I'd like to see more PMods in the game to mute the bots and toxic people and scammers. I can't even tell you the last time I saw a PMod in game.
We've recently added a few hundred more, and we have an active recruitment drive rolling over the next few months
Legit question:
If my account gets hacked, and the hacker decides to bot on it, and then it gets banned. How do I get this fixed? Because If I manage to recover my account, I'm still banned - and the ban appeal will autodeny because the hi-jacker was botting. There's no way to currently appeal this through the support system.
Legit answer:
pop a ban appeal into us, response times are up to 14 days but are quite often in the region 3-5. If an appeal hasn't already been used, the type of ban is an 'appealable' offence and the ban was caused by a hijacker .. we'll get the ban removed.
I’d like to see changes to your criteria for handing out permanent mutes to require a more extreme offence.
Permanently muting someone in a video game is a very extreme punishment. Let alone in a game such as runescape where player interaction is a large part of the game.
There are cases where players definitely do not deserve a PERMANENT mute but still get declined when appealing.
To be fair, permanent mutes are only issued for really persistent offending or behaviour that is very concerning, we actually apply far less that you might think and when we do it's with good reason. The option to appeal exists for most perm mute cases, so there is almost always an in road to have a review and get a double check.
Good to see! Hope to see the next one about Account Security! Soon for the next Blog!? Thanks for letting us know that ya'll are working on everything. That would be GREAT to be able to get Lost items back! Hope ya'll can do a Stat reset for other Combat Skills someday : Attack, Strength, Magic, Ranged, Summoning!
We've started on blog 2, it covers complex topics and needs input from a number of teams across the business, hard to put a launch date on it but it's 100% on our radar.
Wow, in just the past week or so there's been a marked increase in transparency. Is it conspiracy theory-ish of me to wonder if this is at least related to Fukong going down the drain and looking to sell Jagex?
We first mentioned these blogs back in March ... gotta love a conspiracy theory though :)
u/Mod_Stevew I didn’t know you were an OSRS JMod, I thought you focused on RS3?
My team works across both games, but I am the primary liaison between the support team and the OS team
Yeah! I had a chance to chat with a couple of them for a bit, all very nice and chatty. Was nice to see all the effort that goes into player support.
Good to hear :)
Hey Steve whenever this system launches I did just recently lose 6 twisted bows which I would like back. You can just put them right in my bank (in tab 5, that's the ranged equips tab). ty m8
Sounds legit. I'll round up to 7 just in case you miscounted ;)
Reading the blog post rn
I’m very much against the ‘Answer Bot’ which tries to answer commonly asked questions. In a time of panic such as being locked out of an account the last thing we want is an automated system that more often than not does not help. We want a real person who can help us as quickly as humanly possible. I’m sure JMods know the struggle of calling a local business and having to sit through a phone tree of option menus before connecting to a real person. As someone who deals with this a lot I can tell you a real person is what we are after. Players won’t bot the game, maybe Jagex can not bot the customer support.
We do understand that point - human support will always be available, the answer bot approach is about helping people much sooner than a human staff member could, for example where the player just needs a 'nudge' in the right direction to resolve their issue in real time, rather than queuing for human support that may not be needed
Will the blog on account recovery/lost items, also include things like restoring hardcore statuses? I don't have a HCIM, but if returning lost items is something you're considering, I think it should be looked into whether or not HCIM statuses that are lost due to bugs could be fixed.
I hate seeing people lose their status because of an in-game bug, or a server-side DC.
That isn't part of the plans we are looking at, and I'd probably want the expert J Mods who make the game and are close to the community to express their views, but if the need exists and genuine players are frustrated, then as a service team we would be happy to at least explore feasibility
Read moreI'd like to make a remark on player toxicity that might be really polarizing but I'd really like Jagex to consider it.
I grew up both on internet forums as well as in a liberal household with gay parents and it was very common for me to come across homophobia online and to me it never really bothered me because it's not exactly real. People on the internet act a different way than they actually believe online because it's heavily dependant on the cultures they're exposed to.
To me someone saying "fag" doesn't have homophobic connotations like the original use of the word once had and that to me is a major sign of progress where slurs take on new meaninings and get co-opted by group to represent themselves in an attempt to own or take back the word such as with the N word or the word "Queer."
I think it's important that if we have a filter in this game to not punish people who use the words and slurs because it disrupts the discourse groups undergo and cottle...
Wow! Thanks for such an insightful post, it's exactly these sort of sentiments we need to be mindful of and actually form the fundamental reasoning behind our approach to seek player opinions on toxicity in the survey mentioned.
Sadly the only mention of an authenticator delay was that they are aware of our requests... very disappointing
That isn't being ignored, but it lends itself well to the next blog - don't worry we will speak about it!
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In short 'yes', although right now it is no further developed than a cool concept, it is something I'm personally quite an advocate for!
We often forget how much passion these people have for the game. When I got the chance to visit Jagex it was clear the things that frustrate us clearly frustrate them too. The passion clearly emanates from Jmods in person but not so clear online. It's nice they are finally opening up about this and the huge problems they are having with old systems getting in their way of making the game and support as good as we and they know it can be.
Thanks for your kind words, did you see the support team when you visited?
"SORRY, A PROBLEM OCCURRED. Due to your account status, you must start your account recovery from inside the game. Please launch RuneScape and click the forgot password link on the login screen to continue."
That is normal for some type of accounts, it doesn't mean you can't recover - just follow the advice and do it from the client log in
When considering ban appeals, you say that half are duplication appeals. What if somebody was previously declined for an unban but then attempts a year later. Are those considered duplications?
Honest answer incoming - 'yes' they are ... the chances of the original ban and the subsequent appeal both being incorrect are very slim, so to offer unlimited appeals when we have already applied due diligence and carried out a review would only clog the system with historical bans we have already checked, which would slow us in getting to help someone who is submitting their first appeal
I have to give Jadex credit. They are one of the few games out there that actually listen to their player base.
I think from a support team perspective we have always listened, but that hasn't always been entirely obvious because we haven't always been good at letting you know the things we are working on as a result of your feedback - this blog, and the ones to follow, are a good step at putting that right.
We completely understand that many of you expect an email response to your enquiries. Currently we are only able to reply to some messages via email and others via the message centre, which can sometimes lead to our messages going unread. This will be changing so all responses will indeed be emailed out.
This is kind of worrying, so much for "Jagex will never email you" etc.
That stance relates more to phishing. In the context you have quoted the player will be expecting a response because they will have instigated the contact, and the email message will be regarding the enquiry the player has raised, which is a bit different to receiving an unsolicited email out of the blue.
Maybe for account security also give us
1) OPTIONAL authenticator delay 2) optional 5 recovery questions (not possible anymore, and can't change if you have them) 3) link your ID or something to your account
All topics we will comment on in the next blog, don't worry we know these things are on peoples minds but they deserve a dedicated blog so we can fully explain the issues
Read moreYou know what, I'm actually optimistic about Jagex's future regarding player support. We will have to wait and see what the end result will be, but the transparency and honesty here is fantastic.
The Current Situation
I think we secretly knew that Jagex's systems were heavily outdated. I didn't expect it to be this bad though. Glad they're finally upgrading. It definitely won't be easy going from a legacy system to a modern one.
Answer Bot
I always like these kind of bots on other websites. There it's a great tool that fits a certain niche between a regular search and 'human' support. It basically just narrows down your search results by asking follow-up questions.
Not sure where Jagex is going with this though. The wording almost make it seem that it will be something hidden away, that you'll only see when making a ticket. I don't know, I just hope it's going to be good.
The Support Center...
Thanks for your considered response, we'll expand on live chat in future blogs but you are right to identify the verification issue, getting the balance right between helping people quickly in live chat but also verifying who we are speaking to is a challenge. The natural approach (I think) would be to only offer the service where verification is not important, for example to offer general advice, tech support etc.
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