Give Appropriate Response to Reports
I made a report to community@7cups.com as instructed about someone using multiple accounts, which was clearly stated.
It took days to get a response, and when I did it was about not being able to get my account reinstated. I was somehow signed out of my accounts, which caused me to lose some of the tabs I had arranged for myself, but had no problems getting back in. Even if one of my accounts (M/L) was suspended, why would an honest report have any bearing on this?
We are told if we see something to say something - but then there shouldn't be a negative response.
@7CupsCommunity @Laura @Heather225 @Power @Lorraine234
@AffyAvo I imagine suspending your accounts instead of the intended accounts was perhaps a simple mistake that was quickly corrected, and whoever did it might have thought you wouldn't notice.
Using e-mail to handle serious situations that need a quick response is so antiquated and lacking in imagination, though, it seems to me. I sometimes wonder whether the original investors in 7 Cups of Tea ever thought this is what they would get.
Charlie
@RarelyCharlie
Out of curiosity, what system would you use?
@EvelyneRose I would use this system, the one where you are reading this. By the time you read this reply, it will be a record (a row) in a database. The user interface is configured to make it look like it's a reply in a forum, but that's an illusion. With only slight reconfiguration, other records in the same database could be configured to look like admin requests, application forms, taglists, wiki articles. . .there are many possibilities. All the technology for this already exists, but no one has configured it to support the things the community needs.
Charlie
@AffyAvo
Thank you for your query! We will look into it and get back to you.
@AffyAvo hey there! I looked into this for you. We use a platform called ZenDesk for our email, which allows us to assign different emails to different departments, track common issues, and so on. For what it is worth, it is far superior to trying to build similar logic and capabilities on site, especially because we use it for more than just user queries. But I digress.
You were sent the wrong response by one of our customer service agents. It was human error. I double checked your account and can confirm that it has not been banned or modified in any way. I hope that helps, feel free to reach out if you have any additional questions.
@Jill7cups Thanks Jill. I hope this was just a one-off, as this could potentially scare someone off from reporting, especially if it was their first.
@AffyAvo agree, we are looking into how to best handle reports since our Community team is most experienced with handling those. Stay tuned.