We have always maintained that our commitment is to give a priority level of full support to RuneScape members, but at the same time maintain a good level of essential support for our free playing members.
RuneScape has grown at a very fast rate over the last 2 years and we have now over 660,000 active players. Due to the very fast growth of our player base we have decided to change some of the support categories for free players.
Basically this means that our team which provides customer support to the free users, will be focussing more on important categories like password-support and stopping scamming, and less on trying to reply to every single suggestion and comment we receive!
Don't worry, we won't be spending any less time on 'free user' support than we do now. We just obviously want to make sure our support team's efforts are focussed on the most important types of help first.
This change only effects free players but should benefit all players by allowing our customer support team to concentrate on the really important cases and deal with those quicker.
RuneScape Members will of course still receive all types of support, and priority customer support over our non members. These changes are part of our ongoing efforts to constantly improve our service.