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-   -   Every Mac user who experienced the Client Bug should read this (http://forums.na.leagueoflegends.com/board/showthread.php?t=3487616)

sigkill 05-26-2013 05:59 PM

Every Mac user who experienced the Client Bug should read this
 
Hello fellow forum members,

Approximately yesterday at around 12 PM CET the client that I ran on my mac refused to let me connect to the game after the champion select. Unfortunately for me, This was a ranked game and I was quite frustrated that I couldn't connect, especially after my leaver penalty was relatively high for connection issues that I previously had with my modem (which has now been fixed). After restarting my computer multiple times and trying to restart the client, I still was unable to connect to the game that I started. I eventually decided to run over to my friend's house who lived around 1 block away from me and attempted to finish the game, I was far behind but my team and I were actually able to win the game. However, due to my being idle for over 5 minutes the game kicked me out and charged me with a 7 day ban.

I sent a ticket to Riot support and twice I have received generic responses that weren't actually pertinent to the situation at hand:

The first response I received from Riot (Mr Eks) was a generic response not responding to the fact that I've been banned for a reason that wasn't even controlled by me:

Quote:

Greetings Jomama14,

Thank you for submitting this bug report. We are aware of the issue and are working hard to get it fixed. Unfortunately, I cannot provide any estimate for the completion date at this time.

I appreciate your patience and understanding regarding this issue, and thank you again for taking time out of your day to send us this report. Please let me know if you have any questions.

"Balance above all else."
Mr.Eks
Riot Games Player Support Specialist
After sending them another message telling them to actually read my message and not send me generic responses, Lo and behold, another generic response was sent:


Quote:

Greetings Summoner,

I realize that having your account temporarily suspended can be frustrating, and we here at Riot are aware that sometimes players cannot help leaving a game. I have also experienced a few leaves due to circumstances beyond my control. Suspensions are only received after leaving or idling in several games over a relatively short period of time - meaning I am unfortunately unable to alter your suspension.

Warnings and the initial single day suspension are intended as leeway for accidental leaves that can happen to anyone. Someone who is constantly disconnecting or idling in the game will be temporarily suspended, because regardless of the reason for leaving or idling in the game they are still making it less enjoyable for other players.

Your suspension will be lifted on the date listed on the message you receive when trying to log in to the League of Legends client. The suspension will end at the same hour it started Pacific Time, as suspensions are applied in 24 hour cycles. Your leaver level will be reduced as you play subsequent games without leaving or idling in-game.

If you are having an issue with consistent crashes or problems with your internet please explain them to me, as we may be able to help you resolve your issue. We still won’t be able to remove your suspension but we may be able to prevent this from happening in the future.

For additional information, you can also read the Auto Leave System FAQ here:
http://support.leagueoflegends.com/e...averbuster-faq

I am sorry again for the inconvenience. If you have any other questions or concerns, please let me know.

Robee Brokenheart </3
Riot Games
Player Support Specialist

"The guilty will know agony!" ~Varus
II know I'm not the only one experiencing issues, and even moreso this same issue. But I expect to be treated adequately and not given the same automated ctrl v responses that have nothing to do with my situation. Is this what you call support? I made this known to riot in my most recent message to them and Mr. "Robee Brokenheart </3" sent me exact same response that Mr. "Eks" sent me; the one that didn't even response to the fact that I've been banned. Really Riot? have you really stopped down to this level of customer service? It seems to me that I'm trying to talk to ATT customer service, at least with ATT I can yell at them and then maybe they'll transfer me to the manager who fix's the issue after 5 stressful hours of constant redirecting calls...

I sent one final message to Riot:

I'll sum up the issue if it still isnt clear: I was not able to connect to the game as a result of a known issue on your behalf; Because of this I was illegitimately banned for a period of 7 days by the leaver-buster; you have consistently provided me with terrible ctrl v pasted support that hasnt been pertinent to my problem. Do you need any other clarification? I'd be more than delighted to provide it..

This time our dear old "Player Support Specialist" Mr. Eks decided to respond; I think Mr. Brokenheart got a bit tired of my constant nagging and needed Mr. Eks to ctrl v a response for him.

Quote:

Hello Jomama14,

As a player I share your frustration with unfair losses. Unfortunately the system disallows the removal of leaves or losses or the manual editing of League Points. It was built this way in an effort to prevent corruption. We are working to improve it to better accommodate technical issues though. I realize many of these are out of your control, and I don't want them to reflect negatively upon you.

The "Loss Prevented" that sometimes appears in match history is only applied on a server wide basis due to server instability/lag. It cannot be applied to individual accounts. We do our best to prevent the losses during these periods but if you were missed I cannot retro-actively apply "Loss Prevented".

If you are experiencing consistent network issues or crashes please let me know. I can help you troubleshoot them. I still won't have a way to alter your record, but hopefully we can reduce the chance of this happening in the future.

I am really sorry that you experienced this problem and wish you good luck in all your future games.

"Balance above all else."
Mr.Eks
Riot Games Player Support Specialist
Absolutely disgusting, how dare you call this support. I posted this in General Discussion, but that didn't seem like the correct place to put it because of all the trolls, hopefully the playerbase that actually experienced my issue might understand my frustration.

I sent another message to Riot and am currently waiting for a response

You just don't get it do you? you just don't understand what I'm trying to say. Once again your automated ctrl v response fails to actually capture what I'm trying to say. I DON'T need a loss prevented, the game appeared as a win for me as I was able to actually log in and finish the game. The main issue I have is that you're not reading my messages, and won't actually respond to the issue at hand. I was banned for idling/leaving due to an issue on Riot's side; I WAS IN NO WAY ABLE to influence this, IT IS RIOT'S FAULT. Please take the time, read what I'm actually trying to say and provide me with actual customer support, your cookie cutter ctrl v responses won't work, I won't settle for this.

sigkill 05-26-2013 06:02 PM

Oh, if it wasn't clear. The bolded text is the stuff that I sent to Riot

Bahamoh 05-26-2013 07:29 PM

bump +1

sigkill 05-26-2013 08:17 PM

Update: Mr Ek's just sent me another message. He still seems to completely avoid the fact that the disconnect problem occurred on Riot's behalf, and it seems that I have yet to receive an answer that wasn't copied and pasted from some text-file. Every other game that I've played had support that actually responded to the situation at hand. These generic responses are doing nothing but pissing more people off; I'd much rather have someone tell me "Look, stop bothering us; there's nothing we can do about it. Suck it up. Go outside for a week." I'd at least know that actual people are reading and responding to my messages.

Quote:

"Dear Jomama14,

I understand how these suspensions can seem harsh, but this system was put in place for the greater good of the community. I'm sure if you had a player on your team who left the game or "sat at base", whether intentionally or not, you would hope that player received some kind of warning for their behavior.

As I said before, we understand that accidents can sometimes happen, which is why we first issue warnings and short suspensions. These measures are intended to allow players to resolve the issues causing them to disconnect.

While I understand that there's a large difference in intent between leaving a game voluntarily and disconnecting for reasons beyond your control, I'm afraid that we really aren't able to make that distinction. If we were to differentiate between disconnects and voluntary leaves, it'd open up an opportunity for severe abuse - where players just sever their connections manually rather than face the penalty of leaving a game. As such, I'm afraid that any situation in which your account does not participate in the entirety of a game can be considered a "leave", whether that be your decision or otherwise.

I’m sorry that I can’t remove your suspension, but I am here to help you find the source of your issue and resolve it. Our Knowledge Base contains several articles that may provide a solution to the most common issues, while I am at your service for more complex ones. If you wish you can send me your logs and I will have our technical team look at them.

Here is the link to our Knowledge Base: http://support.leagueoflegends.com/forums

I apologize for any inconvenience caused. Please let me know if you have any further questions or concerns and I will do my best to address them.

"Balance above all else."
Mr.Eks
Riot Games Player Support Specialist"

Shadow r0gue 05-26-2013 09:11 PM

I sent them a similar e-mail and received the same exact ctrl v messages. I am not sure how they can justify giving out IP boosts and loss forgiveness when they have lag issues and the like but when they have a patch that completely stops the game for anyone on the mac client how they can't treat that the same way. It wasn't any of our faults we couldn't connect to the game and they weren't intentional losses. The customer service I have gotten is just terrible.

Viinushka 05-26-2013 10:45 PM

The support ticket its a joke in here, many times I've sent a question adressing a problem in my client, or a report issue that can't be sent to the tribunal (Ex: someone harrassed me by constantly adding my account with smurfs just to insult me because I stole a kill or something), and they ALWAYS send the SAME answer, even if I took the time to take screenshots, they say "Due to a privacy issue we are unable to do anything" "I'm sorry you're having this issue, we can't do anything about it".. It just sits there to make players think they actually can count on them.

Skye X 05-27-2013 02:36 PM

I received the same pasted response as your second one from "Mr. Eks", only from "Benzino".

A bad patch is apparently going to cause everyone with a Mac who chose to play that day to look like we all ditch out on games.

sigkill 05-27-2013 02:55 PM

I've gotten several more unresponsive emails from Riot; I've pretty much given up on trying to get a substantive response from these guys; i've interchanged 7 emails so far with Riot and not a single one of the responses I've gotten actually helped me or was even remotely pertinent to the issue we've been experiencing. Not a single one of my dollars is going to be spent on this game until Riot severely overhauls this disgusting excuse for "support." Blizzard has millions of players playing as well and they at least have the decency to not dupe their customers with copy/paste generic responses

U60 05-27-2013 07:10 PM

Agreed. I would like a loss prevented.

Padraik 05-28-2013 09:06 AM

This bug hit me as well... has anyone gotten a response from Riot that acknowledges that the leave was not the players' fault?


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