Boards›Player Behavior

Customer 'Service"

gplikespie·11/26/2016, 3:21:06 AM·1 votes·405 views

A system of punishment that targets the Innocent alongside the Guilty, that pays no heed to Circumstance versus Intent, and that provides no option for recourse, is NOT a system of 'justice'. It is a system that allows a fairly lazy 'customer service' department great leeway in telling their client base (many of whom have paid real world, hard-earned currency) to shove off. I have worked customer service for over a year (and yes, I am prepared to back it up for those who want to take the time to investigate my claim) as a Hotel Desk Agent in a tourist hot-spot, and if I treated my guests the way I have been treated here, I would have been out of a job. I find it difficult to believe that the moment you leave a game (down to plus or minus ten seconds) is not recorded, and such a recording would clearly show that I had never even loaded into the game after champion select. Furthermore, I had submitted bug reports less than fifteen seconds after I would have been recorded leaving, reports that included the crash data. I would assume such data could prove my innocence if someone were to take the time to look.

The lack of a live, real-time customer service department (livechat, phone, etc) strikes me as a huge problem with Riot's buisness model, and a real departure from the paradigm. Even when I was playing Runescape or WoW, Warframe, Xbox Live (any game), and even when I had trouble with Pokemon for the 3DS, I was able to get a phone number to talk to a live person, who in nearly every case provided a satisfactory conclusion to my issue.

It takes quite a bit to upset me, as I am well aware of the troubles Customer Service employees face. I may only be one of a million faces, but I am still a person, and would prefer to be treated as one, rather than as a simple line of text on a screen, or a number at the end of the fiscal year.

Before the general public start ripping me a new one, keep in mind: I have spent the last few hours trying to find out who to contact, how to resolve this, and combing through my computer's logs to see if it was something (or ANYTHING) other than the League Client that caused the crash. Everything I found showed that it was an error in the League Client.

Here is what got me going:

> MY ACCOUNT AS BEEN UNFAIRLY DISCIPLINED > > GPLIKESPIE Today at 16:34 > I am now under LeaverBuster for 5 games after I got 'bugsplat' two games in a row as soon as I tried to load a game. I have bug reports with my username on them, submitted from the 'submit a report' on the client screen. Please take me OUT of the 'low priority Que" > > > GPLIKESPIE Today at 16:37 > This is the one day in the next three weeks I will be able to play with a couple of my friends, and I NEED this resolved within an hour or two! > > > GPLIKESPIE Today at 17:06 > If this cannot be fixed within the next three hours, please let me know. After that time, my friends will not be able to be on, and I might as well not play at all. I just got done with leaverbuster (caused by crappy internet that just got fixed a few weeks ago) and started playing league again. I will not keep playing if I keep getting leaverbuster, especially when it is from game crashes that I cannot control. > > > > JENNY711 Today at 18:43 > Hey Summoner, > > I am Jenny711, Player Support Specialist, and I will be handling your ticket today. > > The LeaverBuster system will target players who leave games whether it was intentional or not. For this reason, we will not remove a LeaverBuster punishment. I'm sure you've felt what it was like when a player left a game leaving you to fight 4v5. It sucks right? The wait time you receive is intended to reflect the time you've wasted of the nine other players you left. > > We understand real life things happen that's why it's designed to not be too harsh when starting. Continuing to leave games will result in scaling low-priority queue restrictions that will increase the time you have to wait. The only way to remove the LeaverBuster status is to play games from start to finish without interruptions. I understand it was from your internet and it has since been resolved, but I am still unable to remove them. > > I know this wasn't the answer you were looking for but there's nothing I can do. I hope this answers your ticket. Feel free to respond if you have any further questions. > > > Player Support Specialist > "Let my blade speak the law" > > > GPLIKESPIE Today at 18:50 > This one was NOT from MY internet. It was from a crash caused by a bug in YOUR client program. Please fix it! > > GPLIKESPIE Today at 19:08 > If you cannot solve this, then I would like contact information for someone who can take care of this for me.

3 Comments

Martensitic11/26/2016, 3:57:18 AM1 votes

A system of punishment that targets the Innocent alongside the Guilty

You are not innocent. You bugsplat multiple games in a row. We don't. Since we use the same client software, logic dictates, that the problem is on your end. Thus it is your responsibiity to fix.

that pays no heed to Circumstance versus Intent

It doesn't matter that you didn't "intend" to afk. The end result for your teammates was just as disruptive as if you had done it on purpose, therefore the punishment is the same.

If you cannot be incentivized to fix your gear BEFORE playing, then you will not play at all, its as simple as that.

is NOT a system of 'justice'.

This isn't about justice. This is about keeping you from disrupting more peoples games.

It is a system that allows a fairly lazy 'customer service' department great leeway in telling their client base (many of whom have paid real world, hard-earned currency) to shove off.

If you actually read the terms of service, you would know that it doesn't matter how much or little you spent on the account. It isn't your account, its Riots property, and they can do with it as they please, for any reason or no reason, with or without notification to you.

WHich brings me to the next point...

I have worked customer service for over a year (and yes, I am prepared to back it up for those who want to take the time to investigate my claim) as a Hotel Desk Agent in a tourist hot-spot, and if I treated my guests the way I have been treated here, I would have been out of a job.

...not if your guests signed a contract that allows you to throw them out of the hotel if they are annoying and disruptive to other peoples enjoyment of the facilities.

Which, btw. is exactly what you did, when you clicked "I agree" below the terms of service agreement.

Hryna11/26/2016, 4:01:08 AM1 votes

First of all sending multiple messages only puts you at the end of the queue meaning you will get your reply slower. Second of all lots of third party software and various constellation of circumstances in YOUR setup can cause issues with league. Third, I have no idea what on the Earth in this ticket indicates that customer service is lazy. And last, you don't get a leaver buster punishment without consistently leaving games and if you played 10 games while experiencing the same issue consistently it's on you.

Boompenguins11/26/2016, 6:48:26 AM1 votes

Hmmm. Dont want to sound kinda bad here but....

Scripters seem to have a lot of bugsplats...

Amumu