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:
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…
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:
to take the time to fully read tickets instead of rushing to respond and close them ASAP
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
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.
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.
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.
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.