Jagex Customer Support
Jagex Customer Support
Most of us who play RuneScape 3 or Old School RuneScape have done so for many years, some since the day it was released. We've found friends, significant others, and those we'd consider to be family. These games have helped us through the most difficult times in our lives and have helped us celebrate some of the best times in our lives. We've watched it grow from something small to a game most people can recognize by name.
As the years have passed there have been many changes made to the games. Whether it's quality of life, more content, diversity, etc. At times it really feels as though Jagex listens to its players. When we asked for more accessibility, they began to make changes so everyone could enjoy the games we have come to love. When we asked for more diversity, they began to implement changes that made the games a safer place. They also add content to the games to keep it fresh and appealing to new and old players alike.
One thing I think we can all agree on is that Jagex is lacking in one particular way, Customer Support. There is no true way to contact a human at the company unless you tag a Jagex Moderator on Twitter, write up a Reddit post, or tag JagexSupport on Twitter which a good majority of the time results in a response that doesn't help at all. At the moment we're facing hacking of accounts with security measures in place. People get banned for things they've never done, and they have to work through an insane amount of channels to speak with someone who most of the time says there is nothing they can do. The list goes on and on. These are things we should be able to ask questions about, have help with, etc. from a team of dedicated people. Not developers, QA testers, Artists, Musicians who already have their hands full.
Players have been asking for this for years, and none of us are sure why it hasn't been implemented. We look at other companies who all have incredible Customer Support, yet here we sit with one of the longest running MMORPGs and we're simply left to count on Twitter or Reddit to solve our issues. Customer Support seems to land on the shoulders of the very few community managers, and to be quite frank, that isn't their job.
So, Jagex, we ask you to heed our call. Please implement Customer Support. We've given you years of loyalty, we've celebrated wins with you, and we've been there through losses with you. We want to feel heard, helped, and safe. Please give us what we need and deserve.