Comminicating to Riot

Enchiladatown·Oct 2, 2018·1 votes·2,050 views

Does anyone else find it wildly unprofessional that really the only way to get Riot's attention is through a glorified reddit page? There have been a few times whilst speaking with support (mind you, through chat), that they directed me to the boards where the "devs" can take a look and address the issue. That seems very much like its giving Riot the option to overlook any issue they want. Am I the only one who thinks that if company can host their own TV shows watching people play a video game in front of a live audience, then they can have better communication with there customers, i.e. a better customer support model. I also find it wierd that once in contact with customer support, you cant go any higher. Like, if you requested to speak with someone higher, a manager or supervisor, you cant. I've been told by support agents, no one supervises them, which is a littl outrageous. Not everyone is going to get along with the support team or sometimes a support agent will have a bad day, but for it to end there communicates they don't really put any weight on your opinions. It might just be me, but relying on "the boards" as a way to communicate seems very sketchy.

9 Comments

ChermorgOct 3, 20181 votes

Simple. Support makes a decision, and that is always the final decision. You don't get to bully your way through 10 different levels of support getting the same answer over and over again.

You're more than free to ask for another agent or to submit a new ticket. But the support agents are trained and they do their job very, very well - you won't get another answer.

Tldr, it's not Riot's fault you don't want to listen.

EnchiladatownOct 3, 20181 votes

I never said I wanted to bully my way through anyone. But for multiple people to just say "go to the boards"... that doesn't ensure riot will repsond or address anything.

ChermorgOct 3, 20181 votes

They aren't obligated to respond. They make six figures and work day in and day out on the game - features and ideas and changes. Riot support isn't there to listen to your ideas for changes, they're there for you to obtain technical support.

EnchiladatownOct 3, 20181 votes

And when they can't provide said support, they send us here. So again, how is this helpful and making your customers feel like they are being heard?

ChermorgOct 3, 20181 votes

What was your question that they couldn't answer? That's highly unorthodox for them to send a technical question here.

ModThe DjinnOct 3, 20181 votes

There are MILLIONS of customers, each with their own issue. To be a bit blunt, Riot simply can't respond to each individual person's concerns, and the support team isn't the right place to talk about balance issues or try to contact the developers. Posting your thoughts in a place where they can see them, read them, and add your talking points to their list of things to discuss honestly is the best way to make your perspective heard.

EnchiladatownOct 3, 20181 votes

I just don't see other companies with highly rated customer service using this method. Yeah, places like Costco, Google, Apple, Chick-Fil-A are massive compaines, but Riot is also growing quite large. Making all support strictly online can make customers feel shut out. Especially when told to come to the boards, it feels like your being pawned off into the abyss of the interwebs. Im not trying to sound super negative nancy, I just don't think that it makes your customers feel valued. (Yeah its a free game, but what about the large amoutn of people who have paid money?)

ChermorgOct 3, 20181 votes

Most other online games have purely online support systems, most of which still won't listen to you tell them they're doing their job wrong.

EnchiladatownOct 3, 20181 votes

so that means it's okay? Just becuase they wont listen, we should stop talking. Guessing most people view voting the same way