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Poke to Toke
Jun Member 2020

Poke to Toke

Posts: 19 Bronze Posts by user Forum Profile RuneMetrics Profile
Rs customer support is one of the worst ive ever had to deal with. Actually probably the main reason i switched over to blizzard games, talking live 1 on 1 with a blizzard GM and getting your account set the way u want it or changing something on your account is quick easy and the GMs there actually care about the effort you put in your account*

** on the other hand, on of their rules states that if your hacked and the hacker bots on the account and its banned you cant get it back. I understand its a rule but its the stupidest rule ever made period by any game developer. my 10 year old account that i had 226days played on and have played on since 6th grade is lost due to a hacker. even if u submit that your account was hacked before its even banned they still ban it.

Its a rule and a lot of people agree with it but thats just one reason why ill probably never deal with this game again.

07-Oct-2014 15:12:12

Sakirth
Jan Member 2023

Sakirth

Posts: 739 Steel Posts by user Forum Profile RuneMetrics Profile
Thank you for this blog Mod Kelvin (Awesome name btw). I haven't used the Costumer Support often. But the times I have used it, I got an incredibly fast response and it didn't take me long to get my issues solved.

I must say that I didn't expect to see a blog about the Costumer Support team, but that doesn't mean that I don't welcome it with open arms. I'm looking forward to the rest of the week!

07-Oct-2014 15:15:01

Pin x
Oct Member 2009

Pin x

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Would be nice to have some kind of in game option to talk to a Jmod or someone. Waiting on a email when you have a in game problem is very annoying and can take forever. Just thought i would throw that out there. Thanks.

07-Oct-2014 15:15:04

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
Hi Harbinger,

Yes it is.

We did trial an item Restoration service for three months earlier this year, but found that a) most of those claiming item returns weren't genuine & b) our systems are limited, unfortunately, meaning that we really struggled to restore items effectively.

As for the Archers Ring and Mages Book incidents, both happened earlier in the year, and there's not been anything recently! We've changed our manual processes to further reduce the risk of human error, but to be honest, this is part of the reason why we had to stop the trial - item return is complicated, especially when you're returning hundreds or thousands of items, and for the foreseeable future, we will only return items when our systems have caused the issue.

We went back to recover any items, and pretty much got them all, by the way.

I hope that makes sense.

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

07-Oct-2014 15:23:03

mith dragons
May Member 2008

mith dragons

Posts: 3,418 Adamant Posts by user Forum Profile RuneMetrics Profile
Pin x said :
Would be nice to have some kind of in game option to talk to a Jmod or someone. Waiting on a email when you have a in game problem is very annoying and can take forever. Just thought i would throw that out there. Thanks.

Yea...they have a ratio of 1:18000...you would be on hold for a long time for a issue that can be resolved in 5 minutes. Even if staff was doubled...The ratio is still 1 to 9000...it be too hard to support..

07-Oct-2014 15:24:50

Kakamile

Kakamile

Posts: 10,839 Opal Posts by user Forum Profile RuneMetrics Profile
When it comes to response time,
As someone who listens to complaints of hacks, supports them, and ACTUALLY HAS videos of hacked players on alts watching their main remove keepsakes and sell them after JagexSupport was already tweeted, I have to respectfully say your numbers are wrong. You are a black void on weekends and off-hours, which has been noticed by multiple players.

a) It would be nice if locking one's own account could be easier. Players should be contacting you to recover and prove their account is safe, not to freeze their account in an emergency
b) The "You've been hacked" section of the help area has been called circular and hard to travel

c) Not responding to manual macro ban appeals makes sense, but explain on the page why you don't show evidence. People still claim you have no evidence.

d) The SSA appeal system is far too limited for dealing with billing issue.
*) The SSA support team is either understaffed or underpowered, because as nice as they often decline players' appeals for not having enough evidence.
f) The SSA feedback thread should have links, not be hidden in General Forum.

g) Do you still use your Youtube OfficialJagexSupport channel? It last posted a year ago but you advertised it today. Your twitter account is active, but it isn't referenced from the help wiki.

You're wonderful people when you're actually reached, but everyone thinks you hide from players.
~~~ List of Guides! ~~~ HLF: Linkify! ~~~ Please support my Skilling Boss Ideas!

07-Oct-2014 15:49:21 - Last edited on 07-Oct-2014 16:21:55 by Kakamile

Super Mew
May Member 2019

Super Mew

Posts: 668 Steel Posts by user Forum Profile RuneMetrics Profile
It's cool to see this sort've thing happening now. I've heard the ups and downs of Customer Support (personally I've had an excellent experience with them, except for one question that was never answered on Social Media nor Tickets :c ), but it's nice to see now that you guys are trying to be more transparent and as open as possible. I think that's always a good thing.

07-Oct-2014 16:35:23

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