Kneeslapper
5 years ago
WHAT?? your GMs have NO IDEA whats happening
after yesterdays (edit IM NOT IN the US, yesterday to me was wednesday random shutdown) random no warning server shutdown ruined my +10 key. i submitted a report to get it restored because it was 100% blizzards fault it was ruined.

the response

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thanks so much for taking the time to write to us about a Mythic Keystone you had that had downgraded. I am really sorry that happened especially if it wasn't in your control. :/

Up front, a disconnection looks the same to us when somebody quits the game or is just disconnected from the game. Because of that we're unable to upgrade, restore, or create keystones (https://support.blizzard.com/article/000121072).

I checked internally and I don't see any issues with the servers at the moment besides the weekly reset. If you're sure this happened out of your control, I woudl recommend troubleshooting your connetion to the game (https://us.battle.net/forums/en/wow/topic/20755606890) and submitting a bug report to our developers (https://battle.net/support/article/15043).
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based on this... the GM had NO IDEA there was a server shutdown.... or didnt even bother to check and just pretended he did...

is this what blizzard has come to? just lying GMs or down right lazy GMs who dont do their jobs?
Edited by Kneeslapper 09/27/2018 12:02 AM
Vrakthris
Support Forum Agent
5 years ago
WHAT?? your GMs have NO IDEA whats happening
Sorry for the confusion, Kneeslapper. The Game Master likely was looking for an actual issue with the realms going off line unexpectedly. I believe you are referring to the maintenance period from this morning.

They weren't lying or lazy, as their job isn't to track every possible realm/server issue that may have happened. I am sorry that we did not have prior notification of the maintenance period, we normally do, but this appears to have slipped under the radar and was missed.

The bottom line is, our staff is generally unable to assist in the restoration of a lost or downgraded Mythic keystone. Sorry.

If you have feedback regarding your interaction with our staff the appropriate means of providing feedback would be to fill out the survey that should become available once your ticket is marked as resolved.
Vrakthris
Support Forum Agent
5 years ago
WHAT?? your GMs have NO IDEA whats happening
09/26/2018 05:06 PMPosted by Monsterskill
And it is a simple check to see if he recently completed one and is trying to cheese

I'm sorry, Monsterskill, but that isn't true. It isn't a simple check, it requires running log searches to verify what the character was doing, that they were in an instance, that they had a keystone and what level it was at. In addition to checking possible server outage. All of which takes time. Restoring the keystone also requires more as it isn't a simple matter of simply pulling one from the air. We'd need to log into the character itself to create it, which again takes more time, assuming the character isn't currently online.

While issues like this are unfortunate, we are currently unable to restore Mythic Keystones in these situations.
Vrakthris
Support Forum Agent
5 years ago
WHAT?? your GMs have NO IDEA whats happening
09/26/2018 05:20 PMPosted by Kellorion
Is the new mantra for the WoW team or what?

I don't see how. Nearly 99.9% of the time we provide prior notification, usually days before maintenance. This one was a little last minute and notification wasn't able to go out in time. That certainly isn't intended or the norm.
Vrakthris
Support Forum Agent
5 years ago
WHAT?? your GMs have NO IDEA whats happening
09/26/2018 05:48 PMPosted by Fortressed
From what I'm aware of when I was online at the time, the server announcements only gave a 13 minute notice on the realm shutdown. Was it not possible to give, say, a 1 hour notice instead?

A 15 minute in-game notice is normal, that is the same countdown it always is. However, there is usually also notification in the Breaking News through the Battle.net App as well as a Tweet. That is what was missed this time around.

09/26/2018 05:48 PMPosted by Fortressed
This seems similar to the Khor Hammer of the Corrupted incident

It isn't. That was an update to an item that was intended to be primarily cosmetic and obtained as bonus loot that isn't part of your normal chance to get an item drop.

For the Mythic Keystone, another key can be obtained by running another Mythic. If you run with someone who uses a key that is a higher level you'll be able to replace the lost levels you had. It isn't the ideal solution, obviously, we'd rather be able to push a button and just fix anyone that ever had an issue, but we're looking at feasible solutions in these cases. This one can be resolved without needing to contact Support, which depending on what the queue looks like, could take days. That would prevent you from actually running other Mythics until we could get to your ticket.
Edited by Vrakthris 09/27/2018 01:13 AM
Vrakthris
Support Forum Agent
5 years ago
WHAT?? your GMs have NO IDEA whats happening
Alright, I think we're getting a bit unproductive here.

For those jumping into this thread in an effort to help or explain or perhaps just to counter an opinion... Please remember, the goal of this forum is to help folks when we can. To provide direction, guidance and in some cases understanding. Understanding that though there are situations in which the desired outcome isn't always possible but their concerns and opinions are still otherwise valid.

For those who lost their Mythic Keystone due to the short notice of the maintenance last night, truly, I am sorry. It is never our intention to cause folks to be inconvenienced.
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