motoman861

He skimmed it and saw the offensive word and approved, but how didn't he see that it was the guy whose name was ******** out? That's negligent oversight at minimum

That is pretty much it - it's a little unusual, the person being racist reported the innocent person, so race hate language was in the chat but it was not from the person the report was about - that said it is not an excuse - but that does look like what has happened, on seeing the hate text the offence was applied without noticing that the suspect was the player on the innocent side of the conversation and the hate chat was from the reporter.

jeef16

I've also never seen a developer run their customer support through popular reddit posts, but hey, thats runescape

.. Although in this instance the support was obtained through the support channels and not here.

Look I could have ignored the post entirely, and then we get a load of 'Jagex don't care/won't post' type sentiment, or post and then get allegations of 'the only way to get help is on Reddit'.

By engaging here I had the best intent, it looked to me like we had messed up, that isn't typical of what we do so I wanted to help if I could - as it turns out the player was able to get the help they needed through appeal anyway - but I didn't know that at the time of my original response.

jeef16

I've also never seen a developer run their customer support through popular reddit posts, but hey, thats runescape

.. Although in this instance the support was obtained through the support channels and not here.

Look I could have ignored the post entirely, and then we get a load of 'Jagex don't care/won't post' type sentiment, or post and then get allegations of 'the only way to get help is on Reddit'.

By engaging here I had the best intent, it looked to me like we had messed up, that isn't typical of what we do so I wanted to help if I could - as it turns out the player was able to get the help they needed through appeal anyway - but I didn't know that at the time of my original response.

TolkienAwoken

Something like this should've never triggered a ban, and nonetheless not taken 8+ hours to get appealed. Utterly insane.

This was a mute not a ban

TolkienAwoken

Something like this should've never triggered a ban, and nonetheless not taken 8+ hours to get appealed. Utterly insane.

This was a mute not a ban

TolkienAwoken

Doesn't matter what the ban/mute is, how the fuck does this even happen, and why does it need an actual person to appeal? 8+ hours for something that the system shouldn't have registered in the first place is way too long.

it's not a system mute, it was applied (wrongly) from human review of an abuse report

TolkienAwoken

Doesn't matter what the ban/mute is, how the fuck does this even happen, and why does it need an actual person to appeal? 8+ hours for something that the system shouldn't have registered in the first place is way too long.

it's not a system mute, it was applied (wrongly) from human review of an abuse report

TolkienAwoken

So a human read this conversation, and muted the wrong person?

Yes, I'd imagine a mis-click, either way some sort of human error

TolkienAwoken

So a human read this conversation, and muted the wrong person?

Yes, I'd imagine a mis-click, either way some sort of human error

[deleted]

[deleted]

He got the help without this post or me ...

[deleted]

[deleted]

He got the help without this post or me ...

I now have the RSN - the player did appeal the mute at 3.24 am UK time, we got to that appeal and processed it at 11.21 am the same day. The mute and offence was incorrect and the appeal was granted. It looks like human error, but I have raised it as feedback with the J Mod who applied the original offence.

Clearly we got things wrong here, no excuses, when that happens we should admit it and try to stop it happening again, so that's what we'll do.

I now have the RSN - the player did appeal the mute at 3.24 am UK time, we got to that appeal and processed it at 11.21 am the same day. The mute and offence was incorrect and the appeal was granted. It looks like human error, but I have raised it as feedback with the J Mod who applied the original offence.

Clearly we got things wrong here, no excuses, when that happens we should admit it and try to stop it happening again, so that's what we'll do.

The_Fapastic_4

I havent had chance to say this to any Jmods so here's my opportunity.

OSRS has made this pandemic 100% more bearable over here in the States. Thanks for the great content guys!

Oh and happy late Birthday Oldschool!!! 🎂🥳🙌

Aww thanks - nothing to do with me but I'll pass that on to the devs - stay safe 'n' Scape :)

The_Fapastic_4

I havent had chance to say this to any Jmods so here's my opportunity.

OSRS has made this pandemic 100% more bearable over here in the States. Thanks for the great content guys!

Oh and happy late Birthday Oldschool!!! 🎂🥳🙌

Aww thanks - nothing to do with me but I'll pass that on to the devs - stay safe 'n' Scape :)

TheKhaoticRaven

I love you Steve. What’s your favorite quest?

Not a quest guy tbh, slowly ticking off skill capes and doing my dailies is all time allows for unfortunately

meesrs

Hi Mod Stevew, why is jagex so strict on mutes suddenly since this year? I understand muting for the N word completely, but now we're allowed to say moron but the R word is a insta mute? I don't get it.

We have changed approach and are now more likely to deal with clear hate language than previously, the words you mention fall under that categorisation for us

meesrs

Hi Mod Stevew, why is jagex so strict on mutes suddenly since this year? I understand muting for the N word completely, but now we're allowed to say moron but the R word is a insta mute? I don't get it.

We have changed approach and are now more likely to deal with clear hate language than previously, the words you mention fall under that categorisation for us

canofyamm

Every account? I’ve tweeted at multiple mods and not one of them has replied. The only thing I could get was the support twitter telling me to appeal on the website so I did and all I got then was either an automated or a copy pasted response. I understand there’s things going on but to not even get a reply back is kind of disheartening

The responses might be generic, but they are generated from human review - we really don't have the resource to hand type every appeal outcome!

canofyamm

Every account? I’ve tweeted at multiple mods and not one of them has replied. The only thing I could get was the support twitter telling me to appeal on the website so I did and all I got then was either an automated or a copy pasted response. I understand there’s things going on but to not even get a reply back is kind of disheartening

The responses might be generic, but they are generated from human review - we really don't have the resource to hand type every appeal outcome!