Welp, time to go ahead and support this
It’s been over 2+ years, and ROBLOX Support feels like it’s slowly been progressing worse as time goes on. I’m not gonna make this as chill as I usually do, as the constant lack of Support communication is desperately infuriating to me. You’d honestly be lucky if there was someone that actually read your Support Tickets for once, & slowly helped to resolve rather than giving out the same old message right back from the start.
The Main Issue
My issue originally started when I accidentally changed my birthday due to curiosity, and I thought at first:
“I wonder what it’s like being on a <13 account, I might as well try it!”
I went ahead and changed it, played/experimented around for a little bit to see what its like, attempted to re-change it back to my original birthday, but I’m now unable to.
Of course I should’ve expected as much (But not really as I’m pretty sure that I remember changing my birthday without it being locked back in the old days? Moving on though), so I went ahead & filed a ticket with the proper usage & replied back that I did “confirm” the ticket to explain what the issue was, as you have to verify the ticket if the account is <13.
After waiting for a response back, all I get back is this:
Like, what? I understand that I need to go ahead and verify my birthday (Let’s be honest, back in old ROBLOX we originally faked our age just to not have the constant strict systems and once we reached the age of 13 changed it back), but you’re telling me that the Support Team themselves are unable to change my chat settings due to this? Even still with these strict guidelines, children could legit just straight up lie about their age without having to deal with the <13 rules. The thing that absolutely gets me the most is that they literally make it into their own sub-category, and still choose to ignore these kinds of issues:
This alone shows that the Support Team doesn’t care about the majority of our problems, which seem to fall under the <13 issues from what I assume. But even still, everyone regardless of age will still experience this kind of support.
Communicating With Support
Now, they also replied back with another sentence that is honestly interesting to me:
They say that my username in specific, contains Personally Identified Information (PII) which I wasn’t honestly expecting out of all things here. Here are a couple things to keep in mind:
- I’ve had this account for over 10+ years now
- I’ve never been officially terminated with this account. Only temporary-banned from minor instances; “Loud Audio Warning”, “Falsely Moderated Content”, etc.
- The moment I changed my birthday which made my account <13, was thinking that the Moderation possibly contained “Personal Information” in my username, as it’s a real life name that you’d frequently use (I’ll explain later on).
Now I can somewhat understand the reasoning behind my termination, but I still needed some confirmation on why exactly. I simply asked them if it would be possible for me to verify my age, and I needed some clarification on why it was terminated. The response that I get back in return, was this:
So basically nothing from what I just said apparently mattered to them. It’s seriously disappointing to show how lacking a Support Team can honestly & truly get.
Now, I went ahead and followed up with their request (Considering that whatever I say, will just get downright ignored) & gave them 3 usernames. All of which were different, and it had “Jack” in the name. And this is what they replied back to me:
So now, I literally cannot use the name “Jack” within my username at all? That’s basically saying that I can’t even use any common name at all within ROBLOX for a <13 account, and the fact that I’m unable to do anything about it because Support straight up refuses to listen to my main complaint shows a huge lack of communication & proper solving.
Support Can Be Changed
I personally believe that Support can improve, and I can understand their issue from where they’re at right now constantly getting >500 tickets per day. It’s overwhelming to them & they have to constantly keep at it. But if they keep going the way that they are, with sending the copypasta’d & same old responses that we’re heard numerous amounts of times with no difference at all, then the community will slowly start to downgrade & make Support feel not even worth talking to at all due to its mostly negative reputation. There are even some instances that where other Support Companies (Tracfone, Discord, Google, etc.) can handle my main issue much faster in comparison to ROBLOX Support, cause it honestly feels like I’m talking to someone that gives their responses as a bot. This needs more support than it should.
TDLR; ROBLOX Support desperately needs a huge change, especially since it’s getting popular by the second.
