Roblox Support needs to be reworked

We’ve all heard of it before: Roblox Support.

Roblox Support has been bad for as long as I can remember. I have been on the platform since 2012, and the reactions from everyone I know and everywhere I go about support have stayed the same. A terrible service, more than often incapable of solving the problems presented to them.

For the sake of this post, I will not ramble about the awful specific user situations that have occured with Roblox Support over the years. Instead, I will include a list of posts and threads I can find that mention this issue.

Roblox Support is not a great service. A lot of problems that users are faced with don’t get solved by Support, and instead get shot down after a few replies. Most answers are unhelpful, often being copy pasted responses. This has lead to many users assuming Support is ran by bots. It’s been confirmed multiple times that they’re humans. Don’t you think there’s something wrong here?
A support service. It’s supposed to be to support the user using it for whatever issue they have come up with. When an user starts to think they’re talking to bots who aren’t helping them at all, then something is wrong.

And worse than copy pasted responses, users often reach the point of being told “We have assisted you with this all that we can and further requests will not receive response.” or “We’re sorry but we’re unable to provide you with any further information or response regarding this inquiry.”.
Those two sentences lead the user to believe Support does not care, and is now (effectively) ignoring their request.

Doing a quick google search with “Roblox Support rating” shows how much the quality of Roblox Support is being damaged by this lack of effective response. Support seems to completely disregard what the user says, often just taking the general first message and responding based on that, but without taking details into consideration.

However, we can ask: is this really needed?
Roblox has grown immensely over the years, and has improved its resources tremendously. Obviously, as a down turn, there are many more users using Support and needing its support. However, Roblox has already stated that they are hiring more staff for this and even doing a full moderation revamp.

Support doesn’t seem to have improved at all in terms of quality, so why not do this now? It’d be arguably much better for Roblox as a whole, and benefit not just players, parents, developers, but even Roblox’s reputation.
Right now, anyone that uses Support can easily take a turn for the worst in how they see Roblox depending on their specific situation. If Support was more responsive, useful and helpful, then people would see it with a brighter light.

And now, the reviews.
https://www.trustpilot.com/review/www.roblox.com
image

One of the reviews in trustpilot.com

This company is actually shocking. Right, so I’m on Roblox settings trying to change something in my status because why not? I can. I then realised I had put a pin-up for extra security, I also realised I have forgotten the pin code. I then try to find out information on the Roblox website on how to reset it and they say that we should contact them which I did. I sent them an email explaining I forgot my pin code and I wish to reset it. I then get a response from them in about an hour telling me that if I wish to be assisted further I need to prove ownership to the Roblox account and send a report with my email I used to verify the account and put the reference number they have given me. I go ahead do all that and chill sit back and play Roblox, so as I’m playing on Roblox I suddenly get an email saying and I quote “You have deactivated 2-Step Verification for your Roblox account. A security code will no longer be required when you log into your account” Literally about two seconds later I get logged out of my account. So I’m sitting there like what the hell just happened. So like any other human being the first thing that would come to our mind when we randomly get logged out of our account is that we have been hacked. Okay, let me go reset my password, make my way to “Forgot Password or Username?” and type in my email I used to verify the account. Check my email and nothing. Abousltey nothing. I try it again. Nothing. I then go to report this to Roblox by their form that they have. Fill out my name and email etc. I explain to them the situation and what happened. About 40- 50 minutes later I get an email by them and I quote “I’m sorry but we are not able to verify ownership from this email address with the information you have used to contact us” I legit have proof that that’s the email I used for that account and to verify it but no, they do not care because they care more about verification then someones account being hacked. I then do the same thing, contact them trying to get my account back explaining to them what I’m explaining here. After sending a few requests I decided to go check on my account that just been “hacked” I type in my username and I still have everything, my status, inventory everything is still there. Which then makes me think why on earth would someone hack my account just to sit there with it. I wait for Roblox to reply to me and ask them if they have logged me out or anything but, of course, they say “Sorry we cannot prove that you are the owner the account” On my account, I had 2 step verification on of course and I had pin code meaning if someone was to change my email address they would have to type in my pin code first which 1/10000 can do. Unless you are some next genius to guess someone’s Pincode and get it correct. After still contacting them and them responding to me I started to feel like I was speaking to a robot, literally the same thing “we can’t verify that you’re the owner” and no it was not an automated message because they put their name at the bottom. So then I’m starting to think Roblox has locked my account and are doing nothing other than telling me “Sorry we cant verify you the account owner” even though I provided screenshots off me verifying my account with the email, I even bloody bought a Roblox premium on the account which I could use to verify that I’m the owner by showing them billing statements, nope. It’s not good for them. After talking to them for about a day they finally respond to me saying and I quote “We’re sorry but we’re unable to provide you with any further information or response regarding this inquiry. We encourage you to review the previous information sent to you as we have provided you with all that we can at this time.” Yes, they cannot be bothered to help me. I told them I can prove ownership in many ways. I sent them screenshots of my email of me enabling my 2 step verification. But of course, Roblox does not care. Of course, if it was to happen to one of their staff members it wouldn’t a problem. That would get solved in about 5 minutes but if its a customer, nope. If it happens about 500 thousand people oh there fixing that asap. But no they do not care if you cannot access your account. So ladies and gentlemen if you cant access to your account then you might as well make a new one. Do not bother contacting them because it will be a waste of time. I have great day.

Example of a poor response, in Better Business Bureau


(User mentions they already contacted Roblox’s Support, but response mentions to use Roblox Support)

If you check both reviews from two third party sites people shared their Roblox Support experience in, you’ll notice that both have the same in common: a lack of an effective and appropriate response.
Roblox Support seems to ignore the details of the issue (which were mentioned on their posts), and instead deliver a lackluster response. In the second case even (BBB), you can see the user mentions they have contacted Roblox Support but were met with an ineffective response, but the response is
to use Roblox Support anyways. Now, this makes no sense, for the mere reason that the user has already said they contacted Roblox Support. Contacting it again would most likely leave them met with the same answer, as it is what happens with nearly all of Roblox Support failed tickets.

Oh, and I mentioned about how it isn’t a recent issue.
Well, I’ve gone ahead and compiled a list of posts from the devforum mentioning Roblox Support. You may want to grab something to eat and drink while reading through, the list is big.

Posts about Customer Support

Roblox's Moderation Needs To Be Fixed
Moderation should communicate more meaningfully and take dates into account
Sponsored game ad window lets you repeatedly spend R$ without closing
https://devforum.roblox.com/t/so-i-got-hacked-and-drained/983
https://devforum.roblox.com/t/fastest-customer-service-line/482828
https://devforum.roblox.com/t/roblox-keeps-declining-my-bc-purchases/14786/4
https://devforum.roblox.com/t/why-does-customer-support-take-so-long-to-respond/175736/9
https://devforum.roblox.com/t/the-person-who-made-be-a-wall-and-protest-simulator-had-his-account-terminated/52948/34
https://devforum.roblox.com/t/my-brothers-rare-hat-was-lost-to-a-hacker/726826/3

This can be solved though. There have been numerous suggestions over time as how to improve Support, and Roblox staff have mentioned that there is more moderator training happening.
The core Support model (the way they respond to requests) could be improved though, and that’s what I (and hopefully more players and developers alike) are rooting for in this post.

A Roblox with a good support is an even better Roblox.

60 Likes

I live in constant fear that my account will be compromised, I will reach out to Roblox Support, and then they will send me back one of those automated messages about replying in 5-7 days and it says like “Unfortunately, your account broke our community standards” blah blah.

I am not exactly critical of our moderators because their job is naturally hard due to the sheer volume of MAU to employees as well as the fact that they are negotiating and dealing with users who are sometimes unable to speak the same language or adequately describe their situation due to their age.

At this point, they may want to outsource or invest in a more dynamic support model. Right now I’m pretty sure the support page is just a bunch of FAQs and instructions as well as something to email Roblox Support.

8 Likes

I really agree with your point. The quality of the current Support Team is very low.

I can’t understand why it is so hard for Roblox to bring this quality up. Even big companies like Google have a better Customer Service.
So, move away from canned responses and never send ‘We are unable to help you, bla bla bla’ again.

Developers (but also regular players) usally don’t get helped by the Support Team. They either get useless canned responses or even worse: the ‘we are unable to help you’ responses

5 Likes

The current state of Roblox Support, especially when contacted by developers or people with more knowledge about their issue, is a tragedy. The employees seems to just be skimming through the tickets, I never get the answers to the question or a solution to the problems I present, no matter how well I explain it. For such a big company I’d expect better, at this point we need a separate place to contact for us developers because it’s literally useless at this point. Here I’ll post some pictures of an issue I’ve had with no solution so far and just generic answers no matter how I explain my issue. Names of the employee is omitted.

Original issue

My issue was my game not appearing upon game search, this was the initial response, pretty useless but not the worst.



Pleased when I got this response, but after a month it was still not fixed and I was informed to wait, understandable. I then waited another month and emailed back two days ago, just to learn the ticket was closed without my consent and the issue remained unsolved.

Attempt to reach back through a new ticket

After seeing the last ticket was closed I opened a new one, briefly stating the issue again and referencing to my last ticket (with number). This is the response I got.


So I’m trying to explain they’ve misunderstood me, it’s not on my end, the last ticket established that and that’s why it was forwarded to the engineers (allegedly at least).

Just by this response I can see they’ve clearly not bothered to read my response and looked at the ticket. Why would I need to do this if it’s an error at Roblox’s end requiring an engineer? I’m disappointed but give another try to explain they’ve once again misunderstood and needs to check the other ticket (providing the reference number again).

After seeing this reply I was really getting annoyed, three different customer support employees have now only skimmed through my issue without bothering to put in an effort into their job. I also repeatedly asked to have the case forwarded to the engineers (again) like last time, since it seemed to have been forgotten about.

I cannot stress enough how poor customer support has cost me a lot potential revenue, my game simply doesn’t appear upon search and it remains unsolved due the poor handling of my problem. At this point I’m unsure how I can even show my issue, will they even bother watching the entire video? This is a catastrophe, Roblox seriously needs a way for us developers to reach out where we are met by someone else than the generic customer support employees that only reply with generic answers.

6 Likes