Discord Support Is In An Unacceptable State
This is absolutely atrocious. I cannot fathom how a company like this has such a terrible support team. I'm a Tech Support Engineer, and any company I've ever worked for would have instantly fired me if this was how I behaved. This situation needs to be rectified immediately, otherwise Discord's reputation will become untenable. No one will want to work for you when they see this, and users will abandon ship once they figure out support is this bad.
The support team doesn't respond to tickets, and they don't even tell you that the request is closed. You can try reopening, but they're just going to keep you locked out of your account. I noticed my request was closed without anything being said. That is one of the largest no-no's in the industry.
If you want to reduce the amount of tickets you're receiving, you need to handle the tickets quickly to prevent users from getting desperate. Take this from an ACTUAL professional in this field.
If someone claims their account has been hacked, the only thing you need to verify is the original email and username. Check to see if the email and/or phone number have been changed. You quite literally shouldn't need anything else. The solution is rather simple: revert the changes made to the account. If that can be provided, you should be able to return the account to the original owner within a matter of minutes, not months.
The longer this goes on, the more problems that will arise. The situation is going to get worse, FAR WORSE, if nothing is changed.
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I just did some sleuthing, and I seem to have stumbled across something extremely concerning. It seems that a 2FA can be added onto your account without the 2FA going through your email.
This is EXTREMELY DANGEROUS, and I understand how so many accounts can get hacked due to this. The steps should go as follows:
1) Request 2FA added onto account
2) Email shows up at your email, confirming request to add 2FA
3) Directed to a separate portal where the 2FA information is added onto the account
4) 2FA verified via 2FA method
5) 2FA is added and email is sent confirming addition of 2FA
The fact that this simple process has failed, which has been replicated industry-wide, is appalling.
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Honestly, you're just touching the tip of the iceberg when it comes to Discord
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Best post I've read on here so far, I am honestly stunned that Discord has basically won when it comes to multi-platform communication, yet their support for stuff like hacked accounts and ban appeals (ban appeals being what I have the headache of having to deal with) is so terrible, that I've had a better account recovery experience with freaking R o b l o x of all companies, among other, much larger companies.
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Thank you for that. Being in the business, I'd like to give an example of what is expected in the industry.
Discord is a multi-billion dollar company worth at least a dozen billion, and it's raking in over half a billion per year. It should have an enormous staff. I've been in a company similar in scale, and we had hundreds of people staffing the support group in one Business Unit (BU). Company-wide, we had over a thousand people working to support the products.
Being public-facing (They're going to get a lot more support requests from average joes than other professionals like me), they should have more Customer Support (CSR) than even we had. They would then need engineers like me to handle the cases that the CSRs cannot. This is also what is typically meant when a CSR says they're “escalating” the case - they should be sending it to an engineer. The engineer should introduce themselves and request any information that the CSR may have missed. Sometimes, we ask for something else based on the specific issue that's being seen.
The engineer is then expected to find a solution. It is completely atypical to close a support request without resolution. Them complaining about multiple tickets being opened is entirely their own fault. People will naturally do this when they don't receive responses and when their cases are closed without resolution. Even professionals will resort to this when pushed, I've seen it first hand.
We typically have a wealth of knowledge of the systems in place, and have the tools to resolve situations - manually if needed. If the engineer can't find a solution - which should be rare and not the norm, then the final escalation is sending the issue to the Development team. The development team should be capable of quite literally creating a solution that will resolve those types of issues in the future.
After some more digging, it looks like Discord has completely outsourced their entirety of support to Zendesk. Look them up. That's why their support (This entire site, actually) is so bad. Discord really needs to create their own support team and ditch this AI support company.
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For those who managed to make it this far, I do have some recommendations. The fact that this company is using AI support means that you literally should not take their word at face value. I wish I was joking.
While I do not recommend flooding the system with duplicate requests (Generally a no-no), my personal recommendation as an insider to this business is to get loud if you need support. Create an account on the support website and update your ticket daily. Every single day. Demand that the case be handed to a human, and demand a response.
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Isn't this kind of counterproductive? Because they have an bot that'll automatically close your tickets, if you do that
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I tried that, fighting the bots on a single ticket to keep it open until another bot would come in, tell me to screw off and then I couldn't reopen it.
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So, what else can we do aside from just wait for roughly an month?
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Some dude This is the tried and true method of getting a company to listen to you. I'm saying this as someone who knows the system from the inside, they're just trying to get you to go away, Being proactive shows that you NEED support, and their refusal to support you is cause for Discord to drop them.
Agoatlol If you still need support and your ticket has been closed to where you cannot respond further, you need to at that point open a new ticket. You need to reference the previous ticket number. (Their system should do this automatically if you use the follow-up at the bottom) It is not acceptable to still require support and have your ticket be closed without cause.
Waiting around and doing nothing is exactly what they want you to do. They want you to be silent and forgotten. Don't be.
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Well, I'm asking because this is the first time that I actually had to deal with them and it's also the first time an company pulled this stuff on me.
I haven't gave them my id yet, fwiw. But this just feels so cold-hearted, in a way,
Quality service, everyone
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Some dude You are right to feel this way. I went through Microsoft support and got my account back within a matter of minutes (less than a hour) via an automated ID system they have created. They managed to confirm that I was the owner of the account, and from there they can trust that what I'm telling them is true. A human then looked into my request and did exactly as I expected a human to behave. If you're going to automate, the only that that should be automated is identity verification.
I assume you're one of the people stuck in the age verification trap. That type of issue should be easily remedied by ID verification and then unlocking the account by a human. It's really a simple process.
The problem is with their outsourced support. Outsourced support doesn't actually care about you or the product. They just want to keep collecting their paycheck and to prevent the company from finding out exactly how bad their support actually is.
This is why I say to keep responding. You may not realize this, but it WILL get noticed - as long as Discord cares about you. If that isn't the case, then it's time to drop Discord itself.
Edit after seeing your screenshot added in: Even if the case is "solved" keep responding on the same case if you can. It should reopen. Only make a new case if you can no longer respond on that case, and use the followup button at the bottom to link the cases.
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Well, my ID had been expired for around an year (never really used it much) and II'm getting ready to post this on Twitter.
But at this point, I just wished that they actually stopped being so lazy, for once
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Yeah, but the older ones keep saying “solved” I haven't tried the rest, though.
But the newest one is staying open for 4 minutes as of this edit
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That's the AI closing the case a few minutes after you respond. I have no idea why they decided that this is a good method, as it's only going to cause frustration, confusion, and anger. That is exactly what support shouldn't want to cause in their customers, as you either lose the customer or complicate the process further. It really is best to keep things clear and simple for the customer, as this keeps them at ease. This is also why there's typically case handling standards that dictate how long before a case must be responded to by a human (usually in hours or minutes, by the way), and also how many days before the case is automatically escalated.
The fact that neither seems to be implemented here is cause for serious concern.
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Well, the good news is that I have one that's staying open after replying to it ONCE.
But I have my doubts if it'll stay that way
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Similar thing in my case Thereclaimer, I even added a comment a reference to my other support tickets, all freaking F O U R of them that were made over the span of roughjly a week. It's actually insane I have to do this just to get my account back.
Edit: Heck, the only reason why I made so many is because that account is extremely important to me, it has literally all of my IRL friends and even some family added on there, and there's a current situation with one of said family members that is going on (prefer to not share what's going on exactly) which has had me incredibly worried for their safety. Discord is quite literally stopping me from keeping in touch with family because they can't be bothered to help me.1 -
I'm sorry about your situation. But it appears that this is something that we're in for the long run. And I'm actually looking forward for the next two transparency report solely because of this situation
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They just closed another one of my requests. The bot seemingly doesn't understand that the account has been stolen, and then says that there's nothing they can do. Which is a boldface lie.
I would very much appreciate if support would stop lying to me.
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You'd expect that taking care of hacked accounts would be higher up on their list of priorities…
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I'm at the point where I'm going to start filing formal complaints. Maybe that will get them to do something.
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I’ve been trying for a week to get my account back and it’s still baffling to me that I’m still being fed robot responses, and I’m expecting a response like that on my fifth ticket. They just don’t gaf it seems like
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I've gone ahead and decided to file a formal complaint.
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Tried to wait it out, nothing happened. This is extremely annoying. I had this happen one other time a couple years ago and I think it only took 2 days. Why is it taking them a week or more to respond to a single ticket? I'm about to start filing complaints as well, since I had spent money on this damn company just for them to shut me out due to laziness.
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It's been about 3 months. Still bot responses.
Man I love Discord support.
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Yeah, discord had downsized their appeals team and had more or less kept it that way. And these automated bans certainly isn't helping much, lol
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Well, I just sent them, my (expired) ID in an new ticket, an hour ago. The tickets are still open, but that could mean nothing, for all that we know
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Just submitted my sixth ticket, this is genuinely ridiculous. If Discord stepped up their system, hopefully less people would have to suffer through this hell.
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I just got a response from their Nelly bot that my email is attached onto another account, so I believe the hacker registered another account to my email out of spite. Just to screw with recovery.
I've been told to not open another request, but they've also marked my request solved. Responding to the request is also not reopening, so I believe I will need to open yet another request to get the account associated with my email removed. That really shouldn't be necessary, especially if they're telling me to not open more requests.
The weird thing is that they tell me “If you did not create the account that is currently associated with your email address, please let us know here.” They really need to get someone better to write these responses. They should contain clear next steps with precise actions to take, not a vague sentence.
I've tried looking for how to handle this and haven't been able to find anything else. Has anyone else been able to successfully deal with this?
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Gamjit
That sounds horrible, but stay strong. I would make a new ticket to get the email removed (you'll maybe get a better time doing that if it's a different request) and then once/if they do that, you can then go back and request for the email revertion.
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An part me thinks that it would be an good idea to get the media involved. But that also feels like an dumb idea, in a way
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