kestrel

Last night, shortly before I logged, I sent Talons, one of my alts, to the Auction House in Ironforge to get a Dream Shard: I needed four to enchant a new weapon for Falken, my Rogue, and only had three in the bank.

I verified (even over Skype to two friends) that my buyout bid of 38g (for a stack of two shards) was accepted. I went across the way to the mailbox, and opened it. In the box was a bunch of mail, including some stuff I’d sent from Falken earlier (a bunch of Saronite ore that was filling his bags). I opened and closed the box; returned the ore to Falken; reopened the box—still no shards.

So, I logged in Osprey, sent and received mail just fine, and logged in the first alt. Still no shards. I logged in Falken: The items I’d sent earlier (by clicking “Return” in Postal) were there. I pulled out some stuff I’d intended for Talons to disenchant, and sent those items back to him.

Finally, I logged in Talons one more time, and still no shards. I went to the AH and bought two more shards. Those appeared right away in my mailbox, I retrieved them, crafted the enchant I needed, and sent it to Falken.

I then wrote up an in-game support ticket, briefly describing the situation. I figured the AH transaction should be easy to trace, the non-receipt likewise. Then I logged and went to bed.

Silly me. Here is the email I had waiting for me this morning:

Thank you for contacting the World of Warcraft Game Master Department.
After some research it appears the issue you are having may be related to your User Interface (UI). This applies whether you have a custom UI or not. To help resolve this issue we recommend the following steps:

With the game closed please try moving or deleting your WTF, CACHE, and INTERFACE folders out of your World of Warcraft directory. These are temporary cache files that will be recreated by the game the next time you launch. Moving them to the desktop makes it easy to replace them if necessary.

Please also note these folders contain your saved macros and UI addons. By moving or deleting these folders you will also remove any saved preferences, UI addons, or macros you may have added. However, in order for us to troubleshoot the issue we need to remove any modifications to the game and make sure we are diagnosing the default settings.

Step by step guides for your operating system can be found below.

Windows XP/2000
-Click the Start button, select Programs, select Accessories and select Windows Explorer.
-In the new window click the + beside the My Computer option, this should expand a list.
-Click the + beside the Hard Disk with the (C:) label on the end (Or whichever Hard Disk the game was installed on).
-Click the + beside Program Files.
-Scroll down until you find World of Warcraft in the list and double click it.
-In the panel on the right there should be a list of files and folders, the WTF, CACHE, and INTERFACE folders should be in this list.
-Single click one of those folders and it should become highlighted, once that folder is highlighted press the Delete key on your keyboard. Do this for all three folders.
-Once the three folders have been deleted you can close Windows Explorer.
-Start the game again using the World of Warcraft Launcher to see if this helps resolve your issue.

-Note: Please do not run any UI installers or load any mods beforehand, as we want to eliminate them as part of the issue.

Windows Vista
-Click the Start button, select All Programs, select Accessories and select Windows Explorer.
-In the new window click the + beside the My Computer option, this should expand a list.
-Click the + beside the Hard Disk with the (C:) label on the end (Or whichever Hard Disk the game was installed on).
-Click the + beside Program Files.
-Scroll down until you find World of Warcraft in the list and double click it.
-In the panel on the right there should be a list of files and folders, the WTF, CACHE, and INTERFACE folders should be in this list.
-Single click one of those folders and it should become highlighted, once that folder is highlighted press the Delete key on your keyboard. Do this for all three folders.
-If the UAC is enabled, which it is by default, then the system will also be caching these three folders. Near the navigation bar, please click on the link for "Compatibility Files". Once "Compatibility Files" has been clicked, this will take you to the VirtualStore folder. Please check if there is a World of Warcraft folder(usually located in the programs folder), and if so please delete the three folders WTF, Cache and Interface from this location as well.

Note: If you are having difficulty locating the Virtual Store, you will need to manually navigate to the Virtual Store directory.

Using the "Organize" option toward the upper left-hand corner of the explorer window, select "Folder and Search Options" followed by the "View" tab in the new window. Ensure that "Show Hidden Files and Folders" is enabled.

- You will now be able to navigate to the following path and remove the Cache, Interface, and WTF folders:
– C:Users\%username%AppDataLocalVirtualStoreProgram FilesWorld of Warcraft
– Substitute %username% for your windows account username.
– Example: C:UsersJDOEAppDataLocalVirtualStoreProgram FilesWorld of Warcraft

-Once these extra three folders have been deleted you can close Windows Explorer.
-You will need to restart your system at this point.
-Start the game again using the World of Warcraft Launcher, when starting the game right click on the game icon, and select Run As Administrator. This will make sure that any settings you change in game are saved correctly.

-Note: Please do not run any UI installers or load any mods beforehand, as we want to eliminate them as part of the issue.

Mac OS X
-Click on the desktop and then the Go menu on the top.
-Click Applications.
-Scroll down to World of Warcraft and select it.
-Right-click (Control+click if you own a 1-button mouse) on the Cache folder and select Move to Trash.
-Perform the above step for the Interface and WTF folder as well.
-Double-click the World of Warcraft application to launch the game and verify if the issue has been resolved.

-Note: Please do not run any UI installers or load any mods beforehand, as we want to eliminate them as part of the issue.

Important: Please note that certain options (basic Interface Panel options such as combat text, macros, and keybindings) are now stored realm side and will not be reset using this method. If you would like to reset everything back to their default values, please perform these additional steps (steps are the same for both Windows and Mac OS X machines).

Basic Interface Panel Options Reset:
(Note: This will reset all standard Blizzard Interface Options including those not accessible from the Interface Panel. This WILL NOT remove any installed addons or third party UI mods.)
1) Exit the World of Warcraft by logging out of the game to your login screen.
2) On the login screen, click on the "Options" button.
3) Click on the "Reset UI Settings" button.
4) Click on "Okay" to confirm the base UI options reset.

Macro Removal:
(Note: This must be done in-game. There is no current method of resetting all macros. Macros must be manually deleted one at a time.)
1) Open your "Create Macro" window in-game by going to the options menu in-game and pressing the "Macros" button or by typing in "/macro" (without the quotes) into your chat window.
2) Select the macro tab you wish to remove a macro from (General Macros or the Character Specific Macro tab).
3) Select the macro you wish to delete and click on the "Delete" button on the bottom left hand corner of the "Create Macro" window.
4) Follow the same procedure to delete additional macros.

Key Bindings Reset:
(Note: This must be done in-game)
1) Open your "Key Bindings" window by going to the options menu in-game.
2) Choose whether you want to reset your general key bindings or character specific key bindings by checking or un-checking the "Character Specific Key Bindings" check box in the upper right hand corner of the "Key Bindings" window.
3) Click on the "Reset To Default" button.

If these steps do not resolve your issue, please submit a new In-Game ticket and we will attempt to assist you further.
Thank you again for contacting us. We hope you continue to enjoy your experience in World of Warcraft!

*** Please do not respond to this email as all conversations on this matter would be best handled online. **

Regards,
Hahnric
Game Master
Blizzard Entertainment
www.worldofwarcraft.com

Actually, I am going to respond to this email: BULLSHIT.

 
  • Awlbiste May 16, 2009, 10:59

    Because removing all your keybindings and deleting macros will make your mail show up. Riiiiiiiiiiiiiiiiiiiiight.

    Awlbiste last blogged about Twitter: You FAIL.

    • Kestrel May 16, 2009, 11:10

      My concern is that the in-game mail system is so insecure that I, or someone else, can hijack it with a macro or keybinding, or there’s an addon from Curse or WoW Interface that will do so. Because clearly, that’s what Blizzard’s concern appears to be.

      Amirite?

  • krizzlybear May 16, 2009, 12:20

    The only addon that I know that interacts with the mailbox system is auctioneer, but so far I’ve yet to have a problem with it. You have my sympathy. That’s bureaucracy for ya!

    krizzlybear last blogged about Frost and Fire: Partners in Crime.

  • Ray May 16, 2009, 12:37

    Are you 100% positive that your money was taken on the first try?

    Because I got something similar happen to me while using auctioneer. Since Auctioneer displays what’s in his cache from your search it’s happen to me that I clicked to buy something that was already sold to someone else.

    Of course the email Blizz sent you is total BULL but it seems to be their answer whenever they don’t know what to say. Similar to my ISP asking me to reset everything when my internet is on the fitz. Of course I tried that already ty very much. /facepalm

  • Tzia May 16, 2009, 12:41

    Nah, that’s just a standard “we have no bleeping clue what’s happening” mailing. They ALWAYS tell you to dump everything you have that’s a mod or macro or anything you’ve done. Blizzard wil always take that route. Always. They’d rather blame the mods interacting oddly with the actual game than admit maybe they screwed up their programming somewhere and the mod is highlighting it.

    Quickest test I always do when I have an issue, before sending in a ticket, is to disable all my mods, log back in, and see if the issue still exists… if it does, then I send the ticket. If it doesn’t, I bring the mods back up one at a time until I figure out if its a particular mod causing the problem.

    Every ticket I start then begins with, “After disabling all my modifications, I stil have x happening. Here’s what it looks like….”

    That way, when I get the above E-mail I just snicker, giggle, and crack up laughing before going over and bugging either my brother-in-law or husband’s best friend. Ususally one of them can solve it, since Blizzard’s people are clueless.

    Most of the time though, I get a semi-logical answer because then, the Blizzard people have a chance. And this is what I think might happen. :p

    Bob: “Oh bleep! Its problem xyzj243 actually showing up! How’d we solve that last time?”

    Sally:”No clue Bob, get the super.”

    Super: “Just send them an email-”

    Bob :”Can’t disabled their mods before sending this.”

    Super: “I’ll go get one of the IT guys then. Smart players… ugh.”

    Bob: “They get an actual answer for once? Aww man!”

    Tzia last blogged about 72 Paladin in Sholazar Basin – Yeah, about that . . ..

  • Grimmtooth May 16, 2009, 14:40

    I lost a whole pet during the 3.1 shake-out period, and got the exact same email. Your response is pretty much right on target.

    I persisted a couple of days later and insisted that I had done everything recommended except kill my keybindings, but I would do so if they could present me with a reason for that request that made sense. Next day I had my gorilladin back.

    Just keep at it.

    Grimmtooth last blogged about What a difference one clear makes.

  • Kestrel May 16, 2009, 17:17

    Hi everyone. Just a follow up:

    After posting this, I logged in, and filed another ticket as luck (not sure if it was good or bad; probably the former) would have it, I was offline when the issue was investigated. This time, I got a slightly better response: “I can see you have a lot of mail in your mailbox [there were around 17 items; all were either expired auctions–single gems–or successful auctions]. Retrieve all of your mail to see if your missing items are there.” (Paraphrased; I didn’t copy the email this time.)

    Righhhhhhht…umm. Let me see if I’m really so screwed up: We know Blizzard can track every single AH transaction, because that’s why the 1-hour delay for AH mail was created–to thwart gold sellers and other RMTs. So how hard is it to check the AH purchases by Talons (there were only two in the preceding 12-24 hours!) against items gained?

    I have around 14K gold, and enough small gems on Falken to easily create a half-dozen Dream Shards; neither the loss of the gold or the two shards is a big deal. I was simply tired and lazy at midnight last night. So I’m not going to pursue this further.

    Generally, I don’t use Auctioneer anymore; I use AuctionLite. However, I did reinstall Auctioneer yesterday because I do use Enchantrix and Informant. I probably did not disable Auctioneer itself (although I only saw the AuctionLite interface). So yes, it’s conceivable that while AL reported my bid had been accepted, in fact it may not have. Unfortunately, I don’t have any sure way to verify whether or not I actually spent that 38 gold.

    So be it.

    I really try to support Blizzard; I understand how things operate in large companies, in bureaucracies (I’ve worked for United Airlines, a major newspaper publishing company, and the US Air Force), and in online customer service operations. But at some point, the BS flag needs to be raised.

    And hey…at least I posted something!

    • Daemetos May 29, 2009, 09:31

      The best way I track money is to use FuBar and have the plug-in Money_Fu. It will tell you how much you’ve spend, earned, and profit/loss for the session/day/week. then it also keeps on record how much you have on each alt.

      Daemetos last blogged about Lucien Millevoye.

  • Cathy May 18, 2009, 09:26

    WOWsers, I didn’t undersand most of what Blizz told you hehehe. Over my head, but when I was and still continue to phase out in Durotar I got a similar response without the solving the issue. I think you are correct that this is their fallback line when can’t fix an issue.

    Ok I admit it ..it was me..I took your shards out of the mailbox when you turned around. I was quietly hidden behind the mailbox waiting for you to turn your back. My sweet ninja moves kept me out of sight. Mauhhhhhhh

    Cathy last blogged about My Dreanei Mage Update.

    • Kestrel May 18, 2009, 10:20

      HAH! I thought I saw something out of the corner of my eye as I turned complain to a friend about my missing shards.

      I did respond to one of Blizzard’s CS surveys (that’s “customer service,” people!) yesterday with a link to this article.

  • Kestrel May 29, 2009, 09:40

    I use Auditor, which does the same, and more (and doesn’t require the memory overhead FuBar uses–see my article on LibDataBroker!). However, nothing provides a researchable record of transactions. And again, my chat window provided the information that the transaction completed successfully. Short of Quicken for WoW, that’s about as good as you can do. :)

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