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Offline RuneScape News

A message from Player Support
« on: March 19, 2019, 15:10:49 »
A message from Player Support

Please read on for a message from Player Support
Source: A message from Player Support

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Offline Only Lilly

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  • Join Date: Sep 2011
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Re: A message from Player Support
« Reply #1 on: March 19, 2019, 15:15:23 »
Good

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Offline Joe

Re: A message from Player Support
« Reply #2 on: March 19, 2019, 15:38:52 »
I am beyond happy to see this!   \:D/

"The belief that the only way to contact Customer Support is via Reddit & Twitter"

Doesn't feel like a belief.  It's true really.  Only way I've seen anyone get any effective help is through those platforms. 

"That the support centre is a maze of FAQs."

Also mostly true.


Challenging myths about Customer Support

By all means.  Go ahead.  As someone who isn't very active in posting, but reads the RSoF on a daily basis, I don't often see mods make replies to issues players have.  It's very possible they've read it, but acknowledgement would be nice.  Same goes for Reddit and on Twitter.  Assurance that people's questions and concerns have been read and looked into is peace of mind more than anything and people will notice that.

Issues with people buying Treasure Hunter keys, Runecoins, or bonds - typically get lightning fast responses unfortunately.  Which DOES make sense to an extent.  If I were a company who sells such products on the side and people are willing to pay the extra money for it, they better get some help ASAP. 

I know these won't happen overnight, and that's fine.  But now that these are finally being mentioned in detail, makes me very happy! =]

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Offline Redtunnel

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Re: A message from Player Support
« Reply #3 on: March 19, 2019, 22:58:07 »
What about all the people who have been incorrectly banned? While anecdotal, two of my closest friends were banned for mining seren stones with touchscreen when that content was fairly new (a lot of accounts were wiped for this, and it became widely known at the time that playing through a phone with Teamviewer was risky). My friends got no help from customer support. One of them was lucky enough to get a lot of traction on Reddit, and as a result, he was unbanned (because his topic reached the top of front page). My other friend, not so lucky.

It's not the fact that people get incorrectly banned that irks me (because frankly, it really is impossible to create flawless detection), but it's the fact that they state they don't make mistakes with bans and that there really is no reliable way of getting in touch with competent customer support, assuming you can even get a reply from someone at all.

I get that people are skeptical when someone says they didn't bot, I am too, but even if you don't take someone at face value, any quashed macro ban or any publicly known case (where they've provably apologized) should be proof enough the system cannot possibly be 100% flawless. Consequently, everyone deserves a second opinion. On a side note, I have been banned twice (both incidences were during major mishap with their detection software and I was compensated with spins and membership). I didn't mind then, because it was on such a massive scale that they dealt with it quickly and accordingly, but I shudder to think about being one of the 1/1000 false positives.

I realize they are just a company. One player doesn't really matter. It would cost them more to spend the extra time to help that one customer than to just cut their losses and let the customer quit. If it's a problematic issue, it's only when they face significant negative publicity that you will get help (or if you happen to personally know someone at Jagex or know someone who does).

People would probably pay an extra fee for "premium support", where someone trained in the appropriate department actually spends some time with the problem. I know I would, because if I have an issue now where I need someone professional, I have very little faith in getting that help. There are fantastic mods who are more than capable to help you, but you simply aren't worth their time.

Here's an idea for all the mods: livestream on Twitch resolving customers' problems in your free time and you will most assuredly make the time worthwhile with all the donations showering you, if the respect you earn isn't incentive enough.
"The purity of a person's heart can be measured by how they regard cats"



 

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