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IWantACookie
Mar Member 2020

IWantACookie

Posts: 126 Iron Posts by user Forum Profile RuneMetrics Profile
Support for issues that have a designated support channel have been great and efficient. You get to talk to a real person where you can have clear communications from both sides. Even though each time you respond, you might talk to a new person, that has never been an issue as I never felt needing to repeat myself.

Unfortunately not all issues have a designated support channel like this, namely bans. The current way Jagex handles support for bans is that you get a single appeal option and if that fails, then you are left with no more options. Bans are important to ensure fair gameplay, I have even reported to Jagex's tipoff when I see suspicious activity. It is in fairness that Jagex properly enforces their rules as players have to follow them.

Jagex staff are human and are capable of making mistakes. Falsely accusing someone can lead to negative effects on one's mood invoking a range of emotions that may include anger, anxiety, shock, depression, or anything else a person is feeling. However, regardless of the current initial state of a person finding out that they were falsely accused of breaking the game rules, they would try to prove their innocence and would gladly work with Jagex staff to do so.

Moving on, we would go through the current steps that a person goes through to prove their innocence. First the person looks at the offense, sees that Jagex cannot disclose any evidence and that's all the information they have to make their case. Now the person is originally confused why they received the ban, don't receive any additional information, and have to prove their innocence while still being clueless.

After the appeal process, the person will simply get denied and now left with no more options. This just leads to even more feelings of hopelessness where a person had some hope that Jagex would do right by the appeal process. There have been no moment during this interaction where the person has talked to a Jagex employee.

Continued Below

31-May-2023 01:58:59

IWantACookie
Mar Member 2020

IWantACookie

Posts: 126 Iron Posts by user Forum Profile RuneMetrics Profile
This process clearly needs improvement as any person who was falsely accused would try to work with Jagex to get this fixed but don't have any options available to them. A simple support option like the others would help improve communication and allow a person to prove their innocence instead of feeling like all is lost.

None of this is a critique on Jagex support staff. I have had communicated in the past with a range of JMods including Mod Luce, Mod Fozzy, Mod Nox, Mod Saiyan, Mod Rodrigo, Mod Shuffle, Mod Zig, Mod Zee, Mod Ferret, Mod Gnarly, and Mod Krax. Each one has been incredibly helpful, took all issues seriously, and was a pleasant experience even if haven't reached the preferred outcome in some situations. I am hoping that Jagex improves the system so we get a similar level of support that other issues currently have so those that have received false bans feel like they have a voice.

31-May-2023 01:59:25

Archaeox
Dec Member 2011

Archaeox

Posts: 53,399 Emerald Posts by user Forum Profile RuneMetrics Profile
Given that Jagex issues thousands of bans per day, and that given the opportunity every single banned account would appeal, please explain how you would pay for the increased manpower required to change the current system.
~~~~ Just another victim of the ambient morality ~~~~

~~ Founder of the Caped Carousers quest cape clan ~~

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02-Jun-2023 08:18:48

IWantACookie
Mar Member 2020

IWantACookie

Posts: 126 Iron Posts by user Forum Profile RuneMetrics Profile
Archaeox said :
Given that Jagex issues thousands of bans per day, and that given the opportunity every single banned account would appeal, please explain how you would pay for the increased manpower required to change the current system.

As per the description of this forum channel, "Focus more on the problem, not the solution here".

As how Jagex would want to deploy this if they do, it would be up to them. They can do a paid support channel which will bring in revenue for the manpower change and will deter anyone making a false claim for having a cost to it for example.

And Jagex does issue a lot of bans, a huge chunk I would guess would probably be bot farms and such who would just not care about getting banned and just move on to the next accounts.

Anything further than that would be up to Jagex. I am just providing my feedback where I can and hope to see improvements. The current system isn't perfect and there's no expectation that Jagex would implement one that would get it right 100%. But there should be a way to have a voice for when Jagex does get it wrong.

02-Jun-2023 20:24:58

XSlay4DeathX
Mar Member 2007

XSlay4DeathX

Posts: 2,634 Adamant Posts by user Forum Profile RuneMetrics Profile
Nobody really has a voice dealing with any gaming company, in my viewing, I've witnessed which things get fixed first and last, 100% anything that helps a player will get fixed first, anything that harms the player is fixed last.

Does jagex truly value the player base? <--until that turns to a 'Yes', this isn't getting fixed anytime soon. Heck they don't even value our time.

----Jagex----

From my graph here 82.6% of players are using credit cards for membership, rest is bonds via In-game currency. If we take advantage of lower bond sales and increase the need for bonds via a bond shop, these can hit record high prices and force many players to return to asking parents for that credit card again.

"Roger, that is a great idea!" :D

come on....motives of design paint the best pictures to what is going on.

----

Jagex makes more than enough to hire more people, they just don't want to. Losing 10k+ hours is nothing to them vs what the account owner thinks.

18-Jun-2023 07:46:38

DarknessJak
Jan Member 2018

DarknessJak

Posts: 463 Silver Posts by user Forum Profile RuneMetrics Profile
Archaeox said :
Given that Jagex issues thousands of bans per day, and that given the opportunity every single banned account would appeal, please explain how you would pay for the increased manpower required to change the current system. k

All that MTX money? Lol

19-Jun-2023 15:31:58

IWantACookie
Mar Member 2020

IWantACookie

Posts: 126 Iron Posts by user Forum Profile RuneMetrics Profile
I made this post almost a month ago in regards to false bans and according to a post in the 2007scape subreddit, Mod Steve W has clearly indicated that there was an incident with people being falsely banned.

The way they "made it right", is by unbanning ALL accounts during a certain period. This means cheaters/botters have been unbanned as well, which undermines the trust in the cheat detection system that Jagex has always been pushing to be highly confident in. While any accounts that were falsely banned outside of this period still stay banned.

Making it right does mean to unban falsely banned players, but you have also unbanned cheaters/botters and kept falsely banned accounts before a certain period banned. Are you going to make it right to falsely banned players before this period as well when it's clear that the cheat detection methods aren't as highly accurate as shown?

I think it's highly ridiculous to say " I think it's important that we 'own it' " when it's impossible to even bring it to Jagex's attention in the first place.

22-Jun-2023 20:11:12 - Last edited on 22-Jun-2023 20:12:57 by IWantACookie

Sinowarrior
Jun Member 2023

Sinowarrior

Posts: 10,196 Opal Posts by user Forum Profile RuneMetrics Profile
Couldn't agree more. I posted about the same issue in the Jagex Discord and got my head bitten off, everyone seems to be of the position, Jagex is always right, anyone who challenges the status quo is the enemy.

I got accused for macroing and cheating just because multiple accounts I made got banned. The general mentality was that if so many of your accounts got banned, you MUST be cheating. Having baseless accusations hurled at me just because I actually spent time to post about a problem in the hopes that it would better the game and the community, really left a sour taste in my mouth.

The main problem here is getting traction and visibility. The effects of a false ban for macroing with limited channels to progress the issue is catastrophic , the player involved will end up leaving the game, the few who are tenacious enough to come onto forums or other communication mediums to post, are victims of the same mentality I was brutalised with:

"You got banned ergo you must be a cheater, now you are just crying because Jagex caught you, GG LOL"

This is why this issue is so under represented. The people who were victims of unjustified bans are no longer here. The rest are either busy playing the game to care OR plainly apathetic and cynical.

03-Jul-2023 04:16:10 - Last edited on 03-Jul-2023 04:45:18 by Sinowarrior

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