Why even have GM's?

[kavai]

I would really like to know why turbine/WB even hires people for GM's. Whats the point if all they will ever do is tell you to report a bug? I was in a group for CC and it glitched so we never got the end reward and we were still in the instance. So it would be pretty obvious to see that we were not just making it up to try and get free stuff we didn't earn.

So I am asking you Turbine, W.T.F. is up with you guys making it (as far as I can tell) the policy to not lend aid in game? I for one prefer to pay to play the game. So I am PAYING customer.

[Sierim]

Having been assisted by GMs several times, I'd like to note they can and will do much more than simply suggest you submit a bug report and close your ticket for all requests. Sometimes, however, they don't have the tools available to fix issues immediately.

The situation you described sounds like one such instance. Crystal Cove end rewards aren't in chests, and instead spawn within the player's inventory. In addition, the reward varies with what the total was at the time of completion, as well as party level, etc. Is it convenient when these quests bug? No, but the GM probably doesn't have the necessary information to fix that specific error in game, and explaining why may not be allowed for them. As such, s/he asks you to help the developers fix the bug by submitting a bug report.

It's unfortunate that you're left without your reward, but my guess is the GM is doing the best s/he can with the tools at hand. If you ever find yourself trapped in the Crucible's hallway of death, or unable to exit a quest, you're likely to find GMs very helpful. Some tools are better than no tools at all.

[JOTMON]

Having been assisted by GMs several times, I'd like to note they can and will do much more than simply suggest you submit a bug report and close your ticket for all requests. Sometimes, however, they don't have the tools available to fix issues immediately.

When i first started the game about 3 years ago I found GM's very helpful, active and would respond positively and quickly with various issues in the game.

For the last year and a half I would rate GM's very poorly around this point the GM's apparently got neutered.
Many of the in-game requests are autoclosed with no response from the GM. a second or third request is needed to even get a GM to respond and generally it is a cant help you that is a known problem, or cant help you that is a unknown problem - submit a bug report and try again.
Terrible customer support in my opinion every ticket should have some interaction even if it is a answer you dont like.
Autoclosing tickets is rude and vilify's GM's.

Seems to me most of the GM's get designated baby sitters passing out infractions for bad language and childish behavior in chat channels. Terrible job, but someone has to do it and they are paid to do it.

Bug reports are a joke in my opinion, I have submitted approximately 20 bug reports over the years and never have I received a response, followup, or resolution to any of them beyond the initial thanks for the bug report. Tracking Numbers would be usefull here...

It has been posted in the past that there should be a followup questionnaire on the GM that dealt with your ticket gets reviewed by their superiors. There is a lot of inconsistancy between GM's, some are helpful.. many are not.

The situation you described sounds like one such instance. Crystal Cove end rewards aren't in chests, and instead spawn within the player's inventory. In addition, the reward varies with what the total was at the time of completion, as well as party level, etc. Is it convenient when these quests bug? No, but the GM probably doesn't have the necessary information to fix that specific error in game, and explaining why may not be allowed for them. As such, s/he asks you to help the developers fix the bug by submitting a bug report.

Guess they havent fixed that bug.
You are out of luck there many of us reported that bug issue last time Cove was here.
In-game GM's wont help with it or can't as they don't spawn loot or end rewards.
Only thing you can do is runaround killing stuff for extra gems or shrine up and exit and restart.

It's unfortunate that you're left without your reward, but my guess is the GM is doing the best s/he can with the tools at hand. If you ever find yourself trapped in the Crucible's hallway of death, or unable to exit a quest, you're likely to find GMs very helpful. Some tools are better than no tools at all.

In these instances be sure to explain exactly what has happened and where and what you need to get you back on track. The ones capable of helping you will as long as you tell them exactly what you need, they are not mind readers and you can't assume they understand the exact problem. Often they will only fix what you ask for.

Posted in the forums somewhere...In the crucible example there is an existing bug where you can get trapped retrieving the horn, a person dropped the horn from his inventory thinking that would reset the door instead it destroyed the horn. Eventually got a GM, the GM ported the individual back outside that zone so he could redo it, even though the person asked the GM to reset the puzzle he did not explain that he destoyed the horn which is a critical quest piece to advance the quest (why a critical quest piece can be destroyed is a different issue).. Individual was then still stuck in the quest with the ticket closed and GM no longer responding still unable to proceed.

[danotmano1998]

It's bugged out on me before as well.
Filled in a ticket, got no response.

We (Group of 6) ended up wasting a whole 15 minutes of our life. So we recalled out and ran it again.

Not exactly an end of the world scenario.
I can understand why you would be upset that you didn't get help when you asked, but..
Asking "Why even have GM's?" seems a bit over the top to me.

Happy Adventuring!

[Kawai]

couldn't agree with Jots statement enough... +1

[RaidMR]

I had the same problem too last night. Timer counted down and there was no zone out, no reward. Now it could have been because I hit a lag spike and dc'd around the timer was up, but who knows...

I did submit a ticket too, eventually (after going and clearing the entire instance for more gems) a GM did come on. They couldn't help of course, but it was worth the shot and while disappointing it's not the end of the world. Honestly I don't know what the GM could have tried, the cove is not your typical quest even if they have the capability to toggle quest completion flags or reset the timer, it still might not have helped.

[Kinerd]

The answer to your question is: to close tickets.

This is subtly but crucially distinct from resolving the ticketer's issues. Really, it would be better for them to state this up front (in a non-confrontational way, of course), just to manage the expectations. Once you understand what their motives are, it's honestly not so frustrating when your ticket is closed without any interaction, or the GM ignores your problem, or etc. It's also worth pointing out that some GMs go above and beyond what their stated purpose (closing tickets) is, and although it's pretty pathetic to commend someone for acting like a human being, they should probably be commended nevertheless.