more like customer ignore

[Seraphyna]

Has anyone else noticed that it's impossible to contact Jagex customer support, unless you're reporting a bug or appealing a ban? What's up with that? I have an issue that isn't a bug they have a category for! I had a short mute today for a ridiculous reason. Anyhow, it was under 24 horus and has now been lifted...but I still can't access the forum because it says I'm muted! Yet can I email Jagex customer support and ask what's up? Apparently not! What the heck is that? It's absurd. I guess Jagex doesn't much mind if it's *paying* members are having issues with things that aren't bugs and appeals. :evil:

[Makoto_the_Phoenix]

Probably because your problem is not as serious as you think it is. Relax and you'll get an answer. Besides, perhaps your punishment also merited a longer forum ban.

[Psycho_Robot]

You can just submit a bogus bug report with your question typed in the comment section. They might answer it anyways.

 

 

 

But only if they feel like it...

 

 

 

And it isn't raining...

 

 

 

And it isn't too sunny either...

 

 

 

And there's no tea around.

 

 

 

*sips tea* <- super clever of me =D>

[Smapla]

You can just submit a bogus bug report with your question typed in the comment section. They might answer it anyways.

 

 

 

But only if they feel like it...

 

 

 

And it isn't raining...

 

 

 

And it isn't too sunny either...

 

 

 

And there's no tea around.

 

 

 

*sips tea* <- super clever of me =D>

 

 

 

this is just about the worst idea ever. if you do that they'll more likely ban you for intentionally misusing customer support.

 

 

 

 

 

yeah honestly just wait for the mute to end.

[IeatWindex]

If I ever get a mute I would:

 

 

 

1. Not log on until it's over.

 

 

 

2. Turn private off and use quickchat-only worlds.

 

 

 

Just a bit of advice :

[Seraphyna]

The mute *is* over. It was less than 24 hours...but I still can't get on the forum. When I try to, it says I've been muted in game...but I'm not muted in game anymore >.< Why doesn't Jagex just have a way to email customer support? If there is one, I sure as hell can't find it.

[Psycho_Robot]

You can just submit a bogus bug report with your question typed in the comment section. They might answer it anyways.

 

 

 

But only if they feel like it...

 

 

 

And it isn't raining...

 

 

 

And it isn't too sunny either...

 

 

 

And there's no tea around.

 

 

 

*sips tea* <- super clever of me =D>

 

 

 

this is just about the worst idea ever. if you do that they'll more likely ban you for intentionally misusing customer support.

 

 

 

 

 

yeah honestly just wait for the mute to end.

 

 

 

I've done this several times, and I've gotten actual replies, never has any offense been added to my account for its use.

[elucin8er]

I hate people sticking up for customer support, its the worst system I've ever seen. Tbh, in my opinion, don't ask Jagex, cause chances are they won't know themselves. With some of the updates of seen them bring out, they're definetly not the smartest bunch of people.

 

 

 

Go to WoW man, the customer support is complained about there when it takes 30 minutes in game, I just sit back loving it after coming from RS. Jagex are really pushing us all to the edge. I can't understand how they're somehow so successful, it makes no sense ...

[Felter_Laur]

I have yet to have any problems that I have deemed worthy of customer support, but I agree that it needs to be drastically improved.

 

Now let me ask all of you a question, would it be worth an increase in your RS fee to have it improved?

 

Myself, I would rather keep the same subscription fee and have improved content than an increased subscription fee for something that is so obscenely abused as the customer support system.

[Seraphyna]

I agree...I just wish there was some way to just email customer support...alas.

[Omali]

I hate people sticking up for customer support, its the worst system I've ever seen. Tbh, in my opinion, don't ask Jagex, cause chances are they won't know themselves. With some of the updates of seen them bring out, they're definetly not the smartest bunch of people.

 

 

 

Don't ask cause they don't know anyway? Way to grasp for straws.

 

 

 

And good job calling them out on intelligence when you can barely form a coherent sentence yourself. "Some of the updates of seen them bring out"

[highlanders]

And good job calling them out on intelligence when you can barely form a coherent sentence yourself. "Some of the updates of seen them bring out"

 

There's a vast difference between intelligence and typos. Typos are mistakes you make when you're not paying attention, it is not an inability to write correctly. Similarly, somebody with flawless grammar is not automatically granted intelligence, insight, and knowledge.

[Psycho_Robot]

And good job calling them out on intelligence when you can barely form a coherent sentence yourself. "Some of the updates of seen them bring out"

 

There's a vast difference between intelligence and typos. Typos are mistakes you make when you're not paying attention, it is not an inability to write correctly. Similarly, somebody with flawless grammar is not automatically granted intelligence, insight, and knowledge.

 

 

 

Way to show him up :thumbsup:

 

 

 

But I don't think he'll be back. He probably bounces around from thread to thread like a game of Plinko flaming needlessly then leaving.

[Zierro]

Yeah, Customer Support does suck. But what can you expect when:

 

 

 

1. You only pay $5 per month (WOW is 200% more - so WOW comparisons are obsolete)

 

 

 

2. There are thousands and thousands of other people asking questions that can probably easily be answered in the Knowledge Base or Forums

[Psycho_Robot]

As much as I think the customer service stinks, I have recently had a good experience with it. One evening I was joking around with someone who didn't have a sense of humor. They reported me, and the evidence was bogus. Nevertheless, when I logged in the next morning I found that I was muted for 3 days. :wall:

 

 

 

This shocked me. A lot. Because the report against my account was processed so quickly. I had been muted before, permanently. When I looked in my offense history I found 9 reports had been added to my account on the same day, the most recent report was from about 6 months prior, and the oldest was from over TWO YEARS BEFORE. It was ridiculous. About 9 months later I was suddenly un-muted with no explanation. :thumbsup:

 

 

 

Anyways, I appealed my new 3-day mute and carried on playing. My appeal was accepted and I was un-muted a few hours later. My friend and I couldn't believe how quickly this all had been carried out, especially since our previous attempts at contacting Jagex had gone unanswered for months, and when they were answered it was a useless form-letter response which urged us to "use the Knowledge Base for faster answers to your questions". :roll:

[fat_klutz]

You guys can say things like Jagex's customer support isn't great because we don't pay a lot for it but I know I read somewhere that the majority of people they employ are on customer support.

 

 

 

And honestly, there is none. Everything is automated and I know some people do deserve to be banned but the bottom line is so many bogus bans go through even though no fair and reasonable human would allow it.

 

 

 

Heres something you can do. Make an account and then go the "forgot PW" part of RS.

 

 

 

Just type in random stuff and eventually you will get the account. It works. I had a friend who quit and he had a decent account. I just typed in random crap and eventually got it.

[Seraphyna]

You know what also ticks me off? This was my first offense ever in almost 4 years...the evidence was bogus. BUT I couldn't appeal it because my account was "in the green zone"...that's just stupid if you ask me, but whatever.

[mitochondrion]

 

Heres something you can do. Make an account and then go the "forgot PW" part of RS.

 

 

 

Just type in random stuff and eventually you will get the account. It works. I had a friend who quit and he had a decent account. I just typed in random crap and eventually got it.

 

 

 

 

 

Why didn't you say that four years ago, when I lost the password to my account?!

[RSBDavid]

I hate people sticking up for customer support, its the worst system I've ever seen. Tbh, in my opinion, don't ask Jagex, cause chances are they won't know themselves. With some of the updates of seen them bring out, they're definetly not the smartest bunch of people.

 

 

 

 

 

 

I wanna see you and a group of 79 others handle hundreds of thousands of reports and queries a day, also dealing with about 20% of those being bogus reports that slow your team down. People like you who flame Jagex should be shot. WOW has a lot more CS workers. Jagex made the reporting academy to teach players on how to report better so they can help other players with an actually need much faster. Jagex CS are some of the smartest people. I think another Development Diary should be made over Cs and their Ginormous tasks.

[fat_klutz]

 

I wanna see you and a group of 79 others handle hundreds of thousands of reports and queries a day, also dealing with about 20% of those being bogus reports that slow your team down. People like you who flame Jagex should be shot. WOW has a lot more CS workers. Jagex made the reporting academy to teach players on how to report better so they can help other players with an actually need much faster. Jagex CS are some of the smartest people. I think another Development Diary should be made over Cs and their Ginormous tasks.

 

 

 

That is such a stupid argument. 80 people should be able to go through the bans and make actual decisions on them.

 

 

 

Heres something from them.

 

 

 

 

I'd like to apologize for being sarcastic. I am sorry that player X could not take the time to just look up my woodcutting stat. I am also sorry for never encouraging anybody to break rules. I never once told anybody to do something bad during those conversations. I said I autoed but did it as sarcastically as possible... That guy who reported me was an idiot. Great job enforcing that 13 age limit!!

 

 

 

 

This is what I got back

 

 

 

 

Thank you for your appeal.

 

We are sorry to inform you that this appeal has been denied.

 

We have conclusive evidence that you were in control of the account at the time of the offence and, for this reason, this offence will remain on your account.

 

We suggest you take some time to remind yourself of the Rules of Conduct before you start playing again!

 

Jagex Customer Support

 

 

 

 

Um considering in my appeal I basically acknowledged I was in control of my account that is the stupidest thing possible they could have sent.

 

 

 

I was banned for "breaking rule 9" which is "encouraging other to break rules".

 

 

 

 

fat_klutz: well guess?

 

*********: MY FRIEN DPLAYS TO

 

*********: MAYBE 5 OURS?

 

*********: OR LOWER

 

*********: YE

 

*********: WC LVL

 

*********: ME 85

 

fat_klutz: 160k exp fopr 5 hours isn't that good

 

*********: I HAVBE NOT ALL THE TIME WC

 

*********: I AM NOT A FREAK

 

fat_klutz: besides, if you care about exp why are you here?

 

*********: I HAVE VEN C WARS DUEL ARENA BOUNTY

 

*********: MERCHAT

 

*********: ALMOST FUL!

 

*********: 80

 

*********: u

 

fat_klutz: 99

 

*********: k

 

*********: magic lvls

 

fat_klutz: 99

 

*********: lol

 

*********: liar

 

*********: 44lol

 

fat_klutz: 99

 

*********: liar

 

*********: reported

 

fat_klutz: i hack

 

 

 

 

This was the evidence. Where do I encourage anybody to "break a rule". I did absolutely nothing wrong and yet I got black marks for it.

 

 

 

He reported me for saying I had 99 magic (I said I hacked after he said reported).

 

 

 

And please to god tip.it mods who cares if I shared this. This isn't between me and Jagex so please don't close this thread or any garbage like that.

[RSBDavid]

 

I wanna see you and a group of 79 others handle hundreds of thousands of reports and queries a day, also dealing with about 20% of those being bogus reports that slow your team down. People like you who flame Jagex should be shot. WOW has a lot more CS workers. Jagex made the reporting academy to teach players on how to report better so they can help other players with an actually need much faster. Jagex CS are some of the smartest people. I think another Development Diary should be made over Cs and their Ginormous tasks.

 

 

 

That is such a stupid argument. 80 people should be able to go through the bans and make actual decisions on them.

 

 

 

 

 

 

100,000 /80 = 1250 a person a day

 

Now if they work 8 hours a day they can do 156 per hour or 2 per minute.

 

I want to see you go through 2 appeals a minute and make a custom message for each one. Also, throw in an hour lunch break.

 

 

 

That is why they use automated system. It helps makes the process faster, but less efficient. It is almost impossible to make a robot go through bans and appeals and resolve each one 100%.

 

 

 

By looking at your chat when you say "I hack" it will most likely make the other person believe that if they were to hack, they could have a lvl 99 skill. Take care in what you say.

[Dadevilsidol]

I think your opinion of customer support definately changes when you actually try to use it. I had quite a serious enquiry to make recently and spent several minutes trying to determine how to send in my question. Every option I followed took me back to the knowledge base. As helpful as that is for some things in this case I actually required someone to take physical action on the acount. Eventually I could tenuously link it to a billing problem and then I was able to submit my own query.

 

 

 

Because I had a genuine problem the receiver of my query actioned it and a reply was made straight away. It did not consist of an automated response as the problem I had was quite complex. I was happy someone had taken the time to investigate and come to the correct conclusions and all over a period of less than 24 hours. Jagex staff did have the option of returning my query as it was definately not sent to the right team however they chose the better customer service option of acknowledging and responding to it.

 

 

 

My point is this. If you have a genuine problem/service request Jagex will look at it regardless of the method you send it in. Unfortunately due to gross abuse of the customer service system Jagex does not accept any 'general' enquiry options. This is extremely frustrating and is not uncommon with those automated phone systems where you run out of numbers to press and find you are disconnected without ever speaking to someone. I don't think it is acceptable to excuse Jagex by saying we don't pay enough to justfy decent support (well, maybe in f2p cases!!) as they set the pricing structure. If I am to spend a significant portion of my free time developing a character I want to know that said character will receive help with serious matters when required.

 

 

 

Jagex customer support is good, you just have to find it.

[fat_klutz]

 

100,000 /80 = 1250 a person a day

 

Now if they work 8 hours a day they can do 156 per hour or 2 per minute.

 

I want to see you go through 2 appeals a minute and make a custom message for each one. Also, throw in an hour lunch break.

 

 

 

That is why they use automated system. It helps makes the process faster, but less efficient. It is almost impossible to make a robot go through bans and appeals and resolve each one 100%.

 

 

 

By looking at your chat when you say "I hack" it will most likely make the other person believe that if they were to hack, they could have a lvl 99 skill. Take care in what you say.

 

 

 

It isn't the custom messages that annoy most people. If they used custom messages that would be fine IF they actually banned/warned people fairly.

 

 

 

The person typed reported before I said "I hack". That person was an idiot who got angry that I typed 99 when he asked me my magic level.

[Seraphyna]

 

Jagex customer support is good, you just have to find it.

 

 

 

That's the exact reason I was a wee bit annoyed...they make it impossible to find and you basically have to send in a bug report for everything because there's no way (that I have found) to just message customer support. I ended up sending in a bug report and the issue was resolved...but it took me a good 30mins to an hour trying to find a better way to do it than to misuse customer support through sending a bug report for something that wasn't exactly a bug. I too got sent back to the knowledge base umpteen times...they should just have a better system of contacting them, in my opinion, but I see how that too could be grossly abused.