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Posts with tag GMs

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.

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Filed under: Blizzard

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.

Filed under: Blizzard, News items

Blizzard and how they deal with ninjas

Wojtek sent us this thread in which he posted a long series of emails between him and Blizzard about the ninja of an Onyxia Drake. There's a lot of back and forth, but eventually, the bottom line is that Blizzard was not able to help him, whether that's because he didn't have the information right, they couldn't find what they needed in the chat logs, or they just didn't want to. Later on, the thread is locked, and Wojtek is given the usual feedback address for the GM actions.

So what does all this mean? We've heard in the past that Blizzard will occasionally help with ninjas, and we've even heard unofficially that if you get the main looter in a PuG raid to state the looting conditions ahead of time, Blizzard can go back, look that up, and then reward loot based on who really deserves it. But of course, all of that is unofficial, and there are so many variations and issues in situations like these that there can't really be a hard and fast rule -- sometimes Blizzard can help, sometimes they can't.

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Filed under: Items, Blizzard, Raiding

Blizzard at PAX 2009 wrapup


PAX wrapped up over the weekend in Seattle, and from what we've heard of our friends' experiences over at Joystiq, it was a wild, wild time. Blizzard was there as expected, and it sounds like the setup was pretty awesome. They had all three playable demos up from BlizzCon, including the Starcraft II singleplayer game, the Diablo III monk class, and of course the Cataclysm Worgen and Goblin race starting areas. We hear that Blizzard had their GMs in attendance as well, and reader Aveiceae (whose pictures you can see in the gallery below) reports that she saw both Drysc and Bornakk there. She also says that Blizzard gave away some of their famous hand sanitizer throughout the show -- very important, especially at a gaming convention during swine flu season.

Tisoi also has a report over on WoW LJ, including a few pictures of the setup on the convention floor, as well as a few (sneaky) screenshots of the Worgen and Goblin areas. He also got to meet Jeff "Vork" Lewis and Sandeep "Zaboo" Parikh of The Guild. Felicia Day wasn't there (she spent the weekend at Dragon*Con, where there was other WoW-related shenanigans going on), but as Sandeep reported on his Twitter, she wasn't needed, thanks to cosplayers. Sounds like a great time was had by all. Next year, PAX is headed out east -- we'll have to keep an eye out and see if Blizzard is going there as well.

Filed under: Events, Fan stuff, WoW Social Conventions, Virtual selves, Blizzard, News items, Cataclysm, Worgen, Goblin

Breakfast Topic: Have you ever actually met a GM in-game?


One of the things which captivated me when I first started playing WoW were the whispered myths surrounding GMs. Being that this was my first proper foray into the magical and mysterious world of online gaming I had no real idea of what exactly their strange beings where except that they were uber-powerful and acted as both peacekeepers on the forums and tech support in-game.

Over the years, I've submitted my fair share of tickets. Indeed once during the Wrath beta I and a bunch of other hapless explorers got trapped under Dalaran bank and I had to ask a GM to teleport them out (being a druid I just teleported to Moonglade -- after twenty minutes of waiting for my hearthstone to cooldown and them remembering I had an escape route). However in all my dealings with them in-game I've never actually met a GM in-game (on the other hand I've met a bunch in real life). So I want to know, readers, have you ever seen a GM with your own (virtual) eyes? Did they appear to you in that robe get up seen in the manual or as something a little more scary? Come on and spill the beans, I want to hear about all your fascinating GM encounters!

Filed under: Virtual selves, Blizzard, Breakfast Topics, Lore, Wrath of the Lich King, Forums

It's not that I wasn't satisified, but...

So it's been a while since I mentioned it, but I'm still pretty gung ho on helping to enforce WoW gameplay policies, especially RP server specific policies, and I will not hesitate to report anyone I see violating them by means of name or conduct. With the recent changes to the report system, I generally just stick their names and a few notes into the Report an Issue and move on, knowing that eventually, a GM will get the report and hopefully decided to be an enforcer that day.

But even though I've elected not to speak with a GM, I still often get an email telling me the usual spiel: They looked into the issue, but are not able to tell me what happened due to privacy issues and whatnot.

Then comes the customer service satisfaction survey that asks me if the issue was resolved to my satisfaction.

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Filed under: Analysis / Opinion, Wrath of the Lich King

WoW Insider Show live tomorrow afternoon on WoW Radio


The WoW Insider Show returns to the virtual airwaves tomorrow afternoon at 3:30pm EST as usual, and this show is going to be a good one: not only will Turpster and I be on, but Eliah Hecht (he of the great Death Knight review posted recently) will appear via voice, as will the one and only Matthew Rossi. And we'll be chatting about all the news in the last week of Warcraft, including but not limited to that silly rabbit who tried to trick the GMs, Naxx maybe going bye-bye, and Chilton's nonsense about nostalgia.

And we'll be answering your questions and queries as well -- you can email the show at theshow@wow.com, or just join us live in IRC over at irc.mmoirc.com. Listen live tomorrow afternoon at 3:30 pm EST over on WoW Radio -- with Rossi and Hecht on, it's sure to be a barnburner.

Filed under: Analysis / Opinion, Odds and ends, Blizzard, WoW Insider Show

Forum Post of the Day: Player tries to scam GM for epic flight training, gets shut down

I actually considered asking my boss if this post could be the first in a new series called "Stupid WoW Criminals," but honestly, I'd prefer to think that this guy is one of kind.

So, here's the deal: A young Warlock named Kiranth of the Aman'thul server (Who has since deleted his post, but you find it quoted a couple posts down from the top in the thread) came to the customer service forums, and in this thread here, claimed that he somehow lost his epic flying skill after buying it on a Monday and playing until Tuesday morning maintenance. He claimed that he'd been trying to contact the GMs for months in order to get the skill back, and that he was incredibly frustrated and about to cancel his 3 accounts if he didn't get the skill.

Luckily, the ever vigilant GMs are always willing to please, and Auryk soon chimed in with an answer to his problem.

I'll summarize what he said after the break, but you really should read it for yourself. It's amazing.

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Filed under: Analysis / Opinion, Cheats, Blizzard, Humor, Making money, Mounts, Forums

Return of the Revenge of the Community Policing and Naming Policy Argument: The Addon

You might recall, if you've followed WoW Insider in the past few months, that I've been a relatively strong advocate of the making sure naming and RP server policies are enforced and have felt that if the community's going to be made to it, we should get better tools for the job. While I even got in a very productive conversation with Belfaire about it, I'm not holding my breath on a lot of my proposed tools and reforms seeing the light of day. After all, I work for WoW Insider, not Blizzard itself, and hey, not everyone agrees with me on how this stuff should work. Which is cool. Variety is the spice of life and all.

That said, for policy reporting curmudgeons like myself, Wachunga of the Maelstrom server has created a pretty good tool: the NameViolation addon.

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Filed under: Analysis / Opinion, Virtual selves, Add-Ons, RP

Belfaire on community policing and GM subjectivity

As you may recall, a few days ago, I wrote a little Dear Blizzard letter on the subject of enforcing the RP and Naming Policy. Of course, Once one writes a letter to someone, it is a good idea to deliver it, and thus I delivered it, or at least the issues therein, over on the Customer Service Forum. I was lucky enough to have Belfaire, who you may remember from his post explaining Blizzard's stance on multi-boxing, answer some of my questions and concerns. I also got some pretty well thought out feedback from a couple other people browsing the forums, including some roleplayers who disagreed with some of my points, so I think the threads worth a read in itself, and I'll comment a bit more on what Belfaire said after the break, now that I've had time to digest it a bit.

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Filed under: Analysis / Opinion, Virtual selves, Blizzard, RP

Dear Blizzard: Am I your police officer?

I think Xxleetdudexx assumed that RP stood for real pwnage. Dear Blizzard,

First of all, I really do have to thank you for changing the name of that guy called Longjohnson. Yeah, He sent us this pretty long rant about how it was unfair his name was changed, but honestly, it was a pretty clear violation of the naming policy against inappropriate references to bodily parts or functions (Sorry Jason, I'm only siding with you to a point here. Your character's name needed to be changed). That said, I'll give him this: It is pretty annoying that he was able to then proceed to the Armory and find 19 characters named Longjohnson and 60 characters named Bigjohnson. If a name is impermissible because of being profane or inappropriate on one server, it should count on them all, right? Every server has the same set of naming rules, except for RP servers, which have the extra "appropriate for an RP server" qualifier, so this shouldn't be a problem. Mike has actually observed that enforcement tends to be a bit lax in the past regarding both the naming policy and RP server policy, but I figured it was worth bringing up again.

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Filed under: Analysis / Opinion, Virtual selves, Blizzard

Chat highlights from the TTR stress test


As horrible as Barrens chat and the trade channel can be by times, one of my favorite parts of Sunday's tournament test realm stress test was reading through the chats. Although I'm sure the guys had some pretty great tells, considering their names were more obvious than mine (Insideradam, Insideralex, and Vehn), I did catch some gems of my own.

One thing that was rampant on Sunday was names that were clearly against the terms of service, and of course nasty language. So if any of the photos have blurred-out names, you'll know why! Before you jump through, keep in mind there are a few photos, so the load might be slow. Don't forget to check out my full coverage of the stress test!

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Filed under: Horde, Patches, Analysis / Opinion, Events, Fan stuff, Blizzard, Humor, Screenshots, Arena

Alex's TTR stress test review

Yesterday's TTR Stress Test had its up and it had its downs, but overall it was a very fun experience. It was rocky in the beginning, with the server needing to be pulled down for a hardware upgrade shortly after the test was scheduled to begin. The TTR was riddled with soul-searing, unplayable lag up until that point, so I'd say it was needed.

The WoW Insider gang sat around for an hour doing a load of nothing until the server came back, but it was worth it. Most of the lag was gone, the Blizzard Entertainment crew were out and about doing their thing, and we were finally able to hit the arena. Unfortunately, our first match was against a three Resto Druid team. In a magical fairy world where Druids don't have Innervate or any natural mana regen whatsoever, I'm pretty sure Adam would have still gone OOM trying to Mana Burn all three of them to nothing.

Interested in the good times we had? Hop on past the cut and I'll give you the details!

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Filed under: Events, Blizzard, Arena

Guildwatch: Taking a holiday


You guys doing anything special for Halloween in your guilds? On the one hand, a Halloween raid of the old content might be kind of fun-- candy and costumes for everyone! (And plus, you could probably get some good costume shots for our contest.) But on the other hand, it's Halloween-- who wants to be raiding when there's candy to be given out in the real world? If you do end up doing something as a guild tomorrow night, be sure to send us pics and news about it next week.

And in the meantime, send us anything else you got-- downed, drama, or recruiting news is all welcome at wowguildwatch@gmail.com. This week's GW starts right after the jump.

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Filed under: Virtual selves, Guilds, Humor, Raiding, Guildwatch, Factions

Breakfast Topic: Close encounters of the GM kind


Gave you ever had a close encounter of the GM kind? Ever have to page a GM to ask about a bug or report a spammer? If you have, chances are you've had some amusing conversations. In my experience (and from conversations, as above, that I've seen reposted on the forums), Blizzard's GMs are not only polite and usually helpful, but also have a sense of humor (and some of them will roleplay with you). So I'm asking -- what has your experience been with Blizzard's in-game support staff? Have you gotten any laughs from them -- or just frustration?

Filed under: Blizzard, Breakfast Topics

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