Jagex
Bad customer service, unwarranted negative actions against accounts, non-answers to questions, United Kingdom

Lately, I have encountered the follwing problems with this company:

1) Unwarranted actions against account. I repeatedly received punitive action against my account because of extremely loose interpretations of their rule #1, which says one cannot say anything offensive to anyone else. I even got moderated three times just for saying something that was actually blotted out by their curse filter (thus making interpretation of the statements very difficult). This flies in the face of more-obvious and more-significant rules violations, such as where macro programs are free to continue to chop the yew trees in various locations in the game.

2) Customer support needs serious improvement. When filing appeals to their non-sensical bans, you get a very fast response — 10 seconds later — that automatically denies your appeal and completely fails to answer the concerns brought out (the usual explanation they give is "You were in control of your account at the time", which is irrelevant to an appeal). There is no way that the appeal could have been read and reviewed by a person in this short of a period of time; rather, it was auto-generated.

In addition, when filing appeals or even to make a normal customer service comment, their form allows only 400 characters. This message limit is woefully insufficient to explain the vast majority of issues in an appeal.

3) Before the current issues regarding my account, every time I have written into customer service about something, I have always gotten cryptic or non-responsive answers. Some of these answers even completely failed to answer the question, such as one asking how I go about getting my character deleted off their database.

4) The company has repeatedly taken action to frustrate players and/or seriously reduce playability of various aspects of the game. For example, making the pest control game much harder means that an inordinate amount of time must be spent to get any benefit, even when compared to other means used in-game to get the same benefit.

Other annoying aspects include setting things so that more selections on more dialog boxes must be made (thereby slowing players down), having to right-click on objects and make a selection where one was able to left-click before, and the sharp increase in the number of "random events" which give absolutely no reward for solving them.

While I was happy to play their Runescape game when non-sense like the above was not going on, the company's actions above have deteriorated their Runescape game to the point that most people who like to play RPG's are far better off in choosing something else to play.

Company: Jagex
Country: USA
State: Other
City: Cambridge
Address: St. John's Innovation Centre, Cowley Road
Phone: 01223422155

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