Closing tickets without talkign with players == poor

[Montrose]

I won't be mentioning GM names for obvious reasons, but I would like to bring up an incident that I consider unfortunate.

Every Thursday night I play quests with a static group of characters. We have rules about no gifting items, use only what you find or can afford on the AH, no grouping with others (except for certain raids that cannot be reasonably accomplished by 5 under-geared players at-level), etc.

With such rules in place, we try to squeeze out as much experience and loot as we can from quests. We complete the optionals that we can reasonably accomplish in order to get extra chests and experience.

Ok, enough background. Last Thursday we were in the last quest of the new seahag series. This is a great quest, lots of fun. There are several optionals for poisoning wells, breaking barrels, etc.

We got to the pentagram at the end, and realized that we still had one tent and one barrel to go to get two optionals. We backtracked to the beginning of the quest and found no other barrels. We did find one tent in the first room that was impervious to our attempts to alight it.

It was impressively non-combustible, surviving multiple firewalls, comet falls, and scorching rays.

We conjectured that there was probably an exploding barrel that was supposed to be by the tent to light it on fire. This would explain both the missing barrel and the incredible flame retardance properties of the tent.

So I opened a service request that said (not verbaitum, I am at work and don't have the client here) something to the effect of "We would like to complete the optionals but this barrel appears to be missing, yada yada")

A short while later (not sure how long) I get an exclamation point in the top-right of my screen to let me know my ticket was updated. The text said, in essence, "file a bug report."

I decided that I just wasn't clear enough in my original ticket, and so filed a second ticket (not trying to abuse the ticket system, just thought that maybe the issue was on my end for not explaining it well). I put in there a more explicit note about the group and our desires to get this optional.

The second ticket was again closed without any direct contact by a (different) gm. The second GM stated that this was not a known issue, so they couldn't help.

Wow... that's just... poor.

1) Why is it that a GM has no ability to fix this issue? We weren't scamming, a simple check would have shown that we destroyed every single available breakable in that quest, including ones that are "hidden" in the "secret area".

2) Why would you close the ticket without, at the very least, having a brief conversation with me? Even if you can't fix the problem, you could at least have a dialog with me and perhaps express some kind of empathy with the situation.

I've been playing, and paying for, this game since 2006. I have filed maybe 4 or 5 help requests in that entire time. I do not abuse the request system or expect a GM to give me undeserved rewards.

I think a simple series of tells to establish that they understood the situation, express empathy, request a bug, but are unable to help would have been far better than a unilaterl conversation wherein they just close my help ticket without any input from me. It essentially felt like I was being dismissed/ignored. Not a good feeling.

Anyway, I still enjoy the game and I'm not going to quit or demand a bajillion turbin points or anything, just offering up a view of what happened and how it made me feel in the hopes that customer service can appreciate how their actions can come across.

tl;dr - closing tickets without talking to customers comes across as rude

[Impaqt]

Barrel isnt inthe tent.

THe counter gets goofy sometimes when you use the giant barrel to explode lots of small barrels.

I've also run into the Cant burn the 3rd Tent. FIled a bug report as well....

I dont think GM's can spawn breakables or "Tents" to burn.