Hi, my name is Kai. I've been a huge fan of discord for 4 years-ish, and strive to work for this company in the future, though they're MAJOR issues with this support site, team, and everything in here.
PROBLEM 1: FEEDBACK MODERATION
The first problem with this website is completely obvious if anyone spends more than 2 seconds looking at this site, these "support" forums have barely any moderation, or any response from the Discord team. This is honestly one of sadder ones of these issues. If some of you might not have known these forums actually have tags that can be set by moderators such as "Answered", "Completed", and "Planned" which are meant to show the meaning that a moderator has seen and taken action on a post. Now, i want you to guess how long ago was the last time a post has been marked with one of these. A week? A month? 3 MONTHS? Nope! 8 Months! 8 Months ago was the last spotting of a post being marked with "Completed" This site has gotten so bad that a few people have actually minimod the site for the team!
PROBLEM 2: "OTHER" TOPIC
The "Other" community topic... is terrible. I'm sorry, it just is 8000 more posts than other topic besides "Account & Server Management" which suffers the same issue as "Other"
These community topics are consistent of 2 things...
95% being used as a rant, or support ticket forum
5% actual topics
If you look in the forum, it'll take you less than 2 seconds to find a post complaining about something that should've been discussed inside a support ticket, though many of them have a good reason to come and cry here, and its all due to the SUPPORT MODERATION! again! All of these posts could have been easily avoided by everyone if the team did a single thing.
These posts are riddled with people crying and calling the support team trash, which is the next and final reason of this post...
PROBLEM 3: THE "SUPPORT" TEAM.
The grand final boss of the Discord support team, oh boy...
As i said in problem 2 people are are crying LEFT and RIGHT about the support team, and while you would say "uhh why dont they just like.. contact support again or smth..?" Trust me. They have, and while my interactions with the support team have been fine, these people tell a different tale...
These problems stem from a single topic. Sensitive ones.
When i make my threads, they're usually small questions and get answered in a day or even 4 hours! It's the sensitive ones people seem to find problems with, such as account hijacks, locked out. Hell! go to any of their twitter posts and i bet you one of the first 10 replies is one about a support ticket. I can promise it, and some of these stories are outrageous!
"I've created a ticket atleast 1 week ago and still I do not have a answer.
The only thing that has been changed is the status from ''open'' to ''solved''
But they never even answered my question so how can it even be solved?"
Reply from Annonamous
"I'm having the same issue. Discord won't accept my cell number, tried getting help months ago and got a dude named Billie who would keep marking the ticked as Solved without even giving a reply. That ticket went on for two months, so I made a second ticket to file a complaint. The ticket was assigned to Billie and he blocked me from signing in on the website until January. My cell number still doesn't work, I still can't verify, and now I've made another ticket and have been waiting for an answer for 15 days."
"I've been waiting 16 days for a response on my ticket due to my account being disabled for NO REASON and no response. My ticket isn't even closed they just ignored it.
We are supposed to get response in a maximum of 48 hours. Waiting 16 days is UNACCEPTABLE. Fix this."
And these posts go on and on, all due to the lack of customer support they're getting, they'll go anywhere to seek help, because the help that should've been offered to begin with, is not there.
The only conclusion i can find is, speak more out about it, we have to make this problem known, and solved, please, spread my word around and fix the problem for everyone who has minimal support from this company.
And I hope, when I am able to work there, that we have fixed this, and to make it better.
Thats it for now. Please upvote so Discord can try to notice.
(Mandatory side note: this is talking about support.discord.com, not the entire chatting service of Discord)
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