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Riot support is a bunch of spambots

DeadlyQuestion·12/17/2014, 5:27:49 AM·47 votes·9,952 views

Edit: I just received a 5th response which was the EXACT SAME MESSAGE word-for-word as the second response I received. So I am 100% confident in my allegation that no real person is working those support tickets. Use my experience as a warning.. you're not being listened to.

As Jubbinaut said in his reply down there, though, the system supposedly detected something wrong. I understand typing "I agree" was just a warning, which is why I typed it instead of refusing to. But I in no way left that match even for a minute, I didn't troll or do anything that was not towards the aim of winning the match. The only time I was sitting around idle was when my champion was dead and i was waiting for them to respawn. Like always, it seems Riot is releasing product before applying enough to tests to render it functional (every new champion is an example of that).

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I'm either being trolled by the support staff for having a bad attitude (it was a test to see if they'd acknowledge the attitude), or sending in a ticket is only mass answered by a server of bots and pre-written messages and pre-written reply messages.

LeaverBuster made me type "I agree" for leaving/being disconnected from a match. However, the last time I disconnected from a match was in September, probably August, when League was having DDoS and other server problems. I doubt they're issuing punishments from that long ago. So I sent in a support ticket, not to get anything changed, but to get information on and let the support staff know that "Hey, Leaver Buster is flagging me for no reason. Look at my account and tell me if I'm wrong, or acknowledge LeaverBuster made a mistake and you'll aim to fix the system."

After this experience I'm concerned as to why Riot even has a support system.

39 Comments

RiotWookieeCookie12/17/2014, 10:25:35 PM23 votes

Hey DeadlyQuestion,

I appreciate that you bubbled this up so that I could take a look. As the Leaverbuster Revamp is still a bit new we've been cautious about the level of information that is shared to prevent players from abusing the system. I think this approach may be a bit too conservative and I will talk to the specialists to see what additional information they can share to help address the issue.

After looking at your situation, I believe I think I've found the point of confusion.

The system audited you on December 12th, 2014 in a Normal Summoner's Rift game where you played as Quinn.

You can see the stats of the game on our website here: http://matchhistory.na.leagueoflegends.com/en/#match-details/NA1/1665691057/49890579

I was able to verify that you did actively stop participating after the 12 minute mark, and that the leaver penalty applied to your account was justified.

However, I agree that we should work on the messaging and information provided to you and other affected players in the future. I will work with the team to see what we can do on that front.

Alljoy12/17/2014, 6:33:51 AM12 votes

Try speaking in tongues next time and post the results.

Jubbinaut12/17/2014, 8:11:38 AM7 votes

Since you seem displeased with the support responses, allow me to pass along some information I've gleaned from here on the boards.

The "I agree" message is not representative of any form of sanction placed on your account. It's a one-time notice issued the first time the updated Leaverbuster system takes note of you.
Judging from the posts about it, the game it detected was the one immediately prior to your receiving the pop-up.
No information has been given about changes to the detection algorithms, leading me to believe that they haven't been significantly adjusted from those used for the old Leaverbuster, which implies:
Whatever it detected you doing (or more accurately, not doing) in this instance, it would also have detected in the prior iteration of the system as well. You simply wouldn't have known about it.

All of that said, while I absolutely believe that you were connected throughout that game, I'm also forced to admit that the very fact of its detection implies something off. The detection algorithms used for LB are pretty clever, and very capable of recognizing idling, afk farming, and other, less obvious forms of being afk.

The way that they do this hasn't been fully established, but I've heard (and seen evidence) that experience gain is part of the equation, and I suspect that enemy interaction may be involved as well.

I wouldn't worry about it too much, at least not yet, but I would try to remain aware of how I play, and how active I was being.

Of course, your mileage may vary, and none of this may be particularly meaningful at all. If that's the case, feel free to ignore it.

Steelclaw12/17/2014, 5:43:02 AM6 votes

Are these even actual replies, or are they automated? At this point any future messages would include "To prove that you're actually a human responding, please say [password]". If they are support agents, they do seem to be ignoring your specific issue. Hope you get this resolved.

Ashes Arise12/17/2014, 4:13:00 PM2 votes

Any system that has Lyte's touch is horribly horribly flawed. I don't dislike the guy, but I feel his naive mindset doesn't really fit his position. I have always been easily able to pinpoint League's toxicity over other games to systems managed by Lyte. His different approach to handling player behavior only exacerbates issues rather than solving them. I would write out a more detailed analysis on this, but I already did that on the original GD over a year ago and it was buried in down votes. Luckily for me, I have never been harshly wronged by his systems. I feel it may be only a matter of time though.

Drunk Rummate12/17/2014, 3:33:17 PM2 votes

try contacting them with an actual problem and see what they say

they respond to me just fine, several of my messages have been fairly personalized as well.

if you're really that upset about typing "i agree" into that box, I really don't know what to say. you're the kind of person who would petition to get "In God We Trust" removed from currency. You're just arguing and screaming for the sake of making a fuss. It's childish.

Vincius12/18/2014, 6:27:15 PM1 votes

Try sending a ticket for something else then add your real problem in the middle of the text lol!

x Trenzalore x12/28/2014, 9:55:17 AM1 votes

sry to jump on someone else page thing but is there anyone from riot that's still reading this cause i need some help and all i get is the same thing someone or something that just keeps saying forward my stuff to some case number and then solves the ticket when in no way it is solved.

Yeshe1/29/2015, 6:15:39 AM1 votes

riot support is nothing but automated generic replies that take 1/2 a day to a week for a reply in my experience. i have no faith in them sadly, not anymore.

Jixx12/17/2014, 5:48:58 AM1 votes

Ask for peaches. Riot peaches is legit the best support. He even plays support!

Kaisha12/17/2014, 7:48:57 AM1 votes

Riot does not care... they really don't. When will people learn.

Pryotra12/17/2014, 8:40:07 AM1 votes

And Penny wonders why I have such little faith. Shit like this is all too common, and this particularly has been a prevalent issue since s2. It's almost like the Player interaction focused part of riot isn't doing their jobs.

I wish you well in your efforts to get some form of Rito response, so here is some tasty red bait:

@Riot, @Pendragon, @RiotSupport, @Lyte, #LyteSmite, #Pendrape, #Popcorn

The Ellimiist12/17/2014, 3:55:12 PM1 votes

Ok to be fair people complaining about leavebuster for various reasons is spamming the support center. They have to sit there and spam those messages back because 99% of all leavebuster related "problems" are related to that.

On the other hand I recently recovered this account after I had not played for about 2+ years. I got a response each day as I answered the required questions and the account was eventually saved. All was well. However, I noticed my name was changed and games were played so obviously my account was hacked. Yet, when I asked for a name change I was told there was no signs of hacking on the account (whatever those "signs") may be.

Anyways I just paid for the name change with RP but it's a little distressing that they don't have IP logs to easily tell that hacking occurred.

I guess my support experience was 50/50 overall. Got human responses and got help with an actual issue.

KillerPenguins12/17/2014, 10:13:09 PM1 votes

Support will only give you a reasonable response if you ask about RP-related things, otherwise you're almost always going to get a canned response. And there's nothing we can do about it. GG.