As a Roblox developer, it is currently too hard to be aware of the progress a Roblox Support ticket undergoes whilst being investigated.
Context
In my own recent experience, I have been waiting for a ticket to be investigated for three months now. During this timeframe, I have only been informed that the ticket is still open, and that the investigation is still ongoing. Other than that, just once, earlier this month, I was informed that the ticket was escalated to a team. And just earlier today the ticket was closed without any outcome or update. I can only assume it was accidental, so I reopened it with a response.
Issue & Suggestion
The issue is that there’s something holding support back from resolving the inquiry. However, since I am not aware of what is being internally discussed, I have no idea what the holdup could be. If I was made aware, it could be possible that I could assist support by providing answers to any questions they may have in mind, resulting in less support time and a better support experience. Even if agents have no questions to ask me, just learning more about what they’re doing behind the scenes would be useful for the developer to know and the experience would feel more like a process rather than a test of patience. So, I am writing to suggest more transparency in Roblox CS tickets.
Roblox customer service heavily relies on canned responses to address inquiries as a result of the high scale of inquiries Roblox receives from its enormous community on a daily basis - we see fellow community members share them time after time, and as we know the canned responses are not applicable for every case even though agents do their best to send any useful canned response most relevant to the inquiry, but for cases where they just can’t be applied, I think agents should take the time to give us more insight to the situation manually. I just need more information - updates, loud and clear.
If this issue were to be addressed, it would save both the support agent(s) and developer time, possibly impact the result of the inquiry more positively, ensuring a more satisfactory support experience.
They really do be seeing the report and replying with the same bot message
I have no idea whether or not they are really “Reviewing” it but it sure would help if they atleast responded back after a few weeks or a month, wouldn’t it?
The same applies for any Roblox Support that I’ve received in the past, may it be Appeals or Bug reports, I always seem to be dealt with the same way and end up with no result at my hand for months.
I hope roblox will see this request and address this issue, as it would make life alot more simpler and nice for us Roblox Developers.
Honestly, I’m in a similar boat as you were. Except, I’m being completely ghosted and it’s not the direct roblox customer support, rather it’s the DMCA/ip agents – I’ve been trying to get MY OWN assets removed to avoid future moderation.
But, I’ve just been ghosted. No response, no acknowledgement, nothing. No automated reply when I follow up. The ONLY email I’ve recieved is the initial email giving me preliminary information and saying they’ve recieved my message. It honestly sucks, as a developer working on projects, since without recieving any assurance or having my assets deleted, my account(s) of 11 years can be deleted permanently.
Something definitely needs to change on Roblox’s support side. It’s honestly the worst it’s ever been.
Honestly, it seems like they’ve just randomly switched how the process worked around a month or two ago. There has been ZERO indication of this anywhere, and the result is just getting no reply from anyone.
My only hope is that this delay is caused by something that’s changing for the better behind the scenes, but knowing Roblox, it’s unlikely. @Aristotleos is also someone I’ve seen having similar issues with this.
Something definitely needs to change throughout ALL of Roblox’s systems.
Roblox really doesnt respect their community. Like im thinking back on it and the fact that it’s like pulling teeth to get help from a video games support system just feels unheard of. Like they go out of their way to be an inconvenience to you for months on end for an issue that should take NO LESS than a week if that if a human being was on the other end. Its dissapointing.
I think this statement exposes Roblox’s biggest problem in general—lack of accountability. My personal experiences with support have been less than ideal as well. Like you, I believe that if a user wants to get an issue resolved, they’re better off advocating for it on the forum than CS (where they’ll receive more thoughtful responses instead of canned ones).
As a side note, I believe some of the issues (mainly accountability) that you’ve mentioned also apply to the bug reporting process. After learning that deadlines aren’t set for bug reports, I fear that the backlog of reports may never be fully addressed. However, I acknowledge that they appear to be aware of the issues with the process and are proactively addressing them. Overall, I hope to see both situations improve soon.
translation by Google Translate:
Turkish players will need to be removed somehow from games that encourage LGBT.
personally i do not think that companies should be forced to bow to the curbing of humanrights forced upon people by their governments.
the points about child abuse are of course very valid but i disagree that banning the platform outright was the correct solution here
as for customer service tickets, i agree that your situation is ridiculous. often they come back with a response completely unrelated to your query, or just close your ticket.
Could not agree more.
You try to get an appeal on your account and they just say “we don’t care get off our platform you weren’t giving us much money anyways” unless you’re a popular dev (in which case they’ll unban you no matter WHAT you did)
Then you try to ask why you got banned and they’re like “wE’Re SoRrY wE cAn’T dIsClOsE tHaT iNfOrMaTiOn” You know, that generic copy-paste response from their “support” team (the only support they gave me was support for this topic because they’re horrible). But at this point, I also wouldn’t be surprised if they were INSTRUCTED not to care.
