Discord has a serious problem with their "Support" system, specifically "Trust & Safety", and they should be ashamed.

DanielJackson

• August 01, 2021 07:21

Discord's support ticket system is a failure. It is embarrassing for a company this large to have such an abysmal support system. I've had an account I've used for many years suddenly disabled with no warning, and no reason email. It took FOURTEEN HOURS to get ANY response to a support ticket only to be given a generic bot response from Clyde stating a generic "violation of terms of service" message. I'm not alone here. I know I didn't break any rules, and I know plenty of other people have had their accounts disabled for absolutely no reason. There are examples such as mass reporting trolls, bugs with the app thinking there's spam/bot activity when there isn't, etc. And Discord's only solution for these account suspensions is a ticket system that typically takes over 24 hours per response. And then when they do respond it's usually completely useless or lacking any information. Just now I received another response for my ticket saying the exact non answer as before. This is absurd. Discord needs a live support chat. If other major companies can have a live support chat, so can Discord. Each instance of account suspension should have an exact reason for suspension, not a generic answer. In addition, Discord should provide an example of the violation being committed. Claims of mistaken suspensions should be taken seriously, and not responded to by a default non answer to try and make the person go away. Discord has a great service. It's popular. It's useful. It's fun. Their support systems should reflect the quality that the app itself does, and right now it absolutely does not. This is just a rant. I know nothing will probably change.

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  mike

  • August 01, 2021 12:48

  Human support seems to be non-existent at this point. Shame. 

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  Giglus

  • August 02, 2021 22:58
  • Edited

  We are in the same situation. Some pillocks decided to report my best friend's discord server because those people were a bunch of edgy and toxic individuals. They managed to get the account deleted for "hacking", which my friend never did; However in that same server that they reported, someone DDOSd a website and they didn't even get a ban. Shame on the Discord moderation team, shame on you. My friend sent over 4 requests, and all got the same useless Clyde response. That account had 3 years long memories that are now forever lost, and it's all because of your moderation team that won't reviews the requests deeply.

  If someone can get us a contact for an human Discord moderator, and not their useless support system it would be really appreciated.

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  SmashingThreePlates

  • May 24, 2022 03:09

  It’s a terrible shame that a great platform like Discord and a company that is worth 5 Billion Dollars can have the worst customer service I have experienced in the history of customer support.  Everyday, this infuriates me, because recently my account was banned unfairly by discord and they refuse to reinstate it.  I had no idea how bad Discord’s customer service truly was, I heard a couple of people ranting about it, but I thought that kind of situation was extremely rare to a almost non-existent situation.  But boy, was I wrong about that last point.  It was only recently. I began to understand that these situations were rare like how I originally thought.  I never thought I would get banned, because I never did anything that would violate discord guidelines or terms of service.  I was absolutely disgusted when I saw all the people who were banned for no reason! What’s even worse than being banned unfairly, is being met with refusal from moderators to unban my account and knowing my account is going to deleted soon, which stresses me out! It would be okay, if I never used my account.  The problem is that I used to use Discord all the time before i was banned! 

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