RuneScape Forum Archive | Better customer support

CnPx IM

Posts: 1 Bronze Posts by user Forum Profile RuneMetrics Profile

The customer support is still the same as it was several years ago and its extremely outdated. My main account was hijacked and recently regained access and its been banned. I appealed the ban and still not even received an email back letting me know what's going on. Surely if the department that deals with this could trace the logged IPs and Mac addresses and see that the account spent allot of time logged in several miles from its original location and then started Botting and stuff on an account that was extremely high level and had tons of rare items.
I feel like customers to this game are treated extremely badly even thou we are the ones who make this game what it is.
The support section should be somewhere that is made sure to be as easy as possible to access and have ways to speak to staff freely. If anything goes wrong with our account we can't even say our experience in our own words all we can do is just select an option and wait weeks. There is no ticket system, no live chat, not even an email address for account support but there is one for the press?
I love runescape as a game its 1 of my favourite things to do but the company running it in so many ways has no loyalty about the players. Its not all the Jmods fault of course as even they get treated like crap, its the ceo's that make the decisions about what happens and where. Allegedly there is a really small team that deal with complaints and appeals and they are slaved away dealing with thousands of cases on a day to day basis and paid a very small percentage for doing it.
People need to start standing up to jagex and saying that they need to treat its staff and its players more fairly as we are the ones running the game and keeping it going. Its a bad company and they don't put any investment into the game other than things to keep people playing not things that will actually fix all the underlying problems.
My account won't even be investigated as they don't care about days of my time. CnP*

10-Apr-2021 07:59:43

333333333

Posts: 36,620 Sapphire Posts by user Forum Profile RuneMetrics Profile

They're are all good!

10-Apr-2021 10:13:40

Oct

2017

Corder

Posts: 27,892 Sapphire Posts by user Forum Profile RuneMetrics Profile

Hi CnPx IM,

I'm glad to hear you regained access to your account!
What usually happens is, a hijacker will use the account as a bot, just to squeeze out a small extra earning before letting it go.

Try waiting 14 days for a response to your appeal - if it doesn't arrive, it may be an email issue, but rest assured knowing it has been rejected if you're unable to play by then!

Yep, Jagex logs the MAC and IP addresses.
The ban appeal system is still trialing from what I understand, maybe they will consider implementing text fields for explaining later on?

When I was a kid I believe Jagex had live chat, but this was then discontinued.

Jagex Support works off

support centre

, a strong support knowledgebase, which also has links to support tickets for various issues.
If these cannot resolve the issue at hand, then there are other platforms for guidance, where a considerably high % of cases are being resolved every day:

Twitter

(volunteers/employees)

Forums

(volunteers)

Discord

(volunteers)

It will be a good idea that you ensure the security of your device, email and account:
Security Life is like a camera: Just focus on what's important, capture the good times, develop from the negatives, and if things don't work out, take another shot !

10-Apr-2021 17:27:36 - Last edited on 10-Apr-2021 17:28:14 by Corder

Mod Alex S

Jagex Moderator Forum Profile Posts by user

Hey,

We do care about our players and certainly don't want to be banning players who have been hijacked at the time of an offence.

I passed your account on to be reviewed and it has been reviewed by the Head of the Anti-Cheating Team. They have confirmed to me that:

1) The ban is correct;

2) There is no evidence that your account was compromised at the time of the offence.

Unfortunately there is nothing further that can be done. I would suggest creating a new account and starting a new journey on that one.

I'm sorry that it's not better news.

11-Apr-2021 16:56:50

twitch73

Posts: 1 Bronze Posts by user Forum Profile RuneMetrics Profile

I never got an answer as to what happened to my account. I logged out before March 30 lockout. I logged in after April 2nd and I'm missing SGS, glaive and offhand. All the armadyl armor I was wearing and ring. And I'm in burthorp. I logged out by GE. That is my experience. So tell me what customer service form I use? It asks if it's a hack or technical issue. how do I know? I then see people are missing items from the lockout issue on the same day I had my problem so I fill out the forms for missing items for lockout. I then wait a few days and get told that it's not a issue from the lockout after a " thorough investigation". Then told to try the lost items from support. Guess what? I can't because It is now past 2 days! I can't even report it! How hard is it to tell me what happened if it was thoroughly investigated? I got no answers and no help after losing everything I worked for the last year. I have the emails and it's clear nobody cares. I spent probably a hundred hours earning what was worth about 100mil. Do I not deserve a reason for it getting deleted?
I was even told it wasn't the lockout and we will return the items. Then told later it was a type-o and I'm not getting my items! What is wrong with you guys! It's almost impossible to find someone with a pulse in this game, then the guy has no heart either! I left the placeholders in my bank of missing items and you have any trade records from the last week. Why can't you check and give the money or items back? Or even explain why? Then the extreme difficulty and complexity of the support system is appalling! You guys act like I'm a programmer. I'm the customer coming to you for an answer!
Do your support personnel look into something thoroughly but have no idea what happened or why they can't help? Am I to believe that a support professional didn't know that It was too late to get my items when I found out through automated response? So why was I told to try something I couldn't?

11-Apr-2021 23:41:13

Jul

2004

Ms Toxicity

Forum Moderator Posts: 78,314 Emerald Posts by user Forum Profile RuneMetrics Profile

twitch73, welcome to the forums.

I appreciate that recent, unfortunate events have brought you here but I think it would serve your cause better, if you created your own thread. I understand that you were probably looking for an existing thread, to which to seek advice but with account problems, it is best to create your own thread.

In the meantime, if you have been informed that you were not party to the Lockout issues in recent times, it appears that your account has been hijacked. As such, I would strongly recommend that you take steps to secure your computer and account.

For information about keeping your account secure, I encourage you to read the Securing your device and Securing your account pages of the Support Centre.

For details about Jagex policy about lost items, please read the Lost Items page of the Support Centre. If you read the comment at the bottom, there is approximately a 48-hour wait between your claim submission and a response from Jagex.

If you need any further advice or assistance, please create your own thread.

Edit:

Clarity

•

Forum Help

•

12-Apr-2021 08:10:31 - Last edited on 12-Apr-2021 08:16:19 by Ms Toxicity