RuneScape Forum Archive | Customer Service Week

Aug

2009

JoeFriday

Posts: 4,560 Adamant Posts by user Forum Profile RuneMetrics Profile

Thanks guys, last year when i needed help changing my name back to the current name that it is now , you were prompt on responding to me and helped me quickly get what i needed. Also really thanks for everything and keep up the good work.

08-Oct-2014 20:19:08

[#CVH12K48I]

Posts: 73 Iron Posts by user Forum Profile RuneMetrics Profile

Mod Kelvin said :
LvlyButLethl said :
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

Eliza beth - i mentioned in the Q&A thread that the offence appeal system works for no one. We review permanent mute and ban appeals, but other than that, we not in a position until the system is revised to respond to every appeal. Please join us from 6pm to 8pm on Thursday where the Q&A will be entirely devoted to the offence system.

Mod Kelvin.

Am I required to wait another day just to possibly get a little help with my account? (Anoobass5/ Pepper) Or could you help me Mr. Mod Kelvin? Ive been a loyal customer on multiple accounts for around 10 years. Currently my account that is perm banned is my only account (except this but I made and got this members just to try and get in touch with you guys)

edit: my appeals are still pending... Cant wait to participate tomorrow! But please Mod Kelvin help a brother out... I would really like to be able to play Runescape again.. and see my friends.

08-Oct-2014 22:26:45 - Last edited on 08-Oct-2014 22:28:58 by [#CVH12K48I]

Irisidus

Posts: 27 Bronze Posts by user Forum Profile RuneMetrics Profile

First off, I would like to say thank you for informing us about your customer support statistics. It does show that you care about actually helping the players outside of the game (meta?), and I'm glad that is a thing that is true.
However, and PLEASE don't take this the wrong way - the way that you're communicating it feels very manufactured, almost patronizing. It looked spun, and it looked like all self-gratulation. I'm not saying that you guys don't deserve some self-gratulation - it's just that, that shouldn't be all that's there. The fact that you included the ratio of requests to mods just makes it feel as if you are almost unwelcoming to dissatisfied players. We know you guys are trying, but like at least a few other people in the thread have said, we don't need it shoved down our throats. If you guys do do this again in future, I would appreciate some more openness with where you messed up, rather than making it seem all triumph. Thanks.
If what I said ruffled any feathers, I apologize. Keep being great.

08-Oct-2014 23:29:07

Nov

2023

Flat Earth Z

Posts: 1,014 Mithril Posts by user Forum Profile RuneMetrics Profile

OK this thread has officially gotten me nowhere except anger management classes.

I work in customer service myself and this week has also failed to elicit a smile from me, simply the small things such as being vegan in an office filled to the rim with meat.

back on track; Im required to be smiley and uppidy all day long so when I get on here and see the blatant lie of support fasad this company is pulling I'm left having wet dreams about working here and pist off the other 99% of the time (when im awake).

^ all on 1 issue, the rest of what Jagex does is actually fairely decent guys.

So PLEASE stop avoiding the issue im adressing.

I'll leave this be as it may mirror your feelings right now (if you've got serious concerns) But I'll have you know this company is top knotch in many areas and the customer support speed is truly amazing. Albeit at the moment it is a little bit more difficult to contact customer support than it used to be, however its still very easy and can be done through twitter, tickets, +email. If you want the fastest response I reccomend you do all the above and post in this thread ONLY if you have a TOPIC you want LOOKED INTO.

DO NOT POST ACCOUNT INFORMATION

09-Oct-2014 05:05:51 - Last edited on 09-Oct-2014 17:21:21 by Flat Earth Z

Nov

2023

Flat Earth Z

Posts: 1,014 Mithril Posts by user Forum Profile RuneMetrics Profile

Also thank you kelvin for replying to all the posts you've replied to so far, I know your just doing your Job, and for all I'm aware there are no explanations fit to tackle the questions I've asked you.

Hope you guys are having a fun week and personally I've always had great customer support up until I was false banned. (unbanned now) This post is discussing a bug with the bot-watch, not asking for a review of my account or anything of that nature. So I have no reason to see why anyone would want to hide it.

09-Oct-2014 05:09:24 - Last edited on 09-Oct-2014 05:15:48 by Flat Earth Z

Nov

2023

Flat Earth Z

Posts: 1,014 Mithril Posts by user Forum Profile RuneMetrics Profile

Mod Kelvin said :
LvlyButLethl said :
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

Eliza beth - i mentioned in the Q&A thread that the offence appeal system works for no one. We review permanent mute and ban appeals, but other than that, we not in a position until the system is revised to respond to every appeal. Please join us from 6pm to 8pm on Thursday where the Q&A will be entirely devoted to the offence system.

Mod Kelvin.
I need to learn how to read
I LOVE YOU KELVIN #1<3

I regret everything pepper. I can be so mean sometimes :L, I'm glad they've looked into your account and I hope you can enjoy rs with me added ingame

09-Oct-2014 05:15:00 - Last edited on 09-Oct-2014 17:22:40 by Flat Earth Z

[#CVH12K48I]

Posts: 73 Iron Posts by user Forum Profile RuneMetrics Profile

Flat Earth Z said :
OK this thread has officially gotten me nowhere except anger management classes.

I work in customer service myself and this week has also failed to elicit a smile from me, simply the small things such as being vegan in an office filled to the rim with meat.

back on track; Im required to be smiley and uppidy all day long so when I get on here and see the blatant lie of support fasad this company is pulling I'm left having wet dreams about working here and pist off the other 99% of the time (when im awake).

^ all on 1 issue, the rest of what Jagex does is actually fairely decent guys.

So PLEASE stop avoiding the issue im adressing.

&@ OILOILOiolio try twitter, the forums are not the place to discuss personal account matters...

alas I have no twitter account mate. I am really just hoping a mod sees my post, takes pity on a bro, and unbans me in time to do the Halloween event... as I missed the last one because I was deployed.

09-Oct-2014 05:31:25

[#CVH12K48I]

Posts: 73 Iron Posts by user Forum Profile RuneMetrics Profile

[#CVH12K48I] said :
Flat Earth Z said :
OK this thread has officially gotten me nowhere except anger management classes.

I work in customer service myself and this week has also failed to elicit a smile from me, simply the small things such as being vegan in an office filled to the rim with meat.

back on track; Im required to be smiley and uppidy all day long so when I get on here and see the blatant lie of support fasad this company is pulling I'm left having wet dreams about working here and pist off the other 99% of the time (when im awake).

^ all on 1 issue, the rest of what Jagex does is actually fairely decent guys.

So PLEASE stop avoiding the issue im adressing.

&@ OILOILOiolio try twitter, the forums are not the place to discuss personal account matters...

alas I have no twitter account mate. I am really just hoping a mod sees my post, takes pity on a bro, and unbans me in time to do the Halloween event... as I missed the last one because I was deployed.

Sadly I also won't be able to make tomorrows Q&A on Offences.. beause I have to work and it ends at 10am for me. so like said before if i mod sees this please unban my actual account Anoobass5/(ingame; Pepper). I have been a loyal customer for around 10 years. And have no other way of trying to contact you guys. I even made this account specifically to try and get a hold of someone. (another 8 dollar cost)

09-Oct-2014 05:41:29 - Last edited on 09-Oct-2014 05:42:10 by [#CVH12K48I]

Feb

2022

StarrFireTx

Posts: 130 Iron Posts by user Forum Profile RuneMetrics Profile

I know as a customer, how dedicated and hard working you all are. I appreciate that you are taking the time, to let us all know more of how you work.

My first hand experience has always been prompt, courteous and helpful answers to all my questions. Technical and otherwise.

Many Thanks! Good job Jagex. ^_^

StarrFireTx Starr

09-Oct-2014 06:52:44

Orionztail

Posts: 203 Silver Posts by user Forum Profile RuneMetrics Profile

I do appreciate the cs team taking the time to do this, this is huge and I would hope many more players see and use this opportunity for feedback.

Thank you Mod Kelvin for the survey link (again will add that fact that it's in the emails now to my toolbox - checked the old emails from support issues, and in our back and forth, the survey was not there). I seriously appreciated the chance to offer feedback as asked, it's an honor to have your team consider our experiences if helpful.

09-Oct-2014 07:41:42

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Customer Service Week