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18-Feb-2017 12:53:33

Orcrist9
Oct Member 2015

Orcrist9

Posts: 7,183 Rune Posts by user Forum Profile RuneMetrics Profile
Sorry, but I don't like the new support site. I think it's pretty bad. The articles aren't particularly useful, and I'm particularly doubtful that you have 24/7 support. Contacting Billing Support is impossible with this new support site because it's all buried under these categories. You need a direct ticket link for Billing.
Here, I'll give you this strawberry if you keep it a secret!

19-Feb-2017 13:17:50 - Last edited on 19-Feb-2017 13:20:42 by Orcrist9

Orcrist9
Oct Member 2015

Orcrist9

Posts: 7,183 Rune Posts by user Forum Profile RuneMetrics Profile
cigano154 said :
how do i get in touch of jagex on my ban appeal? tuffty forum mod said it can´t be handed over forums then how do i recover my account? Its seriously unfair that it´s banned over something I did not do personally

Apparently, for whatever reason, they're not letting players appeal bans anymore -- even if they're not guilty.
Here, I'll give you this strawberry if you keep it a secret!

19-Feb-2017 13:21:46

Orcrist9
Oct Member 2015

Orcrist9

Posts: 7,183 Rune Posts by user Forum Profile RuneMetrics Profile
Malua said :
More Slayer said :
So How exactly do I go about emailing you guys? There should be an option to just write out what you need to ask instead of searching through "FAQ" type threads in the support center. Is there even a way to email you guys directly to ask a question?

The Support Centre is set out in a self-directed, self-help way.

It saves resources (time, money) if JMods don't have to type out the same answer over and over again as most questions are common questions.

There are contact points in the Support Centre but they are accessible via forms that get filled out before you hit the send button.
The reason for this is:
1. JMods ID you as part of the process (makes sure you are the genuine account owner)
2. You supply standard information that they need to know before they can answer your issue.

Reply times now are within 24 hours, the old email system logged reply times of 1-2 months.

I'm sorry, but I have to agree with More Slayer. The support site should have direct ticket links straight-off. The support center shouldn't be designed in a "self-help" way, and I fail to see how it saves time and money. You're just making generalizations. If Jagex were to ask players if they actually found these support articles helpful, they'd find out many of us most certainly do not, which is why we're always coming to the forums and banging our heads against the walls to contact Jagex to get help.

Articles can't help players with actual issues that requires Jagex to step-up and intervene with. An article can't fix a bug. An article can't take personal PC settings and specs into consideration. An article cannot account for variables. This isn't a matter of questions -- it's a matter of getting help on an actual issue that requires a response.
Here, I'll give you this strawberry if you keep it a secret!

19-Feb-2017 13:30:46 - Last edited on 19-Feb-2017 13:38:35 by Orcrist9

Erehk

Erehk

Posts: 15,453 Opal Posts by user Forum Profile RuneMetrics Profile
Orcrist9 said :
Sorry, but I don't like the new support site. I think it's pretty bad. The articles aren't particularly useful, and I'm particularly doubtful that you have 24/7 support. Contacting Billing Support is impossible with this new support site because it's all buried under these categories. You need a direct ticket link for Billing.
Is there anything in particular that you don't like as much about the support centre? Topics are covered pretty thoroughly, but if you've found any that are lacking a bit, I'm sure Jagex would be happy to know which in particular so that they can make any necessary adjustments.

Jagex does in fact offer 24/7 support, and response times for support tickets are very quick. Take a look at some of the support stats pages to see just how fast the JMods are with responding to players.

Orcrist9 said :
Articles can't help players with actual issues that requires Jagex to step-up and intervene with. An article can't fix a bug. An article can't take personal PC settings and specs into consideration. An article cannot account for variables. This isn't a matter of questions -- it's a matter of getting help on an actual issue that requires a response.
For topics/issues that require a JMod's intervention, there are links for direct contact with Jagex through the support centre. Not everything requires a JMod's intervention, which is why it's easier, quicker, and more efficient not to have a "contact Jagex here" button for each and every topic within the support centre.
@RS_Erehk

19-Feb-2017 19:00:39

Nead
Sep Member 2012

Nead

Posts: 20,472 Opal Posts by user Forum Profile RuneMetrics Profile
Used it about a couple weeks ago. Quick; efficient to navigate - my Yelp review: 5/5.
- Ornery Onions -
Prioritizing inclusion, friendliness and offering a helping hand to those that need it.

21-Feb-2017 17:10:09

lFatal Dabz

lFatal Dabz

Posts: 29 Bronze Posts by user Forum Profile RuneMetrics Profile
Since Jagex has no Knowledge of the lag that's happening in all of their servers i recommend people not use real dollars for membership instead buy bonds with gp. I P2P runescape not to stand in the bank because i cant do literally anything or else the lag get's you killed and d/c.

21-Feb-2017 18:16:57

Dupkesmaaan

Dupkesmaaan

Posts: 5 Bronze Posts by user Forum Profile RuneMetrics Profile
hello i need some help in the qeust: in aid of the myreqeu

i got to following issue i cant make the staff i got all items and when im put the bar in the furnace ther stands i need to have the mould but i have the mould already on me.
can someone help me out with this probleme otherwise i cant finish my qeust

22-Mar-2017 10:44:40

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