they don't macro everything, i know i've had petitions in the past. just the hellos and good byes usually. they are there its not like an automated dialing machine with the same answer for every different question. they just macro a couple things to try and save time i'm sure they're swamped with petitions and trying to get to them all so every second would help. like some one else said wow has its problems but gms macroing isn't a ig deal at all. and when it came to problems i never had one un answered ever, i've played games with horrible or basicly no gms at all.if i logged before getting a response i had an email the next day and it was takin care of.
Yeah they are there, because they have to get as much information from you about your problem before they can do anything. In the case of my deleted 70s the GM and i talked for about 2hrs, because he needed to know what servers, classes, and the name of the toons. Macro'ed greeting are not a problem its just a way for the to save time, and get to the real issue
yeah i've had a few characters restored that i deleted and items. there was only one problem i had that got a little mixed up and took awhile for them to fix. had some 2 hander on my shaman was a blue lvl 32 i think and when i logged in one day it was just gone. something with one of the patches some people had teh same problem. first they couldn't even show that i ever had it or something so i petitioned again on my allaince chracter since i was playin him at the time, took awhile and they ended up giving it to my alliance rogue and my shaman had out grew it..lol but when they gave it to my rogue i was able to re-ah it wasn't a huge deal tho.
and i'm betting that if the gm had exchanged his item and used the macro he would never have said a word about it....lol
I am a WoW player for some time now, but I have to say that im very disppointed to see what this game has become. The company is in such state of arrogance that simply don't try to help players anymore or improve any situation, why would they waste time, everyone keeps paying either way right? Not me... Also this is the only game i played where GM's don't even bother talking to players, they macro every generic sentence and throw them at us. This is a pure lack of respect for the paying costumer, show us some concern please. Notice in this next image, i tried to get help and explain the situation, after a while I simply gave up, and said i wouldn't insist any longer. The GM then commited a mistake and linked me a strange .pala1 word, probably a missed macro, wich he after corrected and i got the farewell. Notice also like all the rest of the conversation seems pre-recorded sentences, and to get his I had a petition opened for 12 hours, thats right, 12.
Every WoW player who submited petitions knows this is true, they don't show any concern for us, don't even try to. is this healthy for the market, when companys reach this kind of arrogance and certainty that players will not leave the game no matter what?
Finally, the few CSRs who got into the field because they love helping people (as opposed to because they wanted to work for a game company) find out that for a distressingly high percentage of tickets, they can’t help people. Not right away, anyway – a lot of problems in MMOs require pulling logs, checking with developers, or sending the customer up the chain to a supervisor. Solving problems delivers a lot more emotional satisfaction than “I am sorry, I cannot help you with that.”
The only thing I can say to the op is that you might want to read that article. Also, I doubt that they sat on the "no" answer just too piss you off.
There are several things at hand here.
gm's do use some macros and that makes their job more bearable as typing everything out is just not going to fly with the thousands of people they need to contact. But you indicated that wasn't a big deal so...
Just because you ask for something doesn't mean you are going to get a yes. And as the above article mentions, sometimes it takes time.
Like Skyrim? Need more content? Try my Skyrim mod "Godfred's Tomb."
I agree that Blizzard devs are very arrogant, especially when it comes to patches and class balance. GMs for in game issues should be more helpful, but that is not always possible, and im sure there are plenty that just aren't capable of doing thier jobs either technically or emotionally, but oh well. There really isn't anything the players can do about it. Which is a big reason they have become so arrogant in the first place.
Vault-Tec analysts have concluded that the odds of worldwide nuclear armaggeddon this decade are 17,143,762... to 1.
Well they used macro's because everything they do is monitored and they have very strict guidelines on what they can do.
You said you aren't paying anymore (ever again!!) so why go to the trouble of blotting out your character name? (just an observation... if you quit... why hide.. you won't be playing!!)
You didn't tell us what the issue was... (which kind of is important when you are talking about how the arrogant company won't help you).
You had to wait 12 hours?
Well since I can't personally say (nor can you) what the petition load was like... it might actually take that long. I've had petitions in games for 4 days before they were answered.... and then generally its some kind of email that doesn't even address the issue I petitioned. (this being games that are NOT WoW as... I have played WoW 3 months in total since its release... the first month a month after TBC and a month after WOTLK).
I do know that in the last couple of months a few MMO's (eq2.. WoW etc) have seen a large influx of new players... perhaps people who have lost their jobs... My buddy did say that at night and on weekends he is again waiting in very large lines to get on his WoW server... something he claims to have not had to do in a long time.
This can affect response times.... I'd love to know what the actual issue was you petitioned to begin with.
I'm not going to stick up for the wow cs or anything but they did infact unban me, restore my chars then proceed to give me all my shit back to all my chars, this took them a bastard long time and I imagine a hellaot of effort. Once I was unbanned and got back in game the first dev was chatting to me for about 45 mins or so, went away then came back confirmed a few things. I logged came back the next day and all was sorted (although for some reason I had increadible amounts of potions given to all chars and a tonne of armour etc, which were never there, seeing as how I was stopping playing I didn't bother letting them know).
Imho I think everyone should be made to work in CS for at least a while, the world would be a better place. My first job was in M&S CS/returns, I was still at school at the time, I couldn't beleive the way some people feel they have the right to speak to others (without being on teh interweb ofc).
----- The person who is certain, and who claims divine warrant for his certainty, belongs now to the infancy of our species.
Clearly you have no idea what it is like to work in Customer Service. Even closer to home, working as a GM. I was volunteered in the Guide Program once upon a time in good ole EverQuest. Daily, I would answer around 25 petitions an hour. Each petition, I did my best to preserve a sense of respect and empathy. Fact is, there are A LOT more people playing World of Warcraft and the GMs are constantly working under strict policies NOT made by them but enforced by them because that is how they MAKE A LIVING. They use macros because of the workload that is put on them. I am sure you would rather have that unique experience of being shown concern (which has nothing to do with them showing you respect) in a macroless free environment but that is NOT what they are here to do. They are there to assist players while doing so within Blizzard's policy and be as productive as possible. Using macros makes their jobs faster so they can get on to that next petition and assist somone else than YOU! Get off your high horse and show some respect to our GMs. They were not outright rude to you but in your image it shows you were downright rude to them.
Just going back to the original post, where exactly was the 'arrogance' on the part of the GM? All i could see was a polite person who could not resolve the situation as you wanted it and then you getting stroppy with their light hearted goodbye macro?
Arrogance = overbearing pride, so i think that it may be time to take a look in the mirror on that call to be perfectly honest. You made a mistake, little embarrasing and then couldn't get it corrected the way you would have liked to. It happens every now and again to everyone, but that is no reason to take it out on the poor guy/gal who attempted to help you but couldn't due to rules that are out of their hands.
OK it looks like he/she may have hit a duff macro when talking to you, but have you never hit a wrong key or clicked on the wrong icon ever? Again, it happens. I too find those end macros a little corny, but i also understand that they have other people to lok after and anything that saves a little time means they are getting to other problems faster too, which can't be a bad thing now can it?
I reported a trade chat problem last week about a guy who made a sexual reference aimed at children which i (and others) found highly offensive. A GM contacted me within the hours, we had a brief but to the point 'personal' chat in which he assured me they take these types of problems very seriously and went off to sort it with his/her cheery macro goodbye. I was satisfied after the conversation that the matter was being taken seriously and would be dealt with in the appropriate manner and that is all i can ask from the GM's to be fair.
You made a mistake, move on and yes the GM could have been a little more careful with his final goodbye, but it is hardly a capitol offence and as you know all too well, we all make mistakes.
It must be Thursday, i never could get the hang of Thursdays.
@OP: so your major problem with this is that GMs use macro? Is that it? Would you rather be willing to wait 1-5 hours longer for a responce from a GM just because they had to manually type the greeting and the farewells???
I wanted to write in details explaining the benfits of macros in this situation, but I will pass on this one. You are obviously got some beef with GMs (pobably because they couldn't help you) so I wont even bother. You are trying to stirr up the pot with trivial issues.
I am a WoW player for some time now, but I have to say that im very disppointed to see what this game has become. The company is in such state of arrogance that simply don't try to help players anymore or improve any situation, why would they waste time, everyone keeps paying either way right? Not me... Also this is the only game i played where GM's don't even bother talking to players, they macro every generic sentence and throw them at us. This is a pure lack of respect for the paying costumer, show us some concern please. Notice in this next image, i tried to get help and explain the situation, after a while I simply gave up, and said i wouldn't insist any longer. The GM then commited a mistake and linked me a strange .pala1 word, probably a missed macro, wich he after corrected and i got the farewell. Notice also like all the rest of the conversation seems pre-recorded sentences, and to get his I had a petition opened for 12 hours, thats right, 12.
Every WoW player who submited petitions knows this is true, they don't show any concern for us, don't even try to. is this healthy for the market, when companys reach this kind of arrogance and certainty that players will not leave the game no matter what?
umm first off this is nonsense , wow have best and most accesible gms in industry if you ask me
so, you doint point out what was your problem, gm is assistant.. not game dev, and he cant fix most of the problems
second yes macro, but they make those ferewell themself, i spoke with many gms, the are human, just like me or you, they sit there, and they have to deal with many like you, who moans and doesnt understand when they cant fix things
you will sometimes get gm who just be an ass, and wont help, open new ticket.. and you will get help
so back to macro, they write those ferewell themself, i asked quite few of them, so you imagine
if you have lets say 5/10 ferewells, for ocasion, and you speak with one guy every 5 mins. will you write ferewell every time, or just macro it.. geez ,
as for last, that every wow player know how much gm suxs.. nonsense, i love speaking with gms, or trolling them, i still remember 3 years or more ago, when our arch enemy guild from alliance was doing kazaak, and me and few others guys were suiciding and killing of theirs raid, at that time it was against the rules
so they made a ticket to gm etc etc, it was past 1am in the morning already, so gm came and were observing us, some stopped suiciding after warning some didnt.. i didnt, i was speaking with gm for good 30 mins atleast , it was good chat, in the end he said, that he have to give me temp ban, with big smile, i didnt rly mind, it was 2.30 by that time, and maintance was 30 mins away , by the time i got suspended it probably was 2.50 , almost before servers went down , obviously boss lived !
good times.. great gm ,
cant say i had similar expierences in this year, but i certainly had few good chats with gms
gms are great, everyone who says they arent.. they either got bad mooded gm , look at urself.. ur an ass atm, so ye.. gm might be, open new ticket.. get new gm,
or either.. ur an ass.. well you are, and there is nothing that can be done
I have an Age of Conan account also, and i have to say they blow blizzard away, they actually talk to us and show concern. it's an excellent service, nothing like this
I would not even say anything about Age of Conan. There was an AoC gm that cybered some guy.
Originally posted by tryklon I have an Age of Conan account also, and i have to say they blow blizzard away, they actually talk to us and show concern. it's an excellent service, nothing like this
I have been trying to resist saying "this may be because they have so few players that they have far more time on their hands than the WoW GM's to chat and that they are far more scared of losing what little player base they have", but it was just to vulgar to say, so i won't.
Oopsy!
It must be Thursday, i never could get the hang of Thursdays.
so because he used a macro, that made him arrogant?
I remember in UO long ago, there was a GM who, when he would disappear, would macro some text, and have a rabbit appear where he had been standing.
Just my CS experience in WOW. One time during a pug raid, I won a roll, but the raid leader accidently gave the item to someone else. The player who recieved the item petitioned a GM, and within an hour, the item was in my mailbox.
My guess is the OP just didn't like the fact that the GM couldn't fix his mistake, so he saw 'arrogance' in the macro. I saw a GM who didn't want to have to say goodbye every 2 mins for 8 hours.
Any customer service which is text based uses pre-scripted replies, Blizzard aren't alone here. Any website you see that has 'click to chat' on it basically has an operator there multitasking up to 8 conversations. Usually with tens of different praragraphs they can draw on instantly to answer comon queries.
I don't see where you are taking offense to be honest. Even the customer services dept in the company I work for has paragraphs ready for pasting in to letters to reply to common client complaints. Makes perfect sense to me, why type the same thing over and over? Lighten up a bit mate.
_________________________________________ You can walk the walk but can you talk the talk?
I don't care if they use macros or not, as long as the issue I'm petitioning is fixed or gets put into the works of being fixed. WoW has problems, but this isn't really one of them.
Exactly! and by using the macros they can deal with many enquires at once and get my issue solved quicker.
_________________________________________ You can walk the walk but can you talk the talk?
I don't care if they use macros or not, as long as the issue I'm petitioning is fixed or gets put into the works of being fixed. WoW has problems, but this isn't really one of them.
Exactly! and by using the macros they can deal with many enquires at once and get my issue solved quicker.
Yes, macros is definitely not the issue. However, I think the time in which Blizzard GMs do respond is a little too slow for a 1 billion dollar company.
Originally posted by luciusETRUR Yes, macros is definitely not the issue. However, I think the time in which Blizzard GMs do respond is a little too slow for a 1 billion dollar company.
Lol'd. Try getting a straight and fast answer out of British Gas or Virgin Media some time and Blizzards GM's will look like winged angels in comparison ;-)
It must be Thursday, i never could get the hang of Thursdays.
Yes, macros is definitely not the issue. However, I think the time in which Blizzard GMs do respond is a little too slow for a 1 billion dollar company.
Lol'd. Try getting a straight and fast answer out of British Gas or Virgin Media some time and Blizzards GM's will look like winged angels in comparison ;-)
Oh, I agree about other big companies do the same, just making a point about what would be a better argument. Blizzard obviously doesn't need speedy and good customer serivce considering that they have 5 million subscribers in North America/Europe alone..
Comments
Yeah they are there, because they have to get as much information from you about your problem before they can do anything. In the case of my deleted 70s the GM and i talked for about 2hrs, because he needed to know what servers, classes, and the name of the toons. Macro'ed greeting are not a problem its just a way for the to save time, and get to the real issue
yeah i've had a few characters restored that i deleted and items. there was only one problem i had that got a little mixed up and took awhile for them to fix. had some 2 hander on my shaman was a blue lvl 32 i think and when i logged in one day it was just gone. something with one of the patches some people had teh same problem. first they couldn't even show that i ever had it or something so i petitioned again on my allaince chracter since i was playin him at the time, took awhile and they ended up giving it to my alliance rogue and my shaman had out grew it..lol but when they gave it to my rogue i was able to re-ah it wasn't a huge deal tho.
and i'm betting that if the gm had exchanged his item and used the macro he would never have said a word about it....lol
Yeah, uh huh, ok.
Great read, that. They should make anyone submitting a ticket in a hissy fit read that first.
My brand new bloggity blog.
Yeah, uh huh, ok.
That was sort of my thought.
I especially like this part...
Finally, the few CSRs who got into the field because they love helping people (as opposed to because they wanted to work for a game company) find out that for a distressingly high percentage of tickets, they can’t help people. Not right away, anyway – a lot of problems in MMOs require pulling logs, checking with developers, or sending the customer up the chain to a supervisor. Solving problems delivers a lot more emotional satisfaction than “I am sorry, I cannot help you with that.”
The only thing I can say to the op is that you might want to read that article. Also, I doubt that they sat on the "no" answer just too piss you off.
There are several things at hand here.
gm's do use some macros and that makes their job more bearable as typing everything out is just not going to fly with the thousands of people they need to contact. But you indicated that wasn't a big deal so...
Just because you ask for something doesn't mean you are going to get a yes. And as the above article mentions, sometimes it takes time.
Godfred's Tomb Trailer: https://youtu.be/-nsXGddj_4w
Original Skyrim: https://www.nexusmods.com/skyrim/mods/109547
Serph toze kindly has started a walk-through. https://youtu.be/UIelCK-lldo
I agree that Blizzard devs are very arrogant, especially when it comes to patches and class balance. GMs for in game issues should be more helpful, but that is not always possible, and im sure there are plenty that just aren't capable of doing thier jobs either technically or emotionally, but oh well. There really isn't anything the players can do about it. Which is a big reason they have become so arrogant in the first place.
Vault-Tec analysts have concluded that the odds of worldwide nuclear armaggeddon this decade are 17,143,762... to 1.
Well they used macro's because everything they do is monitored and they have very strict guidelines on what they can do.
You said you aren't paying anymore (ever again!!) so why go to the trouble of blotting out your character name? (just an observation... if you quit... why hide.. you won't be playing!!)
You didn't tell us what the issue was... (which kind of is important when you are talking about how the arrogant company won't help you).
You had to wait 12 hours?
Well since I can't personally say (nor can you) what the petition load was like... it might actually take that long. I've had petitions in games for 4 days before they were answered.... and then generally its some kind of email that doesn't even address the issue I petitioned. (this being games that are NOT WoW as... I have played WoW 3 months in total since its release... the first month a month after TBC and a month after WOTLK).
I do know that in the last couple of months a few MMO's (eq2.. WoW etc) have seen a large influx of new players... perhaps people who have lost their jobs... My buddy did say that at night and on weekends he is again waiting in very large lines to get on his WoW server... something he claims to have not had to do in a long time.
This can affect response times.... I'd love to know what the actual issue was you petitioned to begin with.
I'm not going to stick up for the wow cs or anything but they did infact unban me, restore my chars then proceed to give me all my shit back to all my chars, this took them a bastard long time and I imagine a hellaot of effort. Once I was unbanned and got back in game the first dev was chatting to me for about 45 mins or so, went away then came back confirmed a few things. I logged came back the next day and all was sorted (although for some reason I had increadible amounts of potions given to all chars and a tonne of armour etc, which were never there, seeing as how I was stopping playing I didn't bother letting them know).
Imho I think everyone should be made to work in CS for at least a while, the world would be a better place. My first job was in M&S CS/returns, I was still at school at the time, I couldn't beleive the way some people feel they have the right to speak to others (without being on teh interweb ofc).
-----
The person who is certain, and who claims divine warrant for his certainty, belongs now to the infancy of our species.
Dear OP:
Clearly you have no idea what it is like to work in Customer Service. Even closer to home, working as a GM. I was volunteered in the Guide Program once upon a time in good ole EverQuest. Daily, I would answer around 25 petitions an hour. Each petition, I did my best to preserve a sense of respect and empathy. Fact is, there are A LOT more people playing World of Warcraft and the GMs are constantly working under strict policies NOT made by them but enforced by them because that is how they MAKE A LIVING. They use macros because of the workload that is put on them. I am sure you would rather have that unique experience of being shown concern (which has nothing to do with them showing you respect) in a macroless free environment but that is NOT what they are here to do. They are there to assist players while doing so within Blizzard's policy and be as productive as possible. Using macros makes their jobs faster so they can get on to that next petition and assist somone else than YOU! Get off your high horse and show some respect to our GMs. They were not outright rude to you but in your image it shows you were downright rude to them.
--Lucrecia
Just going back to the original post, where exactly was the 'arrogance' on the part of the GM? All i could see was a polite person who could not resolve the situation as you wanted it and then you getting stroppy with their light hearted goodbye macro?
Arrogance = overbearing pride, so i think that it may be time to take a look in the mirror on that call to be perfectly honest. You made a mistake, little embarrasing and then couldn't get it corrected the way you would have liked to. It happens every now and again to everyone, but that is no reason to take it out on the poor guy/gal who attempted to help you but couldn't due to rules that are out of their hands.
OK it looks like he/she may have hit a duff macro when talking to you, but have you never hit a wrong key or clicked on the wrong icon ever? Again, it happens. I too find those end macros a little corny, but i also understand that they have other people to lok after and anything that saves a little time means they are getting to other problems faster too, which can't be a bad thing now can it?
I reported a trade chat problem last week about a guy who made a sexual reference aimed at children which i (and others) found highly offensive. A GM contacted me within the hours, we had a brief but to the point 'personal' chat in which he assured me they take these types of problems very seriously and went off to sort it with his/her cheery macro goodbye. I was satisfied after the conversation that the matter was being taken seriously and would be dealt with in the appropriate manner and that is all i can ask from the GM's to be fair.
You made a mistake, move on and yes the GM could have been a little more careful with his final goodbye, but it is hardly a capitol offence and as you know all too well, we all make mistakes.
It must be Thursday, i never could get the hang of Thursdays.
@OP: so your major problem with this is that GMs use macro? Is that it? Would you rather be willing to wait 1-5 hours longer for a responce from a GM just because they had to manually type the greeting and the farewells???
I wanted to write in details explaining the benfits of macros in this situation, but I will pass on this one. You are obviously got some beef with GMs (pobably because they couldn't help you) so I wont even bother. You are trying to stirr up the pot with trivial issues.
I am the type of player where I like to do everything and anything from time to time.
http://en.wikipedia.org/wiki/Holodomor - pre-WW2 genocide.
umm first off this is nonsense , wow have best and most accesible gms in industry if you ask me
so, you doint point out what was your problem, gm is assistant.. not game dev, and he cant fix most of the problems
second yes macro, but they make those ferewell themself, i spoke with many gms, the are human, just like me or you, they sit there, and they have to deal with many like you, who moans and doesnt understand when they cant fix things
you will sometimes get gm who just be an ass, and wont help, open new ticket.. and you will get help
so back to macro, they write those ferewell themself, i asked quite few of them, so you imagine
if you have lets say 5/10 ferewells, for ocasion, and you speak with one guy every 5 mins. will you write ferewell every time, or just macro it.. geez ,
as for last, that every wow player know how much gm suxs.. nonsense, i love speaking with gms, or trolling them, i still remember 3 years or more ago, when our arch enemy guild from alliance was doing kazaak, and me and few others guys were suiciding and killing of theirs raid, at that time it was against the rules
so they made a ticket to gm etc etc, it was past 1am in the morning already, so gm came and were observing us, some stopped suiciding after warning some didnt.. i didnt, i was speaking with gm for good 30 mins atleast , it was good chat, in the end he said, that he have to give me temp ban, with big smile, i didnt rly mind, it was 2.30 by that time, and maintance was 30 mins away , by the time i got suspended it probably was 2.50 , almost before servers went down , obviously boss lived !
good times.. great gm ,
cant say i had similar expierences in this year, but i certainly had few good chats with gms
gms are great, everyone who says they arent.. they either got bad mooded gm , look at urself.. ur an ass atm, so ye.. gm might be, open new ticket.. get new gm,
or either.. ur an ass.. well you are, and there is nothing that can be done
I would not even say anything about Age of Conan. There was an AoC gm that cybered some guy.
Rift
I have been trying to resist saying "this may be because they have so few players that they have far more time on their hands than the WoW GM's to chat and that they are far more scared of losing what little player base they have", but it was just to vulgar to say, so i won't.
Oopsy!
It must be Thursday, i never could get the hang of Thursdays.
so because he used a macro, that made him arrogant?
I remember in UO long ago, there was a GM who, when he would disappear, would macro some text, and have a rabbit appear where he had been standing.
Just my CS experience in WOW. One time during a pug raid, I won a roll, but the raid leader accidently gave the item to someone else. The player who recieved the item petitioned a GM, and within an hour, the item was in my mailbox.
My guess is the OP just didn't like the fact that the GM couldn't fix his mistake, so he saw 'arrogance' in the macro. I saw a GM who didn't want to have to say goodbye every 2 mins for 8 hours.
Any customer service which is text based uses pre-scripted replies, Blizzard aren't alone here. Any website you see that has 'click to chat' on it basically has an operator there multitasking up to 8 conversations. Usually with tens of different praragraphs they can draw on instantly to answer comon queries.
I don't see where you are taking offense to be honest. Even the customer services dept in the company I work for has paragraphs ready for pasting in to letters to reply to common client complaints. Makes perfect sense to me, why type the same thing over and over? Lighten up a bit mate.
_________________________________________
You can walk the walk but can you talk the talk?
Exactly! and by using the macros they can deal with many enquires at once and get my issue solved quicker.
_________________________________________
You can walk the walk but can you talk the talk?
Exactly! and by using the macros they can deal with many enquires at once and get my issue solved quicker.
Yes, macros is definitely not the issue. However, I think the time in which Blizzard GMs do respond is a little too slow for a 1 billion dollar company.
Lol'd. Try getting a straight and fast answer out of British Gas or Virgin Media some time and Blizzards GM's will look like winged angels in comparison ;-)
It must be Thursday, i never could get the hang of Thursdays.
Lol'd. Try getting a straight and fast answer out of British Gas or Virgin Media some time and Blizzards GM's will look like winged angels in comparison ;-)
Oh, I agree about other big companies do the same, just making a point about what would be a better argument. Blizzard obviously doesn't need speedy and good customer serivce considering that they have 5 million subscribers in North America/Europe alone..