How can I get the answer of my question from Riot?

HyperionCH·Oct 11, 2017·1 votes·2,984 views

I asked a question to Riot since a while but I didn't get the answer of this question about the new Summoner's Code (OK, it isn't really new anymore^^). But it's really important for me to get the answer.

It seems that I cannot reach the responsible Riot staff and no Riot employee contact them to get the answer. So I don't know where/who I should write to get the answer.

I only know that these locations aren't the right one to get the answer:

Player support EUW (didn't know the answer, didn't ask the responsible team, don't feels responsible to this topic)
Player support NA (didn't know the answer, didn't ask the responsible team, don't feels responsible to this topic)
Player support on Twitter (didn't know the answer, didn't ask the responsible team)
German EUW board (no response since 16 weeks; OK, the German board is de facto a "Riot-free zone" since serveral weeks)
English EUW board (no response since 3 weeks)
NA board (no response since 3 weeks)
"ask Riot" (because a) it's marketing tool in my opinion and b) the question is too specific)

Does someone have an idea how I get the answer? (or @Riot: could you answer the question? ;) )

Here are also the threads about my question:

28 Comments

RiotRiot NaKyleOct 11, 20174 votes

Hey bud, sorry you didn't get a real answer earlier. That's shitty. When we revamped the Summoner's Code, we decided to focus it around in-game stuff because that felt most relevant for new players, who are the most likely folks to see it. So it was a goal-swap and not a step back from hanging out in the community. Player feedback is one of the most important ingredients in League's secret sauce, and we always want it. That will never change at Riot.

HyperionCHOct 12, 20171 votes

Thank you for the answer. [sg-soraka]

[{quoted}](name=Riot NaKyle,realm=NA,application-id=ZGEFLEUQ,discussion-id=r40dKU0v,comment-id=0004,timestamp=2017-10-11T23:51:16.947+0000)

Hey bud, sorry you didn't get a real answer earlier. That's shitty.

Better late than never. But better never late. [slayer-jinx-wink]

When we revamped the Summoner's Code, we decided to focus it around in-game stuff because that felt most relevant for new players, who are the most likely folks to see it. So it was a goal-swap and not a step back from hanging out in the community.

OK, that makes sense. The part about account information isn't ingame stuff (like feedback) but it's an important information especially for new players. So when the Code focus mostly new players (and giving feedback is mostly not a new players topic) this move is OK.

But I have to say that for experienced players in EUW it's a strange sign. Now only the the Term of Use has a statement about giving feedback to Riot and there it don't seem that feedback is welcome. The absense of Riot especially in the German board increases this feeling.

And with the missing response in the boards (yes, 3 weeks is a little bit too long; but over 16 weeks like in the German Board is really a problem) Riot loses confidence und it seems noncredible when Riot makes statements in the same time that they want feedback from the players.

Player feedback is one of the most important ingredients in League's secret sauce, and we always want it. That will never change at Riot.

In my opinion, in this case Riot should also focus more the communication in other regions/other languages. Not all players speak English and have the skills to write feedback in English. I don't believe that the feedback in the EUW boards are sent to the responsible Riot staff (in NA). When the player support don't ask the responsible team (if they don't know the answer), it's improbably that feedback in the EUW boards reach the responsible team. So a lot of feedback (from players which don't speak English) gets lost.

So the activity of Riot in the EUW boards should increase strongly. I know that isn't in your responsibility but unfortunately there is no location where I can give this feedback (it don't makes sense to write this in the EUW board: a) because probably no Rioter will read this and b) if a Rioter reads this, it won't be effective because it could feels like a exposure to the Rioter).

But also at the player support needs a improvement:

the player support needs a 3rd level support (aka they can asked the responsible team if they cannot answer a question)
SPOC-system (aka "Single Point Of Contact -> I got answers of several support employees in the same ticket and have to explain the topic repeatedly)

It wasn't a good experience that the player support (EUW and NA) answers my question with "sorry, we cannot answer the question" and my suggestion to ask the responsible team with "no, we couldn't do that".

As I wrote (in the other threads): bad experience in the Riot customer service (player support + EUW boards) is the reason why I don't buy RP since 11 months. And I didn't became the feeling that the staff at the player support / EUW boards likes to improve the service quality. I hope that will change sometime.

Icy Hot ShotoOct 11, 20172 votes

Actually, I believe this was answered before by a Red. If I'm remembering right, they said Riot removed that because most of what they were getting was "omg so-and-so is op please nerf" "so-and-so sucks, buff now" and stuff like that.

I'm gonna look around though and see if I can find it, so take the above 2/4 truth, 2/4 speculation.

HyperionCHOct 11, 20171 votes

{quoted}

Actually, I believe this was answered before by a Red. If I'm remembering right, they said Riot removed that because most of what they were getting was "omg so-and-so is op please nerf" "so-and-so sucks, buff now" and stuff like that.

I don't think that without this text it will be better. And in this part of the old SC Riot wrote that feedback should be a better quality than this kind of "feedback".

I'm gonna look around though and see if I can find it, so take the above 2/4 truth, 2/4 speculation.

That would be nice if you find it. :)

Killer3000189Oct 11, 20171 votes

Depends on the question

HyperionCHOct 11, 20171 votes

{quoted}

Depends on the question

Could Riot tell me why they deleted the part about feedback from the Summoner's Code? (the part about giving feedback to Riot)

And yes, it's ironic that I get no answer from Riot in this topic. [sg-miss-fortune]

Imperial PandaaOct 11, 20171 votes

Do you mean in the Terms of Use and not Summoner's Code?

HyperionCHOct 11, 20171 votes

[{quoted}](name=Imperial Pandaa,realm=NA,application-id=ZGEFLEUQ,discussion-id=r40dKU0v,comment-id=000000000000,timestamp=2017-10-11T18:26:07.841+0000)

Do you mean in the Terms of Use and not Summoner's Code?

The Summoner's Code.

In the old Code, there was this section:

Drive Constructive Feedback

"When you confront a problem you begin to solve it." -Rudy Giuliani

Player feedback is an important force in the decision making process of Riot Games. If you want to make your voice heard, taking the time to let us know how you’re feeling about the game is a good place to start. When you give feedback, make sure you take a holistic approach. If you only give negative feedback, you may find that the changes you influence detract from what you initially enjoyed. Moreover, people are simply more likely to listen if you present yourself in a calm, well thought out manner.

This topic isn't anymore in the new Summoner's Code.

Now it's only this in the ToU:

4.5. Can I submit ideas for improving the Game to Riot?

(Please don’t. If you do anyways, we’ll have the absolute right to use it forever.)

We value your feedback on the Riot Services, but please don’t submit any creative ideas, suggestions or materials to us (collectively, “Unsolicited Ideas”). This policy is aimed at avoiding potential misunderstandings or disputes when the Riot Services might seem similar to Unsolicited Ideas that people submit.

Because Riot deleted the feedback-section in the SC, the ToU is really reserved about giving feedback and a got serveral bad experiences in the Customer Service of Riot (get no answer from player support, no response in the (EUW) boards or only after a month, etc.) it seems to me that Riot don't want feedback.

So to understand more the move of Riot (delete the feedback part in the SC), I asked for the reason. I think there is a reason and it's not a confidential information.

Imperial PandaaOct 11, 20171 votes

Thank you for the clarity. I honestly don't remember much about the old code.

ChermorgOct 11, 20171 votes

Ask Riot wouldn't be a bad option. In fact I'd say that's the best option as it allows them to get the proper team to answer - not all teams are on support (zendesk), not all teams are on boards, but they can all put answers to Ask Riot if they apply.

HyperionCHOct 11, 20171 votes

{quoted}

Ask Riot wouldn't be a bad option. In fact I'd say that's the best option as it allows them to get the proper team to answer - not all teams are on support (zendesk), not all teams are on boards, but they can all put answers to Ask Riot if they apply.

I used this for a while (around 2-3 weeks) but I don't think that I get the answer. Do you have alternatives?

ChermorgOct 11, 20171 votes

Well, the only way to get a direct answer is in a support ticket - if they don't have one for you then there's not really a better way.

HyperionCHOct 11, 20171 votes

{quoted}

Well, the only way to get a direct answer is in a support ticket - if they don't have one for you then there's not really a better way.

I'm very suprised that the player support isn't allowed to ask the responsible team. That would be the easiest way how to give the customer the answer of his question, I think.

ChermorgOct 11, 20171 votes

I'm not suggesting they couldn't ask, but many of them are based in different cities - it's likely that the support agent couldn't just walk over to the team and say "hey what's up with this". Further, generally speaking Riot Support doesn't relay information from other Rioters - if they have something to add, they log in to their own support account and reply to you. If the people on the proper team didn't have a support account they could reply with, they may have just said to the agent assisting you to not answer.

Your best bet is Ask Riot in my opinion, failing that, another support ticket and just keep pushing.

HyperionCHOct 11, 20171 votes

{quoted}

I'm not suggesting they couldn't ask, but many of them are based in different cities - it's likely that the support agent couldn't just walk over to the team and say "hey what's up with this". Further, generally speaking Riot Support doesn't relay information from other Rioters - if they have something to add, they log in to their own support account and reply to you. If the people on the proper team didn't have a support account they could reply with, they may have just said to the agent assisting you to not answer.

I think, they also have a computer or/and a phone. ;) I also worked as a product manager and was 3rd level support. There I haven't any support account. The support wrote a e-mail and I answered them as soon as possible (normally in the same day but I think in 3-5 days would be OK).

Your best bet is Ask Riot in my opinion, failing that, another support ticket and just keep pushing.

I've got a ticket in EUW and a ticket in NA. It was the same result: they didn't know the anwer, they didn't wrote to the responsible team + they wrote that the player support isn't responsible for Summoner's Code topics.

I'm sure that I will get always the same result when I create new support tickets. And spam new tickets isn't fair for all other players, too. The response time will increase because there a tickets active which will not answered.

ChermorgOct 11, 20171 votes

Hmm. I can't tell you what's going on there. I know there's a couple Rioters who read a lot of the posts on PB - if not all of them it's pretty dang close. They reply to the ones that merit a reply - so if you edit your question in the top of this post hopefully one of them will drop by and answer for you.

Sorry I can't be of more help.

HyperionCHOct 11, 20171 votes

{quoted}

Hmm. I can't tell you what's going on there. I know there's a couple Rioters who read a lot of the posts on PB - if not all of them it's pretty dang close. They reply to the ones that merit a reply - so if you edit your question in the top of this post hopefully one of them will drop by and answer for you.

I push also the threads. So when they didn't see those threads and also don't click the links in this threads (if they only see this threads), they really don't care about feedback from the players. ;)

Sorry I can't be of more help.

No problem. You gave more help than Riot in the German board in 16 weeks. OK, that's really easy to reach that but you gave more help. :D (and yes, that is really sad)

ChermorgOct 11, 20172 votes

One other thing I thought of - if a Rioter happens to see this post they won't know what you're asking to be able to answer! I'd recommend you go ahead and edit your original question in the top of your post, then follow it with a line of four dashes (----) or asterisks (****) so that it'll separate the question from your commentary. Hopefully that way they can see it at the top and get you an answer if they drop by.

HyperionCHOct 11, 20171 votes

I posted the links to the threads (in the different boards).

I pushed the threads after serveral days. So I don't think that no Rioter saw that (but not the responsible Rioter -> it seems that the responsible one never visit the boards); expect the German board because the German board ist "Riot-free zone".

HalcyonDwellerOct 11, 20171 votes

Why don't you ask us your question? Maybe somebody on the boards will know the answer.

HyperionCHOct 11, 20171 votes

{quoted}

Why don't you ask us your question? Maybe somebody on the boards will know the answer.

Because no player can answer the question:

Could Riot tell me why they deleted the part about feedback from the Summoner's Code? (the part about giving feedback to Riot)

Other players could make some assumptions but they don't know the answer.

HalcyonDwellerOct 11, 20171 votes

< shrug >

Educated assumptions are better than nothing. And with something so unrelated to the game's operation it's unlikely to draw much Rioter attention.

They did kind of spell it out in the new version of the statement in the ToU. They don't want feedback or ideas because it wasn't working.

HyperionCHOct 11, 20171 votes

{quoted}

And with something so unrelated to the game's operation it's unlikely to draw much Rioter attention.

And that is really sad if Riot only responses at specific topics and I get no answer because of the topic.

They did kind of spell it out in the new version of the statement in the ToU. They don't want feedback or ideas because it wasn't working.

In the last developer video (with Joe/New001) Riot wants feedback from the players.

That's inconsistent. I hope I understand more if I become the answer of my question from Riot.

HalcyonDwellerOct 11, 20171 votes

{quoted}

And that is really sad if Riot only responses at specific topics and I get no answer because of the topic.

It's really not sad at all. It is practical. Your question does not pertain to the game at all, only to the policies Riot has about feedback.

Your question has been answered simply by the fact that Rioters respond to player ideas on the boards and on Reddit.

If you browse the boards 'red tracker' you will find numerous instances of Rioters responding to player questions and ideas. If you look in the Dev corner you will see that usually several times a week Meddler himself comes onto the boards to open a discussion with the players about gameplay.

So there is evidence already to answer your question. Yes, Riot cares about feedback. And they will read and respond to it on Reddit and the Boards whenever time permits.

In the last developer video (with Joe/New001) Riot wants feedback from the players.

Yes they wanted feedback, plenty of which they got on Reddit and the boards.

HyperionCHOct 11, 20171 votes

{quoted}

It's really not sad at all. It is practical. Your question does not pertain to the game at all, only to the policies Riot has about feedback.

Why should a question about the game so much more valuable than a question about "off-game topic"?

Your question has been answered simply by the fact that Rioters respond to player ideas on the boards and on Reddit.

But not in the EUW especially in the German board. There Riot don't interact with the players.

If you browse the boards 'red tracker' you will find numerous instances of Rioters responding to player questions and ideas. If you look in the Dev corner you will see that usually several times a week Meddler himself comes onto the boards to open a discussion with the players about gameplay.

And it's funny that my question wasn't answered. I think the question isn't hard to answer. But Riot don't answered it in several locations (boards and player support).

So there is evidence already to answer your question. Yes, Riot cares about feedback. And they will read and respond to it on Reddit and the Boards whenever time permits.

But not in the German EUW board. ;) There a lot of players don't think that Riot listen to the players (in EUW). In my opinion, the missing response in the board is one of the biggest effects that players think like that (btw. also some volunteers in EUW agreed that the missing activity of Riot in the board is a problem). The change of the SC (delete the feedback part) isn't really a good sign when the situation in the German EUW board is so bad like it is now (16 weeks without response is really bad customer service at all).

I hope that I understand more if Riot enter to a communication and write the reason of his move. But if RIot don't response, I don't think that Riot really want an interaction with the players (or only in NA and not in other regions).

Yes they wanted feedback, plenty of which they got on Reddit and the boards.

So I think, it's easy for Riot to answer my question. ;) But I wait since weeks to get the answer and I didn't get one.

HalcyonDwellerOct 11, 20171 votes

;) There is no conspiracy against you. ;) Riot is not avoiding answering your question. ;)

[zombie-brand-facepalm]

Questions about the game are more valuable because they are relevant the future of the game. Your question holds no relevance to gameplay, balance, concepts and creations or any other discussion that could benefit future work done on the game.

If EUW boards are so dead to Riot and you care so much about being heard, why don't you just hang out here on the NA boards and participate in discussions here?

The solution is there for you. The proof that Riot engages with the community exists. We get people posting in NA from lots of regions, including OCE, EUW and EUNE. There is nothing stopping you from just posting about gameplay or concepts and creations here to your heart's content.

This whole "woe is me Riot is ignoring me" is pointless and irritating. We get it, we've all been there. Suck it up and join the discussions like the rest of us or let it go.

here's the dev corner board: http://boards.na.leagueoflegends.com/en/c/developer-corner

and here is the red tracker: https://boards.na.leagueoflegends.com/en/redtracker

HyperionCHOct 11, 20171 votes

{quoted}

;) There is no conspiracy against you. ;) Riot is not avoiding answering your question. ;)

So why I don't get an answer from Riot? ;) Yes, in the NA board the activity of Riot is really better. So I'm surprised that I don't get an answer even here in this board.

And I didn't wrote that I think Riot avoiding to answer (it's a missunderstanding if you think that I mean this). It seems that the responsible team at Riot isn't active in any board and no Rioter in the boards feels responsible to this topic. And that's why I don't get an answer. Why no Rioter moves and ask the responsible team to get the answer and write this in my threads?

Questions about the game are more valuable because they are relevant the future of the game. Your question holds no relevance to gameplay, balance, concepts and creations or any other discussion that could benefit future work done on the game.

A good customer service is also important for me and I think this should be also for Riot itself. I don't buy RP anymore caused of several bad experiences with the Riot customer service (and I bought a lot of RP before). So it has also a finanical incentive if Riot improves their customer service. A happy customer consumes more than an unhappy.

If EUW boards are so dead to Riot and you care so much about being heard, why don't you just hang out here on the NA boards and participate in discussions here?

English is not my first language. So I have to spend more effort to write feedback, suggestions, etc. if I have to write it in English.

And as you wrote: it seems that ingame questions/feedback/etc. have more valuable than off-game questions/feedback/etc. So I'm not sure if I should write feedback/suggestions when I don't think I've been heard? (even in NA boards an especially if it's not a ingame topic).

The solution is there for you. The proof that Riot engages with the community exists. We get people posting in NA from lots of regions, including OCE, EUW and EUNE. There is nothing stopping you from just posting about gameplay or concepts and creations here to your heart's content.

In EUW, EUNE, etc. a lot of players have an other first language than English. And (in EUW) Leauge of Legends is suitable for +12 years. So a big part of players cannot express in English very well. So a lot of feedback gets lost in the non-english boards if Riot don't notice the feedback there.

It's no problem if Riot don't care about they customers and their feedback/etc. But Riot wants to reach the most player-oriented publisher (see: Riot Manifesto). And to reach this target, Riot has to improve the customer service too.

This whole "woe is me Riot is ignoring me" is pointless and irritating. We get it, we've all been there. Suck it up and join the discussions like the rest of us or let it go.

As I wrote: I think no-one (of the Rioter in the boards) feels responsible for off-game topics like this. And the responsible team isn't active in the boards. I think that's why I don't get an answer from Riot and not because they ignoring specific players/customers.

In my opinion, Riot should improve they customer service appreciably. I have also some ideas how they could do this. But I don't think it's worth to give some suggestions if Riot don't want to improve this part of the company or (what I think) my suggestions don't reach the responsible employee because this employee isn't active in the boards and no Rioter trasmit my suggestions to her/him.

and here is the red tracker: https://boards.na.leagueoflegends.com/en/redtracker

And here is the German red tracker (please don't laugh):

https://boards.euw.leagueoflegends.com/de/redtracker

btw. fun fact: compare the positions of the red tracker in the menu here in NA and there in EUW. [slayer-pantheon-thumbs]

Telephone BoothOct 11, 20171 votes

{quoted}

Because no player can answer the question:

Could Riot tell me why they deleted the part about feedback from the Summoner's Code? (the part about giving feedback to Riot)

Other players could make some assumptions but they don't know the answer.

I will offer an assumption (yes, I know that's all it is, Just an assumption). I think they removed that because the Summoners Code kind of lays the ground rules for how to act on the rift, I believe. So why would giving feedback be something that would pertain to a Summoners Code. That seems more just like extra information, for anyone interested. Not really a Code of honor type thing.