I remember a few years ago, if I had an issue, a GM would make sure the shit got handled. Sometimes it would take a few days, or even a week, but you could rest assured your problem would be taken care of. These days, though, it seems like GM's are nothing more but the most basic customer-service, with absolutely zero power.
Don't take that the wrong way; almost all of my interactions with GM's have been completely pleasant, and I have no doubt that it's a difficult line of work. But... something has changed. Perhaps it's some new policy that prevents them from actually addressing issues themselves, but there is a very stark difference in how GM's handle tickets today, versus how they used it.
For instance, back with the Level 50 Sunken Temple rewards were first added, I chose a Ring as my Paladin reward, but after a few days, I regretted it and deleted the Ring, and put in a ticket hoping to get the Sword instead. The GM responded, not only granting me the sword, but also restoring the ring, as well. Some time later, I was looking for Vergian's Fist, but found it had apparently been vendored by accident, no telling how long prior. Sure enough, the GM restored it.
Years later, I recently went looking for Verigan's Fist, and sure enough, it was gone (likely one of the many items that went missing when I got hacked during WotLK). So, I put in a ticket, and mention that while I know it's been too long for them to find the item itself, I know the item had previously been restored. After an admittedly quick wait-time, I'm basically given a big fat "Oh well!", and they claim there is no record of the item having been restored.
I mean, the GM's themselves are every bit as polite and friendly as ever, but they don't seem to actually address issues very regularly anymore. Maybe it's just perception, or maybe the circumstances behind more recent tickets are just more ambiguous, but it doesn't feel like GM's are really resolving issues anymore, but are simply making sure your game is technically functional.
I dunno, has anyone else noticed this?