Riot has such bad customer service, it is hilarious.

ProAsToss·Aug 30, 2015·1 votes·817 views

So I sent a request in 4 days ago, got a notice 3 days ago that they were transferring the ticket, now here I am still waiting for an answer lol!!!!!!!!!

It is funny how riot boasts about being an awesome company and all, but in reality they make their customers wait 3 days for a answer to a simple question! I play Smite too, and whenever I have a problem with their game I get answers anywhere from 1-9 hours later, depending on the request. but not with Riot, I have to wait DAYS, not HOURS to get a reply. It is overly disrespectful and rude. I sent a follow up request as of yesterday, not the same one, but a new one asking about why I was not getting a response. I am still not hearing anything. I am glad my issue was not game impeding, otherwise I would not have been able to play over the weekend. Thanks for trolling your customers and making me feel like I am not respected or valued.

Spread the word, riot just isn't what it should be.

11 Comments

Deep Terror NamiAug 30, 20156 votes

1: They have to make sure the right person gets the ticket. If you did not select the best option, the right person won't get it and your ticket goes back to the bottom of the queue while they move it to the correct one.

2: It's the fucking weekend. The queue is going to slow down dramatically or stop while nobody is there to handle the tickets.

3: You know there are hundreds or thousands of other tickets that have to be dealt with, right? Why should yours get top priority? Idiots clogging up the ticket system with lies about how they didn't deserve a ban is why it takes so long for them to get to yours. Blame them, not Riot.

They will respond to you. Stow the entitled attitude and wait your turn.

ProAsTossAug 30, 20151 votes

First, you don't understand, they don' have enough options if what your saying is true, would you not select account -> management for asking about a purchase policy? (it is either just me or they don't have any options pertaining to that.) And to be honest I am fine with an additional 1 day wait for them to get my ticket int he right hands, but after that it should not take THREE freking days to reply.

Secondly I submitted this support ticket FOUR days ago. Even if they had 100 problems to deal with before mine, I would assume that my ticket would have been addressed by now, (and if you would take notice, I submitted mine before the weekend, on Wednesday.) I really could care less about how many requests they have, any support system that makes you wait 3 days after telling you they will be with you "shortly" has to be looked at critically. This is honestly not the 1st time I have used the support system. I used it once for question about skin sales early in my career and back then I got my answer promptly. I used it about 3 months ago to help sort out a login error/patcher problem and that is when I started noticing the slow service, 2 days in between replies sometimes.

I have had a history of bad service, if this was the 1st time I might let it pass, but they a second offence in less then a year is not acceptable in my mind. And to be honest, I do feel entitled to at least a prompt response, I have spent over $100 on this game.

The ability to rate service is limited to a non-disclosed 3 page sheet they offer you at the end of your problem, I do not feel like this has the proper effect. They need to see what they are doing wrong and fix it.

(Ps it takes about 10 minutes tops to figure out whether someones "ban argument" is legit, and another 10 seconds to copy/paste a response saying #### off and wait your ban period. They should be focusing their effort on issues that concern actual players who don't leave games.)

Deep Terror NamiAug 30, 20152 votes

And to be honest, I do feel entitled to at least a prompt response, I have spent over $100 on this game

I found your problem. No, you aren't entitled to anything. The game is free to play, and nobody can spend money to earn more of a right than anyone else.

And also, yes, the options are limited and should be improved. They are aware of this for all of their reporting features and improvements are in work already.

ProAsTossAug 30, 20151 votes

I was just stating a fact, I am willing to spend more money, and play even more, but they do not respond, I am pretty cautious with my money and like to know where and how to spend it, so they should be answering my question, no matter the subject, 4 days is to long anyway.

SarutobiAug 30, 20153 votes

While i have only used support twice once for a problem with the store and buying a bundle, and the most recent one was for a name swap. Iwould say both times have been really fast and helpful. Granted they werent that big of a problem so it was sorted out pretty fast, but you have to admit the fault is with you for choosing the wrong selection or what ever reason since you ticket needed to be transferred. But ill agree with Deep since that is more than likely what happen to your case. You chose the wrong section so it needs to be transfered to the right person. said person is probably already filled with various other tickets and are probably from a later date than yours and so those needs to be answered before yours is gotten to!

JubbinautAug 30, 20152 votes

I like how you compare Riot's ticket turnover to that of a company with ~1/10th of their playerbase.

ProAsTossAug 30, 20151 votes

And 1/10 of pretty much everything, they are smaller, bur a big company like Riot should be hiring more support staff if they cannot keep up with demand. The bigger the company the bigger the staff, proportionally it should be the same. They may just have lazy staff, but that is also not acceptable. I have been spending more time on Smite due to the ease with which everything happens. I have a problem, instantly solved, I want to buy something and ask a question about it, instantly informed. Just doesn't make sense to me how a growing company does not have a growing or improving support base.

JubbinautAug 30, 20152 votes

Even with more staff, the simple scale of the task implies that a larger company is going to take longer to address tickets properly. There's more tickets, yes, but there's also more data to sift through to address those tickets.

Also, keep in mind that hiring more staff my not be the best solution. Ineffective training/retraining/updating may be at least as significant a factor as the amount of staff available.

As for my own opinion on the matter: Do I think they need to be better? Yes, of course. Unless you're answering tickets immediately, there's always room for improvement. Do I think they're terrible? No. I've never had a problem with response time, personally.

Currently, I'm more concerned about Valve's support team. I put in a ticket with them two weeks ago (8/16), and still have yet to receive even an initial response. So perhaps you can see why a mere 3 days isn't particularly worrying to me personally.

ProAsTossAug 30, 20151 votes

I see your argument but at the same time I think my argument stands, if you have more data, have a more diverse support staff. They are a business before a gaming company, they should be able to hold up the main rule of economics, supply and demand. if they supply us with a product, we consume it in large quantities, they should be ready to assist in our use of ALL facets of the product.

I am glad that they are discussing this because in my own research I did not see much interest. Thank you guys for commenting. I like LOL and want to keep playing and purchasing the awesome content, but I like to be supported as well (ADC main :P) so the more attention we bring to the issue the more riot will address it.

JubbinautAug 30, 20152 votes

Lyte's commented a few times about inadequate training for Support personnel since the Tribunal went down (which led to a massive influx of tickets, as the newer systems were no longer automating chat logs or anything of the sort to punished players).

It's a concern they're aware of, and judging by their Careers page, something they're working to address.

And let's be honest, this is really just a carryover of basically every major issue with Riot - which all settles down to the simple fact that no one in the company really expected League to become as big as it has. Doesn't make it okay, but - at least to my mind - does buy them a fair bit of forgiveness.

JubbinautAug 30, 20151 votes

As a quick test (and because I had a question I needed answered), I just put in a Support ticket. I'll edit this later with the response time.

My ticket (8/30/2016 at 3:43pm CDT):

Last Sunday (8/23/2015), I attended a Viewing Party for the NA Summer Split finals. It was advertised as including a Forsaken Jayce skin as part of attendance.

As of today (8/30/2015), I have not received the skin, nor any correspondence related to it (though I did receive a questionnaire about the event).

I don't want to be demanding, but I would appreciate any information on what kind of timeline to expect for the issuing of this skin. Thank you for your time!

Initial response (8/30/2016 at 3:44pm CDT) - obviously automated:

Thanks for contacting our Player Support Team! We received your request.

Looks like a response will take a little longer than normal due to a high volume of requests, sit tight and one of our specialists will answer you as soon as they can. Try not to bump your ticket unless you have additional information that we could use to help you since bumping your ticket repeatedly will increase your wait time.

EDIT: New response (8/31/2016 at 1:22pm CDT):

Just wanted to let you know that I’ve updated your request. Just reply to this e-mail or click the link below to add any additional comments.

Best of luck on the Fields of Justice!

I removed the Ticket Number and the link. There was an actual response, which I won't be posting here, as it's the code for the skin I was asking about (which didn't really give me the information I was seeking, but did largely obviate my need for that information).

Total time: ~22 hours. Pretty standard for my dealings with Support.