Please help

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PogoPogoPogoPogo

Senior Member

10-30-2012

Quote:
Originally Posted by Maritine View Post
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.

Iím sorry that I canít 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.

Fast Farmed,
Raiven * GG
Riot Games Player Support Specialist
October 06, 2012 23:52


Hello,

I'm Decrepit, a technical specialist here with Riot's support team. Thank you for contacting me, I'm sorry to hear that you've been having issues with the game lately. Just to be clear on the technical issue that you're having, can I ask you to clearly explain what exactly is causing you to leave games, as I'm afraid that I couldn't find a clear description of the problem in your previous ticket.

Sincerely,

RiotDecrepit
Riot Games Technical Support Specialist

October 12, 2012 14:54


The server caused me to leave games that led to my lv3 ban. I've been going back and forth with an LoL representative for weeks now and I'm getting the same response. After the Lv2 ban, I upgraded my internet so the issue is the LV3 ban due to your server. When the server lags and I get penalized, it's not fair. Once is understandable but more than once is a different story. I even brought up filing suit for a refund of the RP I invested in this game due to this grave inconvenience.

P.S.: Please note that I would not be going back and forth with Riot if it wasn't a serious issue as I have better things to do.
October 12, 2012 22:53


Hello again,

Thank you very much for your patience over the weekend, and I'm sorry that you've been having such a frustrating experience. I'd like to make it clear that my main goal here is to help you prevent these technical issues from occurring again, but unfortunately, I couldn't find a clear description of the specific technical issue that you're having that's causing you to leave games. Since it sounds like you've been consistently suffering from this technical issue, it's quite likely that there is something specific to your network or system that is causing these problems for you. Because of this, I'll need to understand the actual issues that you're having in-game in order to help you identify the source of the problem.

So, to clarify, I'll need for you to provide me with a clear description of how this issue manifests itself so that I can help you out. Thank you, and I look forward to hearing back from you soon.

Sincerely,

RiotDecrepit
Riot Games Technical Support Specialist
October 16, 2012 11:55
This is where I'm seeing the biggest problem in your communications with Riot.

You talked about having a Lv2 ban because of connectivity issues on your end. You upgraded your Router, and yet had connectivity problems in games after upgrading your modem.

Once or twice you blame your connectivity on Riot's servers. Meanwhile, the technical support people are trying to get information from you in order to try to diagnose the technical issue in order to determine what the problem is and perhaps help you stay connected in future games.

Now, maybe the problem entirely was on Riot's end. But the point here is that you're not cooperating with the technical support staff. You included no emails that full described your problem to the technical support people, and you were mostly stand-offish toward the technical support people (you were more cooperative with customer support, and there's an important distinction here).

The real core of your problem is your ability to stay connected to matches. Whether the problem is on your end or Riot's end, there's a problem with your ability to stay connected to matches. Technical support is trying to talk to you and get it figured out, and you're not working with them.

Yes, you upgraded your modem, but maybe there's a problem with your router? Or maybe your router is fine, you just have some settings that need to be set better. Maybe there's something going on with your computer. And again, maybe it's all on Riot's end, but when you refuse to work with the Technical support people at all, it's impossible for them to even being to diagnose the problem and even start to fix it.


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Maritine

Junior Member

10-30-2012

The connectivity issues that I had before I replaced my router are no more. As far as cooperating goes, I have done so. Having my game logs, they should be able to diagnose the problem. As far as being more specific goes, if you were in my shoes, wouldn't the game logs and the tickets say enough?

I found emails in my SPAM box, but they say the same exact things I have posted only with my real life name (which I like to keep private). I really don't see anything different from what I posted (as viewed on LoL's support page and the e-mail).

This is my first time posting a complaint about LoL. I've played for well over a year and I've never had such a problem. Thanks for everyone who as posted so far and hope others won't be as inconvenienced as I am.

Again, Riot should have everything they need. Game logs and written explanation should suffice (unless I stand corrected). I wish I could've taken Screen Shots of the after-game results for the two games where it shows 7-8 red named players (due to server troubles)). Note I was given a "Leave" for both.

I don't want to cause any drama on thread and I'm not tech savvy but if there is a way I can show e-mails without providing my real name (for privacy reasons) I would appreciate it. I'll keep everyone posted.


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PogoPogoPogoPogo

Senior Member

10-30-2012

1) You can simply copy & paste the email and leave out the part that has your name.

2) Riot technical support staff asked you this very clear, direct question:

Quote:
So, to clarify, I'll need for you to provide me with a clear description of how this issue manifests itself so that I can help you out. Thank you, and I look forward to hearing back from you soon.
I guess it's not so much a question, but nonetheless, they informed you that they needed information from you regarding your connectivity issue in order to further diagnose the problem.

You didn't reply.

Not being "tech savvy" isn't a good enough excuse. The technical support people are their to support people who are having technical issues, and 99% of the people that have technical issues are people who aren't tech savvy.

If you did not understand what information tech support was requesting, you should have replied and asked for further clarification.

If you did not understand WHY tech support needed more information, you should have replied and asked them to explain why they needed the information.

But you didn't. You didn't reply to this support ticket response a technical support team member sent to you. You did not give him the information that he was asking for in order to diagnose your problem.

If you don't give him the information, how is he supposed to diagnose the problem? If he diagnoses something on your end that can be fixed, then you'll no longer have a connectivity issue, and future bans will never be a problem. If he diagnosed the problem you had as something on Riot's end, then he can get with Customer Support or whoever he needs to get with to handle making sure your punishment issue is dealt with, as he had diagnosed the problem as something on Riot's end that they're at fault for.


The problem, however, is that you did not give him information he requested. He was unable to diagnose the problem. You're assuming that the problem was on Riot's end. Riot was unable to diagnose the problem (due to you not cooperating with Tech Support), and can therefore only assume (until a diagnose is made) that the problem was actually on your end.

And that's the line that Customer Support was feeding you the whole time. Whether you left on purpose or not doesn't matter because there is no way to tell the difference between the two. Riot has no way of telling whether you were leaving on purpose or not, and if you don't give them the information they need to diagnose the problem, they can't know whose end the problem was on.


Until you get with Technical support and allow them to diagnose the issue, you really have no recourse here. You're not going to get compensated if you didn't cooperate with Technical support (which you didn't, you only cooperated with Customer Support).


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deirin

Senior Member

10-30-2012

umm...:c...
he doesnt really seam that much of a toxic player...but yea... staying connected into the game is important <.<...

my old computer couldn't handle the stress of the game and i was being disconnected all the time...was kinda annoying...kinda see where ur comming from...

anyway...wish you can solve that problem and come back to lol since you seam alright =3


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Maritine

Junior Member

10-30-2012

How the issue manifests itself? It has been explained. It manifested itself on their server as I clearly explained


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PogoPogoPogoPogo

Senior Member

10-30-2012

Quote:
Originally Posted by Maritine View Post
How the issue manifests itself? It has been explained. It manifested itself on their server as I clearly explained
1) You need to explain it to technical support, not the forums, not me.
2) You never explained it to technical support. You explained it to customer support, but not technical support.
3) "The problem is with your servers." is not an explanation. You said it yourself, you're not very tech savvy. And if you're not tech savvy, then how do you know that the error was with the servers and not on your end?

You need to explain to tech support things that happened during the game. Did you experience any loss in framerate? Did you notice any latency? You said others disconnected. Did they all disconnect and reconnect at the same time, or were they coming in and out somewhat randomly? Did you immediately disconnect and drop out of the match, or did you notice that you could still move your champion around, yet nothing else seemed to be happening (other champs/minions weren't doing anything), or what? Did you have any other programs running at the same time? Did you immediately check to see if you could access the Internet through other venues (such as simply going to LoL forums, or even Google.com or anything) to make SURE you still had at least a basic internet connection, etc.

You need to explain to technical support, in absolutely as much possible imaginable detail every single thing you can possibly explain about all the things that happened in the matches in question, and what was going on with your computer, your internet, the weather near where you live, etc., all to technical support.

Accusing their servers of disconnecting you from the game is not an explanation of how the issue manifested itself. Period, it's just not. And even if it were, you NEVER said this to tech support. You only said it to customer support.


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Maritine

Junior Member

10-30-2012

I'm sorry, but I would think that tech support would have access to my documented customer support complaints. It's good business.


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deirin

Senior Member

10-30-2012

dude...i dont think he'll find his answer in tech support of lol...but w/e...
any tech support of game/google usually sux, it just send u back the problem with a list of stupidity...like check your antivirus...

pfff...but w/e...

first nice question would be like is it only lol disconnecting or many game/program?
how old is your computer...does it have 1gig+ graphic card/etc...(what it need to run the game)
etc...


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PogoPogoPogoPogo

Senior Member

10-30-2012

Quote:
Originally Posted by Maritine View Post
I'm sorry, but I would think that tech support would have access to my documented customer support complaints. It's good business.
I'm sure they probably do, actually. In fact, I even think that Decrepit (who is the only Tech Support individual you talked to) mentions that he looked through you other tickets.

But either way, whether or not he had access to your previous tickets, the fact of the matter is that you did NOT give ANYONE the information that Decrepit (again, the tech support rep who is trying to help you figure out the connectivity issue) asked for.

Decrepit NEEDED information from you in order to diagnose the problem. You are not qualified to diagnose the problem for several reasons, the first of which is that you, yourself, admitted that you are not a tech-savvy individual. Even if you were, you don't have access to all of the same information Riot has access to. You are not qualified to assess whether or not the problem was on Riot's end.

Decrepit, Riot's Tech Support representative, however, is qualified to make that assessment. He is asking you for some information (which you NEVER gave him) in order to assist him in evaluating and diagnosing the connectivity problem you are having with Riot servers. Again, it's impossible at this point to know on whose side the issue was on (unless this was happening at a time when Riot was experienced widespread connectivity problems in every game, in which case, they'd already know and the issue would be handled).

But you're refusing to work with Decrepit. He is asking you for information he needs to help diagnose the connectivity issue. You're refusing to give him the information and say "I DESERVE A CREDIT! HELP YOU FIGURE OUT WHETHER OR NOT THE PROBLEM WAS ON MY END? NO! YOU NEED TO CREDIT MY ACCOUNT!" And you're threatening them with legal action in an earlier ticket even.

Well guess what. Your ban has to do with your ability to remain connected to the servers. Riot has sent technical support people to talk to you to figure out what is going on and how it can be fixed. If you think that you've wasted money on RP, you're going to be wasting a lot more money on legal fees if you think you're in the right to sue Riot here. You're not even cooperating with Riot's technical support personnel when the core of this entire issue is a technical support issue.

If you expect anything from Riot, you have to start by cooperating with their Technical Support people. And if the fault is on their end, that will come out in the tech support diagnosis. But right now, you're refusing to let them do that diagnosis.


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PogoPogoPogoPogo

Senior Member

10-30-2012

Quote:
Originally Posted by deirin View Post
first nice question would be like is it only lol disconnecting or many game/program?
how old is your computer...does it have 1gig+ graphic card/etc...(what it need to run the game)
etc...
As useless/mundane as these questions may seem to you, they're very important to a tech support specialist who is trying to diagnose a user connectivity issue.