Really Frustrated With Riot Customer Service

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Sophitia

Senior Member

02-04-2013

So I was hacked recently (no, I never did any of the download free RP ****), and I immediately filed a ticket. My school email got compromised, and I had to go through hell to get it back from campus. Anyways, I thought at least Riot would be willing to help me get my account back. Instead, I'm getting really blank faced, automatic responses, and I've actually pretty convinced that my ticket responses aren't getting read.

Here's an example:

Hi Premiumhearts,

Thank you for contacting me. I would love to assist you with this issue. =) May I please ask if you can now login back to your account?

I will wait for your reply. Thank you!

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Nope it is hacked since this morning... thank you so much for your fast reply

Additionally since I deleted my bootcamp partition due to fear of it keylogging all my passwords I have no way to even log back in (assuming it can even be resolved :c ) until the official mac client comes out... I run LoL on my Mac, so right now I only have access to the beta server...

I don't know if you set the password recovery, I woke up this morning and it was in my email. I changed the password and email on my account, but I have not logged in. I won't be able to log in unless I install the boompje client, and with all my rune pages deleted (according to Lolking) and all the troll matches played, I don't really think it would be wise for me to log in?

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Hi Premiumhearts,

Please let me know if you have logged in and I will assist you from there. I can help you recover your account if you still can't log in.=)

I will wait for your reply. Thank you! =)

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I don't mean to be rude, but are you reading my comments :C ? I can log in now, but I was not told if it was actually you that reset the password, so I have not logged in. Additionally my elo, runes and friendslist (and I also just received a warning) need to be resolved from when the account was under the hackers control.


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Right now I'm really frustrated, it's like Riot Support isn't actually reading anything that I'm updating in my ticket.... In fact, he even just CLOSED the ticket, I had to go and reopen it. This issue was clearly not resolved...

Update: Called Riot Support this morning (I talked to a receptionist who was incredibly nice). She said she'd pass on my issue to the CS team and why it wasn't properly taken care of last time. Still waiting for an update on my ticket, but I'll post here when I receive it.

Update 2: Newest response... Again, most of my questions / issues were entirely glossed over.

Quote:
Hi Premiumhearts,

Unfortunately, it's not possible for me to reset or adjust Elo values for a player. Our system was set up this way to prevent corruption. Ratings do adjust quickly, but teaming up with a friend can help accelerate your return to the appropriate skill level.

I am sorry I couldn't help you more directly, but please let me know if you have any other questions.

Warmest Regards,
Riot Games Player Support Specialist
Update 3: Finally got a decent CS rep to address my ticket (after filing another one)
Quote:
Hi Premium,

I sincerely apologize for any misunderstanding and confusion my fellow Rioteer has made. I have checked your account and have seen that the hacker have made a couple of transactions while in possession of your account, and these are the following:

[insert list of stuff hacker did]

I have taken these items away from you inventory as well as refunding the appropriate IP and RP taken from these transactions. However, since the hacker has purchased a couple of IP boosts and have played some games, I am also taking away the bonus IP gained from these boosts. Unfortunately, as for your friend's list and Elo we really can't do anything about this. The Elo system was set up this way to prevent corruption. If you have any other questions, concerns, or feel like there are still some missing items on your account, please don't hesitate to contact me."
While I'm happy my issue has been addressed, I really hope no one else has to go through the same run-around I have been given. I think Riot needs to take a serious look at some members of their CS team. (I've left names blank for confidentiality)


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Mappy

This user has referred a friend to League of Legends, click for more information

Senior Member

02-04-2013

This is one thing that has always bothered me, It is VERY VERY hard to actually get Riot to get to read your concern and legitimately reply.

After some attempts and complain against a red, I was finally taken seriously had public apology on the issue on forums on the thread of discussion.


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Sophitia

Senior Member

02-04-2013

Quote:
Originally Posted by Mappy4ever View Post
This is one thing that has always bothered me, It is VERY VERY hard to actually get Riot to get to read your concern and legitimately reply.

After some attempts and complain against a red, I was finally taken seriously had public apology on the issue on forums on the thread of discussion.
This is just ridiculous. I feel like I'm being talked to by a machine.


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Mappy

This user has referred a friend to League of Legends, click for more information

Senior Member

02-04-2013

Quote:
Originally Posted by Sophitia View Post
This is just ridiculous. I feel like I'm being talked to by a machine.
Trust me it gets alot worse than this even sometimes! But your issue is pretty big and I do wish you luck in resolving this. Good Luck man!


Assuming u can login on forums, Why not change ur password here?*


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Sophitia

Senior Member

02-04-2013

Quote:
Originally Posted by Mappy4ever View Post
Trust me it gets alot worse than this even sometimes! But your issue is pretty big and I do wish you luck in resolving this. Good Luck man!


Assuming u can login on forums, Why not change ur password here?*
I have, the account pass and email were recovered (I wasn't even told in my Ticket if it was Riot that did it)... I reset both anyways.

I'm still wanting to know if they're going to resolve the other **** the hacker did to my account / took from me, including wasting all my RP and IP, combining my runes, tanking my elo, and getting me warnings issued.


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Baelor

Senior Member

02-04-2013

So they are saying that you need to log in so that they can go to the next step of their support process, but because you can't login because you are too lazy to re-install bootcamp to get it fixed, this is somehow their support staffs problem?


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Sophitia

Senior Member

02-04-2013

Quote:
Originally Posted by Snugglepants View Post
So they are saying that you need to log in so that they can go to the next step of their support process, but because you can't login because you are too lazy to re-install bootcamp to get it fixed, this is somehow their support staffs problem?
No, I've been afraid to log in because I don't want my IP overlapping with the hackers. I have already installed the boompje client.


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Crosbie

Senior Member

02-04-2013

Yes. They will often read the first line or two of your issue and then copy & paste a reply. I can see why they do it to save time, but they miss the real issue the user is having so frequently.

They really should either give CLEAR instructions on how to label the issues people are having, so we don't need to type out a wall of text (which they subsequently skim-read and copy / paste a reply to), or just read the entire post.

I know first hand how annoying it is having to reply 3-4 times to the same ticket, because the "customer services" rep isn't answering your question.


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Sophitia

Senior Member

02-04-2013

Quote:
Originally Posted by Crosbie View Post
Yes. They will often read the first line or two of your issue and then copy & paste a reply. I can see why they do it to save time, but they miss the real issue the user is having so frequently.

They really should either give CLEAR instructions on how to label the issues people are having, so we don't need to type out a wall of text (which they subsequently skim-read and copy / paste a reply to), or just read the entire post.

I know first hand how annoying it is having to reply 3-4 times to the same ticket, because the "customer services" rep isn't answering your question.
It's like a day response per update, so it's kind of frustrating too, because the ticket is being needlessly dragged out ._. I wonder if I can just call customer support


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Sophitia

Senior Member

02-04-2013

going to try to get this bumped for a red.