This morning I was doing Chains of Flame. We had 3 people fall. Unfortunately, one of those who fell and died had the last key. When he recalled, the key fell in the lava. Now since the only way to get out of the bottom, as far as I know, is to recall or dimension door, there is a problem if one of these characters has a key. If you recall, the key drops, and there is no way to get the key back up to the top. Unless you use Dimension Door. However noone had that spell and you removed those scrolls from the vendors. In this case it still would have been difficult because the person fell right in the lava and it would have been difficult to search for it with the changes to lava.

We get to the last door and we can't open the door. So two of us sent in a help request for a GM to respawn a key. After trying several times to get past the "white screen" we managed to submit a ticket whereupon both of us recieved a /TSSTROWSER error. After getting no response, people started to drop group and we eventually disbanded. Any time I clicked on the help screen I got the same error. I was not able to track the ticket or submit a new request(or report any of the spammers that were bombarding us with tells.) Finally, after clicking on the help tab for several minutes straight, I got a normal screen and was able to track my tickets. And there was no listing of the ticket I had submitted.

I gotta tell you, this was a pretty frustrating experience and a pretty lousy customer service experience. The GM may not have ben able to help in this case. It may have been a lost cause when that guy fell in the lava. But a response would have been appreciated. I've seen people complaining about the bug reporting system being down from about a week or two ago. The fact that it still doesn't work doesn't really give the best impression. The additional facts that the help request seemed to just vanish into the ether and we were left unsure whether it was submitted or not and being unable to resubmit or track out ticket made things even worse. People usually use the help system when things are going wrong. To be stymied like this, just adds fuel to frustration. At the very least, can we get a public announcement about the issues?

On another note, could you make a few changes to Chains of Flame to make this less of an issue. There have been changes made to other quests to avoid the "lost the only key" problem. One solution is to make the door pickable(wouldn't have helped us.) Another is to have multiple copies of the key, either everone can loot a copy from a chest, or in this case, maybe allow us to get extra copies of the key from NPCs. Another strategy is to give us a way to get back to the top if we fall down, maybe with a shrine at the bottom. The fact is, it's really hard to get back to the quest if you have to release. And if one person with a key falls and dies, the whole party is basically screwed. It is way too easy to break this quest.

Prompt action on these issues would be appreciated. (Especially the help issue.)