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Slap Master

Slap Master

Posts: 1,457 Mithril Posts by user Forum Profile RuneMetrics Profile
Not to be rude, but it's not very easy to get any help at all I have a hard time believing you have 77% approval rating. I'm guessing you had a group of what like 10 people? I have no clue where you're getting these poll numbers from but polls are the ultimate lie 90% of the time. Don't fool yourself, embrace that you need improvement. I say this in the utmost respect, love this game, you guys are awesome. However, recently I had an issue I solved it MYSELF.

The "customer service" here is literally going to a wiki page and solving everything yourself. You need to bring back the inbox or at least your email, I get that people spam it, but you're customer service, deal with it, some people actually NEED help and that was a far easier system.

Again, I don't mean to be rude, but my customer service experience was utterly horrendous. Work on it by being more involved with customers. Later!

07-Oct-2014 20:21:45

Supper Man40
Oct Member 2013

Supper Man40

Posts: 1,645 Mithril Posts by user Forum Profile RuneMetrics Profile
I had one technical issue this year, so I contacted the customer support, I received an answer within 24 hours or so I believe, and they were able to solve my issue. So I'm definitely one of those happy customers. I did also get some fast responses on Twitter too when asking about something.

So I think Jagex's customer support is really good, you just need to make sure that the problems you're having have not been written about in the rules/terms and conditions, since they probably won't help you with things that have already been explained. And definitely not with botted accounts.

07-Oct-2014 21:06:07 - Last edited on 07-Oct-2014 21:09:41 by Supper Man40

Velvetango

Velvetango

Posts: 453 Silver Posts by user Forum Profile RuneMetrics Profile
The use of this website for support is a major weak point of the system - the web site is usually part of major technical problems like Java.

When there is a problem on all servers, a notice about that should be very clearly displayed, so people do not panic and think it is just them. Just randomly mentioning Jagex is aware of it to the kids on Twitter is not good enough.

No one is seen to be accountable for following up bug reports. Are these not part of the support system? Gwd familiar vanishing, for example, is a reported problem for years.
Do a survey of how we feel bug reports are followed up.

I cannot currently create a new account. I went to the account part of support, which clearly stated in white menu to include account creation. Nothing there to choose from. Actually finding the email to support button always takes me at least an hour. The problem is - 'unexpected server response' to the email I try to register. Frustrating.

Recovery of stuff after recent whole game crashes was appreciated.

Note: for the first time ever, a forum page refreshed without me having to go back to other parts of the forum and return.

07-Oct-2014 21:42:48 - Last edited on 07-Oct-2014 21:46:25 by Velvetango

Aivlas

Aivlas

Posts: 1,454 Mithril Posts by user Forum Profile RuneMetrics Profile
I think they are doing a great job in my opinion, about a month ago I forgot my email, so I could not disable my authenticator(mine was a little glitchy). They helped me change my account to another email in less than 30 hours.

So for me they are doing a great job.
life is a paradox, which may lead to undesired endings.

07-Oct-2014 22:56:35 - Last edited on 07-Oct-2014 22:59:11 by Aivlas

LvlyButLethl
Dec Member 2020

LvlyButLethl

Posts: 73 Iron Posts by user Forum Profile RuneMetrics Profile
99.9% issues replied too within 48 hours?? Id like to know how I got to be the lucky 1%, and why i havent gotten a response in 10 months http://gyazo.***/5f8a109ad8fed1bd813cd0a022796dd5 , its safe, just a copy of my appeal pending since december of 2013 from my adv log acct status, id post the screenie here but it wont let me, thanks again for the quick service

07-Oct-2014 22:58:16

Orionztail

Orionztail

Posts: 203 Silver Posts by user Forum Profile RuneMetrics Profile
I do hope this gets read by the customer support staff. I have had three needs for customer support in the past.
The first case, a close family member was seriously ill, therefore I was not online as frequently. I did not have a clue that swiftkit was unsafe at the time and got caught in that hack issue or whatever it was. Unable to access my account, I contacted the support team in the thread that hid our posts, as soon as they were posted. Within two hours, my account went to fully locked, then verified, then reinstated with emails to my main and my alternate accounts, through my main and secondary rs account characters. This was incredible in my opinion.
Still dealing with my lack of knowledge on swiftkit, not even being familiar at the time with the definition of 'third party' applications, and being somewhat absent because of my family member, I was quickly hacked again in two weeks. Again customer support was fantastic in securing my account, corresponding with me by email and informing me of various. You know when life is tough at the time, these little things are huge! My family member passed away, and this small care by the team, well I cannot even express in words, how this silly simple game, and the care by that team, how much it meant to me, you all will never know the heartfelt thanks, I wanted to make sure they felt from me. Sometimes all you need is a smile, or a way to check on the kids in your clan to distract from tough times (I am an adult, the smiles helped). All of this gratitude is due to this wonderful team, I've kept the emails from that team. This was May or so 2 years ago. Through these events, the cs team, taught me account safety which I since highly researched and now more than preach to my clan and all young folks here.

07-Oct-2014 23:09:30

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