I have been playing this MMORPG called Runescape by Jagex Ltd. on www.runescape.com for more than 3 years. I have invested a lot of time and money for this game.
They recently banned my account from the game for violating what they call Rule 7: Macroing. I followed the proper protocols in filing for an appeal so that my account maybe reinstated as this was the first time that I ever tried macroing and I also promised with all sincerity that this will not happen again.
I was positive that the company will hear me but to my dismay, they just sent me a reply template and did not even bother to read what I had to say. On the contrary, this company has unbanned people who did not even deserve to be unbanned as shown here:
http://www.zybez.net/community/index.php? showtopic=768793
I know and I feel that I was treated very unfairly.
Jagex has offended myself and others on these grounds:
*Misrepresentation*
I have been treated very unfairly by Jagex. Jagex has NOT been fair to their "valued" gamers by not reading and addressing customer issues in a timely and fair manner. They are also violators of a rule they made themselves: Rule 7: Macroing. The replies that I have received from my appeals, inquiries, and complaints were all system generated or from a reply template. They never really spent time reading them.
*Poor Customer Service*
There are only 2 ways to contact Runescape, their forums or by sending them a private message on their web site. On their forums (only accessible to paying members), one can voice out concerns as such and will end up being slandered by other members which clearly shows how poorly they moderate their boards and if ever a moderator reads the topic, they will just say that they are unable to help. Using their private message system, one will only get automated replies. They have a separate tool for filing a Ban Appeal and it limits the user to 400 characters including spaces. This is very insufficient. They CANNOT be reached via email or phone and it took me ages to get their physical address which I am unable to reach simply because I am in southeast Asia.
*Causing Distress*
I am very attached to my Runescape account. I have invested 3 years of my life and is a paying customer to this company. Jagex has caused me mental and emotional distress when they took access to my account away from me and provided me with unfair treatment and little to no customer support.
Rez
Pasig City
Philippines
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