How do you file a complaint about the support team

datA55·Dec 14, 2017·2 votes·415 views

So I have a support ticket being delt with by my EUW support team and I am not happy with how it has been handled and the decision. I have asked for it to be escalated but that's not happening. I have asked if I can speak with someone regarding the handeling of my ticket and been told if i have a complaint about the support team that I should file it with the support team. I have tweeted riot support (US) but they have just palmed it back to EUW. So here is the question. How can you file a complaint regarding the support function to the support function? They don't care and I doubt they will raise it as it will only show up as bad on their KPI's. Anyone know of another way I can file a complaint without using Twitter or the support function?

Cheers all.

13 Comments

WolfcielDec 14, 20172 votes

riot games had its fame, but like most famous companies do, they just sat on their butt and did nothing. I suggest you move on to battleground or any of new games that actually cares about the balance of the game and people who play games

ModWulf HelhammerDec 14, 20172 votes

And what’s your complaint?

datA55Dec 14, 20171 votes

Too long a story. Basically not giving me something I paid for and wont give me full refund because they didn't answer my question for 2 days and i missed the cancallation period so they want me to pay for shipping if i return the order. SO I either get stuck with half my order or I return it and lose $20

HalcyonDwellerDec 14, 20172 votes

Were you friendly or rude in your support ticket?

I find it is a lot easier to get their help if you work with them and express willingness to find a solution instead of blaming / accusing them of incompetence and other stuff.

datA55Dec 14, 20171 votes

I was quite nice really.

HalcyonDwellerDec 14, 20172 votes

Alright, were you able to provide them with proof of purchase?

You should have received some sort of order confirmation email or message to show you what you ordered and what you paid for it. If you can show them the confirmation email then there will be nothing to dispute because it will make it clear what was paid for and what is owed.

datA55Dec 14, 20171 votes

They are disputing the fact that the offer was no longer valid and had expired. I am saying that there was no order by date and during the ordering process i was shown the offer ( screen shots for them) which is why i made the purchase. They are saying that doesn't matter. I said I wanted to cancel the order and get a refund they didn't respond for 2 days by then it had been sent out and now I cant cancel rather I need to do a refund and the cost of shipping to me and the cost of sending it back is at my expense.

HalcyonDwellerDec 14, 20171 votes

{quoted}

They are disputing the fact that the offer was no longer valid and had expired. I am saying that there was no order by date and during the ordering process i was shown the offer ( screen shots for them) which is why i made the purchase. They are saying that doesn't matter. I said I wanted to cancel the order and get a refund they didn't respond for 2 days by then it had been sent out and now I cant cancel rather I need to do a refund and the cost of shipping to me and the cost of sending it back is at my expense.

So we're talking about an offer for a free item that would have been shipped along with the item you paid for?

Your confirmation email should give you a time point (time it was sent to you) and you should be able to look over the offer to see if there was a time limit shown.

Also, you were talking with them and then they stopped responding for 2 days? Or you submitted a ticket and their first response was 2 days later? This distinction is important.

datA55Dec 15, 20171 votes

No I bought a product through an event after the event ended ( i didn't know it didn't show an end date) and the free gift was a digital item. When I didn't recieve the item I messaged support and it took them 2 days to rely and say I ordered after the promotion was finished (even though you stilll get the item showing as a gift when you purchase). I messaged back saying if I dont get the item as advertised I want to cancel my order. 3 days later I had had no respose so i messaged them saying whats going on and then they said too late to cancel you need to return and you have to pay shipping both ways. So because I ordered something they advertised as still being available but apparently had finished they will not honor the promotion and I have to pay for shipping both ways.

here is the link the promotion is still showing (not sure if you can see from NA) https://euw.merch.riotgames.com/en/promos/2017/wttj?utm_source=lol.com&utm_medium=t2banner&utm_campaign=wttj#/save-the-day

HalcyonDwellerDec 15, 20171 votes

Unfortunately the page is blank and it does not show me any deals or offers unless I scroll upwards / click to the left.

How much was your order for? If it was more than the $20 it would cost to ship back then I recommend you do that, Riot will give you your money back, you might have to spend part of it on shipping, but at least they won't get any of your money after the bad service you received, and you recoup at least part of your cost. It's still shitty, but at least it sends them the message that they should have been clearer / more helpful.

Even if the extra merch offer was over and done with and even if they were right that it was after the order date, they should have worked with you to cancel the order. It was really shitty of them to ignore your messages until it was too late to cancel the order. I feel for you amigo/a.

datA55Dec 15, 20171 votes

Cheers man, Works out that it cost (giving you US values roughly) $18 for the product $5 to ship to me and if i return another $5. So like $10 for nothing or $23 for a part order. I am still fighting it as I have video and screen shots of me doing a "mock" purchase that still shows the offer so I am claiming false advertising and trying to either get them to honour the promo or full refund and pay for shipping. Guess I will see what happens but I am now 7 days in and still nnot resolved. Will let you know how I get on.

HalcyonDwellerDec 15, 20171 votes

Best of luck to you. If nothing else works at least you can send the order back so they don't profit from your bad experience.