The other night, we were doing Naxx HC. I'd lost the key to the focusing iris twice before and was determined to get it this time, alas I won and was like "Finally..." Our guild had not done EoE 25 before, as we never had the motivation to do it, and with Ulduar now here we're focusing exclusively on that.
Though that very same night we were going to do EoE HC for the first [and last] time.

Our raid leader accidentally gave the key to the wrong person, and grrr that was frustrating. So the person who received the item opened a ticket to have it sent to me.. We decided to leave EoE HC for another 45 minutes and eventually we began on it.. No response from GM's yet about the item... We downed EoE HC that night and the guild vowed we were unlikely to ever do EoE HC again... The next morning I get 2 mail responses from GM's. The first was the key from sapphiron.. Second was another one in response to my earlier ticket about rectifying the quest problem in light of what happened. The answer from my ticket was "Not enough info, give more"

So again I open another ticket and explicitly state the details outlining the events so there were no more delays.. 16 hours later I get another ticket saying "We can't help you, better luck next reset!" I thought it ironic that they said "Better luck next reset" after I mentioned our guild had no intentions of completing it again...

Now not only do I not have the neck, but the person who received the key in the first place lost out on the chance to get it... and it is unlikely we will ever get another chance to get it [short of hours of pug wiping/disbanding, or joining another guild] I know it was our raid leaders fault, but now two people have been screwed out of it :(

/frustrated.

Hello Dreamwarden,

I understand the situation is frustrating for you, and you have my sympathies. Unfortunately our response time is currently longer than we would like due to 3.1.x issues being reported in large quantities, and we're working hard to bring it down to more manageable levels. Sadly this did mean it wasn't possible to contact you any faster as there were numerous other reports in queue at the time, and we're unable to skip older reports on behalf of a newer one. You have our apologies for this, but I'm sure you understand every player considers his or her issue the most important, and therefore they're all treated equally by our staff.

It is extremely unfortunate that your guild might not engage Malygos in his lair again. However, it remains he responsibility of the Master Looter to ensure items are correctly distributed, and while we do our best to help out when mistakes are made, this is not a service we must offer, but rather something we choose to do at our discretion as we feel it adds to the enjoyability of the game as a whole. The potential for such assistance does not absolve the raid leader or Master Looter from responsibility; no restoration or transfer is guaranteed, nor can we guarantee such swaps are performed on the day of the report. This is briefly outlined in the following FAQ:

Character & Item Restoration FAQ
Frequent Questions and Answers

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Q u o t e:
Escalation
At times it may be necessary for the Game Masters to escalate your in-game ticket to a member of our Specialist team. Unfortunately due to the complex investigation involved for most of these escalated tickets, these may take some time to be resolved. As each issue is dealt with in the order received, this will affect the length of time to restore your items; on some occasions this may take well over a week to be addressed.

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Should you require similar assistance in the future, I recommend only the current item holder submits a ticket about the matter. The intended recipient's permission isn't required - as long as both were present for the kill, the entire procedure can be completed by communicating with the original recipient alone. The different responses you received were no doubt responses to the several independently submitted tickets, and we apologize for any confusion this may have caused you.

I'm truly sorry that we couldn't help you out faster, Dreamwarden, but we're simply unable to assist you further as we're unable to grant credit for quests you didn't have in your quest log at the time. While your guild may have collectively decided to not fight Malygos again, there remains a possibility for you to join a raid arranged by someone else, and I hope this is something you're able to do at some point. Regardless, if you would like to submit feedback regarding any part of the Game Master service, please don't hesitate to do so by email WoWconcernsEu@Blizzard.com. Thank you!