Boards›Player Behavior

Impressed with the support I received

Bubonica··42 votes·7,546 views

I actually had quite a positive experience with the support I received. My account is permanently banned due to the use of third party software. I can tell you it was not me and that it was my cousin when he got control of my account. Anyway, there is no proof that it was him and not me and it is my fault because the account security is in my hands. So, like most people, I filed a ticket seeing if anything can happen and was expecting it to be just automated messages and to take a long time. I was surprised that I got a message in less than a day and actually had a decent conversation with one of the player behavior employees. The messages were not automated and the employee was helpful. The reason I am posting this is because I only see negative comments about the staff on here so I thought I would post a good one. Needless to say I did not get my account back but I have definitely learned my lesson - keep your account secure.

Edit: People are asking how my account was taken - when I left the room my cousin used a USB and put a keylogger on my computer. He also added it to the exclusions list on my antivirus.

-Bubonica

50 Comments

RiotRiot Zimberfly26 votes

Agreed! We always try our best to help and we appreciate that nice feedback from you :)

SleepySlayer5 votes

Good to know Riot employees only respond to positive feedback, instead of the mountain of problems and flaws people find and post here in forums. Really shows you where the priorities are.

Electro52217 votes

Isn't it simple human nature to AVOID negativity? Besides, if a Rioter were to come in to a thread delibrately attacking the company, and try to defend Riot from whatever the thread is about, they'll just be bombarded by people like you, either signing them off, calling them out, or just down right insulting them.

So, yes, their priorities ARE in the right place by gravitating towards the very rare positive posts that actually compliment them for the work they do.

SleepySlayer2 votes

First off, its their job to address the concerns of the community, and this board is FULL of people offering advice and asking for help as to why accounts are banned/suspended. Rioters ONLY replying to a post giving them praise is disgusting when so much garbage is happening on this board and they refuse to address any concern brought up. Sticking your head in the sand isn't going to make the problems people have go away, and they should know this by now. Again, they should be doing their job instead of sticking to their echo chamber threads only praising them.

RiotRiot Zimberfly10 votes

{quoted}

Good to know Riot employees only respond to positive feedback, instead of the mountain of problems and flaws people find and post here in forums. Really shows you where the priorities are.

Hi SleepySlayer,

Just wanted to let the OP know that he/she gave me the warm fuzzies, but you're right that we could all do a better job of hitting these boards harder and closing the feedback loops with awesome players like yourselves. I do certainly try to address the critical feedback as well, especially in subjects that I feel qualified to speak on cough audio cough, but there's always room for more thorough engagement :)

SleepySlayer1 votes

I see many of the same problems people bring up on the board, and none of them have been addressed by a Rioter. Yet the ONLY Red post I see is in a discussion where the person cheated out of an account is openly praising Riot for having subpar support regarding something completely out of their control. Absolutely abhorrent of a company and their employees to stick their head in the sand when there is SO much wrong with your support staff and your board moderation.

BloodyTompon5 votes

Only Riot post? Check the red tracker. There's a bit of cross-over with 'player behaviour' and 'help and support' because some times people will ask for help with support tickets.

http://boards.na.leagueoflegends.com/en/player/NA/Riot%20Tantram

That dude posts every couple of days at least. There is one from him in 'player behaviour and moderation' from 7 hours ago. That doesn't seem like sticking their heads in the sand, especially when one recalls the boards are not support tickets.

SleepySlayer2 votes

People come to these boards when they feel that support didn't do their job properly. One guy out of an entire company, and hes the sound guy, really puts things into perspective.

BloodyTompon1 votes

I just linked you to a different guy who has posted within the day.

You're kind of right, people do tend to come to boards if they feel support is doing what they want. Support isn't going to be able to resolve everything though and that does make these forums a bit of a echo chamber of complaints. Often hands are tied at that point and it's better to leave it to die than fan the flames.

SleepySlayer1 votes

How about they actually do their jobs and start aggressively responding/helping people instead of posting in a thread where someone is praising them for doing the wrong thing. At this point they're helping spread the fire instead of "leaving it to die". there will always be people with problems that need solving, and Riots often the only people who can help. Its horrible that they're nowhere to be found anywhere on this board except the echo chamber thread.

BloodyTompon1 votes

They do their job. With support tickets. If people aren't happy with the result there is unlikely to be anything left for them to do.

Aggressively responding with what? We've checked your ticked? Or we will get to your ticket? Or they could trawl through the posts for the ones they can help with in an inefficient way? Much of the time they are limited to saying that without giving away details that should be kept confidential. Those are all worse solutions. If you expect them to be able to make everybody happy and do whatever the player wants I don't know what to tell you other than that's not feasible.

SleepySlayer1 votes

90% of this board is people complaining that the support staff did not do their job properly. I don't get why people like you defend Riot for their non existence on this board. I don't expect them to make everyone happy, but to make an effort to keep at least SOME of this board happy with some responses that have value instead of posting in praise echo chambers. Here's a tip for you, they don't respond to threads calling them out because they know people like you will defend them rabidly until the person who made it gives up, and its whats hurting this community and Riot in general.

Lionheart Lulu9 votes

"Subpar support" = Taking matters quickly, helping the affected person, and making sure they're happy and safe for the issue to never happen again.

I don't understand.

Sleepy, maybe this is why Riot employees don't tend to people much as they are currently. Because for starters there will ALWAYS be unhappy people. And one of those is you for seeing the OP back on their account. Like come on, the problem was solved, calm down. And the thing is Riot has NO WAY of telling if it's actually you or someone else on your account. So obviously it was a shock for the OP to see their account in such situation.

All in all, Riot did a mighty fine job of solving a problem. Will they do it for everyone? No, cause they check player reports, etc. Now if you got banned cause you're just toxic and can't keep to yourself, well, that's out of their control ;)

SleepySlayer1 votes

Subpar support = Many MANY other people having the same issues and Riot outright REFUSING to address it or the threads in any capacity. When theres unhappy people that means that theres a problem with what you're doing and you should start looking into things, but Riot doesnt do that. As for determining who was on the account, they have tools to see what IP connects to the account. Theres a thread up RIGHT NOW with someone proving proof that they were hacked and support told them they couldn't do anything about it, basically brushing them and their evidence off and telling them to make a new account.

Bubonica2 votes

How can you be disappointed with this, SleepySlayer! He personally addressed you! Side note, now I have those fuzzies :D Just saw that you were in audio.. I always get jealous when I hear the audio guys at my work test out the weapon sounds and my chair shakes.. Haha.

SleepySlayer1 votes

In all and complete honesty I'm surprised there's a red post anywhere near this board. But seeing it in a thread where someone is openly praising them for closing an account down for reasons beyond their control is infuriating. Stick up for yourself, there's no reason why you can't have your account back if your security is back up to par.

Bubonica4 votes

Of course I'm upset. But think of it from their perspective.. Anyone could say that. There is no proof that someone else was on my account. I told them the situation and there was nothing that could be done. Of course I stuck up for myself. I have had that account since season two and it meant a lot to me but account security is the users problem and you are accountable for what happens on your account. Maybe if I had noticed my account was even compromised earlier I could have filed a ticket but I didn't.

Weathered2 votes

https://i.gyazo.com/19ee2dfd3875574a04e49edbe488f86d.png

Bubonica2 votes

I wasn't expecting a comment from a Rioter! Cool! You're welcome! Keep up the good work :)

midnight oil247 votes

Good for you. It's nice to see someone on here not shouting about how Riot hates the players because they dared permaban someone who has continually told people to kill themselves. Glad to see you got the support you needed.

notice me Sin pi4 votes

the real reason there are negative comments about the staff: it's mostly the hyper-toxic among the toxic players that end up having to interact with the staff and not the non-toxic majority of the community sure there could be exceptions where the staff is actually far from good, but they arent that frequent either

Papa Andrei1 votes

Well ye, theres good and bad from every department. But as a general idea/whole, Rito gets a net +

Danjeng2 votes

When I read the title of this post, I thought you were an ADC praising the player who was in the "support" role. I guess this is a nice message too, about those who work at Riot Behavior & Moderation.

nerak232 votes

Working as intended. Riot will do nothing for you account wise in the hopes that you'll fork over money to start another account from ground zero.

Naw, They have helped me also ! x 2 :)

Riot support is really the 'bomb' hahaha...No, really if you ask the right way ( polite ) and tell the support system exactly what you want and are asking for, you get a quick answer and my experiences have been A+ with Riot and A+ with Moderation team !

Hyrum Graff2 votes

Hi. I hope you find this post about account security helpful: http://boards.na.leagueoflegends.com/en/c/miscellaneous/JX3Twfq6-how-to-protect-your-account

Bubonica1 votes

Thanks, haha. My cousin actually did it through a USB. I left the room to go get some food quick and he put a key logger on my computer and added it to my antivirus exception list.

Hyrum Graff1 votes

{quoted}

Thanks, haha. My cousin actually did it through a USB. I left the room to go get some food quick and he put a key logger on my computer and added it to my antivirus exception list.

Wow, that's pretty dedicated. Yeah, locking your computer when you walk away is an important thing too, but you probably didn't need me to tell you that :P

Bubonica1 votes

I always lock it when I leave now, haha.

xxxDogmanxxx2 votes

Good for you and good of Riot for improving their support. A couple of years ago, a previous account of mine was permanently banned for "using third party programs". I had no idea what that even meant, I never used any third party program related to League of Legends, and I legit used to only play in internet cafes (that didn't allow users to download anything) because I didn't have my own pc or laptop to use at home. I sent Riot an email asking why the hell I was banned, and I was sent a suspiciously automatic-sounding email about how they banned me for using third party programs and that the ban was irrevocable. Then they never replied to any of my follow up emails.

After weeks of no contact with Riot despite me pestering them with what must have been 30+ emails, I eventually accepted that I simply got screwed over that one time. I've since made a new account and far surpassed my old elo, but now I'm deathly afraid to play in internet cafes in fear of getting banned for using third party programs. It's what prompted me to build my own PC.

Sorry this turned into such a long comment. Bad memories. But your post does give me hope that Riot has better empathy with its players now.

RusselChambers2 votes

I know that I have had some wonderful experiences with the support from riot. I was trying to get the unchained alistar skin from one of their community accounts (either fb, twitter, or youtube, cant remember which) and they happily unlocked it on my account and sent me a guide and some tips from himself on the champion. The support team is rather great in my mind

WolfInTheNight1 votes

[deleted]

midnight oil242 votes

First, work on your insults, please. Suggesting that someone is a perfectly normal orientation isn't really creative. Second, Riot tries its hardest to help people out, but there are a lot of people who need helping out, so they can't always give the best answers. Finally, how is being fat or skinny an insult? That makes no sense.

Bubonica2 votes

Like I said in the original post, there were actually responses.

Aeszarck1 votes

I've had one positive experience with Riot Support, and one neutral/negative one.

In the first one, I noted how I was unable to obtain Unchained Alistar and the respective champion despite subscribing to the Youtube channel. I promptly (in almost 16 hours) received a sympathetic reply and got the champion and skin.

In the second one, I was curious about a certain aspect of Riot Merchandise. When I attended Worlds Semifinals, I wanted to bring home a souvenir, so after much deliberation, I decided to bring home the Championship Riven figure. The saleswoman said that I would get CS Riven 2016 on my account as well. I asked her if I would get the skin if I didn't own the champion. She instantly replies "No." So I don't buy the merchandise. Later, I check Riot's Merchandise Page and find nothing supporting or refuting the saleswoman's answer. Then I check Riot's Support page, and one of their articles seems to imply that I would have gotten the champion and skin. So I send in a ticket asking who is right: the saleswoman or Picture of Horse? I get an email saying that Riot Support is busy and may take longer to reply than normal. Five days go by, and it's a day before the finals. Riot Merch page says that the skin deal only lasts throughout Worlds, so I'm panicking, because the Finals mark the end of Worlds and I have no reply from Riot Support. I decide that I trust Picture of Horse more, and I purchase the figure. I do end up getting the skin and champion, but since I received no personalized Support (I had to rely only on the pretty helpful Support page), my Support experience was only all right. I do understand their situation though, and I don't fault them for being busy. Lots of players need help every day.

Glad your experience turned out great.

CodyBear 1 votes

Good for you! LOL!

SleepySlayer1 votes

Working as intended. Riot will do nothing for you account wise in the hopes that you'll fork over money to start another account from ground zero.

Obi Wan1 votes

Lol, a common misconception from players trying everything to paint Riot in a bad light. It is only logical that Riot would never like banning players, and would only do so when they felt they had to. Plus, wouldn't removing accounts that are ruining the game experience for others in turn make the game otherwise better and encourage spending?

rtbf2256182411 votes

Pretty sure the complaints are from Support ignoring points made against their arguments but idk i can't put a finger on any specific case at the moment.

Dominick Destine1 votes

{quoted}

I actually had quite a positive experience with the support I received.

Are you being paid by Riot? I had one of the worst experiences with Riot support team I've ever had in any video game, bar none.

Even Nexon and Aeria were better. Riot absolutely needs to step up their game.

Supreme Senpai691 votes

Eh. Whenever I send a ticket in to report someone from champ select that promises to intent feed until someone dodges, I get an automated response (understandably so!) that reads like it's scolding me for not using the in game report function (wat? If I could I would!) and says they most likely cannot act on out of game reports.

I'm glad you had a positive experience though. I'm sure it happens more than people want to admit.

magnus 11121 votes

Im quite depressed since they didnt helped me getting my account back because i told my dog my password...

A Doorknob1 votes

I had a friend who got perma banned for using third party app. She doesn't, but riot decided that she did and that was the all end to it. She just kept getting automation machines. A nice copy/paste robot. She doesn't play League any more. She thinks Riot is unprofessional and couldn't care less for it's clientele. She had spent money on her acc as well. The fact that Riot simply entitles themselves to do what they want with actual paying customers (not smurfs) without proper explanation Is something I find is very unprofessional. I believe you just got lucky Bubonica. Many people get shit treatment. It was her first ban, she didn't deserve a perma ban. Perma bans should be a last option not the first, especially for main accounts. But riot is hard headed and stubborn. And yes you could argue, there is just too many people to deal with which you would be right, but, they could also spend more money on hiring more staff to deal with customer support and focus on ameliorating their customer support system.

Dominick Destine1 votes

It took 3 days for me to get an automated response when I was hit with a zero-to-permaban punishment. It was an automated copy/paste message. This continued for several exchanges.

It took over a week to finally get someone to respond. They eventually read my case and realized it was a bullshit punishment. Riot has the absolute worst support I've ever seen of any company, ever.

Even Riot Tantram took over SIX MONTHS to finally even tell me what happened. SIX MONTHS. WHAT THE FLYING POTATO CHIPS?

962001291220021 votes

why bum riot. They aren't doing their job properly. Someone could literally runit down mid take smite and tp and not get banned or punished for it unlike, a person is flaming and being toxic to his teammates will get perm banned. I tried this out and it's true still haven't been punished on my other account for trolling while i got banned on my other accounts for flaming. GG RIOT. I am not just speaking for myself a lot people are saying this. So fix the system and remove people who are boosted in elos cuz that's causing people to flame them when they do bad. [zombie-brand-mindblown]

GerAvos1 votes

Dude, your cousin ruined your account. He's seriously evil. I'd go for revenge.

Bubonica1 votes

Any chance this can be looked at again? :)

ModPeriscope1 votes

{quoted}

Any chance this can be looked at again? :)

You'd have to submit a Support ticket.

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