as with any job, when you apply you should know what you are letting yourself in for. I have no sympathy for them as they are getting paid to do this job, unlike the player moderators and forum moderators who work equally as hard, yet get no reward.

Well, quests are fun, and the game is fine, and I'd be helping them if I didnt just happen to live in the Netherlands instead of the UK.

 

I might move someday though...

theres just too many people easy as that, poor jaqex

i havent posted be4 but on behalf of customer services withwhom i have only had one cause to contact i must say they operate swiftly,politely and also give technical advice which is good and the worst of it all it was my fault that i had problems and not jagex as my son had been yanking the wires where they come into the house (embarassing!). so power to the guys who do work hard , and do a first rate job , and most of all do so with clarity sincerity amnd politely

 

 

 

THANK YOU JAGEX CUSTOMER SUPPORT FOR THE HELP U GAVE

 

IT WAS FIRST RATE AND FIRSTCLASS . =)

 

 

 

DUNNOERIK

yea the cs was just another reason for me to gw, which owns =p

 

 

 

still yea cs gets swamped, but still you get payed to do the job, its not like laiing railraod or mining coal..

It is just a thankless job but an important one.

As a person in the software industry who has built business systems and implemented business and clinical systems, I can tell you that customer support for any company with a rapid growth in users is always very difficult. Users are the people who end up "knowing the most collectively" and the "problems" that the initial "knowledge base" are populated with are rapidly outgrown by real problems being reported.

 

 

 

As a person who has been on the receiving end, I have grown - only last week I observed a manager and his team delivering excellent customer service. I called him over and complimented him and his team in front of the two people who directly served me.

 

 

 

Kudos for pointing out that "problems" are always reported dramatically more often than "successes". That does not make real problems any less frustrating to the person who encountered them - but this, along with Jagex's recent comment about responsible game play are important to everyone to keep in mind.

 

 

 

Most important part of play is relax, have fun, it IS ONLY A GAME.

Be careful - do you know where this is most famous? Read about Mr. Stew Leonard and why that is carved in granit outside his stores. Customers are always right, but they still tend to yell and rant at people who did not create the problem in the first place.

 

 

 

I watched a person who was horribly rude and mean to an airline ticketing agent while demanding that he get a first class seat for which he had not paid. He ranted at her about how he flew the airline all the time and he was owed a first class seat. She told him there was not way she could help him. I stepped up and also was a very frequent flier. I got the upgrade because I was nice to the person - they actually told me that.

 

 

 

So, remember, honey works better than vinegar - be nice and objective and you will get much more accomplished.

i would simply like to add that maybe if they just had more mods it would be better. With the exeption of last month i had seen about 3 mods ever, and i have played for almost a year. 3 of the months were nonmembers. then lately i ran into about 3 mods. I would like to add that some of those mods are stuck up. But anyway if they just had more mods, ppl would bug them and not flood the cs. And if they were being dumb a mod could mute them and let rs ban them...

 

 

 

I guess what i'm trying to say is that mods should be the first thing in the line, then it goes to cs. And that more mods are needed.

 

 

 

On a side note, i had to tell someone every step to do a quest. over and over, and very exact. I coudl have writen the soal ban guide off what i told this kid... But if people are that confused about picking up an axe and hitting the right monster, i can only feel sorry for cs.

The people who do customer service to everyone playing runescape deserve a HUGE and i mean HUGE round of applause, where would we honestly be without them to help us out when he have a problem?

 

 

 

However this stuff about wanting more then what your paying for has got to stop. $5 a month of poor baby boo hoo. I pay $25 AUD a month for membership for me and my boyfriend and we arn't going to complain, ro expect the extra effort to made to get "more" then what we paid for.

 

 

 

Wanna know why? Because in real life its very RARE you get more then what you pay for, i myself as a person am very happy with the way Jagex has things run at the moment, im glad they are keeping the prices so cheap compared to other games for example "World Of Warcraft" anyone?

 

 

 

There's gotta be a way to knock some people in the head about this, obviously people who think they deserve more, shouldn't really be playing the game?

 

 

 

I saw a mod in varrock the other day , Mod Mark...i felt sorry for him to be honest, i know they are there to get feedback on the game and all. But come on people can you at least give them some space, its not like they can all read your questions and answer as quick as possible, its like trying to go trade in world 1 or 2 when its full.

 

 

 

But i do agree with C4_redalert more mods would be a good idea. What about getting some "normal" players just people who jagex would put through lets say a "test run" and then get peoples feedbacks or something, because i highly doubt someone is going to go to a jagex mod and go "oh this part really sucks!"

 

 

 

Just a theory on my behalf!!

 

 

 

Nice to meet you all btw! :wink:

The problem with customer service is that Jagex has just grown too big for their support team to handle things on a personal level still, but I'm sure he's been adding people like crazy to help things simmer down.

 

 

 

A lot of the problem is due to the PLAYERS though. Many players make bogus reports that waste hours and hours of the customer service team's time. I think it would help greatly if they set up some filter/compilation systems, if they haven't already, that would lump all similar messages/reports together, that could then be taken care of collectively.

 

 

 

For instance, all reports against a certain player, would get their own file, which would build up as a player gets reported more and more. Looking through these, Jagex could easily determine if this person is a problem or if the users reporting him/her need to be warned. (I can't tell you how many times I got reported for mining without sharing the rocks when I was first starting)

 

 

 

I run into this problem myself going through submissions. Don't get me wrong, I greatly appreciate them and encourage USEFUL submissions, but when I'm updating a page here, and looking through submissions for info, I generally spend about an hour looking through them and making changes accordingly and deleting posts after they're no longer needed... In this hour of looking through (on top of whatever time I spend on my own doing it), I get MAYBE 2-3 useful suggestions. This is largely due to having to delete the same suggestion several times, but occasionally due to people posting nonsense.

 

 

 

So those of you who don't like Jagex customer service, set an example and lead your fellow players into using it appropriately. Discourage misuse of customer service in any way you can :D

personnaly i didnt know that these forums had a newspaper thing

 

but is that it if thats the full thing,or is there a place i can go to read a full 1 :)

I dont think you should encourage people to post against the rules for their account back on the forums. Thats where the problems with customer services would start lol.

 

 

 

PS: More mod would be a lot better, and they should be told not to act stuck up and just be themselves lol.

Nice article i enjoyed the read , you have hit the nail on the head completely on the matter and i hope people learn that jagex is'nt a service for that 1 person, they have an estimated 2 million people to provide a service to and therefore i thank them for being there for every1, gr8 article i look forward to many more :)

It's so sad that people still believe in "Customer is always right"... That saying should have died with the guy who came up with it. Customer service since then has always been hell, and cs workers world round agree on that.

 

 

 

The people who get awesome service don't go around telling all their friends that the service is awesome, but entitlement scum will always tell their friends, their friend's neighbours, and their friend's neighbours' dog that they weren't satisfied with service, just because the cs people won't bend over and kiss their rear end. And most of that is their own fault. Customer service is hell already, and as a customer you are not given a 'right' to make that job any worse. You have the means, but by no stretch do you have a right. And we all know that just because you can do something, doesn't mean you should.

 

 

 

It's like people who walk into a computer store complaining that their wireless mouse is 'broken', and act like you've eaten their firstborn with ketchup when you ask if they changed the battery. Or the ones who demand that someone replace their whole computer system because they downloaded a virus. Yeah, you paid for something. That doesn't mean the company is now your slave. And it's your responsibility to take care of whatever it is you buy.

 

 

 

In this case, it's people paying to use their accounts on member servers. Jagex does reserve the right to punish rule-breakers, freeplay or no. It's your responsibility as account holders to take care of your accounts, because if you do something stupid, they will revoke them or punish you.

:twisted: i paid for this your my slave :twisted: i paid for this your my slave :twisted: i paid for this your my slave :twisted: i paid for this your my slave

 

 

 

lol

 

 

 

I love the part when hes talks about the people who get scammed because they donÃÆââââ¬Å¡Ã¬Ã¢ââ¬Å¾Ã¢t remember the basic safety rules (donÃÆââââ¬Å¡Ã¬Ã¢ââ¬Å¾Ã¢t give out your password, read the second trade screen before accepting, etc.). They get greedy so they try macroing, then complain when they get banned

 

 

 

I've so seen people like that. I've seen one person, I told him something was agaisnt the rules (something like scamming) and he honestly DID NOT KNOW it was agaisnt the rules. If poeple actually read the second confirm window before ending a trade there would be probably THOUSANDS less scammers. I didn't read it once and didn't get scammed, yet I hear people who get scammed alot. JUST READ THE DAMN (I'm glad that word isn't censored here) SECOND CONFIRMATION WINDOW!!!!!!!!!!!!!!!!

 

 

 

Seriously, they should freaking have that as part of tutorial. Give you good items, then when you get scammed of them theres a notice that tell's you to do that. If you don't get scammed at all take away the items anyways but give them something like a random even before they leave.

My God--- how have times changed this quickly? Jagex customer support went from making a "few mistakes" to basically flipping a coin to ban people.

My God--- how have times changed this quickly? Jagex customer support went from making a "few mistakes" to basically flipping a coin to ban people.

 

 

 

Why bump a thread that hasn't had posts for longer than a year?

My God--- how have times changed this quickly? Jagex customer support went from making a "few mistakes" to basically flipping a coin to ban people.

 

 

 

Why bump a thread that hasn't had posts for longer than a year?

It just seems more relevant than ever :cry: . Sorry for the late bumpage.

It's pretty bad sometimes.

 

 

 

I always sneding stuff in but nothing recently :-w

 

 

 

I Sent something in about 2 months ago and they sent me a message today saying they lost the mesage -.-

 

 

 

Well i got like 3 automated messages and resent them asking for a real mesage.

 

 

 

Uusually my questions are answered by mod Burgess which he always give written respond the automated oens are from Mod Emily she is very mean

Well said. So true. I could never be customer support haha, I don't want to lose my soul that way.

Well, if it's still going, I'll post too.

 

 

 

This is one of the first Times articles I don't agree with. Making mistakes is one thing, constantly having to hear unjust bans and not even trying to do the job is another. They can't be trying if things like the recent ones happen... a guy I know got several blackmarks for luring because he wore a full rune (g), and got a load of beggars upon him, so he decided to go near the wildy to shake them off but all he got was about 26 reports? He claimed that "I lolled when I saw this" but then he got this load of blackmarks. I don't care if CS makes mistakes, they should act like humans and not a faulty computer. I'd rather have my appeal wait 3 months before they read it and give back my account that would be banned unjustly, than receive an automated reply 10 seconds after sending the appeal which proves that I'm in control of my account when all I was trying to prove is that "****adoodledoo" is not a swear word but the "speech" of the hen's husband.

I think RS service are the best compared to all the other games. Consumer Service from EverQuest stinks. If you get some kind of issue on that game, and trying to contact a "GM", it takes HOURS before they get to you, then they will tell you "There's nothing we can do".

 

 

 

Very informative article, great job.

but the rest of us need to take a chill pill, and get on with playing the game by the rules.

 

 

 

ÃÆââ¬Å¡Ãâò

I am tired of the customer service bashing, this topic should be pulled back up on regular bases to educate our populous.