Original Post — Direct link
11 days ago - /u/Mod_Stevew - Direct link

That doesn't look right - I assume you have appealed this and if so it has already been sorted (we have no backlog of offence appeals and response times are a few hours), if not you can DM me your RSN and I'll happily take a look.

Edit: I have meetings for the rest of today but will check back after work to see if I have an RSN to go on

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by MoonerMMC

Customer service through Reddit posts.

That doesn't look right.

He can appeal the mute and probably already has, but on the off chance he hasn't done that I'll help - the service option is available though

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by Peredi

Sure sure, pick and choose which accounts yall help based on amount of upvotes on reddit

What a joke

Every account that submits an offence appeal will be reviewed, I am offering an option to help if this player hasn't used the offence appeal because on the face of it it does look like we've messed up .. so I'd like to put that right.

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by fanklok

Sorry to bother you but I've tried a few times to recover my original account from back in the day. The problem is it's been such a long time I'm probably not remembering the details of it all properly so it keeps getting denied instantly. If it's possible for you to help can you shoot me a dm and I'll give as much detail as I can. TY either way.

Problem is I can't verify who you are here and any info you give me I can't check (I can't see your passwords as one example) - when you submit a recovery request those things are checked by the system - and we can also see where you are submitting the recovery request from and that can help in the recovery decision process - if your request is denied very quickly that means it has failed the basic entry level checks and would never be accepted even if reviewed by staff - this can happen if you are trying to recover the wrong account so double check that

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by YungCatgirl

could you update us later on whether the person had already appealed? I personally don't have much trust in the support team's ability to handle cases like this...

Yep sure.

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by Mortally_DIvine

My gut tells me this (the comment you replied to) is bait; but it is a serious issue that support seems to constantly come through social media rather than the website.

Of course, there is a bias due to the fact that most "satisfied" support requests aren't posted all over social media, but currently it's not a good look, IMO.

Not putting any personal blame on ya, just offering some reasoning as to why the above comment may be as upset as they sound.

Cheers!

I get that and thanks for the considered post - we do get 500k contacts a year through our support channels and by contrast maybe deal with 20 things on platforms like this ... I do get the 'hard to contact support' sentiment though

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by meesrs

Hi Mod Stevew, why is jagex so strict on mutes suddenly since this year? I understand muting for the N word completely, but now we're allowed to say moron but the R word is a insta mute? I don't get it.

We have changed approach and are now more likely to deal with clear hate language than previously, the words you mention fall under that categorisation for us

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by canofyamm

Every account? I’ve tweeted at multiple mods and not one of them has replied. The only thing I could get was the support twitter telling me to appeal on the website so I did and all I got then was either an automated or a copy pasted response. I understand there’s things going on but to not even get a reply back is kind of disheartening

The responses might be generic, but they are generated from human review - we really don't have the resource to hand type every appeal outcome!

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by TheKhaoticRaven

I love you Steve. What’s your favorite quest?

Not a quest guy tbh, slowly ticking off skill capes and doing my dailies is all time allows for unfortunately

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by The_Fapastic_4

I havent had chance to say this to any Jmods so here's my opportunity.

OSRS has made this pandemic 100% more bearable over here in the States. Thanks for the great content guys!

Oh and happy late Birthday Oldschool!!! 🎂🥳🙌

Aww thanks - nothing to do with me but I'll pass that on to the devs - stay safe 'n' Scape :)

11 days ago - /u/Mod_Stevew - Direct link

I now have the RSN - the player did appeal the mute at 3.24 am UK time, we got to that appeal and processed it at 11.21 am the same day. The mute and offence was incorrect and the appeal was granted. It looks like human error, but I have raised it as feedback with the J Mod who applied the original offence.

Clearly we got things wrong here, no excuses, when that happens we should admit it and try to stop it happening again, so that's what we'll do.

11 days ago - /u/Mod_Stevew - Direct link

Originally posted by [deleted]

[deleted]

He got the help without this post or me ...

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by TolkienAwoken

Something like this should've never triggered a ban, and nonetheless not taken 8+ hours to get appealed. Utterly insane.

This was a mute not a ban

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by TolkienAwoken

Doesn't matter what the ban/mute is, how the f**k does this even happen, and why does it need an actual person to appeal? 8+ hours for something that the system shouldn't have registered in the first place is way too long.

it's not a system mute, it was applied (wrongly) from human review of an abuse report

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by TolkienAwoken

So a human read this conversation, and muted the wrong person?

Yes, I'd imagine a mis-click, either way some sort of human error

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by jeef16

I've also never seen a developer run their customer support through popular reddit posts, but hey, thats runescape

.. Although in this instance the support was obtained through the support channels and not here.

Look I could have ignored the post entirely, and then we get a load of 'Jagex don't care/won't post' type sentiment, or post and then get allegations of 'the only way to get help is on Reddit'.

By engaging here I had the best intent, it looked to me like we had messed up, that isn't typical of what we do so I wanted to help if I could - as it turns out the player was able to get the help they needed through appeal anyway - but I didn't know that at the time of my original response.

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by motoman861

He skimmed it and saw the offensive word and approved, but how didn't he see that it was the guy whose name was ******** out? That's negligent oversight at minimum

That is pretty much it - it's a little unusual, the person being racist reported the innocent person, so race hate language was in the chat but it was not from the person the report was about - that said it is not an excuse - but that does look like what has happened, on seeing the hate text the offence was applied without noticing that the suspect was the player on the innocent side of the conversation and the hate chat was from the reporter.

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by motoman861

Thank you for responding. I agree this is the outlier in that regard, but can you tell us how many people check these appeals as you threw out rhe 500k number for requests, It would be nice to know how much time they actually get to check them. I broke it down with the estimate of 5 people checking to 50 appeals per hour based on the number you gave. Is that close?

500k is the total contact volume to support - offence appeals for mutes are just a (small) part of that, they are a much smaller volume, they are done within a few hours of being submitted and staff take as as long as they need to review each one

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by kobin_n

Maybe it shouldn't take a reddit post most of the time to get any sort of review on an appeal.

It doesn't - this issue was resolved at appeal with no intervention from me, I have added some feedback for the staff involved etc. but the appeal process did work

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by [deleted]

[deleted]

If you have an account in mind that has been muted, had an appeal denied and did not say anything in the evidence that warrants a mute then pls DM me the RSN

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by B-Glasses

Ok but what happened to the other player that baited the mute?

I'm not sure I can say too much about other peoples accounts but Karma is a thing and has been restored.

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by [deleted]

[deleted]

I have 26 new DM's - not sure why some people can't message me ?

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by vangoloid

Jmods sure love to pick and choose what topics to reply to to make them look good

Not sure how admitting we messed up and muted a player unfairly makes us look good but hey ...

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by Yerrold

How about removing automatic mutes for a game predominantly played by 20-40 year olds that already has an in-built profanity filter?

There are no automatic mutes for profanity

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by [deleted]

[deleted]

I'm not sure why I have so many messages to answer then ?

Edit: OK I see it 'only trusted users' I'll change that

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by [deleted]

[deleted]

Yes I've changed it, see my edit.

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by Vaynnie

Clearly we got things wrong here, no excuses, when that happens we should admit it and try to stop it happening again, so that's what we'll do.

If that’s the case then will you look into my ban from 2007 which was falsely applied by an automated system, and has had the appeal denied ever since? I would appreciate it very much.

I’m sure you can agree your automated systems 14 years ago were not 100% foolproof, yet since the offence is “account hijacking”, your team has refused to even look at it.

FWIW: no account hijacking took place whatsoever.

I will donate £50 to a charity of your choice if you actually look into it and it turns out I’m lying.

RSN is “Daftndopy”. Cheers. I don’t know what info your system would’ve logged so if you need context of what actually happened please do PM me.

It's an old ban but there is evidence that you accessed an account that is not yours and your account benefited from one sided trades from that other persons account - if that was a friend allowing you access it is unfortunate, it would have been far better for them to log in to their own account and trade you. Normally we would allow a second chance on a ban that old, the issue is the ban is tagged as account hijacking and those bans never get any appeal options or second chances. Given the ban is 13+ years old, it looks more like a share gone wrong than a hijacking and you are still actively playing and not linked to wide scale account hijacking - I've asked for a second opinion, no guarantees but keep an eye on the account.

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by Vaynnie

Thank you so much! I really appreciate it.

I'm guessing you're not able to see the original trade where I put my whip onto the account, then? As that would show it wasn't malicious, just a mistake. But again, thank you, even if it amounts to nothing I'm just happy that you looked into it for me. :)

From memory I think it was trades of a whip, fury, d boots and about 700k gp from the hijacked acc to yours that triggered the initial investigation and subsequent ban. Anyway I've heard back from the Anti-Cheating Team, whilst it is unusual to remove a ban for hijacking, we both agree to allow common sense to prevail in this outlier case and as such the account has now been unbanned.

10 days ago - /u/Mod_Stevew - Direct link

Originally posted by 4th_Amendment

Obviously the value of items were more back then, but that value warranting a hijacking ban seems crazy to me. My friend and I (be it myself or both of us trading) share a couple different high value items (i.e. Tbow). What are the chances doing this would lead to a similar (auto or manual) hijacking ban?

Presumably your friend trades you and vice-versa, which is all good. If your friend gives you their log in credentials and you then log into an account that is not yours and multi log to trade valuable items from an account that is not yours to yourself - obviously that looks a bit dodge.






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