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[[File:Jagex Player Support.jpg|thumb|Jagex Player Support]]
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'''Player Support Team''', also called the '''Customer Support Team''', is the division of [[Jagex]] staff that interacts with [[account|players]]. The team is lead by [[Mod Kelvin]], the head of Customer Support, who is supported by a team of three service managers and 35 support specialists. A number of the support team have their own @Jagex Twitter accounts and occasionally appear on RuneScape livestreams and podcasts.
   
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The team are responsible for handling in-game abuse reports, offence appeals, processing account recovery requests, and maintaining the [[Rules of RuneScape]], as well as working alongside the QA team to investigate bug reports.
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'''Customer Support''' is the division of [[Jagex]] staff that interacts with [[account|players]]. They normally investigate [[abuse report]]s and [[Black mark]] appeals. [[File:Jagex_Player_Support.jpg|thumb|Jagex Player Support]]
  
   
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The team are also responsible for responding to support tickets, monitoring social media, and passing on player feedback and comments. The team run initiatives regarding account security, phishing scams, computer security and more.
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== Reception ==
  
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Customer Support is criticized by a few players for these issues:
  
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*Using automated replies. This has been confirmed by a [[Jagex Moderator]]. Customer Support will send automated replies to situations that do not seem appropriate. For example in the event of a permanent ban.
  
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*Taking periods of time (that are considered long by some players) to respond to some messages.
  
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*Initial refusal to "erode" old [[black marks]]. Nowadays, many newbies wonder if minor black marks will be removed after a period of time unless a player has been breaking rules in that time. This is true.
  
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*The decisions made after being accused for breaking rules. Some players have reported having their appeals accepted even after swearing and threatening Jagex. This leads many players to believe that Customer Support does not even read appeals, believing that disregard most notably occurs with minor offenses and permanent bans.
  
   
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Customer support via the website is centred on the online support centre, consisting of six areas: Bug report, Account help, Payment support, Safety centre, Technical support and Message centre. Within each section, users are provided with a drop-down of predefined subjects. Selecting these topics redirects the user to a relevant web page with information. A few of these pages offer an button to "Click here to contact us". This button takes the user to a webform where they can send a message to Jagex support.
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They are also criticized for their decision to remove the "Comment on Our Service" link, which was the primary method for contacting Fagex about any in-game issues. The only methods of contacting Customer Support are for certain cases such as bug reporting, advert complaints, billing or technical inquiries. Methods of contact listed on their corporate website are for mostly for business-related inquiries like affiliation and not for players to contact them regarding their account.<ref>http://www.jagex.com/corporate/Contact/contact.ws</ref> One of the only alternatives to contacting Jagex via the Customer Support section of their website for players is to post on the [[official forums]] and hope that a passing Jagex moderator will see their thread and provide insight.
  
   
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Jagex's own website's contact page gives e-mail addresses for specific purposes, but states, "[Runescape] Customer support questions incorrectly sent to an email address above will be deleted!" <ref>http://www.jagex.com/careers/contact</ref>
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Another important point about Customer Support can be explained in this scenario:
  
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*A player has recieved a permanent ban
  
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**The player recounts the incident, feels nothing has been done to incite a permanent ban/could not have possible been able to perform the offence.
  
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**The player tries to view evidence and are presented with a "Sorry, we are unable to provide evidence for this offence" message.
  
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**The player tries to appeal the offence and are presented with an automated response.
  
   
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==Members==
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Most rule breakers are [[report]]ed and punished as necessary however Customer Support is not a favoured branch of Jagex, players are often disgruntled by actions taken against their accounts especially when they're convinced that they are in the right. If a player breaches the rules with a minor offence (such as slight spamming), the blackmarks received will not be as severe as those obtained for breaking more serious rules. "Dangerous Penis" reports such as Password Scamming (which is fun) and asking for personal details are taken very seriously by Customer Support and will rarely be overlooked.
  
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{{Sectstub|Missing some current employees}}
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Members of the Player Support Team include:
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==External links==
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* [http://services.runescape.com/m=rswiki/en/Support_Centre Support Centre on RuneScape.com]
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* Ticket system:
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** [https://secure.runescape.com/m=ticketing/account_help_2014_nologin?cat=4 Account Help]
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** [https://secure.runescape.com/m=ticketing/payment_support_2014_nologin?cat=0 Payment Support]
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** [https://secure.runescape.com/m=ticketing/technical_support_2014?cat=87 Technical Support]
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* [https://twitter.com/JagexSupport @JagexSupport on Twitter.com]
   
 
==See also==
  
==See also==
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*[[Update:Customer support updates|Customer Support updates]]
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* [[Support updates]]
   
 
==References==
  
==References==
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{{Reflist}}
   
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{{Player Support Team}}
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<references/>
  
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{{Jagex Teams}}
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{{stub}}
  
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[[Category:Rules and Regulations]]
  

Latest revision as of 21:31, 18 February 2018

OS
Jagex Player Support

Jagex Player Support

Player Support Team, also called the Customer Support Team, is the division of Jagex staff that interacts with players. The team is lead by Mod Kelvin, the head of Customer Support, who is supported by a team of three service managers and 35 support specialists. A number of the support team have their own @Jagex Twitter accounts and occasionally appear on RuneScape livestreams and podcasts.

The team are responsible for handling in-game abuse reports, offence appeals, processing account recovery requests, and maintaining the Rules of RuneScape, as well as working alongside the QA team to investigate bug reports.

The team are also responsible for responding to support tickets, monitoring social media, and passing on player feedback and comments. The team run initiatives regarding account security, phishing scams, computer security and more.

Customer support via the website is centred on the online support centre, consisting of six areas: Bug report, Account help, Payment support, Safety centre, Technical support and Message centre. Within each section, users are provided with a drop-down of predefined subjects. Selecting these topics redirects the user to a relevant web page with information. A few of these pages offer an button to "Click here to contact us". This button takes the user to a webform where they can send a message to Jagex support.

Jagex's own website's contact page gives e-mail addresses for specific purposes, but states, "[Runescape] Customer support questions incorrectly sent to an email address above will be deleted!" [1]

Members

This section is a stub. You can help by expanding it.

Members of the Player Support Team include:

Picture Name Nationality Role
N/A Mod Kelvin N/A Head of Player Support Team
N/A Mod JonnieE N/A Player Support Specialist
N/A Mod Cake N/A Player Support Specialist
Mod Beans Mod Beans N/A Player Support Specialist
N/A Mod Cheryl N/A Customer Support Specialist
Mod Zee Mod Zee N/A Customer Support Specialist
N/A Mod Gnarly N/A Customer Support Specialist
N/A Mod Ferret N/A Customer Support Specialist
Mod Selfie Mod Selfie N/A Senior Player Support specialist
N/A Mod Beno N/A Player Support manager; Head of Anti-cheating
Mod Chelle Mod Chelle N/A Senior Player Support Specialist; Training Curator
N/A Mod Jane P N/A Player Support Specialist
N/A Mod Mixx N/A Senior Operations Manager
N/A Mod William N/A Player Support Specialist
N/A Mod Weath N/A Anti Cheating Specialist
N/A Mod Acorn N/A Anti-Cheating Specialist
Mod Noodles Mod Noodles N/A Player Support Specialist
N/A Mod Stevew N/A Player Support Manager
Mod Dibs Mod Dibs N/A Player Support Team Leader

External links

See also

References

  1. ^ http://www.jagex.com/careers/contact
v • d • e
Player Support Team
Current
Former
  • Mod Cole
  • Mod Infinity
  • Mod Lor
  • Mod Nia
  • Mod Reach
  • Mod Tron
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