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Riot support is a bunch of spambots

DeadlyQuestion··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).

==================

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

RiotWookieeCookie23 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.

Slaaneshine12 votes

I really see that on these boards that people don't think Riot listens to them at all, and yet for the past two years they have fixed literally everything I can think of that needed fixing that the community has asked for.

I appreciate everything what you guys working at Riot do. You have literally the biggest demand for change in any game I've seen and played, and you guys handle it to the best of your ability. I know the job here gets tough. Keep at it! There's a reason the game has lasted as long as it has.

LupusNox8 votes

EAST COAST SERVERS

Slaaneshine1 votes

{quoted}

EAST COAST SERVERS

This is true. I can't deny this one thing. Though I think there are just complications to this that we as the community don't understand. Why else wouldn't Riot have East Coast Servers besides that?

Klatn Yelox2 votes

Probably because the distance doesn't make such a big difference in playability, and the currents servers are more than enough to handle the number of players in the whole continent currently. Just a guess, its the only logical conclusion I could come up with.

Arveanor4 votes

Get rek't

Mast3rMahan3 votes

Bump this up, OP is a Phony!

Abracadaba3 votes

Hi CookieWookie,

He made a great question, but you didn't answer it.

Do you use (at any level) bots (or whatever you call your artificial intelligence entities) to reply player requests? If yes, it would simply explain why it is so bad. I would feel terrible if you guys actually have real people just copying and pasting those replies. Complete waste of cash in my opinion.

RiotWookieeCookie5 votes

Hey LumpForrest!

Sorry, I didn't mean to avoid any questions! We don't use any bots or automation to answer our support tickets. We do have some rather big challenges given the size of the player base and the type of questions that players ask us. For those reasons we have some specialists that have more generalized training in a number of issues. Their answers will usually not be as deep or complex. And to be honest with you, for the majority of the tickets that come in this is more than sufficient.

The trick for us, as an organization, is training which helps Generalists identify when an issue requires a more in depth answer and how to escalate that issue to the right people. When I look at the interaction that DeadlyQuestion had, what I take away is that we need better guidance on these escalations. That way, in an alternate world, DeadlyQuestion gets the answers he needs in a more timely manner.

For me, this brings it back to my original point, which is we're still trying to figure out the limits to the information we're looking to share about Leaverbuster to prevent any abuse of the system. I think we may be able to give Generalists more information that they can share with players to stop this from happening in the future.

Jingerbeardman8 votes

you dont use bots, but you do use scripted responses. I just sent in a ticket recently regarding a chat restriction I had received. In the message I state that I know why I received the restriction and that I deserve it but then go on to say that there needs to be more clarity when the restriction gets applied. You can read the ticket yourself to see what I said in detail. What irritates me is that the second response to my ticket was the exact same as the first response. It just said that they wouldn't lift the restriction...

I never once asked for it to be removed... Both support specialists apparently skimmed my ticket, saw chat restriction and assumed i wanted it removed. If that is what all of your support specialists do then they all missed something during training. It is pretty important to read a ticket in its entirety in order to give a proper response. It is disappointing to find out that your player support personnel do not.

I have sent in many tickets but this is the first one that I must say I am not satisfied with.

Nezqi2 votes

Paul is a hard working riot ticket responder. Paul has crafted his skill to manage 2400 responses in a single workday. In his endeavors, Paul will read many tickets simply telling riot to fix their shit and that they are greedy for money and don't spend any of it on servers. Other tickets will have incredibly broken english and Paul must piece together misspelled words and improper versions of there/they're to comprehend what the person is even asking let alone how to respond to it. He's learned to skim most messages to find the bulk of what they're asking and then respond accordingly. Having to fully read all those broken responses and flame-tickets would hinder his abilities and make him fall behind his response quota. You are his 1100th ticket of the day. Nobody cannot assess where your ticket falls in this grand scheme of qualification, so he does the standard procedure. "chat restriction, chat restricted, shouldn't have, chat restriction" Well he obviously isn't happy with his chat restriction, but due to the evidence I can't lift it for him. As this is the 73rd person of the same issue, i have a pre-copied response in order. Surely this 1 out of 73 people isn't the only one on the topic of chat restrictions that isn't asking it to be removed.

You are not satisfied with Paul?

Jingerbeardman3 votes

Nope, I am not satisfied in the slightest. I have had a support job myself, is it grating having to read through tickets with poor grammar and/or broken english on something I could do nothing about, yes it is. Did I still read every single word in the ticket in order to make sure the response I was giving was the correct one, you are damn right I did. That was what I was hired to do and what was expected of me. If I had sent a response that did not even address what the ticket was sent in for and received a complaint because of that response, I would have either been sent back to training or canned on the spot depending on the situation. If you cannot do your job in its entirety, whether it be on a good day or bad, you need to find a new line of work. If you think what you just described is okay and follow the same work ethic, do not expect to hold your job for very long because if you said to any boss "1 out of 73 isn't that big a deal" you would be fired on the spot.

AMDphreak3 votes

{quoted} For me, this brings it back to my original point, which is we're still trying to figure out the limits to the information we're looking to share about Leaverbuster to prevent any abuse of the system. I think we may be able to give Generalists more information that they can share with players to stop this from happening in the future.

Who fucking cares if players abuse your system? Your system is abusing players. Fix it, or you have no customers at all, let alone customers who abuse your stupid system.

DeadlyQuestion1 votes

In this image, Mr. Mousepad gives the exact same response that Excellion gives me two posts above (check out screen shots 02 and 03 in the original post of this thread). So it is more than just a representative giving general responses, if they are actually people behind this message, then they're copying and pasting from a list of responses. I would call these copy/paste responses as a form of automation even if not full fledged scripts or bots.

But in your(/Riots) defense, like you explain, this might be necessary given the sheer volume of tickets that are submitted. I agree that general copy/paste responses are acceptable if after the generic messages aren't resolving the issue, the situation is identified and given closer attention, and I appreciate you acknowledging this should have happened and didn't (instead of denying the whole thing/somehow placing blame on myself).

CheckMyDoubles2 votes

OP is a liar. Kinda makes your complaint seem a bit moot.

DeadlyQuestion1 votes

I had a bad match that game, but even so I did not stop playing at all. If I had stopped playing at 12 minutes in a a game that lasted 27 minutes, why is my gold and CS close to Shaco's and Ryze's? Shaco did a terrible job jungling that game, but he never stopped playing either, neither did Ryze. It would seem if I was inactive for any period of time for the LeaverBuster system to detect it, my score would be heavily skewed in compared to the other members of my team, and they aren't in any way.

I don't rage quit in any manner. I may express my frustrations in chat, but I always aim for the underdog win; I've been through the impossible and come out on top. My point here isn't to contest what you're saying, you're only quoting what the system is expressing for my account on that game, this has nothing to do with trying to regain some faux sense of honor or lift anything on my account, it's just to bring to the attention to the developers that I was flagged while not doing anything wrong (except if sucking at this game is against the rules). I don't want someone (especially myself) to be banned because a system everyone deeming too clever to make a mistake is making a mistake.

Again I state: I just wanted to bring this error to the attention of the admins. I am partially afraid that if it happened once, it can happened again, and would like not to even risk being permabanned in the distant future because of a system error. That was all.

Alljoy12 votes

Try speaking in tongues next time and post the results.

Trinityunicorn1 votes

lmao

Demonsolder211 votes

LOL!

Jubbinaut7 votes

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

  1. 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.
  2. Judging from the posts about it, the game it detected was the one immediately prior to your receiving the pop-up.
  3. 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:
  4. 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.

DeadlyQuestion3 votes

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).

Even clever algorithms are prone to bugs and glitches, and the point of my support ticket wasn't to get compensated (Maybe reassured, like you were able to provide for me, that my account wasn't at risk of being permabanned), but to report a bug or a glitch. The support ticket system is relevancy of the post though. They're just posting pre-written messages to people sending in support tickets.. which I suppose saves some time as a first response, but the others should have gotten some attention.

I just received my 5th response and it's a word-for-word response the 2nd reply was. So, it's not displeasure at the given information as you suggested, it's a displeasure with their support ticket system in total.

Pryotra3 votes

{quoted} I just received my 5th response and it's a word-for-word response the 2nd reply was. So, it's not displeasure at the given information as you suggested, it's a displeasure with their support ticket system in total.

If you could add a screenie for that, that would be awesome. That way it's on display. While you are at it, send in a different support ticket complaining about the level of support they are giving you, with all the screenies and a link. Sometimes that works with bigger companies who aren't very good at the whole communicating with players deal.

DeadlyQuestion4 votes

It's the same message expressed in screenshot 02 and 03 with a different "specialist" name/icon attached.

Pryotra3 votes

{quoted}

It's the same message expressed in screenshot 02 and 03 with a different "specialist" name/icon attached.

Hue.

I would definitely send in a ticket about how bad their support is for tickets sent in.

Its both entertaining and the "right" thing to do, as that way you are going through the formal methods to get help on your issue.

I would still keep posting here as well, tbh. Good luck!

Trinityunicorn1 votes

it's a displeasure with their support ticket system in total.

I agree. Its the new way of the world I guess. The cost savings of the labor far outweighs the satisfaction of the customer.

Steelclaw6 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.

Drunk Rummate2 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.

Trinityunicorn5 votes

I don't think so, if you look at the messages its pretty par for the course, you get answered by a bot. Sometimes their replies just don't make any sense. Its not just Riot that is going to automated systems, you should be running into them all over the place, they've replaced switchboard operators, you get caught in the loop and end up hanging up. Call tech support, you get automated messages. Sometimes just getting to a real person is a hassle. Outsource or automate, save money.

Mikal Pikal2 votes

How is trying to prevent a constitutional violation "arguing and screaming for the sake of making a fuss"? If anything, it is "childish" to ignore these violations. You are the kind of person who will let the government do whatever they want until it affects you...then you will wonder how it got to the point it did. I don't care as much about the coins as I do about the Pledge of Allegiance where children across the country are basically forced to Pledge Allegiance to a flag and state that we are one nation under god. This is wrong and a blatant constitutional violation.

Are you okay with the non-search warrant wire tapping of american citizens? Maybe the government realized people like you don't care about these violations unless it directly affects their tiny lives.

You also completely missed the point. Had customer service actually responded to him the first time then he would not have had to get 4 different non-responses.

Alljoy1 votes

Personally I'd trust the sharks at wall street over the big sky daddy's name in green ink anyday, just saying.

Ashes Arise2 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.

Jixx1 votes

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

Kaisha1 votes

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

Pryotra1 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 Ellimiist1 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.

KillerPenguins1 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.

Vincius1 votes

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

x Trenzalore x1 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 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.

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