- Report: #325824
Complaint Review: Jagex Ltd. Runescape - Cambridge
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Jagex Ltd. Runescape
St. Andrews Rd Cambridge, United Kingdom
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Jagex Ltd., RuneScape, Andrew Grower Wilfully abuses my child by refusing to recover his paid for account. Would like to be part be of a Class Action Law Suit. Cambridge United Kingdom
My son has been playing Runescape for a number of years and I have paid for his subscriptions as well as his two brothers'. His account was hacked and he can no longer access his account.
Using the (very poor) customer service interface on the Runescape website we requested to have the password reset. After the request you must wait at least an hour, and you are given a "tracking ID" to use to check the status.
I checked back later and the request is denied.
I have tried this 5 times now and the same thing; "DENIED".
There is no reason for them to deny me. I have the information that proves that I am the payer.
Their system is so restrictive that there isn't anyway other way to contact their customer service (except their user Forums which require a password); no emails, no telephone. Only this very poor form they present to you to reset your password.
This request to reset or recover a password form asks a number of questions and one question asks about the type of payment and to enter details depending on the payment type, which includes about 4 different types, but, it doesn't include PayPal, and I paid them using PayPal. They except PayPal Payments quick enough, but, they do not seem to care about the PayPal user when it comes to password recovery.
I have tried to explain this in the very limited (400 character) field at the bottom of the form. I gave details that only the payer would know. But they just keep denying my requests. Their response is a generic one, and it really doesn't help you at all, and it's just adds to the frustration that they are causing.
My son is very upset and justly so. He has spent a lot of time getting the items he has and now someone could be undoing it all, just because Jagex Customer Service is lacking, and they obviously do not care. This isn't right.
Further, since my son's password is gone, we cannot log into the Customer Service forum's to complain or ask advise, or even contact the billing department! YOU NEED A PASSWORD. Are they serious?
I recommend that you stay away from them, and I would be more than willing to be part of class action law suit against Jagex.
Richard
Peabody, Massachusetts
U.S.A.
Using the (very poor) customer service interface on the Runescape website we requested to have the password reset. After the request you must wait at least an hour, and you are given a "tracking ID" to use to check the status.
I checked back later and the request is denied.
I have tried this 5 times now and the same thing; "DENIED".
There is no reason for them to deny me. I have the information that proves that I am the payer.
Their system is so restrictive that there isn't anyway other way to contact their customer service (except their user Forums which require a password); no emails, no telephone. Only this very poor form they present to you to reset your password.
This request to reset or recover a password form asks a number of questions and one question asks about the type of payment and to enter details depending on the payment type, which includes about 4 different types, but, it doesn't include PayPal, and I paid them using PayPal. They except PayPal Payments quick enough, but, they do not seem to care about the PayPal user when it comes to password recovery.
I have tried to explain this in the very limited (400 character) field at the bottom of the form. I gave details that only the payer would know. But they just keep denying my requests. Their response is a generic one, and it really doesn't help you at all, and it's just adds to the frustration that they are causing.
My son is very upset and justly so. He has spent a lot of time getting the items he has and now someone could be undoing it all, just because Jagex Customer Service is lacking, and they obviously do not care. This isn't right.
Further, since my son's password is gone, we cannot log into the Customer Service forum's to complain or ask advise, or even contact the billing department! YOU NEED A PASSWORD. Are they serious?
I recommend that you stay away from them, and I would be more than willing to be part of class action law suit against Jagex.
Richard
Peabody, Massachusetts
U.S.A.
1 Updates & Rebuttals
Brent
Peabody,Massachusetts,
U.S.A.
Well in the end Jagex did respond.
#2Author of original report
Tue, May 06, 2008
After about 6 days this issue was resolved, but, it wasn't easy. The only thing I can say is that Jagex should provide an email contact for help. This report would not have been written had they made it easier to contact them. Anyway, in they end they were helpfully in resolving the issue.
