightmare. But there's hope.You can either simply disable the AddOn until they get the problem sorted out or attempt a "full UI reset." (A full UI reset is the process by which you basically delete the WTF folder, Cache, and Interface folders and more or less start all over again.) I personally went for the slightly less-intense "disable" option.Anyway, good luck fixing it -- we just wanted to let you know this is what's up, since Titan Panel's pretty popular.Edit: With a ninja-like quickness, Titan Panel has released an update which should help clear this up.
The saga of Craig
The last couple of days have been torture for Trappa of Eitrigg. On a run in Old Hillsbrad recently her best friend and companion Craig despawned before her eyes and never reappeared when called. Her pet simply disappeared. Now, my hunter is only level 40, but I can't imagine how I would feel if I logged in one day to see my huggable-yet-feisty while lion Sobriquet gone. I get depressed just thinking about it. Trappa did what every sane hunter would do, she went straight to her stable only to find it Craigless, and then filed a GM ticket. What ensued was a battle of legendary proportions. She was told that her pet was hungry, and that must have been why he left. I asked Trappa if this might have been the case, and she said that she always keeps Craig in the green, since all hunters love them the 25% damage increase. She admitted that he might have gone into the yellow just because he had recently been put away, but he was also at the top of the loyalty chart. In her own studies since this incident she said it took a rebellious pet 25 minutes of not being fed to run away. Since Trappa certainly fed her pet more often than this, it appears she was the victim of a horrendous, heartbreaking bug.
