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Subzero

Subzero

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Kakamile said :
no on the email.

That's inconvenient. I wonder why they closed E-Mail support. Perhaps it was spam?

Couldn't even find a ticketing system that worked, either.

Maybe it was too costing in terms of staff resources. Though personally I think players who get operantly banned, for example, should be able to buy their accounts back after a bit, for between £50-500, as a punishment, and a payment for the customer support time they wasted by breaking the rules.
Subzero

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29-May-2015 20:38:17

Kakamile

Kakamile

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Subzero said :
Maybe it was too costing in terms of staff resources. Though personally I think players who get operantly banned, for example, should be able to buy their accounts back after a bit, for between £50-500, as a punishment, and a payment for the customer support time they wasted by breaking the rules.
The support system at Jagex is VERY low-end.

They were overwhelmed by emails that were too easy to produce for menial questions so they canned it.
The forum was the same way, so now there are support forums that are OFFICIALLY just community help.
@JagexSupport was the most recent to go cheap. They had an automatic response system that was absolutely shit because it:
a) gave generic responses
b) they'd give a generic reply but not continue the conversation just to check off the "I responded to a player query" quota
c) often responded to the wrong players
d) actual jmod accounts often had to take up the convo for them
And as of this week, twitter has gone community. There are 6 official "support volunteers," unpaid community members with official twitter handles to do replies for them.
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29-May-2015 20:55:48

Subzero

Subzero

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I concur, Kakamile. I've never really needed to use support, other than now, but I am finding it difficult to get into contact for anything other than billing.

It does feel like a lot of their support time is taken up by genuinely rulebreakers, moreso than victims. To me, Jagex should punish rulebreakers and rehabilitate victims, which is why personally, I would not mind if they allowed Botters, Scammers etc. to buy their account back for a big real-world fine after being banned. The money would help them employ more support staff and in-office resources to help victims.

Especially when items in game now have a validated real-world value because of bonds. :P
Subzero

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29-May-2015 20:59:48

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