blizzard customer service

[zod1 0]

we killed rezan in a level 6 key and did not get credit for him we finished but did not timebut still says no credit and rezan is dead  was on apothaas-bronzebeard  with tandraice-shandris  azurehaseo-shandris  faelinyewind-bronzebeard digbick-bronzebeard  in atal dazar

Thank you for contacting Customer Support. We are currently experiencing a high volume of tickets and are not able to respond to your issue at this time. We have provided some resources below that may be of help resolving the issue. If you are still in need of assistance, please respond and a Game Master will assist you as soon as possible. We apologize for any inconvenience this may cause and appreciate your patience and understanding

read the original ticket

Game Master Marrekwethir, at your service. Thank you very much for your patience as your ticket traveled here. :]

I'm sorry to hear you ran into some trouble with looting the cache at the end of your Mythic+ dungeon! I know those runs take a lot of time and effort each week, and it's always a pain to walk away without reward for your work. I hope I can help clarify what happened here.

In cases when you can see the cache, but you cannot open it, your character was not eligible for loot due to not being tapped for the final boss kill. This typically happens when your character disconnects or dies and releases spirit, but does not get back to tap the boss again before the rest of the group finishes the kill.As much as I wish there were more I could do to help out with this, we Game Masters are unable to manually generate loot from these caches. I know it's not the answer you had hoped for, so I do truly appreciate your understanding!

Thank you again for bringing this to my attention today. I hope this helps you along your way!!

apparently ya'll dont read tickets  we didnt recieve the loot cause the boss rezan glitched and i have visual proof  stop sending form letters  here is a screen shot

Thank you for contacting Blizzard Entertainment Customer Support! I'm Game Master Draechsam and I'll be looking into this for you today.

I see that you are having an issue with being unable to loot your Mythic+ cache at the end of a Atal run due to Rezan glitching. After investigating your claim, it would seem that there is aren't any reports of this having a bug. At least, nothing has been discovered yet. 

If you would please submit an in-game bug report with any information related to your inability to loot the chest due to credit not being earned, this would greatly be appreciated and it would help us gather the information we need. To cover all our bases here, I've gone ahead and shot up a report myself. Even though I've gone and done that, it's extremely important due to the fact that this report you send gives way more information than my own. The system actually takes a snapshot of what is going on in the game, including things that we on our end can not see such as buffs and debuffs. The more information, the better.  We've set up forums that our Quality Assurance department uses to track ongoing issues. You can reach them by using the following page:
 I completely get how frustrating this can be, especially when you've done this before with no issues. I honestly wish there was more I could do for you at moment, but right now it's in the hand's of the developers and when they can fix this issue. I know they are actively working on a patches to get fixes for issues like this out as fast as they can. As the previous Game Master mentioned, we're unable to generate the loot that would be received from a Mythic+ cache. 

I understand this may not be what you were hoping to hear, but I’m glad I was able to clear things up. I do hope you have a good rest of your day.

not fixed

Specialist Game Master Endrivenna here, hope the day's treating you well so far despite all the crazy going in the world the last several months.

We're sadly unable to step in and see about manually being able to bypass this and see what might have dropped and who might have won what possible item, but hopefully things will be fixed up asap! 

As a fellow player, I understand that when you log into game, you would rather spend your time playing the game rather than report issues such as this. I wanted to thank you for reaching out to us and reporting this. I can certainly understand this extremely frustrating to you, as well as others that might have run into this.

My goal as a Game Master and a fellow player is to ensure the best quality service possible. I hope that you will continue to reach out to us if you have any other concerns in the future. We are always here to assist our valued players, such as yourself, with whatever problems they encounter. Thanks again for taking the time to reach out to us.

If you need anything else, please don't hesitate to let us know, and I do hope the rest of your day goes well.

ok you say you want to help yet all u said was i want to help read the original ticket  give me an avenue of how to get it resolved.
sincerely  a 14 year player who has sustained your company who is highly annoyed

Game Master Denvorer here to assist you today and I hope your day is going excellent.

I apologize for any frustrations this situation has caused.  I completely understand that you were doing a Mythic + with a group and killed one of the bosses in there, but it was not registering that you killed that boss which resulted in that timer for that run to expire.

We do try our best to help our fans when we can however, there are cases that we are not able to help and assist since we do not have the log data in order to verify what exactly happened and also our tools may have technical limitations that may prevent us from assisting.  In this case here, we can see the Mythic + run and the bosses that were killed, but we are unable to verify if the timer in that Mythic + had already expired nor can we verify what loot may have been provided in those chest at the end of the time nor are we able to adjust or change a players Mythic keystone.  Unfortunately, we aren't able to randomly give out loot to our fans based on what was reported here since we must have evidence through our logs to allow us to show to our Dev team why we provided the loot this way.

Because of this, we aren't able to do much outside of suggest to submit a bug report to our QA and Dev team on the forums to let them know what you have recently experienced in that dungeon so they can check and make sure that killing Rezan in that dungeon is giving the proper credit to our fans.  You are so far the first to report his happening to us, but I will make sure to report it to the appropriate people on our end in case we receive anymore contacts that this is happening.

Thank you for your time and I hope the rest of your day is enjoyable.

still not answered to my satisfaction

Account Action: Warning
Offense: Violation of Customer Support Interaction Policy

The account listed above has continued to ticket in appealing our decision on a matter. At this time, we must ask you to adhere to the outcome we have provided. Continued contacts regarding this situation will not receive a response and may result in severe penalties for this account.

We understand that accidents and mistakes can result in gameplay behavior that isn’t perceived as ideal. Customer Service as a whole, from individual Game Masters to global directors, do everything in our power to deliver an ideal experience. However, as with every job, there are policies and procedures in place to ensure we’re upholding the intended game design. Many of us are avid players of our products as well, and understand why you’re asking for a different outcome.

We would like to make it clear that the resolution you’ve received will be the only one we can offer as a business. While we understand, and welcome, additional contacts that further clarify a situation, there comes a point where the outcome we’re providing is the correct one for us as a game studio. At this point in time, we’d like to make it clear that we will not be able to offer a different solution.

Continuing to submit tickets appealing this decision may result in penalties being applied to your account, up to and including account termination. For more information, please review the Battle.net End User License Agreement.

[Valks 2,373]

We have no way of fixing this for you (we're not Blizzard), but honestly, I know it's annoying to have this bug out, but it's a M+6 at the end of an expansion. In the time you took to write the multiple tickets, wait, etc., you probably could have cleared another +6.

Don't keep chasing this, just leave it and play. You won't get loot given to you.