Transparency in Roblox customer service tickets

MasterSapphireFrost · January 28, 2024, 7:15am

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.

12 Real examples of responses lacking transparency.

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.

Put yourself in my shoes, how do you think I feel as a developer? I feel greatly dissatisfied, thinking: “What a horrible service, taking forever to assist me with nothing done whatsoever.”. You have to let me know what you have been doing if you want to change my mind.

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.

Marusenai · January 28, 2024, 7:45am

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.

leoburk · February 1, 2024, 3:22pm

Super bump
The community needs this

TheFreeThinker · February 12, 2024, 4:02am

Absolutely. Roblox Customer Service is so bad that it is actively harmful toward the Roblox Community.

MasterSapphireFrost · February 12, 2024, 11:16am

Update on my situation. Ironically, it has worstened since I have written this topic.

If you took a look at the above, you’ll notice I was updated weekly that my case was still open.

After publishing this topic, that minimum “transparency” (those weekly updates) has now become nothing (the weekly updates stopped). No transparency at all. Before writing this topic, my case was closed earlier that same day and no reason was provided, just silence. As I stated in my topic body, I thought that was an accidental action coming from a support agent, so I reopened my ticket the same day, (2 weeks ago), as I stated in my topic body, however I haven’t received word since then. I was worried that perhaps my ticket was unable to reopen so I submitted a new ticket a few days later during that same week. And still, no reply. Meaning, I have been expecting to receive a response - that I’m 99% sure I’ll receive, for over 2 weeks now but I have received nothing yet.

Transparency has died in my case.

My guts are telling me that somebody from CS has read this topic and decided to take action but in the wrong way, and I want you to know that I am inclined on believing you took the wrong action if you are reading this topic reply. Rather than being more transparent, you’re now being less transparent and also confusing. I’d rather receive those weekly updates informing me that my case is still open instead of complete silence. It’s obvious that my case is still open and that there is no new information to offer in regard to my case, but I don’t think the average user would have realized the case is still open - which is why your action of being completely silent would be confusing to the average user.

The paragraph above is just an inference - an assumption, that I have logically forged based on my experience. Maybe, I’m completely wrong. Maybe support is so incompetent that they decided to give up on the investigation and refuses to respond to me as they lack the reason to close my case. Or maybe, support has found me to be a liar with weak evidence that they know I’ll counter so they aren’t bothering to respond to me. I know, these sounds like wild, unlikely assumptions, but they are possibile outcomes. The fact that I am even thinking such ridiculous outcomes is all thanks to support’s bad performance.

Nonetheless, whatever happened, whatever is the reason that support became silent, I still stand by my words. If you have nothing to say, then you should at least tell me what you have done all these months and that my case is still open as you have used to do before.

hyde12345678 · February 12, 2024, 11:36pm

I don’t think a bot would make a typo

(Not my image)

I think they use pre-set messages which is quicker

KadenBloxYT · February 13, 2024, 1:29pm

The truth is, nothing is being internally discussed.

MasterSapphireFrost · March 26, 2024, 11:56am

It seems my assumption from a month ago about me thinking I’d receive a response someday was most likely false. Prejudice created from lack of transparency.

It turns out that my first ticket, closed for no reason, was unable to reopen despite the “Let us know how we did” response (the response you receive when a ticket is closed, asking for a CS agent review) stating:

If you need any further assistance with this issue, please be sure to reply in the original request, not on the survey form, and we’ll be happy to help you further.

And the second ticket I created after never received a response at all. This month, I created a third ticket explaining my situation and how the first ticket closed for no reason like how I did in my second ticket.

And guess what?

This time I received a response and I’m back in the waiting game.

This is ridiculous. CS has failed to address my issue for over 5 months now and feels no shame about it. It’s so obvious they really don’t care about it judging how they’re not telling me anything about what they’ve done all these months. They’ve probably done nothing like how @KadenBloxYT said a month ago.

If you are going to make me outrageously wait months for assistance then at least have enough dignity to be transparent with me.

I’m no recruiter, human resources is not my field of study, but it’s common sense for me to come to the conclusion that I WOULD NOT hire these sort of people with little to no dedication to their job! What kind of performance is this??? Think I’m being harsh, overdramatic? NO! A CUSTOMER SHOULD NOT WAIT MONTHS FOR ASSISTANCE! PERIOD! THE OUTCOME OF TREATING CUSTOMERS LIKE THIS IS OBVIOUSLY NEGATIVE!

At the end, I said this, maybe it’ll put some sense into CS’s minds!

At this point, I don’t care about the outcome, I want to see their reaction. Really, just really.

Ultimately, ridiculous service. It’s a joke. After this ticket, I’m never bothering to contact them again.

EDIT: Typical wait trip response again.

MasterSapphireFrost · April 22, 2024, 9:04am

Just a self-update, it’s been six months, six months ago I had written to Roblox customer support about six issues at once (most are connected to each other). The entire time, they have been the same, whatever I said in this topic before still holds today, they send the same sort of responses…no comment.

Six months is quite a lot, so I decided to attempt to take matters into my own hands by contacting the people responsible for one of the six issues, through the DevForum, and they were able to assist me and resolve the issue which came as a surprise to me as most staff members on the DevForum tell you to contact CS if it’s not a bug report. I don’t know who is responsible for the other issues so I can’t contact them unfortunately and have to continue waiting who knows however long.

It took me 3 days to resolve one of my six issues. 3 days. Now compare that to six months. Look, I don’t expect instant support as it takes time for tickets to circulate between teams, so I don’t expect CS’s support to take something like 3 days as well, I would expect it to take a few weeks at most (3-4 weeks) but six months is a lot, that’s just crazy, come on, no one deserves to wait that long. That’s not what you do to people.

The support experience needs to change. I expect more effort and time-efficient outcomes as a customer. If you can’t do that, be transparent. As I said in the topic body, I have absolutely no clue about the processes my tickets undergo behind the scenes. I don’t know if anything’s been done or not done, who has read it, what have they said about it etc.

I have notified CS that one of my six issues were addressed. I pray I have reduced the support time a bit by pulling a tiny bit of weight off their shoulders.

notborboss · April 22, 2024, 2:09pm

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.

MasterSapphireFrost · April 28, 2024, 2:45pm

Update to my own situation:

I think I may have identified a contributing factor to my case lasting over six months.

So three days ago, I received a weekly response, and luckily this one is different, the agent reassured me they would transparent. Which is happening for the first time in six months, that is a GOOD thing! Maybe they have read this topic, I would be happy to know if they did.

However, this GOOD thing has a SUPER SOUR cherry on top which is that they have misunderstood my issues!

When I initially looked at this, I thought: “What the heck!?” because many times I specified my issue to them very clearly, heck I even wrote a Google document as well documenting my issues in a very detailed and clear manner and shared it with them. But despite that, they misunderstood my issues?!

They believe my issues were about, developer products. No, they were about marketplace items! They have understood the other way around!

So, I have thought: “What the heck!?” for three days (like are they that bad at understanding issues?) until I noticed something today that slipped from my eyes on March 21, 2024.

They have been misunderstanding me for over a month, ever since I created another ticket because they shut the first one for no reason.

On the new ticket, they’ve been thinking my issue is a developer product while on the first ticket they well understood it was item issues!

If you think this is my fault though, it’s not. It’s theirs. I’m not the one who misunderstood the issues.

This slip, may have costed me one month of waiting.

I really wish I noticed this sooner.

My god…

MasterSapphireFrost · April 28, 2024, 2:56pm

Yeah, I’ve occasionally read the topic about improving DMCA processes, I have heard a lot of incidents like yours, that team needs serious improvements as well. I can tell they’re about just as not transparent. I hope every person falling victim to the DMCA process as well as false moderation get justice.

notborboss · April 28, 2024, 3:03pm

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. @TheFreeThinker is also someone I’ve seen having similar issues with this.

Something definitely needs to change throughout ALL of Roblox’s systems.

TheFreeThinker · April 28, 2024, 3:29pm

One of the most ironic and insulting phrases ever thought up by Roblox Support

MasterSapphireFrost · May 19, 2024, 6:53pm

It has been three weeks since customer service’s last response to me.

I decided to reply to my ticket which I presumed was still open to check on the status of the ticket and received this automated response:

I’m assuming the ticket was automatically closed. Let me note that the ticket was once again closed for no reason (closed without closure).

Now, I’ll be creating a ticket for the fourth time, chasing after what is mine, seeking justice.

I am not giving in to incompetent service. I will continue fighting for proper customer service, regardless of how long it takes. Thank you to the nearly 50 people who sticked with my cause.

I was promised transparency on April 25, 2024, it never came, glad I never marked that response as the solution to this topic and called this topic a day. Because in the end, I was delivered nothing. I have to see you sticking by your word, I have to see the end result. And what did I see? Nothing, I saw nothing. So, why should I mark that as a solution?

Honestly, I have so much I’d love to say and they aren’t beautiful, but because there are rules, I’m keeping those thoughts to myself. Despite the long support duration, I refuse to lose the patience and discipline I’ve miraculously maintained for so long as a “human”.

We’re on month 7. Bravo Roblox, bravo. This is exactly why I left a Roblox program in the past by the way - bad support experiences.

I REFUSE TO GIVE UP!

debugMage · May 24, 2024, 3:25am

waflsyrup is one of the coolest people ever why were they banned they were amazing!!! !

MileHighMainEvent · May 24, 2024, 3:38am

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.

MasterSapphireFrost · May 24, 2024, 7:31am

At this point, I’m convinced that the best way to get stuff done on Roblox, is through the voice of influencers. Throughout my time on Roblox I observed that large influencers, such as star creators are often listened to by the Roblox Corporation.

I’ve been trying to get help for 7 months from Roblox customer service, which is just ridiculous.

If anyone is able to easily contact influencers (if anyone has connections with influencers) or forward them video suggestions for free, please contact me. I would love to contact the influencer and get my voice heard out through video.

TheFreeThinker · May 24, 2024, 11:52am

I think there’s a word for that, its called oligarchy

MasterSapphireFrost · June 3, 2024, 12:27pm

I’m on month eight of attempting to receive assistance.

Let’s do a recap and see where we are now!

We began with a long investigation with agents telling me no details about the investigation except that my ticket was open each week! That’s the topic body! Let’s call it ticket one! Ticket one is the reason why I created this feature request in the first place!

Responses stopped on ticket one, I’m assuming someone closed it, so I naturally created ticket two. Ticket two never received a response. So I created ticket three! Ticket three received responses!

Ticket three was a complete disaster. Because it was a long ticket and towards the end of the ticket, I realized that agents misunderstood the ticket since the start of it, and when I cleared up the misunderstanding, guess what? No more responses and it automatically closed - again!

So, now I’ve created two tickets, to prevent either one from closing! How is the progress going you may ask? Not so great, not looking good, doesn’t seem like I’ll get anywhere.

Either way, I REFUSE TO GIVE UP AND I WILL CONTINUE TO REFLECT RESULTS WHETHER IT’S GOOD OR BAD! If it’s bad, I’ll update 2 months later, instead of 1.