Yesterday I submitted one and it was resolved in less than 10 minutes, resulting in the user being suspended, but I have one still pending for 2 months, arbitrary luck or just timing I guess.
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Did you submit a user report or a different type of support ticket? User reports take a long time. Currently there are more than 18,000, and this is a major improvement compared to how many there were previously.
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Not activating gift = user report. But even they have to much tickets, why not sort it a bit or change the categories like "user reports", "not activating gift", "spam"...
Last time I had one opened ticket for 2 months for someone who dont activated "just" 10 games. After this time I just wondered why nothing happened and checked the user again. Now he had 30 or more not activated gifts -.- Why to wait so long time?
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I agree, more ticket options to focus priority, and more support members would both be benefical
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Because there is a huge backlog of those reports? There currently are more than 18000 User Reports, let alone all of the other tickets, and less than 15 Moderators who can sort those out, you do the math.
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User reports can be seen by cg and IIRR nobody else - and as you can see, he was lately busy with killing auto-joining bots.
If you'd ask for reroll, then it would be taken care off in like 24 hours, probably less.
Edit: my mistake, few more people can look into User Reports. But still, they have to prioritize day-to-day stuff over old reports, so it all takes time.
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Oh god... Now I know I have to be patient with my user report... thanks for info.
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oh yeah, there used to be many more user report tickets, they have worked hard responding/closing them.
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You'd think they could automate it a bit, since non-activation can be automatically detected to an extent.
They could do something like... if non-activation is detected, the gifter gets an alert and a "time them out" plus an "it's actually OK" button.
Then the winner has an "I accept this" or "I appeal" button. If they accept it, it never needs to go to the staff at all - staff only looks at it if they appeal, at which point they confirm it, punish them more severely if it was a flatly frivolous appeal, let them back in if it was all right, or punish the gifter if it was a blatantly unjust timeout - eg. if they timed someone out for a DLC that they actually activated, which SG failed to detect.
(Each button would have a short explanation of the rules involved so users would know not to screw up and people who push them blatantly incorrectly could be punished for wasting the staff's time. eg. the gifter would be instructed to make sure it's not a DLC that SG failed to detect.)
This would mean most timeouts wouldn't need to go to the staff at all, and the punishments for blatantly incorrect appeals or timeouts would discourage people from abusing the system. Of course, appeals would need to be handled faster, but there would be far far fewer of them than there are tickets now, since people would know that they'll just make things worse for themselves if they appeal a straightforward case.
Anyway, it's just a thought. If I ran SG I would be looking for ways to automate as much as possible.
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I just wonder because I have many opened ticket since months without anything happened. Wasnt there a poll for asking if the community wants harder punishments for users which are not activating a gift? Since this poll the mods dont ban they anymore :( At the perm ban they are really fast. Every ticket was opened for some minutes but just one not activated game takes ages :(
ps.: You want to flame me? Search for another thread.
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