StandTogether

Hi My recent thread Runescape Customer Service is incredibly BAD! Has been moved to rants I do not consider it a rant it is a thread for healthy debate on the current rs cust service situation and hopefully to persuade people to take action By moving it to rants you have pretty much guaranteed it will be seen by hardly anyone as demonstrated by the fact it was recieving replys and now that its moved it hasent even got any views. And as such made it a waste of my time and it will not have the intended affect wich is to make things better for everyone I would like it moved somewhere els Please.

What does fixing RWT have to do with offensive language? I see and report offensive langauge all the time. Ever seen a youtube comment section? I'm VERY glad we have a filter in place, or it would be a non stop spamfest. Rule 12 is still a rule; there are other ways to RWT, just very difficult. What good is your 'standing together' going to do? Jagex is a cheap, web based game; they can't personally respond to each of your queries! Instead, use the official forms or ones like Tip.it, that will do an excellent job with them. Jagex does a good job of monitoring and fairly banning, and I have NEVER seen proof of someones account unfairly banned. So what, specifically are you complaining about the customer support? Well thats you opinion and your entitled to it its ment to say rule 11 not 1 appologies for the typo But to do with the rest of your post i must disagree as will 90% of the people that read this jagex customer support is shockingly bad and the game is not cheap and beleave me you only have to look at last years proffit margins, share value and the gower fotune to see the game is making money hand over fist more than capable of sorting there customerservice out i have no desire to insult you like i say your entitled to your opinion but in mine you couldent be more wrong.

Thats right so dont you want to do something about it ? Did you even read the post? While I applaud your attempt, Im afraid its not going to do much, bad customer supports are everywhere, and usually this is because businesses care mostly about the plain old cash. As long as people arent mass-quitting because of customer support, its simply not worth investing into. A single added designer/programmer/debugger will likely generate alot more income then another man on customer support. I doubt the few guys they currently have on customer support are actually worth their salary, so from a business point of view, they are doing the right thing, pretending there is a reasonable support so people wont quit over that, while not wasting any cash on it. They are not going to win/keep much customers since customer support is simply not a deciding factor for most customers. Well thankyou but im afraid i must point out that thats the sort of attitude that will make it stay the same Weather its cost effective or not good customer service is somthing they should have and watchdog will prompt them to do it trust me if it goes out on national tv through the bbc something will get done

Thats right so dont you want to do something about it ? Did you even read the post?

Hi First off if you are here then thankyou for reading and i hope you Enjoy this thread. Second to the mods i hope this is Posted in The Correct place if it is not then please move it. Ok, so whats this post all about...? Well ill tell you its about the sorry state that runescape customer support is in and what we can do about it as consumers, If "you" like my self and millions of others have had a bad experience with customer support then you will know exactly what im talking about if not then you wont What im going to try and do in this thread is tell you what you as a loyal runescape customer can do to make it change for the better..... Not to mention get your moneys worth Interested..? if so read on if your not then thanks for your time but leave now as the rest will be boring. First things first lets get to grips with exactly what is wrong with customer support The following list is a compelation of issues that i myself and others i know have experienced and seen 1. There is no "real" way to contact Runescape customer support :!: 2. Customer support if you manage to find a way to contact them and generaly uninterested and totally un-willing to help 3. Customer Support is extremely slow to do anything that they promise (For instance account appeals take Ludicrous ammounts of time to be done) 4. Player reports to jagex or not investigated properly and as such punishments are dealt out to the innocent 5. The Runescape "rules" are policed way to strictly not to mention way out of date 6. And the most important companies when providing a service have an obligation to provide there paying customers with helpfull, Quik and skilled customer service Jagex demonstrates none of this and when you are a member "PAYING" for the game then im sorry but for me this is just unacceptable So that is whats wrong with customer support in my opinion and if you share my opinion then please read on if not then like i said earlyer its time to go mainly for the reason that i want this to be a place for healthy discussion in to the problem in the hopes of coming up with a solution i have no desire for a flame fest Great your still reading, lets go in to thos issues in a little more detail shall we There is no real way to contact customer support since january 2008 some say that this is due to them recieving millions of spam mails complaining about the drastic RWL changes they made at the begining of this year, If this is indeed the real reason for it being removed then that supports my arguement personaly i cant think of any reason that justifies removing the only way to contact customer support.... Let me explain, as said before they have an obligation to provide a skilled service to there customers and when they made such drastic changes to the game then it should of been expected and quite frankly its tough they should of just dealt with it, and at the end of the day thats all in the past now they arnt recieving those emails anymore I think its time to bring it back dont you...? Customer support is not willing to help Now i can only comment on my own personal experiences with customer support on this matter but judgeing by the fact that the level of skill and helpfullnes never changes when i deal with them i can only assume that its the same for everyone If you use the billing email adress to contact the runescape team and ask a question somtimes they will answer and it will be from one of the mods giving an extremely brief and unhelpfull answer to your question then telling you that jagex billing support can not help you with this issue further they will then proceed to ignore any further emails concerning the same issue Ok so let me tell you whats wrong with that, first off if you are a veteran player you will be well aware that the very same mod that answered you from "billing support" will also miraculasly contact you from other departments aswell For example The forums or Customer support from back in the day So either these people change department every day or they all work in the same place with different contact ques wich means they are lieing to you "billing support" can help you as they are all the same they just cant be bothered. Customer Support is extremely slow to do anything they promise This is self explanatory they are extremely slow to do anything im talking weeks for locked account appeals etc and the tracking page actually tells you to check back every hour..... Something is deffinetly wrong here obviously this is due to 1 of 2 reasons 1. they are understaffed 2. they all just laze around the office all day doing absolutly nothing and once in a while they s[bleep]er over to there computers and do a little work. Whilst i must admit ide like to beleave the second one im forced to conclude that it must be the first and if it is Why..... i mean really Andrew and paul gower are in the top 1000 richest people in the uk. Read this taken from wikipedia Andrew Christopher Gower (born December 3, 1978)[1] is the co-founder of Jagex Ltd, a Java-based game distributor and creator. He is also the lead developer of RuneScape, a popular MMORPG created during his time at the University of Cambridge.[2] The 2007 Sunday Times Rich List claims that Andrew and Paul Gower are the 654th richest men in the UK, worth £113 million (US $217 million).[3][4] £113 million pounds!!!!!! and his company is understaffed his customers giving him that money and he doesent even give them good customer support WTF! Player reports are not investigated properly Im sure alot of people reading this have been punished for somthing they havent done in runescape and if you havent you must of seen some obvious 5 year old say they are reporting someone when the said person has done nothing wrong, this is just mad i mean really they must know that it goes on yet they still dish out punishments like they were hadning out candy The rules are outdated and policed far to strictly Ok so this one is a bit of a grey area still but im going to give you my opinion on it lets first look at the rules * Rule 1: Inappropriate Language/Content * Rule 2: Item Scamming * Rule 3: Password Scamming * Rule 4: Cheating/Bug Abuse * Rule 5: Impersonation * Rule 6: Account Sharing/Tradings * Rule 7: Using Third Party Software * Rule 8: Multiple Logging-In * Rule 9: Encouraging Others to Break Rules * Rule 10: False Representations * Rule 11: Advertising/Websites * Rule 12: Real World Item Trading * Rule 13: Personal Details * Rule 14: Misuse of Official Forums Alot of these rules were justifiable when RWL was a real issue in runescape but it isent anymore so jagex is exploiting them for there own ends wich is wrong considering the rules are supposed to be there to keep the game a fun and happy environment not to enforce the own version of big brother Ok so jagex by there own admition have suposedly fixed Item scamming and real world trading as such why is rules 2, 11 and 12 even there anymore, Furthermore since the RWL the ammount of scammers is practicaly none existant so who do we need rule 11 im somewhat of a conosure of mmorpgs and i have never played any game that wont let you put web adress's in the forums etc. I mean you can even talk about a website never mind provide a link and you are not allowed to talk about any other mmorpg's as far as im concerned this is a breach of freedom of speach but not according to jagex What about my freedom of speech? Since Jagex owns and operates these private forums for paying members, the company reserves the right to decide what may or may not be posted. This is not a breach of your freedom of speech; it is simply to protect all players from content which they might find offensive or inappropriate. Remember that our games are enjoyed by players of many ages and nationalities; please respect that others may not have the same point of view as you do. You might be a firm beleaver in the runescape rules you might not be and you are entitled to your opinion but in my view the rules and structured in a way that jagex can closly monitor what is being said in there game and forums and remove anything they dont like wich is just plain wrong Why is jagex Getting away with providing such bad service and running a "big brother" environment well its quite simple really 80% of runescapes cutomer base are young people "Children" if you like, now i dont want to offend anyone here but most young people dont know there rights as consumers and dont know that good service is what is expected and is industry standard when paying for a service not to mention what to do about it if they do realise what is going on Now im sure that this is not true of all young people so please dont take offence but for the most part over the vast majority it is the case I put it to you that jagex is well aware of this and are quite happily exploiting it to save a few pounds or dollars wichever you prefer As far as im concerned you could argue that this is exploitation of childrens integrety and innocence not to mention borderline criminal in my view Now i have encountered all of these issues in my dealings with jagex and would happily take my buisiness elsware if it wasent for the fact that at its core runescape is an excellent game and you cant find its charm anywhere els Again jagex is well aware of this and as such things are never going to change becouse there is no capacity to complain you cant even get your mesage across on the forums as such posts are deleted very quikly I have pondered how to get this changed for some time without success i even contact the office of fare trade and consumer direct to no avail But ive now found what i think is our best hope to get something done in the uk we have a program on tv called WATCHDOG this organisation amongst other things basicaly puts foot to asse when it comes to companys not doing what they are supposed to but they dont do anything untill they have recieved quite a few complaints somewhere in the region of at least 100 Now if you are from the uk you have probably seen this program and no explination of what they can do for us is nescisary and if you arnt from the uk it will take to long to explain but trust me a complaint to these people will go a long way Now ive allready submitted mine on the website and if you have read this entire thread then you probably feel the same about these issues so i urge you to do the same it really will make a difference if they recieve just 100 complaints theyll take action it will be on tv and everything jagex will be forced to respond and hopefully do something about it all you have to do is go to the website and click "GOT A STORY" then submit your bad expieriences with jagex please try to post them in as much of a structured proffesional manner as you can and hopefully something will get done this is it people if we stand together here and do what needs to be done things will get better The website adress is http://www.bbc.co.uk/watchdog/ the direct link to sumbit a story is http://www.bbc.co.uk/watchdog/gotastory/ If you dont like following links then just type WATCHDOG in to google or your faeorite search engine and it will be the first link at the top Do whats right