Last night a chat was held with one of the members of the Site Support team - also known as Tier 2 since they're a level up from the customer service reps (CS).
There were about 20 members invited and about 12 of us in the chat room at any given time. Some people arrived late and some had to leave, so maybe a total of 16 or so who participated.
@JN63JPN did a really nice summary of the meeting, so rather than re-inventing the wheel, here's a link to her post:
Town hall
Read the comments on her post too, if you have the time.
Here's a few observations about issues that were on my priority list.
Auto Replies - those of us who have auto replies know that the Message Center has started sending our auto reply to every new message in an ongoing conversation, instead of just to the first message received. It didn't make any sense, it's annoying AF, and it gives an impression of hostility. Seeing as for most of us who have one, it's some version of warning people off if they're not in our desired demographic.
Site Support acknowledged that they changed the logic when they implemented Message Center version 1.2 (you can see which version you're on by checking on the lower left of the MC page when you're on the web version of the site). And also said that a fix reverting auto replies to the previous logic would be rolled out sometime next week. I look forward to that.
There was also discussion of general problems with the Message Center - lots of people have been having issues with having it freeze up, not being able to click on anything, having to close out the app or browser window and re-log in only to have the problem recur. I've only had this happen once that I can recall. Anyway, no solid conclusion was reached last night, but Site Support put up a blog post for people to report their issues in hopes that will help them nail down what the problem is.
Message Center issues, feedback and suggestions
Random denials of posts and comments Site support said that CS would be asked to escalate questionable posts and comments to a supervisor rather than flat out denying them. They also are going to review all of the denials from the past week to see if there's any particular pattern of inappropriate denials. We also now have a post where we can report if we think a comment or post was inappropriately denied.
Was your post denied?
I would also suggest that you follow the Site Support blog if you don't already, so you can get alerts for posts like the two I've linked above.
Long lags for posts and comments to appear I mentioned that sometimes hours will go by with no new posts or comments, then suddenly a flood of content appears. I asked if that was because some kind of process has to be run in order to release new comments and posts when they're reviewed. Site Support said no, if no content is coming out it's because no one is working on it. 😕
Site Support said they're going to start monitoring the queue more closely, and contact the CS supervisors if it looks like the queue's not being "worked". I guess I don't have high hopes for this one. I also don't have any hope that the previous procedure where posts from Level 7+ members could be released immediately, will be put back in place.
Interesting note on an issue that wasn't on my list. Many people complained that when calling Customer Service, they were asked for their password to prove that they're the actual owner of the account. Most people don't know that they can also set up Security Questions in the "My Account" section of the site and ask to use those rather than giving out their password. Myself included. I have never called Customer Service because I have a phobia about trying to get help over the phone haha! Anyway, I'm going to set up my Security Questions just in case.
Also why I never call Customer Service:
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My concern about elevating "questionable" posts to Tier 2 is that requires Tier 1 to initiate the action. It certainly appears to me that Tier 1 is just rejecting out-of-hand and never considering TOU criteria.
I might have misunderstood but my impression is they would no longer be allowed to reject out of hand but would have to escalate. Tier 2 might quickly get tired of that, though.
I thought I replied to you, but it seems to have disappeared. 🤔 My impression was that they'll no longer be able to reject out of hand but will have to escalate - but I might have misunderstood. We'll see.
@hippiechick1967 now both replies are there, lol!
The site has swirled the drain for years. As soon as some of us that just can't quite let go finally give up, it will die. I have no hope that it will improve.
I think as long as there’s a supply of new gullible guys who will pay for a membership in hopes of ‘get laid tonight’, they’ll keep limping along.
There isn’t much incentive for them to fix things on the blog side since we don’t generate revenue.
Thanks for the reminder that there's security questions... It's been years since I called CS but yeah, they asked for my pw! I changed it the second I got off the line!
I guess that’s another strategy! From what I’ve heard from some other people, you might have to be pretty insistent about them using the security questions.
That bottom picture is SO me!!! I have actually done something similar with a mattress and it worked!!! LOLOL
Now I'm off to set up security questions. Thank you!
Hugs!!!
Necessity is the mother of invention, right? 😀
Thank you. That was great information about AFF. I've been having issues with the app freezing up from time to time. I've noticed there are a couple of AFF apps on Google Play. I've found of one doesn't work the other does.
Oh, interesting. I don’t have an app. On my phone I just use my browser - which automatically fetches the mobile version of the site. And of course on my computer I’m using the web-based interface.
I intended to attend but I didn't realize it was Friday until well past the meeting. I know how that sounds, but yes, since I retired I rarely know what day it is.
I still think the town hall was a good idea and I appreciate the members who gave their time to arrange it and spread the word.
They are short staffed so I’m not expecting miracles, but it was nice to be listened to respectfully.
I have never called customer service nor dealt with site support.
I don’t think I have either, but there’s a first time for everything.
@smartasswoman Hopefully not when it comes to site problems.
Thanks for this great follow-up! 😁
You’re welcome JN, thanks for doing a great job of keeping us on agenda last night.
@smartasswoman
I think I could've done a better job. We have to come up with a better system so everybody's not talking all at once. Poor senior manager . . . LOL
@JN63JPN yes, there were some cross conversations going on. It took me back to my old chat room days. 😁
If I have a major issue then I call ... and sit on hold .... and hope I get someone whose poor English is understandable ... and then I get told to clear my cookies and reboot! CS is frustrating, to say the least. But I did feel that Tier 2 was actually listening to us.
I agree, it would be nice if they could staff the front line with folks whose listening skills are at the level of the guy we talked with last night.
I’m lucky enough never to have had to call CS, but I know you had some major issues a while back.
Thanks for your take on the meetings, I appreciate it!
I have noted both of our posts were throttled in favor of other posts. Not cool.
But at least yours is out now.
I relate way too much to that meme. 😂
Throttled is a good word for it. Not denied, just held back while silly one line posts fly right through.