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Re: How ROBLOX Customer Service Works!

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dom2d2 is not online. dom2d2
Joined: 11 Apr 2008
Total Posts: 6397
31 Aug 2013 10:35 AM
No, ROBLOX does not bot their customer service.

All the emails they receive are read by a real customer service agent, however, as you can imagine, they receive a very large number of emails. Oftentimes, they're about the same exact thing.

So, there are templates which have been made, they are used where fitting.
This helps save times and enables customer service to get through all their work.

If you send in an exploit, customer service WILL forward it to the development team responsible for patching it, just because they don't write a unique email as a response doesn't mean you didn't help them out.
They do this because they get a lot of exploit reports.

So you should continue to send in bug/glitch, and exploit reports because they will actually help out ROBLOX.

You never know, sometimes, they will even give you a special reward for your help.

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ComeDownToTheCellar is not online. ComeDownToTheCellar
Joined: 12 May 2013
Total Posts: 5458
31 Aug 2013 10:36 AM
Very well written. I love it. :)
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dom2d2 is not online. dom2d2
Joined: 11 Apr 2008
Total Posts: 6397
31 Aug 2013 10:37 AM
Thank you!

Oftentimes, when I see posts from people that are terribly misinformed, I wrote posts like these to clear things up.

:)
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Ysko is not online. Ysko
Joined: 29 Jun 2013
Total Posts: 7837
31 Aug 2013 10:38 AM
Very nice, though sometimes they send you the wrong "template".
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nick66194 is not online. nick66194
Joined: 24 Jun 2011
Total Posts: 10396
31 Aug 2013 10:38 AM
support
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TheAwesomenessDude is not online. TheAwesomenessDude
Joined: 17 Jul 2011
Total Posts: 11602
31 Aug 2013 10:38 AM
'So, there are templates which have been made, they are used where fitting.
This helps save times and enables customer service to get through all their work.'

It doesn't save time at all. They send you the copied message, then when you respond saying that it doesn't help at all, they ask you to say everything again because they have no idea what you are talking about.

If people got quality responses the first time around, they wouldn't have to keep replying back and forth to get an answer.

One time, I responded twice before they even understood my problem, then again for more information, and then I responded one last time and they told me they had no solution.

How in any way is that saving time? Read the email the first time, ask legit questions, I can give them all the info they need, and then they can tell me that they have no fix. It's not good service, but at least it's fast, because that's all roblox seems to care about.
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dom2d2 is not online. dom2d2
Joined: 11 Apr 2008
Total Posts: 6397
31 Aug 2013 10:40 AM
Customer Service is human, it's never going to be perfect.
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TheAwesomenessDude is not online. TheAwesomenessDude
Joined: 17 Jul 2011
Total Posts: 11602
31 Aug 2013 10:42 AM
I understand that, and I'm not complaining about the fact that they couldn't help; I'm complaining about all the botted messages. You said they do it to save time, and I provided a few points to explain how it doesn't save time at all.
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coollime5 is not online. coollime5
Joined: 12 Apr 2012
Total Posts: 19929
31 Aug 2013 10:46 AM
The customer support team is actually great! Even if you don't have a question they'll reply! One time I told them about a scam site and they told me they would forward the message to be dealt with!
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PatrickAndSp0ngeBob is online. PatrickAndSp0ngeBob
Joined: 29 May 2012
Total Posts: 12673
31 Aug 2013 10:47 AM
tl;dr
they do use bots

-The floating disembodied head of Mario
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TheAwesomenessDude is not online. TheAwesomenessDude
Joined: 17 Jul 2011
Total Posts: 11602
31 Aug 2013 10:49 AM
100% accurate tl;dr above.
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dom2d2 is not online. dom2d2
Joined: 11 Apr 2008
Total Posts: 6397
31 Aug 2013 10:56 AM
You guys don't understand the difference between bots and templates.

Templates are messages which have been written ahead of time to enable faster responses to common question, problems, etc.

Bots would be if humans didn't even read the emails (which they do) and then send automated responses.

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TheAwesomenessDude is not online. TheAwesomenessDude
Joined: 17 Jul 2011
Total Posts: 11602
31 Aug 2013 10:57 AM
Well the customer service responses are no better than a bot could do, so they are wasting money paying people to do that.
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BetaBlaze is not online. BetaBlaze
Joined: 27 Aug 2013
Total Posts: 406
31 Aug 2013 10:58 AM
OP is correct. You are overestimating ROBLOX's capabilities.

Customer service is not botted.
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