By now, we’re accustomed to seeing game developers create infographics that detail how popular their games are, providing details like number of characters created, monsters killed, hours played, etc. Today, Jagex decided to turn that dynamic on its head and create a Runescape infographic not about the game itself, but about the game’s customer service team.

Runescape CS infographic

Honestly, I’m a little surprised to see that only 1,150 players are helped per day, considering that RuneScape boasts of having nearly 10 million active players — though I’m not sure how much of that total includes the 1.4 million bots that were squashed last year. It’s also sad, though perhaps not surprising, that 30% of help request are just people wasting the CS rep’s time. And while I do spend a fair amount of time on social media, I don’t think it’s 21 hours per week. Even cat videos can only keep me entertained for so long.

It’s nice to see the mostly unsung heroes of game development, or more appropriately, game maintenance, get their moment in the sun. If you’ve ever worked customer service, you know it can be a thankless task, so even this small bit of recognition probably would probably make you feel a little warm and fuzzy inside.

Jason Winter is a veteran gaming journalist, he brings a wide range of experience to MMOBomb, including two years with Beckett Media where he served as the editor of the leading gaming magazine Massive Online Gamer. He has also written professionally for several gaming websites.


  1. this is bullshit their support they have automated systems that help people and they didnt help 420000 people thats fucking bullshit.

  2. I got banned back in March for “Macroing Major”. Hadn’t played in years and a friend told me that veterans have some capes they can collect. So sometime around July is when I tried to log in and found out I had been banned a few months back despite not being on for so long. I tried to message their support team and never got a reply. Hell, it won’t even show the evidence for my ban.

    At least other companies reach out and give either evidence or a reply. Didn’t really like Runescape that much anymore, but I certainly didn’t enjoy the silent treatment when looking for help. Only more of a turn off from the game.

    • Jagex can detect if your account was hijacked or not, so you got banned for major macro, nuff said really.

      I recentely bought membership to runescape, I have two very similar account names both have auto log in on the main runescape website. Any way I logged into the wrong one and paid a subscription for it. I sent jagex tech a mail explaining that I put the credit on the wrong account and could it be transfered to my main account.

      The subscription was transfered to my main account asap, there service was quick and I did not expect that from jagex.

      You no doubt didnt get a reply because like the statistics say, a lot of there time is taken up with time wasters. AKA Cheaters trying to get there accounts back =P

      • “Time wasters” is a poor and insulting excuse to not answering people’s support messages. If my account was infact hijacked, stolen, or used by bots I’d love to know if there was a sketchy outside connection to my account. By not working with me at all to understand WHY I was banned, I have no clue if it was a mistake in their system (nothing is perfect and accidents CAN happen) or if my account was compromised.

        If someone is trying to figure out if their account was hijacked and Jagex doesn’t even bother responding…that says a lot on their support team’s dedication towards helping people when it doesn’t involve money. Standing by your systems and detection methods is one thing. Pretending that it’s 100% accurate is plain foolish.


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