I don’t think a bot would make a typo
(Not my image)
I think they use pre-set messages which is quicker
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The truth is, nothing is being internally discussed.
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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.
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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.
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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.
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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…
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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.
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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.
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One of the most ironic and insulting phrases ever thought up by Roblox Support
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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!
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waflsyrup is one of the coolest people ever why were they banned they were amazing!!! !
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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.
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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.
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I think there’s a word for that, its called oligarchy
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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.
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This is the last update on my situation.
Up until now, I directly and privately contacted 7 or 8 staff members through multiple places asking for assistance and most of them didn’t look into my case as it wasn’t really a part of their job which is understandable but coincidently the last person I contacted did and they finally addressed my issues. They addressed them but unfortunately it didn’t end the way I wanted it to end. Nothing can be done about the result or the address that I received which is upsetting but nonetheless I’m glad that in the end I received the help I was yearning for so long.
I would love to share who addressed my issue, but it wouldn’t be a great idea because they most likely responded as my issues had somewhat of a connection to their responsibilities and also because they generally direct people who contact them for assistance to Roblox Support by default. So, I will not disclose who they are.
These past 8 months have taught me two valuable lessons:
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Customer support is useless. This forum topic is literal proof. I have nothing - and I mean NOTHING, good at all to say about customer “support”. That’s the horrible impression they left on me. I solved my issue without customer support…
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The best way to get job done on Roblox is by knowing who is responsible for your issues and finding a way to directly contact them - basically, have or form useful connections.
While my issue was addressed, for the time being, customer support still lacks transparency. But after my experience, I realized that customer support isn’t even able to do their job properly as well so before wishing for transparency I wish for them:
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to take the time to fully read tickets instead of rushing to respond and close them ASAP
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to learn to communicate better - if a response has to be manually written, then actually manually write it out instead of sending the most useless, confusing, irrelevant canned response ever that you found most relevant which will definitely make the customer question whether you understand the English language or not
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and also, forget work, I’m no father of theirs - I’m in no position to discipline anyone, but honestly speaking, brutally speaking, that team really also needs to improve their morals and learn to be a better human being by feeling embarrassment and shame for lying to human beings as well as making human beings wait forever - I am NOT going to forget the below as well as how they couldn’t solve my issue to the present day:
I am not marking this reply as a solution and will keep this CS UX suggestion still open (my suggestion still holds). I will also not further update my situation as my situation is now closed. I will not pay attention to future CS responses.
If anyone else is still awaiting months for assistance, just pray, my prayers are with you, but don’t expect a good outcome at that point.
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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.
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I want to reflect on this topic one last time because as of yesterday, August 7th, Roblox has been banned in my country of residence, which is Turkey and these sort of experiences are part of the reason.
Officially, the reasons are pretty much related to LGBTQ+ , scams and child abuse which the Turkish government had no control over.
Personally speaking, I don’t care what you say or think, the reality of my siutation is that I was scammed multiple times by Roblox itself and abused by customer service by being dragged around and lied to like an animal. Why? Because Roblox didn’t feel like helping. You seriously think that it’s going to take months for a worker to help a customer?
Luckily though, karma strook back. Instead of just losing me, Roblox lost a whole country. Keep it up.
You want to have Roblox in Turkey again? Start with me, because I am one of the people who complained about Roblox to the Turkish authorities. Turkey is a state of justice.
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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 human rights 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.
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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.
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