It also wouldn’t help with an appeal since phone support never handled those.
It absolutely is real. There are absolutely times when a bunch of people may all report the same person. What is generally misunderstood is what comes next. A lot of folks believe that simply because of the “mass reports” that the person is automatically suspended/banned. However, outside of squelches for spam/advertisement, that isn’t really the case. Those reports, received en masse or not, go through verification. Meaning what is reported is reviewed. If no violations are found, nothing happens. If there are, then penalties may be applied.
That doesn’t mean mistakes can’t happen. That is what the appeals process is for. You currently have an appeal ticket in, it will be reviewed and they’ll let you know the results as soon as possible.
Correct. That is not our function and entirely out of the Customer Support Forum scope of support, Fm.
That would be an account compromise. The phone line would be used for account recovery (part of a compromise recovery process), which was within the scope of support for phone support.
Maybe more or equal too the number of photos we have of Big Foot.
Oh, I don’t doubt if we could entirely automate some processes that we wouldn’t do so. One, it can save money. Two, it also tends to be faster and more convenient for players.
We already have in certain situations such as the Character Undelete option, Item Restoration page, the mail return system, etc… all automated systems.
We don’t have phone lines anymore because they weren’t as effective as we would have liked. Generally being entirely clogged with calls unrelated to support (Bug reports, game suggestions, etc…) and other issues that we don’t handle via phone.
That seems to indicate that you believe that unusual. It really isn’t. Even when we had active phone lines we would sometimes have response times of a week, two weeks, etc… It generally depended on what was happening.
We try to get to everyone within 24 hours, but that shifts based on how many contacts we are getting such as when a patch or product launches. Appeals usually take awhile because those tend to take longer to look into and respond to. If it were just “robots”, why would response times be that high? While AI continues to be more widely used, it isn’t as prevalent as some think.
As well as manual reviews of data, behavior and activity.
Yes, but we don’t have the functionality that you are assuming. We cannot review your tickets in any meaningful way. We cannot forward or escalate your issue to a higher priority.
We often will look into a ban, mostly social ones, to help clarify why a penalty was applied. That does not go for exploits/cheating/bot penalties. We are unable to provide any details there.
It isn’t only player to player, but a blue response is by no means guaranteed. Even when responding, we cannot do what you wish. As I mentioned previously, we do not generally escalate the issue.
I absolutely understand your frustration, Fm, but this… just isn’t productive. What many of the others have been trying to explain is that all appeals need to go through the support queue to be reviewed. That is the only means of having your issue reviewed.
Good luck.